Pelican Auto Finance LLC

Thank you for taking the time to share your experienceA review of the customer account was completedWe tried to work with the customer offering time, an offer of extension, etc, but none of those ultimately worked outA more detailed account history is listed below:The customer took the
vehicle to a shop one Apr 14, (presumably to get her claims substantiated), was in contact with Pelican on 4/and indicated that she wanted to voluntarily surrender the vehicleThe customer indicated again on 4/19 that she wanted to voluntarily surrender the vehicleOn 4/20, customer again indicated that she wanted to voluntarliy surrender the vehicleOn 4/21, we contacted the shop and learned that the vehicle needed a repair to the body control module (not the gps)Shop further indicated on 4/21 that they had been in contact with the customer but she had not made arrangements to pick up the vehicle or settle any balance due (if any)On 4/shop owner indicated that the customer is now non-responsive and he considered the car abandonedOn 4/24, second conversation with shop owner (***) indicated to us that he can't wait any longer to hold an abandoned vehicle - we must recover it or he will pull it out of his garage and "let the city deal with it"On 4/Pelican had to recover the vehicle and pay the balance due for diagnostics in order to get the vehicle secured and released

Date Sent: 12/19/2017 9:49:49 AMWe ae actively investigating the missed payment.  Our banking institution/payment processing service is unable to locate the missing payment.  We have requested the customer provide documentation from her banking institution related to the tracking of the payment.  We are working with the customer to give her an extension of her loan terms to bring her current in the meantime.

Thank you Ms [redacted] for taking the time to share your experience. I have reviewed your account and see system notes indicating frequent contact with you regarding your vehicle issues. In terms of your particular claim, I see that we reqeusted proof (mechanic note, diagnostic) that the vehicle issues...

were resulting from a bad GPS unit as you claim. These materials were never received. I see that Pelican agents were trying to work with you to find ways to help. Utlimately you decided to abandon / surrender the vehicle. This is never our desired outcome.

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

An account review did not reveal any discrepancies with the deficiency balance due, which would include remaining loan balance and any past due charges and disposition fees.

I was very excited when Pelican Auto Finance, LLC approved me for a car loan and was hoping for a positive experience. Unfortunately, the problems started within the first week. They lost paper work that the dealer had submitted to them before I drove off the lot, told me I never sent them proof of insurance and that they were going to use the kill switch on my car if I didn't send them proof. I had to send it twice in one week because they lost it AGAIN a 2nd time. Once that got figured out, they had charged me twice in one month for my car payment. When I had called to make them aware of this problem and ask that the 2nd payment be refunded, they argued with me, called me a liar and told me they didn't take two payments out. I had to leave work and go to the bank and fax bank statements to them proving that they took two payments out in one day, then wait for ever for a refund. I had to talk to 2 different people in that situation because the first one was so RUDE and wouldn't quit yelling at me and calling me names. After that I didn't have to deal with them for awhile, I just paid my car payment and laid low. After two years of having financing through them, I traded my car in and went through a different financing company. They made my trade in such a head ache, even the new dealer said they were one of the WORST financing companies they have ever dealt with. They are unorganized and don't know how to do their jobs, constantly replying with "I'm not sure" or "I don't know". I was very unhappy with this company and would never refer my family or friends. I will add, the last girl I ever had to talk to from the company, Leticia, was very helpful, and the best person I have dealt with from that company in two years.

I am still being harrassed by this company. I traded in this car 3 weeks ago and they are still contacting me. Last time I had told them that they need to get in contact with the dealer who I traded the car in with. I spoke to the dealer myself and they advised me there is not a payment to be made with them. I would appreciate them to stop contacting me. They payoff amount should be received and that included last months payment in it.No further contact by the business

They are the best auto finance company by far my situation was very delicate and they did everything to help me in the long run to pay a car off that was not in the best of the best shape. Now due to that I own the car for what its worth. This company will go above and beyond to help you get on tract no matter what the outcome is. my best experience by far. [redacted]

purchased a car with this company a little over a year ago where the placed a defected GPS system in the car that caused electrical issues with it. After several trips to the auto shop I was done dealing with it. The car was once again taking to another auto shop for the same issues. I couldn't afford to pay a car note and constantly get the car fixed that was never fixed. On April the 14th I took my the car to the shop, being that it was Good Friday the shop informed me that they wouldn't be able to be to the car until Monday the 18th. I called Tuesday the 19th to be informed that Pelican Auto contacted the shop to discuss the car even before I contacted them.Why did they contact to the shop is still a question thats never been addressed. So yes pelican auto did receive information about the control modular prior to me having any knowledge of the vehicle. Thur multiple conversation with pelican auto and I called up pelican auto to example what was going on with the car and asked for help with it because if the after market system the had installed in the car after I drove off the lot was causing the causing the problem they needed to help with it. Of course I dint get any where so I agreed to a volute repression of the vehicle because the car shop refused to continue to work with me because the staff at Pelican auto continued to call them and make false statements. ( [redacted] St, [redacted], WI [redacted] Hours: Open today · 8AM–6PM Phone: ###-###-####) can verify what im saying is true. I have paperwork showing contact with pelican and the auto report shop daily my phone records and emails. Worst customer service ever. In addition I asked for a car of equal value to replace this car that had alot of issue done to the GPS system installed after purchase.I want my report to be updated with correct information. I want my file to read as volunteer repression. I want a report from the repair of the vehicle because pelican auto refused to assist me with the repairs because they said it wanst a faulted GPS system that they had installed in the car that caused the system to shut down. I want an itemized statement of the balance that includes the amount the car was sold for with receipts. I want proof of the a letter being sent to me about the auction with the day and times and location for the sale of the vehicle.

