EZ Own Auto Source

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 until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

This was not a retail sale, it was a lease-to-own vehicle which included a service program (see attached contract) The customer was not being charged for any of the service being performedWe were trying to address the problems as best we could, and provided transportation for him whenever possible We also offered to get him into something different because of the issues he was having with the car, but the customer opted to get out of the programPer the refund policy (attached) there are no refunds after the first seven days, and MrAlessi had use of the vehicle for just over a month, so we cannot offer a refundPer his contract, he did owe the balance on his unpaid downpayment ($534), but we will offer to waive that balance on his promissory note, so the customer does not have any past due balance with usMrAlessi could use his credit of $(what he paid towards the nonrefundable origination) to get into a different vehicle with us, as well

Here are the facts on this customer’s lease vehicle account with EZ OWN, which was repossessed on 10/14 due the customer’s inability to produce a valid Driver’s license.On 9/22/14, the customer entered into a lease-to-own contract on a [redacted] with $700 down. When the customer reported...

mechanical issues, we had him test drive a Buick [redacted] on 9/30 and we switched him into that vehicle, crediting his downpayment and lease payment for the $700 he had paid. On 10/1 the customer came in to the [redacted] sales office to report a vibration issue and said he wanted to change into a different car because his girlfriend didn’t like the [redacted]. We told him we needed a chance to look at the [redacted] first, and the [redacted] sales team worked with service to schedule an appointment for him the next day. On 10/2 the customer brought his car in for service, we took him to work, we replaced both the front and rear motor mounts, and we delivered the car back to him that day, all at no charge to the customer.On 10/7 the customer’s contract went to the underwriting department for review, and it was discovered that he did not have a valid Driver’s License, only a letter from [redacted] DC DMV dated April 2014. The corporate office called the customer on 10/7 to discuss the bank's need for a valid [redacted] Driver’s license. The customer became irate and hung up. We called him back and invited him to come in to discuss with the company owner. The customer declined, and said he would bring in a valid [redacted] Driver’s license.When the customer failed to produce a valid Driver’s license as promised or make his contracted payment on 10/13, we called and sent him an email asking him to get in touch with us. The customer emailed back that he would be returning the car. He emailed us again at 8:40pm to let us know he was that he was circumventing our GPS locator on the vehicle and that he would be calling to have the vehicle towed from his apartment as being an unauthorized vehicle in a permitted parking space.We repossessed the vehicle the morning of 10/14. At repo it was discovered the customer had tampered with the car causing major damages to the fuse box, engine computer, battery and the rear seat. The customer did not make any payments on his account beyond the $700 down on 9/22. He and is not owed a refund per the signed Refund Policy, attached.The customer signed a promissory note of $1,364.85 (attached) which is collectible by law, and we plan to pursue collection on that note along with the damages done to the vehicle.

We are sorry that the customer ended up purchasing elsewhere, but we understand their decision as we were having difficulty finding the type of vehicle they wanted with a 3rd row. We had them in a 2005 [redacted] in the interim while we looked for a reliable vehicle for them each week at auction...

and our wholesale outlets, but we were unable to find one that fit their parameters and could pass our safety tests. We offered to keep looking, but after 3 weeks, the customers told us that they had found one at [redacted] and would be surrendering the [redacted].
Ours is a lease-to-own program, so the customer is free to return the vehicle at any reason and is only responsible for the downpayment, for which they sign a promissory note (see attached). This customer had an unpaid balance of $433.70 on that promissory note, plus a daily payment past due balance of $191.12, for a total collectible balance of $642.82 (see attached return statement). Because the monies the customer paid towards the downpayment and daily payments are nonrefundable, per the signed Return Policy (see attached), we cannot offer a refund. But we are offering to dismiss the customer’s promissory note obligation and past due balance totaling $642.82.

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.
So if possible I would have had to write my own agreement stating the needs we had and were re assured by your offices at both [redacted] and [redacted] and considering each time we went in there was another customer truly upset with the way you conducted business. And its even more frustrating knowing the customers who purchased vehicle not even 3 hours later after dropping vehicle off. [redacted] only put $400 down and her payment was less then ours.  And so was additional downpayment payments. We feel very wronged by your company and think its totally crazy for you to charge us anything. We would have brang vehicle back within 7 days if only we had not been swindled and felt as if we were being lied to. Your staff at front are very un professional and the only one that was ok to deal with was [redacted] at [redacted] office.  The rest are complete jokes and totally out for themselves and we refuse to help pay anyone's bills especially when they can't even contact us back. Have learned never to go here. Would rather be taxi or bus ridden if this was our only option for our own transportation. 
Regards,
[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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

This was not a retail sale, it was a lease-to-own vehicle which included a service program (see attached contract).  The customer was not being charged for any of the service being performed. We were trying to address the problems as best we could, and provided transportation for...

him whenever possible.  We also offered to get him into something different because of the issues he was having with the car, but the customer opted to get out of the program. Per the refund policy (attached) there are no refunds after the first seven days, and Mr. Alessi had use of the vehicle for just over a month, so we cannot offer a refund. Per his contract, he did owe the balance on his unpaid downpayment ($534), but we will offer to waive that balance on his promissory note, so the customer does not have any past due balance with us. Mr. Alessi could use his credit of $708.88 (what he paid towards the nonrefundable origination) to get into a different vehicle with us, as well.

