The LGM Company

Good afternoon, My name is Matthew and I am the Customer Service Manager here at LGMThe customer signed and knew exactly what she was signing for when she purchased the vehicle years ago in The customer did a voluntary repossession Jan 18th so she does not have the vehicle anymore so
this is all a moot pointNot only that but the customer is no longer active duty military either so she is not eligible to claim SCRAAs well as you can only claim SCRA if you got the loan PRIOR to joining the militaryIf you're already Active Duty when signing for the loan, like this employee was when she purchased the vehicle, you cannot claim SCRA unless you are deployingCustomer stated to our Customer Service Rep that she is unemployed and can no longer afford the vehicle which is why she was turning it inWe also checked public record of military service via our legal counsel and were informed that she is no longer Active DutyWe do thank the customer for her service and wish her the best

Tell us why here...Good afternoon, My name is Matthew and I am the *** *** *** here at LGMAfter reviewing the customers complaint and looking into our files we have determined that there are several discrepancies in said complaint. Attached is a copy of the GPS addendum
that the customer signed stating acknowledgmentIn terms of payment, we are sorry that this customer lost her job, however, there is a contractual agreement that the customer entered intoAt time of purchase the customer agreed to said payment amount, payment interest (which was based on the customers credit) and the payment dateThe payment must be made on that day or beforeOne day late is terms for disconnection of vehicle due to late payment. The customer is also under the impression that LGM sold her the vehicle, we did notWe are a bank that provides financing, we do not sell vehiclesIf the customer has an issue with said car, that should be taken up with the car dealership in with which she purchased the vehicleWe are merely the financial institution that helped the customer finance the vehicle. Thank you for your understanding and we hope that this helps to resolve this issue

Dear ***,First of all I would like to offer my condolences for your lossI apologize for any stress that this situation may have caused youAt this point, the payment has still not been made on the accountThe reason we offer a deal rescission is to prevent a future repossession for youA
first payment default on your auto loan is very serious and our company offers you a way out of the loan within the first several paymentsFor you to see all of the benefits of financing with the LGM Finance Company, we ask that you make diligent efforts to making timely payments, especially in the beginning of your loan term. I have reviewed your account and see that your loan payment is still passed dueAre you able to get caught up and make the payment that is coming due on the tenth? If so, we can continue without rescinding the agreement, but please understand we are only offering a rescission for your sakeWe do not want this to result in a repossession, as that will very negatively effect your credit score.In regards to the conversations that you had with our collections staff, I have reached out to *** ***, the operations managerHe has followed through with a training process with the staff members that you spoke withI apologize if there was an inappropriate tone used during any conversation.If you need anything else from me or have any further questions, please reach out to me via e-mail at ***Thank you very much for your business, and I hope that we can come to an amicable resolution. *** ***

Thanks for the prompt help Revdex.com
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,
*** ***

Date: August 10, From: KGK To: *** *** Re: Case #*** *** *** Dear *** ***, my name is Terry M***I am the Operations ManagerI am responding to the complaintFirst of all let me apologize to *** if she was under the impression that the Finance Company has
an obligation to incur the expense of repossessing her vehicle*** signed a retail installment contract on April 4, that she is not honoringSo it’s very surprising that she would file a complaint that we are refusing to repossess her vehicleWe are under no obligation to incur the expense of picking up this vehicleMs*** can personally contact me at 440-241-and I can let her know where she can drop off the vehicleHer dropping off her vehicle does not waive our rights or her obligations under the retail installment contract Regards, Terry M*** KGK

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I did not receive this message until July 5thThe car did not get work on until the 7th of JulyI actually emailed them personally to see if a payment can be made on July 15-17th since I never receive the email before the 1st of July, as well the car still was not runningI did not get a response back saying if that was able to work outOnce the came to fix the car two days later the have my car re-poOnce I contact them on this issue they are advising I received this letter before the 1st of July and they couldn't wait until the 15th to receive he paymentBut, I had to wait months for someone to actually come fix the carAnd to response to Terry letterOnce I *** *** told terry about my car situation and made it clear that he was contact the service center and will call me back tomorrowI had to reach out several times and never received a reply for a whole 2/weeksIt took me contacting someone else at LGM to get a service to contact me directly

Good afternoon, My name is Matthew and I am the Customer Service Manager here at LGMAfter reviewing all of the calls with you and your wife it has been determined that we have never insulted this customer or his wifeHe likes to complain and lodge various frivolous complaintsHis vehicle
payments have been past due, the last time that he paid his payment on time was the 7/22/payment. We will not be refunding him any money if the vehicle is voluntarily or involuntarily repossessedWe did at one time offer to release him of this legal obligation of hisThat offer was rejected and is no longer on the table. The customer’s wife, ***, said that it was fine for us to contact her and that appreciated us working with them rather than repossessing the vehicle on this chronic past due account. If MrC*** wishes not to pay the $convenience fee then he will have to mail or bring in his payments. As far as the gps goes, that is an untrue statement by the customer Attached is the document that he signed. We have worked extremely hard to help this customer including returning his vehicle to him even though it was repossessed due to late payments and we were not entitled to do soHopefully this clears up the matter and we hope you have a nice day. ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Hello I am just responding to what the "company" said backAs I did state, yes I authorized them to take the payment at first but I also stated that I send them an email and left a message to stop the payment and they had a problem and never respondedThe reason I have a problem with that is because on November 13, they also had authorization to take a $payment out of my account but I sent them an email to only take $out and somehow, that day, only $came out of my accountShall I forward the emails for proof?? And now all they are trying to do is collect more money instead of solving my initial problem!!
Regards,
*** ***

