The LGM Company

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]

My name is [redacted], I am the General Manager for LGM Financial. I 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 company. I would like to address her issues. Her first issue is...

regarding the installation of a GPS unit. GPS units are installed in all of the vehicles where we are the lienholder. She is aware of this has signed the necessary addendum to the contract. She said that her due date wasn’t clear. The contract that she signed clearly shows the due date and terms of the contract. Because 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. [redacted]. Upsetting her was definitely not our intention. I disagree with the claim of harassment. It is against the law to harass customers. It might be possible that she is confusing us asking her to honor the contract and make timely payments with harassment. To eliminate this confusion I have placed a cease and desist on her account. This means that she will not receive any phone calls from a Collection Representative. Currently [redacted] is 28 days past due on her account with another payment coming due on 8/29/15. 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]

This business response was received by Revdex.com staff member ** via email and is a copy/paste.Date: January 9, 2018 From: Bluefin Auto To: [redacted] Re: [redacted] Dear [redacted]. My name is Terry. I have reviewed the complaint, investigated, and reviewed internally with...

the appropriate parties. First of all I would like to offer my apologies to [redacted] for any misunderstandings. The FDCPA does not allow for harassment or belittling customers so we do not do that. Per 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 her. It is suggested that the customer review her contract so that she is fully aware of the remedies if she goes into default. We offer autopay, where you do not have to speak to anyone, and your payment comes out of your account automatically. Once again my sincerest apologies and my promise to continue to strive for the highest level of customer service. Regards, Terry M[redacted]

Good afternoon,  My name is Matthew C[redacted] and I am the Customer Service Manager here. After speaking with The GM and reviewing your account we have determined that it was a good payment. This customer was on our autopay program. As per the program, an automatic payment of $150.00 came out on...

2/25/17 as it should have. We received a payoff on 3/4/17, almost eight days after her payment was due and taken out. The payoff was over by $136.98 so we ensured that a check for the over payment was been mailed to her. The customer never in advance requested for the autopay to be cancelled and never notified us in advance that she had traded in the vehicle. Even 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 contract. The fact that she signed a contract with another lender has no legal effect on the contract that was current with us. She is bound by the contract that she signed until the account is paid in full, unfortunately this didn’t happen until 3/4/17 after her auto pay payment was taken out of her account. If you have any more questions please feel free to reach out. Thank 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 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,
Cerina [redacted]  Their response was completely false and inaccurate. I was asked by their representative at phone number 216 906 4028. She told me my car was shut off and said they did so and I quote " because they didnt know when I planned to surrender the vehicle" she then proceeded to ask me verbatim " well, have you gotten a new car? why dont you want to keep this one" I informed her of numerous reason why including cost of repairs, customer services, and mileage. she then stated she had to call me back....she didnt I called her after an hour  as that time her words were " I CAN TURN IT BACK ON IF YOU MAKE THE PAYMENT. YOU OWE US . we cant let you keep the car if your not going to pay for it"  AT THAT TIME I ASKED IF THE CAR COULD BE TURNED ON UNTIL THE END OF MY BUSINESS DAY AT 5PM AND I WOULD SURRENDER IT THEN . she once again stated she would call me back with an answer and NEVER DID WHEN I CALLED THE LINE BACK AGAIN IT WENT STRAIGHT TO VOICEMAIL AS IT DID FOR DAYS AFTER. I CALLED CUSTOMER SERVICE AND WAS QUOTED THE COST TO HAVE TO CAR TURNED ON AGAIN , I EXPLAINED THE CIRCUMSTANCES TO THAT REP . she as well stated she would check with the owner who was in a meeting ( as he had been for the last 2-3 hours)  and would call me back . she never did. I got a ride to see my last client when I returned to my office parking lot the vehicle had been towed. I called customer service again to find out where the vehicle wws taken to they said they couldn't tell me and wouldn't know for 48 hours . At that point I became irate because I had not been afforded the opportunity to get any personal effects out of the vehicle BECAUSE THEY SHUT IT OFF IN THE MIDDLE OF MY WORK DAY AS THEY WERE INFORMED WITH MY INITIAL CALL AROUND NOON THAT DAY.* I have phone records and witnesses to the conversations that took place, LGM's predatory attempt at attempting me to reaffirm the debt. In addition I can get a statement from the dealership I was working with that will acknowledged that the only barrier I had in obtaining a new vehicle on 1/20/17 was that LGM neglected to update my account and showed as open and having the car still in my possession . 1. I STILL AS OF 1/31/17 ( 11 DAYS AFTER THE CAR WAS SURRENDERED) HAVE YET TO RECEIVE A CALL REGARDING THE LOCATION OF MY VEHICLE OR PERSONAL BELONGINGS, 2. LGM FINANCIAL STILL HASN'T UPDATED MY ACCOUNT TO REFLECT THE SURRENDER OR MY BANKRUPTCY PREVENTING ME FROM GETTING A NEW CAR AS THEY ARE VERY WELL AWARE3. I AM FORCED TO PAY EXPENSES FOR RENTAL VEHICLES WHEN IF THEY WOULD HAVE DONE THEIR DUE DILIGENCE AND UPDATED THE ACCOUNT TO ACCURATELY REFLECT THE STATUS OF POSSESSION I WOULD HAVE BEEN ABLE TO SECURE A NEW VEHICLE THAT DAY! 4. I have phone records to show that LGM continued calling me and trying to collect the debt during the AUTOMATIC STAY5. I have phone calls to demonstrate the number of times I contacted LGM and their reps6. I have a witness to LGM requesting that I pay a discharged debt

