Sensible Auto Lending

Review: I have a recent car loan with them, and when setting up my card for automatic weekly withdrawal, they waited almost 2 weeks to let me know that card doesn't work (no reason given, and it's the same card I use for all other automatic deductions). They told me I had to purchase a reloadable card for their payments, which I did.

I set it up on their website and called them to verify it had gone through properly.

Now, each week since, they do not take the payment on Fridays as they should (funds are always there).

They say that it was denied or they give me the original card number they said they couldn't take.

Every week when I call for them to take a payment, they verify everything and it is the correct information, they are rude, when I ask to talk to a supervisor to resolve it once and for all, they tell me there isn't one; put me on eternal hold or hang up on me.

Sometimes they will process the payment before hanging up on me, and I am always charged an additional fee.

They have the correct information, the funds are there and they never try to take the funds, because they don't notify me they were unable. I have to track them down.

I want to talk to a superior, be refunded all extra fee's I have been charged and assured my account is all set and no problems going forward.Desired Settlement: I want to talk to a superior, refunded all extra fee's taken and assured my account is correct and no issues going forward

Business

Response:

[redacted] Sensible Auto Lending apologizes for any bad experience that you had. Please contact us at ###-###-####, extension [redacted] it does look like the issue is now resolved and hope there are no problems going forward.

Review: I was told to pay $20 to $50 a week consecutively to pay of my $450 balance on my car went to pay the $50 & my car was still repoed after I got the payments down to that amount. ..then the person on the other line told me I was straight but still took the car...they really didn't like me because I was not having it from them to just keep going into the account whenever they wanted to.Desired Settlement: My car back paying only the amount owed which is $450

Review: Sensible Auto Lending deducted my payment from my account but stated that they never got the payment. I had my banking institution fax an official letter stating that the payment was debited and they also faxed over my statements showing that the payment was deducted. At first I was making weekly payments and switched over to bi- weekly according to my pay schedule. Sensible tried to take out a weekly payment after this was set up and stated that they would refund me the charge for this payment being returned due to a miscommunication on their part, this has not happened. The next week is when my bi- weekly payment was deducted successfully (no one knows where this payment went), the very next day, after receiving my payment, they attempted to debit it again which caused another fee. I called to get things corrected and was handled rudely by a manager, when I asked to speak with someone over her I was told not to worry about who that is because she will be handling this matter. I was told I had no money and my car would be shut off and up for repossession. She shut my car off that day without trying to figure out why my bank says it cleared and it isn't showing up in their system. She told me that if I did not like the way she talked to me then she could disconnect, not once was I rude to her. I am without a car for work and may be getting repossessed. I will be contacting a lawyer for the inconvenience that this has caused. It has now been a 6 business days and a weekend without any resolve.Desired Settlement: I will be discussing this with a lawyer to inquire about the next steps to take in this process.

Business

Response:

Dear Ms. Cotton,

Sensible Auto Lending would like to sincerely apologize for the experience that you had in the past. We are looking into this matter and will be contacting you as soon. Please feel free to contact management at ###-###-####.

The customer service provided by Sensible Auto Lending is the WORST ever. NO professionalism at all. ALL THE REP INCLUDING MANAGERS ARE ALWAYS RUDE ! I WILL NEVER ADVISE ANYONE TO USE YOUR COMPANY.

Review: Before listing my complaint I would like to mention, I am currently overseas so it is best to reach me by email [redacted]. I have tried contacting Sensible Auto Lending, and have heard no response.

This dispute is against Sensible Auto Lending, for being noncompliant, with the laws of the state of [redacted]. According to [redacted] code [redacted], if the creditor chooses not to send notice then the borrower must be notified of the repossession by hand delivery or certified mail no later than three days after repossession. This notice must inform the borrower of his right to redeem the car. If the lender fails to send this notice, no repossession or storage fees may be charged. Secondly, no later than 30 days after the sale, the creditor must inform the lender of the sale price of the vehicle. None of these laws were followed by sensible auto lending.

I am disputing the repossession conducted, by Sensible Auto Lending, based on the aforementioned laws above. First, I did not receive the required notice prior or after the repossession. Being unaware of the repossession all personal belongings, including all car documents and payment receipts located in the car, were taken. On a side note, I had to pay to retrieve my personal belongings, which would not have been necessary if I had been told of the repossession in advance.

Secondly, the lender, Sensible Auto lending, should not be entitled to a deficiency, of $550 dollars. Based on the fact that aforementioned lender never sent me a “NOTICE OF SALE”. Nor did I receive any statement of expenses, sale proceeds, or balance claimed by sale of the vehicle even as of today. The only reason I am aware of this deficiency is due to the derogatory claim made by sensible auto lending on my credit report. As per law, of the state of [redacted], it is required for a lender to provide the exact date and location of the auction of the vehicle. I would ask for sensible auto lending to provide valid proof that these documents were sent by certified mail, and returned bearing my signature of acknowledgement.Desired Settlement: I request this claim by Sensible Auto Lending be removed/ deleted from my credit report.

Business

Response:

Dear Customer,

This company [redacted] big time!! Very rude people in customer service. I have problems with the loan I was given and wanted to speak to someone I called them and was sent to a voicemail as soon as they opened. I called back the rude girl took my name and sent me back to voicemail. They still havent gotten back to me regarding my issue. They will only call if a payment is missed. This is the worst company to get a loan from. Im trying to reach the ceo I dont call them anymore.

