ComplaintsforEZ Own Auto, Inc.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The repo guy was very rude and mean said if I can pay a cellphone bill I can take a ****. It’s hard times right now. I had a agreement with owner to pay in full have the account current on Wednesday 12/7 They agreed I also put the insurance on as of today Monday. I want my vehicle it’s not even 30 days late.

  

  Business response

  12/06/2022

  Dear Sir or Madame: In response to this complaint, as of today, Ms. ***** retail installment contract is contractually delinquent for the November 4th, 2022 payment (32 days) and $600 in arrears.  Additionally, the collateral has no collision insurance coverage as required in the contract.  Both of these circumstances are events of default.  Further to the insurance coverage, there is collision damage in the amount of $2,082 per an adjustor's estimate dated August 17th, 2022 (when she still had insurance coverage) which has still not been repaired.  The account is delinquent and our company's collateral is impaired, which makes recovery justifiable as well as legal. As for Ms. ***** claim she had arrangements with the owner, myself, for payment arrangements for Wednesday, December 7th, 2022, that is false.  I have not spoken with Ms. *** since November 11th, 2022 at 12:40 PM.  Ms. *** refuses to call our office to discuss the account, so communication has been digital.  She was given until the close of business Friday, December 2nd, 2022 by one of my collection staff to bring the account current and provide proof of insurance.  She failed to do so and the account was assigned for recovery Monday afternoon, December 5th, 2022. With respect to her claims the tow truck driver was rude and mean to her, I can neither confirm nor deny.  At this point, it would fall under the "he said, she said" category of claim.  The recovery company is an independent contractor and works in conjunction with my partner.  I have been told by my partner, who was on the phone with the agent at the time of recovery and could hear Ms. ***, that she was rather animated and using colorful language. We don't condone any foul or offensive language from our staff or contractors.  If the agent used a snarky tone, perhaps it was in response to her behavior.  However, I will discuss the matter with the recovery comapany's management.  Ms. *** has the legal right to redeem her vehicle within ten (10) business days of the date of recovery.  To do so, she would need to pay the account current, pay any recovery and/or storage charges, provide proof of insurance, and have the collateral repaired (the existing collision damage).  We look forward to hearing from her regarding her redemption. Respectfully Gerald P*****, GM Discover Saratoga Capital / EZ own Auto 

  Customer response

  12/06/2022

  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.  Regards,  ******** ***  I have gotten my insurance in effect today and will come current with my payment as I get paid tomorrow on Wednesday. As for the damage I will have it repaired as I planned on purchasing this vehicle. I have asked for a break. As I was getting insurance taken care of and payments up to date.

  

  Business response

  12/06/2022

  Dear Sir or Madame: As noted in Ms. ***** response, she still has not met the requirements of the original retail installment contract or the conditions for redemption of the vehicle.  Payment has not been remitted, adequate insurance coverage has not been provided, and the collateral is still impaired.  She has ten (10) business days to comply.  The recovery was justifiable and legal.  Whether she chooses to accept or reject our response has no bearing on the current status of the transaction/account. Respectfully, Gerry P*****, GM Discover Saratoga Capital / EZ Own Auto 

• Initial Complaint

  10/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a car and had it almost paid off, the car had a recall on it and they kept my car for two months waiting for parts. Finally they called me wanting me to come in the office and make me purchase another car from them and said they would drop that car (meaning they would claim it’s paid off) they knocked $4,000 off the price of any car I picked and then renewed my deal with them… I bought the ***** ******* on august 8th 2021, within the first week I had issues with the car , tires always low, the brakes are bad, I got pulled over for not having a light above the back license plate, then the next week my car wouldn’t start and it had to be towed. I found out they said it was a bad starter and the battery needed replaced. Still no work on the brakes, I got the car back and now the check engine light was on. Now they shave repoed my car due to non payments bc they used a credit card on my file that didn’t belong to me making me behind on two payments. They’re now telling me I can’t have my car back until I pay the $400 tow fee and then $1000 on the car. Which is 5 payments. I don’t see how the car passed inspection with all of these things wrong and it’s done nothing but cost me issues with my job because my car is unreliable and yet I still have to make payments.

