Initial Business Response /* (1000, 5, 2015/07/01) */
I am responding to case no.[redacted], Lajoyia [redacted]. Our account no. [redacted]
Mr. and Mrs. [redacted] opened their account with Castle Credit in July 2014. It has come to our attention that in March 2015, the dealer facilitated what was...
supposed to be a refinancing of the [redacted]'s loan with Castle Credit. We have confirmed that the new financing company paid the dealer directly for this new loan, and did not remit any funds to Castle. In addition, this was not processed as a refinancing, but a new loan, as the new finance company was not aware of Castle's loan at that time. To date, Castle has not received the payoff funds from the dealer, the customer, or any third party. Since we were never involved in this refinancing, and the [redacted]s executed this new transaction with the dealer directly, Castle is not able to rectify this situation. Since the dealer received the proceeds of the new loan, the [redacted]s must pursue the dealer directly for these funds. The [redacted]s should also inform the new finance company of this loan fraud. Unfortunately, it seems the dealer has not been truthful to the [redacted]s about what has transpired. We are willing to assist the [redacted]s in any way we can. However, it must be understood that these events have not cancelled the original loan Castle made to the [redacted]s, which unfortunately is now past due and must be paid. It is also unfortunate that the [redacted]s filed this complaint against us, as we are indirectly a victim of this fraud as well. Again, the [redacted]s can contact us again, and we can try to help in any way that we can.
As always, please contact me with any additional concerns.
Sincerely,
Dave [redacted]
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dave [redacted] the person that has responded to my account issues was the person that I originally requested to speak with when it was brought to my attention that there was an issue with my account between Castle and the dealer at which point I was notified that he refused to speak with me. There seems to be something that is misaligned somewhere and I requested to speak to Mr. [redacted] prior to submitting this complaint to see if there was anything that I should be questioning the dealer about regarding my account. When the account problems originally occurred I was continuously told that I needed to contact the dealer and I wanted to speak to Mr. [redacted] to see if what the dealer had told me was truthful in regard to my account with Castle since I was informed Dave [redacted] was the dealer contact person. I have had issues with reps telling me things then retracting their statements when I questioned what I was told and when I asked that the recorded call be replayed my request was not honored. Initially, I felt that issue was with the dealer but after my issues with Castle I am not sure where the problem originated from and who is at fault. I think this could be linked to the dealer or Castle and with all the trouble I have been through I have been unable to uncover who as at fault. Although this reply to my original complaint with Revdex.com states they are willing to help it is not 100% truthful. Several of the customer service reps are far from respectful and think they can talk to customers any type of way and expect people to want to continue to do business with them. I have went above and beyond to try to remain calm in my dealings with reps with this company only to be provoked into some type of verbal altercation. Since the issue with the dealer is unresolved and I was told that the dealer funds were used to pay my account but all of a sudden reversed I feel that my account should be placed on hold and not jeopardize my credit until a final decision regarding the issue with the dealer has been made. Especially since Castle Credit informed me that my account was paid off by the dealer. Additionally, reps at Castle have continuously threatened me saying this will ruin your credit but then I was told the company head that pending the circumstances surrounding my account that this will not occur. So on a continuous basis I am told different things by different people with the company and do not believe anything that I am told to be reliable at this point because of all the confusion. The last person that I talked to regarding my account issues and the credit reporting was company President Tara and she assured me that my account wouldn't be reported late and would be rectified/corrected if it had been. However today 7/13/15 I get a voicemail from a rep named Tony that I have had a altercation with by phone saying that if a payment is not received/processed today my account will be behind and my credit will be affected. This is nothing but an ongoing mess and I have tried to say away from turning this over for legal investigation but at this point I feel it is necessary so an attorney can point out who is at fault here.
Final Business Response /* (4000, 9, 2015/07/22) */
I am responding to the rebuttal for case no [redacted], Lajoyia [redacted]. Our account no. [redacted].
The [redacted]s opened their account with Castle Credit in July 2014. In the latter part of April 2015, Ms. [redacted] began calling us regarding the status of her loan. She stated that she had refinanced her loan with another bank and that we would be receiving payment in full for her loan soon. It is not uncommon for customers to refinance a loan, so we continued to tell Ms. [redacted] that the funds were not received.
Finally on June 3rd, Ms. [redacted] called to tell us that the new bank had paid the dealer instead of Castle Credit. Please know that Ms. [redacted] had initiated what she thought was a refinance of her loan with the dealer. We have since discovered that this new loan was processed as brand new and the dealer received payment for this loan back in March 2015. Unfortunately, Ms. [redacted] signed another contract with the dealer for the same equipment enabling the dealer to sell the loan to another bank as brand new and be paid twice for the same equipment.
On Ms. [redacted]'s behalf , I have personally spoken to this dealer on several occasions regarding her funds. He has made many broken promises to forward these funds. Please know that I never refused to speak with Ms. [redacted]. Instead, due to the severity of this fraud, my supervisor, and the President, decided it best to speak with Ms. [redacted] herself.
Castle Credit was glad to help even though we were never involved with the refinancing executed by Ms. [redacted] with the dealer. Besides placing a three way call to the new bank, we have provided Ms. [redacted] with a direct legal contact at the new bank. The new bank sent Ms. [redacted] an Affidavit to sign so that they can investigate the dealer for this fraud. Yesterday, the new bank informed me that they have sent this Affidavit to Ms. [redacted] twice, once a month ago and again last week. As of yesterday, the bank stated that the [redacted]s have not returned the Affidavit. The new bank will not proceed with their fraud investigation without the Affidavit.
Internally, we have assigned the [redacted]s' account to Mr. Lewis, a senior account executive here who has been working directly with Ms. [redacted]. Mr. Lewis will continue to handle the [redacted]s' account. Additionally as a courtesy, we provided to the [redacted]s the phone number and address of the Assistant District Attorney in Greensboro, NC.
I urge the [redacted]s to forward the signed Affidavit to the new bank so that they can move forward with their investigation of this dealer. Additionally, she should pursue the dealer for the funds and report this fraud to the Assistant District Attorney in Greensboro, NC.
Again, we are willing to help in any way possible. It us unfortunate that the [redacted]s filed this complaint against us, as we are, indirectly a victim of the this fraud as well. We apologize for any confusion, but it must be understood that we were uncovering the details of this at the same time as the [redacted]s. We have done our best to assist the [redacted]s get to the bottom of this and are looking forward to having this Revdex.com complaint resolved.
As always, please contact me with any additional concerns.
