ComplaintsforScotia Dealer Advantage Inc

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  -Reasonable payment structure for past due balance due to no automatic withdrawal on company end. -Reasonable payment structure for past due balance due to customer error if any -NSF fees to be cleared , on company end, and vehicle loan adjusted to reflect the NSF fees being removed -consequences for company for not pulling scheduled payments , both regular and agreed upon payment arrangements in said dates or over all. -credit score adjusted if affected. -option to restructure or remove loan from Scotia dealer advantage.

  Business response

  15/02/2024

  Hello,

  As per your conversation with one of our specialized advisors on Jan 17th we were expecting a call back following day to finalize & confirm payment arrangements for your account. Given no call back was received and days account was now delinquent, we proceeded with repossession. In regards to your credit bureau, it is reporting accurately. Our goal is always to keep you with your vehicle with a good standing loan and accurate credit bureau. We would encourage you to call us back to go over details on your account in order to reach a desirable solution for both parties.

  Thanks,

  Customer response

  05/03/2024

  On / around January 5 ******** called in and spoke with several staff ending with a supervisor. After speaking with the supervisor for time, and him telling me i had to pay $440 in full me saying no I can not, the best I can do is the $150 every Friday until paid. After more time the supervisor agreed to make the arrangements for $150 to be auto withdraw for the next three Fridays totalling $450. Covering a missing payment discussing a deferral on or around February 2 after payments have been processed. To cover all past due and to bring the account to good standings. ******** agreed and confirmed that this was set. The supervisor agreed that this was the plan moving forward, and that all arrangements would process.
  
  On January 9 regular payment did not process due to E transfer problems (due to bank error) January 12 agreed upon payment of $150.00 was approved. Called in and spoke with a staff member on January 17 to set up arrangements for missing January 9th payment and confirm January 19 $150 payment was still going to be pulled. Totalling $590 to be auto pulled January 19 and $150 on January 26 with the deferral available with all regular and arranged payments processed. Deferral for February 2.
  
  January 18 they called and talked about refinancing structure so that we could pay a lower value but was given the runaround again and was told that I have to come up with $1000 down to be able to make that happen at this time , I denied and confirmed that all prior arrangements were still set and no changes to my account we’re done.
  
  On January 19 the $590 arrangement did not pull both ******** and myself tried to contact Scotia bank dealer advantage to find out what was happening and why the payment never got pulled . (******** was authorized by letter to speak on my behalf earlier in the year as I work on the road and cannot talk on phone as frequently. )
  
  ******** was now told that she had no access due to many reasons even though in previous contacts with Scotia bank dealer advantage she was able to talk to them on my behalf. I tried to contact them and got the runaround on weekends when I was home . We continued to try to contact to up to February 8 2024. With all the run around from this we would like to request the recordings from all above dates listed from Scotia bank dealer advantage, as all calls are recorded.
  
  Since January 23, 2024, there has been no regular payment withdrawn from my account. I have a contract with Scotia bank dealership advantage was never given any notice of contract being cancelled or changed as we agreed to my main payment by contract of 440 biweekly every Tuesday .
  
  Monday March 4 2024
  Licensed , bonded bailiffs and process servers , came to collect the vehicle, I am currently working on working with them and ( ******* ) a company to come to an agreement. Further information on that can be provided as it comes about.
  ( *** ******** ****)
  
  We have all intention of getting caught up and continuing to pay the bi weekly payments. We set the amount arrangements so that we didn’t fall behind.

  
  

  Business response

  20/03/2024

  Hello *****, 

  We have read your response and have tried to reach out to you verbally to assist as we want to keep information about your account status private and this is a public platform. We will make another attempt today to reach out and answer all your questions. 

  Thank you and I hope we talk soon. 

• Initial Complaint

  27/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Business advised myself wrong information about payment deferrals. Agent I spoke with advised I could defer two payments to the end of my loan, I accepted. A week later payment came out and the agent made no documentation about our phone call and the payment deferral offered. I have since submitted a claim to dispute and have the call review by a supervisor but nobody has called me back. I have to deal with financial issues, a missed payment on my credit ***** *** ***** *** *** *********** *** *** ****** * ********** ****** **** ******** *** **** ******* ****** *** ********* ************** ** ** *********** *** ***** ********* *** ***** *******

  Business response

  04/05/2023

  Good day,

  One of our supervisor has contacted you and left their direct contact information on your voicemail. Please contact them at your convenience so that we may discuss this matter with you.
  

