Collator Exchange

The customer did have issues with the Chevy Cobalt that she purchasedWe tried to fix the issues and as stated in the warranty paperwork there is a $deductible for issues that are coveredThe customer agreed to thisShe did not pay the full deductible but did pay $of it and we agreed to thatI believe this shows that we are trying to be helpfulIt was after the customer agreed to the repairs that we all made a decision to switch her into another vehicleOur service department has not taken any phone calls in regards to issues on the vehicle she switched into so we are unaware of any problem, if anyI do not believe we have done anything wrong I suggest that the customer catch up on her loan and I will be happy to apply the $paid on the deductible to her loan as soon as it is caught upThank you

After meeting with the salesman, finance manager, and sales manager, it seems that the whole story is not being provided in this complaintOur approval process can take some time as it is based on multiple factorsThe reason for the delay in purchase was a few thingsFirst, we could not get an approved loan on the customers first choice based on those factorsAfter finding the suitable vehicle that we could get approved the customers insurance became an issue and although we can help in that process to get the best insurance deal possible, we do not have control of itWe stand behind our vehicles and we do have warranty coverage, however a radio is not covered under that warranty and the finance manager assures me that he never told anyone to "come back Monday to get it worked on"Even though we do not cover radio's in vehicle we can make an exception but there is a $deductible for a work done as stated in the contracts signed

It was requested of the customer to dispute his credit report because that is the fastest way that we are aware of to take this loan off his credit reportWe were trying to help in that regardThe vehicle was not warrantied at the time and we towed the vehicle back from Illinois per customers requestThe vehicle was not redeemed and so it is technically and legally a repossession yet we offered to help with that as well as the remaining balanceThis will now be taken under consideration on how to handle it going forward

I am unable to change the report unless you dispute the credit reportingThe reason if shows a paid repossession on the credit report is because the vehicle had been previously repossessed on 9/29/I am happy to try and erase that for you but you must follow the previous instructions or there is nothing I can doThe same goes the co-buyer

This is not accurate information and we will only discuss this with her attorney going forward

[redacted] [redacted] 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 Regards, [redacted] ***

Hello, I spoke with our service department and we believe this matter to be resolved

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 Regards, [redacted]

This loan was given to the [redacted] aloneHer daughter is nowhere on the paperworkI am not sure how we would make someone "believe" they were on a loan that does not have their name on itThe fee is for not carrying insurance which was also signed and agreed uponWe do not discriminate for any reason and that includes someone's accentWe work with people from all walks of life everydayThe reason why the credit report reflects a repossession is because the vehicle was wrecked and not paid forHowever we did offer to help the customer out with another vehicle and offered to put her daughter on the loan if she came in and got approvedNeither of those options were taken

If the customer would like to come in so this is better explained I would be happy to do thatLike I previously stated, we have to have signed a new contract (refinance) to change the payment scheduleWe leagally cannot change the schedule without the customer written signature on the agreementThe amount financed does not change

We are sorry to hear of your experience and would like to help you resolve this immediatelyPlease contact the sales manager, [redacted] , at ###-###-#### and he will be happy to help youI have informed of this issue and is waiting to hear from you

Unfortunately you actually did see the cost of the vehicle before it was reconditionedThat should not have happened of course and the sale price you were given was the actual sale price of the vehicleThe customer was not being deceived or over charged, we have set prices on all our vehiclesWe apologize for the misunderstanding

The customer actually had her vehicle towed to [redacted] to get her ignition control switch fixed because it was a recallA recall we were unaware of at the timeOur customer requested her vehicle be looked into further by [redacted] and not uswe had not seen the vehicle in service until 1/26/We are working quickly to fix the problemThe $deductible is the amount sign and agreed upon by the customer under the terms of the warranty