Sincerely,
Dave [redacted]
Account Resolution Specialist
Final Consumer Response /* (4200, 11, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the original contract and the additional contract mean two loans are active. I have recently mailed the forms back to TimePayment for investigation of a the account and all the corresponding documents and communication that that I had with the dealer via email and via text. One document in particular I received from the dealer was an email stating my account was paid but then I was notified the credit was reversed by Castle Credit. I recently mailed the paperwork back to TimePayment after getting clarification of some information regarding the account. I have since requested the interest rate be lowered which is the only reason I even considered what I thought was going to be a refinance. I think getting a lower interest rate would greatly help me as a customer especially since I am currently making two account payments. Hopefully my request will be considered.
Arlington Toyota purchased the vehicle from [redacted]. The check was delivered to Ms. [redacted]. We apologize for any inconvenience regarding this matter.
Company's response below:From: [redacted]>Date: Wed, Jun 14, 2017 at 3:10 PMSubject: ID# [redacted]To: "[redacted]>[redacted],We will be happy to look at [redacted]’s vehicle and make the proper repair at no charge. We regret her dissatisfaction and...
We are currently investigating as to whether or not there is a plausible remedy for this customers issue. We will follow up when a fair decision has been reached. Thank You for your patience regarding this matter.
[redacted]I apologize for the delayed response. I do not show any record of receipt of this complaint. Mr. [redacted] purchased the Toyota Tundra at Coggin Toyota and had aftermarket added by a third party. We did service the vehicle but are not familiar with the aftermarket additions. We suggest he return...
to the selling dealer Coggin Toyota to resolve this matter. [redacted]
To Whom It May Concern: [redacted] came to Arlington Toyota this past Saturday,
March 14, to address the issues he has previously spoken about to the
Revdex.com. Arlington Toyota addressed the
issues with the [redacted] and fixed them including removing the over spray on
the [redacted]. Before leaving on
Saturday the [redacted] talked to him to be sure all of his issues had been
addressed and the customer was happy before leaving
Complaint: [redacted]
I am rejecting this response because:This is not a solution to the problem. The company needs to recognize the techniques that they are teaching are not good business practices. It is not a viable option for a company to bait and switch people. I have already purchased a car from a dealership and these people would rather sweep my concern under the table because they don't have the time to fix their problems. Also I was refused the car because of my age and the miscommunication of the sale. Saying there was confusion is poor diction in this case. Please follow up with me so that we can find a middle ground.
Regards,
[redacted]
Ref case no. [redacted], Castle Credit Account No. [redacted]On 04/13/2017, we received a Revdex.com complaint from [redacted] regarding unauthorized charges on her account. We investigated the account (see details below) and concluded that an error was made on our part. We apologize...
for the inconvenience, and for the negative experience that Ms. [redacted] had with our customer service department. We refunded Ms. [redacted] account for $89.93 and addressed Ms. [redacted]’s case with the customer service representatives involved. The department manager left a message for Ms. [redacted] to apologize for the mistake and see if we can do anything else to assist in resolving this issue.[redacted] established an account with us on 07/06/2016 to enable the purchase of a water filtration system from [redacted] Inc. [redacted] Inc. is an independent business that uses many different lenders for customer financing. [redacted] Inc. is not contractually obligated to finance any of its business through Castle Credit. In this case, [redacted] Inc. accepted Castle Credit’s offer to purchase the finance contract for the water filtration system and assigned the contract to Castle Credit.On 03/24/2017, Ms. [redacted] called to inform us that the payment we had on file was compromised and requested to swap the payment method. A representative assisted her with the request, but unfortunately, erroneously set up a weekly payment instead of a one-time payment. On 03/27/2017, the March payment, for the amount of $89.93, was withdrawn. On 04/03/2017 and 04/10/2017 two more payments were deducted.On 04/11/2017, Ms. [redacted] called, informed a customer service representative of the repeating payments, and asked for the additional payments to be reversed. Our customer service representative informed her that it could be done, but later told Ms. [redacted] that we require bank statements proving the additional charges. Although we would occasionally ask for statements, in this case, the payments should have been refunded without this requirement. Unfortunately, a supervisor was not able to resolve the issue and Ms. [redacted]’s request was still not addressed by the end of 04/12/2017. The department manager was informed of the issue first thing on 04/13/2017 and resolved the issue immediately by reversing a payment and leaving Ms. [redacted] a message. We apologize for this inconvenience and hope that our resolution will satisfy Mr. Sutter’s inquiry. We have addressed this case with our staff and do not anticipate a similar issue again. We look forward to hearing from Ms. [redacted] in the future. Tell us why here...
Complaint: [redacted]
I am rejecting this response because:The [redacted] stated that a "very generous gift" was in the mail. They sent it in the mail to ensure that I didn't receive it on the spot and dispute the amount. The gift totaled $100, which doesn't even cover my time and gas dealing with this entire situation. At the very least, a $250 gas card would be sufficient to solve this matter. I live in [redacted] and it's a complete hassle each time I have had to report back to Arlington to solve these issues, one of which (the paint color difference) is still not resolved.
Regards,
[redacted]
January 27, 2017 Amanda [redacted]. [redacted], GA 31217Revdex.com ID [redacted]Castle Credit Account # [redacted] The above referenced account was established to enable Amanda [redacted] to purchase a Rainbow e2 Vacuum from an independent dealer, [redacted] LLC. [redacted] LLC is an...
independent business that uses many different lenders for customer financing and is not contractually obligated to finance any of its business through Castle Credit. In this case, [redacted] LLC accepted Castle Credit’s offer to purchase the finance contract for the vacuum in August 2016 and assigned the contract to Castle Credit. On January 12, 2016, Daniel [redacted], Amanda [redacted]’s spouse, called in to pay off the account with his American Express credit card. We regularly accept American Express cards from customers. Throughout the day, we put through the card for the payoff amount three times and all three times it was declined by American Express. We informed Mr. [redacted] that he should call American Express to inquire. We also informed him that his credit card company may be treating this transaction as a cash advance. Mr. [redacted] decided to use a different credit card and that card went through. We always put through credit card transactions in the same way and it is up to the card provider to register the transaction in accordance with their procedures. Whether a card provider registers the transaction as a cash advance is out of the control of Castle Credit and we do not receive additional income from cash advances. We also reached out to our merchant acquirer regarding the cash advance issue. Our merchant acquirer assured us that the way card providers categorize their transactions is not specific to Castle Credit. We are sorry to hear that Ms. [redacted] had a negative customer service experience with Castle Credit. Unfortunately, there is nothing that we could have done differently in this case.
We regret Mr. [redacted] situation with Arlington Toyota. Sam Vines did mistakenly pull Mr. [redacted] credit when instructed not to pull the credit because he was preapproved through the lender. Arlington Toyota apologizes for the mistake Mr. Vines made in pulling credit.
