California Auto Finance

Mr. [redacted],   We take all complaints seriously.  Our company strives to provide excellent service to all of our customers, current or not. We have on-going training for all our customer service representatives to ensure they treat our customers with the respect they deserve.   ...

Mr.  [redacted], I called you on Friday and you indicated you were driving and couldn’t talk but you would call me right back.  As of today, you have NOT called me back.  In regards to the status of your account we have done what we can to help you in your current situation. We deferred the November payment to help you.  You singed the deferment and agreed you would NOT be late anymore.  In December you told us that you were unemployed and you were trying to gather money for Christmas.  Again, we tried to help you by allowing you to pay the minimum payment of $239 and you were upset because you thought you were given the wrong amount to pay of $219.  Perhaps it was a misunderstanding but the amount you were quoted to pay whether it was $219 or $239 was far less from your past due amount AND you still didn’t pay as agreed.  You paid 32 days late on 1/3/2017 and you are currently still past due.   We apologize for any inconvenience or discomfort our calls might have caused you.  We assure you your experience with us will be different the next time we communicate.     If I can be of further assistance, please feel free to contact me directly.   [redacted] California Auto Finance Collections Manager [redacted]
[redacted]
[redacted]
[redacted]

“We regret that we fell short of our mission to provide every customer with excellent service. We take every complaint seriously and will investigate every allegation you have made. In the meantime, rest assured that it is our policy to treat every customer with the outmost respect, as well as...

work with individuals who are experiencing difficulties making their payments.
While reviewing your records, we realized that you have given us a bad check quite recently, despite the fact that we reinstated your loan after we repossessed your vehicle in June of 2014. The check that you made reference on your complaint came back from your bank stating that there were not enough funds to cover it. We would be very happy to assist you in providing any copies you may need so that you can address this with your bank.
In regards to the claims you made regarding the unethical behavior of our representatives. We would appreciate if you have any evidence or documentation that supports your claim. We will conduct our independent investigation and will take disciplinary action if one is deemed to be required.
Sincerely,
California Auto Finance”

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.On...

the 19th of June they called us and mailed the check and I received it yesterday. Thank you
Regards,
[redacted]

We at California Auto Finance strive to provide excellent
service to all our customers. We take every complaint seriously and will
investigate every allegation you have made.  We...

apologize for any
inconvenience or discomfort our calls might have caused you. We have
on-going training for all our customer service representatives to ensure they
treat our customers with the respect they deserve.  We have looked into
your claims and while we cannot prove or disprove your claim, we assure you
your experience with us will be different the next time we communicate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. It turns out that the business was insuring my company cars but the representatives had no idea and neither does the business.  I tried calling them several times and they would just put me on hold or no one would answer.  When I was on hold, they would just hang up on me.  Terrible customer service so I switched to another company.
Regards,[redacted]

We were not accepting [redacted] policies due to many issues we
had with [redacted] not paying on claims for no apparent reason.  However, we
have resolved our issues with [redacted] and are now...

accepting [redacted]
insurance.  We have accepted your [redacted] policy and applied it to your loan
on January 27, 2015 with an effective date of 11/14/2014.  We have
cancelled the loss damage waiver previously added to your account and have not
charged you for it. 
We at California Auto Finance strive to provide excellent
customer service.  We apologize for any inconvenience this may have
caused.

We at California Auto Finance strive to provide excellent service to all our customers. We regret that you...

feel we fell short in this case. However, after careful review of your account, and your complaint, we have determined that these allegations are either inaccurate or without merit.  We place courtesy calls to all of our customers to remind them of their past due payment.  We do this taking into consideration we want to help our customers NOT fall behind and help them establish or re-establish their credit.  When we repossessed your vehicle you were 40 days past due. After numerous attempts to contact you to avoid repossession you left us no other choice than to recover our collateral.  You were NOT “28 days late: as you state in your complaint.  The amount you paid to reinstate your loan was $696.48 which paid for the 2 months you were past due for and the repossession fee of $325.  I don’t understand what other “outrages” fees you are referring too.  In regards to the selling of your contract, that was entirely up to the selling dealership.  They should have notified all of their customers of the change.  However, we have no control over what contract the dealer wishes to sell and its merely a business decision on our part.
 
We apologize for any inconvenience or discomfort our calls might have caused you. We have on-going training for all our customer service representatives to ensure they treat our customers with the respect they deserve.
 
