The LGM Company

This business response was received by Revdex.com staff member ** via email and is a copy/paste.Date: January 9, From: Bluefin Auto To: [redacted] Re: [redacted] Dear [redacted] My name is TerryI have reviewed the complaint, investigated, and reviewed internally with the appropriate partiesFirst of all I would like to offer my apologies to [redacted] for any misunderstandingsThe FDCPA does not allow for harassment or belittling customers so we do not do thatPer the customer's request on this complaint, we will place a cease and desist on her account so that there will no more telephone calls to herIt is suggested that the customer review her contract so that she is fully aware of the remedies if she goes into defaultWe offer autopay, where you do not have to speak to anyone, and your payment comes out of your account automaticallyOnce again my sincerest apologies and my promise to continue to strive for the highest level of customer serviceRegards, Terry M***

Revdex.com: [redacted] < [redacted] @yahoo.com>8:AM to me Dear Ms***,Thank you for your help in resolving this matter I did receive the $check from LGM Financial~ [redacted] ***330-998-(cell)

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 In my conversation with [redacted] he stated the closing of my loan was done incorrectlySo responding to the late payment I called the payment center number today to set up payment for what is due and the payment on the 10th....nothing has change with the employees regarding attitude and how they handle my call As soon as the person recognized my a account the tone of the call changed and he became rude and hostile towards me Ask me for my name I tried to spell it and he cut me off stating I got your account pulled up never getting my first name then he begun asking me why is it that my Panettiere is 12days late and etc I told him I have spoked with [redacted] and I world like to set up my past due and payment coming upI told the gentleman that I will use my saving account not the card on file he said we charging the card I said no my account he said what is it checking saving just give me the account information I gave him My routing number then my account number which he commentedthat seem like a not enough number making me felt I was lying and had to explain it was my credit union and he stated if it's the right number I just ignored it After we talked about the amount that is to be taken he began to let me know make sure my money stay in the account d9nt move it leave it in there so they can take the money and so on I didn't think it was necessary to remind me of thisI ask him again to make sure not to charge my card since there will be no money on it he said that he wI'll note the account not to charge my card and was that good enough for me? Again comments are not needed, but my past due and current payment is set up hopefully everything goes well I am not sure what kind of customer service training these men was given but there is room for improvement At the beginning of the call it stated that calls maybe recorded and I hope it's true because the only thing good about this whole transaction has been my conversation with [redacted] and I really thought that things will better and my car is a very nice car but the bitter taste I feel every time I call just make me cringed and hesitate to talk to any live person at this moment I am all for automation calls or payment online Regards, [redacted] ***

Date: April 5, From: LGM Financial To: [redacted] Re: [redacted] Dear [redacted] ***My name is TerryI am the Operations Manager for LGMI have reviewed [redacted] s complaintFirst of all, let me sincerely apologize to [redacted] that her complaint was not handled in a timely manner when she brought this to a representative of LGM’s attentionI have personally spoke to that representative, Beverly, about this and have been assured there will be better customer service in the futureA check in the amount of $has been mailed via certified mail with the U.SPost OfficeThe tracking number is [redacted] Once again I apologize to [redacted] for any inconvenience this may have caused Regards, Terry M [redacted] LGM

Good afternoon , My name is Matthew and I am the Customer Service Manager hereI have reviewed MsW [redacted] ’s complaint, reviewed her account, and the notice of the bankruptcy dischargeFirst allow me to apologize to MsW [redacted] for any misunderstandings that may have taken placeWe received a discharge notice, just as she should haveSince we aren’t responsible for the mail there is nothing that we can do regarding the timing of the notices, these are sent out through the trustee’s office not usWe tried to work out an agreeable solution with MsW [redacted] but could notThe representative was cursed out and verbally abusedThe customer said that she needed to look for another vehicle and would return this vehicle after purchasing a new carThis was not an acceptable arrangement so LGM repossessed the vehicle, as is our rightThe vehicle is currently being stored at the Greater Cleveland Auto AuctionMsW [redacted] ’s belonging are being taken to the location where she purchased her vehicle, North East Auto CreditShe can pick up her belongings thereAs for any disputes with her credit reportingMsW [redacted] can go to www.transunion.com to file a dispute to get any credit reporting corrected