To: Revdex.com
Our Account Number: [redacted]
On January 31st 2017, Castle Credit Holdings, LLC (“Castle Credit”), purchased the assets of PCS Receivables Corp. (“PCS”) and Prime Acceptance Corp. (“PAC”), including the contract described herein. Customers of PCS and PAC were sent notice of contract...
assignment in February 2017 which included contact and billing information for Castle Credit.
On 03/09/2017, we received a Revdex.com (Revdex.com) complaint from Mr. Roy [redacted] claiming that his debt with Castle Credit is not legitimate and/or outdated. We investigated the documents and history that we have regarding this account and concluded that it is valid.
Mr. and Mrs. [redacted] purchased a Rainbow Cleaning System from Capital City Promotions, LLC (“Capital City”) on 06/23/2015. Capital City is an independent business that uses many different lenders for customer financing.
During a verification call on 07/09/2015 Mrs. [redacted] confirmed the purchase and indicated their understanding of required monthly payments and contract terms. A recording of this verification call has been retained.
Since the beginning of the contract, Mr. and Mrs. [redacted] have failed to make any of the required monthly payments and have repeatedly attempted to avoid making payments as demonstrated in the timeline below.
Castle Credit, PCS and PAC have continuously been responsive to Mr. and Mrs[redacted] concerns, received both directly or indirectly, and we will continue to do so. We understand that falling behind on monthly payments can be overwhelming and are willing to work with Mr. and Mrs. [redacted] to settle their account. We encourage Mar and Mrs. [redacted] to contact us to work out a payment arrangement.
Sequence of events
06/23/15 Assignment of Contract with Capital City Promotions executed
07/09/15 Verified via phone with Mrs. [redacted] at home at 12:20PM
07/14/15 Account entry date with autopay (ACH)
08/01/15 First Due Date – paid via ACH
08/26/15 ACH returned “NSF” (08/18/15)
08/27/15 Phoned customer home - left voicemail message
Phoned cell – not accepting calls
Phoned cell – left voicemail message
08/27/15 Mr. [redacted] called in from home number – indicated he mailed a check
09/01/15 Autopay (ACH)
09/21/15 ACH returned “Payment Stopped” (09/16/15) {Autopay deleted)
10/01/15 Receive a certified letter enclosing an “Affidavit of Non-Response”
10/13/15 Mr. [redacted] requested to speak with CEO who received the “affidavit of non-response”
11/18/15 Received letters “Request for Validation” and “Final Notice” relating to invalid ‘cashier’s check’ – sent formal response with contract, app, & trans
01/31/17 Contract assignment to Castle Credit, notice of contract assignment sent
02/17/17 Received letter “Request for Reinvestigation” relates to “validation” i.e. FDCPA & FCRA. Sent formal response
03/08/17 Cease & Desist letter received. Modified formal response sent
03/10/17 Castle Credit received a CFPB complaint
03/13/17 Received letter noted as “Affidavit” outlining that Castle Credit is a collection agency and demanding damages.
Tell us why here... I am responding to case no. [redacted], [redacted]. Our Account [redacted]. On 10/01/13, Castle Credit provided the financing to enable Ms. [redacted] to purchase a water filtration system from [redacted] NC. On 10/11/16, Ms. [redacted] called stating...
that her credit card statement indicated that she had been charged a cash advance fee of $10.00 in addition to her October payment of $250.00. The determination of whether a credit card payment is considered to be a cash advance is made by the individual card issuer rather than Castle Credit. Unfortunately, some card issuers choose to interpret the repayment of loan balances as cash advances and this interpretation can change from one payment to the next. It is important for Ms. [redacted] to know that we have charged this same credit card number since December, 2015. She may have received a new card but, the account number and payment were charged in exactly the same manner. We appreciate Ms. [redacted] for her perfect payment history and even though we did not charge or receive any additional fee we have credited Ms. [redacted] account for the $10.00 fee charged by her credit card company as a gesture of goodwill. Ms. [redacted] may be able to prevent a similar occurrence in the future by calling her credit card company. Sincerely,[redacted]Resolution Specialist
Initial Business Response /* (1000, 5, 2015/07/01) */
I am responding to case no. XXXXXXXX, [redacted]. Our account no. XXXXXX.
Castle Credit provided the financing so that Mr. [redacted] could purchase a water system from [redacted] Water of Greensboro, NC.
The terms and conditions of the...
loan contract were verified with Mr. [redacted] via his cell phone on 8/26/14. With Mr. [redacted]'s permission, we established the loan and paid [redacted] in full for his purchase. On 8/27/14, we sent a welcome letter which again reviewed the terms of the loan. On 12/3/14, Mr [redacted] called and stated that the dealer was going to pay off this account. However, when we contacted [redacted] we were told that they were not paying off the loan and that Mr. [redacted] was responsible for all payments. We relayed this information to Mr. [redacted] and payments were received.
Recently it has come to our attention that the dealer facilitated what was supposed to be a refinancing of Mr. [redacted]'s loan with Castle Credit. We have confirmed that the new financing company paid the dealer directly for this loan and did not remit any funds to Castle Credit. The loan was processed as a new loan, as the finance company was not aware of Castle Credit's loan at that time.
To date, Castle Credit has not received the payoff funds from the dealer, the customer or any third party. We have received some payments from the dealer on Mr. [redacted]'s account, which further has us concerned that Mr. [redacted] may be unaware of the situation. Since we were not involved in this refinancing, and Mr. [redacted] executed this new transaction with the dealer directly, Castle is not able to rectify this situation. Mr. [redacted] needs to pursue the dealer directly for this, and he should also inform the new finance company of this loan fraud. We are also working with legal counsel to address this matter.
Even though the account is current, we called on 6/4/2015 and left a message to touch base with Mr. [redacted] about this situation. We never heard back from Mr. [redacted]. Please know that we are willing to help in any way we can. However, it must be understood that these events have not canceled the original loan Castle made to Mr. [redacted], and the full balance is still due as of today.
It is unfortunate that Mr. [redacted] filed a complaint against us, as we are indirectly a victim of this fraud as well. Again, Mr. [redacted] can contact us at (XXX) XXX-XXXX, and we will try to help in any way we can.
As always, please contact me with any additional concerns.
Sincerely,
[redacted]
Account Resolution Specialist
[redacted],We regret Mr. [redacted]'s dissatisfaction with the 2005 Toyota 4Runner warranty repair. The part that is recalled is a dashboard that is on National back order. Arlington Toyota has no control regarding availability of parts by the manufacturer. Mr. [redacted] is 12th on the list for the dashboard...
recall. The original order date was 02.02.2016. However, if Mr [redacted] wants to sell his vehicle we will be happy to purchase knowing the dashboard is ordered. We appreciate Mr. [redacted]'s business and hope to solve his issue soon.[redacted]
Initial Business Response /* (1000, 5, 2014/11/14) */
11/13/2014
I am responding to case no. XXXXXXXX, [redacted] - Our Account no. XXXXXX
Castle Credit provided the financing so that Ms. [redacted] could purchase a water system from [redacted] Systems of [redacted] ...