This customer has paid a total of $850 (not $1600) to our company. He put $400 down on January 6, 2015 to get into a [redacted]. There are no notes on the delivery form or in the customer’s account about any service issues with the [redacted]. He rear-ended another vehicle on January 14th, and...

an insurance claim was opened, for which the customer owes the $500 deductible. Because that vehicle was most likely going to be a total loss, we put him into a [redacted] on January 21st, and the customer paid $450 towards the $2077.92 downpayment. The customer was not only told about the downpayment, he signed a separate promissory note for the balance (see attached).  We received notification four days later that the customer had written a negative Revdex.com review and we promptly called the customer and left a message for him to get in touch with us so we could discuss. The next day, the customer notified us that he had gotten into another wreck with the [redacted], this time driving it over a curb. This customer is no longer eligible to lease a vehicle from our company due to two at-fault accidents in the space of two weeks. He is being sent to legal for the balance he owes on his promissory note, along with the two insurance deductibles for the vehicles he damaged, for a total of $2,627.92 (see attached return statement).

Review: I purchased a vehicle from this company and was in an accident that was not my fault. The car was totaled. The insurance paid out the vehicle and there was a credit of $1,176 over and above the pay out that was to be used to obtain another vehicle from this company. They put me in another vehicle that they claimed had been checked and service and was in good running condition. At that time I gave them an additional four hundred dollars in order to drive the vehicle off the lot. Within a few days the car overheated and sludge spilled out from the coolant resovoir and the engine seized. They had to have the vehicle towed back to the lot. Days went by with no word and my phone calls were left unreturned. After a couple of weeks I finally heard from them and was told they were looking for a new motor. I told them I was no longer interested in that vehicle and did not trust that their service department would properly repair the car. At that time they did not have a suitable car in their inventory so I said I would wait. I was assured by the sales associate that the four hundred I put down on the broken car would be applied along with the other credit of $1,176 to get me into a suitable, properly running vehicle. I went back in today and found one. Contrary to what I was led to believe, they requested an additional 250 dollars for a car that was being sold under the same price and terms as the broken car they previously put me in. When questioned about the four hundred dollars that I was owed from the broken car, they said the credit of $1,176 included the 400 additional I had put toward the broken car. At the time I purchased the broken car, my credit was $1,176 before I applied an additional 400. Now they are trying to tell me that is the amount of credit I have including the 400. They also refused to return the 400 that I put toward a car that they purported to be in proper running condition. As it stands, my options are to either cut my losses and walk away or give them more money to which I feel they are not entitled to take. I'm already out the $1,176 that the insurance paid over and above the payout for the car due to a clause in their contract and now I'm out another 400 that I put toward the defective car that they put out there as not defective. Had their service department properly checked the vehicle in the first place, they should have known the cooling system was not working. Not to mention the previous vehicle I purchased, the one that was in the accident, had to be returned within days of driving it off the lot for additional repairs. The lack of trust within the service department is only part of the problem. When you call you are told they are busy and will call right back and they never do. You have to call repeatedly and hope they answer. The people who answer the phone are rude and unprofessional. When you call or go in, you are not treated well at all. The day I was at their lot getting the defective vehicle, the man at the front desk where you are first greeted was dirty and dressed poorly and was eating a big, sloppy sandwich. He was answering the phone with food in his mouth and was greeting customers with food on his face. It was disgusting and had I been a first time customer, I would have turned around and walked right out. Since they already had $1,176 that I was never going to get to put toward a car somewhere else, I had to stay. Since they had the $1,176 plus the $400, I was left with no choice but to try and deal with this company that treats me badly, sells broken cars, lies and steals money. So today I had to cut my losses and walk away rather than continue to be robbed and mislead. I will never deal with these crooks and liars again and I will tell everyone I know not to go to this place. Other than that, I feel my hands are tied because of the underhanded way this company does business.Desired Settlement: I want the credit of $1,176 refunded to me as well as the $400 additional I applied in spite of any clause in their contract. I need to go elsewhere to obtain a vehicle because they cannot be trusted to be fair in their business dealings.

Business

Response:

First, we would like to clarify the question of a $1,176 “credit” the customer believes he is owed from the insurance total loss on the first car, a 2002 Hyundai Accent. There is no credit that is owed the customer from the total loss insurance check.

Because EZ OWN Auto Source owns the vehicle until it is paid off by the customer, all total loss checks are payable to the company. In this instance, EZ OWN received a check for $4,909.51, representing the exact amount our company had vested in this particular vehicle to purchase and prepare it for the program ($5,409.51) minus the customer’s $500 deductible. So there is no “credit” from the fact of the insurance total loss.

According to our Lease to own exchange addendum (attached), a customer’s credit towards another vehicle is calculated from how much s/he paid towards his/her origination fee, minus any fees or insurance deductibles.

In this case, the customer had been in the Accent since March 16, and had paid $1,252.92 towards his origination fee on the vehicle that was totaled. On August 3, he got into the 2003 Passat, and on his contract he was credited $1,176.72. By my calculation, this is $76.20 less than the correct credit amount. He put $400 down on the Passat on August 3, 2013, of which $173.10 went towards the origination fee, and $226.90 was the biweekly rental fee. According to our system notes, we brought the Passat back in for service on August 13, 2013 and determined that it needed a motor. While we were looking for a motor to put into it, at no cost to the customer, the customer informed our back office that he would self-surrender the vehicle and would come back to the program when he was done with school.

On Oct 15, the customer apparently came back to the program and was incorrectly told that his credit was $1,176. His correct credit is the $1,252.92 he paid towards his first vehicle origination fee, plus the $173.10 he paid towards his Passat, plus $64.84 representing 4 days of unused daily payment on the Passat, for a total of $1,490.86. Please note that this credit actually INCLUDES the $500 insurance deductible we are still waiting to be returned to us by the customer’s insurance company, which may take another 6-8 months as it goes through subrogation.

According to our return policy (same document, attached), we do not offer refunds unless within the first seven days of delivery, but we do credit a customer towards another vehicle in our program. EZ OWN would like to offer the customer the full $1,490.86 credit towards another vehicle if he would like to get back into the program. Please contact our sales manager [redacted] at ###-###-####.

