Elite Acceptance Corporation

The Elite Acceptance Corporation highly values our customers and takes each complaint very seriously. We pride ourselves on the highest level of customer service in all departments at Elite. It would be standard practice for the Loan Servicing department to try to contact a customer that is late on... their payment to help them resolve the issue to avoid any further collection efforts. However, if our customers do not communicate with us, it is very difficult to assist them. We have addressed the issue internally with the Loan Servicing Agent in question and can assure you that he will never contact this customer again. We have also adjusted the late fees that may have accumulated during this difficult time. We would like the opportunity for a formal apology to made as well.

The assertions of EAC is untrue, not accurate, and is remiss in establishing a timeline of events and communication.My boyfriend, [redacted] Merchant, pass [redacted] away on September 4, 2015, we met in May of 2002. The Executor of **'s estate, [redacted] , reconcil [redacted] **'s personal and business affairs within **'s Will/Living Trust that [redacted] had determin [redacted] that I was stipulat [redacted] in **'s Will/Living Trust to receive personal belongings that were **'s. [redacted] ask [redacted] if I want [redacted] the vehicle and was in a position to take care of all responsibilities of the vehicle. I stat [redacted] yes and was pleas [redacted] as [redacted] want [redacted] me to have the vehicle and we had plann [redacted] to purchase another vehicle for [redacted] later in the year.Starting with September, 2015, I made seven (7) car payments (to include add'l fees for making online payments on the EAC website, in addition to maintaining car insurance on the vehicle and all requir [redacted] maintenance. I will provide the BBB with an exact amount that I paid to EAC with my personal checking account/debit card to EAC each month. The vehicle payments were due on the 25 of each month and all payments were made on or before the grace period each month. I was preparing to make this payment (within the grace period) when on May 12, 2015 upon returning home my 83 year old mother explain [redacted] that a white unmark [redacted] tow truck came to the house asking about **'s vehicle.My mother being home by herself at 83 years of age, was concern [redacted] to discuss anything with the person that came to our home; the driver was not in a mark [redacted] tow truck, did not have a badge to display his name and where he was from, he did not possess a business card and he ask [redacted] for [redacted] Merchant and ask [redacted] if my mother knew how to get a hold of the person that had the vehicle. The driver left a piece of paper with a telephone number on it to have me call the number on the paper (SEE ATTACH [redacted] COPY OF R**EEMPTION SUPPLEMENT PACKAGE - PAGE 3 IS THE PIECE OF PAPER TOW TRUCK DRIVER LEFT WITH MY MOTHER).I imm**iately call [redacted] EAC and ask [redacted] to speak with the office manager to discuss the situation. A woman came on the phone, would not provide her name and would not discuss anything with me and indicat [redacted] that the tow truck driver would be returning for the vehicle.I ask [redacted] my mother to go with me in the Jeep to EAC to meet in person to discuss the matter and to discuss the fact that I acquir [redacted] the Jeep, personal property of **'s, by [redacted] the Executor of **'s Estate.We arriv [redacted] at EAC at approximately 12:57 pm on May 12, 2015, at the window we were met by [redacted] . Upon arriving at Elite Acceptance Corp (aka EAC), [redacted] Velencia told me that she want [redacted] the keys to the vehicle and would not discuss the matter with me. I refus [redacted] to give the keys to ***, as we did not have another vehicle to leave in. I ask [redacted] to agree to allow me to have 1 hour to take my 83 year old mother home and to unload all our personal belongings and my son's wheelchair accessories - he is disabl**. [redacted] refus**. Without notice, communication, permission, [redacted] had the vehicle deactivat [redacted] during our sitting in the waiting room to arrange for a ride and to contact [redacted] , Executor of [redacted] Merchant's estate. I was able to reach [redacted] , Executor of **'s estate and [redacted] attempt [redacted] to speak with [redacted] regarding the matter. [redacted] was very firm with [redacted] , would not agree to allow me to leave and return in 1 hour with the vehicle, would not discuss the loan with [redacted] and would not give any details as to the intent of EAC and the vehicle. I went outside to go to the Jeep to get my briefcase out to send [redacted] an email. There was a small white car with a young girl blocking the Jeep, so not to be able to leave the parking lot. At that time, my Mother, [redacted] , told [redacted] , why she could be more amicable about the situation and allow her daughter to at least take her home. [redacted] demand [redacted] that my Mother leave their place of business or she would have her remov**. My Mother came out and told me what was exchang [redacted] in the office waiting room. I imm**iately call [redacted] 911, as I saw a tow truck arrive and go to the Jeep. I ask [redacted] my Mother to assist with getting all our