[redacted] is an independent contractor that uses several different finance companies. In this case, [redacted] accepted our offer to finance Ms. [redacted]'s purchase. Castle Credit simply financed the purchase.
Castle Credit has no legal right to take Ms. [redacted]'s home nor would we threaten to do so. However, by signing the contract Ms. [redacted] has given us a security interest in the product financed. We have opted to perfect our interest by filing a UCC-1 Financing Statement. This UCC-1 is standard in the home improvement industry and poses no problem whatsoever unless the intention is to sell the home without honoring the loan that improved the property. I hope this will clear up any misunderstanding and ease Ms. [redacted]' s mind. I have attached a copy of the email that Mr. [redacted] sent to Ms. [redacted] back on 10/27/14 explaining the UCC-1 filing.
The last payment received was on 7/25/14. The severe delinquency of the past due amount has accelerated the entire balance to come due. Mr. [redacted] was trying to provide Ms. [redacted] a solution that would work best for her. Unfortunately, Ms. [redacted] does not want to discuss her past due balance nor did she want to work out arrangements with Mr. [redacted]
It appears that the driving force behind this complaint is Ms. [redacted]'s financial situation. Her desired resolution in the complaint is that we close the account. Unfortunately, this loan cannot be canceled at this time.
Certainly, we can understand how frustrating it is to fall behind on payments. Therefore, we would like to offer Ms. [redacted] some help. We are willing to give the account a "fresh start." This means we are offering to bring the account current with the next payment of $128.04 coming due on 11/15/14. It is our hope that this will enable Ms. [redacted] to get her account back on track.
Please let me know if this will resolve the complaint and I will make the necessary adjustments to the account upon receipt of the first payment.
As always, please contact me directly with any additional questions or concerns.
Sincerely,
[redacted]
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2014/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this offer because [redacted] was not present during the phone conversations. Mr [redacted] did in fact threaten me in several of the verbal communications about "making me and my children homeless". This type of communication is unacceptable. I am fully aware of how home improvement liens work and this is not how Mr. [redacted] tried to explain the situation to me. I was fully willing to work with Castle Credit but after the conversations with Mr. [redacted], I am not willing to be as open. I want my balance to be withdrawn and zeroed and my credit report to reflect payment in full. I do not appreciate the way I was spoken to and how Castle Credit now has just tried to wash it away when [redacted] was not present during the many verbal conversations with Mr. [redacted]. I was threatened by Mr. [redacted] on the phone and was even told that he Mr. [redacted] did not have to follow debt collection laws so he could do whatever he wanted to do.
Final Consumer Response /* (4200, 11, 2014/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT accept this offer. This matter is now in the hands of the [redacted] Attorney General.
Final Business Response /* (4000, 9, 2014/11/25) */
11/21/2014
I am responding to the rebuttal case no. XXXXXXXX, [redacted] - Our Account no. XXXXXX
Due to the claims that Ms. [redacted] has made, management has extensively reviewed this account and correspondence and has also discussed it with Mr. [redacted]. Although Mr. [redacted] does not agree with Ms. [redacted]'s recounting of the conversations that transpired, we have discussed at length with him on how and why Ms. [redacted] may have interpreted what was said and why she is feeling this way. We do not take these matters lightly. We have also taken steps to review our policies with our team and address these concerns.
It is clear Ms. [redacted] is frustrated with this financial matter. Although Ms. [redacted] has requested that her account be zeroed out, this is not an option. We have completely paid for the product and installation and have much invested in this loan. However, we can again make the offer of giving Ms. [redacted] a "fresh start." This means we are offering to bring the account current with the next payment of $128.04 coming due on 12/15/14. (We are extending the next payment due another month from our prior letter).
I want Ms. [redacted] to clearly understand the generosity of this offer. This offer gives Ms. [redacted] the opportunity to improve her credit score by now reporting her account as current rather than 90+ days past due. Additionally, we are offering to go back to the original monthly payment of $128.04, instead of pursing the balance in full. A current account will also no longer accrue late fees. Furthermore, we will reassign this account to our manager who can personally oversee any future needs.
Please let me know if this will resolve the complaint and I will make the necessary adjustments to the account upon receipt of the first payment. Complete rejection of this offer would make the motivation behind this complaint questionable. Certainly, we are putting forth our best effort to resolve this complaint. This is a valid debt and it is our hope that Ms. [redacted] will take advantage of this offer so that we can move forward.
As always, please contact me directly with any additional concerns or questions.
Sincerely,
[redacted]
Account Resolution Specialist
Arlington Toyota regrets the misunderstanding with the wrap around warranty on the certified Toyota. All manufacturer certified warranties go from the original in service date. Arlington Toyota contacted the warranty company and had them agree to assist with the concerned repairs. Arlington Toyota is paying the balance and the customer will not be charged. The repairs exceed the amount of the cost of the warranty. We do apologize for the misunderstanding and made the offer to the customer due to the misunderstanding. [redacted]
Tell us why here... The names and phone numbers listed in the complaint are not associated with Castle Credit. This account had been charged off due to lack of payment. Castle Credit has no legal right to take this customer's home nor would we threaten to do so. However, by signing the contract...
this customer has given us a security interest in the product financed. We have opted to perfect our interest by filing a UCC-1 Financing Statement in the county records. The UCC-1 is standard in the home improvement industry and poses no problem whatsoever unless the intention is to sell the home without honoring the loan that improved the property. I am glad to say that our Customer Service Manager, Lisa has been able to work out arrangements with this customer. Please know we are always glad to help our customers. We are confident that this customer will respond that his complaint has been completely resolved As always, please contact me directly with any additional concerns. Sincerely, Dave [redacted]Account Resolution Specialist
We would like to apologize to Ms. [redacted] for the misunderstanding that occurred yesterday. We do strive to ensure that our customers are satisfied. This situation specifically, the vehicle Ms. [redacted] reserved had an outstanding recall and was down waiting on parts and not drivable. Also, we were...
unaware of Ms. [redacted]'s health condition. We tried to resolve the matter amicably by offering her a significant discount on another vehicle, as well as extending that discount for another rental visit. Again we apologize for the inconvenience and hope to see Ms. [redacted] again very soon.
