Lincoln Financial Services

In regards to Revdex.com complaint ID # [redacted] *** I have read Ms [redacted] response, I have a few items I disgree with In my telephone conversation with Ms [redacted] on July 16th, she advised me she would be coming into our office sometime on her lunch break I did not have a scheduled appointment with her and when I left the office for an appointment I advised [redacted] (receptionist) that Ms [redacted] would possibly be coming in to drop off the insurance repair check at some point today and if I am not here she would like for us to cut her a check to help with car rental expense Ms [redacted] was very vague as to the amount she needed saying she would need to check into a car rental place and that her insurance company allowed her $to $a day and that she would probably need an additional $a day but would check into it When Ms [redacted] arrived at our office our receptionist [redacted] helped her Ms [redacted] advised [redacted] she would need $for supplemental car rental expense [redacted] cut her a check for that amount There was never any discussion on Ms [redacted] behalf of a "deposit" to be paid to her care rental company, this is the first I am hearing of it With regard to the purchasing of parts, I advised Ms [redacted] to check around for a quote on parts as she didn't want to pay retail for new partsIt was mutually agreed she would get a quote from an auto recycling business for used parts and bring to office and I would cut a check made payable to the business I never asked Ms [redacted] to purchase parts and we would reimburse her Ms [redacted] also said her vehicle was in a repair shop waiting for her to obtain the parts I asked for the name and phone number to shop as this is procedure to advise the repair shop we have a repair check that will be given to them upon completion of repairsShe advised me she didn't know the name of the shop and couldn't remember where it was located On July 18, unexpectedly Ms [redacted] and her boyfriend came into my office around 4:00pm I was not in at that time so [redacted] assisted her Below is Mr [redacted] explanation as to their conversation - I spoke to customer at great length They told me they wanted to do the repairs themselvesI asked her and her boyfriend to get a list of needed parts from either a junk yard or an aftermarket company I told them we would issue a check directly to that company for the needed amount Also, told them if they needed other supplies such as paint, etc to get an estimate, and again we would cut and issue a check directly to the companyWe were in agreement and it was understood that after repairs were completed they were to bring the vehicle to our office and if there was any monies left over from repair check and repairs were properly fixed we would cut the remaining balance to Ms*** They expressed the reason they are doing the repairs themselves is because they have a $1,deductible and do not have the money [redacted] On August 6, Ms [redacted] and her boyfriend came to my office with a work order from AAA Foreign Auto Recycling Incdated 8-5- It was a quote for a hood, passenger fender, driver headlight, and front bumper She advised me she paid $to this company and would like to be reimbursed This work order was not clear as to the payment of Ms [redacted] so I called them and spoke to *** [redacted] advised me Ms [redacted] purchased all the above parts with the exception of the hood and paid his company $not $ I advised Ms [redacted] that I would be cutting her a check for the $only [redacted] ***

In regards to Revdex.com complaint ID #10139976 [redacted]....
  I have read Ms. [redacted] response, I have a few items I disgree with....  In my telephone conversation with Ms. [redacted] on July 16th, she advised me she would be coming into our office sometime on her lunch break.  I did not have a scheduled appointment with her and when I left the office for an appointment I advised [redacted] (receptionist) that Ms. [redacted] would possibly be coming in to drop off the insurance repair check at some point today and if I am not here she would like for us to cut her a check to help with car rental expense.  Ms. [redacted] was very vague as to the amount she needed saying she would need to check into a car rental place and that her insurance company allowed her $20. to $25. a day and that she would probably need an additional $10. a day but would check into it.  When Ms. [redacted] arrived at our office our receptionist [redacted] helped her.  Ms. [redacted] advised [redacted] she would need $60.00 for supplemental car rental expense.  [redacted] cut her a check for that amount.  There was never any discussion on Ms. [redacted] behalf of a "deposit" to be paid to her care rental company, this is the first I am hearing of it.
With regard to the purchasing of parts, I advised Ms. [redacted] to check around for a quote on parts as she didn't want to pay retail for new parts. It was mutually agreed she would get a quote from an auto recycling business for used parts and bring to office and I would cut a check made payable to the business.  I never asked Ms. [redacted] to purchase parts and we would reimburse her.  Ms. [redacted] also said her vehicle was in a repair shop waiting for her to obtain the parts.  I asked for the name and phone number to shop as this is normal procedure to advise the repair shop we have a repair check that will be given to them upon completion of repairs. She advised me she didn't know the name of the shop and couldn't remember where it was located.
On July 18, 2014 unexpectedly Ms. [redacted] and her boyfriend came into my office  around 4:00pm.  I was not in at that time so [redacted] assisted her.  Below is Mr. [redacted] explanation as to their conversation -
I spoke to customer at great length.  They told me they wanted to do the repairs themselves. I asked her and her boyfriend to get a list of needed parts from either a junk yard or  an aftermarket company.  I told them we would issue a check directly to that company for the needed amount.   Also, told them if they needed other supplies such as paint, etc to get an estimate, and again we would cut and issue a check directly to the company. We were in agreement and it was understood that after repairs were completed they were to bring the vehicle to our office and if there was any monies left over from repair check and repairs were properly fixed we would cut the remaining balance to Ms. [redacted].  They expressed the reason they are doing the repairs themselves is because they have a $1,000.00 deductible and do not have the money.   [redacted]
On August 6, 2014 Ms. [redacted] and her boyfriend came to my office with a work order from AAA Foreign Auto Recycling Inc. dated 8-5-14.  It was a quote for a hood, passenger fender, driver headlight, and front bumper.  She advised me she paid $460.00 to this company and would like to be reimbursed.  This work order was not clear as to the payment of Ms. [redacted] so I called them and spoke to [redacted].  [redacted] advised me Ms. [redacted] purchased all the above parts with the exception of the hood and paid his company $270.00 not $460.00.
I advised Ms. [redacted] that I would be cutting her a check for the $270.00 only. 
[redacted]