personal belongings out of the vehicle. We start [redacted] to take items out, I ne [redacted] to get into the car on the passenger side open, I ask [redacted] the tow truck driver to open the door, he ask [redacted] me to hold on a moment, the next thing I know he grabb [redacted] the Jeep key from my hand and went directly to the tow truck and start [redacted] to drive off - WITH ALL OUR PERSONAL ITEMS IN VEHICLE.I took several pictures (ATTACH [redacted] - [redacted] is in the picture with another woman on the left, [redacted] is on the right in front of their office --- we are just several feet away). As I was speaking with the Police Department she indicat [redacted] that I should not have driven the Jeep to the place of business and that the business has 1 hour to report the vehicle being pick [redacted] up by a tow truck. My sister came and pick [redacted] us up and took us home. I call [redacted] the police department to learn that the tow truck that came and pick [redacted] up my Jeep was not licens [redacted] or register [redacted] with any licens [redacted] business. I grew very concern [redacted] and call [redacted] EAC. I spoke again to [redacted] and was given the name of the Impound Company that took the Jeep - we had to make an appt. to go to that office/yard and obtain our personal belonging and pay $25.00 in cash (SEE ATTACH [redacted] RECEIPT).On May 13, 2015, I call [redacted] the DA's office and they strongly advis [redacted] that I file a Police Report (POLICE REPORT FOR THEFT WAS FIL [redacted] - REPORT #T15008929). I call [redacted] and receiv [redacted] free counsel from two attorneys in Sacramento - one probate law, 2nd repossession attorney. Both indicat [redacted] that it became illegal for EAC to carry out the repossession due in part to the fact that they accept [redacted] SEVEN PAYMENTS from me and never question [redacted] anything until they learn [redacted] had pass [redacted] away. I was also advis [redacted] to file a claim with our insurance Company, Esurance (SEE ATTACH [redacted] CLAIM REPORT AND SUPPORTING DOCUMENTATION - I ASK BBB THAT ANY AND ALL PERSONAL CONFIDENTIAL DATA BE PROTECT [redacted] AND NOT DISCLOS [redacted] TO EAC).Esurance assign [redacted] my claim to Athena Blanco. Athena Blanco, Esurances Legal Department, attempt [redacted] to communicate with EAC and to find resolution to the matter. Athena Blanco exercis [redacted] all means and approaches with EAC, and quite dismay [redacted] contact [redacted] me and told me that they attempt [redacted] to discuss this matter with [redacted] and another person in the office, who would not disclose her name, but that they "laugh [redacted] and said that they would not discuss this matter even with Esurance" and that all attempts would be made to keep the vehicle and process the "R**eemption Letter to [redacted] Merchant's last known address. Athena Blanco explain [redacted] to me that there was not much more that they could do. During this time, Esurance paid for a vehicle for 1 week to assist me, as I have a disabl [redacted] son and we had the ne [redacted] for two vehicles that we could use to transport my disabl [redacted] son, age 24.EAC sent the R**emption Letter on May 15, 2015, I receiv [redacted] on May 17, 2015. I imm**iately sent the R**emption Letter to [redacted] for review and to discuss the matter. [redacted] advis [redacted] that since I contribut [redacted] $4,000 to***s the purchase of the Jeep in January, 2014, and had made payments in September, October, November, December, January, February, March of 2015, and that the amount of the payoff, with all applicable charges, etc., that I would be better off getting a new vehicle and that should we attempt to payoff the vehicle even under the Estate of [redacted] Merchant, that the way in which EAC was handling the matter, that I may end up with a great monetary loss and no vehicle. [redacted] also contact [redacted] the Maita Family, the owners of EAC and inquir [redacted] as to the matter. [redacted] felt that this entire matter was not handl [redacted] appropriately and my Mother and I had been treat [redacted] very disrespectfully and with poor business ethics. [redacted] made several attempts to resolve this matter by contacting EAC, speaking with Esurance, the Maita family, and giving me excellent support and representation. [redacted] is available to speak with you and to discuss this in detail. [redacted] can be contact [redacted] at ###-###-####. I encourage you and approve you to speak with Athena Blanco at Esurance, contact information is within the attach [redacted] reports. I can also provide email addresses for both [redacted] and AthenaMr. Luong, I am very disappoint [redacted] with the entire situation and will make every attempt to recoup my financial losses. In a separate email, I will be for***ing to you the amount of money I have lost due to this situation. I will be moving for***, unless there is a resolution made, to take EAC to court and will be filing a suit.Aside, the Jeep was had more than monetary value to me. Not only did I lose my life partner very unexpect**, I feel that this matter could have easily been handl [redacted] in a much better way, and with good outcome ----- as [redacted] would have want [redacted] it to be.Please contact me with any questions, [redacted]