Initial Business Response /* (1000, 5, 2015/07/01) */
I am responding to case no.[redacted], Lajoyia [redacted]. Our account no. [redacted]
Mr. and Mrs. [redacted] opened their account with Castle Credit in July 2014. It has come to our attention that in March 2015, the dealer facilitated what was...
supposed to be a refinancing of the [redacted]'s loan with Castle Credit. We have confirmed that the new financing company paid the dealer directly for this new loan, and did not remit any funds to Castle. In addition, this was not processed as a refinancing, but a new loan, as the new finance company was not aware of Castle's loan at that time. To date, Castle has not received the payoff funds from the dealer, the customer, or any third party. Since we were never involved in this refinancing, and the [redacted]s executed this new transaction with the dealer directly, Castle is not able to rectify this situation. Since the dealer received the proceeds of the new loan, the [redacted]s must pursue the dealer directly for these funds. The [redacted]s should also inform the new finance company of this loan fraud. Unfortunately, it seems the dealer has not been truthful to the [redacted]s about what has transpired. We are willing to assist the [redacted]s in any way we can. However, it must be understood that these events have not cancelled the original loan Castle made to the [redacted]s, which unfortunately is now past due and must be paid. It is also unfortunate that the [redacted]s filed this complaint against us, as we are indirectly a victim of this fraud as well. Again, the [redacted]s can contact us again, and we can try to help in any way that we can.
As always, please contact me with any additional concerns.
Sincerely,
Dave [redacted]
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dave [redacted] the person that has responded to my account issues was the person that I originally requested to speak with when it was brought to my attention that there was an issue with my account between Castle and the dealer at which point I was notified that he refused to speak with me. There seems to be something that is misaligned somewhere and I requested to speak to Mr. [redacted] prior to submitting this complaint to see if there was anything that I should be questioning the dealer about regarding my account. When the account problems originally occurred I was continuously told that I needed to contact the dealer and I wanted to speak to Mr. [redacted] to see if what the dealer had told me was truthful in regard to my account with Castle since I was informed Dave [redacted] was the dealer contact person. I have had issues with reps telling me things then retracting their statements when I questioned what I was told and when I asked that the recorded call be replayed my request was not honored. Initially, I felt that issue was with the dealer but after my issues with Castle I am not sure where the problem originated from and who is at fault. I think this could be linked to the dealer or Castle and with all the trouble I have been through I have been unable to uncover who as at fault. Although this reply to my original complaint with Revdex.com states they are willing to help it is not 100% truthful. Several of the customer service reps are far from respectful and think they can talk to customers any type of way and expect people to want to continue to do business with them. I have went above and beyond to try to remain calm in my dealings with reps with this company only to be provoked into some type of verbal altercation. Since the issue with the dealer is unresolved and I was told that the dealer funds were used to pay my account but all of a sudden reversed I feel that my account should be placed on hold and not jeopardize my credit until a final decision regarding the issue with the dealer has been made. Especially since Castle Credit informed me that my account was paid off by the dealer. Additionally, reps at Castle have continuously threatened me saying this will ruin your credit but then I was told the company head that pending the circumstances surrounding my account that this will not occur. So on a continuous basis I am told different things by different people with the company and do not believe anything that I am told to be reliable at this point because of all the confusion. The last person that I talked to regarding my account issues and the credit reporting was company President Tara and she assured me that my account wouldn't be reported late and would be rectified/corrected if it had been. However today 7/13/15 I get a voicemail from a rep named Tony that I have had a altercation with by phone saying that if a payment is not received/processed today my account will be behind and my credit will be affected. This is nothing but an ongoing mess and I have tried to say away from turning this over for legal investigation but at this point I feel it is necessary so an attorney can point out who is at fault here.
Final Business Response /* (4000, 9, 2015/07/22) */
I am responding to the rebuttal for case no [redacted], Lajoyia [redacted]. Our account no. [redacted].
The [redacted]s opened their account with Castle Credit in July 2014. In the latter part of April 2015, Ms. [redacted] began calling us regarding the status of her loan. She stated that she had refinanced her loan with another bank and that we would be receiving payment in full for her loan soon. It is not uncommon for customers to refinance a loan, so we continued to tell Ms. [redacted] that the funds were not received.
Finally on June 3rd, Ms. [redacted] called to tell us that the new bank had paid the dealer instead of Castle Credit. Please know that Ms. [redacted] had initiated what she thought was a refinance of her loan with the dealer. We have since discovered that this new loan was processed as brand new and the dealer received payment for this loan back in March 2015. Unfortunately, Ms. [redacted] signed another contract with the dealer for the same equipment enabling the dealer to sell the loan to another bank as brand new and be paid twice for the same equipment.
On Ms. [redacted]'s behalf , I have personally spoken to this dealer on several occasions regarding her funds. He has made many broken promises to forward these funds. Please know that I never refused to speak with Ms. [redacted]. Instead, due to the severity of this fraud, my supervisor, and the President, decided it best to speak with Ms. [redacted] herself.
Castle Credit was glad to help even though we were never involved with the refinancing executed by Ms. [redacted] with the dealer. Besides placing a three way call to the new bank, we have provided Ms. [redacted] with a direct legal contact at the new bank. The new bank sent Ms. [redacted] an Affidavit to sign so that they can investigate the dealer for this fraud. Yesterday, the new bank informed me that they have sent this Affidavit to Ms. [redacted] twice, once a month ago and again last week. As of yesterday, the bank stated that the [redacted]s have not returned the Affidavit. The new bank will not proceed with their fraud investigation without the Affidavit.
Internally, we have assigned the [redacted]s' account to Mr. Lewis, a senior account executive here who has been working directly with Ms. [redacted]. Mr. Lewis will continue to handle the [redacted]s' account. Additionally as a courtesy, we provided to the [redacted]s the phone number and address of the Assistant District Attorney in Greensboro, NC.
I urge the [redacted]s to forward the signed Affidavit to the new bank so that they can move forward with their investigation of this dealer. Additionally, she should pursue the dealer for the funds and report this fraud to the Assistant District Attorney in Greensboro, NC.
Again, we are willing to help in any way possible. It us unfortunate that the [redacted]s filed this complaint against us, as we are, indirectly a victim of the this fraud as well. We apologize for any confusion, but it must be understood that we were uncovering the details of this at the same time as the [redacted]s. We have done our best to assist the [redacted]s get to the bottom of this and are looking forward to having this Revdex.com complaint resolved.
As always, please contact me with any additional concerns.
