ComplaintsforFILO

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Extended auto warranty and car finish protection was cancelled after we purchased a Buick Envision from ********************** 8 January 2022. FILO financed the car upon purchase. FILO sold the loan to First ********************* and notified us by letter dated 24 Jan 2022. ********************** sent the money back to FILO regarding the cancelled warranties. One was for $3700.00 and the other $719.00. FILO acknowledges that they received the two checks. On 24 Feb 2022, I called FILO and was told by a woman representative that the checks would be sent to First ********************* either Monday or Tuesday (1 or 2 March 2022) electronically. I called First ********************* 3 March 2022 and was told the money had not come from FILO. I called FILO again and was told that they very recently changed their policy regarding electronic payments and said that one check was sent to First ********************* 22 Feb 2022 and one on 25 Feb 2022. As of today, First ********************* has not received those. The total sum owed to my car loan account is: $4,518.00. Obviously the staff at FILO told me two different stories and the money is now "lost". I honestly believe this is an act of malice.

  Business response

  04/04/2022

  Regarding ID ******** and your letter regarding this matter dated March 18, 2022, FILO strives to
  maintain excellent customer relations. Upon learning of the issue on March 4 th regarding the missing
  refunds, FILOs Vice President of Finance worked with First *********************s ******************************************* Services to resolve the issue as soon as possible.
  The loan in question for *********************** and ******************* was sold by FILO to First *********************.
  When ************ first called FILO offices regarding the checks, there was a miscommunication regarding
  how the checks were being handled. The two refund checks issued by the dealership were received at
  FILO offices on February 22 and 25 th and in turn mailed to First ********************* for refund to
  their customer not electronically paid to First Northern as communicated to ************. Unfortunately,
  neither check was received at First Northern which caused further customer frustration.
  On March 4 th , *********************** from FILO spoke with ******************* at First Northern and provided copies of
  the checks that had been mailed. Both ************** and ************** called the customer to explain the
  process and proposed a resolution. ************** spoke with ************ who, while frustrated with the entire
  situation, understood we were doing what we could to rectify the matter. ************ seemed satisfied at
  that point. ************** contacted the dealership Monday, March 7 th to request that they check with their
  bank to see if the checks had been cashed and if not requested the payments be reissued. The dealership
  confirmed on Tuesday, March 8 th that the checks had not cleared their bank and they reissued checks
  which were sent via overnight delivery to First Northern.
  First Northern confirmed with FILO that the funds had been received on March 9 th . The refunds were
  backdated and applied to the customers account as of February 22, the first date that FILO had received
  on of the checks that were eventually missing in the mail.
  We believed after conversations with the customer that he was satisfied with the final resolution.

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