Please contact me directly at [redacted] in order to discuss the due date change with you and accommodate your needs to avoid or minimize the calls.
 
Tell us why here...

After careful
review of this account, we determined that we followed proper company
procedure.  Two of the...

checks that you
paid to us were returned by your bank marked non-sufficient funds or not
authorized by customer.  It is our
company policy to not accept personal checks either by mail or on-line when we
have received 2 returned checks. 
Unfortunately, we do not accept checks over the phone.  However, we do accept other forms of payment
Western Union or money order by mail
We apologize
for any inconvenience or discomfort our calls might have caused you. Our
company strives to provide excellent service to all of our customers. We have
on-going training for all our customer service representatives to ensure they
treat our customers with the respect they deserve.  We assure you your experience with us will be
different the next time we communicate.
After careful
review of this account, we determined that we followed proper company
procedure.  Two of the checks that you
paid to us were returned by your bank marked non-sufficient funds or not
authorized by customer.  It is our
company policy to not accept personal checks either by mail or on-line when we
have received 2 returned checks. 
Unfortunately, we do not accept checks over the phone.  However, we do accept other forms of payment
Western Union or money order by mail
We apologize
for any inconvenience or discomfort our calls might have caused you. Our
company strives to provide excellent service to all of our customers. We have
on-going training for all our customer service representatives to ensure they
treat our customers with the respect they deserve.  We assure you your experience with us will be
different the next time we communicate.

Dear Ms. [redacted],
 
We take every complaint seriously and we will investigate
every allegation you have made.  However,
after careful review of your account and this complaint we have determined that
these allegations are inaccurate.  When
you trade in a...

vehicle you are still responsible for the loan until the account
is paid off.  You traded in your vehicle
to a dealer on May 27, 2015.  Your
payment that was due on May 20, 2015 was 7 days past due.  We talked to you on May 29, 2015 and you told
us the pay off check was mailed out on Wednesday of that week.  We never received the pay off check.  We talked to your husband on June 4, 2015 and
told him the pay off check had not been received and asked him for the name of
the dealer you traded your vehicle in to and he refused to give us that
information and said he would take care of it. 
We attempted to talk to you again on June 4, 2015 and you refused to
talk to us.  On June 9, 2015 we talked to
you again and tried to explain we have not been paid and you told us to talk to
the dealer and you hung up.  We finally
received the pay off check on June 10, 2015. 
 
We apologize for any inconvenience or discomfort our calls we may have
caused you. Our company strives to provide excellent service to all of our
customers. We have on-going training for all our customer service
representatives to ensure they treat our customers with the respect they
deserve.   We assure you your
experience with us will be different the next time we communicate.
 
Sincerely,
 
 
 
[redacted]
Collections Manager

Dear Ms. [redacted],

size="3">
Unfortunately, when you cancel an on-line payment through
your bank you are cancelling any on-line payment from California Auto Finance.
Since there is NOT a check number to reference the cancelled payment your bank
will reject all on-line California Auto Finance payments.  In order for us
to be able to accept checks from you in the future we need a letter from your
bank stating there is NO cancelled payment in effect for California Auto
Finance.  Please be assured that your daughters credit NOT been affected
by this and remains in good standing. 
I tried to reach you at the number you provided on this complaint
to better explain how the bank process works and was unsuccessful.  If you
have any additional questions you may call me directly at 714-[redacted].
We apologize for any inconvenience or discomfort our calls
might have caused you. Our company strives to provide excellent service to all
of our customers.  We have on-going training for all our customer service
representatives to ensure they treat our customers with the respect they
deserve.
[redacted]

We take every complaint seriously and we will investigate
every allegation you have made.  However, after careful review of your
account and this complaint we have determined that...

these allegations are
inaccurate.  We are calling you because as of today we still have NOT
received proof of insurance.  We have attempted to contact your broker
many times and they have failed to provide the current declaration page with all
necessary information.  Please contact me directly so we may resolve this
issue at [redacted] and I will be more than happy to assist you.
We apologize for any inconvenience or discomfort our calls we may have
caused you. Our company strives to provide excellent service to all of our
customers. We have on-going training for all our customer service
representatives to ensure they treat our customers with the respect they
deserve.   We assure you your experience with us will be different
the next time we communicate.

