Cars Financial, Inc.

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The person I spoke to when I tried to discuss the account did laugh and say I wouldn't lose my job and that is the only reason I said what I did and hung up the phone and then filed the complaint onlineWhile they have the vehicle they better check the reason behind the annoying and loud pecking sound the vehicle makes when you don't have that certain setting on with the heat and air conditioningIf they don't know which button I'm talking about it is the one that looks has a design of a snowflake on itI know that if I do have a conversation with anyone from cars financial again I'm going to record it because they lie about what they actually say to their customers
Regards,
*** ***

After having repossessed this vehicle, we contacted Mr ***' insurance company to file a claim for damages. At no point did we claim to be Mr***. To confirm this, after receiving this complaint we called The *** and spoke with ***, the original insurance adjuster, and he said
his records clearly show that Cars Financial filed the claim under our name as lien holder not as Mr***. He also stated that the same had been told to Mr*** as recently as yesterday when he called to ask about this. We have in no way misrepresented anyone, we have simply filed a claim for damages to a repossessed vehicle, which is our right as lien holder

Cars Financial’s process is to report credit information to Equifax and Transunion on the last day of every month reflecting the customer’s account status as of that date.  We do this by uploading a report generated by our software provider that meets all compliance requirements of Equifax and...

Transunion.  We have researched our submission file that was uploaded on February 28th and the information that is reflected in this file shows that Mr. [redacted] loan was paid in full as agreed with the correct monthly payment amount.  In the complaint issued by Mr. [redacted] the date in which the problem occurred is stated as February 23rd, 2017.  On this date his credit report would have shown that Cars Financial had not updated his credit file since January as (stated earlier) we only report once a month on the last day of the month and it is our understanding that submission files could take up to 30 days to reflect on a customer’s credit file.  We received a call from Mr. [redacted] with concerns of the reporting on his credit file on April 14th.  In accordance with credit compliance regulations we submitted a manual update to be made to his credit report via eOscar on April 18th, 2017 in order to address his concern.  It is our understanding that once a manual submission has been made it can take up to 30 days to reflect on the customer’s credit report as well, although the information if reviewed on or after March 31st should have reflected the information from our submission file, Mr. [redacted] credit report should now be showing that he has paid his loan in full as agreed.  We feel that we have followed all processes to ensure that Mr. [redacted] credit report reflects timely and accurate information and therefore his issue should be resolved.  We would encourage Mr. [redacted] to verity this information and provide feedback.Warm Regards,[redacted]

Cars Financial Reply
 
My name is [redacted] and I am the General Manager at Cars Financial, I have reviewed the account notes and the phone calls in question.  Our response is as follows: 
 
Mr. [redacted] took out a loan for a 2004 Saturn Ion on November 24, 2014 which...

was equipped with a starter interrupt device to secure payment.  He made his first bi-weekly installment on December 18th and his next payment came due on January 2nd but was not paid. 
 
On January 5th he called Cars Financial to say that while his company was shut down for the Christmas holiday he did not get paid and would not be able to pay again until he got his next check on January 15th.   His Account Manager told him that on a new loan we do not typically grant extensions but that if he would make an activity payment of $100 toward the past-due amount before it became 7 days past-due that we would give him an extension to prevent the disable of his vehicle and allow him to make up the difference with his next payment to which he seemed agreeable. 
 
No activity payment was made toward the loan and on January 10th he used the “emergency code” that all customers are provided with to start their vehicle one time each payment cycle for a period of 24-hours if it is disabled.  The code ran out after 24-hours and on the morning of January 12th  he called our office asking us to turn the vehicle on for him.  The same Account Manager reminded him of their prior conversation and that she would still need an activity payment in order to provide an extension on the device.  He did tell her that he had no money to pay and would lose his job and she offered suggestions such is borrowing money from a family member to make an activity payment.  At no point in either conversation did she laugh at him.  He ended the call by saying he’d just “stay at home today” and hung up.
 
The following day Mr. [redacted] contacted our Business Development Center via internet to make a complaint regarding the disable of his vehicle.  His Account Manager tried to call him and email him on several occasions to discuss this matter, he never returned the phone calls or responded to our email.   As of January 28th this account aged to 26 days past-due and I sent our road agents out for a visit to his home.   They went to do the door but no one answered.   The agents called me regarding the situation and I instructed them to repossess the vehicle.       
 
