ComplaintsforPromace Imports

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a car from this buy here pay here company , from GA , i travel to work so i was in ** in the time of me being in ** my daughter got hit by a car , they repoed the car on Dec 10 and when i called to pay the balanced owe they told me i had to pay the whole balance off to get the car back so they went from telling me to pay 2000$ to 6000$ to get the car back i explained to them that is not what the lease agreement said they going to say their hands are tied . I owed nov and then my payment for dec 2 , they picked up the car the 10th im not even a full month late on the payment .

  

  Business response

  01/25/2022

  We attempted multiple times to reach customer about her late payment, there was no response from customer during this time. The account was 38 days past due by the time we repossessed the vehicle. A 10 day certified letter was sent to the last known address letting the customer know options. We also advised customer over the phone the amount she needed to pay to redeem the vehicle including all fees that were incurred. On December 24th, We also provided options to make the payment and she said that she would make the payment before the 10 day notice we mailed. 

  Customer response

  01/26/2022

   
  Complaint: 16369037
  
  I am rejecting this response because:
  When they repo the car Dec 10 , i called to ask how much would it be for me to get my car back they told me 2021 i called back to pay that amount they had already changed it to **** now telling me i had to pay the whole loan off when it does not say that on the repossession contract , they changed the price three times then when i called before the holidays say i would even pay the **** they said okay wait till Monday, monday came they told me oo we moved the car to PA so if you would like it pay the **** but you have to drive to go get it  . I attached all the emails I received from them 

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

  

  Business response

  01/31/2022

  The customer has always had the chance to redeem the car. We have given her the amount that she needed to pay, the proof is the email she has from us. We also advise that she has 10 days from the repossession date to make payment. She called after the 10 days that we advised before, and we were still willing to give the car back to her but unfortunately the car was already moved from the recovery lot because storage fees will start to apply. We will attach copy of the Notice of plan to sell property that was sent via certified mail to the address she provided at the date of the contract, where it states the 10 days, she had to redeem the car. Also attached the receipts from the recovery company and also the transaction for the transportation that was paid after the 10 days were advised. Finally, we attached the repossession agreement that the customer was given and signed at the time she purchased the vehicle, it explained that she understood that she could redeem the car by making the full payment for the car and this payment will include any costs that were incurred in the process. As you can see, we have done everything as the contract and the agreement states, we did not overcharge customer and give her the time to redeem the car. 

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