Complaints

• Initial Complaint

  03/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a customer since April 2021 I have been was ********************** payment plan, automatic payment since January January 2022, February 2024. They said two payments were declined which was in accurate. I have notified my bank and called my bank there were never any decline transactions, they emailed me one time stating that I purchased my car was being bought by easy Acceptance. I was already a customer for two years. They have repossessed my car after two alleged declined payments. The redemption department is very very rude and disrespectful. They hung up on me. They will not let me rectify the situation in the timely fashion. Ive had 100% payment history for over three years and this should not have happened. They are not working in a timely fashion to rectify the situation **************** , rude and disrespectful . This should not have happened to anybody. That has been a good customer with 100% payment history. This should not have happened.

  

  Business response

  03/27/2024

  EASY ACCEPTANCE, INC.
  Response Date: 3/27/2024
  
  Customer Name: *********************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 3/1/2024
  
  Stock # *****, 2013,FORD, Explorer, VIN # *****************
  
  Origination Date: 4/26/2021
  
  Please allow this to serve as our response to the above-referenced complaint.

  The customer is complaining about the repossession of her vehicle. Customers automatic payment was declined by her bank on February 10, 2024. We attempted to contact the customer on her cell phone, at her place of employment, and through her references, but were not able to make contact. After her car was repossessed, the customer contacted us, made the missed payments, and now has the vehicle back in her possession.
  

  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  

  If you have any further questions, please feel free to contact me.
  

  Thank you,
  
  *************************, CFO

  Customer response

  03/30/2024

   
  Complaint: 21371336
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The customer service was great, but the vehicle that was sold to me was not in good shape after only a week of me having it. I took it back to them to fix the problem, and after they had for a week, the next day the vehicle still has the same problem as before. Multiple people came in there with problems with their vehicles as well. I wouldnt recommend it! Check engine light was on before I took it to them and they said they fixed the problem which was spark plugs and engine coil replacement. They did not fix anything its still doing the same thing when I accelerate and it shakes really bad. Check engine light came back on the next day after getting it back a week later. They do not give you a replacement vehicle they just leave you hanging. Big Disappointment! You still have pay the car note even if they sold you a terrible vehicle. I found out how much the car is actually worth which is no more than ten thousand, they sold me the car and said its worth nearly $18,000! I lost my job due to lack of transportation and got kicked out of my home because Carfect doesnt have any good car or good service, just after all your money. Would definitely like a replacement or a refund!

  

  Business response

  02/12/2024

  EASY ACCEPTANCE, INC.
  Response Date: 2/12/2024
  
  Customer Name: *****************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 12/13/23
  
  Stock # *****, 2016,FORD, Escape, VIN# *****************
  
  Origination Date: 10/5/2023
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  The customer is complaining about mechanical issues with a vehicle purchased from Leons ***************** d/b/a ******** This loan transferred to Easy Acceptance, Inc. on October 26, 2023. I have reviewed the remarks from Carfect and determined the following:
  

  On October 27, 2023, the customer dropped the car off with our service department to check if the engine was misfiring. Service on the vehicle was completed and the vehicle was returned to the customer on or about November 2, 2023. The customer did not contact the service department after that date.
  

  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  

  If you have any further questions, please feel free to contact me.
  

  Thank you,
  
  *************************, CFO

  Customer response

  02/12/2024

   
  Complaint: 21219958
  
  I am rejecting this response because: I have contacted them multiple times not just that one time. I even went up to the dealership because the problem that they supposedly had fixed came back the next day and Ive called and called and went up there and nothing got fixed. So I was not going to pay a car note if they wasnt willing to fix the car that they sold me. I lost my apartment and job dealing with this car. They have a series of bad ratings. I am not the only one with this type of problem with carfect. I told easy acceptance about the problem but they dont care they just want the money. I regret the day that I went to them their cars are not good at all!!!
  
  Sincerely,
  
  *****************************

  

  Business response

  02/26/2024

  EASY ACCEPTANCE, INC.
  Second Response Date: 2/26/2024
  
  Customer Name: *****************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 2/12/24
  
  Stock # *****, 2016,FORD, Escape, VIN# *****************
  
  Origination Date: 10/5/2023
  
  Please allow this to serve as our response to the above-referenced complaint.
  
