ComplaintsforCFAM Financial Services, LLC

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is in regard to an auto lease. CFAM originally used to take payments automatically from my approved bank account and due to a late payment in January 2024, required that I send a payment by certified check. Upon receipt of the check, I was told my account would be switched back to automatic payments. It never was and they continued to send invoices saying my account was in default. 3/24/2024, I received an invoice stating my account was delinquent and I owed $651.75. I sent a certified check in that amount and sent it *****certified mail to ensure CFAM received it. They never collected the check and it was sent back to me. I called multiple times to let CFAM know the check was there but they never collected it from their PO Box. On 5/24/2024, I received another invoice but for $1086.25. I attempted to pay this by credit card, received a confirmation it was paid but on 5/25/2024, I received a confirmation that the payment was not honored even though I had plenty of money in my account. I then called 5/28/2024, and attempted to speak to a manager but was informed I had to send an email to do so. I was instructed by customer service to send copies of the certified checks and the chronology, which I did. After not hearing back, I sent a new certified check in the amount of $1086.25 later that day 5/28/2024. On 5/30/2024, they impounded my car.

  Business response

  06/03/2024

  June 3, 2024
  
  BBB Serving *******************
  **************************************************************************************
  Attention: Dispute Resolution Department
  Email: **********************************************
  
  Subject:Case Number ******** ***********************
  
  Dear Sir or Madam:
  
  CFAM Financial Services, LLC (CFAMor We) is in receipt of your email regarding further correspondence from ***************************** (Customer) and responds to certain of the pertinent assertions of Customer as follows:
  Assertion #1: This is in regard to an auto lease. CFAM originally used to take payments automatically from my approved bank account and due to a late payment in January 2024, required that I send a payment by certified check. Upon receipt of the check, I was told my account would be switched back to automatic payments. It never was and they continued to send invoices saying my account was in default. 3/24/2024, I received an invoice stating my account was delinquent and I owed $651.75. I sent a certified check in that amount and sent it *****certified mail to ensure CFAM received it. They never collected the check and it was sent back to me. I called multiple times to let CFAM know the check was there but they never collected it from their PO Box. On 5/24/2024, I received another invoice but for $1086.25. I attempted to pay this by credit card, received a confirmation it was paid but on 5/25/2024, I received a confirmation that the payment was not honored even though I had plenty of money in my account. I then called 5/28/2024, and attempted to speak to a manager but was informed I had to send an email to do so. I was instructed by customer service to send copies of the certified checks and the chronology, which I did. After not hearing back, I sent a new certified check in the amount of $1086.25 later that day 5/28/2024. On 5/30/2024, they impounded my car.
  
  CFAM Response:  Contrary to the customers claim, CFAM has previously sent multiple notices to the customer regarding their default and CFAMs right to terminate the Fair Agreement and reclaim the vehicle if the customer fails to bring their account current in a timely manner. These notices include:
  An initial notice sent on or about January 6th, 2024.
  The last notice sent on or about January 24th, 2024.
  The demand letter sent on or about April 23rd, 2024.
  ************ had ample time to fulfill his obligations and make timely payments. However, he waited until the agreement was terminated due to lack of payments since January 29, 2024. Not to mention the Non-Sufficient Funds (NSFs) on December 7, 2023, and January 2,2024, to name the two most recent ones.
  ************ references that his bank did not honor his payment. We must remind ************ that it was his bank that returned a payment as NSF, not CFAM. Unfortunately, ************ is blaming CFAM for his bank not honoring his payment, which clearly CFAM has no control over.He also makes a vague claim of sending a payment to CFAM after the agreement was terminated for lack of payments since January 29, 2024.
  For the record, CFAM did not impound the vehicle. We repossessed our vehicle for the reasons explained above.
  CFAMs has responded here to the material assertions made by Customer that CFAM believes are the most pertinent to Customers complaint.  Any failure by CFAM to respond to any other allegations (expressly or implicitly) made by the Customer should not be construed as an admission or confirmation of such allegations.
  As always, please feel free to contact us if you have any questions at ************* Monday Friday from 8:00am 5:00pm (CST).
  