Re: [redacted] (ID# [redacted] )I have thoroughly reviewed all documents pertaining to the referenced complaint. It seems we were not in receipt of the Due Date Change Form on or about the date indicated. However, the follow-up inquiry by [redacted] should have prompted a more thorough process by... our Customer Service department. As a result, internal process has been evaluated and adjusted. The resulting late charge on the account has been removed.Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to meThank you for taking the time to reach out to Elite AcceptanceI appreciate it a lot

Not only has our staff reviewed the response from *** *** in great detail, we also elected to have an automotive lending attorney review the entire case file. We’ve done so out of genuine moral concern that our actions thus far are both appropriate and legal. Having reviewed the entire file, our attorney has deemed the actions of Elite Acceptance Corp to be legally sound. In short, the only way Elite Acceptance Corp would have been obligated to continue receipt of payments from *** *** upon knowledge of *** ***’s death (debtor), would have been via a court order to do so sought by *** *** and the executor of the estate. No such court order has been served upon Elite Acceptance Corp. Furthermore, it should be also noted that proper notice was sent via certified mail (confirmed receipt is on file) for redemption (payoff) of the vehicle by the executor of the estate. The time permitted to do so has expired, but had the executor elected to do so, *** *** would then have been able to make a claim against the estate for her contribution to the loan balance

Indeed, the loss of a loved one is always a very sad situation. However, as described by *** *** in the complaint, she is not listed on the contract for purchase of the vehicle, nor is she listed on the vehicle title or the vehicle registration. Furthermore, although payments may
have been received beyond the date of *** ***’s death, that fact was unknown to Elite Acceptance Corporation (EAC) until *** *** revealed the information to EAC on 05/12/15, at which point no further payments were accepted. On 05/12/EAC began effortsto determine who had possession of the vehicle. Sources indicated his girlfriend, *** ***, was in possession of the vehicle, whom EAC was unable to make contact. Considering the account was then past-due, a repossession agent was dispatched to attempt contact with *** ***. Having done so, *** *** appeared at the EAC office in an attempt to make a payment. *** *** was then informed that payments could not be accepted in consideration of the fact that the EAC debtor, *** ***, was deceased. Given the fact EAC is not a direct lender, the only option is for payoff of the EAC account. Title would then be released to the estate of *** ***. *** *** refused to surrender the vehicle so it was taken by a licensed repossession agent. Proper notice for vehicle redemption has beendelivered with signed receipt to the last known address of *** ***. That matter is now left to the executor of the estate of *** ***, who has never made contact with EAC

I am rejecting this response because: The response doesn't address the threats to call the dealership and have the vehicle reposest after being a couple weeks lateIt also doesn't address the terrorist approach used by this companyYou have a recorded voice message from *** threatening to have the car reposestIn light of the resent suicide by an individual at at maita car lot over financing, I believe, and I sure hope *** wasn't in the loop on that, there is a huge problem with the path this company is taking

Re: *** *** (ID #***)I have thoroughly reviewed all documents pertaining to the referenced complaint. That, and after personally interviewing each and every staff member involved, I have concluded that *** *** was nformed of the first and subsequent due dates for all
monthly payments due on his auto loan with Elite Acceptance Corp. However, I have also noticed that his first monthly billing statement missed the processing cutoff deadline, so he did not receive a monthly statement until approximately 03/25/15. Although inconvenient, this is not considered uncommon in this industry, as processing of new sub-prime auto loans can bevery time consuming. This is exactly why all customers are notified of payment due dates at time of sale and once again when loan processing is completed. In the case of *** ***, who’s first payment came due on 03/17/15, he was informed once of the due date on 02/15/and again on 02/25/15, which included both the payment amount and mailing address. In both cases, more than enough time was allowed for the payment to be made on-time. It wasn’t until 04/01/when Anna contacted *** *** to inquire about the payment. Per Anna, her only objective of the call was to simply ask when the payment would be made. But in consideration of the family crisis *** *** was undergoing at the time, it is easy to understand why that objective was not met. At Elite Acceptance Corp., we strive to provide the highest level of service possible and continually focus training and development efforts towards patience and understanding of customer needs, even though they may not always be genuine. In the case of *** ***, he received treatment we do not condone or embrace at any level. On behalf of the entire staff at Elite Acceptance Corp., I sincerely apologize for what seemed like an utter lack of compassion during hard times. Such treatment will not continue… Regards,*** ***Tell us why here