I've had now 2 auto loans with this company, first car was paid off, now into my 4th year with a second vehicle so been with them for a total of 5 years and I have only been granted with one extension in the 5 years. Today I requested a 3 DAY extension and I'm told very rudely and talked to like a piece of crap that no they cannot give me a 3 day extension with a guarantee that my vehicle won't be disabled for being 5 days late with a payment. The manager Lauren is rude and unprofessional and has raised her voice to me and hung up on me only because I was asking her to explain to me why all of the sudden I'm being told something different. She said they've changed there policies and cracking down. Where is the customer loyalty? Where's the respectful customer service. I've paid these people a ton of money and I don't appreciate being talked down to brought to tears when I ask for a 3 day extension. This vehicle is our means of getting you that big payment, you cut it off we can't drive an hour to work to make that money to pay you. I understand that you can't do this for everyone but about you look up a customers history and how long they've been with you and how many times they've actually been granted an extension. You don't give honest people a chance. I've asked to speak to the gm of the company about the rudeness of a couple employees and left messages after messages with no response. I really wish y'all would show some compassion because I would've brought you business but after all this I'll be glad to cut my losses and be done with you guys. I've put $4000 into repairs on this vehicle in the first 2 years I've had it just to keep it running which was over half of what I owed on it hence the asking for a 3 day extension. Maybe you should review your policies and make them more to assist the customer and by the looks of the reviews revamp your customer service etiquette.

Review: My monthly car loan payment is not being applied properly. I spoke to over five people and not one can explain why. They either transfer, hang up or put me on hold for ever. I have never been late and recently elected to up my payment to one monthly draft of $400, instead of $388. Last month they applied $350 to principal and $50 to interest. This month they applied d$300 to principal and $100 to interest. No one can explain to me why my interest payment doubled from one month to the other. I asked to speak to a person in charge and they transferred me to a [redacted] voicemail that, to no surprise, has not returned my call. This is not the first time they have given me the runaround, every time playing phone games especially when it's close to closing time. They will leave you on hold until they close and no one ever answers, to refusing to speak to you if you're frustrated and putting you on hold or simply hanging up. When I've said that I've spoken to "a million" people, I had one person ask me, what their names were. They count on wearing your time and patience out to the point that you find no resolve in calling them, so you just stop calling. Unprofessional is not even the word to describe them. I am surprised that these people are allowed to do business in our country with all the consumer protection laws that we have. They should not be allowed to change terms without account or jury on a loan that does not have one adverse record.Desired Settlement: I am trying to pay my car off sooner than later. I want to finish doing business with these people. I need to know why my interest payment amount is fluctuating from month to month, any inconsistencies/errors rectified immediately and I want an amortization schedule mailed to me asap.

Business

Response:

Dear Ms. [redacted],

Review: My car was repo'ed a week and a hlf ago. I got it back and was told to put $234.00 in my account and to call when I did so. that was done and when I called I was spoken to rudely and threatened that my car would be repossessed again if the monies were not there. I told them they were there. I wake up this morning to find my car repo'ed again; for what? Can some one please contact me at your earliest convenience as I think this is very unethical. Thank you.Nicole HolleyDesired Settlement: I do not think I should have to pay for towing, bank fees or anything related to this repo. I just did all of that less than 2 weeks ago.

Business

Response:

Customer paid as agreed today to redeem her vehicle.

Consumer

Response:

Review: 10078959

I am rejecting this response because: Although I paid to get my vehicle back, the reasons that they took the auto was unethical. We both were upset and were talking nasty to each other. I was told if I did not apologize my aujto would be repossessed again (mind you that I put the monies into the acct as they asked me to, only to find that they did not take it out as stated on my contract with them). Personal feelings should not be used in a matter such as this and that is exactly what happened. I do not think I should have to have paid for a towing fee, repossession fee or any other fees related to this illegal repossession. I would like my monies returned to me, if at all possible. Thank you.

Sincerely,

Nicole Holley

Review: I have been having multiple issues with Sensible Auto Lending since the beginning of the year. Most of them stem from very very poor customer service, especially as of recent. The issues range from providing incorrect amounts and due dates to customer service representatives hanging up on you without resolving the call. I'm never able to speak to anyone above a supervisor and the supervisors there are always unavailable. Today I was yelled at by [redacted], a collector who also answers all the calls and she hung up on me twice. I nor anyone deserves to be treated unprofessionally and every company should have a department, manager, director or owner that is accessible to make associates such as [redacted] accountable for their actions. I can go into more detail but would like for the President or Owner of Sensible Auto Lending to give me a call. I've received threats by associates and they've even auto drafted funds out of my account without permission.Desired Settlement: I would like for the President/Owner or someone with top authority to please give me a call.

Business

Response:

[redacted]-Sensible Auto Lending apologizes for the experience that you had with our representatives. Someone will be calling you back today. Thank you for being a customer.

Business

Response:

Dear [redacted],

On behalf of Sensible Auto Lending, we would like to apologize for the experience that you had . We would like to assure you that this matter will be escalated to and you will be receiving a phone call from management. Thank you for being a customer.