  Thank you,
  

• Initial Complaint

  20/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  i have a vehicle loan with scotia dealer advantage, on march 17th i had traded in my vehicle using a dealership, the dealership had verified the outstanding/payout amount with scotia and made payment for the amount they were given. on march 31 scotia had withdrew 310.20 from my account, when i originally called on april 3 i was informed that from march 17 when the inquiry was made and march 22 when payment was received interest had occurred and so they waited until my next billing cycle march 31 to withdraw the funds but during that time interest occurred, i was never made aware of any of this until the payment was withdrawn and i called to inquire, i have NOT received a letter from scotia detailing any of this. on April 3 the worker i spoke to said he would draw up a letter and send it out, i have not received this letter, i called scotia again today April 20th asking about this i was then told the payment was because the march 17th auto with draw for 377 never went through and they couldn't give me a break down of that only my payment history but that could take 3-5 weeks. i need this letter so the dealership could potentially fix this or scotia should be issuing my money back as the vehicle was paid off march 22

  Business response

  26/04/2023

  Good day,
  
  There was a regular payment due on March 17th, as such, the payout pulled on the same day was considering the payment as made so the balance due. On March 20th, the payment was returned to us by your bank as having a stop payment on it which is what lead the payout to be short. The following payment on March 31st was then enough to payout the loan.
  
  In other words, if the payment of March 17th had not returned due to the stop order, then the payout amount would have been enough to payout the loan, but since the payment returned, an extra payment was needed to make it up.
  
  Finally, we see that we have sent you a lien release letter on April 10th by email.
  
  Thank you,

  Customer response

  26/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  My regular payment amount was $377.78 bi-weekly. The day my payment was scheduled to come out I had done a trade in and the dealership had called for a payout quote and made that payment. If there was still an outstanding balance owed on the vehicle then why didn’t a representative contact me to explain this so I was prepared for the deduction? When I first inquired I was informed there was an outstanding balance of over $200 and interest had incurred until my next scheduled billing date, the company had 2 weeks to reach out and explain this but nobody did. The interest that incurred was greedy on Their part and I should be entitled to a refund due to their negligence in dealing with this properly 
  Sincerely,
  
  ********* ******

  Business response

  02/05/2023

  Good day, 

  One of manager tried to contact you by phone, however, they have been unsuccessful so far and we were unable to leave a message with our contact information. We will continue to try to reach out, but if you could please provide a day and time that we could call you, we would appreciate it. 

  Thank you,

  Customer response

  09/05/2023

  
  Better Business Bureau:
  I seen a call come through once on may 1 but I was unable to answer and there was no message to call back I can be reached at ************ which is the number you tried and anytime is fine unless I’m unable to take the call a message can be left to call back 

  I have reviewed the response made by the business in reference to complaint ID ********

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

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a car loan with scotia dealer advantage and there accountng system is constantly saying I owe them money when I don't. I prove it too them and then get repeated calls. Today alone I have recieved 4 or 5 calls. They refuse to fix the issue on their end and continue to ****** me and take up hours of my day proving their system is at fault. If this continues it can negatively affect my credit. This has now happened 3 or 4 times over the last few months too

  Business response

  05/01/2023

  Good day,

   

  We see that you spoke with one of supervisor recently about this matter - we trust the matter is resolved.

   

  Thank you,

• Initial Complaint

  08/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Scotia Dealer Advantage Creditor has been really hard to deal with. They have reported many negatives on my credit bureau. I have tried to solve with ******* and ***** ***** directly and I had no luck. I have sent many email to SDA as well as called them many times to resolve the matter but they never did. I am trying this method *** ** **** **** **** ** ** ** ** *** ***** *****. Firstly, I have made payments arrangements and yet they still reported missing payments on my file. Secondly, they filed a case with Ministry of Gov under secured loan in Oct 2018 which is paid in full as of Mar 2021. My loan starred in May 2016. Why this showed up on my credit report 2 years later. When I asked them to correct it on my report. My loan was never defaulted or lead to repo or anything like that. they have advised me to send emails which I did on multiple occasions but I never heard from anyone. * **** ******** *** ********** **** ** ****** ***** **** **** *** ** *** ***** ******* ******** ** **** ** ***** ********* *** ******* ***** ***** ******** * ********** **** ******* ****** ** ** *** ** *****

  Business response

  16/11/2022

  Good day,

  We tried to reach out directly to discuss the matter with the customer but were unable to reach them.
  

  We've competed a review of the information provided and we can confirm that the credit bureau is reporting the correct information. Furthermore, X on a credit bureau does not mean that the account was late, but rather that the information is unavailable for the month and has no negative impact on a credit score.

  If the customer wishes to discus this further and as we cannot share any confidential information here, we recommend they reach out to us directly at 1-877-375-2771, option 1.

