Complaints

This profile includes complaints for E-Z Loan Auto Sales, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  E-Z Loan Auto Sales, Inc.

  2227 Elmwood Ave Buffalo, NY 14216-1010

  
• 

  E-Z Loan Auto Sales, Inc.

  9635 Niagara Falls Blvd Niagara Falls, NY 14304

  
• 

  E-Z Loan Auto Sales, Inc.

  6145 South Transit Road Lockport, NY 14094

  

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:11/13/2023

  Type:Service or Repair 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.

  they lying to me saying they replaced the transmission on my 2016 town and country and they didn't I paid $500 deductible and they rest got paid through I guess E-Z Loan Auto Sales of Lockport but some body is stealing money because they charge $3500 for a new transmission that was never installed on my vehicle after I paid my $500 deductible and the work was not completed they printed out a false receipt of the repairs that was done and they never installed the new transmission I brought my vehicle back to them after my car would not shift in to any gears while I'm in traffic it stayed in first gear I called them they came and took the van to fix the problem the called me and said it was a major transmission problems they going to replace it with a new one with a year warranty on that one because it's new after a few days of days of them having my car and they didn't even offer me a loaner vehicle until the problem gets fix,they call me and say the problem is fix i go to pick it up no problems then later that night i pick up my wife from work the transmission dies in the middle of a busy road the car would not move at all just high RPMs car is still sitting there in a parking lot that I had to turn into they never changed out my transmission this is unfair. I feel like I getting completely ripped off on a vehicle that I just bought and I only make 4 payments on the vehicle and it's having transmission problems that they not taking care of right and sending me back in to traffic in a unsafe vehicle that I could get killed in which almost happened after sending my car back them multiple times to get fix.i really feel the van is not worth $19.000 that I'm paying for with a bad transmission and that's costing me to and my wife to  miss out on work,some body is stealing money between E-Z Loan Auto Sales of Lockport and ******* ***** they are not truthful about repairs and they are sending people back into traffic in a unsafe vehicle people need to hear this asap.

  

  Business Response

  Date: 11/13/2023

  Thank you for allowing me the opportunity to respond to *****’s concern.  He took delivery of his third vehicle from EZ Loan Auto Sales on 9-27-23.  The vehicle was a pre-owned 2016 Chrysler Town & Country with 119,543 miles on it.  At that time the vehicle was reconditioned accordingly to its needs and our standards, the vehicle passed NYSI and based on mileage didn't qualify for any NYS limited liability warranty coverage with the vehicle having over 100,000 miles on it at the time of delivery.  However, we take customer satisfaction and peace of mind very seriously so included with all of our vehicle purchases is a 2year/24,000 mile limited warranty and free diagnosis of any concern for as long as they own the vehicle.  Outside of warranty adjustments in the form of free service are always considered on a case by case basis when warranted.
  
  To better understand the situation and properly respond I spoke to management at ******* ***** and requested his repair orders.  Unfortunately, yes out of our control and unintentional a drivability concern arose and the vehicle was towed to ******* ***** on 11-9-23.  It was diagnosed as needing a transmission and towed from ******* ***** to *********** ************ the same day.  As ***** states the repair was covered by his warranty and the work was 100% completed by *********** Transmission.  EZ Loan themselves never has nor ever would claim or charge for work that wasn’t done nor would they ever have a business relationship with any vendor in WNY that would do something like that either.  I requested the repair order from ******* ***** for the work that they paid to have done at *********** who is a very well-regarded local transmission repair specialist.  *********** along with ******* ***** each individually warranty their work for 12 months/12,000 miles and it states that right on ************ invoice to ******* *****.
  
  I totally understand *****’s frustration after picking up his vehicle and driving off with his initial concern reoccurring over the weekend.  He did speak with a Loan Specialist at our Elmwood location on Saturday and he was informed that a manager would reach out on Monday. According to management at Service Drive they called him before 8AM and the vehicle has already been picked up by *********** Transmission and they are diagnosing what failed and will repair it at no charge to ******* ***** and indirectly *****.  ******* ***** and *********** are both aware of the urgency of the situation and have been instructed to keep management at EZ loan informed of the outcome.  I’ve also spoken directly to ***** and informed him that I’ve asked ******* ***** to assist with his current transportation concerns.  ***** is also aware and welcome to call me at any time as his current situation is resolved or if ever needed in the future.  I can be reached at ###-###-####.
  