Sincerely,
Dave [redacted]
Account Resolution Specialist
Final Consumer Response /* (4200, 11, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the original contract and the additional contract mean two loans are active. I have recently mailed the forms back to TimePayment for investigation of a the account and all the corresponding documents and communication that that I had with the dealer via email and via text. One document in particular I received from the dealer was an email stating my account was paid but then I was notified the credit was reversed by Castle Credit. I recently mailed the paperwork back to TimePayment after getting clarification of some information regarding the account. I have since requested the interest rate be lowered which is the only reason I even considered what I thought was going to be a refinance. I think getting a lower interest rate would greatly help me as a customer especially since I am currently making two account payments. Hopefully my request will be considered.
Arlington Toyota purchased the vehicle from [redacted]. The check was delivered to Ms. [redacted]. We apologize for any inconvenience regarding this matter.
Company's response below:From: [redacted]>Date: Wed, Jun 14, 2017 at 3:10 PMSubject: ID# [redacted]To: "[redacted]>[redacted],We will be happy to look at [redacted]’s vehicle and make the proper repair at no charge. We regret her dissatisfaction and...
would prefer to remedy the situation.[redacted]
We are currently investigating as to whether or not there is a plausible remedy for this customers issue. We will follow up when a fair decision has been reached. Thank You for your patience regarding this matter.
[redacted]I apologize for the delayed response. I do not show any record of receipt of this complaint. Mr. [redacted] purchased the Toyota Tundra at Coggin Toyota and had aftermarket added by a third party. We did service the vehicle but are not familiar with the aftermarket additions. We suggest he return...
to the selling dealer Coggin Toyota to resolve this matter. [redacted]
We have contacted the customer and he will be here Saturday to resolve the issue.
To Whom It May Concern: [redacted] came to Arlington Toyota this past Saturday,
March 14, to address the issues he has previously spoken about to the
Revdex.com. Arlington Toyota addressed the
issues with the [redacted] and fixed them including removing the over spray on
the [redacted]. Before leaving on
Saturday the [redacted] talked to him to be sure all of his issues had been
addressed and the customer was happy before leaving
Complaint: [redacted]
I am rejecting this response because:This is not a solution to the problem. The company needs to recognize the techniques that they are teaching are not good business practices. It is not a viable option for a company to bait and switch people. I have already purchased a car from a dealership and these people would rather sweep my concern under the table because they don't have the time to fix their problems. Also I was refused the car because of my age and the miscommunication of the sale. Saying there was confusion is poor diction in this case. Please follow up with me so that we can find a middle ground.
Regards,
[redacted]
Ref case no. [redacted], Castle Credit Account No. [redacted]On 04/13/2017, we received a Revdex.com complaint from [redacted] regarding unauthorized charges on her account. We investigated the account (see details below) and concluded that an error was made on our part. We apologize...
for the inconvenience, and for the negative experience that Ms. [redacted] had with our customer service department. We refunded Ms. [redacted] account for $89.93 and addressed Ms. [redacted]’s case with the customer service representatives involved. The department manager left a message for Ms. [redacted] to apologize for the mistake and see if we can do anything else to assist in resolving this issue.[redacted] established an account with us on 07/06/2016 to enable the purchase of a water filtration system from [redacted] Inc. [redacted] Inc. is an independent business that uses many different lenders for customer financing. [redacted] Inc. is not contractually obligated to finance any of its business through Castle Credit. In this case, [redacted] Inc. accepted Castle Credit’s offer to purchase the finance contract for the water filtration system and assigned the contract to Castle Credit.On 03/24/2017, Ms. [redacted] called to inform us that the payment we had on file was compromised and requested to swap the payment method. A representative assisted her with the request, but unfortunately, erroneously set up a weekly payment instead of a one-time payment. On 03/27/2017, the March payment, for the amount of $89.93, was withdrawn. On 04/03/2017 and 04/10/2017 two more payments were deducted.On 04/11/2017, Ms. [redacted] called, informed a customer service representative of the repeating payments, and asked for the additional payments to be reversed. Our customer service representative informed her that it could be done, but later told Ms. [redacted] that we require bank statements proving the additional charges. Although we would occasionally ask for statements, in this case, the payments should have been refunded without this requirement. Unfortunately, a supervisor was not able to resolve the issue and Ms. [redacted]’s request was still not addressed by the end of 04/12/2017. The department manager was informed of the issue first thing on 04/13/2017 and resolved the issue immediately by reversing a payment and leaving Ms. [redacted] a message. We apologize for this inconvenience and hope that our resolution will satisfy Mr. Sutter’s inquiry. We have addressed this case with our staff and do not anticipate a similar issue again. We look forward to hearing from Ms. [redacted] in the future. Tell us why here...
Complaint: [redacted]
I am rejecting this response because:The [redacted] stated that a "very generous gift" was in the mail. They sent it in the mail to ensure that I didn't receive it on the spot and dispute the amount. The gift totaled $100, which doesn't even cover my time and gas dealing with this entire situation. At the very least, a $250 gas card would be sufficient to solve this matter. I live in [redacted] and it's a complete hassle each time I have had to report back to Arlington to solve these issues, one of which (the paint color difference) is still not resolved.
Regards,
[redacted]
January 27, 2017 Amanda [redacted]. [redacted], GA 31217Revdex.com ID [redacted]Castle Credit Account # [redacted] The above referenced account was established to enable Amanda [redacted] to purchase a Rainbow e2 Vacuum from an independent dealer, [redacted] LLC. [redacted] LLC is an...
independent business that uses many different lenders for customer financing and is not contractually obligated to finance any of its business through Castle Credit. In this case, [redacted] LLC accepted Castle Credit’s offer to purchase the finance contract for the vacuum in August 2016 and assigned the contract to Castle Credit. On January 12, 2016, Daniel [redacted], Amanda [redacted]’s spouse, called in to pay off the account with his American Express credit card. We regularly accept American Express cards from customers. Throughout the day, we put through the card for the payoff amount three times and all three times it was declined by American Express. We informed Mr. [redacted] that he should call American Express to inquire. We also informed him that his credit card company may be treating this transaction as a cash advance. Mr. [redacted] decided to use a different credit card and that card went through. We always put through credit card transactions in the same way and it is up to the card provider to register the transaction in accordance with their procedures. Whether a card provider registers the transaction as a cash advance is out of the control of Castle Credit and we do not receive additional income from cash advances. We also reached out to our merchant acquirer regarding the cash advance issue. Our merchant acquirer assured us that the way card providers categorize their transactions is not specific to Castle Credit. We are sorry to hear that Ms. [redacted] had a negative customer service experience with Castle Credit. Unfortunately, there is nothing that we could have done differently in this case.
We regret Mr. [redacted] situation with Arlington Toyota. Sam Vines did mistakenly pull Mr. [redacted] credit when instructed not to pull the credit because he was preapproved through the lender. Arlington Toyota apologizes for the mistake Mr. Vines made in pulling credit.