  Sincerely,
  
  
  ***********************
  VP of Collections

• Initial Complaint

  03/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was told my lien was sold to this company by Santander consumer ******* and Ive never received any information on my policy with CFAM from either company I have no clue what is owed or how to pay . Ive been reaching out to CFAM Financial services LLC for over a month and nothing , it seems the phone line isnt even real. I was under the impression my car was paid off years ago until I go to sell. Please help me VIN : *****************

  Business response

  04/01/2024

  April 1, 2024
  
  BBB Serving North Central *****
  *************************************************************************
  Attention: Dispute Resolution Department
  Email: **********************************************
  
  Subject:Case Number ******** *****************************
  
  Dear Sir or Madam:
  
  CFAM Financial Services, LLC (CFAMor We) is in receipt of your email regarding further correspondence from ***************************** (Customer) and responds to certain of the pertinent assertions of Customer as follows:
  Assertion #1: I was told my lien was sold to this company by Santander consumer ******* and Ive never received any information on my policy with CFAM from either company I have no clue what is owed or how to pay . Ive been reaching out to CFAM Financial services LLC for over a month and nothing , it seems the phone line isnt even real. I was under the impression my car was paid off years ago until I go to sell. Please help me VIN : 1G4GC5EC7BF30885.
  
  CFAM Response:  We dont have any record of your calls, which leads us to believe you might not have been dialing the correct number.
  For future reference, please contact us at ************. Our customer service team is available from Monday to Friday, 8:00 AM to 5:00 PM CST.
  Regarding your account, we were able to locate it using the **** you provided. The account number is ************************ keep this number for your records.
  We also wanted to clarify that,contrary to your statement, your account has not been fully paid off. There is still an outstanding balance. We kindly request that you settle this at your earliest convenience.
  
  
  CFAMs has responded here to the material assertions made by Customer that CFAM believes are the most pertinent to Customers complaint.  Any failure by CFAM to respond to any other allegations (expressly or implicitly) made by the Customer should not be construed as an admission or confirmation of such allegations.
  As always, please feel free to contact us if you have any questions at ************** Monday Friday from 8:00am 5:00pm (CST).
  
  Sincerely,
  
  
  ***********************
  VP of Operations

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I like everyone else started my relationship with Fair (GREAT company). CFAM purchased and its been a challenge ever since. I have been blessed, never needing payment arrangements, until recently (single dad). Long story short, I received a bill stating that I owed more than I did. I knew, simply because I had, as mentioned, called for the first time to make arrangements (their arrangements are seriouslypay when you can which we all know is scary). They dont seem to be interested in leasing. Instead, collecting. But I digress. I noticed they, in the MIDDLE of December had my January 13th payment listed as past due AND I looked back to find thats been going on for quite sometime. We are talking pre billing me 25 days in advance - calling it past due and changing interest which we all know accrues and then quickly multiples; the idea of compound interest but in this case rather than investing and benefiting from compounding interest, Im putting extra money into CFAMs pocket. And to hear they are repoing disabled peoples vehicle even when trying to make arrangements (again, I had a customer service representative tell me they DONT have arrangements. They try to get as much updated information from you , make you feel good about paying whatever you can afford ensuring they get something and then depending on where you live and the laws, if they can they will in the middle of your arrangement oftentimes right after a payment PROCESSES, take your vehicle! They prey on the economically disadvantaged while pretending to give you arrangements and are in some cases CHARGING interest on amounts NOT due.

  Business response

  01/17/2024

  ******* 17, 2024
  
  BBB Serving North Central *****
  *************************************************************************
  Attention: Dispute Resolution Department
  Email: **********************************************
  
  Subject:Case Number ******** ***********************
  
  Dear Sir or Madam:
  
  CFAM Financial Services, LLC (CFAMor We) is in receipt of your email regarding further correspondence from *************************** (Customer) and responds to certain of the pertinent assertions of Customer as follows:
  Assertion #1: I would like an explanation (why do you tell customers they have a past due balance WEEKS before the due date? Why are you not abiding by the 10-day grace ******* Why are you changing interest which is compounded on balances that do not exist yet (up to 25 days in advance in my situation; 22 days in another friend; we found an older lady with (2) months past due . Those (2) months are as I type this 57 days away!!!! Why?; Contact by the business; I uploaded the payments due email from DECEMBER 26th 2023 . Again 18 days BEFORE Jan 13 and 28 days before any fees (the 10-day grace ******** Keep i mind this was all arranged. I had told you all that i would pay Nov off during the beginning of December and most of December s off before ******* is due and the remainder of Dec before ***************** I have done that (just need to pay the $ 115 for dec before Jan 23 aa promised). So I get that youre a biz. Im not asking for much. Really just An apology. I dont want money. I feel like the anxiety I have (im a single dad with 1 car. This one) just opening my mouth. I just want to know it wont happen n that ******* boy can finally wake up knowing that i can get him yo preschool, visit his mommy in the hospital before she passes n continue working my **** off. Thats alll!!!
  