   John G******
  General Manager
  EZ Loan Auto Sales Inc.

  Customer Answer

  Date: 11/13/2023

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

• Initial Complaint

  Date:08/02/2023

  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.

  Purchased a vehicle a little over 30 days ago. Complaints were reported of rattling/knocking & vehicle not accelerating. Also had to replace all wipers 2nd day with vehicle. Service found no issues. Check engine light is on. Sent to svc an was told bad engine. Car sent to dealer an was told over a wk to diagnose & may or may not fix & fixing could be a couple weeks. I am looking at a possible 3 to 4 weeks without a vehicle. I am told I will have to pay the $500 deductible on the warranty as well as continue my car payments and I am expected to pay for a rental. Neither the dealer North service has a loaner I was told to contact ez loan. I have called twice and spoken to Jennifer who has tried to get me in touch with a Manager and no one is returning my phone call. My finance company is now involved and wants to know what is going on with this car and why no one can give me answers and why no one would attempt to give me a loaner and why I would have to pay a deductible so soon on a warranty when there were numerous complaints about the vehicle that could have led to the check engine light coming on and indicated the engine being bad. Even if they cannot help I am a customer that deserves a phone call back.

  

  Business Response

  Date: 08/14/2023

  Thank you for allowing me the opportunity to respond to *******’s concerns.  At this point I have personally spoken to her and we have had multiple very cordial and professional conversations.  We have thoroughly discussed her current options in regards to the repair of her vehicle and how we can and will assist moving forward as needed.  She has my direct contact information and knows she can call at any time.
  
  John G******

  Customer Answer

  Date: 08/15/2023

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

• Initial Complaint

  Date:07/17/2023

  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.

  My name is ****** ******* I received a loan from E-Z auto loan sales bank called ******* **** **********(****) on July 13-14 2022. The loan was for $17400.31 to purchase my vehicle. I made a payment of $800 on the day of purchase. I had agreed to make payment bi-weekly. The first two payments of $395.00, then $295 for 83 weeks and also 1 payment of $208.76. I was in an accident on 04/18/2023. The amount the vehicle should have been at $11,890.31. I was charged July 03 2023 for the amount of $14,821 charged by ******* **** ********** (****). On July 2 2023 I have an amount delinquent for $1770 that was charged from E-Z auto loan. Also June 2 2023 I have an amount delinquent for $885 also that charged from E-Z auto loan. Why do I have these delinquent amounts on my credit account when I have not signed anything for E-Z Auto loan to placed under or on my name. I’m very concerned about my credit and it’s emotionally draining dealing with a car accident and they are making more issues, causing extra stress for me. What they are doing i believe is fraudulent. They had no right to put anything under my name without my consent. I will share pictures and proof of everything. Please help BBB!!

  

  Business Response

  Date: 07/21/2023

  Thank You for allowing me the opportunity to respond to ******’s concerns.  I’ll start off by saying that EZ Loan Auto Sales Inc. is an automobile dealership and we don’t have the ability to report to credit bureaus.  EZ Loan Auto Sales has not reported anything to ******’s credit report therefore we also have no ability to change or remove what might appear on a credit report.  I can confirm ****** is correct she has nothing owed to EZ Loan Auto Sales Inc directly.  I don’t know who ** **** *** is, and I can’t speak to the accuracy of anything on her credit report currently.  All of our customers financing is obtained through ******* **** ********** Corp. and they do report electronically on a monthly basis and typically all information in regards to account status and payment history positive or negative is accurate.  I’ve made them aware of ******’s concerns and I would encourage her to reach out to them directly at ###-###-#### to discuss the situation further which they would be happy to do.  If I can be of any assistance I’m more than willing to speak with ****** and I can be reached at *********** *** *****
  Best Regards,
  John G******