Mr. [redacted] has been sent a letter providing him with his 10-day right to redeem.   If before his 10 days expire he will bring his account to a current status (including the costs of repossession) we will allow him to redeem the vehicle and continue on in his loan with us.  
 
Regarding the brake issue, we will be glad to have our service department take a look at the vehicle to see if the brakes need to be replaced and discuss this with him.  
 
I would like for Mr. [redacted] to call me to discuss this further.  I feel that we can come to a reasonable agreement that works both for us and for him.   I can be reached at ###-###-####.
 
 
[redacted]
General Manager
Cars Financial
###-###-#### x-[redacted]
###-###-#### fax

They take out more than one payment at a time. They raise your monthly payment over miles. We was explained how leasing program works by one person and it ended up being completely different. After this one is up we will not be dealing with that financial group anymore.

Review: On 9/8/14 I spoke with my account manager [redacted] and she indicated to me I was 26 days past due and If I made the minumin of $91.14 by the 30th day mark they could work with me. On 9/11/11 I was 29 days past due Cars Financial showed up at my residence in attempt to do an early repossession. They spoke with a lady at the residence to see if I was their she indicated I was not home why did they need to speak with me, they told her I was late and they were their to get the car. The lady from Cars Financial offer to call to see if they would accept the payment. Cars Financial agreed and disclosed my account information to this individual. I had wrote the Revdex.com back in May of 2014 and the manager of Cars Financial, [redacted] she stated "No one is able to access your account information without your full name on your account and last four of my social security number" [redacted] state to me yesterday 9/11/14 that I brought this particular individual in with me and they added her to my account in 2012. Which I never did signed anything autoriazing or agreed to this. In 2012 this individual came in with me to make a payment and a payment only. I spoke with the manager of [redacted] who owns Cars Financial, on 9/12/14 and he said I need to drive the car and take care of it and I told him the vehicle had poor maintenance after I had it repaired by [redacted]. He communicated to [redacted] on 3 way that He feels they need to go ahead and come get the vehicle after, They said the account was paid up till the 24th. So I simply hung up on them to avoid the head ache.

I do not feel this was right they got the lady who has no access to my account my information and left the car so why not pick it up the first time and then told me they were going to charge me $1500 in pick up fees and garnish my wages and make me pay for that also.

I do not feel this is right and they find any way to get over on me repeatly.Desired Settlement: To Refund the lady back her cash. To not give out my personal information on my account. Not to repossessed a vehicle in which payments are current on or to properly follow the process of reposession.

Business

Response:

*I have copied and pasted each part of Ms. [redacted]’s complaint below followed by my reply to each.

Customer: On 9/8/14 I spoke with my account manager [redacted] and she indicated to me I was 26 days past due and If I made the minumin of $91.14 by the 30th day mark they could work with me.

Cars Financial: This statement is true, however [redacted]’s response to [redacted]’s arrangement to allow her to pay $91.14 instead of the full past-due amount was declined. She said she could not do that and fully understood that the vehicle would be repossessed.

Customer: On 9/11/11 I was 29 days past due Cars Financial showed up at my residence in attempt to do an early repossession.

Cars Financial: This statement is partially true. As [redacted] had been told by [redacted] via phone, we were there at her home to repossess the vehicle. We were not early, her account had aged to 29 days past-due by that point and we are legally allowed to repossess a vehicle financed with us if the customer has broken any contractual agreement. By being 29 days past-due, we had every right to repossess as her contractual obligation had been broken. [redacted] is familiar with the repossession process as we have had to repossess her vehicle on two occasions prior.

Customer: They spoke with a lady at the residence to see if I was their she indicated I was not home why did they need to speak with me, they told her I was late and they were their to get the car. The lady from Cars Financial offer to call to see if they would accept the payment. Cars Financial agreed and disclosed my account information to this individual.

