Complaints

This profile includes complaints for CAG Acceptance LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CAG Acceptance LLC

  1208 W Broadway Rd Mesa, AZ 85202-1110

  
• 

  CAG Acceptance LLC

  PO Box 40488 Mesa, AZ 85274-0488

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against CAG Acceptance due to the unprofessional and outright hostile customer service I have consistently received from one of their employees, ********/********, over the past four years. While every other representative I have spoken with has been professional and courteouseven when delivering difficult newsmy interactions with ********/******** have been the complete opposite.Each time I have had the misfortune of speaking with her, she has been demeaning, condescending, and incredibly rude. Her tone is unprofessional, and her attitude is hostile from the very moment she answers the phone, before I even have the chance to provide my information. This is not an isolated incident but a pattern of behavior that has remained consistent over the years. Most recently, as of today, I experienced the same treatment once again.Her manner of speaking is so aggressive and inappropriate that it makes me feel anxious, scared, and deeply uncomfortable whenever I am forced to interact with her. This goes beyond poor customer serviceit feels personal, as if I am being specifically *********** a paying customer, I expect to be treated with basic respect and professionalism. No one should feel afraid to contact their loan company due to the behavior of a single employee. I urge CAG Acceptance to take this complaint seriously and address the ongoing misconduct by this representative. If this behavior is not corrected, I will have no choice but to escalate my concerns further.I appreciate your attention to this matter and look forward to your prompt response regarding the actions that will be taken to resolve this issue.

  

  Business Response

  Date: 03/04/2025

  Thank you for reaching out and sharing your experience, we value our customers and take all feedback seriously.   We apologize for any inconvenience you experienced, providing excellent customer service is our priority, and we regret that we fell short in this instance.   After reviewing your case, we found that there was a miscommunication regarding the temporary reduced payment program you were on, we understand how this may have caused frustration.  To resolve this matter, we have worked with our loan servicing agents to ensure better communication and a better experience moving forward.   Additionally, it appears that the manager of that department spoke with you on the 25th of February and assisted you in reinstating that program and was able to amicably resolve this matter.  We appreciate your feedback and the opportunity to improve.  

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CAG acceptance has a horrid customer service, they also harass individuals who have loans through them. They refuse to allow you to refinance with a different company. They only sale vehicles at WHOLESALE and they DO NOT notify or make sure the individual understands that. This company also sales people LEMON CARS they refuse to fix what they originally did not fix and getting out of the loan is near impossible because they charge too much for the vehicle and the amount of negative equity no one will cover, they force people to stay with their crooked company.

  

  Business Response

  Date: 01/22/2025

  Thank you for reaching out regarding your concerns.  We value your feedback and appreciate the opportunity to clarify the situation.   After reviewing your account, we were unable to find where CAG Acceptance has had any recent conversations with you regarding your complaint.   We did follow up with our ******* Speedway dealership who advised us that you were inquiring about trading out of the current vehicle you have financed with CAG Acceptance, LLC and they were unable to offer any assistance with a new purchase.  At this time, we feel that your complaint would be better answered by ******************************* and encourage you to follow up with them directly for clarification on your matter.   We are here to help and committed to addressing any further concerns you may have.  Thank you again for giving us the opportunity to respond to this matter and we appreciate your understanding.  

  Customer Answer

  Date: 01/22/2025

  i will not he going back to the dealership that screwed me over in the first place, and I do not call CAG acceptance because their customer service **** are not nice or professional, i honestly would rather not deal with them and their arrogance. 

  

  Business Response

  Date: 01/23/2025

  Thank you for bringing your concerns to our attention.  We deeply regret to hear that your experience with the dealership and our finance company dissatisfied.   At CAG Acceptance, customer satisfaction is our top priority and we take your feedback seriously.    While we strive to ensure a positive and transparent experience for all our customers, we understand that there may have been some shortcomings in your case.   We would like the opportunity to address your concerns and work toward a resolution that meets your expectations.    If you are open to it, please contact our office directly at ************ and ask to speak with a manager so we can better understand the details of your experience and identify how we can assist.  We value your feedback and want to improve where necessary to ensure better experiences in the future.   Again, we apologize for any inconvenience caused and hope to have the opportunity to make this right.  