  The customer is complaining about mechanical issues with a vehicle purchased from Leons ***************** d/b/a ******** This loan transferred to Easy Acceptance, Inc. on October 26, 2023. I have reviewed the remarks from Carfect and determined the following:
  

  On October 27, 2023, the customer dropped the car off with our service department to check if the engine was misfiring. Service on the vehicle was completed and the vehicle was returned to the customer on or about November 2, 2023. While the customer states that he went to the dealership and contacted Carfect several times, the notes that Easy Acceptance, Inc. was given from Carfect do not indicate that *************************** was contacted after November 2,2023.
  

  Although we are sympathetic, the customer is being treated in accordance with their contract with the company and company policy. The customer has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  

  If you have any further questions, please feel free to contact me.
  

  Thank you,
  
  *************************, CFO

• Initial Complaint

  12/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A vehicle i purchased from this company was totaled in June of 2023. The deductible was paid in June and the insurance paid the vehicle off in August of 2023. Easy acceptance didn't close the account until November 24th however they reported me as delinquent on payments for 4 months(July, August, September, October) on my credit report substantially hurting my credit rating! This is completely wrong and needs to be corrected!

  

  Business response

  01/03/2024

  CARFECT
  Response Date: 1/3/2024
  
  Customer Name: *************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 12/13/23
  
  Stock # *****, 2012,INFINITI, G25, VIN # *****************
  
  Origination Date: 08/22/2022
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  The customer is complaining the credit reporting of his loan. The customer purchased his vehicle on August 22, 2022, and elected to buy Voluntary Debt Cancellation (***) coverage. On July 6, 2023, the customer informed us that he had been involved in an accident two and a half weeks prior and that his insurance had deemed his car a total loss. We opened a claim on our end and changed the credit reporting to indicate a paid or closed account zero balance (13) and a special comment that the account would be paid through insurance **** while the claim was pending. The claim has now been approved and the *** has paid off the customers account.
  

  Although we are sympathetic, the customer is being treated in accordance with her contract with the company and company policy. She has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal, State, and Municipal law, and in consultation with our legal counsel.
  

  If you have any further questions, please feel free to contact me.
  

  Thank you,
  
  *************************, CFO

  Customer response

  01/03/2024

   
  Complaint: 20996829
  
  I am rejecting this response because: It is not i accordance to report my account as 4 months delequent when the account was made satisactory!  That is false reporting to the credit bureau and does not reflect the truth
  
  Sincerely,
  
  *************************

  

  Business response

  01/10/2024

  EASY ACCEPTANCE, INC.
  Response Date: 1/10/2024
  
  Customer Name: *************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 12/13/23
  
  Stock # *****, 2012,INFINITI, G25, VIN # *****************
  
  Origination Date: 08/22/2022
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  The customer is complaining about the credit reporting of his loan. The customer purchased his vehicle on August 22, 2022, and elected to buy Voluntary Debt Cancellation (VDC) coverage.
  

  This account was closed paid by insurance on December 12, 2023. At that time the last payment made was on June 26, 2023. We have now switched the automatic credit reporting to exclude this account and have manually changed the reporting to set the payment rating as zero and ensured that the history profile field was updated to reflect the legacy and was also reflecting zero.
  

  Although we are sympathetic, the customer is being treated in accordance with his contract with the company and company policy. He has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal, State, and Municipal law, and in consultation with our legal counsel.
  

  If you have any further questions, please feel free to contact me.
  

  Thank you,
  
  *************************, CFO

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle with Easy acceptance 7/22/23 . I have been having issues with the vehicle since I brought it . They only gave me a month warranty and they did not fix everything on the vehicle while it was under warranty. I have taken my car to them four times since the purchase. The auto warehouse still have my car as of today for 7 days just to find out what is wrong for the fifth time . Now they saying my engine is gone out and I need pay **** for repairs out of pocket. I only had the car for 4 months and I dont think thats fair.

  

  Business response

  12/19/2023

  EASY ACCEPTANCE
  Response Date: 12/19/2023
  
  Customer Name: ******** *****
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 12/6/23
  
  Stock # *****, 2016,CHEVROLET, MALIBU, VIN # *****************
  
  Origination Date: 07/22/2023
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  The customer is complaining about mechanical issues with the vehicle. The customer purchased the vehicle from Carfect on July 22, 2023. Although Easy Acceptance was not involved in the purchase of the vehicle, it purchased the loan from Carfect on August 15, 2023.
  