  Customer Answer

  Date: 07/27/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I don’t accept the company reply , I’ve sent over pictures showing that EZ Loan auto sale has charges on my credit amount of 1770$ and also 885$ it’s does not say ******* **** **********!! Why is that ? EZ Loan auto ? And I’ve already spoken to Maxine p**** 2 weeks ago from today 07/24/2023 she told me that I would receive a call from a guy name Tracy from ******* **** **********.. why I haven’t nobody reached out to me yet? Once again as already explain I was in accident the title has been turned it , ******* **** ********** HAD RECEIVED 10,079.47 from my insurance(***********)  .. why does I still have a high amount on my credit ? Why haven’t it been change in the system that a payment has been made ? For that amount ? And my ending balance should be lower then whats being shown . I’m would respectfully would like to wait for Tracy (from ******* **** **********) to call me because that’s what Maxine Perry said once the title has been turned it .. it’s been 2 week and haven’t received a call !  Regards, ****** ******* 

  

  Business Response

  Date: 07/27/2023

  Thank You for allowing me the opportunity to respond to ******’s concerns.  Again, I’ll start off by saying that EZ Loan Auto Sales Inc. is an automobile dealership and we don’t have the ability to report to credit bureaus.  EZ Loan Auto Sales has not reported anything to ******’s credit report therefore we also have no ability to change or remove what might appear on a credit report.  I have confirmed that ****** is correct in stating that she has nothing owed to EZ Loan Auto Sales Inc directly.  We have never communicated with her in regards to anything that has happened with her total loss situation, account status, or her credit, or monies owed to anybody nor has she ever called EZ in an attempt to amicably resolve or discuss her concerns further.  I don’t know who ** **** *** is, and I can’t speak to the accuracy of anything on her credit report currently.  All of our customers financing is obtained through ******* **** ********** Corp. and they do report electronically on a monthly basis and typically all information in regards to account status and payment history positive or negative is accurate.  I’ve made them aware of ******’s concerns and I would encourage her to reach out to them directly at ###-###-#### to discuss the situation further which they would be happy to do.  I can also confirm that as of typing this response a representative from **** has directly reached out to her, spoken to her, and stated they will be her point of contact to look into her concerns and any verified reporting in accuracies by their reporting system would be corrected as they would for any customer.  If I can be of any assistance I’m more than willing to speak with ****** and I can be reached at *********** *** *****
  Best Regards,
  John G******

• Initial Complaint

  Date:07/09/2023

  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.

  ******** ******** ** ********* ****** ***** ******** ** ***** **** ***** **** ********** EZ Loan Sales/ Buffalo Auto Acceptance **** ******* *** ******** ** ***** *hird Request to remove inaccuracies of credit report. In the attached copy of my credit report I have clearly highlighted and pointed out inaccurate reporting on the following account: Account Name: EZ Auto LNS (Buffalo Acceptance) Account Number* *********** Factual Dispute: The “Date Opened” date in ******** shows 1.01.2016. The “Date Opened” date in ********** shows 1.28.2016. This collection also has a past due balance amount of $1,480 which is illegal and a violation of my FCRA rights. (15 U.S code 1681e.) This is inaccurate and inconsistent, please delete. I am not an expert, but the FCRA does clearly state that my credit report needs to be 100% accurate and consistent. As of right now, it is neither accurate, or consistent. I am writing this letter demanding that this inaccurately reported account be removed from my credit profile due to the inaccuracy and inconsistency. This account is the result of Identity Theft. I have identified the inaccurate and inconsistent items that need to be deleted. This request is not being made in error. Please also be aware that any negative mark found on my credit reports (including ********, ********** and *******) from your company or any company that you represent, for a debt that I don't owe, is a violation of the Fair Debt Collection Practices Act FDCPA § 807 [15 USC 1962e]; therefore, if you cannot validate the debt, you must request that all credit reporting agencies delete the entry. Pending the outcome of my investigation of any evidence that you submit, you are instructed to take no action that could be detrimental to any of my credit reports. Failure to respond within 15 days of receipt of this certified letter will result in small claims legal action against your company at my local venue. Thank you, ******** ********

  

  Business Response

  Date: 07/14/2023

  Thank You for allowing me the opportunity to respond to ********** concerns.  I’ll start off by saying that EZ Loan Auto Sales Inc. is an automobile dealership we don’t have the ability to report to credit bureaus nor did we in her case and therefore we also have no ability to change or remove what might appear on a credit report.  I don’t know who EZ Auto LNS is, I’m not familiar with an ********** report so I can’t speak to the accuracy of it but I do know that it’s not an actual credit report directly from one of the three credit reporting agencies.  All of our customers financing is obtained through ******* **** ********** ****. and they do report electronically on a monthly basis and typically all information in regards to account status and payment history positive or negative is accurate.  I’ve made them aware of ********** concerns and I would encourage ******** to reach out to them directly at ************ to discuss the situation further.  If I can be of any assistance I’d be happy to speak with ******** and I can be reached at *********** *** ***** Best Regards, John G****** 

• Initial Complaint

  Date:02/09/2023

  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.

