Second Chance Auto LLC

The Revdex.com Complaint: [redacted] June 16th, 2017First we would like to explain how we select whom we financeWe do income based financingThere is no minimum credit requirementFirst every customer fills out an application, the next step is the budgeting processDuring this process we require one month's worth of proof of incomeWe go over what monthly expenses the customer hasWith those monthly expenses we include a $car payment, gas for the general vehicle they are looking at, and full coverage car insuranceThe monthly expenses are then subtracted from the customers average monthly incomeThe amount left over is the disposable incomeA person living independently (paying rent, utilities, etc) is expected to have $of a disposable incomeA individual living dependently upon family, $A person relying upon roommates or non-family members $There are several reasons why we do thisOne, the customer will have to pay out of pocket expenses in regards to repairs and general maintenanceTwo, if their living situation changes, we want them to have enough income to support themselvesAlso, we want the customer to be able to save money, so when their loan is finished with on time payments, they have the option to go to a larger dealership with down payment moneyThe next step is hard credit pull to make sure we included all financial obligations and that all open credit lines are currentOnce they are approved, they are approved for every vehicle on the lotTheir down payment determines which vehicle is available$down makes $8,and below vehicles available$1,down $9,and belowThe more expensive the vehicle the more down required, we do this to insure that a payment does not go over $per monthWe do not pray on low income customers, in fact the exact opposite, because we are the financing company we would stand to lose more by, praying on people who can't afford a car loan than a customer who canWe are only successful if our customers are successful.To help with the success of the loan, there is also a warrantySecond Chance Auto, LLC did provide the warrantyThe cost of the Second Chance Warranty is included in the priceOur warranty did cover the fuel pump, the water pump, and the thermostat but, the customer must take it to one of our service providersNot only did we go over the warranty during closing but, also give them a list of providers with their phone numbers and addresses so they may choose the one closest to themThe engine was in fact a recall, if a loaner was needed it should have been provided by HondaWe do not have a rental car or loaner agreement with any of ourcustomersWe do have a roadside assistance agreement with customers included in the price of the vehicleThey may use AAA or a roadside assistance provider of their choiceAAA provides discounts on rentals.As far as the worth of the car if you were to pull the same year make and mileage of the Honda at the time of sale today Carfax says it is worth $retailI find it very hard to believe that in the car was based at the same valueWith that being said, anything financed always costs more than what it is worthWith a low credit score you are looking at a 21% simple interest rateThe cost of the warranty, yrs of AAA, and the reimbursed oil changesAlso Tax, Title and Tags were included in financingAll of this was gone over with customer in the truth and lending disclosure when she purchased the vehicleWe also went over the deductibles on full coverage insurance could be no higher than $because, this is what the customer has to pay out of pocket if they were involved in an accidentThe customer failed to mention she had Dui's and accidents on her record that would increase her insurance premiumsFor the two years of financing she never kept her deductibles below $1,We decided to work with the customerFor the last few months before the total loss accident she increased her deductibles to $2,and yelled about having to have full coverage, even though it is PA state law to have full coverage on any financed vehicle.What the customer also failed to mention is that she did not communicate with usShe was in default of contract and we were trying to reach her before we sought back our propertyThe customer did not update her address or phone number with usWe then tried contacting her emergency contacts and referencesShe had previously contacted our employees through social mediaWe tried the same tactic to contact the customerWe contacted anyone we knew that had contact with our customer to try to reach her, we did no share any personal informationOne of our previous customers promised to contact her and let her know that it was very important she speak with us (that being said a previous customer would have the knowledge of why we would contact someone not liable to account)She then contacted us to set up authorized payments in a attempt to catch up the account and updated her address and phone numberThe amounts she authorized did not go throughAt this point we again tried to contact the customer her phone was disconnectedWe tried mailing a certified letter to let her know that we need payment within the next five days or she would be subject to repossessionWe again sent a message via Facebook and asked if she could call in to reset a payment scheduleShe failed to contact us or sign for the certified letterWe were forced to send out a repossession order for the vehicleWhen the repossession truck showed up to repossess her vehicle she was not homeLater that day she contacted one of our employees via Facebook messenger asking if she should return her vehicleThe process was explained and she was made aware that it would have a negative impact on her credit and what would happen after she dropped it offShe became hostile and finally toid us about her "repair issues" years after having the vehicleWe explained that we were trying to tell her this not to threaten her but to help her make an informed decisionShe complained about the interest rate and warranty but agreed to surrender the vehicleShe would be surrendering a vehicle with an added estimated (from December's oil change receipt) 63,miles on the vehicle from the time of sale in only two yearsMost of our customers average 46,miles over a three year period.That was May 12thOn May 17th she then contacted our employee again via social media, when the office was closed, stating the car had been taken and totaledShe told ouremployee that the state police opened the claim for herThe customer gave our employee