  On August 10, 2023, the customer brought the car into **************** center for mechanical issues. Carfect diagnosed the problem and ordered the necessary parts. The customer then brought the car in for repair on August 24, 2023, but after installing the new parts, **************** team realized that additional parts were needed. The parts were ordered and the customer took the car back. The repairs were completed on September 7, 2023, and the vehicle was returned to the customer. All of these repairs were done at no charge to the customer.
  

  The customer ****** the car in to **************** center again on November 17,2023, for an issue with the check engine light. After inspecting the vehicle **************** team determined that this issue was not related to the previous repairs made and offered borrower a payment plan on the necessary repairs.Customer declined the offer.
  

  Although we are sympathetic, the customer is being treated in accordance with her contract with the company and company policy. She has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal, State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2014 Dodge Journey from auto warehouse located in ************ on 5/3/22. the finance company i work with is Easy Acceptance.. the vehicle has a switch on it that can shut the vehicle off anytime. August 6 they shut the vehicle off and left my child and I stranded at the Doctors office...i had cash on me nothing in the..My son agreed to get to me and ask if it was ok to put the money into his girlfriend account at the time *********************** I Gave permission to do so ..A couple of weeks Later,she lied to her bank fifth third in ************ ** and said she ***** recongnize the money on her account.. but I reminded her that was my car note money. buton the 1st of October Easy Acceptance called and told me the money was taken out i was surprised and explaind i didnt give her permission to do that..that not my fault.. they gave me 48 hrs to come up with 1,22.00$$$ and refuse to take my payment of 475 for October Payment while we figure how to get this money back...they kept harrassing me so i gave them 48hr to come and get the vehicle.. I Called in on today 10/18/2023 and was advised they took my sept tember payment to use for August and if i want my car back i need to pay ***** $$ to get my car I am requesting for them to take off ******.00 for repo fee when i and is willing to pay ****** to get the vehicle if the would just stop taunting me and harrassing me and learn to talk to people life would be a whole lot better..

  

  Business response

  10/28/2023

  EASY ACCEPTANCE
  Response Date: 10/28/2023
  
  Customer Name: *********************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 10/19/23
  
   30226, 2014, DODGE, Journey, VIN # *****************
  
  Origination Date: 05/03/2023
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  The customer is complaining that her car was repossessed, and she would need to pay to redeem the car. Although we are sympathetic, the customer is being treated in accordance with his contract with the company and company policy. He has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal,State, and Municipal law, and in consultation with our legal counsel.
  

  If you have any further questions, please feel free to contact me.
  

  Thank you,
  
  *************************, CFO

  Customer response

  11/01/2023

   
  Complaint: 20747659
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This *************** is working with ******************************. Who I also filed a complaint on for not disclosing that their cars come equipped with a gps and cut off switch. I returned the car two weeks after financing it due to mechanical issues and failure to disclose information. There is no way this finance company should be contacting me on any behalf. This matter has made it to my credit and needs to be removed asap. Or Im seeking legal counseling

  

  Business response

  09/15/2023

  EASY ACCEPTANCE
  Response Date: 9/15/2023
  
  Customer Name (********************************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 9/11/23
  Translation Received: NA     
   STK# *****, 2015 Jeep Cherokee, VIN# *****************
  
  Origination Date: 08/02/2023
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  The customer is complaining that we should not be contacting her. The customer took out a loan to finance a car with ****************, **** d/b/a the Auto Warehouse on August 2, 2023. On August 22, 2023, the loan was transferred to Easy Acceptance, Inc. One or about August 23, 2023, the customer voluntarily left her car at the Auto Warehouse where she purchased it. We processed the voluntary repossession and sent the proper notices.
  

  Although we are sympathetic, the customer is being treated in accordance with her contract with the company and company policy. She has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal, State, and Municipal law, and in consultation with our legal counsel.
  

  If you have any further questions, please feel free to contact me.
  