Cars Financial: A Cars Financial agent arrived at [redacted]’s home and asked to speak with her. A lady who claimed to be her mother, [redacted], told our agent that [redacted] was not there, at which time the agent prepared to leave with the vehicle when [redacted] stopped her. [redacted] said she wanted to help so the Cars Financial agent called our office to see if we had permission to speak with [redacted] and was told that we did as [redacted] had given us authorization to discuss the account with her, this permission was added to the account on April 18, 2012 when [redacted] (who she refers to as her mother) was in the office to help her with the account. [redacted] offered to pay the past-due amount so that [redacted] could keep the car, so we took the payment of $287.10 in cash and left the car.

Customer: I had wrote the Revdex.com back in May of 2014 and the manager of Cars Financial, [redacted] she stated "No one is able to access your account information without your full name on your account and last four of my social security number" [redacted] state to me yesterday 9/11/14 that I brought this particular individual in with me and they added her to my account in 2012. Which I never did signed anything autoriazing or agreed to this. In 2012 this individual came in with me to make a payment and a payment only.

Cars Financial: The Revdex.com complaint that [redacted] made in May was regarding payments made over the phone with a card and my reply to the complaint did not state what she has indicated here. A full copy of her complaint and my reply can be provided upon request. [redacted] also states that she did not sign anything to give us permission to speak with [redacted]. This is true, her request was verbal.

Customer: I spoke with the manager of [redacted] who owns Cars Financial, on 9/12/14 and he said I need to drive the car and take care of it and I told him the vehicle had poor maintenance after I had it repaired by [redacted]s motor mile. He communicated to [redacted] on 3 way that He feels they need to go ahead and come get the vehicle after, They said the account was paid up till the 24th. So I simply hung up on them to avoid the head ache. I do not feel this was right they got the lady who has no access to my account my information and left the car so why not pick it up the first time and then told me they were going to charge me $1500 in pick up fees and garnish my wages and make me pay for that also. I do not feel this is right and they find any way to get over on me repeatly.

Cars Financial: [redacted] has indicated to us by phone in her calls to us since the incident at her home that she would prefer that we pick the vehicle up. [redacted] called to speak with the owner of Cars Financial on September 12, 2014 and he placed her on a conference call with me. He explained to [redacted] that it would save her in repossession fees if she were to return the car to us voluntarily versus us having to travel back to her home to pick it up. No one has told [redacted] that we would charge $1,500 to repossess her car. However, if the vehicle is repossessed and sells for less than the total she owes in outstanding balance and any repossession charges that are allowed by law, she would be held responsible for that balance and a judgment and wage garnishment could be the end result if she does not voluntarily pay.

Desired Settlement: To Refund the lady back her cash. To not give out my personal information on my account. Not to repossessed a vehicle in which payments are current on or to properly follow the process of reposession.

Cars Financial: The money paid to prevent repossession was paid voluntarily and for no more than the past-due amount. No refund will be given. At this time [redacted]’s account is current as a result of the payment made by [redacted]. If the account remains current and insurance remains active, the vehicle will not be repossessed by Cars Financial. Again, we have every legal right to repossess the vehicle if she breaks any contractual obligation and being late by any number of days would a violation.

Review: I've recently been calling in to make payments and sometimes my mother authorized them to make a one time and the account information should not remain on my account. They've been telling me for the last few months no account information is on the account. Then today I spoke to a fairly new girl and she asked me which account I would be making my payment with. My problem is they failed to notify me or anyone else calling in to make a payment that the last four of the account number would remain on file. You only have to say the last four of the account number and they process the payment there's not protection there what so ever.

The next problem is on or around 4/18/14 I return to [redacted] to trade in my vehicle they tried to resubmit me back to cars financial and cars financial denied me. [redacted] explain me to I've been delinquent on my payments and have previous repossession on my account. If you pull my credit there is not repossion on my credit history there's been 2 previous attempts for repossession but I gained possession back. In the early part of 2013 I went to attempt to trade in my vehicle and they approved me without a problem.

In November of 2013 I asked for them to change my payment dates from Wednesday to Friday and they refused unless I have them a portion of my check every week. I feel that was unnecessary and these things are not rules of regulations everything is up to the manager ([redacted]) and we haven't seemed to get along since a previous incident in 2012.

Every since I filed the previous complaint in 2012 with Cars Finical I've had problems.

My first problem is the account issue. My second problem is the trade in issue.