• Initial Complaint

  Date:10/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/29/24, I received notification that CAG Acceptance conducted an Auto Inquiry and pulled a copy of my Experian credit report without my permission. While I currently have an auto loan with them and am behind on payments, this does not authorize them to access my credit report without my knowledge. This action resulted in a Hard Credit Inquiry on my report, which I would like removed. I would also appreciate clarification on who authorized the retrieval of my credit report.

  

  Business Response

  Date: 11/07/2024

  Thank you for reaching out regarding your concerns. We value your feedback and appreciate the opportunity to clarify the situation.  In reviewing your account, we noted that CAG Acceptance, LLC recently accessed your credit report after a period of delinquency. Please understand that it is a standard practice for us, as a financial services provider, to conduct regular assessments of our accounts. These assessments include credit bureau reviews, which may help us evaluate the current financial health of a customer, determine eligibility for payment programs and other aspects related to account servicing. We want to emphasize that these credit bureau pulls comply with both federal regulations and our internal policies. Our intention is to maintain accurate records and ensure responsible account management, both for our customers and our company. We do not take these actions lightly and conduct them solely in situations where they are necessary. If you have additional questions or would like to discuss this further, please feel free to contact our customer service team at ************.  We are here to help and committed to addressing any further concerns you may have. Thank you again for giving us the chance to respond to this matter, and we appreciate your understanding.
  

  Customer Answer

  Date: 11/07/2024

  You are not authorized to access my credit report without my explicit permission, regardless of the reason given, nor are you authorized to contact my workplace regarding personal matters. I do not accept this response and will be consulting with an attorney regarding this issue. I do not appreciate being harassed during work hours, as this has caused disruptions and raised questions from my managers about personal matters I would prefer to keep private.
  Please confirm that any further contact will be made via email only and that no additional attempts will be made to reach me at my workplace.  

  

  Business Response

  Date: 11/07/2024

  Thank you for responding.   Please be advised, due to the current status of your account with **********************, the attempts to communicate with you to resolve the matter amicably will continue, however as requested, we will notate your file to no longer contact you at your place of employment to prevent disruption. We do encourage you to contact our office at your earliest opportunity to discuss this matter and your options available.   With regards to your concern about the credit inquiry placed by CAG Acceptance on 10/29/2024, the application that you signed on 09/27/2023 gave CAG Acceptance the continued permission to submit credit inquiries after a period of continued delinquency.  Please understand that is standard practice for us, as a financial services provider, to conduct regular assessments of our accounts.  These assessments include credit bureau reviews, which help us make informed decisions regarding credit limits, risk malmanagement and other aspects related to account servicing..  We have several programs that may assist you with your current financial hardship and encourage you to contact our office for more information at ************.   We look forward to hearing from you soon.  

   

   

   

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CAG Acceptance has been using unfair practices. CAG Acceptance has violated the Fair Debt Collection Practices Act. In 2022, when I lost my job in ********* , I let *** know because they send out emails and let it known that they work with people on payments. After the first time they helped, they harassed me for a payment. They said they had my name on an automated system to where they would call me even if I didnt owe money. I have emails as well. Now in 2024 , my car was repossessed because they didnt want to work with me on payments. They wasnt trying to take 200$ a week not even a 100$ a week to work with me. They didnt communicate about the auction of my car. They only sent a letter of what I owe. In May 2024 my account was closed. In September 2024, *** called me stating that I need to get on a payment plan with them or they will sue me. It be ******* *** who I been speaking to most of the time. ******* said I have till 9/16/2024 to give an answer on what I will do because if I dont accept a 400/500$ payment plan they will send it to an attorney. She just emailed me today 9/12/2024 stating that she need an answer now. Since I been involved with this company I been getting harassed. I miss one payment and they harassing me. I can get my phone logs from T-Mobile . I have repeated emails. I have been a communicating customer I been letting them know every time I have been unemployed due to these jobs just laying employees off. This has got out of hand. Something needs to be done with this company. They can not harass and threaten people. I havent heard nothing from CAG Acceptance now Im getting threats of being sued. CAG are hypocrites. They need to be closed down. ******* said I owe 20 thousand but on my credit it only says 16 thousand as well.

