ComplaintsforDesert Finance LLC

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Selling unsafety car without brakes working and transmission problem says after purchase car was ridge to not show error message I am requesting to get out this loan totally and have this company reviewed and take down due to lemon cars sold as salvage restored but not to mention not safe to drive

  Business response

  09/17/2024

  
  
  Thank you for reaching out. We understand your concerns, but we would like to clarify that we are the financial institution that provided the loan for your vehicle, not the dealership that sold it to you. While we are responsible for managing your loan, any issues or complaints related to the vehicle purchase or dealership services would need to be addressed directly with the dealership. If you have any questions regarding your loan or payments, we are here to assist you.

  Thank you!

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I purchased my vehicle from B&G Autos in September of 2022 and its been nothing but problems ever since. Working with the dealer and Desert Finance has been a nightmare. Recently Ive been trying to trade my vehicle somewhere else so I can be free from this mess, and the car that Im paying almost 20k on was valued at about $700. I currently owe just under 6k left on this vehicle meaning I am underwater on this loan and I want to be rid of it completely. I refuse to pay another ***** dollars on a car worth 700 when Im having to replace the transmission every few months. I want an ENTIRE refund on this ENTIRE loan, I dont want this car! I will take legal action if we cannot come to an agreement.

  Business response

  09/14/2024

  Thank you for reaching out to us. We understand how frustrating it can be when dealing with the financial aspects of a car loan and trade-in offers.
  However, its important to note that we are not responsible for the offers other dealerships may present. The difference between the offer you receive and the balance remaining on your current loan is determined by the market value of your vehicle and the policies of the other dealership. Unfortunately, this is outside our control.
  As for when the loan agreement was signed, it outlined the full repayment of the loan over the agreed-upon term. Unfortunately, since the contract is for the complete repayment of the loan, there isnt an option for a refund or reduction in the amount owed.
  We understand this may not be the answer you were hoping for, but were happy to assist you with any other questions or concerns you may have about your loan or vehicle.
  
  Thank you for your understanding.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into contract with Desert Finance in April 2022. I've been current on all payments and I have 100% payment history. About a year ago, (2023) Desert Fiance switched their provider on how payments would be made over the internet. I have not been able to process an online payment since. I've talked to managers, supervisors, account managers and no one has been able to resolve the issue. Since I'm unable to pay online I'm being charged a $5 processing fee each time a payment is being made. Desert Finace is telling me it's not their problem and they will not wave any processing fees for my payments. Desert Finance is telling me the only way I'm able to process payments is with an extra fee added. I should be afforded the same opportunities as any other customer. I shouldn't have to drive anywhere, I shouldn't be forced to pay extra because I'm unable to pay online like everyone else. I was told that my account was reset and I could now process online payments, but when I try it's the same issue from a year ago. On August 15, 2024, I spoke with a "********" who refused to spell her name or allow me the opportunity to speak with a manager in reference to being charged to make a payment. She refused to make any attempt to resolve the ongoing issues and went as far as telling me, "The manager will tell you the exact same thing!" I shouldn't have to drive, spend MORE money on a moneyorder and stamp to process a payment. I'm being penalized by being made to pay extra because they are unable to figure out why their system has not allowed me to make an online payment in over a year.