  Thank you,
  
  *************************, CFO

• Initial Complaint

  08/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 21,2022 my brother *********************** suddenly pass away. On November 4,2022 I call Easy Acceptance to notify them about his passing. During that call I was inform to just email them the copy of his death certificate( which is attached) and I can keep the car and continue to pay the note. I also informed them i am self employed and my brother and have the same address. From Nov.7,2022- July 7,2023 I have made the bi weekly payment of $245.00. I missed two payments and they are repo the vehicle. When I called make payment that I miss to get the car back I was someone would call me but I didn't receive a call. Then I received a letter stating if I paid $852.25 by Aug.23,2023 I can get the car back. When I called on Aug. 21,2023 I spoke to ********* the supervisor and he stated I can't get the car back because I am not on legal paperwork. I explained to him I was never on legal paperwork and I have been paying the car note and willing to pay the past due balance but he said no. I also ask why did they send a letter out stating i could pay the $852.25 knowing my brother is deceased, he said he wasnt sure why. I also ask if they could release the car to my mother and have her job information on file and he said no .They shouldn't have been taking my money in the first place.When in fact the car company should have never allowed me to keep the car and continue to make payments due to the fact that my name was never legally on the paperwork. I'm requesting a full refund of my funds. All receipts, the letter and emails is attached.

  

  Business response

  09/11/2023

  EASY ACCEPTANCE
  Response Date: 9/7/2023
  
  Customer Name (s): ***********************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 8/31/23
  Translation Received: NA     
   STK# *****, 2014 ********** Passat, VIN# *****************
  
  Origination Date: 11/05/2021
  
  Please allow this to serve as our response to the above-referenced complaint.
  

  The individual making the complaint is not a customer. Although we are sympathetic to her situation, she is being treated in accordance with company policy. She has been afforded the same opportunities as any similarly situated individual. The Companys policy is in full compliance with Federal, State, and Municipal law, and in consultation with our legal counsel.
  

  If you have any further questions, please feel free to contact me.
  

  Thank you,
  
  *************************, CFO
  

  
  

  Customer response

  09/19/2023

   
  Complaint: 20546136
  
  I am rejecting this response because: To whom it may concern,
  The company states that I'm not a customer,but I would like to acknowledge the transactions that has taken place over the past few months. Transactions has been paid from the deceased customers (***********************) credit card and also mine. As of this date November 7,2022 (Monday)- July 7,2023 over $3,000 has been paid to Easy Acceptance. As the company states I'm not their customer, but money has been exchanged for goods/service, i.e. car loan. Also, I would like to know the policy of the company as it pertains to customers that have passed away. The company's representative never spoke of any policy.The car company is saying two things. At first it says I'm not on any paperwork legally and then it says it afforded me the same as any customer when that's not true. The car company sent a letter saying if I pay the past due amount,towing fee and other fees I can get the car back. But before I was even able to make the payment the supervisor ********* stated they couldn't release the car back to me because I wasn't on any paperwork work legally. The car company was wrong for taking my payment in the first place because I was never on any paperwork legally and when they figured out they were wrong for taking my payments they tried to say they afforded me the same rights of any customer when they did not.
   The car company was wrong and that's why I'm requesting the payments that were made since the notification of the decease owner to be returned to me over for the last 8 and half months. 
  Thank you 
  
  Sincerely,
  
  ***********************

  

  Business response

  09/29/2023

  EASY ACCEPTANCE
  Response Date: 9/28/2023
  
  Consumers Name: ***********************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 8/31/23                                  
  Translation Received: NA     
   STK# *****, 2014 ********** Passat, VIN# *****************
   
  Origination Date: 11/05/2021
  
  Please allow this to serve as our response to the above-referenced complaint.

  The individual making the complaint is not a customer. Although we acknowledge that she may have been using our customers car and we are sympathetic to her situation, she is being treated in accordance with company policy. She has been afforded the same opportunities as any similarly situated individual. The Companys policy is in full compliance with Federal, State, and Municipal law, and in consultation with our legal counsel.
  

  If you have any further questions, please feel free to contact me.
  