Ms. [redacted] phoned our office on July 16, 2014 regarding an insurance repair check she received made payable to her and Lincoln Financial Services.  I explained the procedure is for her to sign check over to Lincoln, we will deposit it into a holding account until such time repairs are...

completed.  Ms. [redacted] advised me she needed $60.00 to help out with car rental expense.  Ms. [redacted] came in our office the same day, she signed off on repair check  of $945.94 and we deposited into holding account and cut her a check $60.00 for car rental expense.
At that time we asked for name and number of repair facility to contact them and advise that once repairs are completed and we have final repair bill we will issue balance of repair check $885.94 made payable to Ms. [redacted] and repair facility.  To date, Ms. [redacted] has not provided us with a name of her repair facility.  On July 18th, Ms. [redacted] adjuster [redacted] with [redacted] phoned our office to advise Ms. [redacted] phoned him to request a stop payment on repair check and re-issue in her name only.  He advised me that he advised her when there is a lien holder involved and a claim amount over $500.00 that it is procedure to write a two party check.
Thank you,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I disagree with the way the matter was handled. It was extremely unprofessional on behalf of [redacted]. With [redacted] being the "Supervisor" she did not make herself available to take care of the situation at hand, I was talked to by 3 different people that are the "Supervisors" of the company.  We agreed  I would come in on my lunch break(at my then new job), [redacted] was not there and when I cam to pick up the check, she left no amount for the check with the receptionist, nor did she bother to call me to discuss an amount and make me aware she would not be there to meet with me. Previous to this,  I   explained to [redacted] that I had just started a new job (7/14/2014; Monday) and did not know if I would be able to take so much time off.  This was in reference to our([redacted] and I) conversation that week, she asked me to go and buy the parts out of pocket and bring her the receipt. She also stated I had to take the car to the auto body repair shop(with no recommendations as to where) and have them fix it and bring the receipt or they can make the check out to the body shop. I explained to [redacted], I did not need the full amount, but a reasonable amount for a rental car to help me get to and from work while the car is getting fixed, which when I spoke with her on the phone previous to me coming in on my lunch break she was aware she'd be writing a check for the rental. I called Enterprise Rent A Car,  Dollar Rent A Car, and  Budget. The $60.00 [redacted] had the receptionist print out(via text message) only would have covered the payments for the days the car would be needed, and she neglected to issue out the amount for the deposit that would need to be left down until the rental is returned. Farmers(my insurance company) pays $20-25/day, but not the deposit. I continued to make [redacted] aware of this. I also explained to [redacted], the few body shops I checked were not willing to accept the check after the work on the car is done. They proceeded to explain to me, that in order for them to even estimate the cost(i.e. examining the car) I'd have to pay the for the labor of looking at it. That would then leave me without a car. I do not understand why there is not another option that is sufficient for both myself as well as them. I am in good standing with my account and do not understand why I am not being helped with this. The issue is not resolved.
Regards,
[redacted]