  Business response

  08/22/2024

   Good day! In response to the BBB complaint of *************************. As a ****************** Desert Finance LLC  has different types of payment options that we offer to our customers. Like as follows:
  1.Pay with debit or credit card, by phone or text 
   -Convenience fee of $5.00 is charged
  2. ***** Fargo (Money order or cash) 
  -No $5  Fee
  -Desert Finance LLC Account#: ************
  -send the receipt to ******************************** with your name/loan number on the subject line 
  3. Pay Online
  -No $5 Fee
  -***************************. You will need your loan number to register. 
  4. Enroll for automatic payments      
  -No $5 Fee
  -They dont have to call us every due date the system will just automatically take it out from their card/account 
       So for  Nee *********************,  on her first payment she paid over the phone with a live representative and was charged the extra $5.00 automatically by the system. After that  since she was already aware of the other payment options she registered and set up her login to myfexaccount online, the third payment option. Since then she was paying online without any issues and would sometimes call and pay over the phone and be charged $5.00 and would pay online again and after a few payments she would call again and pay over the phone and then continue paying online. 
        One day she said  she has issues paying online. We tried our best to help her over the phone, weve gone the extra mile just to help her but it turns out that she still has the same issue. So we offered and stated to her again all other payment options in order for her to continue paying without the $5.00 charge. At first she was paying by  depositing her payment to our account through ***** Fargo until she stopped  doing it and  started calling us and just paid over the phone with a live representative and was aware that she will be charged for the $5.00 fee for doing so.
          In short before we process the payment we always get her authorization verbally over the phone. The moment she would disagree we would give her the other options but still push to pay over the phone. The thing is a lot of our customers are still paying online with myfex account until now and have no issues. If sometimes we have system issues they can just manage on their own since its  only them that  have access to their login  and continue paying online. And for those that cannot login to their account anymore or those that have issues paying online and can no longer access their account they just have to choose the other payment options we have. 
       So for ************************* its not mandatory that she should be in that payment method and neither her or desert finance signed a document or contract that she should be in that payment method until she finished her loan with us. So again we told her our other payment options as stated above
       However, she still chose to pay over the phone with  the live representative and be charged for the $5.00. Every time she would complain about it we just have her choose from the other payment options we have so she can avoid to pay the $5.00 its just that she dont want to use them and just continue processing her payment over the phone with a live representative and will be automatically charge for the $5.00 fee. So it is her choice.

  
  

  Shalom

  
  

  ***************************

  

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a disabled individual, I was a nurse and became very ill, almost died. Because of this my familys lives were turned updsidendown. We lost everything so when this finance company at B and G Auto in ****** agreed to finance me a car, I was ecstatic. I put a down payment and also paid like $400 in tab and tax fee at purchase. I was informed they just upgraded their warranty ti 3 year ***** mile and included battery and tires as well. Everything seemed great and I drove off. Ever since we got the car, things started going wrong and it was impossible to get help. The sales *************** refused to answer my calls or return them. Desert Finance refused to return my calls. Then come to find out, the cash I paid for tabs and tax did not go to that and they started charging me extra after me telling them what was happening, on deaf ears. Then I find out that another lie was that I did not have the upgraded warranty, that was yet another lie because the battery went bad very quickly and tires were bald and had 3 blow outs back to back and they refused to honor anything or offer any assistance. The guy at Desert Finance **** was very nice but couldnt really help me. So Ive been paying over $800 per month for a 2019 Kia **** that cannot even be driven because of lies from the dealership. There were other mechanical things like a very bent control arm that was obviously an old situation before I got the car. They also never told me it was a salvage title vehicle either. The sales guy did not go over any of the paperwork with me but I was happy someone was helping, and honestly not in the right state of mind to even be making a purchase like this according to my physician, and the red signs didnt occur to me. Then cut to they finally say bring it to the service center, only to tell me the closest service center is OVER 2 HOURS AWAY from me! This place is a complete con that preys on the disabled and vulnerable and should be shut down! This is all facts me.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My car got totaled and it was a loss Desert finance llc had communication and settled with insurance carrier stonegate insurance it was already out of my hands spoke to them and they said I had no worries but they took over 100 points off my credit after knowing a check was issued on march 11th and as of today they cashed the check and closed account