Re: [redacted] (ID#[redacted])I have thoroughly reviewed all documents pertaining to the referenced complaint.  It seems we were not in receipt of the Due Date Change Form on or about the date indicated.  However, the follow-up inquiry by [redacted] should have prompted a more thorough process by...

our Customer Service department.  As a result, internal process has been evaluated and adjusted.  The resulting late charge on the account has been removed.Regards,[redacted]

Elite Acceptance Corporation takes all matters concerning
customer service very seriously.  Therefore, with respect to the complaint filed with the Revdex.com by [redacted], I have personally reviewed the account history and interviewed those
named in the complaint as well as their immediate...

supervisor.   Any
form of account access is logged via automation with date, time, employee and
purpose.  In this case, records indicate
the customer was contacted only as a reminder of a standing payment
arrangement, not for an ordinary payment.   Nevertheless, the staff has been
reminded to ensure all customers are treated with respect.  Additionally, for the account of [redacted], phone contact has been discontinued in place of US Mail only.  Unless, of course, the customer indicates in
writing their wishes to be contacted via phone.  The customer or the Revdex.com may contact me
directly if further assistance is needed.Regards,[redacted]VP Consumer Lending[redacted]

The assertions of EAC is untrue, not accurate, and is remiss in establishing a timeline of events and communication.My boyfriend, [redacted] Merchant, pass** away on September 4, 2015, we met in May of 2002.  The Executor of **'s estate, [redacted], reconcil[redacted]'s personal and business affairs within **'s Will/Living Trust that [redacted] had determin** that I was stipulat** in **'s Will/Living Trust to receive personal belongings that were **'s.  [redacted] ask** if I want** the vehicle and was in a position to take care of all responsibilities of the vehicle.  I stat** yes and was pleas** as ** want** me to have the vehicle and we had plann** to purchase another vehicle for ** later in the year.Starting with September, 2015, I made seven (7) car payments (to include add'l fees for making online payments on the EAC website, in addition to maintaining car insurance on the vehicle and all requir** maintenance.  I will provide the Revdex.com with an exact amount that I paid to EAC with my personal checking account/debit card to EAC each month.  The vehicle payments were due on the 25 of each month and all payments were made on or before the grace period each month.  I was preparing to make this payment (within the grace period) when on May 12, 2015 upon returning home my 83 year old mother explain** that a white unmark** tow truck came to the house asking about **'s vehicle.My mother being home by herself at 83 years of age, was concern** to discuss anything with the person that came to our home; the driver was not in a mark** tow truck, did not have a badge to display his name and where he was from, he did not possess a business card and he ask** for ** Merchant and ask** if my mother knew how to get a hold of the person that had the vehicle.  The driver left a piece of paper with a telephone number on it to have me call the number on the paper (SEE ATTACH** COPY OF R**EEMPTION SUPPLEMENT PACKAGE - PAGE 3 IS THE PIECE OF PAPER TOW TRUCK DRIVER LEFT WITH MY MOTHER).I imm**iately call** EAC and ask** to speak with the office manager to discuss the situation.  A woman came on the phone, would not provide her name and would not discuss anything with me and indicat** that the tow truck driver would be returning for the vehicle.I ask** my mother to go with me in the Jeep to EAC to meet in person to discuss the matter and to discuss the fact that I acquir** the Jeep, personal property of **'s, by [redacted] the Executor of **'s Estate.We arriv** at EAC at approximately 12:57 pm on May 12, 2015, at the window we were met by [redacted].  Upon arriving at Elite Acceptance Corp (aka EAC), [redacted] Velencia told me that she want** the keys to the vehicle and would not discuss the matter with me.  I refus** to give the keys to [redacted], as we did not have another vehicle to leave in.  I ask[redacted] to agree to allow me to have 1 hour to take my 83 year old mother home and to unload all our personal belongings and my son's wheelchair accessories - he is disabl**.  [redacted] refus**.  Without notice, communication, permission, [redacted] had the vehicle deactivat** during our sitting in the waiting room to arrange for a ride and to contact [redacted], Executor of ** Merchant's estate.  I was able to reach [redacted], Executor of **'s estate and [redacted] attempt** to speak with [redacted] regarding the matter.  [redacted] was very firm with [redacted], would not agree to allow me to leave and return in 1 hour with the vehicle, would not discuss the loan with [redacted] and would not give any details as to the intent of EAC and the vehicle. I went outside to go to the Jeep to get my briefcase out to send [redacted] an email.  There was a small white car with a young girl blocking the Jeep, so not to be able to leave the parking lot.  At that time, my Mother, [redacted], told [redacted], why she could be more amicable about the situation and allow her daughter to at least take her home.  [redacted] demand** that my Mother leave their place of business or she would have her remov**.  My Mother came out and told me what was exchang** in the office waiting room.  I imm**iately call** 911, as I saw a tow truck arrive and go to the Jeep.  I ask** my Mother to assist with getting all our personal belongings out of the vehicle.  We start** to take items out, I ne[redacted] to get into the car on the passenger side open, I ask** the tow truck driver to open the door, he ask** me to hold on a moment, the next thing I know he grabb** the Jeep key from my hand and went directly to the tow truck and start** to drive off - WITH ALL OUR PERSONAL ITEMS IN VEHICLE.I took several pictures (ATTACH** - [redacted] is in the picture with another woman on the left, [redacted] is on the right in front of their office --- we are just several feet away).  As I was speaking with the Police Department she indicat** that I should not have driven the Jeep to the place of business and that the business has 1 hour to report the vehicle being pick** up by a tow truck. My sister came and pick** us up and took us home.  I call** the police department to learn that the tow truck that came and pick** up my Jeep was not licens** or register** with any licens** business.  I grew very concern** and call** EAC.  I spoke again to [redacted] and was given the name of the Impound Company that took the Jeep - we had to make an appt. to go to that office/yard and obtain our personal belonging and pay $25.00 in cash (SEE ATTACH** RECEIPT).On May 13, 2015, I call** the DA's office and they strongly advis** that I file a Police Report (POLICE REPORT FOR THEFT WAS FIL** - REPORT #T15008929).  I call** and receiv** free counsel from two attorneys in Sacramento - one probate law, 2nd repossession attorney.  Both indicat** that it became illegal for EAC to carry out the repossession due in part to the fact that they accept** SEVEN PAYMENTS from me and never question** anything until they learn[redacted] had pass** away.  I was also advis** to file a claim with our insurance Company, Esurance (SEE ATTACH** CLAIM REPORT AND SUPPORTING DOCUMENTATION - I ASK Revdex.com THAT ANY AND ALL PERSONAL CONFIDENTIAL DATA BE PROTECT** AND NOT DISCLOS** TO EAC).Esurance assign** my claim to Athena Blanco.  Athena Blanco, Esurances Legal Department, attempt** to communicate with EAC and to find resolution to the matter.  Athena Blanco exercis** all means and approaches with EAC, and quite dismay** contact** me and told me that they attempt** to discuss this matter with [redacted] and another person in the office, who would not disclose her name, but that they "laugh** and said that they would not discuss this matter even with Esurance" and that all attempts would be made to keep the vehicle and process the "R**eemption Letter to ** Merchant's last known address.  Athena Blanco explain** to me that there was not much more that they could do.  During this time, Esurance paid for a vehicle for 1 week to assist me, as I have a disabl** son and we had the ne** for two vehicles that we could use to transport my disabl** son, age 24.EAC sent the R**emption Letter on May 15, 2015, I receiv** on May 17, 2015.  I imm**iately sent the R**emption Letter to [redacted] for review and to discuss the matter.  [redacted] advis** that since I contribut** $4,000 to[redacted]s the purchase of the Jeep in January, 2014, and had made payments in September, October, November, December, January, February, March of 2015, and that the amount of the payoff, with all applicable charges, etc., that I would be better off getting a new vehicle and that should we attempt to payoff the vehicle even under the Estate of [redacted] Merchant, that the way in which EAC was handling the matter, that I may end up with a great monetary loss and no vehicle.[redacted] also contact** the Maita Family, the owners of EAC and inquir** as to the matter.  [redacted] felt that this entire matter was not handl** appropriately and my Mother and I had been treat** very disrespectfully and with poor business ethics.  [redacted] made several attempts to resolve this matter by contacting EAC, speaking with Esurance, the Maita family, and giving me excellent support and representation. [redacted] is available to speak with you and to discuss this in detail.  [redacted] can be contact** at ###-###-####.  I encourage you and approve you to speak with Athena Blanco at  Esurance, contact information is within the attach** reports. I can also provide email addresses for both [redacted] and AthenaMr. Luong, I am very disappoint** with the entire situation and will make every attempt to recoup my financial losses.  In a separate email, I will be for[redacted]ing to you the amount of money I have lost due to this situation.  I will be moving for[redacted], unless there is a resolution made, to take EAC to court and will be filing a suit.Aside, the Jeep was had more than monetary value to me.  Not only did I lose my life partner very unexpect**, I feel that this matter could have easily been handl** in a much better way, and with good outcome ----- as ** would have want** it to be.Please contact me with any questions,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
Thanks so much for your help on this matter. I felt like I'm was victimized.