I feel like a need an unbiased people to determine my situation.Desired Settlement: I would like to trade in my vehicle which is very unreliable and has cost me over $2500 in the 3 years to repair (it’s not a normal repair) through cars financial.

I would like all information not regarding me on my account removed.

Business

Response:

Reply to primary complaint

Ms. [redacted] has made a multitude of payments in the past with various cards or checking account numbers. Some of the payments have been made with her own accounts, some of the payments have been made with the accounts of a third party (which have been authorized by the third party in each instance).

Ms. [redacted] called our office on the evening of April 29, 2014 and spoke with our receptionist to make a payment. During that call, our receptionist followed our protocol of asking the customer for the last 4 digits of their social security number (for identification purposes) and last 4 digits of the card or account number they would like to pay with to see if we had that information on file. This is NOT a new process. Ms. [redacted], having been a customer since 2011, is very familiar with the process of being asked for the last 4 digits of the card or account number. On this occasion, however, she was not happy about that and asked to speak with the manager.

Her call was transferred to me upon her request for a manger and she said that she is displeased that we store all of her accounts on file. I explained to her we can see nothing more than the last 4 digits and that is only so that we know which card or account to use when a payment is phoned in. She said that she wanted it so that no one could ever see any of the information she had ever used to make a payment. I explained to her that we can “retire” accounts from use so that they can never be used again and reiterated that none of us can see more than the last 4 digits (for security) but to make it so that we are never able to see even the last 4 digits that had been used in the past again, is not possible as we need to be able to match up transactions to that data if there is ever a question. Ms. [redacted] hung up after being told this.

Since it is not possible for us to make this “last 4” data that we have disappear, in order to remove any concern Ms. [redacted] may have in regard to the use of card or account information, i.e. someone calling in to pay and only having to identify themselves and provide the last 4 digits, we have restricted her account from “last 4” transactions. From this point forward, no one will be able to make payments on her account using our web site or our automated phone system (since it is designed so that the “last 4” can be chosen) and if she phones a payment in to a representative we will no longer allow just the last 4 digits to be given for a transaction. Ms [redacted] will now be required to provide us with the full card number, the expiration date, and the security code on the reverse of the card and we will process that payment at the cashier’s station on a terminal so that there is no data stored. This will create a bit of delay in the time it takes to process a transaction but it is the only way to achieve what she is asking for. This also means that no bank draft transactions will be possible as there is no way to process a bank draft transaction that does not store the last 4 digits. If Ms. [redacted] would prefer, she can always pay with cash in person, by mailing a money order, or by Western Union quick collect.

Reply to secondary complaint

Ms. [redacted] contacted a member of Shelor sales on April 17, 2014 with an interest in trading out of her vehicle. Her application was taken and submitted to several banks/finance companies for approval, including Cars Financial. Cars Financial declined Ms. [redacted] for the following reasons: Two prior repossessions of the same vehicle (once in 2012 and once in 2013 – which we allowed her to redeem) and a very poor payment history including 4 payments that were made in excess of 30 days past-due. It was explained to Ms. [redacted] that for these reasons we are unable to approve her application and that remains the case. She does not meet our underwriting guidelines and we will not be able to finance another vehicle for her at this time.

General Manager

Cars Financial

PH: ###-###-#### x-[redacted]

FAX: ###-###-####

Consumer

Response:

I have reviewed the response offer 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.

For over 6 months ive made payments via phone through my bank account & I will continue if Cars Financial chooses to block this process then my payments wont be made! Im not familiar with any policies with Cars Financial they seem to continue to tramsfer me to [redacted] & the decision is up to her. Also once again I applied for a vehicle loan pior in 2013 with no problems. Ive receive nothing besides whatever they chose to discuss with me via phone on letter head that starts out "as we "discussed". It would be nice to actual see the policy to know it applies to every customer. When these 3rd parties are making payments they do discussed it is a one time payment but never mention the laat 4 digits will be kept on file. [redacted] is a complete liar who told me they store the last 4 for auditing purposes via phone. But now I can be transferred and it noy be stored.

.

My wife and myself have leased a SUV from Shelor Select used cars. We love the vehicle. The lease will end soon we will have the option to buy the vehicle or turn it back in .Anyway we will continue to do business with shelor motor mile.