  Bought my 2017 **** ******* from them on Dec 9 2022. Since then my car has been in shop 4 times for same problem ( s belt ) I looked at ****** and it was in shop for same thing Dec 6 2022. I have tried talking to someone an get transferred to finance,( who can't do anything) they gave me the supervisor name (Jason N*****) I called him 4times and got no reply. I contacted them the first time and got no reply. I am now out 6 days of work a week behind and might loose a side job that is a couple thousand in will loose . Plus 3 can rides at60 $ each. This is financially destroying me .. I need help

  

  Business Response

  Date: 02/22/2023

  Thank you for allowing me the opporhnity to respond to ****** concern. **** took delivery of his vehicle fiom EZ Loan Auto Sales on 12-09-2022. The vehicle is a preowned 2017 **** ******* with 107,567 miles on it. **** is a three-time customer with EZ Loan Auto Sales and we appreciate his business. At that time the vehicle was reconditioned accordingly to its needs and our high standards, the vehicle passed NYSI and based on mileage didn't qualify for any NYS limited liability warranty coverage with the vehicle having over 100,000 miles on it at the rime of delivery. However, we take customer satisfaction and peace of mind very seriously so included with all of our vehicle purchases is a 2yearl24,OOO-mile limired warranty and free diagnosis of any concern for as long as they own the vehicle. **** willfully signed all necessary documents to complete his vehicle purchase and financing arra~~geinents, whicli clearly explained all of his obligations, responsibilities and rights as a vehicle owner. As **** stated his vehicle developed an intermittent mechanical issue on or around 1-25-23 roughly six weeks since delivery. His vehicle was towed to Service Drive which is our preferred service vendor and his warranty provider. I'll do my best to summafize the repair history below. After discussing with Service Drive management and reviewing the repair orders his veliicle first anived with 110,049 miles on it, it had been driven 2,482 miles since delivery. Be was provided free diagnosis and it was detennined that his serpentine belt had failed. The belt was replaced, vehicle was road tested and returned to him the next day the 26th in thc AM. The problem recurred on 2-2-23 one week later, once again towed in. This time SD diagnosed it needing upper and lower idler pulleys along with the serpentine belt again due to what they believed as the pulleys being bad. His vehicle was repaired, road tested, and returned to the him the same day. **** then on 2-3-23 drove the vehicle to Service Drive due to a clicking noise. They discussed it only happening in the morning when the veliicle was cold. At that time Service Drive could not duplicate his concern and lie left with his vehicle within a X an hour. Then on 2- 8-23 it recurred again, it was determined the power steering pully was slightly out of alignment and believed to be causing the belt to come off or fray on the edges. It was adjusted accordingly and a new belt was put on. Service Drive once again road tested and the vehicle was again operating as designed. It was also the same day on 2-8-23 that **** reached out to our General Sales Manager Jason which was the correct contact provided to him by his lender as he states. That Wednesday happened to be Jason's day off and lie proceeded to lcave four voicemails for him that day. **** received a call back from Jason mid-morning on the 9"' the next day when he returned to work. This was the first time anyone at EZ was made aware of the situation and Jason immediately investigated. Jason was told everything by Service Drive that I just summarized above, and he fully understood his frustration. Based on ilie situation and his request we agreed to pay for a second opinion and had Service Drive set up an appointment at a ******** Dealer. We also offered to pay for a rental vehicle while his was being looked at by the dealer and he was provided a reservation # from a local rental agency. On 2-10-23 **** called and asked to have his vehicle returned and we facilitated getting his vehicle back to him from Service Drive. At this time, I'm not aware of any communication with hiin since. We are very sorry this unfortunate and unintentional concern has arisen on his used vehicle. **** has not paid for any diagnosis, tows,. or repairs to the vehicle at this point, everything has been done as free service to him. Again, we have also offered additional assistance and options for hini to get a second opinion and a paid rental while that is taking place. Beyond that moving forward, we will continue to foster a positive business relationship with **** and continue to honor all terms of his vehicle purchase as we've done up to this point. I can be reached at **** ******** ext. **** to answer any further questions or to discuss any specific details that I'm not aware of in reference to my comments above.  John G****** General Manager EZ Loan Auto Sales Inc. 

