Collator Exchange

The customer actually had her vehicle towed to [redacted] to get her ignition control switch fixed because it was a recall. A recall we were unaware of at the time. Our customer requested her vehicle be looked into further by [redacted] and not us. we had not seen the vehicle in...

service until 1/26/17. We are working quickly to fix the problem. The $200.00 deductible is the amount sign and agreed upon by the customer under the terms of the warranty.

[redacted]  [redacted]
Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I had received your letter several months ago and when I personally addressed it with you, you had made up your mind that you did not want Auto Smart to help you even though that was exactly what I was offering at the time. These were your words. You said you wanted a new car dealer to handle...

your issues. I offered assistance and you refused that assistance. At that point the matter was over for our company. You then decided to stop paying for your vehicle. That leaves the company no choice but to retain its collateral.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.AutoSmart is referring to a completely different loan (2006 Jeep Commander-silver). The loan I am referring to is under [redacted] and I am the cosigner ([redacted]). The car (2008 Chevrolet Impala-white)  was totaled out and our insurance company sent a check to settle the remaining balance. The information was placed on both of our credit reports as a repossession and that inaccurate. We would like it removed from both of our reports ASAP.Thank you
Regards,
[redacted]

Unfortunately you actually did see the cost of the vehicle before it was reconditioned. That should not have happened of course and the sale price you were given was the actual sale price of the vehicle. The customer was not being deceived or over charged, we have set prices on all our vehicles. We...

apologize for the misunderstanding.

This is not accurate information and we will only discuss this with her attorney going forward.

Sorry for the delay in response. We do apologize for any inconvenience this may have caused. We have spoken to [redacted] about his words and he says that he does not remember his actions that way but still apologizes. The issue has since been taken care of and we will forgive one payment after your...

differed down payments are completed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.While going over payments on contract, I informed [redacted] I would be paying the full $200 on the 3RD of each month when I got my disability check. He stated that was fine and I would pay the car off sooner doing that. NEVER did he change anything and continued with me signing. I will not agree to anything or come sign anything without having in writing that the amount I'm supposedly behind be written off. I have been throufh enough with this car lot and WILL stand my ground on my descision and not be taking advantage of anymore.
Regards,
[redacted]

We are sorry to hear of your experience and would like to help you resolve this immediately. Please contact the sales manager, [redacted], at ###-###-#### and he will be happy to help you. I have informed of this issue and is waiting to hear from you.

As I previously stated in the other Revdex.com complaint, I personally offered to help the customer with the issues she stated she had. On December 10th 2015 I was told by the customer that she wanted to get her vehicle evaluated and serviced at a new car dealership. I cannot assume that the customer DID...

NOT mean what they told me personally. We have a limited warranty on most of our vehicles and we DO honor those warranties if needed and the issue is covered in the warranty. Again, let me state, I personally spoke with the customer to HELP and I was politely refused. Mr. [redacted] is a collections manager who also tried to work with the customer multiple times but in his notes was not very successful in doing so. On February 20th 2016 the customer stated she had an attorney. It is our practice at Auto Smart that when a customer retains an attorney, that the employee is to contact me personally with the attorney's information. We did not receive that information. On March 7th 2016, there was still no agreement, no arrangements, no payments made, and the customer threatened the collections department again with an attorney. On March 11th 2016 it was determined to the best of our knowledge that the customer was not intending on making payments towards the loan and a repossession order was sent out. There is no hidden agenda in this process. This is how all facets of finance businesses work. On the contrary to what the customer states our company has no interest in doing this. It is bad for all parties involved. This decision is made when there isn't another clear one to make. The customer has every right to get the vehicle back if they want it but just like any business we have to secure our interest. As far as the repossession itself is concerned there is a reason we do not immediately know about the repossession sometimes. We do not do our own repossessions. This job is outsourced by licensed professionals. They have to notify us that they have performed a repossession but first that company has to generate their own legal paperwork to process the repossession and send us a notification. Until that notification is received by the person who processes a repossessed vehicle on our end, it will not be entered in our company's system. Therefore no one else would know about it until that process is complete, and that is all it is, a process. This is not a conspiracy and we are not trying to "get rid of most of the evidence" by sending a notification stating the next step in our process if the customer does not redeem the vehicle.I tried to help and you did not accept it. Mr. [redacted] tried to help and it was to no resolve. As a company we hope this brings some clarity to the customer's complaint. Sincerely,[redacted]

If the customer would like to come in so this is better explained I would be happy to do that. Like I previously stated, we have to have signed a new contract (refinance) to change the payment schedule. We leagally cannot change the schedule without the customer written signature on the agreement. The amount financed does not change.

We have tried to reach out to our customer but we have had no response.