Review: I was told when I signed up with them that as long as I kept communication with the company there shouldn't be no problems whenever I fell behind on payments I did just that and next thing I know my car was being turned off because of another employee who didn't know my situation and communication that I was keeping with another employee that was there I ended up getting stranded at work and having to walk home at 9:00pm. When they reposed the vehicle I was never contacted or notified, I called to collect my personal belongings I was told they were if the front office for me to pick up, I kept in contact with them about my personal belongings that were inside my vehicle when I went to go pick up my personal belongings an employee tells me that my belongings were no longer there they don't know what happened to them, they don't know if my belongings were thrown away. My belongings that I had in my car and to pick up have sentimental value to it. I was as well told that any problems with the car would be fixed at no cost to me if it was wrong with the car at time of purchase so when I went to take the car in to get fixed didn't fix the brakes correctly when I went back the second time to get the brakes fixed correctly they wanted to charge me when I told him that no I was not going to pay they said fine no problem and when the next customer came in with a similar problem they did not charge him very rude customers service as well the car the are selling are not safe.Desired Settlement: I know I can not get my belongings back and I definitely don't want my car back or do business with this company ever again, however I would like to be reimbursed with every pennie I ever gave this company. I would like all of my money back as well I would like this company shut down so that no one else would have to go thru what I have gone thu

Business

Response:

Thank you for the opportunity to respond to this complaint. We were puzzled when we received it, as we had been working amicably with this customer and she had not given us any indication of being so upset. This customer was aware that she was past due and that we had disengaged her vehicle on 12/11/15 because her account was over $1,000 past due and she broke her promise to pay from 12/7/15. That was our last conversation with the customer prior to repossessing the vehicle on 12/28/15. We did hear from her on 01/18/16 in regards to her personal belongings. Ms. [redacted] came into the Scottsdale location on 1/30/16. This was past the 30 days the law instructs us to keep her items. Her vehicle was disengaged a second time when her state-mandated insurance had lapsed. We spoke to her on 10/30/15 at 12:06 pm and reengaged at 1:32 pm. The first time we disengaged her vehicle was also for broken promise to pay. We assured her we’d work out payment arrangements on her past due balance, which includes issues with her paycheck back in November 2015. She did not call to catch up as promised. In regards to the servicing of the brakes, the vehicle was first brought on 09/25/15 to repair the brakes. There was never a call to our service department. Even when the vehicle was brought in for routine oil change on December 7, 2015, we never received a complaint about the brakes. It was only mentioned on 12/11/15 when we called to collect a payment. In light of these events, we assigned the vehicle to be repossessed. We are always willing to work with our customers on payments.

Consumer

Response:

I contacted the company on on 1/05/2016 bout my vehicle and my belongings because I was never contacted by the company to let me know that they had even picked up my car. I kept in contact like the told me to and it didn't matter my belongs were still thrown out and as well my car was cut off. I have phone records of me contacting them and can provide them of me contacting ez on 1/5/16, 1/16/16, 1/18/16, 1/19/16, 1/20/16, 1/24/16, 1/26/16, 1/28/16 and on all date I was told my belongings were still there for me but when I called on 1/5/16 they couldn't even tell me if they had my vehicle or not. I talked to a emplyee names Brittany about my belongings and that she would leave note and as well I was working with the employee named alex about my payment. this company has rude employees and are a bunch of cons. I am not the only person who has had problems with this company. As you can see clearly on the reviews on [redacted] about them. If there any questions or concerns please feel free to contact me at [redacted].

Business

Response:

It is unfortunate that this customer feels the way she did. However, she failed to make her payments and maintain the State Required Insurance. We felt that extending her past due as long as we have was more than generous and far more than any lender or any other company would have gone. We have followed all the terms of the agreement and the laws of the State of Arizona. We have found that customers who have failed to pay and maintain their insurance, as per the law, end up having a bad customer experience.

Review: Went to [redacted] in [redacted] office and she quickly got us into a vehicle that we did not want telling us that we would get the desired vehicle within a month to 2 months and we told her that we needed at least a truck within a month and was re assured that was do able. So we put $1000.00 down and was only able to contact her once within a 2weeks period of time being told a vehicle was in and she would call back tomorrow and let us know what was going on..she did not call .a week later we were informed we needed to take vehicle in for emissions which was a surprise to us since we were told when agreeing to use this vehicle that tags were covered by there part and had recently questioned [redacted] about tags expiring since they said July of 2014 and was told we had been differed til middle of august. We'll 2 days later [redacted] from [redacted] office told us emissions needed to be done either at [redacted] office or we could pay at our local emissions place and would be taken off our next payment. After emissions were done on at our own location [redacted] said she would send it [redacted] office for us to pick up on July 31. On July 31 we called to verify that it was at [redacted]'s office and [redacted] told us she had forgotten to have it sent and would do so that day but considering she was not able to do so day before and the car would not be legal without tags the next day we decided to pick up tags from [redacted] office. While there I spoke with [redacted] about inventory and our situation and was told there was an auction next day and he would call us...no call. We text and spoke with him a week later and was told the same thing.still no call. This last Saturday [redacted] from [redacted] office called to see when we could go and check out cars and was re assured that it was easy and I told him I'd be at [redacted] office at 10am and no later then 10 30 and he told me he would be in [redacted] office and would meet with [redacted]. At 10am [redacted] was not there and I would have to wait for her. So we decided to go to [redacted] office again.when asking to talk to [redacted] the recoptionist at desk were very rude and asked why and that I needed to wait for her to go get him while she finished what she was doing. When she went back to get [redacted] I waited about 5 minutes. Only to get another representative named [redacted]. Who told me that there was an auction tomorrow and she would call me in morning.. Sounding all too familiar we decided to hold onto our $500 payment and see if we could go else where before wasting anymore money on our dissatisfaction. We found what we were looking for at drive time and had to come up with a total of $1095.00 for a down payment. So we made a decision that if we had to be happy with a lease it would have to be in the vehicle we want and no run arounds. Our next decision was a very tough one because we do not have money to spend due to a year planned vacation which initially had us selling our owned vehicle to come up with down payment for a Car we made clear was not the one for us and not able to do what we needed for vacation considering we have 4 kids and large items we must bring with us. Was re assured it would be handled by our deadline which was yesterday so we could ask for approval to go out of state and pay to add extra miles that surpassed our 1500 mile a month limit. Considering our vacation has been accommodated for August 19th we no longer had the will to wait. So our tough decision had us in a bind and we have decided to take money from our savings which may possibly cost us our vacation and much needed work hours since we have had requested days already given off to us. But in the long run we will not have to deal with un honest people and will be paying for a vehicle we actually want. So in conclusion we could really use at least half of our down payment considering that agreements were never held on there end.Desired Settlement: $600