June 23, 2015
 
[redacted]
[redacted]
[redacted]
 
Re: [redacted]
 
 
Dear [redacted],
 
We at California Auto Finance strive to provide excellent
service to all our customers. We regret that...

you feel we fell short in this
case. However, after careful review of your account, and your complaint, we
have determined that these allegations are either inaccurate or without merit.
We do care about our customers and that your car broke down.  We understand when you purchased your vehicle
it came with a 90 day limited warranty with the dealer.  Unfortunately, there is nothing we can
do.  You voluntarily surrendered the
vehicle and as required by law we mailed you the notice of intent to sell on
6/2/2015.  We are no longer the holder of
this contract.  The original creditor who
sold this vehicle decided to take the contract back.  Attached you will find a copy of the notice
of intent to sell for your records. 
 
We apologize for any inconvenience this may have caused.  All of our calls are conducted professionally
and always stressing the importance of good customer service and ensuring our
customers get treated with the respect they deserve.
 
Sincerely,
 
 
 
[redacted]
Collections Manager

We were not accepting [redacted] policies due to many issues we
had with [redacted] not paying on claims for no apparent reason.  However, we
have resolved our issues with [redacted] and are now accepting [redacted]
insurance.  We have accepted your [redacted] policy and applied it to your loan
on January...

27, 2015 with an effective date of 11/14/2014.  We have
cancelled the loss damage waiver previously added to your account and have not
charged you for it. 
We at California Auto Finance strive to provide excellent
customer service.  We apologize for any inconvenience this may have
caused.

Dear Ms. [redacted],
Unfortunately, when you cancel an on-line payment through
your bank you are cancelling any on-line payment from California Auto Finance.
Since there is NOT a check number to reference the cancelled payment your bank
will reject all on-line California Auto Finance...

payments.  In order for us
to be able to accept checks from you in the future we need a letter from your
bank stating there is NO cancelled payment in effect for California Auto
Finance.  Please be assured that your daughters credit NOT been affected
by this and remains in good standing. 
I tried to reach you at the number you provided on this complaint
to better explain how the bank process works and was unsuccessful.  If you
have any additional questions you may call me directly at 714-[redacted].
We apologize for any inconvenience or discomfort our calls
might have caused you. Our company strives to provide excellent service to all
of our customers.  We have on-going training for all our customer service
representatives to ensure they treat our customers with the respect they
deserve.
[redacted]

"Helvetica","sans-serif"; font-size: 10.5pt;">We at
California Auto Finance strive to provide excellent service to all our
customers. We follow local and federal laws and continuously train our
employees. We regret that our customer feels we fell short in this case.
However, after careful review of his account, and his complaint, we have
determined that these allegations are either inaccurate or without merit. We
have never called or attempted to contact customer 5 days after being past due.
At times, if a payment has been mailed and we have allowed a reasonable amount
of time for payment to arrive, we  will suggest sending payment thru
Western Union just in case payment is lost in the mail and to ensure we receive
payment.   All of our accounts are handled by our collections
department.  As per the sales contract there is a 10 day grace period
which we honor.  However, we do make courtesy calls as a reminder that we
have not received payment on their account.  Please be assured that all
your numbers have been removed along with all references. We will contact you
by mail only.  Furthermore, all of our calls have been conducted
professionally, abiding by the FDCPA. Despite our position in this case, we
have addressed this complaint with every employee who has reviewed this
customer's file, stressing the importance of ensuring good customer service and
abidance to the FDCPA.

We at California Auto Finance strive to provide excellent service to all our customers. We regret that you feel we fell short in this case. However, after careful review of your account, and your complaint, we have determined that these allegations are either inaccurate or without merit.  We...

place courtesy calls to all of our customers to remind them of their past due payment.  We do this taking into consideration we want to help our customers NOT fall behind and help them establish or re-establish their credit.  When we repossessed your vehicle you were 40 days past due. After numerous attempts to contact you to avoid repossession you left us no other choice than to recover our collateral.  You were NOT “28 days late: as you state in your complaint.  The amount you paid to reinstate your loan was $696.48 which paid for the 2 months you were past due for and the repossession fee of $325.  I don’t understand what other “outrages” fees you are referring too.  In regards to the selling of your contract, that was entirely up to the selling dealership.  They should have notified all of their customers of the change.  However, we have no control over what contract the dealer wishes to sell and its merely a business decision on our part.   We apologize for any inconvenience or discomfort our calls might have caused you. We have on-going training for all our customer service representatives to ensure they treat our customers with the respect they deserve.   Please contact me directly at [redacted] in order to discuss the due date change with you and accommodate your needs to avoid or minimize the calls.   Tell us why here...