• Initial Complaint

  Date:02/06/2023

  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.

  I would like to make this compliant on behalf of the account managers & account managers supervisor AT EZ LOAN AUTO I’m a a young female I just finance my first car 7 months ago .. I did understand when I received my vehicle that I would have to make bi-weekly payments .. I lost my Job around 10/22 (month & year) can’t remember the exact day .. but I ask my account manager Cindy if I can make my payment later then the day I was suppose to .. she gave me okay ! So I have been making my payment a little late then usual.. my account manager hasn’t made it a problem for me CINDY MY ACCOUNT MANAGER HAS BE UNDERSTANDING .. one day I get a call from a guy name Kevin , Kevin was very disrespectful to me , treating me as not a human being , he made feel like I was be interrogated , since that call I’ve been trying to get in contact with my account manager she has not been in the office . Every time I call I get her voicemail.. I would leave a message.. then I won’t get a call until it’s my 12th day of my missing my payment knowing that It’s been a late fee . I’ve received a call on a Saturday morning I missed it by seconds so I called right back to the extension that was left on my voicemail no answer , my account manager calls me on Tuesday asking about my payment I told her I’ll make my payment this upcoming Friday .. I received a call on Friday , From A guy name RYAN , RYAN CALL ME ABOUT MY PAYMENT then goes into STARING TO TELL ME THAT I BETTER HAVE MY PROOF OF ME NOT GETTING PAID ON SATURDAY (today) as I explained to Ryan & Kevin that if I was someone older that they would talk to me with respect.. Ron , Kevin , Ryan all the guys in the account manager department is very biased to me as me young female , trying to treat me as I don’t rights … & I definitely feel like something needs to happen they all in not help me there all coming together to try & make me feel like I’m the problem , I’ve done enough explaining to them .. BBB please help

  Customer Answer

  Date: 02/12/2023

  My complaints is about how the accounts managers / Supervisor has made multiple threats to me .. the account managers / supervisor are going against the company policy for customer’s payment time period . As a customer you have the ability to miss 2 payments.. in my case I’ve miss one payment after I miss one payment I’ve been getting verbal attacked & threatening by the account managers , I wanted to escalate it to the supervisor , supervisor has not been no help , I explained to the supervisor that his account manager has made feel that I’m being interrogated , & I felt like I was being verbally attacked ,  the supervisor stated that the account manager did nothing wrong without even investigating.. I feel I’m being treated so unfair & as a customer I feel like there not following there policy.. please reach out at ********************* or ###-###-####

   

  

  Business Response

  Date: 02/17/2023

  I appreciate the opportunity to respond to the complaint submitted by Ms. ******* on 2/13/23.  She is a valued customer and we have worked with her in the past.  As far as the facts surrounding her complaint, Ms. ******* signed a Retail Installment Contract with EZ Loan Auto Sales of Buffalo on 7/14/22 for the purchase of a 2011 ***** ******.  Her contract was immediately assigned to ******* **** ********** ****. (****).  We specialize in financing deep sub-prime buyers who otherwise would not be able to make a vehicle purchase.  We pride ourselves in working with our customers to find solutions to any hardship.  After receiving her complaint, I reviewed her account and many of the calls she referenced with our team.  Many were positive and we were able to make some arrangement with her.  The few times a call became contentious, were occasions when we asked her for documentation of her hardship to try and find a solution for her.  Our policy requires documentation to apply certain solutions for a customer.  I reached out to her personally to apologize for the way those calls went and to offer to work with her on finding a solution that would benefit both parties.  She also apologized for getting frustrated and “getting load” with our staff.  I took some time to review a few of our policies with her and the contract she signed.  She was very appreciative on our call, and we were able to agree on a solution.  After understanding her situation, we were able to help.We look forward to speaking with Ms. ******* again and will continue to serve her account with the same courtesy as we previously have extended to her.  Thank you for your time and consideration.Regards,Anthony A*******, CPAChief Financial Officer