It is unfortunate that this customer feels the way she did. However, she failed to make her payments and maintain the State Required Insurance. We felt that extending her past due as long as we have was more than generous and far more than any lender or any other company would have gone. We have followed all the terms of the agreement and the laws of the State of Arizona. We have found that customers who have failed to pay and maintain their insurance, as per the law, end up having a bad customer experience.
EZ OWN Auto Source did offer to allow Mr. [redacted] to re-enter the program and re-contract, with a higher mileage allowance, IF he was willing to pay $596.34. This is equivalent to a payment and a half under the new contract. This would have waived his repossession charge not out of error but out of good faith. Our GPS report shows that the vehicle was disengaged. And there was no record of re-engagement. This is a report generated by a third party and cannot be altered by us. Mr. [redacted] has yet to produce any receipts to back up his claim that the vehicle was repaired at his expense. An insurance adjuster has been out to see the vehicle and has issued a check to repair the damages minus a $500 deductible. Mr. [redacted] was behind in his payments and was supposed to make a payment on 07/25 for $100.00 and never did so. On 07/21/2016 he had agreed to make a minimum payment of $400 due by 07/25/2016. I think by any company's standards, we bent over backwards to keep this customer, even if it meant taking far less than he owed. It is obvious that the customer failed to keep his end of the bargain and now wants to us to let him us our vehicle for free. In regards to the suspicious substance, this is referring to something else that was outside of our discussion with Mr. [redacted] and at this point the vehicle and the substances have been surrendered to the police department for review.
Customer entered into a lease-to-own vehicle with EZ Own on February 2, 2017 for a 2006 Chevrolet Tahoe. EZ Own service department has serviced the Tahoe on a few occasions, with only one $100 charge to the customer. EZ Own has absorbed every other cost of repairs to the vehicle. We offer a flip option for customers: a customer can choose to trade in their vehicle for a $750 flip fee without any negative impact on the existing lease. As a courtesy to our customer, we are willing to offer a $400 mechanical flip fee instead.If this is not acceptable to contract EZ Own is willing to part ways with this customer.
Thank you for the opportunity to respond. EZ OWN Auto Source takes pride in providing the best possible service and products to all of our customers. It is unfortunate that at times that we do have customers who do not understand how our program works. Ms. [redacted] did come in for repairs. Upon...
inspection, the technician did discover that there was extensive damage underneath where Ms. [redacted] had a concern. There were dents in the oil filter, the undercarriage was torn and the CV Driveshaft was pulled out. There are clear indications that the vehicle was involved in an accident or hit something. For these reasons, the customer does not fall under the WRAP Agreement. In order for the repairs to be completed, Ms. [redacted] needs to file a claim with her insurance. We have attempted to explain this to Ms. [redacted]. Filing an insurance claim would allow the customer to avoid having to pay the entire repair bill since this is not a "normal wear and tear" repair. We will continue to work with Ms. Willkotte on her deductible.We have attached pictures of the vehicle as well as a copy of the WRAP program for your review.
Thank you for the opportunity to respond to this complaint. We were puzzled when we received it, as we had been working amicably with this customer and she had not given us any indication of being this upset. Although we, at EZ Own Auto Source, empathize with her frustration, we would like to take...
this opportunity to correct some inaccuracies in the customer’s review.In regards to the 2004 Chevy Trailblazer, Ms. [redacted] was aware that the tires needed to be replaced at the time she leased the vehicle on July 3, 2014. Ms. [redacted] came into the service department on 07/10/14. She stated she had to be at work at 3pm and could not wait. We offered a ride to work AND drop off the vehicle but she refused and stated she would be in the next day. She never brought the car back until March 27, 2015 when she took possession of 2007 Chevy Cobalt. Ms. [redacted], unfortunately, had a history of delinquent payments (including the first one) and had some car insurance coverage interruptions. Ms. [redacted] had fully paid off her down payment and was free to return the vehicle with no further obligations. EZ Own Auto helped Ms. [redacted] save money by leasing the 2007 Chevy Cobalt and reducing her payments over 15%. Although we were able to help her save money, she continued to have a pattern of delinquent payments. On about 07/21/15, Ms. [redacted] called to notify us that she was involved in a fender bender on the freeway and the car was making noises. We offered to tow the vehicle but she refused and stated she would take care of it on her own. We asked her to send pictures but never got them. When she surrendered the vehicle, the driver’s side rear bumper and tail light was broken and missing and there was a lingering stench in the vehicle. Truly, this was NOT the condition she received the car. Currently, there are no garnishments paid to us from Ms. [redacted].
