Innovate Auto Finance

Ms. [redacted], Thank you for patience while Innovate has been reviewing your complaint and attempting to address your concerns. A supervisor has attempted to contact you directly to clarify the contract terms and address your complaint with the billing statements you have received.  The...

supervisor that left you a message, her name is [redacted]. Please return her call. She can be reached at [redacted]. Regards, Innovate Auto Finance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Please contact me to help resolve your dispute. ###-###-####. Thank you[redacted]Compliance/LegalInnovate Auto FinanceO: ###-###-####| F: ###-###-####[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11551828, and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]
I have tried contacting Innovate several times and I am still getting the run around. 7/20/2016 I spoke with 3 different representatives and they have refused to send the ORIGINAL release of lein not a copy AND the title to my vehicle. I was recently mailed a copy and now they are denying me of receive the paperwork to my vehicle that was paid off years ago. The representative also refused to allow me to speak with a supervisor as well. This is unacceptable and I have waited 3 years to long for my title. I have also tried contacting the number that was left with Revdex.com and no response.

Mr. [redacted],Your account has been reviewed and the records don't reflect where the voided check and ACH authorization form were received by customer service.  To try and resolve the ACH issue, a copy of the form is attached to this response. If you could please fill it out and fax or mail it to the Transaction Processing Department that will expedite things.  Faxing the document will be the quickest option and if received by 4 p.m. it can be updated the same day.  If that is not an option you can mail it.  The fax # is ###-###-####- Transaction Processing.  Mail will be Attn: Transaction Procession/ PO BOX 8343 / Fort Worth, TX 76124.As we still try to resolve the credit reporting issue hopefully we can try to get this portion of your complaint resolved as well.Regards,Innovate Auto Finance

Complaint: [redacted]
I am rejecting this response because: I was informed by the Department of Motor Vehicles that I required more documentation bill of sale and also a chain of title letter from the lien holders in regards to my vehicle being properly registered
Regards,
[redacted]

Mr. [redacted], Thank you for your continued patience as we attempted to correct the issue with your payoff balance. The issue has now been resolved and the correct information has been updated in our system.  The correct amount to payoff your vehicle is $4,057.12. Our records reflect that you've been speaking with [redacted] regarding this issue and you have advised her you will have this paid the first week of November.  Upon receipt of the payoff, the title will be mailed to you . We apologize for the inconvenience this matter has caused. If you have any additional issues, please feel free to contact [redacted] at [redacted] x 2305. Regards, Innovate Auto Finance

Mr. [redacted] and Ms. [redacted]- Thank you for forwarding your concerns through the Revdex.com.  I’ll attempt to address your concerns here. First of all, Innovate did not purchase your account.  We were contracted to service your account by Dealer Funding’s investor for Dealer Funding as they are...

no longer in business.  Your contract terms and interest rate are the same as they were when you took out the loan.  Whatever arrangements you may have made with Dealer Funding were not provided to us and as such we are required to service your loan in accordance with the terms of the contract. Up until the last 90 days we have not reported any negative information to the credit bureau, Equifax.  At the point you became 30 days past due we reported that you were behind on payments.  We cannot fix your credit as we are under obligation to report factual information to the credit bureau, which we have.  If you feel that the information we have reported to the credit bureau is inaccurate you can request a validation through the credit bureau. As your account is now over 120 days past due we have requested a repossession of the vehicle.  I understand from the comments in the loan system that you have a payment plan in place and if you make those payments as scheduled your car will not be repossessed and the account balance will be paid off. Feel free to contact us if you have further concerns, Innovate Auto Finance Acct [redacted]

Innovate has reviewed your account and complaint.  Your account has been reviewed as well as the call in question on the date you indicated.  Unfortunately, on the day you called, there was only one supervisor on the floor and he was not available to speak with you.  Because it...

is a call center, and holding isn't advised, the best way to have an issue addressed is to leave a voicemail for a return call from a supervisor or manager.  You were given that option and wanted to hold and you declined. At which time, the representative you spoke with did in fact give you her identifying ID number for your records which is how the representatives are identified. Our records also indicate that you called back later and spoke with a representative that did aid in assisting you with deferments.  Our apologies, if you believed the service you received was poor. The call was handled well and you declined the resolution which was to leave a voicemail.  If a supervisor had been readily available, you would not have been asked to leave a voicemail. We do value as a customer and made every attempt to try to aid in meeting your needs.Sincerely,Innovate Auto Finance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11551828, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Ms [redacted]Please send a copy of the report that you are referencing to [redacted] and we will do some further research.Thank you

Per your contract, if a payment is not received by the 10th day there is a late fee assessed. If you need to request a due date change to avoid late fees, that option is available to you. The interest rate is not variable and never changed.  Our records, regardless of what a representative advised you has not increased from 24%.Innovate trusts this information and documentation will allow the Revdex.com to close this matter satisfactorily.Regards, Innovate Auto Finance

Innovate has reviewed this complaint along with correspondence you sent via email. The number you requested to be removed was removed on 8/27/15 the same day the emails from you were received. There is no record of our office contacting you at that number since that time.  In addition,...

your account is on hold for any outgoing calls due to promise to pay for a payment on 9/11/13.Sincerely,Innovate Auto Finance

Ms. [redacted], Complaint ID # [redacted] We regret to hear of your dissatisfaction with the handling of your loan by Innovate. As of October 31, 2016 Innovate Loan Servicing Corporation DBA Innovate Auto Finance (“Innovate”) purchased your loan from Independent Dealer Advantage. The terms of your...

