[redacted] and [redacted] purchased a vehicle with Discovery Auto Sales on January 22nd,They were approved with a down payment of $ The contract stipulates a down payment of $4000up front and a $deferred on January 29, 2015.The customers didn’t comply withtheir deferred payment schedule and after multiple broken promises to pay, wehad to repossess their vehicle on February 13, [redacted] was able toget his car back after making the payment, the same day, over the phone with acredit card for the amount of $plus the repo charge of $[redacted] and [redacted] had a firstpayment due to their finance company, Westlake Financial, on February 20, 2015in the amount of $ The customersdefaulted on the first payment and we were required to pay them back (seebuyback attachment) on March 6th.According to Westlake financial,the customers had made different promises to pay on February and March 2nd(see attachment) The Buy Back Letterwas sent to us by email on March 6, in which Discovery Auto sales had topay back the repurchase price plus the service fee to Westlake Financial.We paid the obligation to thefinance company on March 11, At this point we were made aware that [redacted] and [redacted] had submitted a monthly payment to Westlake Financialthrough Western Union in the amount of $on March 10, As per Westlake letter“The customer failed to fulfill either of those arrangement and was made awareher account was under review and a payment would not guarantee that WFS would continueto service the loan.”Once buyback was paid we sent thevehicle in question out for repossession [redacted] called our office and spoke with the finance manager [redacted] She explained the reasons and advised him to speak to WestlakeFinancial The same day, [redacted] called back asking what he can do to get his vehicle back and [redacted] told himhe would need to pay the total amount financed which is $plus the repocharge of $ [redacted] spoke to [redacted] on different occasions that day.On March 14th wereturned the call to [redacted] after a message that he was interested in getting apersonal loan to pay the amount dueOn March 18th [redacted] came tothe office to pick up the car after paying the amount due.As a final note, the customershad their car repossessed because they defaulted to comply with their paymentsstated in the contractHowever, the customers were able to pay the full amountowed and have possession ant total ownership of the vehicle
I understand this, but when you picked it up, the first claim closed, and when you brought it back we had to open a new claim, that is your warranty policy, not ours. Thinks again
Complain is fully resolved, even after reviewing her paper work and confirm that she does not have the option for returns, in order to close this complain, we gave her money back.Please let us know if you have any more questions or concerns.Regards
[redacted]
[redacted]
[redacted] bought a vehicle on March 20, 2015. She was approved with a down payment of$2400.00. At this time we were working with a 3rd party company called Tax Max, Where we could file the customerstaxes and use their refund as part their down payment. See attached document Mrs....
[redacted] signed a contract stating she would put $2000.00 down on March 30, 2015 and theremaining $400.00 on 04/03/2015.She paid $800.00 on March 30, 2015. She filed her taxes here and got a refund of$1216.05. Which was applied to her account. The remaining balance of $383.95was still due on 4/03/2015. She was called multiple times and left multiplemessages to get in contact with us regarding her deferred down payment that wasdue on April 3, 2015. During the process of trying to get a hold of her we were notified by her employer that she nolonger was employed. Customer was sent out for repossession on April 21, 2015 due to nonpayment of deferred downof $383.95 and 1st monthly payment of $452.60 that was due on April 20, 2015 asstated on her contract. After repossession [redacted] the collections clerk spoke to Mrs. [redacted] on what stepsneeded to be taken to redeem her possessions and/or vehicle. While speaking toher this is when we became aware that she had been out of town.We sent a 20 days notice letter on April 21, 2015. See attached document.No contract was ever lost. We have the signed documents here in office. See attacheddocuments. We have open doors for Ms. [redacted] and we will use part of the money collected towards a newvehicle with Discovery Auto Sales. Taking in consideration fees and expensesthat were incurred. Attached Documents: Contract, 20 Days Notice Letter, And Tax Max Refund Paperwork
[redacted] and [redacted] purchased a vehicle with Discovery Auto Sales on January 22nd,2015. They were approved with a down payment of $4500. The contract stipulates a down payment of $4000up front and a $500 deferred on January 29, 2015.The customers didn’t comply withtheir...