First, we would like to clarify the question of the $1,000 down. Each of our customers goes through a thorough underwriting process and sometimes after calling references and verifying employment or residential status, it becomes clear that further down is needed to secure our asset (the vehicle). On 11-17-16 we received a total of $500.00, of this 225.11 was applied as the 1st payment on the vehicle. 27.40 was applied as a payment towards the LDW insurance and 247.49 was applied towards the total down payment requested of 650.00 Our records show that the card did not come into service until 12-1-16. Upon returning the vehicle on 12-6-16 the customer had it until 12-13 when we turned off the vehicle for non-payment. On 12-14-16 the customer called saying that he would not pay because it didn’t work. We advised that we had disengaged the unit due to payment and that we could pick it up for service if there were further issues. He refused and said he no longer needs it. In this case, the customer had been in the HHR for nearly a month before asking that it be returned. No payment other than the $500.00 received on 11-17-16 was paid and customer allowed the LDW insurance on it to lapse. Per our return policy, we do not offer refunds unless within the first seven days of delivery, but we do credit a customer towards another vehicle in our program. EZ OWN would like to offer the customer the $247.49 that was used as down payment towards another vehicle if he would like to get back into the program.
We processed the full refund of all monies received form this customer to this customer's card on 9/1/15 (see attached receipts). The refund was issued outside of our normal 7-day refund policy, signed by the customer at delivery on Aug 11 (attached), thus taking longer to route through the...
approval process. We processed this refund as quickly as we could to resolve this issue and get the customer taken care of.
Ms. [redacted] entered a contract with EZ Own Auto Source on 2-4-17 for a 2013 Ford Focus. We offer 7 days from purchase where our customers can change their mind and return the car for a full refund less a $500.00 admin fee. Ms. [redacted] remained in the car and continued to make payments...
through the 17th of February. On 2-8-17 the car was brought in for service and a new exhaust manifold as well as wiper blades were installed. Our service manager spoke with Ms. [redacted] and explained there is a recall on the transmission and to bring it in to us or to a Ford dealer to be serviced. The customer brought the car to Sun devil Auto instead of the Ford dealership. It was brought in on 2-18-17 to the Glendale store, not the Corporate service location. We towed the car to the dealership on 2-21-17 to have the recall performed. The customer was past the 7-day grace period so the down payment is non-refundable and first 150 days of contract is due in full.
I shouldn't have to pay a flip fee when the service render to me is unacceptable. When you have token your car for the same problem over 3 times it unacceptable. I have my car back and the check engine light is on still. They say they have only charged me 100 hundred dollars but I was stuck 3 weekends and some weekdays without my vehicle so yes they should eat the cost because I have paid for taxi 3 weekend in a row. If I had a lot of money I wouldn't have lease from them. They have poor customer service and I'm only continue paying them because I'm clean up my credit so I will never be in this situation again.
The customer entered into a rental agreement with EZ Own Auto Source on January 23rd, 2017 for the below mentioned vehicle. Customer entered into our LDW program for Comp & Collision coverage. On August 17, 2017 the vehicle was in a rear end collision causing an At Fault Collision...
claim. Upon inspection of the vehicle our service department determined that the air bags did not deploy because the censors did not obtain enough force to cause a deployment. This vehicle has no safety issues. The customer then spoke with a insurance agent who had never inspected the vehicle and was told that there was a possibility there were no airbags in the car, which is false. EZ Own Auto Source offered to flip customer into another vehicle with new origination fee pulse insurance deductible. However customer chose to stay in current vehicle for the deductible amount.
We would like to thank you for the opportunity to respond to Ms. P[redacted] complaint. EZ OWN Auto Source is committed to making sure every vehicle is safe and the work is complete. So, it was troubling to read the struggles that Ms. P[redacted] was going through with her 2007 Chevy Aveo. After doing...
some initial research, this vehicle has only been into our service department once, 08/11/2015. This matter was resolved and fixed. After further looking into the specific year, make and model of the car, it appears this is a manufacture problem not a mechanic’s. As stated, in our Contract, we will continue to work to repair any problems with the vehicle until it is deemed irreparable. The problems that Ms. P[redacted] continues to bring up are repairable issues and therefore we cannot deem the vehicle “irreparable” as she has requested to our Service Department. Our team is committed to making sure that the issues are resolved before the vehicle leaves the facility. If the problem continues to exist then that is usually a design flaw from the manufacturer. Having reviewed her file, I see no documentation stating that Ms. P[redacted] was entitled to a free exchange of her vehicle. If one was granted, that offer usually comes with an expiration date of no more than 30 days from time of purchase. However, given Ms. P[redacted]’s frustrations with this vehicle, we are willing to discount the normal exchange fee of $750 down to $500. Ms. P[redacted] should note that she would be entering a new contract at the current rate of the vehicle. She is currently receiving a discounted rate that has expired.