The Elite Acceptance Corporation highly values our customers and takes each complaint very seriously. We pride ourselves on the highest level of customer service in all departments at Elite. It would be standard practice for the Loan Servicing department to try to contact a customer that is late on...

their payment to help them resolve the issue to avoid any further collection efforts. However, if our customers do not communicate with us, it is very difficult to assist them. We have addressed the issue internally with the Loan Servicing Agent in question and can assure you that he will never contact this customer again. We have also adjusted the late fees that may have accumulated during this difficult time. We would like the opportunity for a formal apology to made as well.

Highly recommend this company. Best customer service !

Review: They have bad practice and customer services. I submit a payment date change form to [redacted] personally. Two weeks later I did a follow up with an email and unsuccessfully nobody response. On their website they indicate for us not to contact and we will be notify if we are not approved to change our day of payment. We, I did my due diligent and follow anyway, yet when I went to their office to pay the payment I was told I'm being charge with a late fee.The next day, I forward my email showing I email and did a second follow up and is only fair they do not charge me for the late payment fee. They denied of ever receiving my change of payment due day and refuse to wavie the late fee charge.I took the next step by emailing the Branch manager and everyone in the office the situation and how unresponsive they have been and still no response. I have trails of email corresponded show all the proof they received my original email and I be happy to email it to Revdex.com.Desired Settlement: All I'm asking is for them to waive the late fee charge but they refuse and take no responsibility for overlook my two email and in denied of ever receiving it when I have proof.

Business

Response:

Re: [redacted] (ID#[redacted])I have thoroughly reviewed all documents pertaining to the referenced complaint. It seems we were not in receipt of the Due Date Change Form on or about the date indicated. However, the follow-up inquiry by [redacted] should have prompted a more thorough process by our Customer Service department. As a result, internal process has been evaluated and adjusted. The resulting late charge on the account has been removed.Regards,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Thanks so much for your help on this matter. I felt like I'm was victimized.

Review: My boyfriend of 12 years passed away on September 4, 2014; upon his , the Executor of his estate granted me the vehicle of my boyfriend. I made payments from September, 2014 to April, 2015. Elite Acceptance, without notice, sent a tow truck to my home to take vehicle back. I went to their office with my elderly mother to discuss the matter and to arrange to take over the loan or to refi the purchase (this was not a lease); the Executor also attempted to arrange and assist, as did my insurance company, Esurance. Elite Acceptance Corp, would not provide any workout arrangement and was very hostile to me, my elderly mother, Executor and Esurance Investigators. The vehicle was impounded, with our personal belongings. I filed a "theft" report with the Sacramento Police Department, I contacted the DA's office. Payments made in total are over $3,000, plus car insurance and maintenance care given to the vehicleDesired Settlement: I was not able to secure the vehicle back even with the assistance of Executor, Esurance. I will be filing a Small Claims lawsuit, as upon obtaining counsel, Elite Acceptance Corp., violated California Law in accepting my payments each month; upon the first payment they accepted breached the contract.Elite Acceptance Corp., refuses to refund my payments made. As a personal note, this was one item of my late boyfriend.

Business

Response:

Indeed, the loss of a loved one is always a very sad situation. However, as described by [redacted] in the complaint, she is not listed on the contract for purchase of the vehicle, nor is she listed on the vehicle title or the vehicle registration. Furthermore, although payments may have been received beyond the date of [redacted]’s death, that fact was unknown to Elite Acceptance Corporation (EAC) until [redacted] revealed the information to EAC on 05/12/15, at which point no further payments were accepted. On 05/12/15 EAC began effortsto determine who had possession of the vehicle. Sources indicated his girlfriend, [redacted], was in possession of the vehicle, whom EAC was unable to make contact. Considering the account was then past-due, a repossession agent was dispatched to attempt contact with [redacted]. Having done so, [redacted] appeared at the EAC office in an attempt to make a payment. [redacted] was then informed that payments could not be accepted in consideration of the fact that the EAC debtor, [redacted], was deceased. Given the fact EAC is not a direct lender, the only option is for payoff of the EAC account. Title would then be released to the estate of [redacted]. [redacted] refused to surrender the vehicle so it was taken by a licensed repossession agent. Proper notice for vehicle redemption has beendelivered with signed receipt to the last known address of [redacted]. That matter is now left to the executor of the estate of [redacted], who has never made contact with EAC.