the incident number, at the that time the employee stated that a total loss would most certainly be better than a voluntary repossession and we would work with her on the difference of the payoffOur Employee tried to find the claim but without successWe then contacted the customer to see if the insurance company had contacted her with a claim numberShe replied that the insurance company had not contacted her but she would try to contact the officerOn May 30th, we contacted her again via Facebook messenger to let her know that the officer never opened the claim but, we could on her behalfWe also wanted to know what state police handled and where the vehicle was locatedShe did not respond right away so we called the surrounding state police to find out who towed it and where the vehicle wasShe then responded confirming the informationOur employee opened the claim on the customers behalf and messaged her the claim number, who was handling the claim their phone number and extensionWe explained that the customer would need to call the insurance to verify loss and what happenedJune 9th we tried to contact the customer again to see if she had called the insurance company but she gave no responseJune 13th we sent the customer another message that we cannot get the account resolved without her contacting the insurance companyThat again this was better than a repossession and all she needed to do is call in and speak to the adjusterShe became hostile again, saying she was calling but could never get throughWe tried to verify that she was calling the correct line and extension because, with that number we had no issues getting throughShe again answered angrily saying she "didn't know" and was "trying to open the claim"We reminded her the claim was open and all the information she needed was in the previous messagesShe replied saying that when she does what she is supposed to do we will be notified and to not threaten her with repossessionWe then reminded her that other than telling us there was an accident, we have been the ones handling the entire total lossThat we went above and beyond to be able to close this accountWe did also let her know that we could in fact still repossess the vehicle if the customer was not doing what they are required to doThe next day she filed this complaint.Even though it has been a month since the accident, we are still willing to work with the customer if she would call into her insurance company and talk to her adjuster.Chad A***General manager

The Revdex.com Complaint: [redacted]June 16th, 2017First we would like to explain how we select whom we finance. We do income based financing. There is no minimum credit requirement. First every customer fills out an application, the next step is the budgeting process. During this process...

we require one month's worth of proof of income. We go over what monthly expenses the customer has. With those monthly expenses we include a $350.00 car payment, gas for the general vehicle they are looking at, and full coverage car insurance. The monthly expenses are then subtracted from the customers average monthly income. The amount left over is the disposable income. A person living independently (paying rent, utilities, etc) is expected to have $500.00 of a disposable income. A individual living dependently upon family, $800.00. A person relying upon roommates or non-family members $1000.00. There are several reasons why we do this. One, the customer will have to pay out of pocket expenses in regards to repairs and general maintenance. Two, if their living situation changes, we want them to have enough income to support themselves. Also, we want the customer to be able to save money, so when their loan is finished with on time payments, they have the option to go to a larger dealership with down payment money. The next step is hard credit pull to make sure we included all financial obligations and that all open credit lines are current. Once they are approved, they are approved for every vehicle on the lot. Their down payment determines which vehicle is available. $500.00 down makes $8,995.00 and below vehicles available. $1,000.00 down $9,995.00 and below. The more expensive the vehicle the more down required, we do this to insure that a payment does not go over $350.00 per month. We do not pray on low income customers, in fact the exact opposite, because we are the financing company we would stand to lose more by, praying on people who can't afford a car loan than a customer who can. We are only successful if our customers are successful.To help with the success of the loan, there is also a warranty. Second Chance Auto, LLC did provide the warranty. The cost of the Second Chance Warranty is included in the price. Our warranty did cover the fuel pump, the water pump, and the thermostat but, the customer must take it to one of our service providers. Not only did we go over the warranty during closing but, also give them a list of providers with their phone numbers and addresses so they may choose the one closest to them. The engine was in fact a recall, if a loaner was needed it should have been provided by Honda. We do not have a rental car or loaner agreement with any of ourcustomers. We do have a roadside assistance agreement with customers included in the price of the vehicle. They may use AAA or a roadside assistance provider of their choice. AAA provides discounts on rentals.As far as the worth of the car if you were to pull the same year make and mileage of the Honda at the time of sale today Carfax says it is worth $5000.00 retail. I find it very hard to believe that in 2015 the car was based at the same value. With that being said, anything financed always costs more than what it is worth. With a low credit score you are looking at a 21% simple interest rate. The cost of the warranty, 3 yrs of AAA, and the 12 reimbursed oil changes. Also Tax, Title and Tags were included in financing. All of this was gone over with customer in the truth and lending disclosure when she purchased the vehicle. We also went over the deductibles on full coverage insurance could be no higher than $500.00 because, this is what the customer has to pay out of pocket if they were involved in an accident. The customer failed to mention she had Dui's and accidents on her record that would increase her insurance premiums. For the two years of financing she never kept her deductibles below $1,000.00. We decided to work with the customer. For the last few