Business

Response:

We are sorry that the customer ended up purchasing elsewhere, but we understand their decision as we were having difficulty finding the type of vehicle they wanted with a 3rd row. We had them in a 2005 [redacted] in the interim while we looked for a reliable vehicle for them each week at auction and our wholesale outlets, but we were unable to find one that fit their parameters and could pass our safety tests. We offered to keep looking, but after 3 weeks, the customers told us that they had found one at [redacted] and would be surrendering the [redacted].

Ours is a lease-to-own program, so the customer is free to return the vehicle at any reason and is only responsible for the downpayment, for which they sign a promissory note (see attached). This customer had an unpaid balance of $433.70 on that promissory note, plus a daily payment past due balance of $191.12, for a total collectible balance of $642.82 (see attached return statement). Because the monies the customer paid towards the downpayment and daily payments are nonrefundable, per the signed Return Policy (see attached), we cannot offer a refund. But we are offering to dismiss the customer’s promissory note obligation and past due balance totaling $642.82.

Consumer

Response:

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.

So if possible I would have had to write my own agreement stating the needs we had and were re assured by your offices at both [redacted] and [redacted] and considering each time we went in there was another customer truly upset with the way you conducted business. And its even more frustrating knowing the customers who purchased vehicle not even 3 hours later after dropping vehicle off. [redacted] only put $400 down and her payment was less then ours. And so was additional downpayment payments. We feel very wronged by your company and think its totally crazy for you to charge us anything. We would have brang vehicle back within 7 days if only we had not been swindled and felt as if we were being lied to. Your staff at front are very un professional and the only one that was ok to deal with was [redacted] at [redacted] office. The rest are complete jokes and totally out for themselves and we refuse to help pay anyone's bills especially when they can't even contact us back. Have learned never to go here. Would rather be taxi or bus ridden if this was our only option for our own transportation.

Regards,

Review: I picked up a 2006 Chrysler PT Cruiser from EZ OWN Auto Source From day one I had nothing but problems with the car The engine body would shake, vibrate, and make thudding noise under the hood from the right side of the car while turning also the air conditioner would blow out hot air while idling in park at a great length of time, and the stereo wouldnt stay tuned in any radio station All this was going on in the first week of having the car So I had made an appointment with the service center in Scottsdale I was told by them that the center motor mound needed to be replaced, they didnt find anything wrong with the air conditioner and the stereo had a loose wire So I had to wait until my next day off for them to get the center motor mound replacement When I brought the car to get fixed the service coordinator said if they replaced the center motor mound that the engine would still vibrate and shake with the new partHe also told me that it was common for that type of vehicle to vibrate and they did not fix the motor mound When I was driving home it felt like that the engine was coming lose, the AC was still blowing out hot air and the stereo still wouldnt stay tune into a radio station I called a Chrysler dealership and asked about the motor mound should not be making any vibrations or thudding noises So I had made another appointment to have it looked at again for the third time I was told that the ac was overcharged; they still found nothing wrong with the ac unit and the denied to replace the motor mound As I drove the car it felt like it was getting worse So I was getting upset and was feeling like I was being poorly treated So I had a talk with the service manager he told me to bring it down for the fourth time on my next day off and he would personally take a test drive with me to resolve the problems As we took the test drive he said that it sounded like the transmission mound needed to be replaced so I had him to do the workAfter waiting several hours they told me that they still found nothing wrong with the AC Unit and replaced the moundBefore I even left the parking lot the car felt like they did nothing to it, because it still was making the vibrating, shaking, thudding noise and the AC felt the same waySo I left upset again... I drove to Mesa to meet a friend When I arrived the radiator started violently leaking antifreeze and the temperature light warned me of a hot engine as I drove back to Scottsdale the temperature light kept on going off the ac was blowing out hot air So I shut off the ac and put the heater on high to keep the temperature normal until I arrived to Scottsdale again They told me that the thermostat and the radiator blew and they couldnt get it fixed before the closed so they gave me a ride home back to Glendale On the way home I felt like I was totally being screwed with this companyI seriously felt like they sold me a lemon...So I called manager the next day and told them that they can keep the carI told them I was completely unsatisfied and voluntary surrender the car to themBut the still demanded that I had to finish the paying down payment $547.35Desired Settlement: Refund My down payment $954.00

Business

Response:

This was not a retail sale, it was a lease-to-own vehicle which included a service program (see attached contract). The customer was not being charged for any of the service being performed. We were trying to address the problems as best we could, and provided transportation for him whenever possible. We also offered to get him into something different because of the issues he was having with the car, but the customer opted to get out of the program. Per the refund policy (attached) there are no refunds after the first seven days, and Mr. Alessi had use of the vehicle for just over a month, so we cannot offer a refund. Per his contract, he did owe the balance on his unpaid downpayment ($534), but we will offer to waive that balance on his promissory note, so the customer does not have any past due balance with us. Mr. Alessi could use his credit of $708.88 (what he paid towards the nonrefundable origination) to get into a different vehicle with us, as well.

