Complaints

• Initial Complaint

  11/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  With inflation cost rising and and having to provide for a family I find myself having to cut costs somewhere. Unfortunately, my car payment being paid late is the only thing keeping food in my children's mouth. On 11/28 I called and attempted to make a payment for the past due amount on my 300 Doge Chrysler. In doing so, my original monthly payment was refused by Lance (Vice President), and instead a request that exceeds 800+ was requested. This total was for the past due and the upcoming month for December. It was stated that instead of accepting the past due total amount would need to be paid by the 1st. With receiving that information and after speaking with Lance the call was disconnected. Today, 11/30 while shopping for groceries with my 3 yr old my vehicle was repossessed for non-payment. I reached back out the company and spoke with Claudia who was of NO help at all. Instead of receiving real customer service, I was met with condescending statements and remarks such as "try paying your bill on time" even after expressing hardships. But still in attempt to be productful I asked for information surrounding their protocol for repo. Specifically, I stated my concern with how my payment on the 11/28 was refused and she states this information was not listed in the account notes. Instead, states something completely different that was discussed. I asked to be guided to the section in our contract where it states that payment will/can be refused. Instead I was guided to basic information surrounding late fees. My specific question was, where in the agreement that I signed does it state that if I'm late on making a payment will it be refused and a request for 2months upfront is required? No resolution. Then upon asking to speak to a manager she rudely expressed she doesn't work his shift and doesn't know his schedule. I'm sorry but everything about this phone call was unprofessional! Not once have i missed a payment or skipped a payment I've always paid.

  

  Business response

  03/06/2023

  Business Response /* (1000, 5, 2022/12/02) */ Customer's payment is due on or before the 1st of every month. The customer has been in repossession status a total of five (5) times this year for failure to pay in a timely manner. Customer hasn't paid on time once during the entirety of his contract. Customer has refused all of the company's attempts to communicate or work out arrangements. Instead the customer waits until he is out for repossession and then pays at the last possible moment. He then repeats this process causing extra cancellation fees and collection cost on the company. In November we had repeatedly attempted to reach the customer to no avail through phone calls, emails and messages. Customer had not communicated back in anyway, even given our best efforts. Then after 3 full weeks of these unanswered attempts and the customer being in default, the company assigned the account out for repossession to a third party agent to retrieve the unit. At this time we accelerate the loan and closed off on line access for payments. This is a very prudent practice to allow the agents to lawfully due their contracted duties once assigned, as well as not to allow a payment being made post or mid recovery and confuse the process. The customer did call several days after the agent had been running the address and working the assignment attempting to make a payment. At that time, we verified the customer's information and informed him that is account was assigned for repossession, which he was already aware, and said that was why he was trying to pay. I informed the customer his loan had been accelerated and I could not accept his payment because I didn't know if he was still in possession of the vehicle or what actions the agent had taken already. I also expressed my concern with his lack of contact with us and why we were just now hearing from him. He said he had been dealing with some things and needed to pay right now. His urgency all of the sudden led me to believe the agent was either there or was in the process of recovering the unit and I couldn't interfere. I explained to the customer I couldn't take the payment because he was currently assigned for repossession and I needed to talk to the agent. I also was concerned about his payment due in just three days. He said he was waiting on his 401K and would take care of it by Friday. Customer was very agitated that I wouldn't immediately take his payment and disconnected the call. I confirmed with the agent he was actively working the assignment and he retrieved the unit the same day. The company has operated within its duties and rights to collect as well as secure its collateral on a defaulted account. In an effort to show good faith by the company to the customer, we will allow the customer to redeem their vehicle by bringing their account current and paying the past due payments and repossession fee. We have made this offer to them in writing as well as sent the proper notice to them by certified mail. There is a time limit on this offer as indicated in the notice.

• Initial Complaint

  11/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have never been 30 days lat3 on my payment si the reported on my credit report yhat I was 30 days past due. Never ever have I been 30 days past due. It has shot my credit score score down by alot. It's hard to get the score up and to have some one do this and lie about is extremely upsetting Please please help I made 2 separate payments on same day

  

  Business response

  02/14/2023

  Business Response /* (1000, 5, 2022/11/21) */ This is the first the company has heard of any issue regarding this subject or a problem related to this customer. Upon this notification we immediately investigated the situation thoroughly. We found the software did make a mistake on the recent reporting of the complainant's payment. The error has been corrected with the reporting agencies as of today. We recommend the customer give a few days for the agencies to update their reports and recheck. We encourage the customer to contact the company any time they feel something is inaccurate or has any questions regarding their account. We are always willing to assist in these matters.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business is very unprofessional , they provide us with a car we been fixing on since we received it. We ask if we could trade with a different car and the company told us to make 12 payments before trade at 12 payments I will Be half way down paying on the car why would I be almost done to start completely over. We have had this car since February and do not have any tags or plates they keep on giving the run around about it's pending, they waiting on the title from another company, it will be here Monday or next week and the same thing over and over. They tell Us stuff is under warranty and takes weeks or months before I even got my car repaired. Got my car repaired and it still running hot. This company is not professional when it comes to handling business they always talk about what they can't do. And always when I mentioned trading in their car to another dealer they told Me I can't do that.

  

  Business response

  10/12/2022

  Business Response /* (1000, 5, 2022/08/24) */ The Complainant purchased the vehicle on 2/24/2022. No problems with the vehicle were evident nor reported until a headlamp switch on 6/8. It was quickly repaired and returned to the customer. No further complaints were present or reported until recently when an overheating problem was reported 8/11. We replaced the water pump, intake manifold gasket, oil filter housing and starter, as per the diagnosis for the complaint. Once repairs were completed on 8/22, the mechanic found that the engine was damaged due to being driven while hot. Further diagnosis was then needed to determine the extent of the damage. In regards to complainants' plates, they have been installed on his vehicle. There was a delay originally in getting them processed at the tax office. We did not inform the customer they could not trade their vehicle in here or any other dealership. We were trying to explain when they would be in a better equitable position to trade. Complainant very recently purchased and it isn't a good time to trade due to their lack of equity in current trade. We attempted to explain with more payments towards current balance they would be in a better position to trade but in equity and in credit standing. We have updated the customer on the additional damage of the engine, due to driving while overheating , and have agreed to repair for the customer. Vehicle should be ready with these additional repairs by Monday the 29th.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/4/22 Dolores Vetina at Stanley direct auto 3915 Lemmon Ave ste 303 Dallas 75217 she gave me rude customer service saying things that are not correct with service does it multiple times talk to the customer rude not policy's to costumer service hung up the phone when my obligations was correct yelling at the costumer an did not give accurate service

  

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/03/11) */ Customer was not the original one to call, a third party member called arguing about what constituted being late. Our agent was not rude, we just were not able to explain in a way the third party could understand or appreciate. We couldn't get into specifics because they were a third party. When we attempted to explain that, they became irate and belligerent. Agent had to disconnect the call. Customer then called back and demanded the name of the employee that the third party spoke to. When we identified the employee by name, she started berated current employee with profanity at a very high volume to the point the employee had to disconnect the call. I have emailed the customer to try and resolve any questions or issues they may have but have not yet received a response. On the day of the calls the customer was 20 days past due before paying.

*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. ↩