  Thank you,
  
  *************************, CFO
  

  Customer response

  10/08/2023

   
  Complaint: 20546136
  
  I am rejecting this response because: According to the law the car company was supposed to have me sign a letter taking over his payments on the behalf of his estate. But the car company never offered me a letter to sign or their Representative never informed me of their policy, which I ask for in my last statement to be provided,and they never provided there policy regarding this matter . The car company continued to take your payments illegally and didn't treat me like a customer. Because their customer get to pay the late fees and the past due payments to get there car back. i was not allowed to because the car company say im not a customer but was taking my money.The car company wrongfully took my money. I am requesting my money back in full. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On june 17 2023 an auto loan was opened by The Autowarehouse dealership and ***************************** financial business under my name and credit without my consent. I found out on a credit check that a loan balance of $19k was owed on my record.

  

  Business response

  08/24/2023

  AUTO WAREHOUSE
  Response Date: 8/24/2023
  
  Customer Name (s): *************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 8/20/23
  Translation Received: NA     
   STK# *****, 2016 Jeep Cherokee, VIN# *****************
  
  Origination Date: 06/17/2023
  
  Please allow this to serve as ourresponse to the above-referenced complaint.
  The customer complained that a loan was opened in his name by the Auto Warehouse without his consent and then transferred to Easy Acceptance, Inc. We reviewed the credit application and it was signed by a ********************* as co-borrower. There is also a State ID and several employment records showing ************** name and social security number.
  Although we are sympathetic, the customer is being treated in accordance with his contract with the company and company policy. He has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal, State, and Municipal law, and in consultation with our legal counsel.
  If you have any further questions, please feel free to contact me.
  Thank you,
  
  *************************, CFO
  

  Customer response

  08/24/2023

   
  Complaint: 20493164
  
  I am rejecting this response because:

  This is not telling me anything, It is not saying that the auto loan is being corrected. Im ************************* not *********************. There cannot be 2 persons with same ID and Social Security. This is on my record Therefore i would like a proper resolution to this because it is my Id, social security and credit being fraudulent used. That being said the companies involved are supposed to verify and take the ************ action and not one that suits theyre needs. This person has been using my social for quite a while for different purposes and that is Identity theft id like to rquest copies of his paperwork Id,signatures, contract etc. 
  
  Sincerely,
  
  *************************

  

  Business response

  08/29/2023

  AUTO WAREHOUSE
  Response Date: 8/29/2023
  
  Customer Name (s): *************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 8/20/23
  Translation Received: NA     
   STK# *****, 2016 Jeep Cherokee, VIN# *****************
  
  Origination Date: 06/17/2023
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  At the time of the purchase of the vehicle, the customer presented us with a valid state ID showing that he was *************************. While we are sympathetic to the complainant, without proof that he is the victim of identity fraud, we are not able to delete the trade line from his credit report. We urge him to talk to his local police department regarding the steps to take to properly report an identity theft.
  

  Although we are sympathetic, the customer is being treated in accordance with his contract with the company and company policy. He has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal, State, and Municipal law, and in consultation with our legal counsel.
  

  If you have any further questions, please feel free to contact me.
  

  Thank you,
  
  *************************, CFO

  
  

  Customer response

  09/04/2023

   
  Complaint: 20493164
  
  I am rejecting this response because:

    So You first said it was a *********************, but soon as i gave my name now it is a ************************* guy. I have plenty evidence or plenty proof to show that Ive been a victim of Id theft and that I am Who i say I am. And you guys know this very well.Yes, *** contacted the police and i will do whatever it takes to reverse this and  have who ever it is prosecuted .And I will be filing a lawsuit.  

  
  Sincerely,
  
  *************************

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Showing online that some of my payments are late which results in the kill switch on the truck to activate I have bank statements showing my payments My apr is going up when I signed an agreement stating it stay the same

  

  Business response

  08/28/2023

  AUTO WAREHOUSE
  Response Date: 8/28/2023
  
  Customer Name (s): ***********************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 8/18/23
  Translation Received: NA     
   STK# *****, 2012 ******* MKX, VIN# *****************
  
  Origination Date: 09/21/2021
  
  Please allow this to serve as our response to the above-referenced complaint.

  
  The customer complained that she made on-time payments but that those payments were being listed as late in her account. We reviewed the customers bank records and they match up with our payment history dates. We have sent the customer a copy of her pay history so that she can see the payments were credited the same day that she paid.
  