Consumer

Response:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: The first car the salesman sold me, he lied to me about the title being clean and it ended up having a salvaged title. I asked for my money back and they promised to resolve the issue. The car they switched me out for he claimed was new to the dealership and wasn't sold to anyone. I found out from the service department that the car was sold to 3 other people prior to me. I asked if they reported to the credit bureau and the salesman claimed they did. The same lady from the service department told me that they don't report to the credit bureau.Desired Settlement: The company switched me out for a car with higher payments the last time so I don't want to trade cars. The company is not trustworthy and the salesman are scandals. The only rea[redacted] I went with this company was to establish credit and I made that clear to [redacted] (the salesman). I want a full refund of the money I've put into this vehicle. I want my down payment back and everything I've put towards the biweekly monthly payments.

Business

Response:

Mr. [redacted] entered a lease-to-own contract with us on a 2004 Accord on March 4, 2014. That vehicle has a clean title. The salesper[redacted] he worked with reports that Mr. [redacted] was never told it was a salvage title, but he was unhappy with the Accord due to service-related issues the car was having. We put him into a 2007 Corolla on March 14, and gave him a credit of $820.85, everything he had paid towards his downpayment on the Accord.

His new car, the Corolla, has a biweekly payment $11.79 higher than his 2004 Accord. We would be happy to lower his new payment by that amount. We are always willing to work with our customers on their payments, but this is the first we have heard about any issues Mr. [redacted] is having. Please have him contact [redacted] in our finance department and she can get that taken care of. Per our return policy Mr. [redacted] signed (attached), there are no refunds after the first 7 days after delivery, so we would like to keep him in the program.

All of the vehicles in our inventory are used. We are not a dealership; we are a rent-to-own business, where vehicles are leased out and returned. I think Mr. [redacted]’s belief that his car was brand new to us is simply a misunderstanding. We do stand by our cars, and if Mr. [redacted] experiences any issues with it, we will certainly address them at that time.

To clarify the question of whether or not we report to the credit bureaus: when a customer reaches the end of their contract and successfully pays off the vehicle, we write a letter to the credit agencies showing the customer’s payment history, which is designed to boost their credit. The agencies will not allow us to report this information until the lease is completely paid off.

I hope this has answered all of Mr. [redacted] concerns. Please have him contact [redacted] at ###-###-#### if he would like us to lower his biweekly payment and we can move forward with him in the program.

Consumer

Response:

I'm contacting you in regards to the response from ez own auto source llc. When I spoke with [redacted] (the car salesman) I had made it a point that the rea[redacted] I was coming to that car dealership is because I was trying to establish credit. He told me that they reported to the credit bureau and that was the main really I signed the contract. He did not tell me that you didn't establish credit until the vehicle was completely paid off. I'm 22 years old and I am 100% independent and I have no one to Cosign for me. Building and establishing credit is a huge matter to me. I know that if they don't report to the credit bureau until after I pay off the car that it doesn't have much of an impact on my credit. If they had told me that they didn't report to the credit bureau monthly then I would have never agreed to the contact. And I took the vehicle that I originally had from ez auto source to abc nissan. They looked up the information on the car and showed me that it had structural damage to the vehicle. I asked [redacted] if the car had ever been in an accident and they told me it had not. I called the dealership before the 7 days of the return policy and I said I wanted every penny I invested towards their company. They told me that I couldn't get the money I paid back because it was a final deal. They offered to switch out the vehicle and put the $1258 I had put towards the first vehicle and the 179.15 bi weekly payment I made for it towards the accord and they would accredit it to the new car (the corolla). The company claimed that it was only $800 in their response to the Revdex.com. Yet what happened to the rest of what I paid? And the vehicle they switched me out for they said was new to the dealership. They said they just got it in. I found out from [redacted] in the service department that the car was one of their older models and that they've had plenty of issues with it and she told me that they didn't report to the credit bureau and they frequently tell customers that. I also found out that they sold me a car with bad oil in it when they claimed they just changed it and it had tires that were splitting because they were extremely dry rotting. This company should be sued for negligence of information. They lied to me numerous times and they never held try to anything they said they would do to fix the situation. I've called numerous times about my issues and I've even gone into the store and complained and I keep finding out one lie after another. I don't want this vehicle and I want everything I've paid for back. This company has swindled me for the last time and I refuse to make business with them. They seemed very professional and honest honest and it sounded like a great program they had to offer and I actually thought I would be establishing credit from them and I find out that it's not even making an impact on my credit and I'm paying over double the value of the car.

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,

Business

Response:

As we explained, we DO report positive credit when the credit bureaus allow us to, at the end of the lease. This would have helped Mr. [redacted] build credit once he paid off his contract as long as he kept good payment history. We cannot control when the credit bureaus allow us to report.

The Accord had not been in any accidents to our knowledge and certainly not while in our possession. The car had passed a full safety inspection when we purchased the vehicle, and we also put over $2000 into the car to ensure its safety and driveability. We did our best to accommodate Mr. [redacted], however, by putting him into a different vehicle, the Corolla, when he expressed his dissatisfaction with the Accord.

Please note that Mr. [redacted] did not, as he stated, pay $1258 and $179.15 on the Accord. He paid $1000, of which $179.15 was the biweekly payment for driving the vehicle, and the remaining $820.85 was the downpayment that he was credited on his new deal. His first biweekly payment on the Corolla was pushed out to fall on the same due date as his previous vehicle, so he was credited correctly for all of the money he paid.