  CFAM Response: The customer has been receiving collection calls due to payments in arrears. Your mention of taxes is unclear; Id appreciate the opportunity to review your contract for clarification.
  
  
  
  CFAMs has responded here to the material assertions made by Customer that CFAM believes are the most pertinent to Customers complaint.  Any failure by CFAM to respond to any other allegations (expressly or implicitly) made by the Customer should not be construed as an admission or confirmation of such allegations.
  As always, please feel free to contact us if you have any questions at ************* Monday Friday from 8:00am 5:00pm (CST).
  
  Sincerely,
  
  
  ***********************
  VP of Collections

• Initial Complaint

  12/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am disabled and current with payments- CFAM repoed my car, and I objected due to my mobility issues. taking my medication and possessions without any warning.The police encouraged me to file a complaint of unfair business practices. Also, I called them and their is no phone. This has caused me physical harm and I want to file. complaint. They are not responding.

  Business response

  12/06/2023

  December 6, 2023
  
  BBB Serving North Central *****
  ************************************************************************
  Attention:Dispute Resolution Department
  Email: **********************************************
  
  Subject: Case Number ******** Ebony Tay
  
  Dear Sir or Madam:
  
  CFAM Financial Services, LLC (CFAM or We) is in receipt of your email regarding further correspondence from ***************************** (Customer)and responds to certain of the pertinent assertions of Customer as follows:
  Assertion #1: I am disabled and current with payments- CFAM repoed my car, and I objected due to my mobility issues. taking my medication and possessions without any warning. The police encouraged me to file a complaint of unfair business practices. Also, I called them and their is no phone. This has caused me physical harm and I want to file. complaint. They are not responding.
  
  CFAM Response:  Following a comprehensive review of your account in response to the customers claim, it has been determined that although your payment from 11/1/2023 has yet to be posted, we have chosen, as a one-time courtesy, to grant ********** for the retrieval of the vehicle and to continue with your agreement.
  
  Please be mindful that maintaining the current status of your account is imperative.Failure to do so may lead to potential repossession in the future.
  
  Regarding your statement that you called us and there is no phone, it doesnt align with the history of our communication. In the past, you have reached out multiple times when facing payment difficulties and requested a payment plan. Your statement appears inaccurate based on our past interactions.
  
  Moreover, to compensate for any inconvenience caused, we have decided to offer a 50% discount on your upcoming invoice for January ****.
  
  CFAMs has responded here to the material assertions made by Customer that CFAM believes are the most pertinent to Customers complaint.  Any failure by CFAM to respond to any other allegations (expressly or implicitly) made by the Customer should not be construed as an admission or confirmation of such allegations.
  As always, please feel free to contact us if you have any questions at ************** Monday Friday from 8:00am 5:00pm (CST).
  
  Sincerely,
  
  
  ***********************
  VP of Collections

• Initial Complaint

  09/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a vehicle that was impounded from by a tow company under direction of law enforcement 3 years ago, vehicle was never claimed by owner or CFAM and was sold by tow company years later. CFAM is a lien holder on the vehicle title but never picked up their vehicle or paid the debt. I contacted them asking if they have legal interest in the vehicle then to reimburse ********* the thrashed vehicle away or to release the lien but none of their contact information from their own website works & my emails to the contact email on their website are kicked back as blocked. I need this company to contact ****** want it in writing.

  Business response

  09/07/2023

  September 7, 2023
  
  BBB Serving North Central *****
  *************************************************************************
  Attention: Dispute Resolution Department
  Email: **********************************************
  
  Subject:Case Number ******** ***************************
  
  Dear Sir or Madam:
  
  CFAM Financial Services, LLC (CFAMor We) is in receipt of the above-referenced complaint filed with the Better Business Bureau (BBB).
  We regret to inform you that we are unable to respond to the complaint, as our records do not indicate you as our customer. Nevertheless, we value open communication and are committed to resolving any concerns.
  Please dont hesitate to contact us by phone at ************** Monday Friday from 8:00am 5:00pm (CST) so that we can discuss this matter and find a suitable solution.
  