  Although we are sympathetic, the customer is being treated in accordance with her contract with the company and company policy. She has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal, State, and Municipal law, and in consultation with our legal counsel.
  

  If you have any further questions, please feel free to contact me.
  

  Thank you,
  
  *************************, CFO

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been with the auto warehouse and easy acceptance financing company aka EZ acceptance since 2021 never had issues with them up until this year when Im almost done paying on my vehicle now they are changing rules. Ive experienced a lot of unprofessionalism discrimination and unforeseen fees/charges. Over my 2 or more years with them I have been in good standing In the past 2 payments late Ive done. Over 30 days which is 2 payments. With them its bi-weekly. Sometimes my job allowed me to pay months in advance. Now Ive experienced hardship and provided all the documents. Instead of them being considerate and accommodating me. I get rudeness nasty remarks and more fees. My car has been repossessed twice now. The first time after 2/3 days late which I had a hard time understanding after being late way longer than that. Upset and all I still paid all the extra fees. This time I am for sure some kind of fraudulent and scamming activities are going on within this in house company. I walked out to my car its gone I called them they said they didnt have my vehicle did I park somewhere I shouldnt have I proceeded to check *************** then called 311. The 311 operator explained EZ had it. Now Im back on the phone with them everyones transferring me. I called over 5 locations/numbers, which were all connected. No one would give me a line of command kept saying they dont have a corporate or leave a message and a manager or someone would return my call. My payment was set on the ********************************************************************************** not thinking anything of it I still have to the 11th and should be allowed ***** days after. NO!!! They said I hung up and no one has been able to reach me. Not true if we made an arrangement and I always pay or pay double why now They are harassing me giving me a hard time causing me grief and making me pay ridiculous fees for nothing. I want the phone recordings reviewed and relief of this matter

  

  Business response

  08/14/2023

  AUTO WAREHOUSE
  Response Date: 8/14/2023
  
  Customer Name (s): ***********************************
  
  Source:  BBB Serving ******* and Northern ******** 
  **********************************************************************************************
  
  Complaint ID:  ********
  Date Complaint Received: 8/7/23
  Translation Received: NA     
   STK# *****, 2011, ******* MKX, VIN# *****************
  
  Origination Date: 06/18/2021
  
  Please allow this to serve as our response to the above-referenced complaint.
  

  The customer complained that her car was repossessed after late payments. We spoke with the customer and explained the payments that had been due when the car was repossessed and how she could redeem the car.
  

  Although we are sympathetic, the customer is being treated in accordance with his contract with the company and company policy. He has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal, State, and Municipal law, and in consultation with our legal counsel.
  

  If you have any further questions, please feel free to contact me.
  

  Thank you,
  
  *************************, CFO

  Customer response

  08/15/2023

   
  Complaint: 20435378
  
  I am rejecting this response because:
  I asked for recorded phone calls to prove the agreement was made. To my knowledge the arrangement was in progress. Even if the call dropped or the agent didnt complete her role at hand. I should have been allowed to retrieve my vehicle with just the payment due/owed now you are wasting time as well as accumulating more fees. I was told I had to pay off my remaining balance before I can have my vehicle back which is by law not legal nor fair. The payment arrangement was set for the 11th my car was taken the 7th. Please help me understand why no one tried to contact me or my reference before coming to get my vehicle after 2 years of commitment and 1 repossession the auto warehouse KNOW IM WILLING TO PAY WHATEVER TO COMPLY/COMPLETE MY CONTRACT. I have yet to speak to any one regarding the so called dropped call NOTHING TILL THIS DAY. I was put on hold after saying give me one second while I put this in. Now my vehicle gone but I still have to pay a note or pay off my vehicle to get it back after it was illegally taking. If not prove it which easy acceptance nor the auto warehouse are willing to do. Its out right discrimination against color&financial. Im on the verge of losing my job due to this. My kids start school in a week. This situation has caused me pain & suffering. Even after giving easy acceptance all proper documentation for the hardship which was allowed AFTER the first repossession. If it was allowed before I wouldnt have had the first repossession. I allowed a lot because Im drama fee. Now Im fed up easy acceptance/the auto warehouse will use abuse and throw away whoever let them. I would love to remain stress free but how can I with a shady company like this. 
  Sincerely,
  
  ***********************************

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