Presto Auto Loans, Inc.

tthe post office never gave this company and forwarding address  and I can provide documents  to confirm this and the amount  that was paid off by progressive did include  the $402 for insurance  that was added to my loan after I informed presto auto loans office that the truck was deemed a total  loss in March at which point presto should have suspended all intrest and reached out to progressive  insurance  when I provided them the claim number and the adjusters phone number.. I am also in process of suing presto for 6 fdcpa violations committed by two seprate collectors  representing presto

I am in receipt of the complaint and will gladly address it.    The title is still in the name of and only in the name of Ruth Jane [redacted] as evidenced by the attached MVR.    I believe that Ms. [redacted] is confused by the mailing name and address on the title.  Since the loan...

contract was in both their names the released title was mailed to them.  The mailing name and address does not indicate ownership nor change ownership but just the name it is being mailed to.    I hope that this information and the attached MVR and VINTEK Report clears up any misunderstanding that may exist.

I am in receipt of Ms. [redacted]’s complaint and will do my best to answer. 

 

The crux of the complaint is the refund of the over...

payment.  This has been resolved and the customer has received her refund.  She claims that the money was applied to her other account is false and was never done.  We did originally mail the refund to her but, my guess due to the holidays, the mail was delayed in getting to her.  We stopped payment on the originally issue check and handed her the other. 

 

As far as Ms. [redacted] being treated rudely, I discussed this situation with the other person involved.  She did confirm that she hung up on Ms. [redacted].  This happened only after a lengthy conversation with her and was basically unable to respond to the customers statements.  Every time she tried to answer or respond, she (our insurance specialist), was immediately talked over and was told that “I am not done talking yet”.   Our insurance specialist, unable to help or talk, did get frustrated and terminated the call.  I’ve counseled her on how to handle this in the future. 

 

When the customer called back, I spoke to her personally.  I listened to her for some time (approximately 30 minutes) and tried to resolve the issue.  Every time I tried to speak, I was also rudely interrupted and was told by Ms. [redacted] that she was not done talking and I should wait my turn.  I listened patiently, told her that a refund would be mailed.  That I did not agree with her being hung up on and would discuss this with the person involved, which I have. 

 

I am sorry that Ms. [redacted] feels that she was treated improperly.  I have discussed this with all parties involved and will take the action that I feel is appropriate.

This is exactly the same complaint by the same customer that was submitted on 1-6-15.  I will respond as I did then. On 7-14-2014 [redacted] applied for and received a $1200 loan using her 04 [redacted] as collateral.  She was to make 14 payments of $124.85 per month, starting on 8-28-14 and on the 28th thereafter.  On 8-29-14 she made her 8-28-14 payment.  This payment was returned NSF on 9-9-14.  On 10-20-14 the customer made a $300.00 cash payment.  She was past due for August, September and October.  The $300.00 was only sufficient to cover the 2 payments.  On 12-31-14 [redacted]’s vehicle was repossessed.  She was in default of her contract and past due from 9-28-14 (4 payments past due).   On 12-31-14 the customer paid the account off.  The payoff of $1758.52 included $75.00 in accrued collection charges, $350.00 repo fee paid to a non-affiliated repossession company, a $50.00 redemption fee and $137.52 in accrued interest.  All of the fees except interest could have been avoided by the customer if she had made her payments on time.  At the time [redacted] paid the account off, she was given the address to the storage facility as well as the number to the individual that is its sole employee.  She was instructed to call and make an appointment to retrieve her vehicle.  She elected to not make an appointment and instead, drive to the facility.  Since her arrival was after the time the facility closed, she was unable to recover her vehicle on this day.  The vehicle was returned to the customer on 1-2-15 as the prior day was a holiday and the facility was closed.  [redacted] was not charged any additional fees for the extra days the vehicle was stored.  [redacted] claims the vehicle was damaged while in our possession.  While investigating the damage claim, I talked to both the repossession company and the storage company. Both stated that they did nothing to the vehicle that could possible damage the parking brake.  The vehicle was towed from the debtor’s location to the storage facility.  [redacted] has not provided us with any sort of repair bill or inspection that would indicate that the problem was anything other than a preexisting issue.  If the customer were able to provide us evidence that substantiated her claim we would certainly revisit the issue.  I hope that this resolves the issue.  [redacted]General ManagerPresto Auto Loans, Inc.