  

  Business Response

  Date: 09/18/2024

  Ms. ******* thank you for reaching out and giving us an opportunity to address your concerns/complaints.   We are sorry to hear of your previous struggles and sincerely hope that you have found some relief since.  We understand how concerning it can be to receive communications regarding a remaining balance you may owe and apologize for any confusion this may have caused.  Rest assured, we have extensively reviewed your complaint and your loan with CAG Acceptance, LLC and our investigation shows that there is an outstanding balance that is owed against that loan.  A Statement of Final Accounting was mailed to your last known address back on June 6, 2024 which provided you with an explanation of this balance.   We would be happy to help you resolve this matter through a revised payment agreement,however you will need to communicate directly with our ************************* by contacting us at ************ to facilitate that agreement.    We look forward to hearing from you soon.  

  Customer Answer

  Date: 09/19/2024

  *** didnt perform proper communication. I didnt receive the list that contains the items that was in my car like my birth certificate for an example. *** reported to the credit bureau of a late payment in March but I didnt have the car in March. To call me and say I have a certain time to agree to a 500$ payment agreement or I will get sued is unethical and illegal. You can not threaten a customer to get money out of them. I need a reasonable payment plan. If I couldnt pay 500$ a month due to job losses and lay offs. I can control the automotive industry. When production goes down employees have to be laid off. *** didnt care. They advertised that they care and work with people when in reality they send threats over the phone to get people to agree to their terms. The legal system like to call that fall advertising and illegal debt collection. If my car note was 522 which I dont think I shouldve been paying 522 for a 2016 Chrysler 200 anyways but if I couldnt pay it then due to my job loss why would I be able to pay 500 now ? I am a single mother. Lets be reasonable here. I will call that number after *** tells BBB a new and reasonable offer with the payment plan.

  

  Business Response

  Date: 09/19/2024

  Ms. ******, thank you again for the additional information.  We are unable to comment as to the items that may have been in your vehicle at time of repossession, as all of those items would have been collected and inventoried by the recovering agent before delivery to auction.  Typically, the agent will hold personal property at their location for 30 calendar days and then dispose of it properly if it is not recovered by the consumer.   With regards to our repayment options, they are based on the unpaid balance after sale proceeds and all other available refunds are applied towards the loan.  Our revised payment program allows our customers to make a lower payment towards the deficiency than what was originally contracted.  The revised monthly payment is based on the unpaid balance due and is tiered.  The revised payment program also has additional benefits like allowing CAG Acceptance to reduce and even eliminate interest and fees to assist our customers in paying off the deficiency balance faster.   CAG Acceptance, LLC would be happy to discuss this program with you by calling our office at ************.     

  Customer Answer

  Date: 09/25/2024

  so why wasnt I contacted about the items in the car? You cant comment on that? You should be able to thats apart of the process that you suppose to do and you guys didnt. I know my laws. I looked them up. Unfair practices. My birth certificate was in my car for example so thats something I shouldve been contacted about. Instead *** only worried about collecting money. When ******* *** called me she didnt say nothing about a program that can lower payments. I am unemployed which I told her and she still replied to say I have to agree to a 500-600$ payment plan or I will be sued. Threatening to sue me for a payment plan is unfair and illegal practices. I am beyond tired of the threats and demands yall been doing over the past 2 years. I want BBB to see and know the actual number you guys want me to pay as a payment plan. It shouldnt go off what I owe that doesnt make sense . The payment should be based on what I can afford. Thats the point of a payment plan to work with a customer to see what they can afford to pay. *** says yall work with people on payments when I had the car and still wasnt really working with me yall still said yall going to work with me and still picked up my car. I do not trust *** at all. I want BBB to know everything because CAG is not to be trusted. Can I please have a number or an estimate before I agree to call you guys ?

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is doing fraudulent practices. They are charging fees to change due dates. They are charging fees to enter a hardship plan. I signed a agreement with them for a 2013 *** X5. After they setup the payment dates incorrectly from my pay dates, I have emailed and asked many times for a change then a new agent began saying that their is a $35 fee to change the due dates. I was told by one person that my account needed to be current and that i will qualify for the hardship plan. As of 2/27/2024, my account was paid in full and current, I requested the hardship plan and now they are saying i Need to pay 35$ or the plan will be cancelled.

