Complaints

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• Initial Complaint

  Date:01/30/2025

  Type:Billing 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.

  On 12/9/24 my brother-in-law, J*** ********, traded his 2022 Chevrolet Silverado 2500 to Coastal Chevrolet of Santa Barbara. The truck traded was financed with Coast Hills Credit Union and jointly owned with me and Jose. I provided the payoff given from Coast Hills at that time and the payoff was valid till 12/19/24. Approximately 3 weeks ago, I noticed that a truck payment of $1300 was taken from our account to pay for the truck payment due 12/26/24, indicating the loan had not been paid off. I called the dealership and was assured that they would send the payoff to the lender. Just last week, a letter of insurance lapse was sent from the lender and again I called the dealership, promises made again to pay off the loan. As of today, the loan is still outstanding. Another truck payment made today, 1/30/25. Seeking the loan to be paid in full and reimbursed 2 truck payments of $2600.00

  Business Response

  Date: 02/05/2025

  G****** ******,

  We apologize for the inconvenience this has caused. I do see we processed your brother-in-law trade payoff and a payment was mailed out to lender on 01/23/25 via USPS mail. I verified that the payoffs cleared as of 02/03/25. We again apologize for any inconvenience and will have our Customer Relation Manager reach out to you.

   

  Jonathan ***

  Customer Answer

  Date: 02/14/2025

  
  
  Complaint: 22878679
  
  I am rejecting this response because:

  I apologize for not responding sooner. I was on vacation and off the mainland.

  We have never received any phone calls or explanations as to why the payoff was not handled in the timely manner as stated on the retail installment contract that was entered into in December of 2024.  I made 3 phone calls to Coastal Chevrolet and kept being told the payoff was sent to the lender.

  I appreciate the fact that Mr. *** has indicated the loan is now paid off, 2 months later. In order to keep our credit from being jeopardized, we sent in the December and January payments on the truck and are out $2600.00.  Where is that refund?

  The attached letter was received and read by their office manager and the manager contacted Jose 2/12/25 and wanted to know why the dealership owed $2600.00 to him.  We made 2 additional payments to keep the account in good standing.

  Thank you for your time,

  
  
  Regards,
  
  G****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/17/2025

  Good Morning Mr. G****** ******,

   

  Our Customer Loyalty Manager E******** ***** did reach out to Mr. J*** ******** and spoke to him on 02/12/2025. She explained that our accounting office missed his deal payoff and when it was brought to our attention they immediately contacted the bank and sent out the payoff. In addition, we did 2 Day Air a check in the amount of $2569.64, the amount of the 2 payments that were made. Please see attachment of the check and the shipping label.

   

   

  J******* ***

  Customer Answer

  Date: 02/18/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22878679, and find that this resolution is satisfactory to me.
  
  Regards,
  
  G****** *****