On 1-6-2015 M/V Acceptance Ltd.  agreed to settle the account of Mrs. [redacted] ([redacted]) for $1000.00.  On 1-28-2015 We received the check and applied it to the debtors account.  This left a remaining balance of $781.97 that we cleared as per our settlement...

agreement.  Our normal operating procedures, when receiving a payoff other than cash is to wait 21 business days before the lien is released.  The title should have been released on 2-27-15.  Unfortunately due to an error on our part it was not.  Basically, 2 people thought that the other had done it and neither had.  Ms. [redacted] brought this error to our attention and the title has been released to the customer at the given address.  Per Ms. [redacted]’s allegation of elderly abuse, I can find no evidence whatsoever to validate her claim. In fact, just the opposite since we voluntarily accepted a payoff of almost $800.00 less than what was contractually owed.  We are sorry that there was a delay in the releasing of the lien, we have identified the problem with our procedures and have subsequently changed them to help avoid this in the future.  I hope that this resolves the issue.  Sincerely,[redacted]Vice PresidentM/V Acceptance Ltd.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 until for the business to perform this action and, if it does, will consider this complaint resolved with the Revdex.com.

Regards,

On 7-14-2014 [redacted] applied for and received a $1200 loan using her 04 [redacted] as collateral.  She was to make 14 payments of $124.85 per month, starting on 8-28-14 and on the 28th thereafter.  On 8-29-14 she made her 8-28-14 payment.  This payment was returned NSF on...

9-9-14.  On 10-20-14 the customer made a $300.00 cash payment.  She was past due for August, September and October.  The $300.00 was only sufficient to cover the 2 payments.  On 12-31-14 [redacted]’s vehicle was repossessed.  She was in default of her contract and past due from 9-28-14 (4 payments past due).   On 12-31-14 the customer paid the account off.  The payoff of $1758.52 included $75.00 in accrued collection charges, $350.00 repo fee paid to a non-affiliated repossession company, a $50.00 redemption fee and $137.52 in accrued interest.  All of the fees except interest could have been avoided by the customer if she had made her payments on time.  At the time [redacted] paid the account off, she was given the address to the storage facility as well as the number to the individual that is its sole employee.  She was instructed to call and make an appointment to retrieve her vehicle.  She elected to not make an appointment and instead, drive to the facility.  Since her arrival was after the time the facility closed, she was unable to recover her vehicle on this day.  The vehicle was returned to the customer on 1-2-15 as the prior day was a holiday and the facility was closed.  [redacted] was not charged any additional fees for the extra days the vehicle was stored.  [redacted] claims the vehicle was damaged while in our possession.  While investigating the damage claim, I talked to both the repossession company and the storage company. Both stated that they did nothing to the vehicle that could possible damage the parking brake.  The vehicle was towed from the debtor’s location to the storage facility.  [redacted] has not provided us with any sort of repair bill or inspection that would indicate that the problem was anything other than a preexisting issue.  If the customer were able to provide us evidence that substantiated her claim we would certainly revisit the issue.  I hope that this resolves the issue.  [redacted]General ManagerPresto Auto Loans, Inc.

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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.

 

Regards,

 

The amount of the refund was $167 yet I only received $84.  I was not in any form rude to the gentlemen that I spoke to at presto to the contrary he himself and his staff at the corporate location have been very impolite, insensitive and disrespectful. At the time of the company's response I still have not receive my proper refund. I was still calling and waiting for the remainder of the refund due to Prestos mistake. For over a month and a half I waited patiently for a refund thinking that Presto would be trustworthy and have integrity regarding their business practices. No once did anyone apologize for the mistake made by Presto but instead tried to make me believe they were doing me a favor. The statement made that the refund was applied to another account was a statement relayed to me by a Presto employee so if the statement was false then it was false coming from Mr. [redacted]'s employee. I am truly disappointed in the behavior  and unprofessionalism displayed by Mr. [redacted] and his staff. Hopefully this behavior will not continue with this company and no one else will have to go though the frustration and time consuming ordeal needed to process a legitimate refund.

I will gladly respond to Mr. [redacted]’s complaint. 