Consumer

Response:

The assertions of EAC is untrue, not accurate, and is remiss in establishing a timeline of events and communication.

Review: October of 2009 I purchased a minivan and Elite acceptance financed my van. 30 days before this purchase I had a vehicle reposed. [redacted] introduced himself and told me about elite. After putting a down payment of $3000 and a interest rate of %24.95 I asked the question about refinancing my vehicle if my payments were never late. Mr. [redacted] said yes they will after the first year.During the first year I made extra payments to the principle. When the first year was over I called Mr. [redacted] and reminded him about refinancing my van. He said that my balance is low and there would not be much of a change in my monthly price and encouraged me to keep paying my regular payments. So, I paid the van off 3 or 4 months earlier. Before I paid the van off I purchased a ford super duty v10 through Elite again. I put down another $3000 and had a rate %19.95 this time. Again, I asked about refinancing the vehicle later and was told yes I could. Well, after the first year of payments and never missing any of them I called about the refinance. Mr. [redacted] told me that the balance is much larger than the last vehicle I purchased and the lender wants to see at least 2 years of payments. (now I'm totally bummed out, but what do you do) So, the second year arrived in may of 2013, I called back and spoke to Mr. [redacted] and he said he will call me back in a couple of days. He didn't call me back for 2 1/2 weeks after I left 5 messages. During this 2 1/2 week wait I found out by another woman in the office that Elite never ever ever refinance vehicles. When Mr. [redacted] called me he said that they could not refinance the car because I had late payments. These late payments went past my grace period but they were not 30 day late payments. This is not what was told to me from Mr. [redacted] when I bought the first car from him nearly 4 years ago. Elite never planed on refinancing my vehicle from the beginning. Lying to customers is not acceptable to me nor should it be to anyonDesired Settlement: I want my interest rate changedfrom %19.95 to %10 starting from the beginning of my purchase date on my ford super duty. All interest I paid above that %10 I want it applied to the principle of my truck and I want a print out of all the interest that was applied. I will then be satisfied with this matter.

Business

Response:

Elite Acceptance Corporation has always considered the customer to be its most valued asset. We thoroughly evaluate every request we receive, of which there are many, and provide the highest degree of consideration to each. And after many years in business, to my knowledge, this complaint is the first Revdex.com complaint I have seen.

For clarity, it is important to note that Elite Acceptance Corporation has never offered "refinancing" to any customer. We have, however, provided interest rate reductions based on merit and to assist customers who are struggling with financial hardship. The requirements are simple; accounts must be maintained in good standing with no negative activity during the prior twelve months of account history. These requirements were explained to Mr. [redacted] numerous times.

With all due respect to Mr. [redacted], he contradicts himself in the fourth sentence of his complaint; "I asked the question about refinancing my vehicle if my payments were never late". Mr. [redacted] has a common misconception about the definition of late vs. on-time. Payments are due on or before the date stated on the contract and subject to a 5% late fee if more than ten days late. Payments more than thirty days late are reported to the credit bureaus. Mr. [redacted], like many people, incorrectly assume that as long as payments are received prior to the thirty day threshold, they are not considered late.

Even though Mr. [redacted] has not exceeded the thirty day threshold, he has exceeded the ten day threshold many times on both loans. He has accrued numerous late charges, which to-date remain unpaid. On May 6, 2013, Mr. [redacted] once again requested an interest rate reduction. He was then informed that he did not qualify as he had accrued seven late charges during the past twelve months. A payment pattern far from "never late". Furthermore, three additional late payments arrived since that conversation.

We regret the fact Mr. [redacted] feels he has been misled, but our records clearly support our position to once again deny his request. He has, however, received all value and consideration per the contract(s) he has signed.