Please provide the name of the person that you spoke with so that we can properly execute a training regimenI will follow up with [redacted] regarding this issue and assure you that the person responsible will be reprimanded.Thank you for the correspondence

Good afternoon, My name is [redacted] and I am the Customer Service Manager here at LGMI'm very sorry that your basement flooded, unfortunately we are unable to suspend paymentWhen you purchased the vehicle a legal binding contract was signed for a payment dates etcAnytime there is non-payment we have the legal authority to disable said vehicle until payment is remittedIf anyone treated you disrespectfully however, I will personally look into it and reprimand that agentWhile we do follow the rules, we also never want our customers to feel as if they have been mistreated

My name is [redacted] , I am the General Manager for LGM FinancialI am responding to the complaint filed by [redacted] ***First of all I would like to apologize to Ms [redacted] for any misunderstandings that she has with the companyI would like to address her issuesHer first issue is regarding the installation of a GPS unitGPS units are installed in all of the vehicles where we are the lienholderShe is aware of this has signed the necessary addendum to the contractShe said that her due date wasn’t clearThe contract that she signed clearly shows the due date and terms of the contractBecause the majority of the payments have been late the representative did ask the customer to provide proof of the most recent reason for the customer not making the payment on time, which seemed to be upsetting to Ms***Upsetting her was definitely not our intentionI disagree with the claim of harassmentIt is against the law to harass customersIt might be possible that she is confusing us asking her to honor the contract and make timely payments with harassmentTo eliminate this confusion I have placed a cease and desist on her accountThis means that she will not receive any phone calls from a Collection RepresentativeCurrently [redacted] is days past due on her account with another payment coming due on 8/29/I would also like to mention that untimely payments, or failure to make payments, may result in repossession If she has anymore issues now or in the future she can feel free to call the Operations Manager, [redacted] on his cell phone at [redacted] For service issues she can contact the Service Department at [redacted] Regards, [redacted]

Good afternoon, My name is [redacted] and I am the Customer Service Manager for LGMThis vehicle has been rescinded and the customer no longer owns the vehicle due to Customer unable to pay and unauthorized use of vehicle for commercial purposes

Date: April 21, From: LGM Financial To: [redacted] Re: [redacted] Dear [redacted] ***, my name is Terry M***I am the Operations Manager for LGMI have reviewed the complaint filed by [redacted] Even though I knew the facts, I still consulted with executives of the company who were directly involved in the merger [redacted] is an entity of LGM FinancialThis was a legal merger [redacted] has dropped his vehicle off, so this will save him repossession feesHe will still have a legal obligation since we have a signed legal and valid contractThe account will be reported to the credit bureau as a repossessionOnce the repossession sales at the auction Mr [redacted] will receive a deficiency notice letting him know what his remaining obligation isAs requested, we will no longer call Mr [redacted] about his accountTo protect our rights to enforce the contract we will send all legal required documents through the mail Regards, Terry M [redacted] LGM

Good afternoon, My name is Matthew and I am the Customer Service Manager for Miami Car CreditAfter reviewing the customers case file with our GM over at LGM it is determined that the customer did in fact pay a deductibleThe deductible that he paid however was not for the vehicle to be fixed, as we are not an insurance companyThe deductible to be paid was to close out the account without us pursuing the customer for the deficiency on the loanLegally the customer was still under contract for the vehicle, regardless of the condition of it, and still contracted to make the payment that his contract stipulatedWe let him out of the contract for the deductible paid which allows him to be free and clear of any other responsibility for paymentThank you, Matthew [redacted]