• Initial Complaint

  01/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Desert Finance customer service is horrible! I called on Tuesday January 9th to obtain a copy of my contract and after being placed on hold for 10 minutes ******* *************** came back and said he sent the request to upper management and I will receive a copy of my contract in ***** hours. On Saturday January 13 I still had not received the copy of my contract so I called Desert Finance again to find out what was going on and I spoke to the same representative who kept giving me the run around and became very rude and unprofessional and when he told me he put another request in I asked how much longer I would have to wait to receive a copy of my contract he made a smart remark and said probably a week which really upset me and I asked to speak to a supervisor or some one above him he told me no and said to hang up and call back to speak to another rep and flat out refused to get a supervisor. Eventually he hung up on me. I called back an a female rep answered I asked to speak to a supervisor she immediately said there isn't one and hung up on me! Before she did that I had not even given my account information so this just seems like common practice for them to hang up on customers when they ask for a supervisor! I called back a 3rd time and spoke to a representative named ****** and by this time I was furious! I explained why I was calling and all I was needing was a copy of my contract and I don't understand why it is so complicated to obtain a copy. He tried to locate a copy for me but it has never been uploaded into my account he escalated the request and said I would have it by Monday January 15. I went to the dealership where I purchased the vehicle and they don't have any copies either because they send all paperwork to Desert Finance. This place is a joke I'm never late on my payments and this is how they treat their customers over a simple easy request! Horrible company!! I have had my vehicle for nearly 2 years and every interaction with customer service with ********************** has been horrible!!

  Business response

  01/16/2024

  Hello I'm sorry for the misunderstanding. I will personally talk to our Finance team. Usually, they do have to get approval to send any emails. I will check all the calls coming from ************************* and will come up with a better tragedy when it comes to this type of matter. We will send via email a copy of the contract. I usually get feed back from customer at my direct number. Client services **********

  Customer response

  01/16/2024

  I have spoken to ******* in client service and she was able to provide me a copy of my contract. It should not have taken a week and for client service to get involved for me to simply obtain a copy of my contract. The way customer serve has conducted them selves is highly unprofessional and I was hung up on multiple times after requesting to speak with a supervisor or a higher up. I was told to hang up and speak to another representative. When the customer service representative let me know he sent another request I asked who was that request sent to he replied by stating that is irrelevant. I have worked in customer service for many years and have never spoke to any customer the way I was treated and spoke to by these representatives. I also have never had to wait over a week to obtain a simple document. Something seriously needs to be done to change their process in these types of situations and some serious customer service training needs to happen on how to treat customers. I have had my vehicle for almost 2 years and I have a great payment history. The behavior of these customer service representative is very unacceptable. But thank you to client service for doing their job for them when it should have been done a week ago!

  Business response

  01/17/2024

  Desert Finance is working on getting contracts faster for our customers. I was able to speak to ****** and email all documents she signed. I hope this got the problem resolved

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my vehicle off on December 11,2023 and as of today December 12, 2023 I havent reviewed my vehicle or had little to no updates. On 12/15/23 I requested to pick my car up and ***** informed me that I couldnt because the door was off. I called to see if I could pay on Jan. 5th because I have been unable to get to work with out the car that I have been paying on. ************* the account manager would not listen to me and raised her voice and informed me that she would not work with me and hung up in my face. Horrible communication and horrible customer service. This place is very unprofessional and they dont take consideration into how they treat their customers

  Business response

  01/03/2024

  Car was at service on Dec 15th at our West phoenix Shop for a safety inspection. Car was stolen and recovered. Usually, when we got the car at the mechanic shop, we got a diagnose. Car needed whole new steering column, new ignition switch, the back window elevator, and we also do a full inspection on the car. As of right now we are still waiting on the back window elevator that part was sent back because it was the wrong one. Customer is aware of the back window, and she preferred to leave the car there. We are doing all we can to get this done soon. 

• Initial Complaint

  12/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This car company has been shady time and time again. They have not provide me with any contract documents. I get rudely hung up on anytime I have to call them. Their customer service reps do not know how to handle and help customers out. My account has been, car been turned off plenty of times and they do not accept payment arrangements in times of hardship. I have recordings and continues examples of them being horrible to me. This is my 2nd complaint because of how unprofessional this company is and I am moving to a different loan company ASAP. Please get rid of their business.