It is unfortunate that this customer feels the way she did. However, she failed to make her payments and maintain the State Required Insurance. We felt that extending her past due as long as we have was more than generous and far more than any lender or any other company would have gone. We have followed all the terms of the agreement and the laws of the State of Arizona. We have found that customers who have failed to pay and maintain their insurance, as per the law, end up having a bad customer experience.
EZ OWN Auto Source did offer to allow Mr. [redacted] to re-enter the program and re-contract, with a higher mileage allowance, IF he was willing to pay $596.34. This is equivalent to a payment and a half under the new contract. This would have waived his repossession charge not out of error but out of good faith. Our GPS report shows that the vehicle was disengaged. And there was no record of re-engagement. This is a report generated by a third party and cannot be altered by us. Mr. [redacted] has yet to produce any receipts to back up his claim that the vehicle was repaired at his expense. An insurance adjuster has been out to see the vehicle and has issued a check to repair the damages minus a $500 deductible. Mr. [redacted] was behind in his payments and was supposed to make a payment on 07/25 for $100.00 and never did so. On 07/21/2016 he had agreed to make a minimum payment of $400 due by 07/25/2016. I think by any company's standards, we bent over backwards to keep this customer, even if it meant taking far less than he owed. It is obvious that the customer failed to keep his end of the bargain and now wants to us to let him us our vehicle for free. In regards to the suspicious substance, this is referring to something else that was outside of our discussion with Mr. [redacted] and at this point the vehicle and the substances have been surrendered to the police department for review.
Customer entered into a lease-to-own vehicle with EZ Own on February 2, 2017 for a 2006 Chevrolet Tahoe. EZ Own service department has serviced the Tahoe on a few occasions, with only one $100 charge to the customer. EZ Own has absorbed every other cost of repairs to the vehicle. We offer a flip option for customers: a customer can choose to trade in their vehicle for a $750 flip fee without any negative impact on the existing lease. As a courtesy to our customer, we are willing to offer a $400 mechanical flip fee instead.If this is not acceptable to contract EZ Own is willing to part ways with this customer.
Thank you for the opportunity to respond. EZ OWN Auto Source takes pride in providing the best possible service and products to all of our customers. It is unfortunate that at times that we do have customers who do not understand how our program works. Ms. [redacted] did come in for repairs. Upon...
inspection, the technician did discover that there was extensive damage underneath where Ms. [redacted] had a concern. There were dents in the oil filter, the undercarriage was torn and the CV Driveshaft was pulled out. There are clear indications that the vehicle was involved in an accident or hit something. For these reasons, the customer does not fall under the WRAP Agreement. In order for the repairs to be completed, Ms. [redacted] needs to file a claim with her insurance. We have attempted to explain this to Ms. [redacted]. Filing an insurance claim would allow the customer to avoid having to pay the entire repair bill since this is not a "normal wear and tear" repair. We will continue to work with Ms. Willkotte on her deductible.We have attached pictures of the vehicle as well as a copy of the WRAP program for your review.
Thank you for the opportunity to respond to this complaint. We were puzzled when we received it, as we had been working amicably with this customer and she had not given us any indication of being this upset. Although we, at EZ Own Auto Source, empathize with her frustration, we would like to take...
this opportunity to correct some inaccuracies in the customer’s review.In regards to the 2004 Chevy Trailblazer, Ms. [redacted] was aware that the tires needed to be replaced at the time she leased the vehicle on July 3, 2014. Ms. [redacted] came into the service department on 07/10/14. She stated she had to be at work at 3pm and could not wait. We offered a ride to work AND drop off the vehicle but she refused and stated she would be in the next day. She never brought the car back until March 27, 2015 when she took possession of 2007 Chevy Cobalt. Ms. [redacted], unfortunately, had a history of delinquent payments (including the first one) and had some car insurance coverage interruptions. Ms. [redacted] had fully paid off her down payment and was free to return the vehicle with no further obligations. EZ Own Auto helped Ms. [redacted] save money by leasing the 2007 Chevy Cobalt and reducing her payments over 15%. Although we were able to help her save money, she continued to have a pattern of delinquent payments. On about 07/21/15, Ms. [redacted] called to notify us that she was involved in a fender bender on the freeway and the car was making noises. We offered to tow the vehicle but she refused and stated she would take care of it on her own. We asked her to send pictures but never got them. When she surrendered the vehicle, the driver’s side rear bumper and tail light was broken and missing and there was a lingering stench in the vehicle. Truly, this was NOT the condition she received the car. Currently, there are no garnishments paid to us from Ms. [redacted].