Review: We have been financed through Lincoln Financial for quite some time now. We are a military family and our car payment is deducted each month on the 1st and processed the business day LIncoln Financial feels like. We KNOW our payments are NEVER late. We know this because when we call EVERY MONTH the receptionist who provides us with the code every month tells us, "Look's like your payment was processed the next business day so I'm not sure why the code was not entered." The receptionist, also, rarely, if ever, will transfer us to a person who can actually sort this out. SOMEHOW each and every month we, the customer, HAVE to call them to acquire a code in order for our car to not be shut off due to non-payment. Are they under staffed? Are they over worked? What is the issue that is causing LIncoln Financial to not do their job and properly process the payment ON TIME so this doesn't happen EVERY MONTH?!?! There have also been issues where they have not adjusted the payment every month leaving us with a balance of anywhere from $30 - $50. We know this because when WE call EVERY MONTH we are told this. THIS SHOULD NOT SHUT OFF THE CAR! Also, it would behoove them to do their job, again, and call us to inform us of the balance. This is a customer service based company of whom collect payments from their financed customers in order to generate funds for the company who, in turn, pay their employees a paycheck. This paycheck is DESERVED. A paycheck is something earned for a job that is being performed in order to benefit the company. The job duties are not being fulfilled and dealing with the customer service, well the lack of, is mind numbing. We should not, as on time customers, be forced to do a job every month beyond the assumed duty of submitting payment which happens automatically. This MUST get sorted out. There is no way a company with an A rating from the Revdex.com should be behaving like this.Desired Settlement: DO YOUR JOB! If the job is too hard to do every month then lower our finance charges so we can disconnect ourselves from this irritating monthly experience sooner than later.

Business

Response:

Re: [redacted] and [redacted]

account # **-[redacted]

Regarding the complaint filed on August 20, 2013, I personally spoke with the customer, which was the 1st time I heard the customer was having a problem with the ontime device. I did advise Mr. [redacted] that he is an excellent customer and that I personally will take care of this problem. I contacted our outside rep. to set up an appointment with our customer to have the device removed. They had an appointment yesterday and the device has been removed.

Customer also mentioned in this complaint that the payments are not processed on time, customer makes his payment thru his allotment, which is deducted twice a month and processed by MAC, the payments are processed at the end of each month and then sent to us, we back date the payment to the date the payment is processed thru the military bank.

Our jobs are to make our customers happy and satisfied.

Sincerely,

Account Manager

Review: On January 28 my car was reposed due to failure of payment. When I called to resolve the matter I was told my account was frozen and I had to wait to speak to someone else and at the time they were not in the office. A couple of hours later around 2 pm I called again to resolve the issue and was told the same lady was in a meeting and would return my call. My job requires me to drive a distance so I needed to use my car to get there instead of somebody else helping me resolve the situation I was given the runaround with my phone call never returned.

Business

Response:

On January 28, 2015 Lincoln Financial Services repossessed a 2004 Kia Optima belonging to registered owner Ashley [redacted] for default in payment. Ms. [redacted] did call into our office that same day as to inquire how to get her car back. This auto contract was purchased with a 3 month recourse by dealer. Ms. [redacted] was advised the same day she would be receiving a certified letter in the mail explaining the terms of the repossession. Please let me know if I can be of further assistance.Thank you,[redacted]

Review: The supervisor of Lincoln Financial Services is holding a check that was written out to myself as well as Lincoln Financial in order to get me car fixed. My problem is, if they have the check how do I get my car fixed and my bumper could fly off at any time. My headlight is broke and I don't know what to do. Their holding the money in order for me to get the car fixedDesired Settlement: I would like my check so I can repair my vehicle or at least enough to get my vehicle repaired

Business

Response:

Ms. [redacted] phoned our office on July 16, 2014 regarding an insurance repair check she received made payable to her and Lincoln Financial Services. I explained the procedure is for her to sign check over to Lincoln, we will deposit it into a holding account until such time repairs are completed. Ms. [redacted] advised me she needed $60.00 to help out with car rental expense. Ms. [redacted] came in our office the same day, she signed off on repair check of $945.94 and we deposited into holding account and cut her a check $60.00 for car rental expense.