  Business response

  12/26/2023

  I called customer about this complaint. After reviewing his acct I found out that Customer is constantly late on payments. Always asking for extensions. As of right now the acct has been passed due for 4 days.  This time we couldn't extend one more payment and he is not happy. I contacted customer to see if I can help, maybe with another extension, he said he doesn't want my help he already took a decision and will refinance with another company. We are usually flexible with our customers.

  Customer response

  12/26/2023

  They are frauds trying to protect their name. Im only 4 days late because they were unwilling to work with me. I have been paying in full on time for 3 months with partial or late payments. They representative I last spoke with has rudely hung up on me and yelled at me consistently. Its always an issue when I have to call them and they are very unprofessional. I HAVE VIDEO RECORDINGS. Also these people did not tell me that the car I purchased was a salvage title. I have no received any paperwork documents from the day of purchase. Stop the lying!!!

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To touch basis.. on the last review car was not repossessed from desert financial I was communicating with the business prior to any payment due to get the vehicle returned.. and we were going back and forth because I felt u comfortable driving it. And ofcourse they finally call back after telling me on a recorded line to keep the car until she finds a solution. And I denied the solution the same day I drove the car back to the dealer because I decided to have someone follow me for safety.. they waited one day after my payment was due and then said it was repossessed.. when I have phone calls and time stamps proving my situation because from the start I knew rhey were shady. And having someone sign papers saying the car is as is.. leans nothing if you don't disclose the issues with the car. Also 24k or 2 year warranty but were not fixing cars properly. And were using used parts... example one of these issues when I first bought the car before it left the lot was quote fixed.... 4 days later same light came one. That tells me mechanics are not fixing the issue they are putting an bandage on it to save money.... these issues will be addressed, this company is going to hurt someone and hide behind paper work. And it was almost me on 3 separate occasions with one being almost hurting someone eles on the freeway

  Business response

  12/27/2023

  This acct was closed back in July 24,2023. Our last repairs were in April of 2023. Customer drove the car for about 3 months with out us looking at the car or having any appts. meaning there were no issues. The only one time we repair the vehicle as on April 2023. Acct was charge off because customer surrender the vehicle and was behind on payments. 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I got a vehicle with desert finance. A 2016 altima. THE FIRST DAY not the. I was of the free way and the bumper rips off and Flys the vehicle behind me.. it scared me because a person could have been killed. I found out under the bumper there were peices zip tied to hold in place. I talk to the dealer about returning the car I even have pics.. they convinced me to keep it they will fix that and the zip tied plastic parts under rhe bumper only for me to get the car back the next day and parts were still zipped tied... I let it go.. drive again on the free way during a curve. Not even a week after and power steering goes out. Again dangerous and scary. Also emergency break light kept flashing. Which they claimed to have fixed and inspect the car before hand. They lied multiple occasions and put me in a situation where me or others could of lost a life.. I called multiple times and told them the vehicle was not road safe. They told me to wait they will fix and find a solution. I declined because the vehicle was not safe.. fast forward they call me the day after my payment was due. Told me to return it.. they then told Me missed two payments. And now tell me I'm on the hook for basically 20k loan for a vehicle that on 3 different occasions almost killed me and someone eles. That's pretty scary. I have all photos .. phone call time stamps of me contacting them before any payments were behind to return the car due to safety reasons.. I screenshot everything incase they attempt to lie and say I was late and car was deactivated when I tried to return the vehicle twice. And was told to wait until I got a call back. Ontop of phone recordings.. I'm ready for the battle. Btw the pics it's the same car under the bumper was red and you can see the zip tie also. The dealership I went to blocked me on social media because I commented for people to check the Vin before purchase

  Business response

  12/22/2023

  This acct was charge off back in July 24, 2023 due to nonpayment and was repossessed.   Our customers sign 3 papers on the contract acknowledging that the car is a restored salvage. Our cars come with a warranty of ****** miles or 2 years. We did fix the vehicle back in 4/12/2023.

*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. ↩