This is the absolute Worst Company to do business with. All of their agents are very rude and talk to the customer any type of way. You never get the same company information and they will hang up on you with no problem. I've been expecting a supervisor call back for my issue for over 2 months. I emailed some docs over to them (per their request) , so it could be forwarded up to management because no one in the office could help me with my request . I've called back every two days and its always the same story "They will send an email and ill receive a call back within 24 hours " Again it’s been over 2 months I just called In today spoke with a supervisor I've spoken with about 2 weeks ago. He told me they were not going to pay for repairs on the car " THATS NOT EVEN WHAT I WAS REQUESTING OR REASON FOR CALLING" ( I guess he must have been promoted to management within the past 2 weeks because he made a corporate decision.. something that no one in that office had the authority to do ) WHAT A JOKE !!!.. I'm now at my Breaking point. It has been over 1 year dealing with this. I've have made on time payments for over 1 year on a car that is by definition a LEMON because I don't want a negative impact on my credit . I’ve spent over 3k on this car in the last year IN REPAIRS I couldn’t afford to put any more money in a car that couldn’t even get back and forth to work . 2 months ago I took the car to have a full diagnostic (pro a agent) so that WE COULD WORK OUT A RESONABLE SETTLEMENT ON THE LOAN ( My reason for calling and what I’ve been waiting for a call back on ) after today I’m more than positive the supervisor never forwarded the doc and info to her upper management ( I’ve even asked for contact info.. I was told that they would never speak to me) so I’ve paid 200.00 for the full diagnostic the cost of repair is 10k ….. The Dealership told me the car is a fire hazard do not attempt to drive the car.. During the 2 months ive been expecting a call back that today I found out was never going to happen. I was also recommended by an agent that while I’m waiting I should try to trade the car in ( worst advice ever ) due to the fact that the amount still left on the loan is over 8k and it needs 10k worth of repair the car is not drivable so I had it towed to 2 dealerships . Where I was reminded yet again how much I’ve been taken Basically screwed since I drove the car off the lot . by both the dealer and pelican .. so to sum it up I can’t get financed anywhere for a new car not because I have bad credit but because I have an open 8k loan on a 2004 Which is not the amount I signed for (but that’s another issue ) on a car that needs 10k worth of repairs that’s not able to be driven the car has no value . and pelican can even call me back on an issue I’ve been speaking with then every month for again over a year. They don’t care about their customers they will lie to you to get you off the phone or make crazy recommendations that will get you now where OR JUST HANG UP .. PLEASE EVERY ONE STAY AWAY FROM THIS COMPANY AND ANY DEALER THEY RECOMMEND YOU TO OR THAT USES THEM ..

Thanks for taking the time to reach out. We are researching your issue and will get back to you with a follow-up response.

A review of the customer call by Exec / Compliance was completed. The agent was trying to clarify the situation and let the customer know that until the dealer payoff is received that payments must still be made on the account. The calls are available for the Revdex.com to review if they wish.

Better...

Business Bureau:
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.
I spoke with the dealer who I traded the car in with who has notified me that no payment should have to be made since the payoff amount includes that payment that was due. Pelican had told me that it would take 30 days for them to receive the payoff and I told the dealer this who advised me that it does not take 30 days it takes a week and this was already being handled. I do not appreciate how I was spoken to on the phone by Pelican auto finance. If there is anything that Pelican needs they can contact the [redacted].
Regards,
[redacted]

Thanks for taking the time to let us know of your issues. I see from the account notes that you have been very communicative about the issues you are experiencing with your vehicle. Pelican provided financing to you on your vehicle purchase, and we are not affiliated with [redacted]. When...

customers have issues with their vehicles it is a negative for both the consumer and Pelican, so there is no reason why Pelican would want for you to have a vehicle with issues. Wherever possible, Pelican looks to provide tools that can assist you through hardships such as these. My review of your account notes indicates that you took advantage of one of these tools recently, on 3/23.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I agreed to an extension with the finance company but I have not received the documentation for the extension. Once I receive and sign the documentation this will be an acceptable offer  Regards,
[redacted]