deferred payment schedule and after multiple broken promises to pay, wehad to repossess their vehicle on February 13, 2015. [redacted] was able toget his car back after making the payment, the same day, over the phone with acredit card for the amount of $500 plus the repo charge of $225.[redacted] and [redacted] had a firstpayment due to their finance company, Westlake Financial, on February 20, 2015in the amount of $449.62. The customersdefaulted on the first payment and we were required to pay them back (seebuyback attachment) on March 6th.According to Westlake financial,the customers had made 2 different promises to pay on February 28 and March 2nd(see attachment). The Buy Back Letterwas sent to us by email on March 6, 2015 in which Discovery Auto sales had topay back the repurchase price plus the service fee to Westlake Financial.We paid the obligation to thefinance company on March 11, 2015. At this point we were made aware that[redacted] and [redacted] had submitted a monthly payment to Westlake Financialthrough Western Union in the amount of $500 on March 10, 2015. As per Westlake letter“The customer failed to fulfill either of those arrangement and was made awareher account was under review and a payment would not guarantee that WFS would continueto service the loan.”Once buyback was paid we sent thevehicle in question out for repossession. [redacted] called our office and spoke with the finance manager [redacted]. She explained the reasons and advised him to speak to WestlakeFinancial. The same day, [redacted]called back asking what he can do to get his vehicle back and [redacted] told himhe would need to pay the total amount financed which is $8931.59 plus the repocharge of $250. [redacted] spoke to [redacted] on 2 different occasions that day.On March 14th wereturned the call to [redacted] after a message that he was interested in getting apersonal loan to pay the amount due. On March 18th [redacted] came tothe office to pick up the car after paying the amount due.As a final note, the customershad their car repossessed because they defaulted to comply with their paymentsstated in the contract. However, the customers were able to pay the full amountowed and have possession ant total ownership of the vehicle.
Complaint: [redacted]
I am rejecting this response because: This should not be 2 claims. The vehicle was put in the repair shop because it was running hot. They originally said it was the air compressor. They told us the problem was fixed and I paid my deductable and received my vehicle back. On my way home the vehicle ran hot again. I called them and they told me to bring it back. I had it towed back to them. Once they looked at it they said oh it's the motor that's why it's running hot. It took them almost a month to fix it. Once it was repaired they said I owed another deductable because it's a separate claim. It would have not been a separate claim if they had fixed the problem to start with. I should not have to come out of my pocket again because they did not fix the problem from the beginning.
Regards,
[redacted]
Unfortunately our customer [redacted] was repossessed due to his account being past due 60 days.Our online system does not allow a customer to make a payment nor a partial payment online once a customer has become past due 15 days or has been placed out for repossession. We do not...
take payments over the phone that is our company policy. Customer's must come in to make arrangements for any past due balances. We explained to Mrs. [redacted] that we cannot make a payment over the phone and that Mr. [redacted] must come in to one of our 2 offices to make a payment. Mr. [redacted] missed a payment on 9/28/2015 and 10/28/2015. He was sent out for repossession on 11/06/2015 and was repossessed on 11/09/2015.
Ms. [redacted] bought a 2013 Kia Rio on February 28, 2017. The approval for the vehicle asked for $2000 down. Ms. [redacted] had 1500 with her and we were willing to work with her on the remaining $500. The deferred dates were $250 on 03/10/2017 and another $250 on 03/17/2017. Customer agreed to...
the dates and signed the contract. (see attachment) She also signed an additional form the down payment agreement. (see attachment) Ms. [redacted] also signed up for recurring payments through ACH. (see attachment) We reached out several times to Ms. [redacted] to help with a payment due date change. We have spoken to Ms. [redacted] about sending her paystubs to the office and she refused. Stating we have her bank statement. Due to our policy for due date changes we must have an updated paystub. We tried reaching out to the customer to come in for the amendment with her updated paystub. We have not made any contact with her.
The vehicle, was driven in order to verify repairs done at not cost to the customer, no accident was reported, customer is complaining about a repossession based on a past due payment clearly stipulated on the sales contract. If a copy of this document is needed, please advise. Best...