At that time we asked for name and number of repair facility to contact them and advise that once repairs are completed and we have final repair bill we will issue balance of repair check $885.94 made payable to Ms. [redacted] and repair facility. To date, Ms. [redacted] has not provided us with a name of her repair facility. On July 18th, Ms. [redacted] adjuster [redacted] with [redacted] phoned our office to advise Ms. [redacted] phoned him to request a stop payment on repair check and re-issue in her name only. He advised me that he advised her when there is a lien holder involved and a claim amount over $500.00 that it is procedure to write a two party check.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], I disagree with the way the matter was handled. It was extremely unprofessional on behalf of [redacted]. With [redacted] being the "Supervisor" she did not make herself available to take care of the situation at hand, I was talked to by 3 different people that are the "Supervisors" of the company. We agreed I would come in on my lunch break(at my then new job), [redacted] was not there and when I cam to pick up the check, she left no amount for the check with the receptionist, nor did she bother to call me to discuss an amount and make me aware she would not be there to meet with me. Previous to this, I explained to [redacted] that I had just started a new job (7/14/2014; Monday) and did not know if I would be able to take so much time off. This was in reference to our([redacted] and I) conversation that week, she asked me to go and buy the parts out of pocket and bring her the receipt. She also stated I had to take the car to the auto body repair shop(with no recommendations as to where) and have them fix it and bring the receipt or they can make the check out to the body shop. I explained to [redacted], I did not need the full amount, but a reasonable amount for a rental car to help me get to and from work while the car is getting fixed, which when I spoke with her on the phone previous to me coming in on my lunch break she was aware she'd be writing a check for the rental. I called Enterprise Rent A Car, Dollar Rent A Car, and Budget. The $60.00 [redacted] had the receptionist print out(via text message) only would have covered the payments for the days the car would be needed, and she neglected to issue out the amount for the deposit that would need to be left down until the rental is returned. Farmers(my insurance company) pays $20-25/day, but not the deposit. I continued to make [redacted] aware of this. I also explained to [redacted], the few body shops I checked were not willing to accept the check after the work on the car is done. They proceeded to explain to me, that in order for them to even estimate the cost(i.e. examining the car) I'd have to pay the for the labor of looking at it. That would then leave me without a car. I do not understand why there is not another option that is sufficient for both myself as well as them. I am in good standing with my account and do not understand why I am not being helped with this. The issue is not resolved.

Regards,

Business

Response:

In regards to Revdex.com complaint ID #10139976 [redacted]....

I have read Ms. [redacted] response, I have a few items I disgree with.... In my telephone conversation with Ms. [redacted] on July 16th, she advised me she would be coming into our office sometime on her lunch break. I did not have a scheduled appointment with her and when I left the office for an appointment I advised [redacted] (receptionist) that Ms. [redacted] would possibly be coming in to drop off the insurance repair check at some point today and if I am not here she would like for us to cut her a check to help with car rental expense. Ms. [redacted] was very vague as to the amount she needed saying she would need to check into a car rental place and that her insurance company allowed her $20. to $25. a day and that she would probably need an additional $10. a day but would check into it. When Ms. [redacted] arrived at our office our receptionist [redacted] helped her. Ms. [redacted] advised [redacted] she would need $60.00 for supplemental car rental expense. [redacted] cut her a check for that amount. There was never any discussion on Ms. [redacted] behalf of a "deposit" to be paid to her care rental company, this is the first I am hearing of it.

With regard to the purchasing of parts, I advised Ms. [redacted] to check around for a quote on parts as she didn't want to pay retail for new parts. It was mutually agreed she would get a quote from an auto recycling business for used parts and bring to office and I would cut a check made payable to the business. I never asked Ms. [redacted] to purchase parts and we would reimburse her. Ms. [redacted] also said her vehicle was in a repair shop waiting for her to obtain the parts. I asked for the name and phone number to shop as this is normal procedure to advise the repair shop we have a repair check that will be given to them upon completion of repairs. She advised me she didn't know the name of the shop and couldn't remember where it was located.

On July 18, 2014 unexpectedly Ms. [redacted] and her boyfriend came into my office around 4:00pm. I was not in at that time so [redacted] assisted her. Below is Mr. [redacted] explanation as to their conversation -

I spoke to customer at great length. They told me they wanted to do the repairs themselves. I asked her and her boyfriend to get a list of needed parts from either a junk yard or an aftermarket company. I told them we would issue a check directly to that company for the needed amount. Also, told them if they needed other supplies such as paint, etc to get an estimate, and again we would cut and issue a check directly to the company. We were in agreement and it was understood that after repairs were completed they were to bring the vehicle to our office and if there was any monies left over from repair check and repairs were properly fixed we would cut the remaining balance to Ms. [redacted]. They expressed the reason they are doing the repairs themselves is because they have a $1,000.00 deductible and do not have the money. [redacted]

On August 6, 2014 Ms. [redacted] and her boyfriend came to my office with a work order from AAA Foreign Auto Recycling Inc. dated 8-5-14. It was a quote for a hood, passenger fender, driver headlight, and front bumper. She advised me she paid $460.00 to this company and would like to be reimbursed. This work order was not clear as to the payment of Ms. [redacted] so I called them and spoke to [redacted]. [redacted] advised me Ms. [redacted] purchased all the above parts with the exception of the hood and paid his company $270.00 not $460.00.

I advised Ms. [redacted] that I would be cutting her a check for the $270.00 only.