Review: I notified Cars financial that the company that I currently work for was closed down for Christmas from December 23rd 2014 to January 5th and had no money coming in for that time period and told them that I would get things caught back up as soon as I went back to work and get things caught up. I am currently only $400 behind and my car has a system on it where if payments are not made the car won't start and I called them and told them that I needed to get to work and I was afraid that I would lose my job and the person I spoke with just laughed and said that I wasn't going to lose my job. I don't think that they work where I do and know my situation but someone came and knocked on my door in a car and they were in a car that I have never seen before. I had no Idea who it was and didn't answer the door and next thing I know they take off in a car that I was only $400 behind on and was going to pay $300 on January 29th and $400 on the $13th. I also have complaints about the vehicle itself because the brakes were terrible on the car because I was coming home from work and went to use the brakes and couldn't get the car to stop and ended up running a red light and almost rear ended a car once. The car was making a loud pecking noise and the cd player was not working and did not realize it until I went to play a cd in it.Desired Settlement: I would like refund of money that has been paid on car and no further contact from Cars Financial and no further obligation on money owed on 2004 Saturn Aura or we could work out another deal on another vehicle.

Business

Response:

Cars Financial Reply

My name is [redacted] and I am the General Manager at Cars Financial, I have reviewed the account notes and the phone calls in question. Our response is as follows:

Mr. [redacted] took out a loan for a 2004 Saturn Ion on November 24, 2014 which was equipped with a starter interrupt device to secure payment. He made his first bi-weekly installment on December 18th and his next payment came due on January 2nd but was not paid.

On January 5th he called Cars Financial to say that while his company was shut down for the Christmas holiday he did not get paid and would not be able to pay again until he got his next check on January 15th. His Account Manager told him that on a new loan we do not typically grant extensions but that if he would make an activity payment of $100 toward the past-due amount before it became 7 days past-due that we would give him an extension to prevent the disable of his vehicle and allow him to make up the difference with his next payment to which he seemed agreeable.

No activity payment was made toward the loan and on January 10th he used the “emergency code” that all customers are provided with to start their vehicle one time each payment cycle for a period of 24-hours if it is disabled. The code ran out after 24-hours and on the morning of January 12th he called our office asking us to turn the vehicle on for him. The same Account Manager reminded him of their prior conversation and that she would still need an activity payment in order to provide an extension on the device. He did tell her that he had no money to pay and would lose his job and she offered suggestions such is borrowing money from a family member to make an activity payment. At no point in either conversation did she laugh at him. He ended the call by saying he’d just “stay at home today” and hung up.

The following day Mr. [redacted] contacted our Business Development Center via internet to make a complaint regarding the disable of his vehicle. His Account Manager tried to call him and email him on several occasions to discuss this matter, he never returned the phone calls or responded to our email. As of January 28th this account aged to 26 days past-due and I sent our road agents out for a visit to his home. They went to do the door but no one answered. The agents called me regarding the situation and I instructed them to repossess the vehicle.

Mr. [redacted] has been sent a letter providing him with his 10-day right to redeem. If before his 10 days expire he will bring his account to a current status (including the costs of repossession) we will allow him to redeem the vehicle and continue on in his loan with us.

Regarding the brake issue, we will be glad to have our service department take a look at the vehicle to see if the brakes need to be replaced and discuss this with him.

I would like for Mr. [redacted] to call me to discuss this further. I feel that we can come to a reasonable agreement that works both for us and for him. I can be reached at ###-###-####.

General Manager

Cars Financial

###-###-#### x-[redacted]

###-###-#### fax

Consumer

Response:

I have reviewed the response offer 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.

The person I spoke to when I tried to discuss the account did laugh and say I wouldn't lose my job and that is the only reason I said what I did and hung up the phone and then filed the complaint online. While they have the vehicle they better check the reason behind the annoying and loud pecking sound the vehicle makes when you don't have that certain setting on with the heat and air conditioning. If they don't know which button I'm talking about it is the one that looks has a design of a snowflake on it. I know that if I do have a conversation with anyone from cars financial again I'm going to record it because they lie about what they actually say to their customers.

Regards,