  Sincerely,
  
  ***********************
  VP of Collections

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last month (July), contacted CFAM by phone to arrange for the pick-up of the vehicle that I am leasing from them (2017 ******* Elantra). The dates I selected were August 4th, 5th, and 6th. I received an e-mail confirming these dates. These dates have now passed without anyone coming to retrieve the car.My actions in scheduling the vehicle to be picked up were in alignment with what is outlined in section 05 of the lease, Returning the Fair Vehicle. According to section 07, Insurance, I am required to carry full-coverage insurance on the vehicle until it is returned. I have done so, and because of this, am losing money every single day CFAM doesnt send someone to pick up the vehicle. CFAMs actions (or lack thereof) regarding the pick-up of the vehicle are in direct violation of the lease agreement. In speaking with phone representatives from your organization, I was made aware that monthly lease costs are pro-rate if the vehicle is returned after the new billing cycle has begun. That being said, due to CFAMs failure to retrieve the vehicle, I am accruing daily the pro-rated lease cost of this vehicle.I am asking that your company do your part in abiding by the lease; and, in doing such, retrieve this vehicle as soon as possible. Additionally, I am asking that all daily pro-rated lease costs associated with keeping the vehicle into this billing cycle be waivedgiven that the vehicle is still in my possession because CFAM will not retrieve it. Furthermore, I am asking that CFAM reimburse me for the expenses associated with insuring this vehicle pass the first day (August 4th) that it was meant to be picked up.

  Business response

  08/14/2023

  August 14, 2023
  
  BBB Serving North Central *****
  *************************************************************************
  Attention: Dispute Resolution Department
  Email: **********************************************
  
  Subject: Complaint ID ******** ******************
  
  Dear Sir or Madam:
  
  CFAM Financial Services, LLC (CFAMor We) is in receipt of your email regarding further correspondence from ********************** (Customer) and responds to certain of the pertinent assertions of Customer as follows:
  Assertion #1: CFAMs failure to retrieve the vehicle, I am accruing daily the pro-rated lease cost of this vehicle. I am asking that your company do your part in abiding by the lease; and, in doing such, retrieve this vehicle as soon as possible. Furthermore, I am asking that CFAM reimburse me for the expenses associated with insuring this vehicle pass the first day (August 4th) that it was meant to be picked up.
  
  CFAM Response: The customer selected three dates for the pickup of the vehicle; 1) August 4th, 2) August 5th, and 3) August 6th.Our third-party transportation company picked up the vehicle on August 8th. Due to this inconvenience, we adjusted our records to indicate the vehicle was picked up on August 4th.  The current per diem is $10.56 per day giving the customer $42.24 in credit towards his final invoice.  In addition, the final invoice for the customer with the credit that was applied ($42.24) came with an outstanding balance of $179.52. CFAM will be waiving the full amount and closing the account with a $0.00 balance.
  
  
  CFAMs has responded here to the material assertions made by Customer that CFAM believes are the most pertinent to Customers complaint.  Any failure by CFAM to respond to any other allegations (expressly or implicitly) made by the Customer should not be construed as an admission or confirmation of such allegations.
  As always, please feel free to contact us if you have any questions at ************* Monday Friday from 8:00am 5:00pm (CST).
  
  Sincerely,
  
  
  ***********************
  VP of Collections

  Customer response

  08/14/2023

  I have reviewed the business response and accept this resolution. I appreciate you trying your best to make this situation whole.

  Customer response

  09/06/2023

  This company is now attempting to renege on the resolution that they offered on 8/14, despite the fact that I accepted this resolution. On 9/6, I received a final invoice showing that they did not in fact waive the full amount of the account and close it with a 0 balance.

  Business response

  09/21/2023

  September 21, 2023
  
  BBB Serving North Central *****
  ***************************************************************
  Attention: Dispute Resolution Department
  Email: **********************************************
  
  Subject:Case Number ******** ******************
  
  Dear Sir or Madam:
  
  CFAM Financial Services, LLC (CFAMor We) is in receipt of your email regarding further correspondence from ***************************** (Customer) and responds to certain of the pertinent assertions of Customer as follows:
  Assertion #1: ************ is now attempting to renege on the resolution that they offered on 8/14, despite the fact that I accepted this resolution. On 9/6, I received a final invoice showing that they did not in fact waive the full amount of the account and close it with a 0 balance.
  
  CFAM Response:  We want to reiterate our commitment to upholding the resolution that was extended to the customer on August 14th, 2023. As per our communication we sent to Mr. ***** via email on September 6th, we are pleased to confirm that the final invoice balance has been successfully waived and his account reflects a balance of $0.00.
  