  

  Business response

  10/29/2021

  Regarding a few points of clarification on the above referenced complaint by Ms *******. EZ Own Auto sold and serviced Ms. *******'s vehicle. Her request for a "Billing Adjustment" is through a sister company -Discover Saratoga Capital. 

  Some history is in order prior to addressing the particular claim that Ms. ******* has made. 

  In June of 2019, Ms. ******* purchased a 2010 ***** 6 from our company, EZ Own Auto. In the Spring of this year, 2021, Ms. ******* experienced a problem with the 
  vehicle which was a function of a manufacturer's defect. ***** issued a factory recall on the vehicle(s) to repair at no charge to vehicle owners. The challenge faced by said owners was getting the repair performed in a timely manner. ***** did not have parts available due to the pandemic and supply chain issues. The local ***** dealer stated it could be two to three mouths before Ms. **** ***** car was repaired by *****. 
  

  Our company could not tell a customer in good conscience that they would be without a car for such a period of time and there was nothing we could do about it. We offered to take the vehicle in on trade and EZ Own would deal with the manufacturer on the repair, and Ms. ******* would have a new vehicle to own and operate. This occurred on August 511', 2021. I will point out, we had no legal or moral obligation to accommodate her, and that very few (if any) dealers would have done this for her. 

  Since purchasing the 2014 ***** ******* on August 5, 202 I, Ms. ******* has had two small repairs performed at no charge to her, and unfortunately, a transmission failure. The transmission was replaced under her warranty, which was of no cost to her as well. During the time of the repair/replacement of the transmission by an independent facility, Ms. ******* was provided a loaner car by EZ Own Auto so that she could get to and from work, as well as for her personal use with her family. She was not deprived of transportation which may or may not have caused her to miss work. Be advised that any claims she makes about the vehicle being questionable and not passing inspection are unfounded. There were no issues that fall under the guidelines of NYS inspection protocol. 
  

  Further to the purchase of the second vehicle, Ms. ******* has driven it 5,428 miles in 90 days (as of today's date). This mileage annualizes to over 22,000 miles. *** studies shows the average vehicle to be driven between 15-17,000 miles/year. During the three months she has owned the vehicle, she has driven the vehicle more than the average driver in the United States. These facts refute the claim that the vehicle is in anyway substandard. In fact, it appears she wishes to retain ownership of the vehicle, further refuting her claims of the vehicle not being viable. 

   

  With respect to Ms. *******'s desire for a billing adjustment, this would be a function of loan payments that were scheduled, but not made, to our finance company. Ms. ******* has not made a payment on her retail installment account since August 271\ 2021, and the payment made that day was 14 days past due. Her loan account is presently in arrears $1,000 and despite our attempts to contact her via telephone and e-mail, she has refused to communicate. I had a brief telephone conversation with Ms. ******* on Friday, October 15111 at which time we scheduled a meeting for Monday morning October 1811', 9:00 AM. We were to check her car again at her request, as well as discuss the loan account. Ms. ******* did not show up for the appointment, did not call to re-schedule, and did not respond to emails or phone messages the week of the 18th. As a result, the account was assigned for repossession for the past due payments totaling $1,000, and at this point, there is a repossession/recovery fee of $375 due to a third party agency. 

  I point out that whether or not or have a vehicle repair or home repair, any payments due on a loan contract must be paid. The terms of a loan contract are independent of maintenance or repairs of the collateral. And in this case, Ms. ******* bas had full use of the vehicle (5,428 miles driven), as well I as a loaner car for the brief time of repair. She has not been deprived of transportation or a means to get around. What she has done is ignored our attempts to communicate, and her obligation to pay under a written loan contract. Any person that conducted their business affairs as she has should expect a similar outcome, myself included. The amount due on the account, as quoted to Ms. *******, will not be adjusted as she requests via this complaint. 
  

   

  
  

   

   

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