months before the total loss accident she increased her deductibles to $2,000.00 and yelled about having to have full coverage, even though it is PA state law to have full coverage on any financed vehicle.What the customer also failed to mention is that she did not communicate with us. She was in default of contract and we were trying to reach her before we sought back our property. The customer did not update her address or phone number with us. We then tried contacting her emergency contacts and references. She had previously contacted our employees through social media. We tried the same tactic to contact the customer. We contacted anyone we knew that had contact with our customer to try to reach her, we did no share any personal information. One of our previous customers promised to contact her and let her know that it was very important she speak with us (that being said a previous customer would have the knowledge of why we would contact someone not liable to account). She then contacted us to set up authorized payments in a attempt to catch up the account and updated her address and phone number. The amounts she authorized did not go through. At this point we again tried to contact the customer her phone was disconnected. We tried mailing a certified letter to let her know that we need payment within the next five days or she would be subject to repossession. We again sent a message via Facebook and asked if she could call in to reset a payment schedule. She failed to contact us or sign for the certified letter. We were forced to send out a repossession order for the vehicle. When the repossession truck showed up to repossess her vehicle she was not home. Later that day she contacted one of our employees via Facebook messenger asking if she should return her vehicle. The process was explained and she was made aware that it would have a negative impact on her credit and what would happen after she dropped it off. She became hostile and finally toid us about her "repair issues" 2 years after having the vehicle. We explained that we were trying to tell her this not to threaten her but to help her make an informed decision. She complained about the interest rate and warranty but agreed to surrender the vehicle. She would be surrendering a vehicle with an added estimated (from December's oil change receipt) 63,000 miles on the vehicle from the time of sale in only two years. Most of our customers average 46,000 miles over a three year period.That was May 12th. On May 17th she then contacted our employee again via social media, when the office was closed, stating the car had been taken and totaled. She told ouremployee that the state police opened the claim for her. The customer gave our employee the incident number, at the that time the employee stated that a total loss would most certainly be better than a voluntary repossession and we would work with her on the difference of the payoff. Our Employee tried to find the claim but without success. We then contacted the customer to see if the insurance company had contacted her with a claim number. She replied that the insurance company had not contacted her but she would try to contact the officer. On May 30th, we contacted her again via Facebook messenger to let her know that the officer never opened the claim but, we could on her behalf. We also wanted to know what state police handled and where the vehicle was located. She did not respond right away so we called the surrounding state police to find out who towed it and where the vehicle was. She then responded confirming the information. Our employee opened the claim on the customers behalf and messaged her the claim number, who was handling the claim their phone number and extension. We explained that the customer would need to call the insurance to verify loss and what happened. June 9th we tried to contact the customer again to see if she had called the insurance company but she gave no response. June 13th we sent the customer another message that we cannot get the account resolved without her contacting the insurance company. That again this was better than a repossession and all she needed to do is call in and speak to the adjuster. She became hostile again, saying she was calling but could never get through. We tried to verify that she was calling the correct line and extension because, with that number we had no issues getting through. She again answered angrily saying she "didn't know" and was "trying to open the claim". We reminded her the claim was open and all the information she needed was in the previous messages. She replied saying that when she does what she is supposed to do we will be notified and to not threaten her with repossession. We then reminded her that other than telling us there was an accident, we have been the ones handling the entire total loss. That we went above and beyond to be able to close this account. We did also let her know that we could in fact still repossess the vehicle if the customer was not doing what they are required to do. The next day she filed this complaint.Even though it has been a month since the accident, we are still willing to work with the customer if she would call into her insurance company and talk to her adjuster.Chad A[redacted]General manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I feel that their business practices as outlined in the response sounds great in the language they have used, In reality they are a predatory lender. If they were setting people up for success by taking all of these measures then they would not charge so much interest, they would offer early buyouts so consumers can get rid of some of the interest, they would not charge over double of what the vehicle is worth.  That being said the only response I saw pertaining to my complaint was that they are willing to work with me; but gave no details to this. As far as the insurance I have received notice that they need additional items such as signed affidavits and stated it may take up to another 45 days in order to complete this process. the suggestion that I am not doing what I need to on my end is ridiculous, why wouldn't I want this settled? There was no response to the unprofessional manner of which their staff(laura) was messaging people she found on my social media site that she also knew. I request again that the company receives the pay off amount and satisfies the debt which needs to be reflected on my credit report. Thank You
 
Regards,
[redacted]