  
  CFAMs has responded here to the material assertions made by Customer that CFAM believes are the most pertinent to Customers complaint.  Any failure by CFAM to respond to any other allegations (expressly or implicitly) made by the Customer should not be construed as an admission or confirmation of such allegations.
  As always, please feel free to contact us if you have any questions at ************* Monday Friday from 8:00am 5:00pm (CST).
  
  Sincerely,
  
  
  ***********************
  VP of Collections

• Initial Complaint

  06/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I've had an issue with the cfam payment system for a while, where i was notified on may 26th via email and letter, that multiple payments ive made have been returned and my account is currently in default. It also cited that i had 10 days from the date of the letter, cited as may 26th to pay them via certified check, which was mailed out on wednesday may 31st.That same Wednesday the car was repossessed only 5 days within the 10 day grace ****** set forth by cfam. I have forwarded this claim to a local attorney as the company potentially violated a written agreement set out by themselves.

  Business response

  06/03/2023

  June 3, 2023
  
  BBB Serving North Central *****
  *************************************************************************
  Attention: Dispute Resolution Department
  Email: **********************************************
  
  Subject:Case Number ******** ***************************
  
  Dear Sir or Madam:
  
  CFAM Financial Services, LLC (CFAMor We) is in receipt of your email regarding further correspondence from ******************************* (Customer) and responds to certain of the pertinent assertions of Customer as follows:
  Assertion #1: Hello, I've had an issue with the cfam payment system for a while, where i was notified on may 26th via email and letter, that multiple payments ive made have been returned and my account is currently in default. It also cited that i had 10 days from the date of the letter, cited as may 26th to pay them via certified check, which was mailed out on wednesday may 31st. That same Wednesday the car was repossessed only 5 days within the 10 day grace ****** set forth by cfam. I have forwarded this claim to a local attorney as the company potentially violated a written agreement set out by themselves.
  
  CFAM Response:  Contrary to Customers allegations, we have proof of the customers fraudulent intention of submitting a falsified cashier check image which he indicated on this frivolous claim that he allegedly mailed to ** on May 31, 2023. Please refer to Exhibit 1-Evidence of the falsified cashiers check the customer sent to ** via email on June 2, 2023. Exhibit 2 - The same image the customer presumably used from the internet and edited with the intention to commit a fraud. We are currently having our legal team review all these facts to determine our next course of action.
  
  
  CFAMs has responded here to the material assertions made by Customer that CFAM believes are the most pertinent to Customers complaint.  Any failure by CFAM to respond to any other allegations (expressly or implicitly) made by the Customer should not be construed as an admission or confirmation of such allegations.
  As always, please feel free to contact ** if you have any questions at ************* Monday Friday from 8:00am 5:00pm (CST).
  
  Sincerely,
  
  
  ***********************
  VP of Collections

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I subscribed with Fair for a BMW 328i. Fair declared Bankruptcy from my understanding, then CFAM took charge of Fair contract. The 328i broke down while I was on a trip on 9/12/22. The oil gasket between the engine and the oil cooler broke, thus the engine started leaking oil profusely. I called CFAM/Marathon to open a claim using Fair Limited Warranty. I was given the run around between 2 different phone numbers, not being able to open the claim myself and the repair facility having to do it, then they took a week to respond by email. I and the repair facility were given instructions to submit it by email. Eventually someone named Carlos Mariles IV responded and claimed that we weren't suppose to submit it that way, but proceeded to process it by email. What they did next made absolutely no sense. They have an invoice for the repair and proceed to send me $270 for an oil change. I did not have an oil change. Only a one quart was added since the oil change was recent, thus just enough to top it off was added. Even then, the oil change doesn't add up to $270 on the bill anywhere. I responded to Carlos requesting that he show exactly where on Fair Limited Warranty does not cover this repair. I have sent 3 follow-up email and am being completely ignored. CFAM owes me $1783.33 for the repair on THEIR car. I do not own this car, it is leased from CFAM. This repair is absolutely cover by that warranty and CFAM is just giving me the run-around. CFAM seems to be a debt collection agency that has no vested interest in providing proper customer service and don't seem to care about public opinion regarding them since there is no financial incentive for them to provide as such. I have more time and money than sense, thus I will pursuing all available avenues to solve this. I am contacting the BBB as a start, opening a complain with State and Federal Consumer Protection agency next and escalate from there if need be.

