Eagle Auto Center

Please review attached supporting documentation relative to this matterCustomer purchased a car from us the end of November and we financed the loanWe specialize in financing customers with credit challengesPayments were set up as monthly as that is when she receives her income source The customer paid a $,down payment at the time of purchaseThe customer qualified for a vehicle in a specific price range due to her income level and credit situationThe vehicle she purchased fell into that categoryShe was not told by any staff person here that she could immediately swap it out for another, lower-mileage carShe was told by our sales manager that the vehicle she purchased was filling a "need", and if she satisfactorily paid on it for a couple of years, shecould then trade it in for a vehicle to fill a "want" (an upgrade)This is what he often tells customers in her similar financial situation as we do not operate our business by selling vehicles to people we know they cannot afford only to set them up for financial failureI have no idea what she is claiming about the mileage as every document reflects the actual mileage of the vehicle she purchasedThe customer brought her vehicle in on /27/for a clicking noise when turningWe replaced the driver's axle shaft with a new one at no charge to the customerIt bears pointing out that the year and mileage of the vehicle required NOW WARRANTY (NYS Lemon Law or otherwise), but we chose to offer the service at no chargeWe adamantly deny that any customer, including this one, has ever been placed on hold for minutesThe customer called on 12/5/and requested to speak with a "supervisor"My partner called her back at approximately 9:AMShe told him she had had to jump the car twice and that at times the car would start after she turned the key off for a minute then tried it againShe never said anything about having to put air in the tires nor did she claim the car cut off alongside the roadHe asked if she wanted to bring the car in right then and she said the earliest she could bring it in was Monday, Dec7, at 2:PM He assured her that although she had no warranty, we would take care of her issuesCustomer failed to show up for this appointmentHe asked her if the noise when turning was gone and she said it wasWe had installed two new tires on the carWe never claimed to have installed four new tiresBut again, the customer never made any complaint to us relative to air loss in any of the tiresShe also referred a friend who purchased a vehicle from us, which seems odd if she was dissatisfied with our businessInterestingly, the date of this customer's complaint to the Revdex.com is December 5, This is also the date of her first loan payment, which has not yet been made and is now days past due! In summary: • The customer freely purchased the carThe mileage was discussed verbally and in all documents signed by customer• Customer was never told she could immediately "exchange" car for one with lower mileageShe was told she could "trade up" after positive payment history after at least two years• We addressed noise compliant at no charge to customer despite no legal or contractual requirement to do so• She never made complaint to us regarding tires• We offered to get her right in to address the new complaint (again at no charge) on a SaturdayCustomer refused offer• She scheduled an appointment and was a NO Call, No Show• We have gone above and beyond what is contractually and legally required of us• Customer is not entitled to a refund of her down payment or a release from her Retail Installment Agreement • If she does not make her payment within the ten-day grace period, she will be charged a $late feeIf she does not make the payment by day , she will be subject to repossessionVery truly yours, Janet E

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I did call times before the car was repoedThe customer service didnt run my card after they said they wouldWhen they couldn't get a hold of me to tell me there was a problem they never called any of the references I providedI was under the impression my car payment was madeI also came in the period of time they told me to pick up the car with the fees and they already took the car off the road Regards, [redacted]

We sold a [redacted] to this customer and also financed the loan as she had credit challenges and could not obtain traditional financingOver the last few months, the customer was late on her payments several times, and her credit card declined numerous when we attempted to run it upon her requestWhen we called her to advise her of this, the phone number she had provided us was not workingBy the time she contacted us several days later, the account had a late fee assessed (over ten days past due)She was responsible to 1) make her payment on time, 2) be aware of her credit card balance and activity, 3) keep us updated with current contact informationWe make courtesy calls to advise customers when their payments are overdue, but it is not our responsibility to hunt them down when their phone numbers no longer work or when their credit cards decline repeatedlyWe waited to hear from the customer and when we did not, we repossessed the vehicleShe contacted us only after she noticed her vehicle had been repossessedWe advised her of the balance due which included all past due payments, late fees, and repossession feesShe advised when she would come in to clear the account of those fees and pickup her carShe failed to appear on the agreed dateWe turned in her plates to our local DMV as required by lawWhen she did come in, she was very upset that we had done that even though we showed her the requirement of the DMV lawShe said she was going to the local DMV to obtain new plates and would return to pay all of the fees and recover her vehicleShe left and never returnedShe was given ample opportunity to recover her vehicleNot doing so was her decisionAnother term of her contract was properly maintaining her vehicleBecause she had apparently failed to address mechanical issues, we have had to repair the vehicle to the cost of over $3,These recon fees will be included in the cost associated with re-selling the vehicle in an attempt to recoup the costs of the repossessionShe will be held accountable for the difference between what we can sell the vehicle for and the remaining balance on her loanThere will be no correction to her credit bureau reportingIn fact, the mechanical condition of the vehicle was discovered after the initial repo figure was reported and is subject to adjustment based on the reconditioning figure explainedVery Truly Yours, Janet E, V.P