Complaints

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a accident with the car I had from there and this was August 14 th and they are still taking out payments from our account when we only owed 900 for the tow and storage but now all of a sudden we have ******* to pay yet we wanted to work with them and get a new car but no way they will not let me as a person say were my money is going they say from here on out they will only speak to mark because I said I was calling thenbbb and that was a threat to the finance team I guess when they harassed me and hun up on me and said they would send me to the voice mail and delete it I was very upset and I stop payment in anyway that was a threat to my finances and they didnt use the gap coverage we had that we were paying for to cover the car they just crept making the payment to the totaled car.

  Business response

  10/30/2023

  ******,

  Thank you for taking the time to write your complaint.  Unfortunately, the complaint needs to be filed with your lender which is Clearwater Finance Solutions ***** as all of your complaint is referencing your correspondence with them.  Thank you and have a great day.

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

   

  Business response

  11/13/2023

  Customer was in an accident in July 2023 and only had ******************************** This covers the vehicle only and does not provide any roadside assistance.  There was no GAP coverage as stated by consumer in complaint.  Customers called in stating vehicle was at ***************** in ********** and they were going to work with them and not charge them storage fees and would get vehicle out and to the shop we work with Clearwater service to have the collateral protection insurance claim assessment. They made contact with ***************** to pick up vehicle and were told that they had an outstanding bill of over $2,000 due to storage and they cannot afford it. Customer stated that she was just going to let it sit there because she was not going to pay that to get the vehicle to us. We made contact with ***************** and negotiated it down to $992.87. Reached the co-buyer and advised them of the fees- $992.87 for the impound and $200.00 tow charge due to Clearwater ******** ********* claim was processed. Balance of loan was $7,124.95- ********* covered $6,313.08 as a Total Loss, which left a principle balance of $811.87 and the $992.87 Impound fee and $200 towing bill.  After several attempts to resolve this with primary borrower, personal threats towards a specific employee took place and attorney was mentioned. At this time we advised her that if she had an attorney we would need their information or to have them contact us. Communication was made with the co-buyer mid September and an arrangement was made to get impound fees and principle balance paid.  Unfortunately this has not been completely followed through on and we have not had any contact with borrowers since September.

*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. ↩