  Business response

  01/05/2023

  Business Response /* (1000, 5, 2022/10/19) */ 10/19/2022 ****** ***** *********************************** XXXXX BBB Serving North Central Texas 1601 Elm Street Suite 1600 Dallas, TX 75201 SUBJECT: Case# XXXXXXXX To Whom It May Concern, CFAM Financial Services, LLC ("CFAM") is in receipt of the above-referenced complaint filed with the Better Business Bureau (BBB). Please be advised that CFAM Auto Capital-XIX, L.P. ("CFAM") purchased on April 29, 2022, Fair Titling Trust Assets ("FAIR'). Mr. **** ******* ("******") with respect to your allegation that CFAM "owes you $1,783.33 for some repairs", we do not see any such claims in the file and would appreciate you providing documentary evidence in other for us to further investigate. In your complaint you stated that you have been in communication with Carlos Mariles IV and we would like to clarify that CFAM does not have an employee under that name. With respect to your statement that we are "a debt collection company", we would like to clarify that that is not correct - we are neither a creditor of Fair nor collecting on a debt from Fair. CFAM purchased the Fair Titling Trust and the vehicles owned by the trust, including the Vehicles. We have no debt of Fair that we are attempting to collect, only the payments due under the agreements for the vehicles we purchased, including the monthly payments due under your Agreement. Should you have any further questions, please contact us by email at [email protected] or by phone at (833) 387-6677 Monday-Friday from 8:00am-5:00pm (CST). Sincerely, Robert G**** VP of Collection Consumer Response /* (3000, 7, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The semantics of what CFAM is actually is and isn't is irrelevant to the solution of this problem. The point is CFAM is responsible for the maintenance and repairs of the BMW 328i under the agreement signed by Fair and myself. A copy of the Fair Agreement was attached to the complaint, as a copy of the correspondence between Carlos Mariles IV. The semantics of what could be a contractor or an employee is also irrelevant as you could have easily read the email exchanges and noted the email corresponded with "*****************@cfamllc.com". Take the time to read the email correspondence, examine the facts and come back with an informed response related to the situation. Business Response /* (4000, 9, 2022/10/27) */ 10/27/2022 Robert G**** *********************************** XXXXX BBB Serving North Central Texas 1601 Elm Street Suite 1600 Dallas, TX XXXXX SUBJECT: Case# XXXXXXXX To Whom It May Concern, CFAM Financial Services, LLC ("CFAM") is in receipt of the above-referenced complaint filed with the Better Business Bureau (BBB). Please be advised that CFAM Auto Capital-XIX, L.P. ("CFAM") purchased on April 29, 2022, Fair Titling Trust Assets ("FAIR'), Mr. **** ******* ("******"), we received the information that was requested, and we thank you for it. Our team, proceeded to escalate your concerns with Marathon Group and provided all the supporting documents that you shared with us. We received confirmation from Marathon that a second check (#1113) in the amount of $1,513.33 was mailed to ********************************* XXXXX. This difference will cover the full invoice amount of $1,783.33. We are hoping this resolution will satisfy your concerns and we appreciate you being a continued customer of CFAM. Should you have any further questions or concerns, please contact us by email at [email protected] or by phone at (833) 387-6677. Sincerely, Robert G**** VP of Collection

• Initial Complaint

  10/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an agreement with Fair car company, who acquired my subscription . Per my agreement, I have the ability to return the car at any time. However, when I reached out to Fair, March 15, 2022 to return the vehicle I received no reply. I tried calling and was unable to reach anyone. The Fair payment website was no longer active and no one was returning emails or calls. The next communication I received was July 11, 2022 via email from CFAM stating that Fair was acquired. I was forced to store this vehicle for months with zero knowledge of what was going on and no ability to return this car. Upon CFAM contacting me, they attempted to charge me for months of having a car that I tried to return. My contract was broken as soon as my right to return the vehicle was taken away. I attempted to work with CFAM and come to some agreement but they declined. I asked CFAM August 8, 2022 via email to return the vehicle and received no reply. This company has continued to violate my rights and my contract by ignoring requests to return the vehicle all the while billing me. I do not believe I should be held liable for the time this company was transitioning. I tried to work this out directly and now filing a public complaint. I tried to come to an agreement even though I technically owed nothing to this company. However, at this point, I am not willing to do anything further but request that this false debt be totally removed. If we cannot resolve, I will be filing a formal complaint with the Consumer Finance Protection Bureau to escalate this. This is unacceptable and it is not right that I had to PAY to store this vehicle and cover maintenance all because both CFAM and Fair ignored multiple emails and calls to return the vehicle back in March of 2022. I was making payments on my ve