Date: September 14, 2015From: LGMTo: [redacted] ***Re: [redacted] ***Dean [redacted] ***My name is TerryI am the Operations Manager for LGMI am responding to [redacted] ***’s complaintI would like to apologize to [redacted] for the error on our part [redacted] ’s husband, [redacted] and I have previously talked and I had removed the banking information in questionAfter receiving this complaint I looked into the matter and there seemed to be a system glitch that kept the information in the system even after I attempted to delete itI reached out to our vendor who manually was able to remove [redacted] savings account information from [redacted] account with usWe have also refunded the unauthorized funds back into her account.This was a case of computer error that I am very sorry forI have also cut off the automatic payment feature for [redacted] Her next payment is not due until 9/21/I will not be pulled automatically and must be received on or before this date.Regards,Terry M***LGM

Good morning [redacted] , First off allow me to apologize if you feel that our customer service has been sub-par as we always strive to give our customers an excellent experience with usI would also like to thank you for your patronage, loyalty and business, it is appreciated!! Rest assured that I will speak directly to the representative as well as her supervisor and she will not contact you any longerThank you for your patience and I will be reaching out to you shortlyI hope you're having a wonderful day and look forward to speaking with you soonSincerely, Oleg K [redacted]

Good afternoon, My name is Matthew C [redacted] and I am the Customer Service Manager hereAfter speaking with The GM and reviewing your account we have determined that it was a good paymentThis customer was on our autopay programAs per the program, an automatic payment of $came out on 2/25/as it should haveWe received a payoff on 3/4/17, almost eight days after her payment was due and taken outThe payoff was over by $so we ensured that a check for the over payment was been mailed to herThe customer never in advance requested for the autopay to be cancelled and never notified us in advance that she had traded in the vehicleEven if the customer had notified us that she was trading in the vehicle, the payment would still be due until the payoff is received as per her contractThe fact that she signed a contract with another lender has no legal effect on the contract that was current with usShe is bound by the contract that she signed until the account is paid in full, unfortunately this didn’t happen until 3/4/after her auto pay payment was taken out of her accountIf you have any more questions please feel free to reach outThank you and I hope that you have a wonderful day Matthew C [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted] ***

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.My conplaint was never in reference to LGM paying impound fees, my complaint is the lack of customer service and the fact that I requested documents in reference to the collateral coverage that I pay for and was denied this information [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Good afternoon ma'am. According to the General Manager at LGM, our records indicate that everything has been updatedIf there is a discrepancy on your credit report please reach out the credit bureau that is showing the discrepancy and file a reportThis is the proper channel with which to deal with Credit Report issues and we would be more than happy to review whatever it is that the Credit Agency will send to us once you have filed a discrepancy reportThis seems to be the only course of action currently as our records show everything updatedThank you for your patience and I hope you have a wonderful day Matthew *** Customer Service Manager

Here you are Mrs W***This is the only documentation that we have regarding what you are now asking for

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Good afternoon, my name is Matthew and I am the Customer Service Manager here at LGM. I have reviewed the complaint, investigated, and reviewed internally with the appropriate parties.First of all if would like to apologize to *** *** for any perceived misunderstandingsIn discussing the
account and the notes with Kerness, the gentleman that she said was rude, it was determined that she has specifically requested to only deal with this gentlemanThis was reconfirmed via a phone call today that Blair made to our officeWe are not sure why she continues to wish to work with a representative that she considers beyond rude, however we would be more than happy to ensure that another representative helps her in the future if she would like. Part of the issue stems from the vehicle owned by *** *** being in a wreck and in the local impoundIt has been reiterated to her that it is her responsibility and not LGM’s to get the vehicle out of impound as well as for the cost associated with this and not usPer the representative this is what has angered MsW***She became so abusive on the phone call that her father ended up taking over the call for her.While it is unfortunate that this was not the case, it is the customer’s responsibility to carry full coverage insurance as wellWe still have a valid enforceable contract that needs to be honored until the account is paid in fullRegards,Matthew C***