To: Revdex.com
Our Account Number: [redacted]
On January 31st 2017, Castle Credit Holdings, LLC (“Castle Credit”), purchased the assets of PCS Receivables Corp. (“PCS”) and Prime Acceptance Corp. (“PAC”), including the contract described herein. Customers of PCS and PAC were sent notice of contract...
assignment in February 2017 which included contact and billing information for Castle Credit.
On 03/09/2017, we received a Revdex.com (Revdex.com) complaint from Mr. Roy [redacted] claiming that his debt with Castle Credit is not legitimate and/or outdated. We investigated the documents and history that we have regarding this account and concluded that it is valid.
Mr. and Mrs. [redacted] purchased a Rainbow Cleaning System from Capital City Promotions, LLC (“Capital City”) on 06/23/2015. Capital City is an independent business that uses many different lenders for customer financing.
During a verification call on 07/09/2015 Mrs. [redacted] confirmed the purchase and indicated their understanding of required monthly payments and contract terms. A recording of this verification call has been retained.
Since the beginning of the contract, Mr. and Mrs. [redacted] have failed to make any of the required monthly payments and have repeatedly attempted to avoid making payments as demonstrated in the timeline below.
Castle Credit, PCS and PAC have continuously been responsive to Mr. and Mrs[redacted] concerns, received both directly or indirectly, and we will continue to do so. We understand that falling behind on monthly payments can be overwhelming and are willing to work with Mr. and Mrs. [redacted] to settle their account. We encourage Mar and Mrs. [redacted] to contact us to work out a payment arrangement.
Sequence of events
06/23/15 Assignment of Contract with Capital City Promotions executed
07/09/15 Verified via phone with Mrs. [redacted] at home at 12:20PM
07/14/15 Account entry date with autopay (ACH)
08/01/15 First Due Date – paid via ACH
08/26/15 ACH returned “NSF” (08/18/15)
08/27/15 Phoned customer home - left voicemail message
Phoned cell – not accepting calls
Phoned cell – left voicemail message
08/27/15 Mr. [redacted] called in from home number – indicated he mailed a check
09/01/15 Autopay (ACH)
09/21/15 ACH returned “Payment Stopped” (09/16/15) {Autopay deleted)
10/01/15 Receive a certified letter enclosing an “Affidavit of Non-Response”
10/13/15 Mr. [redacted] requested to speak with CEO who received the “affidavit of non-response”
11/18/15 Received letters “Request for Validation” and “Final Notice” relating to invalid ‘cashier’s check’ – sent formal response with contract, app, & trans
01/31/17 Contract assignment to Castle Credit, notice of contract assignment sent
02/17/17 Received letter “Request for Reinvestigation” relates to “validation” i.e. FDCPA & FCRA. Sent formal response
03/08/17 Cease & Desist letter received. Modified formal response sent
03/10/17 Castle Credit received a CFPB complaint
03/13/17 Received letter noted as “Affidavit” outlining that Castle Credit is a collection agency and demanding damages.
Tell us why here... I am responding to case no. [redacted], [redacted]. Our Account [redacted]. On 10/01/13, Castle Credit provided the financing to enable Ms. [redacted] to purchase a water filtration system from [redacted] NC. On 10/11/16, Ms. [redacted] called stating...
that her credit card statement indicated that she had been charged a cash advance fee of $10.00 in addition to her October payment of $250.00. The determination of whether a credit card payment is considered to be a cash advance is made by the individual card issuer rather than Castle Credit. Unfortunately, some card issuers choose to interpret the repayment of loan balances as cash advances and this interpretation can change from one payment to the next. It is important for Ms. [redacted] to know that we have charged this same credit card number since December, 2015. She may have received a new card but, the account number and payment were charged in exactly the same manner. We appreciate Ms. [redacted] for her perfect payment history and even though we did not charge or receive any additional fee we have credited Ms. [redacted] account for the $10.00 fee charged by her credit card company as a gesture of goodwill. Ms. [redacted] may be able to prevent a similar occurrence in the future by calling her credit card company. Sincerely,[redacted]Resolution Specialist
Initial Business Response /* (1000, 5, 2015/07/01) */
I am responding to case no. XXXXXXXX, [redacted]. Our account no. XXXXXX.
Castle Credit provided the financing so that Mr. [redacted] could purchase a water system from [redacted] Water of Greensboro, NC.
The terms and conditions of the...
loan contract were verified with Mr. [redacted] via his cell phone on 8/26/14. With Mr. [redacted]'s permission, we established the loan and paid [redacted] in full for his purchase. On 8/27/14, we sent a welcome letter which again reviewed the terms of the loan. On 12/3/14, Mr [redacted] called and stated that the dealer was going to pay off this account. However, when we contacted [redacted] we were told that they were not paying off the loan and that Mr. [redacted] was responsible for all payments. We relayed this information to Mr. [redacted] and payments were received.
Recently it has come to our attention that the dealer facilitated what was supposed to be a refinancing of Mr. [redacted]'s loan with Castle Credit. We have confirmed that the new financing company paid the dealer directly for this loan and did not remit any funds to Castle Credit. The loan was processed as a new loan, as the finance company was not aware of Castle Credit's loan at that time.
To date, Castle Credit has not received the payoff funds from the dealer, the customer or any third party. We have received some payments from the dealer on Mr. [redacted]'s account, which further has us concerned that Mr. [redacted] may be unaware of the situation. Since we were not involved in this refinancing, and Mr. [redacted] executed this new transaction with the dealer directly, Castle is not able to rectify this situation. Mr. [redacted] needs to pursue the dealer directly for this, and he should also inform the new finance company of this loan fraud. We are also working with legal counsel to address this matter.
Even though the account is current, we called on 6/4/2015 and left a message to touch base with Mr. [redacted] about this situation. We never heard back from Mr. [redacted]. Please know that we are willing to help in any way we can. However, it must be understood that these events have not canceled the original loan Castle made to Mr. [redacted], and the full balance is still due as of today.
It is unfortunate that Mr. [redacted] filed a complaint against us, as we are indirectly a victim of this fraud as well. Again, Mr. [redacted] can contact us at (XXX) XXX-XXXX, and we will try to help in any way we can.
As always, please contact me with any additional concerns.