[redacted] and [redacted] purchased a vehicle with Discovery Auto Sales on January 22nd,They were approved with a down payment of $ The contract stipulates a down payment of $4000up front and a $deferred on January 29, 2015.The customers didn’t comply withtheir deferred payment schedule and after multiple broken promises to pay, wehad to repossess their vehicle on February 13, [redacted] was able toget his car back after making the payment, the same day, over the phone with acredit card for the amount of $plus the repo charge of $[redacted] and [redacted] had a firstpayment due to their finance company, Westlake Financial, on February 20, 2015in the amount of $ The customersdefaulted on the first payment and we were required to pay them back (seebuyback attachment) on March 6th.According to Westlake financial,the customers had made different promises to pay on February and March 2nd(see attachment) The Buy Back Letterwas sent to us by email on March 6, in which Discovery Auto sales had topay back the repurchase price plus the service fee to Westlake Financial.We paid the obligation to thefinance company on March 11, At this point we were made aware that [redacted] and [redacted] had submitted a monthly payment to Westlake Financialthrough Western Union in the amount of $on March 10, As per Westlake letter“The customer failed to fulfill either of those arrangement and was made awareher account was under review and a payment would not guarantee that WFS would continueto service the loan.”Once buyback was paid we sent thevehicle in question out for repossession [redacted] called our office and spoke with the finance manager [redacted] She explained the reasons and advised him to speak to WestlakeFinancial The same day, [redacted] called back asking what he can do to get his vehicle back and [redacted] told himhe would need to pay the total amount financed which is $plus the repocharge of $ [redacted] spoke to [redacted] on different occasions that day.On March 14th wereturned the call to [redacted] after a message that he was interested in getting apersonal loan to pay the amount dueOn March 18th [redacted] came tothe office to pick up the car after paying the amount due.As a final note, the customershad their car repossessed because they defaulted to comply with their paymentsstated in the contractHowever, the customers were able to pay the full amountowed and have possession ant total ownership of the vehicle
I understand this, but when you picked it up, the first claim closed, and when you brought it back we had to open a new claim, that is your warranty policy, not ours. Thinks again
Complain is fully resolved, even after reviewing her paper work and confirm that she does not have the option for returns, in order to close this complain, we gave her money back.Please let us know if you have any more questions or concerns.Regards
[redacted]
[redacted]
[redacted] bought a vehicle on March 20, 2015. She was approved with a down payment of$2400.00. At this time we were working with a 3rd party company called Tax Max, Where we could file the customerstaxes and use their refund as part their down payment. See attached document Mrs....
[redacted] signed a contract stating she would put $2000.00 down on March 30, 2015 and theremaining $400.00 on 04/03/2015.She paid $800.00 on March 30, 2015. She filed her taxes here and got a refund of$1216.05. Which was applied to her account. The remaining balance of $383.95was still due on 4/03/2015. She was called multiple times and left multiplemessages to get in contact with us regarding her deferred down payment that wasdue on April 3, 2015. During the process of trying to get a hold of her we were notified by her employer that she nolonger was employed. Customer was sent out for repossession on April 21, 2015 due to nonpayment of deferred downof $383.95 and 1st monthly payment of $452.60 that was due on April 20, 2015 asstated on her contract. After repossession [redacted] the collections clerk spoke to Mrs. [redacted] on what stepsneeded to be taken to redeem her possessions and/or vehicle. While speaking toher this is when we became aware that she had been out of town.We sent a 20 days notice letter on April 21, 2015. See attached document.No contract was ever lost. We have the signed documents here in office. See attacheddocuments. We have open doors for Ms. [redacted] and we will use part of the money collected towards a newvehicle with Discovery Auto Sales. Taking in consideration fees and expensesthat were incurred. Attached Documents: Contract, 20 Days Notice Letter, And Tax Max Refund Paperwork
[redacted] and [redacted] purchased a vehicle with Discovery Auto Sales on January 22nd,2015. They were approved with a down payment of $4500. The contract stipulates a down payment of $4000up front and a $500 deferred on January 29, 2015.The customers didn’t comply withtheir...