original contract were not altered with that purchase. Innovate did receive notice from your insurance company, Geico in May of 2017. The amount paid by the insurance is based upon the value of your vehicle the instant before it was damaged.  Auto insurance companies never pay more than the value of the vehicle when it is deemed a total loss. The Guaranteed Auto Protection (GAP) you purchased did pay some of the balance but not all. The balance left is your responsibility. If there are any late payments and fees on the account at the date of loss that will directly affect how much GAP pays. If you have any additional questions, please contact our insurance department at [redacted] Regards, Innovate Auto Finance

Mr. [redacted],Thank you for patience while your loan was being reviewed by Innovate.  Your account has been credited for the misapplied payment from CSC.  The credit reporting agencies have also been notified of the correction and will be updating your credit. The next payment on your loan is ...

due November 24, 2016. We apologize for all the inconvenience this has caused.Regards, Innovate Auto Finance

Complaint: [redacted]
I am rejecting this response because:  The information included in response is untrue and inaccurate.  I will try to address each untruth in the same order it was presented.  First, I received a letter from Breeze stating that a new company Innovate would be taking over the account but there would be no changes regarding billing, payments and other issues.   Innovate mentions nothing has changes in billing since leaving Breeze,   NOT TRUEInnovate took 169.30 without even so much as an Introduction Letter...This was not how payment were made with Breeze.Breeze sent email alerts of any citation received which allowed me the client to take care of this.  This did not happen with Innovate.Example:  Innovate receives of 2.00 toll received but fail to inform me but tell me over the telephone it is their policy to charge excessive amount 50.00 dollars to pay it.  It is and was actions such as this that prompt repeated phone calls and email messages to them.Breeze provided detail summary of charges included any overages for mileage etc. true and actual accounting recording all payments and detail charges in detail showing remaining balance.I was never charged a finance charge or non rider fee with Breeze but Innovate add these charges and others.Unfortunately,  Innovate provided  very vague information depending on the time of the call and the representative. you spoke with during the call.  Listed below  are just a few of the comments I received when calling Innovate to ask question about billing.  I will attach summary of my payments to Innovate as proof my weekly amount was always paid. and to mention carry over in their letter..Nonesense why do you wait until 2017 to mention carryover from September of 2016.  Proper accounting and support was never provided despite many repeated requests.   Yes, they (Innovate) claim  billing accounting was mailed.  This too is false.  I say that because the only document I received from them was copy of registration paid for by Breeze.  So we can not say there was anything wrong with mail or distribution of mail if it ever was supposedly mailied because I have received mailed registration.  Sadly, it took a letter to organization to get something that I have been requesting from this company (INNOVATE) since Sept. 2016.I spoke to Breeze rep at Innovate..Ms. [redacted].  When inquiring about my bill , she explictly said things will be changing with INNovate, Breeze did not charge you guys for alot of things,  Despite her comments,, Breeze did everything according to contract.  What I found especially alarming....She ([redacted]) ask me to send her a copy of the Invoice in question.  which is their (Innovate) internal documents.  It was comments  like these and billing numbers increasing without written explaination made me ask repeatedly for a detail billing summary of charges and what I am being billed for.  Yes, it is true that I spoke to several people at Innovate, and as I stated depending on the day of the week, I got different explaination each phone call.  I also requested something in writing, email correspondence anything that confirms what they are saying as true...Each and every rep.  stated:  " We do not send or respond to emails.  We can tell you what you want over the phone.'  This is the 21st century which company does not reply to emails,   one that is not being HONEST.The Breeze rep ([redacted]) stated excessive charges have to do with mileage.  while , another rep states mileage has been removed.  More recently, [redacted], was the most efficient rep that I spoke with in that company (Innovate) she said I should not be charged finance fees and the bulk of the charges looks like they are citation.  I requested a copy of this information because I have no outstanding citation at the moment.  For this reason, I do not know what INNOVATE is billing for.I sincerely believe their failure to provide email correspondence and proper billing accounting records allows them the opportunity to collect monies that are not necessarily due.  I have attached a copy of payments to InnovateLastly,  failure to provide attached billing does not allow the customer time to provide proof that the "said citations" have been paid.  Providing this information accurately and timely with billing cycle  would not allow them INNOVATE to tack on outrageous charges.
[redacted]

Complaint: [redacted]
I am rejecting this response because:I was never informed that my lease was being transferred to another company.  I never agreed to this.  I have never heard of this company. 
Regards,
[redacted]

Dear Ms. [redacted], Re: Complaint ID # [redacted]   We regret to hear of your dissatisfaction with the handling of your account. As of July 1, 2016 your account is being serviced by Innovate Auto Finance on behalf of Dealer Funding.  The terms of your contract remain the same and payments are...

being reported regularly to Equifax. In your complaint to the Revdex.com, you stated that you have been attempting to obtain a copy of your title to register your vehicle in Washington, DC.  Our office did receive your request but was unable to fulfill your state-to-state registration as additional information is needed.  On 5/5/17, a letter indicating such was mailed to you a long with a copy of the electronic lien for Florida. Florida is an electronic titling state. Currently, we are waiting for the registration information from DC that was to be mailed to our title department as directed by the letter that we mailed you. Due to the time it has taken for this to be resolved, you may fax the documents directly to [redacted], Attn: Title Department. Unfortunately, a verbal request will not suffice. As soon as that information is received, we will be able to start the process. We apologize for the inconvenience this has caused.  Regards, Innovate Auto Finance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I expect that the 2 month extension will be applied immediately to your computerized system as indicated in your response and I expect no further calls on this matter. Appreciate good customers as I am and learn not to treat all customers the same. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I am writing to inform that I would like to dismiss this dispute against Innovate Loan. We have settled this matter...

amicably.Again, tbank you for all your help to this point with regards to this matter.
Regards,
[redacted]