Dear *** ***My name is *** ***I am the Operations Manager for LGM FinancialI am responding to *** ***’ complaint.I am sorry to hear that Mr*** had to go to the emergency room and appreciate the fact that he has been in customer service for years.After
reviewing the complaint it was determined that we had Mr*** authorization to take the paymentHe himself stated as much in the complaintWe didn’t do anything wrong so therefore there will not be any type of refund forthcoming.We appreciate having *** *** as a customer and wish him a speedy recovery.Regards,*** ***LGM

Hello,After reviewing this complaint I discussed the issue with our operations manager, *** ***He reached out to Mr*** and explained how we are able to process refundsSince the warranty was included originally in the financed amountWe received the cancellation notice, and applied the
amount the he financed towards the principal on his loan, so he will not incur any interest expense regarding the warranty productI hope this is a satisfactory resolution.Thank you,*** ***

Good afternoon *** My name is Matthew and I am the *** *** ***r here at LGMPlease allow me the opportunity to apologize to you for your experience with usWe always want our customers to be happy with our services and strive to provide excellent customer
service. I have spoken to Terry who is the *** *** at LGM, I believe that you spoke to him as well, and he has guaranteed me on our end that we are reporting your payments to TransUnion every month at the same time as we do for all of our customersIf there is a discrepancy on your credit report, you would need reach out to TransUnion and file a discrepancy report to have it changed if something is incorrectPlease keep in mind that we do not report to the other bureaus, only TransUnion In regards to the convenience fee charged, that is a fee that is charged when a payment is taken via phone or over the websiteIf you would like to not have to pay it that is fine, all you would have to do is mail in your payment, set up auto pay or walk in and make the payment in person. I hope that this answers your complaints and if you need anything else please feel free to contact me at the information below. Matthew C*** * *** ***

My name is *** ***I am the Operations Manager for LGM FinancialI am responding to the complaint filed by *** ***First of all I would like to formally apologize to *** if she feels that she was treated unfairly. As a company that is never out intention. I have
reviewed ***’s complaint with our employee, ***A reprimand was given to *** for speaking at the same time as the customerIf the customer interrupted is not relevant*** has been trained and fully understands that he is not to speak while a customer is speaking*** has gone through customer service training and was given a refresher after we received this complaint. As a customer service gesture I am also having a check cut to *** to reimburse her $in overdraft chargesAgain I apologize to Ms***. Regards, *** ***Operations Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Date: June 28, 2016 From: LGM Financial To: [redacted] Re: [redacted]   Dear [redacted] my name is Terry M[redacted]. I am the Operations Manager for LGM. I have reviewed the complaint filed by [redacted]. I have reviewed [redacted]’s complaints. Regarding the issues that...

[redacted] is saying that she is having with the kill switch on the vehicle. She has been asked on numerous occasions to contact the service department of the dealership where she purchased the vehicle. For some reason she did not want to do that so we reached out to them and asked them to call her. Today I personally spoke to the Manager at the Service Center who said that he has personally left five voicemail messages for the customer and has not received a call back. I have asked them to continue to reach out to [redacted]. Today we verify with [redacted] that the account is and has been reporting accurately. If [redacted] wants to dispute this she can go to [redacted].com and file a dispute. As of today [redacted]’s account is 42 days past due. As a customer service gesture and as a courtesy, LGM Financial is willing to put those three past due payments to the end of the contract, bringing the past due payments up-to-date until the July 2, 2016 payment. This would be done under the understanding that the July 2nd payment would be made on time as required or a satisfactory payment arrangement is made with a representative from LGM Financial.   Regards, Terry M[redacted] LGM

Good afternoon ,  My name is Matthew and I am the Customer Service Manager here. I have reviewed Ms. W[redacted]’s complaint, reviewed her account, and the notice of the bankruptcy discharge. First allow me to apologize to Ms. W[redacted] for any misunderstandings that may have taken place. We received...

a discharge notice, just as she should have. Since 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 us. We tried to work out an agreeable solution with Ms. W[redacted] but could not. The representative was cursed out and verbally abused. The customer said that she needed to look for another vehicle and would return this vehicle after purchasing a new car. This was not an acceptable arrangement so LGM repossessed the vehicle, as is our right. The vehicle is currently being stored at the Greater Cleveland Auto Auction. Ms. W[redacted]’s belonging are being taken to the location where she purchased her vehicle, North East Auto Credit. She can pick up her belongings there. As for any disputes with her credit reporting. Ms. W[redacted] can go to www.transunion.com to file a dispute to get any credit reporting corrected.

[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.]
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]

My complaint was taken care of the company called me finally

My name is [redacted]I am the
Operations ManagerI am responding to a complaint filed by [redacted]
Ms[redacted] indicated that her account was not reporting to
any of the credit reporting agenciesWe report to [redacted] onlyAfter
having this matter researched it was determined that we are indeed reporting
[redacted]'s account to [redacted]'s website is [redacted].com
Regards,
[redacted]

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 us. I 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 longer. Thank you for your patience and I will be reaching out to you shortly. I hope you're having a wonderful day and look forward to speaking with you soon. Sincerely,  Oleg K[redacted]