Phoenix Financial

Customers rejection is sufficient enoughThe issue has been taken care ofThank you

Complaint: [redacted] I am rejecting this response because: NOBODY has ever contacted me about this and this was never apart of the dealMy paperwork shows no down paymentI will be contacting auto credit about this along with a fraud company Sincerely, [redacted]

This customer and her husband did purchase a Chevy Equinox thru our sister company Auto Credit in January They financed thru Potlatch Credit Union, they also at the time of sale signed a promise to pay the remaining down payment of $which has never been paidThis account was
forwarded to Associated Credit Services in April for further collection actionsWe tried several times to contact client to resolve the issuePlease feel free to contact me directly with ant further questions and hopefully we can get this resolved quickly. Angie A***- Phoenix Financial LLC/ Auto Credit office manager 509-326-ext ***M-F 8-3pm

Customer was in a motor vehicle accident in Oct and we did receive a check from State Farm in the amount of $3475.89, which did leave the customer a remaining balance on account and he retained the vehicleClient was givin the information and title to get new salvage title applied for showing
Phoenix Financial as the lien holder and had agreed to continue to pay the remaining balance on account until paid in fullThe customer never did follow thru with filing for the salvage title and did not communicate, nor make any further payments on account.Customer was also given information to contact company carrying his GAP insuranceCustomer did not follow thru with this, Phoenix Financial did cancel the GAP coverage, as this is all we can do and the refund was posted toward the remaining balance This vehicle was repossessed due to non payment on account and forwarded to outside collection agency for collection action

Customers rejection is sufficient enough. The issue has been taken care of. Thank you

Complaint: [redacted]
I am rejecting this response because: NOBODY has ever contacted me about this and this was never apart of the deal. My paperwork shows no down payment. I will be contacting auto credit about this along with a fraud company. 
Sincerely,
[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'm not happy about the fact that they didn't know what was going on but it is taken care of. 
Sincerely,
[redacted]

Review: On August 10, 2013 I purchased a 2003 [redacted] Dakota truck from Auto Credit Sales. In addition to purchasing the vehicle I purchased an essential warranty for the first 3 months. The financing provided was in-house with Phoenix financial.At the time this vehicle was purchased it was not disclosed that the vehicle had any mechanical issues. After a week I started noticing oil, antifreeze and power steering fluid spraying all over from inside the engine compartment. The vehicle was having trouble starting and the check engine light started coming on. I replaced fuel injectors, spark plugs, hoses and belts to try rectifying the issue before contacting the dealership. I contacted the dealership on September 16, 2013 and spoke with the dealer that sold the vehicle to me. He told me I could just come in anytime and they would take a look at the problems. The day after, I called back and was informed that my dealer was out for a week and they did not know when I could bring the truck in. I contacted AUL, the warranty company, and was told I should take the vehicle to a local [redacted] dealer to get the vehicle diagnosed as soon as possible.[redacted] has since informed me the vehicle needs a new engine. On top of spending money and time trying to diagnose the problems with this newly purchased vehicle, I spent another $150 for an estimate with the [redacted] dealership.I contacted Phoenix Financial on September 19, 2013 and explained all of this to the representative to see if I could get an extension on my payment due date to financial hardship from all the money to try and fix the truck. I was informed that if the payment is not made within 5 days I would be in loan default.Desired Settlement: I am trying to work with this dealership to either get the engine rebuilt or replaced. The vehicle has been sitting at the dealership for the past 4 days and I am without a vehicle at this time. I'm not asking the dealer make my first car payment, I think it is not unfair or unreasonable to request extra time to make this first car payment as I paid $2500.00 down and have been sinking money into it since then.I would like to make my September + October payment on October 11, 2013. Thanks.

Business

Response:

We have tried calling Mr [redacted] several times with no luck. No message machine. We had two different people look at the Dakota. The Dakota did make a little noise when you first started it up. This is on a cold start. lots of motors make noise when you start them cold. Oil presure comes up and the noise went away. We want another shop to look at the vehicle. We need the vehicle dropped off and will have it checked ASAP. When we first saw the vehicle we didn't see the leaks that Mr. [redacted] talked about. Please get back to me if you are able to contact the customer.

General Manager Auto Credit

Consumer

Response:

Before I purchased the vehicle, it was having a lot of trouble starting. I told the dealer I would not purchase the vehicle unless they agreed to fix the problem. The dealer agreed to this in writing to be repaired within 30 days. After I purchased the vehicle they refused to fix the problem. I was informed I have a warranty and will need to see if it is covered with them.

I have not received any phone calls from the dealer about this problem. I have both a home and cell phone with caller ID and voice mail and have not received a response. I took the vehicle to Dishman [redacted] and paid to have a diagnosis. I was informed the cause if the problem was because there is oil leaking from the top through the bottom of the pistons of cylinder #2 and #5. They told me that in order to correct the problem the engine would need to be replaced. I took the vehicle back to auto credit and was told the vehicle is just fine. I am continuing having trouble with starting the truck. I will agree to take the vehicle to another ASE certified mechanic shop and pay for another diagnosis. Whatever the outcome is I would like to seek reimbursement for this problem and the costs to diagnose.