We have been attempting to reach Mr. [redacted] by phone to discuss this complaint in per[redacted], but he has not returned our messages. Prior to this Revdex.com complaint he had not mentioned any issues to us in any of the many phone conversations we had with him when we called for payments.

We are sorry that he does not want to work towards a solution, and that he no longer wants to be in the program. One of the benefits of our rent-to-own program is that customers may return their vehicles to us at any time over the course of their contract and we forgive the entire balance on their contract. This is very different from a used car dealership, where the $11,054 balance on Mr. [redacted]’s car would be sent out to collections. We do not, however, issue refunds beyond the first 7 days, as per our Refund Policy signed by Mr. [redacted] (already submitted). Mr. [redacted] has been in the Corolla for 3 months.

We will send Mr. [redacted] a confirmation of contract end along with a statement of his account showing that his daily payment is $258.64 in arrears. Again, we do not try to collect on this if we get the car back. There is a $150 pick-up fee for us to pick up the vehicle since he is no longer communicating with us. We are picking up the vehicle today.

They keep harassing us and calling us about getting into a car. We had made arrangements for them to pick us up. They were an hour late. When we got they it was only 3 cars on the entire lot. The salesman had a very nasty attitude and told me, that I could go somewhere else and I had to found my own way home because I was dissatisfied with the fact that they were later picking me up and the amount of car they had on the lot....really.

Review: Good morning my name is [redacted]. I have a complaint to make on Ez Own Auto Source located in Scottsdale, Arizona. I had gotten into a vechile well actually I signed a contract with them for a chevy Impala. I have all the paper work which is a signed contract and put $400.00 down which was the holding fee stated by the salesman [redacted] and his manger [redacted]. Well, on the day of pick up it was sold under me with no explanation. Then they put me a loaner vehicle till they found me a vehicle. They were telling my insurance [redacted] that the loaner vehicles were purchases I made not that they were "loaners"- in other words a rental for the time being. I was in 3 different loaners with poor maintence they weren't safe or reliable the pontiac leak gas and smoke so bad my son & I would cough. Then the [redacted] had no safety clips for my sons car seat. Lastly, the Malibu Made had shock breaks, tires, steering was off balance the lost how's on. They did how ever pay for my intial coverage for [redacted] since [redacted] dropped my husband and I sure to the vehicles being fraudly stated we owned all 4 of those vehicles. It has been a hassle and pretty in conveient for me to give someone $600.00 when the car that I signed to get was not given given to me which is why I told them, I'm not paying another dime. The sales rep [redacted] (joke) told me he quit because they do a lot of fraudgelent business. All I am asking for is to get my $600.00 back and it had only been 3 weeks all this happen. As stated from my salesman [redacted] and his how's [redacted] if I was not happy within 30 days I could just give them the car & get my money back. I have called them, I have emailed them numerous times & no contact has been made. I do need your help with this. Please, this matter needs to be resolved and handled.Desired Settlement: I would like my $600.00 plus because of the fraud insurance they did with [redacted] they can pay that final bill for adding those 3 vehicles that were loaners/ rentals.

Business

Response:

As is our customary business practice, we tried to be very gracious with this customer in order to make the program work for her. The customer did put a $400 holding deposit on an Impala, which was not ready for delivery on 6/7 when she signed the holding agreement. It was our understanding from the salesperson she was working with that when the vehicle became available on 6/11, the payment was too high for the customer, and so she instead contracted on a 2006 Malibu Maxx, which had a lower bi-weekly payment than the Impala. We applied her $400 deposit towards the cash due at signing on this contract, and she paid another $200 for the first bi-weekly payment. We deferred the remaining cash due at signing balance of $1,121.57 into an irregular payment schedule for her, with the first irregular payment of $400 due on 6/26/13 (see attached lease contract and irregular payment schedule signed by the customer).

Because the customer was not happy with the Malibu at time of delivery, but she was in need of a car immediately, we put her in a loaner vehicle, a Pontiac G6, as a courtesy while we serviced the Malibu free of charge. State law requires that all drivers maintain minimum insurance coverage while on the road, so the loaner vehicle had to be added to her insurance policy so that she would not be exposing us or the general public to loss. There was nothing fraudulent about this, but was, in fact, abiding by state law.

When the customer began having issues with the Pontiac loaner, we promptly delivered her a different loaner. We also deferred a payment on her main account, and we paid for her insurance to add the loaner, so that she would not be inconvenienced but would still be covered according to state law.

We ultimately got her back into the Malibu, her contracted vehicle, and her first irregular payment of $400 was due. We were told that she could not afford to make this payment. However, instead of allowing us to work with her to create a deferred payment schedule, she emailed a formal complaint and told us to pick up the vehicle from her husband’s place of work, demanding her full money back and threatening a lawsuit.

We strongly feel that we did everything in our power to try to make this customer happy, by putting her in multiple free loaners, deferring a payment, and even paying for her insurance. It appears to us that she returned the vehicle because she simply could not afford to make her payment.

According to our refund policy, signed by the customer, (attached), refunds are issued if the customer is not satisfied with our program in the first 7 days. According to this policy, we will refund the money paid towards the origination fee minus a $500 administrative fee. Even though this customer is outside of the 7-day limit, we will agree to refund the customer $100, which is the $600 she paid, minus the $500 administrative fee.

Consumer

Response:

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,

I do not agree with this at all. I prefer a in person settlement and discussion. All this is all lies. The first car which was th eimpala was the car I wanted - the payment was not too high which is why I signed the agreement all paper work I have here. They sold that Chevy impala under me on the day of pickup. They didn't want to lose a sale and put me in 3 different loaners that were delivered poorly 1)leaking gas 2) did not have baby car seat lock/buckles which was not safe 3). Was malfunction which was the Malibu maxx (I have this written exspection from the dealership of my husband place of work).