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Presto is a title loan company that is locally owned and operated.  

We only make loans secured by the title of the vehicle.  

We base our loans on several different criteria, the value of the vehicle is just one item.  Other approval criteria are, ability to repay, prior loan history, credit and job stability being some of the other items we evaluate. 

We will gladly make arrangements to pick up the vehicle with the understanding that it is possible that the customer could potentially owe more after the sale of his vehicle than he owes now. 

After the sale of the vehicle we will contact the debtor and try to make arrangements to pay the deficiency balance.  

I hope that this resolves and satisfies any issue that Mr. [redacted] has with Presto Auto Loans, Inc. 
We value our reputation as the valleys premier title loan company and strive to provide the best customer service in the industry.

I will gladly respond to Ms. [redacted]'s complaint.  
Ms. [redacted] received a loan using her 2007 Chrysler as collateral.  She was to make 18 payments of $516.05 on or before the 26th of the month, starting 10-26-14 (see the attached Promissory Note and Disclosure statement).   Per...

the attached ledger card she has paid 1 payment near the due date.  She has been past due and delinquent since 11-27-14 and is currently past due for April 26th.    
At presto we do not charge late charges.  We do charge for collection work, all of which can be avoided by contact initiated by the debtor on or before the due date.   We never charge more than $5.00 per day for all collection activity. Ms. [redacted]'s accoutn has required extensive collection work.   
 
We have sent ledger cards to the customer multiple times but I have attached another one with this response as well as a payoff screen for her convenience.  This attached payoff is good until 7-10-16.  If this customer pays before this there will be a refund of the unearned finance charge.  If the customer pays after this date there will be a remaining balance still owed.   
 
I hope that this information has addressed all of Ms. [redacted]'s concerns.  She is more than welcome to contact me directly at (602) 864-1000 ext 236.  
 
Sincerely,
Presto Auto Loans, Inc. 
John Goodman
Vice President

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.
On December 31st at approximately 12:00 am, Presto Title Loan impounded my van.  I called the police not knowing who took it and the police informed me that Presto Title Loans had it.  I waited until they opened their offices and I called to start the process so I could retrieve it.  I was told I needed to do a phone interview with a woman Jodi so she could tell me how much money I needed to come up with to retrieve my van.  I informed Jodi that I was about to make a payment that day and if she could work something out with me being that I am a single mother and have fallen on hard times.  She said that she would and that [redacted], the man in charge of repossessions, would call me.
 I waited for hours and John never called me.  I called John at approximately 1:00pm and I asked him to work something out with me but he refused.  He told me I needed to come up with $1,758 (I owed them 1,200 and the rest were fees that could have been waived).  I immediately called the man who had my vehicle in the impound and told him to have my van ready because I was coming to retrieve it.  He promised me he would have it ready before 5:00 pm.  I proceeded to pawn anything I had of value to come up with the money.  At approximately, 3:45 pm I told [redacted], the impound guy, that I was coming to retrieve my van.  It took me a while to get a ride and I arrived at the Presto Title loan office/impound at 4:45.  [redacted] was gone and my van was not ready for me to retrieve it. I was told I still had to pay the $1,758 or else I would be assessed $10 a day in fees plus any other fees such as interest, etc.  I paid the $1,758 and pleaded with the employees to let me retrieve my van because my sons had doctor's appointments.  They refused and they also refused to let me retrieve my sons' car seats. I was not able to get a hold of [redacted] until January 2nd.  He finally agreed to let me retrieve my van that day at approximately 2:45 pm.  Immediately upon driving my van, I noticed that my emergency brake was not working properly.  I called John, the general manager, and informed him of the damage but he refused to take responsibility.  I have proof that my van did not have previous damage to the emergency brake because I had just had the oil changed, bought a new tire and had an alignment done the previous day and the shop informed me that my van was in good working condition.  There was no damage to my emergency brake the day before it was taken. In addition, Presto Title loan has not returned the title to my van and they reported the impounding of my van as a repossession to all three credit bureaus.  This is affecting my credit.  I am demanding $350 to repair my van as it is unsafe to drive, the title to my van and for Presto Title Loan to remove the "repossession" reported to all three credit bureaus. Respectfully, [redacted]

Since [redacted] has retained legal counsel I have asked him to have his attorney contact our attorney.   We look forward to having this addressed in the courts and being exonerated of any and all claims.