First, we would like to clarify the question of the $1,000 down. Each of our customers goes through a thorough underwriting process and sometimes after calling references and verifying employment or residential status, it becomes clear that further down is needed to secure our asset (the vehicle). On 11-17-16 we received a total of $500.00, of this 225.11 was applied as the 1st payment on the vehicle. 27.40 was applied as a payment towards the LDW insurance and 247.49 was applied towards the total down payment requested of 650.00 Our records show that the card did not come into service until 12-1-16. Upon returning the vehicle on 12-6-16 the customer had it until 12-13 when we turned off the vehicle for non-payment. On 12-14-16 the customer called saying that he would not pay because it didn’t work. We advised that we had disengaged the unit due to payment and that we could pick it up for service if there were further issues. He refused and said he no longer needs it. In this case, the customer had been in the HHR for nearly a month before asking that it be returned. No payment other than the $500.00 received on 11-17-16 was paid and customer allowed the LDW insurance on it to lapse. Per our return policy, we do not offer refunds unless within the first seven days of delivery, but we do credit a customer towards another vehicle in our program. EZ OWN would like to offer the customer the $247.49 that was used as down payment towards another vehicle if he would like to get back into the program.
We processed the full refund of all monies received form this customer to this customer's card on 9/1/15 (see attached receipts). The refund was issued outside of our normal 7-day refund policy, signed by the customer at delivery on Aug 11 (attached), thus taking longer to route through the...
approval process. We processed this refund as quickly as we could to resolve this issue and get the customer taken care of.
Ms. [redacted] entered a contract with EZ Own Auto Source on 2-4-17 for a 2013 Ford Focus. We offer 7 days from purchase where our customers can change their mind and return the car for a full refund less a $500.00 admin fee. Ms. [redacted] remained in the car and continued to make payments...
through the 17th of February. On 2-8-17 the car was brought in for service and a new exhaust manifold as well as wiper blades were installed. Our service manager spoke with Ms. [redacted] and explained there is a recall on the transmission and to bring it in to us or to a Ford dealer to be serviced. The customer brought the car to Sun devil Auto instead of the Ford dealership. It was brought in on 2-18-17 to the Glendale store, not the Corporate service location. We towed the car to the dealership on 2-21-17 to have the recall performed. The customer was past the 7-day grace period so the down payment is non-refundable and first 150 days of contract is due in full.
I shouldn't have to pay a flip fee when the service render to me is unacceptable. When you have token your car for the same problem over 3 times it unacceptable. I have my car back and the check engine light is on still. They say they have only charged me 100 hundred dollars but I was stuck 3 weekends and some weekdays without my vehicle so yes they should eat the cost because I have paid for taxi 3 weekend in a row. If I had a lot of money I wouldn't have lease from them. They have poor customer service and I'm only continue paying them because I'm clean up my credit so I will never be in this situation again.
The customer entered into a rental agreement with EZ Own Auto Source on January 23rd, 2017 for the below mentioned vehicle. Customer entered into our LDW program for Comp & Collision coverage. On August 17, 2017 the vehicle was in a rear end collision causing an At Fault Collision...
claim. Upon inspection of the vehicle our service department determined that the air bags did not deploy because the censors did not obtain enough force to cause a deployment. This vehicle has no safety issues. The customer then spoke with a insurance agent who had never inspected the vehicle and was told that there was a possibility there were no airbags in the car, which is false. EZ Own Auto Source offered to flip customer into another vehicle with new origination fee pulse insurance deductible. However customer chose to stay in current vehicle for the deductible amount.
We would like to thank you for the opportunity to respond to Ms. P[redacted] complaint. EZ OWN Auto Source is committed to making sure every vehicle is safe and the work is complete. So, it was troubling to read the struggles that Ms. P[redacted] was going through with her 2007 Chevy Aveo. After doing...
some initial research, this vehicle has only been into our service department once, 08/11/2015. This matter was resolved and fixed. After further looking into the specific year, make and model of the car, it appears this is a manufacture problem not a mechanic’s. As stated, in our Contract, we will continue to work to repair any problems with the vehicle until it is deemed irreparable. The problems that Ms. P[redacted] continues to bring up are repairable issues and therefore we cannot deem the vehicle “irreparable” as she has requested to our Service Department. Our team is committed to making sure that the issues are resolved before the vehicle leaves the facility. If the problem continues to exist then that is usually a design flaw from the manufacturer. Having reviewed her file, I see no documentation stating that Ms. P[redacted] was entitled to a free exchange of her vehicle. If one was granted, that offer usually comes with an expiration date of no more than 30 days from time of purchase. However, given Ms. P[redacted]’s frustrations with this vehicle, we are willing to discount the normal exchange fee of $750 down to $500. Ms. P[redacted] should note that she would be entering a new contract at the current rate of the vehicle. She is currently receiving a discounted rate that has expired.