Revdex.com:
[redacted] <[redacted]@yahoo.com>8:52 AM to me Dear Ms. [redacted],Thank you  for your help in resolving this matter.  I did receive the $68.00 check from LGM Financial. ~[redacted]330-998-0651 (cell)

Date:  April 5, 2016 From: LGM Financial To: [redacted] Re: [redacted]       Dear [redacted]. My name is Terry. I am the Operations Manager for LGM. I have reviewed [redacted]s complaint. First 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 attention. I have personally spoke to that representative, Beverly, about this and have been assured there will be better customer service in the future. A check in the amount of $68.00 has been mailed via certified mail with the U.S. Post Office. The tracking number is [redacted]. Once again I apologize to [redacted] for any inconvenience this may have caused.     Regards, Terry M[redacted] LGM

Good afternoon,   I see that you have rejected our response but have no offered any extra information pertaining as to why it's not suitable. I apologize that you feel that way however as a company we feel that we have helped and have gone above and beyond in helping you. Thank you and we wish you the best of luck.

Date: April 21, 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]. 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 Financial. This was a legal merger. [redacted] has dropped his vehicle off, so this will save him repossession fees. He will still have a legal obligation since we have a signed legal and valid contract. The account will be reported to the credit bureau as a repossession. Once the repossession sales at the auction Mr. [redacted] will receive a deficiency notice letting him know what his remaining obligation is. As requested, we will no longer call Mr. [redacted] about his account. To protect our rights to enforce the contract we will send all legal required documents through the mail.   Regards, Terry M[redacted] LGM

Date: September 14, 2015From: LGMTo: [redacted]Re: [redacted]Dean [redacted]. My name is Terry. I am the Operations Manager for LGM. I am responding to [redacted]’s complaint. I 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 question. After 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 it. I reached out to our vendor who manually was able to remove [redacted] savings account information from [redacted] account with us. We have also refunded the unauthorized funds back into her account.This was a case of computer error that I am very sorry for. I have also cut off the automatic payment feature for [redacted]. Her next payment is not due until 9/21/15. I will not be pulled automatically and must be received on or before this date.Regards,Terry M[redacted]LGM

Miss [redacted],I am very sorry to hear about this misscommunication and inconvenience. Upon receipt of this complaint I spoke with [redacted], the operations manager of LGM, and he let me know that a mistake was made when your loan was originally contracted at [redacted]. He also let me...

know that he adjusted the due dates so that this is not an issue moving forward. Again, I apologize for the inconvenience, please let me know if there is anything else that I can do to help you. I can be reached directly via e-mail at [redacted]. Thank you for your business.[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]

Good afternoon,  My name is [redacted] and I am the Customer Service Manager for LGM. This 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.

Good afternoon,   My name is Matthew and I am the Customer Service Manager for Miami Car Credit. After reviewing the customers case file with our GM over at LGM it is determined that the customer did in fact pay a deductible. The deductible that he paid however was not for the vehicle...

to be fixed, as we are not an insurance company. The deductible to be paid was to close out the account without us pursuing the customer for the deficiency on the loan. Legally 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 stipulated. We let him out of the contract for the deductible paid which allows him to be free and clear of any other responsibility for payment. Thank you, Matthew [redacted]

Good afternoon,  My name is [redacted] and I am the Customer Service Manager here at LGM. I'm very sorry that your basement flooded, unfortunately we are unable to suspend payment. When you purchased the vehicle a legal binding contract was signed for a payment dates etc. Anytime there is...

non-payment we have the legal authority to disable said vehicle until payment is remitted. If anyone treated you disrespectfully however, I will personally look into it and reprimand that agent. While we do follow the rules, we also  never want our customers to feel as if they have been mistreated.

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

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 incorrectly. So 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 up. I 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 this. I 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]