  Thank you.
  

• Initial Complaint

  28/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been paying on a loan since 2019 I believe. Often paying extra with my payments or extra payments all together when my budget allows. I have had minor hiccups during covid etc. However have been very diligent. I am set up to pay my own payment and not have direct withdrawal. This was a choice made by me after they continued to pull money early or late causing financial issues. When this arrangement was set up I was told to pay my payment every other Friday to assure payment is recieved by the following Wednesday; my due date) ok Not a problem this is how I have been doing it for months maybe even a year or more. In the past couple months every other week I am receiving a phone call first that my payments were early and I am only allowed to do this twice a year. If it continues to happen after the 2 times that payment will not be assumed a regular payment but an additional payment and my actual payment then will be considered missing. Then was told as technology changes banks accept payments faster and that I should now be paying on Monday to be sure it is there for Wednesday instead of Friday. Today (Tuesday) I recieve a phone call from again SDA stating that my payment (Due Tomorrow; Wednesday) is over due. I paid this payment Yesterday (Monday)I am tired of the *********** each month when I am only doing as I am told.*******************************************************************************************************************. And please stop letting them tell customers that there is no Supervisor or Upper Management. Everyone answers to someone and I'd like to speak to a manager and I want any of this that may be messing with my credit to be amended.

  Business response

  16/08/2022

  Business Response /* (1000, 5, 2022/06/29) */ Thank you for taking the time to talk to us. We trust this matter has been resolved to your satisfaction.

• Initial Complaint

  15/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Scoitia dealer advantage - 877-375-2771Acct# ******* bought a car and had a car loan through them in 2014, paid it off on Apr 25, 2018 and as of June 14, 2022, they have sill not closed out my account leaving a 9 dollar (I am assuming this is a residual interest amount) as past due. My account is considered OPEN still on my ******* profile and as such is damaging my credit . I have never been notifiied that there was an amount left on my account. When I was going to pay the loan off I had called for a buy out amount, received an amount, and I payed it within 24 hours.I called the number that i have included here 2 weeks ago after seeing my credit report, and I was hung up on, called back and transferred to numerous depts and as my account is so old they refused to help me. I need this account closed to that it will stop negatively affecting my credit report.I understand that it states account closed, ******************* but it is showing an amount owing and no date for closure. I want this resolved! *****************

  Business response

  16/08/2022

  Business Response /* (1000, 6, 2022/06/20) */ Good day, We tried to get in contact with you however has been unsuccessful in doing so. Please return our call to the number that was sent to you by email. Thank you,

• Initial Complaint

  30/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In August 2021, Scotia Dealer Advantage changed my payment date without properly informing my wife and I our payment was scheduled for the 30th of everymonth and when SDA's systems changed in August they also changed my payment date to the 1st. It wasnt until November when I was in *** ********* *******l dealing with a ******* ****** *** ** *** that I was informed I was late on my payments. As a representative from Scotia told me that until November they had a policy that they were not calling people unless over 30 days past due. I had paid extra money toward Scotia before going on my trip as I knew I was about 15 days behind half of a payment so wanted to get it caught up before I left. I asked to speak with a manager who in return told me that it was my fault that everyone recieved the letter and I would have to pay up. I made a payment arrangment and explained I would not be able to call back to change my payment date as I was staying in *** ******** until the end of December. When I returened I called right away and had to pay a defferal fee to get us back on track. I was told that the months I was late would not effect my credit, by various managers only to recently find out when trying to trade my two vehicles to lower our costs of ownership that Scotiabank reported us late for on our payments for the months of September, October, November, December/ 2021 and January of 2022 effecting our credit, and charging us a 50$ late fee on to our loan for each of those months increasing my balance to higher than what should be owed. Had I been notified prior to about the date change or even that I was paying late I would have resolved it immediatelly before leaving but wasnt given the opprotunity to. On top of this when my payment date was changed in august, Scotia automaically took a payment out of my account on August 7th leaving my *** account 150$ in arrears. I have tried getting managers to call me back for month, and have spent countless hours on the phone

  Business response

  30/05/2022

  Hello,
  
  As the customer has raised their concern to our Office of President, as part of Complaint Resolution process for further escalation, we will continue communication with them through the Office of President.
  
