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Karr Group LLC

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I hope this letter finds you well. Below please find a timeline reply in response to the notice letter(ID [redacted]) dated August 4, 2017 involving “service issues” with our customer Ms. *. *.- In March 2016, KARR Group purchased the car loan for Ms. * vehicle.- For the remainder of the...

year, and as a courtesy to Ms. *., we allowed her to make her payments at the auto dealer where she purchased her vehicle. This payment method was discontinued in January 2017 so that we would have better accountability and less lag time in processing our customers’ payments.- All the while, Ms. * was always on time with her payments and was truly a good customer.- From the day we purchased Ms. *’s loan, she was informed of her monthly due date(the 10th of every month), and was also given our mailing address where to mail in her payment.- In February 2017, as a courtesy, Ms. * was offered another option to make her payments via electronic invoice. These are recurring invoices that customers receive automatically via email which they can then pay with a credit card using a laptop or smartphone. However, Ms. * complained that she wasn’t able to use it and requested that we call her so that she could make her payments over the phone, but at the same time agreed to keep trying to use electronic invoices. It’s worth nothing that the electronic invoices sent to Ms. * utilize the same point of sale system that we use to run her credit card over the phone, which works without an issue for us and for other other customers who also make their payments via electronic invoice.- Ms. * claims that she was unable to make her car payment in May because the electronic invoice didn’t work for her and because she wasn’t able to reach us. As a small business, and unlike large lending institutions, we don’t have the luxury of a big staff and are not always able to reach back to our customers immediately but we do try to contact them as quickly as we can. We offered our apologies to Ms. * for the inconvenience that the delay may have caused her. It is for this reason that we provide other options for our customers to send in their monthly payments. As we have explained to Ms. * in several occasions both via email and by phone, if phone or electronic invoicing are not working options for her, she can either mail in her payment as most of customers do, or drop off her payment at a local Umpqua branch. However, Ms. * refuses to exercise any of those other payment options. While we understand that Ms. * finds it convenient to have us call her so she can make her payment, this does not negate the fact that she is ultimately responsible for ensuring that we receive her payment in a timely manner, regardless of her preferred method. In fact, Ms. * has mailed in her payment to us in the past, which is why her insistence in making her payment only by  phone is rather puzzling.- On May 3rd, a recurring invoice was emailed to Ms. *. When Ms. * failed to send in her payment, she was contacted in June, at which time we reissued another electronic invoice for her. Again, Ms. * was reminded that her payment can also be made by mail, but once again, Ms. * insisted on paying by phone.- Ms. * complains about the worsening issues she’s had in the past few months and that she fell behind on her payments in May and June. However, she failed to informed you that not only was she not charged a late fee for those two months, but as an olive branch, we also waived the processing fee for her electronic payments.- On July 3rd, a recurring invoice was emailed to Ms. * along with a follow up email on July 18th. We explained to Ms. * again that over-the-phone or electronic invoices are not the only ways to make her monthly payment. We also expressed to Ms. * that, in the same way we had done in the past, we would work with her to rectify the situation moving forward. In her complaint, Ms. * once again failed to mention that no late fees were assessed, and once again we waived the processing fee in an effort to maintain a good customer relationship with Ms. *.- In August, Ms. * received both an electronic invoice and a phone call. Ms. * opted to pay over the phone and so we accepted her payment over the phone. In addition, we offered a payment book so that she could mail her payments in the future and to also keep track of them. Ms. * turned down that option saying that she wants to keep paying by phone.- Ms. * has always received receipts via email after her monthly payments, as well as pay-off balances which she requested via email in February, April, June, July and August.- In August, Ms. * was also informed that KARR is working with a billing company to service some of our contracts. Even though this service would bring an added expense to the company, it would provide an additional payment option for customers, like Ms. *, who would rather pay by phone. Ms. * seemed receptive to the idea and she was told that we would keep her informed regarding the new service, which we hope could be set up as early as September 2017.- Lastly, we are appreciative that Ms. * has honored her financial obligation to us by making 18 of her 24 monthly payments. And with only 6 more payments to go, we will certainly continue doing our best to provide good service to Ms. * for the remainder of her contract.It is our sincere hope that our response helps clarify this situation, and we welcome any additional feedbackthat you or Ms. * may have as it will assist us to become better at what we do. Please do not hesitate tocontact us directly if we can be of any further assistance.Sincerely,For KARR Group:Kip B[redacted]

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Address: 1121 Harrison Ave # 119, Centralia, Washington, United States, 98531-1852

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