  

  Business Response

  Date: 02/29/2024

  CAG Acceptance has received your complaint and has researched your account thoroughly. Upon review of the account, we found that the first payment was due 45 days from the purchase date as shown on both the Retail Sales Installment Contract as well as the Welcome Letter that was mailed to the address on file.  Additionally, a this is something that was also discussed during the Welcome call that was placed by our ****************** shortly after sale   Please note, this date *** not align with the dates in which you are paid,  which is why we offer the opportunity to change the due dates without cost within the first 90 days of the loan.  It appears from the notes on the account that several offers were extended to you within that time frame, however due to the on-going issues you were experiencing with your financial institution, this put your account into a status that prevented any changes from being made until those matters were resolved.  Unfortunately, by the time the matter was rectified, the initial 90 day period expired and the fee was accessed.  We understand that everyone experiences financial hardships that *** result in the inability to maintain a payment structure, which is why the ability to temporarily modify payments and due dates exists.  Finally, it appears that you were recently able to successfully complete the requirements needed to modify the loan and the account is once again in a favorable status.  

• Initial Complaint

  Date:01/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has violated my civil rights, they would turn off the car anytime the wanted without notice, without concerns of my childrens needs, I called them and explained that was wrong, and the health reason, without remorse it continued, I have suffered more than 12 years dealing with credit issues, because they refused to move on as a normal moral legitimate company, CAG Financial has ruined my credit history, and now is ruining my health, my finances and my familys future. They use the law to bully not only me but other ******* Families, they repossessed the vehicle and now the want me to pay twice of the value of the car.

  

  Business Response

  Date: 01/15/2024

  CAG Acceptance, LLC has received this dispute and have reviewed the matter in its entirety.  Due to a default of contractual obligations of her Retail Sales Agreement, ********************** was left with a deficiency balance that she was either unwilling to or unable to voluntarily payoff . Unfortunately, this left CAG Acceptance, LLC with no other alternatives, but to involve our consumer collections firm.   We are sorry to hear that she feels we have violated her civil rights and would be happy to discuss other means of resolution with her directly if she is interested.  ********************** is welcome to contact the handling Attorney at the ********************************************************** at ************ for additional information.   We hope to work with ********************** to find a suitable arrangement for all parties involved.  

  Customer Answer

  Date: 01/15/2024

  I do not accept that, CAG  repo that car sold the car and is billing me for more that the car was worth. CAG has been harassing me for years, ruined my credit and now bullying financially. Even after I told them that it was illegal to install a device of that kind. My sons health paid the consequences. 

  

  Business Response

  Date: 01/16/2024

  Due to the default in contractual obligations, CAG Acceptance, LLC was left with no other options but to pursue the deficiency balance through civil litigation.   If ********************** would like to discuss her options available to resolve the matter, she is welcome to follow up with our attorney's office by calling ************ to speak with the handling attorney.   

  Customer Answer

  Date: 01/16/2024

  I did talk to your attorney, after my wages were garnished 5-6 times without me knowing about it, apparently I was served in an illegal way, there was a court hearing were I was NOT present because I never received any notification, how is that not violating my rights?, I was not allowed to defend myself, stand up to unfair businesses that take advantage of us consumers. After being forced to pay, after 8 years of destroying my credit, it seems that your companys actions are dishonest and vengeful. 

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have my loan through CAG and there is a device that is able to shut my car off completely and prevent it from starting if payment is not made. I made my payment on the due date and because of a "glitch" my vehicle was shut off on April 15, 2023 and I was not able to report to work on April 15 or 16 due to this. I called at 8:06AM, Monday April 17 and was told about the glitch and they would resend a code and within five minutes the vehicle would start. I waited several minutes and attempted to start it and still nothing. I call back and was told the code failed to register. No follow up or any kind of service was made by the team at CAG. This is very disappointing as I then has to go through additional steps to get my vehicle to work again and the team at CAG is beyibd rude, disrespectful and have no regard for their customers. If anyone has any sort of issue over the weekend they are out of luck because CAG doesn't work weekends. The agent who was attempting to help me was pushing me off to basically deal with the issue myself as if it is my job to call their vendors for products they implement in their customers vehicles.

  

  Business Response

  Date: 04/18/2023

  ********************** contacted our office regarding the inability to engage the vehicle and we promptly got working on troubleshooting the issue. We assured ********************** that the proper codes were sent the day the payment was made and apologized that he was experiencing this issue but guaranteed him that we are working as quickly as we could to resolve his situation. We educated ********************** about the 24/7 assistance line that is always available for him should this situation happen outside of our normal business hours and also provided him with that contact information. After doing a hard reset on ************************ device, we were successfully able to get the code to go through and ************************** matter was amicably resolved. 

