Complaints

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Whomever it may concern I hope this letter finds you well. I am writing to bring to your attention a recent incident that occurred with an employee at your establishment involving one of your employees. I feel compelled to express my concerns as the behavior displayed was incredibly unprofessional and simply unacceptable.On September 19th 2023, I was contacted via phone and unfortunately did not answer because its 7:30pm and most people is in bed or getting ready for bed.I called soon as I had gotten a text that my car was in repossession and she needed the car or the payment when it hasnt even been 10days. She laughed in my face when I asked for the owner to contact me. Also I recently refinanced my car so the past history should not matter but kept getting brought up she proceeded to tell me she was friends with the boss that nothing I said mattered! Throughout my experience, I encountered multiple instances of unprofessional conduct from this individual. Their behavior included rudeness, dismissiveness, and a lack of respect towards me as a customer.As a loyal customer who has been patronizing your establishment for quite some time, also paid one vehicle off, I must say that I was deeply disappointed and shocked by the treatment I received. It is disheartening to witness such behavior from an employee, especially when customer satisfaction and professional conduct are expected standards.I firmly believe that it is crucial for the management team to be aware of such incidents to ensure their rectification. Therefore, I urge you to investigate this matter thoroughly and take appropriate action. It is vital that your employees receive the necessary training and guidance to uphold the values and principles of your business.I would also like to suggest that you encourage feedback from customers regarding their experiences. This will not only provide valuable insights but also demonstrate your commitment to improving customer satisfaction.

  Business response

  09/26/2023

  Dear ***************************,

  I would like to start by saying that we appreciate your business. We appoligize that you felt the situation was not handle to the best of our employees ability. We are always working to best serve our customers and took this oppurtunity to train the employee in question as to how this could have been handled better. One thing I have learned in 20 years of management is the are always many side to a story. The employee in question works as a collector for a lender that specializes in subprime financing, this position comes with many challenges. The employee in question was a advocate on behalf of Ms. ******** account to allow her to refinance and help her get current on her account. The option to refinance is normally a last stitch effort to help customers get current. After accomplishing the ability to get the account current, **************** preceeded to become past due on the 1st payment due of the refinance. Company procedure is to make a phone call to clients the following day after payments are not recieved. In this instance **************** became past due on the first payment due on the refinace that this employee just helped her get done. The following day as per company policy F&S began making calls to remind the customer of the payment that became due. After 5 days of courtesy calls F&S had made no contact with ****************, it wasn't till she was texted with the possiblity of repossesion on the recently refinanced account that was past due before she reached out to F&S. When she called it was during the evening calls segment when everyone else was already gone for the evening so the ability to speak to any upper management was not possible. If she would have had the chance to speak to management they would have confirmed that there was a real possibilty of repossesion after the 10th day of delinquency. This is what we found after looking in to this situation. So Again we have taken the time to educate or staff how to better address clients in this situation and would hope that clients response with the same courtesy and respect. Hopefully this explanation is sufficent and the account will be maintained as agreed upon. Since we are being requested to no longer contact **************** the only option to work with any delinquency beyond 10 days would be to retrieve the property secured by the contractual obligantion. Thank ***************

• Initial Complaint

  04/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  F and S is telling me that I owe them money but I pay them every 2 weeks in a haven since October and now all of a sudden they. Want me to pay every week? But they were OK with me every 2 weeks and they are harassing me for the money and going through my personal. ******** and looking at my friends on ******** and contacting they keep lying to me about missing payments when I know that I pay them every 2 weeks when I. Get paid even my grandmother pays them if I can't they even. Sold? Me. A lemon? They are supposed to fix it. But they haven't fixed it yet. So something needs to be done because I just lost my father and they're not taken that into consideration on anything and they're telling me that they're. Gonna come get my car when I'm not behind payments the payments originally for every week but since October I've been paying every 2 weeks and they. Were OK with that and now? I'll be sent there not in the harassing me in my friends on ********. And that's invasion of privacy and then messaging me everyday and the rude about it too

  Business response

  04/25/2023

   ******, Upon Review of your account with us. I noticed your contract is set up as a weekly installment. We notice for sometime you have been paying every two weeks, Although quit often you are paying after the two weeks are due. The best way to keep from having us reach out constantly would be to keep payments prepaid. We have no problem with accepting payment every two weeks as we have in the past, but they must be paid in advance not in the rears. As far as Issues with the vehicle. Because it is a 12 year old machine it could have wear and tear that needs to be addressed. The vehicle did run through a reconditioning prior to sale. When I asked **************** Service They had no communication on any issue with the vehicle. Feel free to reach out to set a time for us to get the vehicle in to be checked out.  You are in good standing and they would gladly help you resolve whatever issues have began to show up. Also we have had a hard time reaching you on the phone numbers on file, so ******** messenger has been the best way for us to get in touch. We do appreciate your business and are here to help. Thank you management.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This office is just rude and very unprofessional. I asked them to email me a payment notification, rather than do their job...they told me they were too busy and that I needed to come and pick it up. They are very snippy with their customers. They lack respect.

  Business response

  01/23/2023

  ********************** 

  Sorry for the Inconvenience this may have cause. Unfortunately our software will not directly email you payment notifications. So the only way to provide the information requested is to  produce a copy to be picked up or mailed.  While our software is a little dated it is still highly effective at what it is used for. Sorry for any inconvenience this may have cause for you. And we apologize for whatever communication related issues this may have cause with our staff. We will gladly provide you with a ledger card that details payment dates and would be able to be picked up at your earliest convenience. Thanks again for your business Mangement

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