I have spoken to [redacted] on several occasions.   In reference to his address change.  We certainly have no control over the post office.  We sent mail and it was returned with a new forwarding address.   We changed it in our system, to what we believed was an accurate...

address. We have agree to refund 100% of the insurance that was added to the account.   In order to hopefully maintain good customer relations we will refund an additional $57.12 of interest.  This is the interest cost of the insurance during the time the policy was on the account.   Additionally, we will refund $55.00 in collection charges in an attempt to, again foster good relations.  The total amount [redacted] will receive is $112.12. 
I hope that this resolves any an all issues that [redacted] has with Presto and he would consider using Presto for his financial needs in the future.   
Sincerely
Presto Auto Loans, Inc. 
John G[redacted]
President

In reference to the remainder of the refund, my office manager spoke to Ms. [redacted] as was told that she was going to come into the office to pick up the remaining amount due.  After a week without seeing her, she was again contacted by us and we were told by Ms. [redacted] to mail the check.  We have followed her instructions. 

 

The customer’s statement that we were rude and never apologized is just blatantly wrong.  In discussing the issue with Ms. [redacted] I did apologize for the issue that she was having and tried to correct the issue as soon as possible.  It is possible that I was not very effective at doing so since I basically was not allowed to talk or address her issues.  Every time I tried to speak I was told that I was interrupting and she was not done talking. 

 

Ms. [redacted] has received the refund that she was entitled to and, at this point, I’m not sure what else can be done.

no vehicle year or mileage limitations my [redacted] I went to one of your offices and had to leave my client who is wheelchair bound to help get a bill paid for her so she wouldn't get kicked out on the street and got turned down you need to change your add I wonder what the news would like to hear about how you mistreated someone in a wheelchair by turning them down this company sucks I will be turning this report into the people takes care of disability act for people that were not treated fair

Review: I took out a title loan in July of 2014 from Presto Title loan. I made several payments and when I was about to pay half of the loan, Presto Title loan repossessed my van at 12:00 am on December 31st, 2014. I immediately called their office and made arrangements to regain possession of my vehicle. The balance I had before the repossession was $1,200 and after the exorbitant fees I was forced to pay $1,758.00 to retrieve my van. I should have received my van back on December 31st, 2014 when I paid the amount Presto Title loan demanded of me but instead I was forced to wait until January 2nd, 2015 until 2:30 pm to take possession of my van. Immediately upon driving my vehicle, I noticed that it had a light going off that indicated that the manual brake was on. However, the brake was not on. It is malfunctioning and it will cost me over $500 to repair the damage my van sustained while under the possession of Presto Title loan. Today, January 5th, I called [redacted], the general manager and informed him of the damage my van sustained and about the fact that I was delayed two days before I could receive my van even after paying the amount they demanded. I asked him to refund me $500.00 so I can repair my van but he refused.Desired Settlement: I am demanding a refund of no less than $500.00 to repair my van because due to the light going off, it will not pass the inspection test that is coming up next month, February 2015. $500 is a reasonable amount do to the fact that they took two days to return my van to me and because it sustained damage to the manual brake which can cause me to have an accident and kill or injure myself and my 6 year old twin boys.

Business

Response:

On 7-14-2014 [redacted] applied for and received a $1200 loan using her 04 [redacted] as collateral. She was to make 14 payments of $124.85 per month, starting on 8-28-14 and on the 28th thereafter. On 8-29-14 she made her 8-28-14 payment. This payment was returned NSF on 9-9-14. On 10-20-14 the customer made a $300.00 cash payment. She was past due for August, September and October. The $300.00 was only sufficient to cover the 2 payments. On 12-31-14 [redacted]’s vehicle was repossessed. She was in default of her contract and past due from 9-28-14 (4 payments past due). On 12-31-14 the customer paid the account off. The payoff of $1758.52 included $75.00 in accrued collection charges, $350.00 repo fee paid to a non-affiliated repossession company, a $50.00 redemption fee and $137.52 in accrued interest. All of the fees except interest could have been avoided by the customer if she had made her payments on time. At the time [redacted] paid the account off, she was given the address to the storage facility as well as the number to the individual that is its sole employee. She was instructed to call and make an appointment to retrieve her vehicle. She elected to not make an appointment and instead, drive to the facility. Since her arrival was after the time the facility closed, she was unable to recover her vehicle on this day. The vehicle was returned to the customer on 1-2-15 as the prior day was a holiday and the facility was closed. [redacted] was not charged any additional fees for the extra days the vehicle was stored. [redacted] claims the vehicle was damaged while in our possession. While investigating the damage claim, I talked to both the repossession company and the storage company. Both stated that they did nothing to the vehicle that could possible damage the parking brake. The vehicle was towed from the debtor’s location to the storage facility. [redacted] has not provided us with any sort of repair bill or inspection that would indicate that the problem was anything other than a preexisting issue. If the customer were able to provide us evidence that substantiated her claim we would certainly revisit the issue. I hope that this resolves the issue. [redacted]General ManagerPresto Auto Loans, Inc.