  Customer Answer

  Date: 04/18/2023

  Information was not provided by CAG on who to contact after hours. Also I inquired if there was 24/7 coverage and was told no there was not. Also, the issue was not promptly worked on as I was never offered any follow up from CAG. I had to call in to find out the code still did not work. As of this time no after hour contact information has been provided by CAG. 

  

  Business Response

  Date: 04/18/2023

  An email has been sent ********************** the information to PassTime which is the servicer of the device that is in the vehicle to have on hand in the event that this should happen again outside of our normal business hours.  

  Customer Answer

  Date: 04/19/2023

  Although I do appreciate CAG providing the phone number to me, that is not the reason for my complaint and I am wanting to speak to an executive team member regarding their support staff. I would like to speak to a member of the executive team via phone to discuss the many issues with their support team. This is not a one time occurrence and it also has happened to several other customers as shown on the many negative ****** reviews. 

   

  Providing me a phone number is not going to resolve the issue with their staff. 

• Initial Complaint

  Date:02/18/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Been a customer for a year or so. I tried to explain my situation. They were not understanding. I am late on a small payment but they keep harassing me by calling an calling. Then I try to talk to them but they wont listen nor be lenient on the situation. I still make the payments an maybe a some days behind but still cover the payments. Their employees are rude an selfish, they dont understand but just continue to harass me on the phone constantly calling. I tried to make the payments for the vehicle but now they locked me out of the account and wont let me make a payment. Its absurd. How can I make the payment if they locked me out the account on their website? Especially if the payment is like a two weeks or less late. But in my situation an I am trying.

  

  Business Response

  Date: 02/27/2023

  It is customary for our Loan Servicing agents to reach out to our customers to discuss the current status of their account with CAG Acceptance and to offer any and all assistance available.  Our goal with every customer, is to listen intently to amicably resolve hardships that our customers may be facing  Unfortunately, the offers that were extended to ******************** were unobtainable at those times, however CAG Acceptance and ******************** continued to work together and have positively resolved ************************ hardship and have successfully restored his loan to a satisfactory status.  ******************** has never been restricted from viewing the current status of his account online.  

  Customer Answer

  Date: 02/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:06/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I refinance my car with another company. My car has a pastime machine in where they have disable my car and I have been stuck at home for 3 days due to my car not being driveable due to their misconduct! I wa told I didnt have have to turn in pass time item many times. ******* stated cag made a huge mistake and now Im without a car

  

  Business Response

  Date: 01/23/2023

  In March 2022, Ms. ******** loan was paid in full by another company,   ****************** was advised to bring the vehicle in to our location to have the starter interrupt system removed by one of our technicians.  ****************** advised us that her work schedule prohibited her ability to come into the office during the week and asked for another option.  We sent her instructions on how to remove the device herself and also advised that she could take the vehicle to any mechanic of her choice to have the device removed as well.  ****************** advised us that she would take care of it and we did not hear from her again for another 90 days when she contacted our office to advise us that her vehicle was not turning on. We attempted many times to send a code to allow the vehicle to be started, but unfortunately, her vehicles battery was inoperable.  As courtesy to ******************, we had the vehicle towed in at our expense, removed the device and refunded her fee for that device that was originally deducted from the payoff that we received in March 2022.       

• Initial Complaint

  Date:05/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 25 2022 I was involved an a hit and run in which my ********************************************************************************************************************************************* about this amount due which is a little over $200 I am not going to pay for something that should of been frozen if they want there money they can ask the insurance also I made a payment in March and on my credit report it shows no data I have told them repeatedly that I am not paying anything I have not had the car since February the car was in my insurance has had possession as of the vehicle since March 11 or the 14th

  

  Business Response

  Date: 01/23/2023

  In February 2022, **************** experienced covered loss with his 2014 ********** Jetta that is financed with CAG Acceptance.   **************** filed a claim with his ****** and they paid the value.  It is not out of the ordinary for a deficiency balance to remain, which is why our office initiated a claim with his *** provider to pay towards that balance.  After the *** payment was received and posted, there was a small remaining balance and **************** was notified.  **************** was given several payment options to choose from, however, to date, this balance remains unpaid.