  Business response

  01/23/2023

  Business Response /* (1000, 5, 2022/10/17) */ 10/17/2022 Robert G**** ************* ********** ******, TX ***** BBB Serving North Central Texas *************** ********** ******, TX ***** SUBJECT: Case# ******** To Whom It May Concern, CFAM Financial Services, LLC ("CFAM") is in receipt of the above-referenced complaint filed with the Better Business Bureau (BBB). Please be advised that CFAM Auto Capital-XIX, L.P. ("CFAM") purchased on April 29, 2022, Fair Titling Trust Assets ("FAIR'). With respect to your allegation that you reached out to Fair on March 15, 2022, to return the vehicle and received no reply from them or that their APP was no longer working we do not see any such claims in the file and would appreciate you providing documentary evidence of prior correspondence of such alleged breaches and agreements. CFAM, have been trying to work with Ms. ****** *********** ("Lessee") since the acquisition took place between FAIR and CFAM to get to a resolution with her allegations with FAIR. Unfortunately, Ms. *********** has failed to provide any supporting documents. Her last communication to CFAM was via email to our Customer Service Department on October 13, 2022, advising to not contact her again. As always, please feel free to contact us if you have any questions at ************** Monday - Friday from 8:00am - 5:00pm (CST). Sincerely, Robert G**** VP of Collection Consumer Response /* (3000, 7, 2022/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have provided a snippy of the return email. I will submit my request to CFPB if not resolved and will provide all my evidence there for the bureau to make a decision. Again, I have tried to resolve this and even offered to pay some to be reasonable several months ago. CFAM has other complaints from Canvas/Fair clients who also state the same issue of not being able to reach the companies including CFAM. All of which will be used as evidence if this has to be escalated further. To address my last email asking to not contact me again was due to the company who acquired Fair (Shift) stating they did not know anything about CFAM or why they'd be contacting me. I stated that in my email to cfam when I was told the email was incorrect. After speaking to leadership at Shift, they stated that cfam acquired this portion of the Fair business. I then called cfam over the phone to resolve (which is recorded). Still no response back on returning the car and settling this false debt. I then submitted this BBB complaint to have further evidence of the lengths I have gone to resolve this. All of which will be used should we not come to an agreement here. Thanks, Business Response /* (4000, 9, 2022/10/20) */ 10/20/2022 Robert G**** ************* ********** ******, TX ***** BBB Serving North Central Texas *************** ********** ******, TX ***** SUBJECT: Case# ******** To Whom It May Concern, CFAM Financial Services, LLC ("CFAM") is in receipt of the above-referenced complaint filed with the Better Business Bureau (BBB). Please be advised that CFAM Auto Capital-XIX, L.P. ("CFAM") purchased on April 29, 2022, Fair Titling Trust Assets ("FAIR'), Ms. ****** *********** ("Lessee") as we stated before we do not see any such claims in the file and would appreciate you providing documentary evidence of prior correspondence with FAIR. Once we have the supporting documents that we have requested multiples times we will be able to further investigate. Should you have any further questions, please contact us by email at **************************** or by phone at **************. Sincerely, Robert G**** VP of Collection Consumer Response /* (4200, 11, 2022/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already provided this. I provided a screen shot. And this has not been requested multiple times. You all have simply denied having any conversation with me. Even though I have provided a screen shot, you are now saying you do not see this? Additionally, I know you all have the email that I sent directly to CFAM about returning the car in July (I believe). As of last week, I asked again to please take the car. I have a recorded call scheduling the return. I also have an email confirmation that someone would call me to schedule the return for Friday October 21st. I never heard from anyone via email or phone about the pickup. To this day, I am still being charge even though I am trying to return this vehicle. At this point, I am going to park the vehicle and provide you all with an address via email (so it is on record). And I will mail the keys to the PO Box listed for your company. I cannot continue to store this vehicle and have a challenge with returning it to you. I will provide the address it is parked at and you are welcome at any time to pick up the vehicle. Business Response /* (4000, 13, 2022/10/31) */ 10/31/2022 Robert G**** ************* ********** ******, TX ***** BBB Serving North Central Texas *************** ********** ******, TX ***** SUBJECT: Case# ******** To Whom It May Concern, CFAM Financial Services, LLC ("CFAM") is in receipt of the above-referenced complaint filed with the Better Business Bureau (BBB). Please be advised that CFAM Auto Capital-XIX, L.P. ("CFAM") purchased on April 29, 2022, Fair Titling Trust Assets ("FAIR'), Ms. ****** *********** ("Lessee") for the purpose of bringing this matter to a resolution, we are making an exception by assigning one of our vendors to locate our vehicle at the address that you provided. For the record that is not the correct process to return the vehicle as you need to be present at the moment of returning the vehicle. In addition, the vehicle was abandoned at a public location. As always, please feel free to contact us if you have any questions at ************** Monday - Friday from 8:00am - 5:00pm (CST). Sincerely, Robert G**** VP of Collection Consumer Response /* (4200, 15, 2022/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) To be clear, I am fully aware that this is not the proper way to return the vehicle. Nor is what you all did- which is not responding To multiple request to return the vehicle. And then once I had a confirmed appointment in writing to return the vehicle, your team did not show up. I could not continue to store this vehicle. I had to pay for parking for this vehicle for several months. I exhausted all of the options to return this vehicle and was left with no choice. All of which I have proof of. You all now have the vehicle. I am now trying to resolve these unwarranted charges for the months I was unable to return the car. I need a confirmation of resolution to this. If you all are still trying to bill me up to October 2022, I will escalate the matter to CFPB (consumer financial protection bureau) to decide. However, before I do so, I want to have every shred of evidence that I tried to resolve directly with CFAM. I still have not gotten a response on this. Business Response /* (4000, 17, 2022/11/07) */ 11/7/2022 Robert G**** ************* ********** ******, TX ***** BBB Serving North Central Texas *************** ********** ******, TX ***** SUBJECT: Case# ******** To Whom It May Concern, CFAM Financial Services, LLC ("CFAM") is in receipt of the above-referenced complaint filed with the Better Business Bureau (BBB). Please be advised that CFAM Auto Capital-XIX, L.P. ("CFAM") purchased on April 29, 2022, Fair Titling Trust Assets ("FAIR'), Ms. ****** *********** ("Lessee"), with respect to your allegation we have respectfully requested multiple times your supporting documents of your communication with FAIR since March 15th, 2022. We do not see any such claims in the file and would appreciate you providing documentary evidence in other for us to further investigate. As always, please feel free to contact us if you have any questions at ************** Monday - Friday from 8:00am - 5:00pm (CST). Sincerely, Robert G**** VP of Collection