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Business

Response:

Since the customer is either unable or unwilling to provide us with any proof that her vehicle was damaged while in our possession there is very little we can do to resolve the dispute.

Consumer

Response:

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.On December 31st at approximately 12:00 am, Presto Title Loan impounded my van. I called the police not knowing who took it and the police informed me that Presto Title Loans had it. I waited until they opened their offices and I called to start the process so I could retrieve it. I was told I needed to do a phone interview with a woman Jodi so she could tell me how much money I needed to come up with to retrieve my van. I informed Jodi that I was about to make a payment that day and if she could work something out with me being that I am a single mother and have fallen on hard times. She said that she would and that [redacted], the man in charge of repossessions, would call me. I waited for hours and John never called me. I called John at approximately 1:00pm and I asked him to work something out with me but he refused. He told me I needed to come up with $1,758 (I owed them 1,200 and the rest were fees that could have been waived). I immediately called the man who had my vehicle in the impound and told him to have my van ready because I was coming to retrieve it. He promised me he would have it ready before 5:00 pm. I proceeded to pawn anything I had of value to come up with the money. At approximately, 3:45 pm I told [redacted], the impound guy, that I was coming to retrieve my van. It took me a while to get a ride and I arrived at the Presto Title loan office/impound at 4:45. [redacted] was gone and my van was not ready for me to retrieve it. I was told I still had to pay the $1,758 or else I would be assessed $10 a day in fees plus any other fees such as interest, etc. I paid the $1,758 and pleaded with the employees to let me retrieve my van because my sons had doctor's appointments. They refused and they also refused to let me retrieve my sons' car seats. I was not able to get a hold of [redacted] until January 2nd. He finally agreed to let me retrieve my van that day at approximately 2:45 pm. Immediately upon driving my van, I noticed that my emergency brake was not working properly. I called John, the general manager, and informed him of the damage but he refused to take responsibility. I have proof that my van did not have previous damage to the emergency brake because I had just had the oil changed, bought a new tire and had an alignment done the previous day and the shop informed me that my van was in good working condition. There was no damage to my emergency brake the day before it was taken. In addition, Presto Title loan has not returned the title to my van and they reported the impounding of my van as a repossession to all three credit bureaus. This is affecting my credit. I am demanding $350 to repair my van as it is unsafe to drive, the title to my van and for Presto Title Loan to remove the "repossession" reported to all three credit bureaus. Respectfully, [redacted]

Business

Response:

This is exactly the same complaint by the same customer that was submitted on 1-6-15. I will respond as I did then. On 7-14-2014 [redacted] applied for and received a $1200 loan using her 04 [redacted] as collateral. She was to make 14 payments of $124.85 per month, starting on 8-28-14 and on the 28th thereafter. On 8-29-14 she made her 8-28-14 payment. This payment was returned NSF on 9-9-14. On 10-20-14 the customer made a $300.00 cash payment. She was past due for August, September and October. The $300.00 was only sufficient to cover the 2 payments. On 12-31-14 [redacted]’s vehicle was repossessed. She was in default of her contract and past due from 9-28-14 (4 payments past due). On 12-31-14 the customer paid the account off. The payoff of $1758.52 included $75.00 in accrued collection charges, $350.00 repo fee paid to a non-affiliated repossession company, a $50.00 redemption fee and $137.52 in accrued interest. All of the fees except interest could have been avoided by the customer if she had made her payments on time. At the time [redacted] paid the account off, she was given the address to the storage facility as well as the number to the individual that is its sole employee. She was instructed to call and make an appointment to retrieve her vehicle. She elected to not make an appointment and instead, drive to the facility. Since her arrival was after the time the facility closed, she was unable to recover her vehicle on this day. The vehicle was returned to the customer on 1-2-15 as the prior day was a holiday and the facility was closed. [redacted] was not charged any additional fees for the extra days the vehicle was stored. [redacted] claims the vehicle was damaged while in our possession. While investigating the damage claim, I talked to both the repossession company and the storage company. Both stated that they did nothing to the vehicle that could possible damage the parking brake. The vehicle was towed from the debtor’s location to the storage facility. [redacted] has not provided us with any sort of repair bill or inspection that would indicate that the problem was anything other than a preexisting issue. If the customer were able to provide us evidence that substantiated her claim we would certainly revisit the issue. I hope that this resolves the issue. [redacted]General ManagerPresto Auto Loans, Inc.

Review: I obtain a loan with presto auto. I received a letter stating that presto was going to add auto insurance to my loan so I called presto and [redacted], my auto insurance company, and make sure that my I insurance information was receive by presto. At that time Priscilla at [redacted] refaxed the insurance over to presto. This was on November 8th. I called and spoke to the only gentlemen that works at the cave creek location and confirmed it was received. On November 17 I walked into the cave creek location and paid 2300.00 on my loan by check which paid the loan off with an overpayment of 167.00. Per the gentlemen at presto because it was a check I would have to wait 21 days before the refund check would be mailed out. A little over 3weeks later I call to verify why I have yet to date not received my refund check. Per the lady at presto the check was held but she was not sure why so she put me on hold and called the corporate office. When the lady returned to the call she stated that corporate held the check for the insurance and that someone at corporate is going to investigate this as to if this was correct for the check being held for insurance and that I would need to call the corporate office and she gave me the phone number of [redacted]. I called this number and received the secretary. The secretary stated that the mangers were out and she would leave a message. As I began to tell her about the situation so that she could relay as much information to the managers as possible she continued to cut me off. When I asked her not to do that she stated that she could be rude if she wanted to and that I was lucky she was not ruder. I was appalled that someone in her position would be ALLOWED to talk or treat consumers this was. Then she hung up on me. I waited and called back after lunch and requested to speak to a supervisor. I told that receptionist what the previous lady said to me and she put me on hold to grab the owner. The owner then got on the line and condoned his secretaries behavior it was only after I got upset that he apologized and said he would speak to her. Then he himself proceeded to cut me off after getting upset again and telling him that I will no longer return to his establishment and all I wanted was my refund. He stated that he will be mailing out my refund that day for 167.00. He clearly sated the amount of the refund. I waited and still no refund check. I called again the following Monday and spoke to a gentlemen in the corporate office and he stated that the refund was applied to the loan and had to be corrected and a refund check was mailed out on Friday. I said ok and again waited on the refund she. Wednesday came and still no refund so I called presto corporate again and spoke to [redacted] that cut me off as I was trying to explain what happened. At that point I asked that the other check be canceled and that I can come by and pick up the check because the check in the mail scenario was old and I could not believe that this option was not offered to me. She agree and I drove all the way to the corporate office to pick up the refund check. When I received the check it was half the amount of the refund. I told [redacted] this was incorrect and she stated that the keep the remaining balance for the insurance and that if she would have let me speak prior the owner stated he did his investigation and confirmed that a refund of 167.00 was due. [redacted] stated I would again have to wait because the owner was in a meeting and she had things to do. When I left and called back the gentlemen that answered the phone told me the secretary told him to say someone would call so don't call there again. How is this a professional mannerism or business. How is it that they think it is ok to treat people like this. I till this day HAVE yet to receive my complete refund.Desired Settlement: My refund in addition to my time and travel. This is unexceptable behavior. If the shoe was on the other foot and someone did not pay their loan they would have taken my truck no questions asked so why is acceptable for this business to behave this way. I want a letter of apology for the rude and I appropriated behavior from the staff.

Business

Response:

I am in receipt of Ms. [redacted]’s complaint and will do my best to answer.

