Complaints

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 12th a text message was received that stated "Your insurance is cancelled and you got until 5pm to fix it"so proof of insurace was shown and it was noted that it was updated in the system that insurance was active.That same day a text was received later stating " you are $600 behind a payment needs to be made today" so we made a $300 cash payment and left it in the drop box in an envelope as always with name, address, and the type of car. July 28 we were leaving the house to go make another $200 payment and noticed the car was gone.so we contacted the police and they let us know it was repossessed.We contacted ***************************** the owner of he said it was repossed due to a payment owed of $850 and no insurance. So I informed him that the insurance is active and was proved it was active two weeks ago when we got the text about it and also that the $300 payment was left in the drop box as it always is.so this means we would have only been behind $550 and we were also on the way to make another $200 which would have only put us behind $350. He said he wasnt in office but would check the next day. when we called they said they never received the $300 cash meaning either this money was pocketed, stolen, or jsut not accounted for. The staff at the office was very rude about it and said they they never received it and that it was our fault for leaving it in the drop box. when asked to look at cameras they said cameras only go back 7 days. and also when asked why a text wasnt received we were told that its too many customers to keep up with whos behind. so with that comment it makes it seem like this business shouldnt be ran if the employees cant keep up with customers and have some organization. on top of all that since they lost the $300 payment we made now they are charging us a $850 payment and a $300 repo fee. I feel like the $300 repo should not be charged and i feel like i should be refunded my $300 payment back or acreddited to my bill.

  Business response

  07/29/2024

  This lady husband is our customer. We sent them a SMS message regarding them being behind in 7/12/24 when they were at $600. Every customer knows their semi payments are applied 15th and 31st (last day of month) every month. Again $600 was on 7/12 when 7/15 came around their other payment was added. They never came and dropped off their payment. We check our drop box daily there was no payments from this customer. And usually if a customer drops payments in the drop box they'd call and confirm we had it the next day. ******** never came to pay nor did they call. We picked them up for canceled insurance and payment. We charge them the fee repo companies charge us. They never replied nor called after we gave them that curtesy reminder. Every month when its time to pay there's random excuses of why they're late. ****************** called cursing at my employee after they repeatedly told them there was no envelope for them. We have no reason to steal. Only 3 people check our drop box. ****************** is unfortunately telling a story. We have no reason to sabotage our customers we want them to pay the car off.

  Customer response

  07/29/2024

   
  Complaint: 22060801
  
  I am rejecting this response because:
  This is a lie he did come and make the payment. We have life 360 gps and can prove he was there that night. so what they did with the money we have no idea. We will be contacting a lawyer on this matter. WE have proof he was there that night. 
  Sincerely,
  
  ***********************

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