deferred payment schedule and after multiple broken promises to pay, wehad to repossess their vehicle on February 13, 2015. [redacted] was able toget his car back after making the payment, the same day, over the phone with acredit card for the amount of $500 plus the repo charge of $225.[redacted] and [redacted] had a firstpayment due to their finance company, Westlake Financial, on February 20, 2015in the amount of $449.62. The customersdefaulted on the first payment and we were required to pay them back (seebuyback attachment) on March 6th.According to Westlake financial,the customers had made 2 different promises to pay on February 28 and March 2nd(see attachment). The Buy Back Letterwas sent to us by email on March 6, 2015 in which Discovery Auto sales had topay back the repurchase price plus the service fee to Westlake Financial.We paid the obligation to thefinance company on March 11, 2015. At this point we were made aware that[redacted] and [redacted] had submitted a monthly payment to Westlake Financialthrough Western Union in the amount of $500 on March 10, 2015. As per Westlake letter“The customer failed to fulfill either of those arrangement and was made awareher account was under review and a payment would not guarantee that WFS would continueto service the loan.”Once buyback was paid we sent thevehicle in question out for repossession. [redacted] called our office and spoke with the finance manager [redacted]. She explained the reasons and advised him to speak to WestlakeFinancial. The same day, [redacted]called back asking what he can do to get his vehicle back and [redacted] told himhe would need to pay the total amount financed which is $8931.59 plus the repocharge of $250. [redacted] spoke to [redacted] on 2 different occasions that day.On March 14th wereturned the call to [redacted] after a message that he was interested in getting apersonal loan to pay the amount due. On March 18th [redacted] came tothe office to pick up the car after paying the amount due.As a final note, the customershad their car repossessed because they defaulted to comply with their paymentsstated in the contract. However, the customers were able to pay the full amountowed and have possession ant total ownership of the vehicle.
Complaint: [redacted]
I am rejecting this response because: This should not be 2 claims. The vehicle was put in the repair shop because it was running hot. They originally said it was the air compressor. They told us the problem was fixed and I paid my deductable and received my vehicle back. On my way home the vehicle ran hot again. I called them and they told me to bring it back. I had it towed back to them. Once they looked at it they said oh it's the motor that's why it's running hot. It took them almost a month to fix it. Once it was repaired they said I owed another deductable because it's a separate claim. It would have not been a separate claim if they had fixed the problem to start with. I should not have to come out of my pocket again because they did not fix the problem from the beginning.
Regards,
[redacted]
Unfortunately our customer [redacted] was repossessed due to his account being past due 60 days.Our online system does not allow a customer to make a payment nor a partial payment online once a customer has become past due 15 days or has been placed out for repossession. We do not...
take payments over the phone that is our company policy. Customer's must come in to make arrangements for any past due balances. We explained to Mrs. [redacted] that we cannot make a payment over the phone and that Mr. [redacted] must come in to one of our 2 offices to make a payment. Mr. [redacted] missed a payment on 9/28/2015 and 10/28/2015. He was sent out for repossession on 11/06/2015 and was repossessed on 11/09/2015.
Ms. [redacted] bought a 2013 Kia Rio on February 28, 2017. The approval for the vehicle asked for $2000 down. Ms. [redacted] had 1500 with her and we were willing to work with her on the remaining $500. The deferred dates were $250 on 03/10/2017 and another $250 on 03/17/2017. Customer agreed to...
the dates and signed the contract. (see attachment) She also signed an additional form the down payment agreement. (see attachment) Ms. [redacted] also signed up for recurring payments through ACH. (see attachment) We reached out several times to Ms. [redacted] to help with a payment due date change. We have spoken to Ms. [redacted] about sending her paystubs to the office and she refused. Stating we have her bank statement. Due to our policy for due date changes we must have an updated paystub. We tried reaching out to the customer to come in for the amendment with her updated paystub. We have not made any contact with her.
The vehicle, was driven in order to verify repairs done at not cost to the customer, no accident was reported, customer is complaining about a repossession based on a past due payment clearly stipulated on the sales contract. If a copy of this document is needed, please advise. Best...
Regards Discovery Auto Sales