Review: On February 15, 2015, I purchased a used Nissan Versa from Maita Nissan. Elite Acceptance Corp. financing the loan. A week or so later, I was called by [redacted], elite rep. [redacted] explained that my first payment was due March 17, 2015. She went on to say that Elite was not a typical finance company and flexible with loan payments and schedules. She stated that I would be receiving correspondence by mail with regards to the loan number and payment information. On March 28, 2015, I received mail from Elite stating that I was past due on my March payment and owed $668 for the March and April payment--This is the only correspondence I had received from Elite. I immediately set Elite up on my online banking, because now I had the loan number and billing info. I issued a check for $700 to cover the March and April payments. On April 1, 2015, I received a phone message from [redacted] stating that I was late on my March payment and to call her. It's important to note that several minutes before I called Elite back, I received a call that one of my sons was involved in a traffic collision and was in the emergency room. [redacted] stated that I was 16 days late on the March payment. I explained to her that I never received loan information she said would be sent and only learned the loan information on March 28 when I received the late notice for March. She replied that I should have looked up the information. I told her I sent $700 for the March and April payment. I then told her my son was involved in a traffic collision, in the emergency room and I had no time to talk. Her reply "that has nothing to do with why your late.' I hung the phone up on her and went to the emergency room. This morning, April 2, I had another phone message sent by [redacted] at 8:18am. She said that if I don't call her back she will call the car dealership and have them take the car back. I called her back and she again stated that I was 16 days late and if I don't make a payment she would call the dealership. I hung up on her.Desired Settlement: The 1st call [redacted]/Elite, I thanked Elite for taking the loan. I explained that my wife and I have sons with medical conditions, liver transplant and epilepsy. What I didn't tell her was that my wife has an inoperable brain tumor on thyroid medication, another son in harms way in Syria. Strong arm collection practice Elite is using on us has caused tremendous stress on my wife and I, and I mean tremendous. Settlement: a financial amount that will send a message to Elite and cover pain/suffering.

Business

Response:

Re: [redacted] (ID #[redacted])I have thoroughly reviewed all documents pertaining to the referenced complaint. That, and after personally interviewing each and every staff member involved, I have concluded that [redacted] was nformed of the first and subsequent due dates for all monthly payments due on his auto loan with Elite Acceptance Corp. However, I have also noticed that his first monthly billing statement missed the processing cutoff deadline, so he did not receive a monthly statement until approximately 03/25/15. Although inconvenient, this is not considered uncommon in this industry, as processing of new sub-prime auto loans can bevery time consuming. This is exactly why all customers are notified of payment due dates at time of sale and once again when loan processing is completed. In the case of [redacted], who’s first payment came due on 03/17/15, he was informed once of the due date on 02/15/15 and again on 02/25/15, which included both the payment amount and mailing address. In both cases, more than enough time was allowed for the payment to be made on-time. It wasn’t until 04/01/15 when Anna contacted [redacted] to inquire about the payment. Per Anna, her only objective of the call was to simply ask when the payment would be made. But in consideration of the family crisis [redacted] was undergoing at the time, it is easy to understand why that objective was not met. At Elite Acceptance Corp., we strive to provide the highest level of service possible and continually focus training and development efforts towards patience and understanding of customer needs, even though they may not always be genuine. In the case of [redacted], he received treatment we do not condone or embrace at any level. On behalf of the entire staff at Elite Acceptance Corp., I sincerely apologize for what seemed like an utter lack of compassion during hard times. Such treatment will not continue… Regards,[redacted]Tell us why here...

Consumer

Response:

I am rejecting this response because: The response doesn't address the threats to call the dealership and have the vehicle reposest after being a couple weeks late. It also doesn't address the terrorist approach used by this company. You have a recorded voice message from [redacted] threatening to have the car reposest. In light of the resent suicide by an individual at at maita car lot over financing, I believe, and I sure hope [redacted] wasn't in the loop on that, there is a huge problem with the path this company is taking.

Review: This company does not make it easy to make a payment. They do not work with you on late payments. Even if you are on time they still call you to remind you that your payment is coming up. I am an adult I do not want or need a reminder call. That is a form of harassment. I would also like to state that the manager [redacted] is extremely unprofessional and had a terrible attitude which is most likely why the rest of her employees act the same.Desired Settlement: I do not want to be contacted by Elite Acceptance ever again. I will not be late now or anytime soon. I have done everything as promised to make my payments. I do not want reminder calls, I do not want to speak with any member from the company again. If someone from this company needs to reach out I want a member of the corporate office to handle it. If I am a good client then there is no reason I need should be treated like a bad person.

Business

Response:

Elite Acceptance Corporation takes all matters concerning

customer service very seriously. Therefore, with respect to the complaint filed with the Revdex.com by [redacted], I have personally reviewed the account history and interviewed those

named in the complaint as well as their immediate supervisor. Any

form of account access is logged via automation with date, time, employee and

purpose. In this case, records indicate

the customer was contacted only as a reminder of a standing payment

arrangement, not for an ordinary payment. Nevertheless, the staff has been

reminded to ensure all customers are treated with respect. Additionally, for the account of [redacted], phone contact has been discontinued in place of US Mail only. Unless, of course, the customer indicates in

writing their wishes to be contacted via phone. The customer or the Revdex.com may contact me

directly if further assistance is needed.Regards,[redacted]VP Consumer Lending[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Thank you for taking the time to reach out to Elite Acceptance. I appreciate it a lot.