All loaners were fraudegently put on Geico. [redacted] cancelled my policy due to the loaner (fiance of Ez own Auto) stating I had purchased all 3 vehicles. I have all of their calls were recorded for quality assurance and can provide all of this information.

I spoke to [redacted] 2 weeks on July 27th 2013 ago he spoke to my husband and I stating Ex own Auto only shows the customer what they want to see and they photo copied my signature onto other documents which is fraud.

they only paid the insurance for me to get into the malibu maxx because of the inconveience of geico cancelling of the fraud skeem Ez own auto did. everything is documented and recorded.

I still cannot believe they would keep lying to the Revdex.com and to me.

How do they expect customers to pay when they dont service these vehicles at all or properly maintain them.

8-07-2013

12:30p

Business

Response:

We stand by the facts as stated in our initial response. The customer signed a closed-end lease contract for the 2006 Malibu Maxx. We put her in temporary loaner vehicles, credited a payment to her account, paid for her insurance to get switched, delivered a loaner to her, and, in short, did everything we could to make this customer happy while making sure she still had transportation for two weeks. She signed off her acceptance of our refund policy, stating that refunds are issued if the customer opts out of the program in the first 7 days, and that $500 is non-refundable. We are still willing to offer the customer a refund of $100, which is the amount she paid, $600, minus the $500 administrative fee, even though she is outside of the refund timeframe, and, by contract, still owes us $1,121.57, the balance of her Due At Signing on her contract. This is the company’s final offer.

Consumer

Response:

"Facts" by Ez Own Auto Source are incorrect and false. I highly recommend the Revdex.com to do a full and througho investigation on they way they do their business and fraud skeem especially when it comes to lying when I originally signed up for the chevy malibu. I gave you $400 which was the "holding fee" that [redacted] stated was the down payment/holding fee-the wind shield was broken on it and on the day of pick up it was not ready. Which is when I received a via-text msg from [redacted] that she sold it to sonmeone else. I have attached the sign contracts as dated. As mentioned before you can pay the oweing balance to [redacted] for the fradagelent skeem of saying I owned all 3 of the loaners vehicles. The Revdex.com has a good idea of Ez Own Auto Source especially when a customer like me who is a mother/wife was given 3 loaner vehicles in a 2 week period that saids enough. I could have sued for the safety of my family when you gave me a loaner with no baby clips for my sons car seat also given me another vehicle that was leaking gas and oil it was so severe we were all sick and myson was in the emergency room with documentation. -Which then my salesman [redacted] is writing up a full testimonyand actual facts from this company. I dont owe you anything. With further action I believe the Judge in small claims court will judge on this situation! And I do thank the Revdex.com for the time.

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: said one thing did another requesting 4x payment for vehicle when payment was already madeDesired Settlement: refund of the 200,00 paid

Business

Response:

I do not understand the customer’s statement of the problem, so I am having our collections team contact the customer directly to find out what the issue might be. The customer is still in his vehicle and is currently 5 days past due on his regular bi-weekly payment of $229.82. He contracted on 4/20/13 on the HHR stock #1104-3 with $2027.49 due at signing and a biweekly payment of $229.82. We deferred $1,527.49 of the Due At Signing into an irregular payment schedule determined by the customer and his salesperson, and the customer signed off on both the contracted biweekly payments and the irregular payment schedule (see attached contract). We have already deferred the customer’s 2nd biweekly payment to help him out, and we are willing to continue working with the customer to try to come up with additional solutions if he needs help keeping to his payment schedules, but we would like the customer to communicate directly with us so we can help resolve. We will contact him today.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Resolved with business.

Last year I leased a vehicle from this company and returned it 34 days later. Number 14 of the lease says return anytime without penalties. I returned the car and never heard another word from the company until 30 days ago almost 11 months after the car was returned. I was being taken to small claims court for $666.29 Since they disable the vehicle if you are late on a payment I wasn't sure why I was being sued I never received a call, so I entered an answer with the court and last week showed up for court. Seams that if you purchase a car and they defer the down payment they can sue you for the remaining balance. The judge asked if I read what I signed and I was honest the Salesman went to the same church as I do so I trusted him WRONG big mistake I bet he doesn't even do to church. Anyway the judge said "If you had you would have had as many questions as I do" He the told the CEO in 20 years of doing this he had never seen a contract like that and he hoped he never would again. The judge said to me I hate awarding these things but you did sign it I hope you have learned a good lesson here. Well I have and I want to take the time to warn anyone that is or has done business with this company. They will get your money. 34 days of driving a [redacted] cost me 600.00 plus 700.00 now. What a racket $1500.00 for 34 day BEWARE!!!!!They are not honest people, the $500.00 down when you get there is really 1000.00 they don't tell you that they are take part of that for the first payments their account doesn't add up so when they take you to court which they will make sure you have every payment made to them. BETTER YET LIKE THE JUDGE SAID BUY A NEW CAR FOR WHAT THEY ARE CHARGING. DO NOT DO BUSINESS. If this post saves 10 people from these people I guess it's worth it.