  Thank you,

• Initial Complaint

  26/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  During Covid and unemployment I had to make the tough decision to voluntarily surrender my 2017 ***** *** as I was struggling to make my by weekly payments.They did stop withdrawing payment and did send someone to repossess the vehicle.This was approximately April of 2021.I've been back to work a few months now and decided to purchase a reliable vehicle through another lender when we discovered that my account with Scotia Dealer Advantage was still open and over 436 days of inactivity.So the vehicle was repossessed as per my wish but the account remains open in my name preventing me from moving forward with another vehicle purchase.I'm fully aware that I helped create this situation impacting my already poor credit rating and am not blaming SDA for that.The issue is after several calls to Scotia Dealer Advantage I continue to get transferred from department to department with no answer on how they can or will release me from my previous obligation.I just need a response from someone, positive or negative.I don't know if you can or will help me with this but I feel like I'm out of options and don't know where else to turn.Thank you for your time and I look forward to hearing from you.***** * *******

  Business response

  27/05/2022

  BBB Reply : Good day, thank you for taking the time to discuss this matter with us. We trust that you are satisfied with the current resolution that we proposed to you.

  Customer response

  05/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  To whom it my concern,
  I certainly do appreciate that Scotia Dealer Advantage has finally looked into this outstanding issue, I'll have to assume it was a simple oversight on their part that kept my name on the account and in the credit bureau for over a year.
  I did receive a phone call stating that the oversight was being looked into and expedited.
  But I have now been informed that it can take the credit bureau up to 45 days to post the changes against my credit.
  I'm not looking to place fault on SDA, thing's happen and it appears it will eventually have a result.
  My issue still remains that this one oversight is the only thing preventing financing a vehicle now.
  All I really need is a email/ letting from SDA stating that I am no longer responsible nor do I have possession of the vehicle in question and that would satisfy the lender that I will be dealing with now.
  So maybe I've been a little long winded, I state it simply a phone call doesn't accomplish what I need, and apparently a email will.
  Thank you for your time.
  *** *******
  Cell: ###-###-####
  Email: *********@******.com

  Business response

  13/06/2022

  Good day,
  
  Thank you for taking the time to talk to us. We trust that this matter is now resolved.

• Initial Complaint

  20/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted Scotia Dealer Advantage in August 2021 to ask to defer my next payment, which I am entitled to do once every six months. The person I spoke to told me they had arranged this, and I hung up thinking everything was fine. Then, in September I got a phone call from Scotia Dealer Advantage, telling me that my payment was late. I was surprised by this, and explained to her the conversation that I had with the previous representative. She looked into it and saw that an error was made, and apologized. I thought this would resolve the issue. However, Scotia Dealer Advantage still reported this as a late payment to both ******* and **********, and this subsequently showed up on both of my credit reports. I called Scotia Dealer Advantage again to ask them to correct the information that had been sent to the credit bureaus. At first, they said they didn't see a delinquency on their end, and had me take screenshots of both of my credit reports and send them in secure emails to prove that this inaccurate negative information was showing up in my credit reports. After sending multiple emails and making multiple phone calls to follow up on this, they finally corrected the error with **********. However, the error was still not corrected with *******. I called Scotia Dealer Advantage again to ask them to make the correction with *******, and the person I spoke to told me to dispute it with ******* and include my ********** report with the dispute. I did this, but ******* responded by saying that they couldn't make the correction unless I provided documentation that these reported late payments were inaccurate. I called Scotia Dealer Advantage again, asking them for this documentation. However, they instead sent me a payout quote in the mail. I am incredibly frustrated. Scotia Dealer Advantage made a mistake that had a negative impact on my credit reports, and after eight months of trying to get them to fix it, they still haven't done so.

  Business response

  18/08/2022

  Business Response /* (1000, 5, 2022/05/27) */ Good day, thank you for taking the time to discuss this matter with us. We trust that you are satisfied with the current resolution that we proposed to you. Consumer Response /* (3000, 7, 2022/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept this response when I can confirm that the inaccurate information has indeed been removed from my credit report. Business Response /* (4000, 9, 2022/05/31) */ At this time, we have addressed the complaint and there is no more we can do but wait for the process to take place. We do not have any control over the third party, so we have no say over the timeline. It could take a few days, or up to 30-60 days Consumer Response /* (2000, 11, 2022/05/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will tentatively accept this proposed resolution, with the understanding that I can reopen this case if it turns out that Scotia Dealer Advantage have not communicated this correction to *******. Furthermore, they should provide further education/training to their representatives so that other customers don't have to go through the same ordeal that I did. This should have been resolved quickly and easily after I raised the issue with them the first time. Making a loyal customer have to make several phone calls over the course of eight months (and wait on hold for long periods of time each time I called), email proof of my ordeal multiple times, and providing me with misleading information about how to resolve this is a shameful way to do business. All of this could have easily been avoided with a little more professionalism and common courtesy.

*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. ↩