The crux of the complaint is the refund of the over payment. This has been resolved and the customer has received her refund. She claims that the money was applied to her other account is false and was never done. We did originally mail the refund to her but, my guess due to the holidays, the mail was delayed in getting to her. We stopped payment on the originally issue check and handed her the other.

As far as Ms. [redacted] being treated rudely, I discussed this situation with the other person involved. She did confirm that she hung up on Ms. [redacted]. This happened only after a lengthy conversation with her and was basically unable to respond to the customers statements. Every time she tried to answer or respond, she (our insurance specialist), was immediately talked over and was told that “I am not done talking yet”. Our insurance specialist, unable to help or talk, did get frustrated and terminated the call. I’ve counseled her on how to handle this in the future.

When the customer called back, I spoke to her personally. I listened to her for some time (approximately 30 minutes) and tried to resolve the issue. Every time I tried to speak, I was also rudely interrupted and was told by Ms. [redacted] that she was not done talking and I should wait my turn. I listened patiently, told her that a refund would be mailed. That I did not agree with her being hung up on and would discuss this with the person involved, which I have.

I am sorry that Ms. [redacted] feels that she was treated improperly. I have discussed this with all parties involved and will take the action that I feel is appropriate.

Consumer

Response:

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.

Regards,

The amount of the refund was $167 yet I only received $84. I was not in any form rude to the gentlemen that I spoke to at presto to the contrary he himself and his staff at the corporate location have been very impolite, insensitive and disrespectful. At the time of the company's response I still have not receive my proper refund. I was still calling and waiting for the remainder of the refund due to Prestos mistake. For over a month and a half I waited patiently for a refund thinking that Presto would be trustworthy and have integrity regarding their business practices. No once did anyone apologize for the mistake made by Presto but instead tried to make me believe they were doing me a favor. The statement made that the refund was applied to another account was a statement relayed to me by a Presto employee so if the statement was false then it was false coming from Mr. [redacted]'s employee. I am truly disappointed in the behavior and unprofessionalism displayed by Mr. [redacted] and his staff. Hopefully this behavior will not continue with this company and no one else will have to go though the frustration and time consuming ordeal needed to process a legitimate refund.

Business

Response:

In reference to the remainder of the refund, my office manager spoke to Ms. [redacted] as was told that she was going to come into the office to pick up the remaining amount due. After a week without seeing her, she was again contacted by us and we were told by Ms. [redacted] to mail the check. We have followed her instructions.

The customer’s statement that we were rude and never apologized is just blatantly wrong. In discussing the issue with Ms. [redacted] I did apologize for the issue that she was having and tried to correct the issue as soon as possible. It is possible that I was not very effective at doing so since I basically was not allowed to talk or address her issues. Every time I tried to speak I was told that I was interrupting and she was not done talking.

Ms. [redacted] has received the refund that she was entitled to and, at this point, I’m not sure what else can be done.

Presto is a great business to deal with. I have now gotten my third loan from them. I love the fact that when you make a payment you are paying both principal and interest unlike other loan companies out there.

Review: I have a loan from Presto, the vehicle was totalled from a wreck. My insurance contacted Presto to pay off the loan that I have through them, and I was to pay the remainder of the balance. My insurance and I have been trying to get this resolved for the last two months. My insurance company needed Presto to sign paperwork that they had sent to them to guarantee that once the loan was paid that they would release the title to them. Presto stalled for two months now and they barely resolved the issue on August 11, 2015. We made several attempts to resolve the issue over a two month period. Now they are saying I owe interest for the last two months. The loan would have been paid off two months ago if they would have just signed the paperwork needed from the insurance company. I am very upset because now I owe more money because of interest on a balance that I tried to pay off months ago. Bottom line, my insurance company and I tried to resolve the issues at hand, and they stalled for two months and now there trying to charge me extra money for something that they stalled on. My insurance company has record of making several attempts to resolve the issue.Desired Settlement: I would like to pay the original quoted balance of what I was told and also I would like corporate to contact me so that I can get the issue resolved.

Business

Response:

I believe the issue has been resolved by discounting the payoff to the principal balance. I hope that the customer was satisfied with the resolution and that we would be able to help him again in the future.

Consumer

Response:

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,