We at California Auto Finance strive to provide excellent service to all our customers. We regret that our customer feels we fell short in this case and apologize for any inconvenience.  Our employees do NOT have employee ID’s.  They are identified by name and extension number.  I...

have NOT received any messages from this customer as I would have returned the call immediately.  We have addressed this complaint with every employee who has talked to this customer's, stressing the importance of ensuring good customer service.  Furthermore, when this customer calls, he can immediately request to speak with me, [redacted], I am the collections manager.  My direct line is [redacted], and the customer does not have to discuss this account with a Customer Service Representative.  I will be more than happy to assist and answer any questions they may have.  Thank you! [redacted]Controller[redacted]

Review: I have had nothing but problems with this company, from changing my payment date, to them shutting my car off for a payment that was made twice! When I called for it to be turned back on, as soon as I walked out of work and tried turning it on the "representative" told me that "she" went home and it wouldn't be turned back on until tomorrow morning. As I explained that this was unacceptable, and that my daughter was stuck and school while I was sitting in 112 degree car and I needed to speak to a supervisor he said there is none and I should've called before 5, (which I don't even get off of work by) and its my fault I didn't make my payment!Desired Settlement: As I've read other complaints, I realize that this company will reply in some sense of their customers being irresponsible, which is not true in my case so id like to see none of that directed towards me or any of their other customers, being that these "irresponsible" customers are keeping them in business. Customer service needs to be drastically improved as soon as possible, no employees should be there with no supervisors, and no employees should be talking down to those that provide a job for them. The whole company needs to be reconstructed in their practices.

Business

Response:

[redacted],

We take every complaint seriously and we will investigate

every allegation you have made. However, after careful review of your

account and this complaint we have determined that these allegations are either

inaccurate or without merit. We contacted you on June 1, 2015 and

explained to you that the payment we received from you on May 21, 2015 was

returned by your bank for non-sufficient funds and your account was 27 days

past due. You said you would call us right back and you never did.

You did NOT pay twice as you indicated in this complaint. On June 2, 2015

after attempting to contact you again and NO response from you, we proceeded to

take the necessary steps to secure our collateral. Unfortunately, the

collections department closes at 5 pm as our customer service department

explained to you and we would not be able to assist you until the next business

day. You contacted our office at 12:48 pm on June 3, 2015 and at 12:50

your vehicle was running.

We apologize for any inconvenience or discomfort we may have

caused you. Our company strives to provide excellent service to all of our

customers. We have on-going training for all our customer service

representatives to ensure they treat our customers with the respect they

deserve. We assure you your experience with us will be different

the next time we communicate.

Review: I have been in regular contact with this company regarding my financial situation because I lost my job and was out of work for 6 weeks. I just started a new job & they refuse to work with me on payments. I was told I didn't qualify for an extension, then she said she would resubmit the request. This took over a week & when I finally got ahold of her she said $47 late fee had to be paid today. It old her I didn't have it today because I don't get paid until the 7th. I asked for a supervisor & was repeatedly sent to his voicemail. My boss wanted to help me out so I called back at 4:30pm & she said you had to make the payment by 2pm. She only said today, that was it. They are open until 6pm so this makes absolutley np sense. Now I have to pay a $150 minimum payment by tomorrow, or else. The customer service is horrible & they don't want to work with their customers. I had never not paid my car payment or made a late payment until now & it's been 1 year.Desired Settlement: I would like a supervisor to call me back to work out a payment arrangement. The woman handling my account has no business being in customer service & refuses to listen or attempt to help in any way.

Business

Response:

Dear [redacted]

“We regret that we fell short of our mission to provide every customer with excellent service. We take every complaint seriously and will investigate every allegation you have made. In the meantime, rest assured that it is our policy to treat every customer with the outmost respect, as well as work with individuals who are experiencing difficulties making their payments.

While reviewing your records, we realized that your account did not meet the criteria for an extension @ the time of your request.

We will work with you as much as we can and if more time is needed regarding your payment’s due to the fact that you are a great customer.

In regards to the claims you made regarding the unethical behavior of our representatives. We would appreciate if you have any evidence or documentation that supports your claim. We will conduct our independent investigation and will take disciplinary action if one is deemed to be required.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

They have very rude customer service and they are not understanding.