• Initial Complaint

  10/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company took over my car rental policy after Fair.com went out of business. I was told autopay would roll over and I wouldn't need to do anything, but this was not true. My payments didn't go through and nobody bothered to call or anything. Just got an invoice with an overdue bill. Then I called, and they helped set it back up, however, it again didn't go through. They told me it was my bank's fault, so I called the bank and they didn't even see them trying to charge at all. So I called back again and was told, oh it is because your bill is missing 30 dollars and we cant legally process more than the normal monthly rate. Basically, none of it made any sense and now I have to check every month to make sure it actually went through. The customer service reps yelled at me and acted like I was to blame when really their support is an absolute mess. I have a newborn baby and a job, so its hard to make sure they do their job.... A simple thing like autopay made it super confusing and time-consuming for customers.

  Business response

  12/28/2022

  Business Response /* (1000, 5, 2022/10/13) */ 10/13/2022 Robert G**** 3838 Oak Lawn Suite 1500 Dallas, TX XXXXX BBB Serving North Central Texas 1601 Elm Street Suite 1600 Dallas, TX 75201 SUBJECT: Case# XXXXXXXX To Whom It May Concern, CFAM Financial Services, LLC ("CFAM") is in receipt of the above-referenced complaint filed with the Better Business Bureau (BBB). Please be advised that CFAM Auto Capital-XIX, L.P. ("CFAM") purchased on April 29, 2022, Fair Titling Trust Assets ("FAIR'), Our customer representative explained to Mr. ******* ******** ("Lessee") on 10/11/2022 that unfortunately two of his payments (9/1/22 & 10/1/22) came back as NSF. CFAM, is not the one to be blame when transactions come back as NSF. We advise him to verify with his bank as to why these transactions are coming back as NSF. Our records show that CFAM reached out to Mr. ******** regarding his situation multiple times. An email was sent on 8/23/2022, a called was made on 9/7/22 and 10/6/2022. In addition, an invoice was sent via USPS on 10/9/2022 As always, please feel free to contact us if you have any questions at (833) 387-6677 Monday - Friday from 8:00am - 5:00pm (CST). Sincerely, Robert G**** VP of Collection

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