Review: I had a car with EZ own and the whole time I had the car it was a nightmare. I first had a 07 blazer then found out that car was unsafe, so then I got into a chevy colbalt that car was a mess for almost 400 a mnth the radio was busted out when they gave it to me the inside was disgusting, the outside had scratches everywhere. FOR 400 a mnth come on. So then finally I turned the car in and damn did it feel great, but then they come up with all kinds of ways to charge you. RENT TO OWN!!!! and they charge up the butt. And when they say they will fix something they do not. Im sure this company will be shut down soon enough. Then the customer service is horrible I called once to make a payment and the man told me he couldnt find me in their system, I said well look harder because Im not going to be screwed because you say you can not find me, I told him his customer service sucks he laughed and told me this is not starbucks and hung up on me so since he "COULDNT FIND ME " now my wages are being garnishedDesired Settlement: I want my wages not to be garnished because you guys couldnt "find" me in your systems thats your fault not mine. and refund me for the wages that have been garnished

Business

Response:

Thank you for the opportunity to respond to this complaint. We were puzzled when we received it, as we had been working amicably with this customer and she had not given us any indication of being this upset. Although we, at EZ Own Auto Source, empathize with her frustration, we would like to take this opportunity to correct some inaccuracies in the customer’s review.In regards to the 2004 Chevy Trailblazer, Ms. [redacted] was aware that the tires needed to be replaced at the time she leased the vehicle on July 3, 2014. Ms. [redacted] came into the service department on 07/10/14. She stated she had to be at work at 3pm and could not wait. We offered a ride to work AND drop off the vehicle but she refused and stated she would be in the next day. She never brought the car back until March 27, 2015 when she took possession of 2007 Chevy Cobalt. Ms. [redacted], unfortunately, had a history of delinquent payments (including the first one) and had some car insurance coverage interruptions. Ms. [redacted] had fully paid off her down payment and was free to return the vehicle with no further obligations. EZ Own Auto helped Ms. [redacted] save money by leasing the 2007 Chevy Cobalt and reducing her payments over 15%. Although we were able to help her save money, she continued to have a pattern of delinquent payments. On about 07/21/15, Ms. [redacted] called to notify us that she was involved in a fender bender on the freeway and the car was making noises. We offered to tow the vehicle but she refused and stated she would take care of it on her own. We asked her to send pictures but never got them. When she surrendered the vehicle, the driver’s side rear bumper and tail light was broken and missing and there was a lingering stench in the vehicle. Truly, this was NOT the condition she received the car. Currently, there are no garnishments paid to us from Ms. [redacted].

Review: I went into EZ Own to purchase a vehicle and ever since I have purchased and made my payments on time, granted there was a few times I have been late but always caught up, it seems that every time I turn around that they are demanding more money from me and turning off my car. I even had my boss go in and get me caught up just recently and they are stating that I am behind and they continue to turn my car off and they refuse to work with me as I have explained to them that I get paid every Friday but their excuse is "it's the end of the month they can't work with me" OR "they can't work with me". I am tired of being harassed and I'm tired of having every penny I earn go to them considering they refuse to give me any information about my loan as in when will my car be paid off, can I have a statement etc. My car payment is 188.00 every two weeks. I would give them 200 and then two days later they are demanding another 100 or they will send the repo guy after me. I am also going to file a complaint against them with MVD.Desired Settlement: I want them to credit my account due to their lack of doing their job and giving me the information that I have repeatedly requested. I would also like to see every statement since I've been paying on this vehicle as I have every receipt of all of my payments.

Business

Response:

Thank you for the opportunity to respond to this complaint. We were puzzled when we received it, as we had been working amicably with this customer and she had not given us any indication of being so upset. This customer was aware that she was past due and that we had disengaged her vehicle on 8/4 because her state-mandated insurance had lapsed. We spoke to her on 8/5 and she said she would get her insurance reinstated by 5pm. We assured her we’d work out payment arrangements on her past due balance, which includes an unpaid service invoice from June. She did not call back by 5pm, nor did she respond to our attempts to reach her the next day on 8/6. On 8/7 we learned of this complaint and we called her to discuss. We were informed that we were "harassing" the customer and to not call back.In light of these events, we assigned the vehicle to be repossessed since it does not have insurance and the customer apparently does not want to work with us. We are always willing to work with our customers on payments, but when it comes to insurance, it is against state law to drive without it, and by doing so, this customer is putting not only the Company (the owner of the vehicle) at risk, but the general public as well, as an uninsured driver.I do not see any notes in the account that customer has requested a payment history, but I am attaching one to this complaint so that she can reconcile it to her records. She will get a final reconcile of her account status once we have secured the vehicle and have assessed it for any damages or over-miles.

Review: I've paid over 1,600 for a vehicle I no longer have, the company took advantage of me because I was in desperate need. I'm being charged for the down payment I was never told about, both vehicles we're in bad shape, repairs were promised that never happened. EZ auto lied to me and won't even speak to me. The [redacted] had bad brakes, the [redacted] ram's tires locked and the right driver tire fell off. No one has contacted me or will speak to me. But now I received a letter saying I owe them another 2; 627.92 I have no car I'm broke and dissapointed.Desired Settlement: An apology and refund for all my pain and suffering.

Business

Response:

This customer has paid a total of $850 (not $1600) to our company. He put $400 down on January 6, 2015 to get into a [redacted]. There are no notes on the delivery form or in the customer’s account about any service issues with the [redacted]. He rear-ended another vehicle on January 14th, and an insurance claim was opened, for which the customer owes the $500 deductible. Because that vehicle was most likely going to be a total loss, we put him into a [redacted] on January 21st, and the customer paid $450 towards the $2077.92 downpayment. The customer was not only told about the downpayment, he signed a separate promissory note for the balance (see attached). We received notification four days later that the customer had written a negative Revdex.com review and we promptly called the customer and left a message for him to get in touch with us so we could discuss. The next day, the customer notified us that he had gotten into another wreck with the [redacted], this time driving it over a curb. This customer is no longer eligible to lease a vehicle from our company due to two at-fault accidents in the space of two weeks. He is being sent to legal for the balance he owes on his promissory note, along with the two insurance deductibles for the vehicles he damaged, for a total of $2,627.92 (see attached return statement).