Sincerely,
[redacted]
Account Resolution Specialist
[redacted],We regret Mr. [redacted]'s dissatisfaction with the 2005 Toyota 4Runner warranty repair. The part that is recalled is a dashboard that is on National back order. Arlington Toyota has no control regarding availability of parts by the manufacturer. Mr. [redacted] is 12th on the list for the dashboard...
recall. The original order date was 02.02.2016. However, if Mr [redacted] wants to sell his vehicle we will be happy to purchase knowing the dashboard is ordered. We appreciate Mr. [redacted]'s business and hope to solve his issue soon.[redacted]
Initial Business Response /* (1000, 5, 2014/11/14) */
11/13/2014
I am responding to case no. XXXXXXXX, [redacted] - Our Account no. XXXXXX
Castle Credit provided the financing so that Ms. [redacted] could purchase a water system from [redacted] Systems of [redacted] ...
[redacted] is an independent contractor that uses several different finance companies. In this case, [redacted] accepted our offer to finance Ms. [redacted]'s purchase. Castle Credit simply financed the purchase.
Castle Credit has no legal right to take Ms. [redacted]'s home nor would we threaten to do so. However, by signing the contract Ms. [redacted] has given us a security interest in the product financed. We have opted to perfect our interest by filing a UCC-1 Financing Statement. This UCC-1 is standard in the home improvement industry and poses no problem whatsoever unless the intention is to sell the home without honoring the loan that improved the property. I hope this will clear up any misunderstanding and ease Ms. [redacted]' s mind. I have attached a copy of the email that Mr. [redacted] sent to Ms. [redacted] back on 10/27/14 explaining the UCC-1 filing.
The last payment received was on 7/25/14. The severe delinquency of the past due amount has accelerated the entire balance to come due. Mr. [redacted] was trying to provide Ms. [redacted] a solution that would work best for her. Unfortunately, Ms. [redacted] does not want to discuss her past due balance nor did she want to work out arrangements with Mr. [redacted]
It appears that the driving force behind this complaint is Ms. [redacted]'s financial situation. Her desired resolution in the complaint is that we close the account. Unfortunately, this loan cannot be canceled at this time.
Certainly, we can understand how frustrating it is to fall behind on payments. Therefore, we would like to offer Ms. [redacted] some help. We are willing to give the account a "fresh start." This means we are offering to bring the account current with the next payment of $128.04 coming due on 11/15/14. It is our hope that this will enable Ms. [redacted] to get her account back on track.
Please let me know if this will resolve the complaint and I will make the necessary adjustments to the account upon receipt of the first payment.
As always, please contact me directly with any additional questions or concerns.
Sincerely,
[redacted]
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2014/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this offer because [redacted] was not present during the phone conversations. Mr [redacted] did in fact threaten me in several of the verbal communications about "making me and my children homeless". This type of communication is unacceptable. I am fully aware of how home improvement liens work and this is not how Mr. [redacted] tried to explain the situation to me. I was fully willing to work with Castle Credit but after the conversations with Mr. [redacted], I am not willing to be as open. I want my balance to be withdrawn and zeroed and my credit report to reflect payment in full. I do not appreciate the way I was spoken to and how Castle Credit now has just tried to wash it away when [redacted] was not present during the many verbal conversations with Mr. [redacted]. I was threatened by Mr. [redacted] on the phone and was even told that he Mr. [redacted] did not have to follow debt collection laws so he could do whatever he wanted to do.
Final Consumer Response /* (4200, 11, 2014/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT accept this offer. This matter is now in the hands of the [redacted] Attorney General.
Final Business Response /* (4000, 9, 2014/11/25) */
11/21/2014
I am responding to the rebuttal case no. XXXXXXXX, [redacted] - Our Account no. XXXXXX
Due to the claims that Ms. [redacted] has made, management has extensively reviewed this account and correspondence and has also discussed it with Mr. [redacted]. Although Mr. [redacted] does not agree with Ms. [redacted]'s recounting of the conversations that transpired, we have discussed at length with him on how and why Ms. [redacted] may have interpreted what was said and why she is feeling this way. We do not take these matters lightly. We have also taken steps to review our policies with our team and address these concerns.
It is clear Ms. [redacted] is frustrated with this financial matter. Although Ms. [redacted] has requested that her account be zeroed out, this is not an option. We have completely paid for the product and installation and have much invested in this loan. However, we can again make the offer of giving Ms. [redacted] a "fresh start." This means we are offering to bring the account current with the next payment of $128.04 coming due on 12/15/14. (We are extending the next payment due another month from our prior letter).
I want Ms. [redacted] to clearly understand the generosity of this offer. This offer gives Ms. [redacted] the opportunity to improve her credit score by now reporting her account as current rather than 90+ days past due. Additionally, we are offering to go back to the original monthly payment of $128.04, instead of pursing the balance in full. A current account will also no longer accrue late fees. Furthermore, we will reassign this account to our manager who can personally oversee any future needs.
Please let me know if this will resolve the complaint and I will make the necessary adjustments to the account upon receipt of the first payment. Complete rejection of this offer would make the motivation behind this complaint questionable. Certainly, we are putting forth our best effort to resolve this complaint. This is a valid debt and it is our hope that Ms. [redacted] will take advantage of this offer so that we can move forward.
As always, please contact me directly with any additional concerns or questions.
Sincerely,
[redacted]
Account Resolution Specialist
Arlington Toyota regrets the misunderstanding with the wrap around warranty on the certified Toyota. All manufacturer certified warranties go from the original in service date. Arlington Toyota contacted the warranty company and had them agree to assist with the concerned repairs. Arlington Toyota is paying the balance and the customer will not be charged. The repairs exceed the amount of the cost of the warranty. We do apologize for the misunderstanding and made the offer to the customer due to the misunderstanding. [redacted]
Tell us why here... The names and phone numbers listed in the complaint are not associated with Castle Credit. This account had been charged off due to lack of payment. Castle Credit has no legal right to take this customer's home nor would we threaten to do so. However, by signing the contract...
this customer has given us a security interest in the product financed. We have opted to perfect our interest by filing a UCC-1 Financing Statement in the county records. The UCC-1 is standard in the home improvement industry and poses no problem whatsoever unless the intention is to sell the home without honoring the loan that improved the property. I am glad to say that our Customer Service Manager, Lisa has been able to work out arrangements with this customer. Please know we are always glad to help our customers. We are confident that this customer will respond that his complaint has been completely resolved As always, please contact me directly with any additional concerns. Sincerely, Dave [redacted]Account Resolution Specialist
We would like to apologize to Ms. [redacted] for the misunderstanding that occurred yesterday. We do strive to ensure that our customers are satisfied. This situation specifically, the vehicle Ms. [redacted] reserved had an outstanding recall and was down waiting on parts and not drivable. Also, we were...
unaware of Ms. [redacted]'s health condition. We tried to resolve the matter amicably by offering her a significant discount on another vehicle, as well as extending that discount for another rental visit. Again we apologize for the inconvenience and hope to see Ms. [redacted] again very soon.