Thank you,

Business

Response:

This matter has been addressed with the customer by the General Manager of [redacted]. I apologize for the delay in the response however, I responded to a complaint from Mr. [redacted] with the State Attorney Generals office. To my knowledge Mr. [redacted] and Mr. [redacted] are working together on a resolution.

Review: I put down 1200.00 dollars out of pocket on a used car, stored it for a month made a payment, came back got the car out of storage, and drove it for three weeks and the engine blew up. asked to get a different vehicle as I drove it for less than three weeks and was told that I needed an additional 1000 down. They re-possessed the car and now I owe them 3000.00 for a vehicle that I drove for less than three weeks.Desired Settlement: would like to have amount financed applied to a different vehicle and be allowed to purchase another vehicle with nothing down. or would like to have my 1200.00 repaid to me

Business

Response:

Dear [redacted],

Phoenix Financial has made changes to payment policies without notifying customers (me and I'm sure anyone else who is a customer). I have always made my car payments by phone using my daughters debit card. I put all my money into her account and make her house payment and my car payments that way. I work from home as a childcare provider from 6 am to 10:30 or 11:pm and I am NOT allowed to take kids with me on errands. I tried to make my payment today after my paycheck was direct deposited and they wouldn't allow it without a signature card and picture ID of my daughter. This is understandable. However, they have known for months that this is my daughters account and have no problem. They are not willing to work with me on this just this one time, and I have no way of getting my payment to them on time bc I have to send it via snail mail. (still from my daughters checking account, which still makes it 3rd party, but apparently THAT is ok? I don't get it??)

I had hoped to be able to make this last payment this way and send the information they needed for next month as my daughter is away at college and in the middle of finals & also works nights too, The woman [redacted] I was connected with in the Spokane, Wa office bit my damn head off the second she answered the phone. she was rude & condescending and just an all around [redacted] from the first second.. NOT necessary!!

If Phoenix Financial is going to make policy changes, the least they can do is NOTIFY their customers! we are not mediums or MIND READERS!! How are we supposed to know you changed the policies???????????????????

Even though my daughter has decent credit, she was looking at purchasing a car from the same dealer I did, but because they only use Phoenix Financial, she is looking elsewhere. AND wherever she purchases, if Phoenix is involved, she will move on. Business lost for those dealers

Ok this place is a joke I have goten 3 diffrent cars from them and have always made my payments on time and have payed one off early ..my new truck brakes down 3 days after I got it had to fight with the dealer ship any ways needless to say we had to pay for repairs and I called the payment place to see what we could do sents I had to sink a bunch of money in the truck and I tryed to make a partial payment and they would not take it... whats up with that I thought they had to take it but I guess not so I would not send any one there ...

I have been buying a car from Phoenix Financial for a year now, and they have always been nice and courteous, to me I have only been late on my payment one time and they didn't come after my car, I seem to think all the negative reviews may be one sided, the people are probably constantly late with their payments, and spin their reviews as them being the victim, however I have never had a problem with Phoenix.

Review: Phoenix Financial does not allow payments to be taken during the weekends, their phone lines simply ring indefinitely. I work from before the sun is up to well after their billing office closes during the weekday, so I have no other time but the weekend to pay my car loan (which they are the holder of). It doesn't help either that I don't get paid until friday's and their payday is almost always on a Tuesday or wednesday. Then they slap you with a late fee because you didn't have the payment made on time but all the while they have no one there to take payments over the weekend, no automated system, no online process, and overall, everyone I've spoken to with the company is friendly or seems to have the customers needs or thoughts in mind.Desired Settlement: Either set up an automated system for people with different work and life schedules to be able to pay their bills as equally as someone who works a typical 9-5 job.

Business

Response:

WE UNDERSTAND THAT OUR PAYMENT HOURS 8:00am - 5:30pm MONDAY-FRIDAY AND THAT THIS CAN BE INCONVENIENT FOR THE CUSTOMERS. WE ADVISE OUR CUSTOMERS OF OUR HOURS OF OPERATION IN OUR CUSTOMERS INITIAL NOTICE.