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.
[I do not accept the offer made. Pelican auto did not accept and still don't accept responsibility for a failed device they had installed in a vechile after it was purchased. This wasn't the first time there system caused issues with the the car starting, it just continued to get worst. Prior to my bankruptcy discharge in March of 2017. I contacted pelican auto about the same issue. Oh this was while the car was at the shop. At that time I didn't want to reaffirm the car as prior agreed. I was reinsure that what ever was going on with there system was corrected and it should happen again. But less than a month after discharge the system cause the body modelure I to go out. I know that I was responsible for repair of the vechile but not if it's something that's the fault of the finance company. The representive stated that I called and said I wanted to volunteerly surrender the vechile, this true only after I contacted Pelican Auto multiple time to discuss other options. Marie Saucedo was working on get someone from there GPS department to go to the shop to test the GPS system but by that time the Auto shop refused to work on the car any longer because staff member at Pelican continue to call him business. Yes with not help from pelican I wasn't paying for another tow to find the same issue again. Im Still looking for my credit report to updated correctly and an itemized statement showing the work on the vechile, a letter that was mailed to me prior to the car being sold with all the legal information in it.   Providedetails of why you are not satisfied with this resolution. Please respond in this space ONL
Regards,
[redacted]

As stated in the previous response, the issues the customer had related to the vehicle were with the vehicle’s control module and not the GPS.  Pelican was never provided any evidence that the issues with the vehicle related to the GPS, despite being requested from the customer.  Pelican was advised by the repair facility that the customer had abandoned the vehicle on their property and as a result Pelican recovered the vehicle and was required to pay $345 to the repair facility to obtain its release.  Upon recovery of the vehicle on 4/26/17 we issued the customer a letter as required by applicable law, indicating Pelican’s intentions of selling the collateral (copy attached).  The customer subsequently indicated her intentions of not redeeming the vehicle and as a result it was sold on 6/20/17 for $5,132.53.  A deficiency balance letter setting forth the breakdown of the amounts due after the sale proceeds was subsequently sent to the customer on 9/19/17 (copy attached).” I hope this satisfies your request.  Should you need anything further, please do not hesitate to contact me. Very truly yours, [redacted]Vice President & Corporate Counsel

Thank you for providing the feedback regarding your experience with our servicing team. We value your feedback and always look to fix things or make improvements based on information that you provide. Our manager of servicing was able to review your account and the telephone calls with our...

agents. His investigation revealed that our agents were challenged to locate your account in our system due to a name variant ([redacted] vs [redacted]) that frustrated their efforts to assist you in an efficient and courteous fashion. We have addressed the issue in the system, with our coaching and training, and both of the agents that handled your account have been counseled on the interaction. I apologize for the negative experience. Your feedback has been assistive in helping us ensure that these types of issues are eliminated for future customer interactions. Regards, [redacted]CPO, CCO | Pelican Auto Finance, LLC | [redacted]

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.
If you are thinking about getting a vehicle loan through this company DONT! I purchase a vehicle in October of 2016 I was screwed by both the dealership and the finance company. . Through out this loan I have never missed a payment excluding March and April. March and April was two months that the finance company waved the payments so I can make repairs. Fast forward to July I started to get threatening calls telling me im two months late on payments when I ask how pelican finance would never explain to me why. Even with no no answers I still continued to make my payments. Now here it is November I asked yet again how do I owe and why is it that I made a total of 11 payments but my credit only shows one! which is why the car cant be traded in. I was told that Pelican never received payment for the month of May. I said thats a lie I have my bank statement that shows the payment. and June was paid via moneygram. they acknowledge June but claim they did not get May. I submitted my bank statement which clearly shows the payment was received by pelican on May 22. Justin with pelican then told me they received my bank statement but they would not be crediting my account. He said cause that payment went towards April. How in the world did my May payment go towards April when both march and april payments was waived? now they threaten to take the car if I refused to pay. Under the State of Maryland Repossession law. Any company who wish to repo a vehicle has to first contact the customer by certified mail acknowledging the intent to repo. AS OF TODAY I RECEIVED NO DOCUMENTATION Then their representative [redacted] tried to say I have a phone because I uses my old iphone and ipad via wifi she then told me I was lying about a law suit against the dealership for selling me the bad car I sent the proof and as of today I received no damn apology maryland law says no car can be finance without inspection so PELICAN DISOBEYED THE LAWThis company needs to properly credit my account. I have attached my bank statement the payment is on page 9 which shows the payment was made in may . I also attached my proof of law suit against the dealership. as well as some of the repairs. If pelican illegally reposes the car I will remove every item that I paid to be installed in the vehicle such as the alternator, the starter, the transmission, the wheel barrings, the wheel rods, and the wiring to name a few. I cant get back the labor but I will remove all parts I paid for. I'm finally at my fed up point how can Justin tell me he cant credit me until I pay for the missing payment over what sense does that make
Regards,
[redacted]r