As I previously stated in the other Revdex.com complaint, I personally offered to help the customer with the issues she stated she hadOn December 10th I was told by the customer that she wanted to get her vehicle evaluated and serviced at a new car dealershipI cannot assume that the customer DID NOT mean what they told me personallyWe have a limited warranty on most of our vehicles and we DO honor those warranties if needed and the issue is covered in the warrantyAgain, let me state, I personally spoke with the customer to HELP and I was politely refusedMr [redacted] is a collections manager who also tried to work with the customer multiple times but in his notes was not very successful in doing soOn February 20th the customer stated she had an attorneyIt is our practice at Auto Smart that when a customer retains an attorney, that the employee is to contact me personally with the attorney's informationWe did not receive that informationOn March 7th 2016, there was still no agreement, no arrangements, no payments made, and the customer threatened the collections department again with an attorneyOn March 11th it was determined to the best of our knowledge that the customer was not intending on making payments towards the loan and a repossession order was sent outThere is no hidden agenda in this processThis is how all facets of finance businesses workOn the contrary to what the customer states our company has no interest in doing thisIt is bad for all parties involvedThis decision is made when there isn't another clear one to makeThe customer has every right to get the vehicle back if they want it but just like any business we have to secure our interestAs far as the repossession itself is concerned there is a reason we do not immediately know about the repossession sometimesWe do not do our own repossessionsThis job is outsourced by licensed professionalsThey have to notify us that they have performed a repossession but first that company has to generate their own legal paperwork to process the repossession and send us a notificationUntil that notification is received by the person who processes a repossessed vehicle on our end, it will not be entered in our company's systemTherefore no one else would know about it until that process is complete, and that is all it is, a processThis is not a conspiracy and we are not trying to "get rid of most of the evidence" by sending a notification stating the next step in our process if the customer does not redeem the vehicle.I tried to help and you did not accept itMr [redacted] tried to help and it was to no resolveAs a company we hope this brings some clarity to the customer's complaintSincerely, [redacted]

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.While going over payments on contract, I informed [redacted] I would be paying the full $on the 3RD of each month when I got my disability checkHe stated that was fine and I would pay the car off sooner doing thatNEVER did he change anything and continued with me signingI will not agree to anything or come sign anything without having in writing that the amount I'm supposedly behind be written offI have been throufh enough with this car lot and WILL stand my ground on my descision and not be taking advantage of anymore Regards, [redacted] ***

The customer was very delinquent on their paymentsOur company offered a program in which they could bring their account current without having to pay the amount they were actually behindIt is a helpful program for many of our customers that have fallen behind on their scheduled paymentsThis customer did not follow through correctly with the program offered making the program null and voidThe customer also made no further attempts to make any payments on the vehicleWe were given no other option by the customer at that point but to retrieve the collateralWe do not do our own repossessions, they are outsourced to a repossession companyIt is the customers responsibility to cover the cost of the repossession if they plan to redeem their vehicle

I see where I where I was mistakenMy apologies and I am happy to correct this problemPlease dispute the loan in discussion with TransUnionThere is a dispute tab at www.transunion.comOnce you make that dispute they will contact me and I will be able to correct it from that pointI am not sure why your report is reflecting that info but we will get this taken care ofThank you for your patience

The customer did have issues with the Chevy Cobalt that she purchasedWe tried to fix the issues and as stated in the warranty paperwork there is a $deductible for issues that are coveredThe customer agreed to thisShe did not pay the full deductible but did pay $of it and we
agreed to thatI believe this shows that we are trying to be helpfulIt was after the customer agreed to the repairs that we all made a decision to switch her into another vehicleOur service department has not taken any phone calls in regards to issues on the vehicle she switched into so we are unaware of any problem, if anyI do not believe we have done anything wrong I suggest that the customer catch up on her loan and I will be happy to apply the $paid on the deductible to her loan as soon as it is caught up. Thank you

Revdex.com:
I have reviewed the response 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
Regards,
*** ***

The customer signed multiple contracts that state her payment is $bi-weeklyIt was not set up as a monthly payment so it should not be looked at as suchAt this ***e there should be no negative marks on the customer credit because she is not far enough behindWe are happy to fix this
matter so the customer has a $monthly payment instead of $100.00 bi-weekly paymentThe customer will need to come to the dealership and sign a refinance agreement to change the contract to fit her scheduleI hope this will help resolve this matter