Review: I purchased a car through [redacted] in Spokane Valley, February of 2013. This car had so many issues that were not visible, such as the exhaust pipe was held up by a string, the head lights were wired with speaker wire, the engine was missing so many bolts and on the verge of falling out of the car, the rear drum breaks were locking up and dragging the rear wheel on the driver side, the seat belts in the rear did not lock and the rear seat latches were broken causing the seat unable to latch securely. Over all the vehicle became a very large financial burden on my family. I no longer was able to afford the cost of repairs and chose to give the vehicle back to Pheonix Financial. They informed me that after they sell the vehicle that I would get a statement of the balance I owed to them. I never received such documentation. I did however receive a letter in or around August of 2013 of FINAL NOTICE. I contacted them immediately left a voice mail and got no phone call back, I called a few days later and left yet another voice mail and received a call back from [redacted] the following week. I did set up arrangements to make a $20 payment a month. I have been unable to make these payments due to my hours at work being cut back. Due to this I did receive a letter of FINAL NOTICE again on January 10th. I called immediately to speak to them about making an arrangement to settle this account mid next month when I receive my tax return. I was informed that [redacted] is in a meeting and will be in one for the rest of the day but she will call me back on Monday (January 13th). By 2:30 pm on January 13th I still had not received a phone call so I called them. Again I was told that she has been in and out of meetings all day and getting ready to go into another meeting at that time but she will return my call when she gets the chance. This was unacceptable to me as I feel like she is purposely avoiding contact with me so I contacted the collection agency that they listed it would go to if I do not make arrangements with them. They informed me of the process. So I called Pheonix Financial back asking to speak with [redacted]s boss but was told that he is unavailable. I requested a direct contact, extension or even just a voicemail and was told that none of them have voicemail or direct lines. She then proceeded to tell me that [redacted] told her they will not work any arrangements with me and they will just be turning it over to collections. Although SPECIFICALLY STATES in the letter I received on January 10th "If you would like to make an arrangement to satisfy your debt prior to this account going to [redacted], please contact our office."Desired Settlement: Because I had put more then $3000 into this vehicle within 3 months of having it I want this account to be washed. It was an unsafe vehicle that could have killed my children as well as put a financial burden on my family for the duration of having the car. I do not want this account going to collections. I want this resolved and by her avoiding me that is very unprofessional. I have been the one to make all attempts and they have not been equal except to send me threatening letters of my account going to collections.

Business

Response:

January

22, 2014

Revdex.com

Attn; [redacted]

RE: [redacted]

File ID. [redacted]

To Whom It May Concern:;

I am aware of the communication portion of this complaint,

On the day in question our office lost power due to a power spike that can be

confirmed by [redacted]. In the process of the power outage we did suffer

a complete loss of our voicemail system and it is currently being replaced.

There are times when I am not in the office and cannot take

a complaint call. [redacted] is

upset because her account was sent to collections. We attempted to resolve this

matter with her by placing her on an in house payment plan at 0.00% interest.

This was agreed upon on August 15, 2013. Unfortunately [redacted]

did not keep her arrangement with our office so we notified her a second time

advising her that this matter was being sent to Third party collections on January 6, 2014.

The vehicle was repossessed and sold via Auction by July 11, 2013.

In all this time since she has failed to keep her arrangement to make payments

on the defaulted loan. Now [redacted] has made accusations that the

vehicle was sold as unsafe and or using sub industry standards.

I verified with the dealership that they had not been

notified by the customer nor did they have any knowledge to the customers

claims from the date of purchase February 2, 2013. So I am skeptical of these

unfounded accusations.

Respectfully,

General Manager

[redacted]Phoenix

Financial, LLC.

Consumer

Response:

The "accusations" that I stated are not false. When I purchased the car the fuel gauge was broken showing it had a full tank but was completely out of fuel. They set up an appointment to yes have this replaced and when I took it in I spoke with the guy that sold me the car and he said that there was nothing they could do in regards to the back seat or the wiring they were only taking care of the fuel gauge because that was all they had originally agreed upon. A few days later the check engine light came on I took it in to [redacted] for the diagnostic. The guy plugged it in and there was absolutely nothing on the computer other then current issue. The gentleman said the computer had been cleared/bypassed. He informed me of the problem and I bought appropriate parts and because this transaction was made nearly a year ago I no longer have the documentation on my purchase. My dad did the work on it and this is when he found that there were bolts missing all over the engine as well as the specific part was held on by 1 bolt and should have been 4 bolts. I brought to his attention that the exhaust is getting a little loud so he crawled under the rear of the vehicle and started laughing because the exhaust pipe and muffler was being held up with wire as well. A few weeks later while driving this car I was noticing a horrible squealing problem coming from the rear driver side wheel. My dad couldn't get the rear drum off to see the brakes and advised me to take it to the mechanic [redacted] here in Post Falls. I did and they lifted the car up to find the emergency break was causing the rear break to lock up they freed it up a little because they car was almost to the point of dragging the tire but told me that they couldn't do anything else without replacing the emergency brake system. I was advised not to use the emergency brake at all. The outcome could result in the wheel catching fire so [redacted] advised me to drive it as little as possible until its fixed. He as well couldn't get the rear drum apart. I informed the lady at the front desk at Phoenix Financial of the break problem when I SURRENDERED the vehicle over. I can call the mechanic and see if he can give me in writing the problems he discovered and estimated a large cost for. I have tried to speak to Phoenix Financial on more then one occasion in regards to me having to make my arrangements and every time got the run around. I also do not recall having any sort of lightning related storms. As well as [redacted] deals with power outages not phone lines. After doing further research on the business though, I am not the only individual that has been told they have no voice mail or said person is unavailable to speak to me but will return my call and never get a phone call back. Lastly the letter that they sent to me specifically states "If you would like to make an arrangement to satisfy your debt prior to this account going to [redacted], please contact our office". I was informed by the lady who answers the phones that [redacted] told her to tell me that they will not work with me. Yes, I am upset that they wont work with me however I would not be in this position had the car not had such a financial burden on me. This car shouldn't have been sold for more then my down payment of $1000 as to which I also made all payments up to date of SURRENDERING the vehicle.