I went to this company in may upon a referral from a good friend, after arriving at the location they seemed helpful, but the sales man didn't seem educated in vehicles, we test drove 3 they he stated would work with our down payment, due to them have few in stock because they go so quickly? I needed a vehicle so we were determined to find one that seemed fit, upon finding one, we asked several questions but were never fully answered, they immediately drew up paper work with a contract that made us feel obligated to take the vehicle, automatically we expressed to them we couldn't afford the bi weekly payment they required, but we were told with a few payments, if any issue arose we could be worked with...after setting up direct deposit to have the payments taken out, my first payment was taken out and I was texted a code for my payment, that code didn't work, I called the company and was very disappointed they took my payment then gave me a code that didn't work, she had to give me another code and stated it had to have been my mistake...the car immediately had issues, going over 40mph shook the car and it wouldn't go in reverse until 2 tries, I blew these issues off because I needed the vehicle and I referred a friend who ended up getting a vehicle as well, but then a day before my payment was due, I called the company to inform them that I needed one extra day to deposits the money due to a family emergency, they were closed, I left a message, but since they had no after hours number, I had to wait until the next day at open, I checked my bank account on the day of and my account hadn't been charged, I waited until 9am when they opened to speak to someone about my account and I immediately got a rude man named ****, I explained to him I needed to speak with someone in fiance regarding my account, he had an attitude the entire time, I tried to explain my situation but was interrupted saying my payment had been received, I then checked my bank account and it had been over drawn over 133.81, cont..
Account_Number: 2002 Mercury Sable
I do not want this vehicle with the awful customer service I've received, never missing a payment, I would like all the money I've paid in, and will keep the vehicle for the two weeks I paid for then I will not wanna be a part of any company that treats people this way..
In Response to Case # XXXXXXXX
Customer service is very important to us and we regret that our customer had a bad experience. We would like to have to opportunity to correct the situation and apologize for the bad experience. This customer is currently set up on biweekly payments every other Saturday. The payments are set up on auto draft from our customers debit card. If this is not a convenient method of payment we would be more than wiling to make other arrangements that would be easier and more accommodating for our customer. We value Ms. *********'s business and would encourage her to contact us at XXX-XXX-XXXX so we can resolve this for her.
****** ** ********
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response regarding my complaint, however I do not feel your company nor employees put for any type of good customer service, I have never missed a payment with your company, however I have always received rude, disrespectful attitude each time I call to speak with anyone at your business. The day that made me realize I didn't want to be associated with your company any longer, I called your company to inform them my direct deposit account wouldn't have the available balance in the account due to a family emergency, that it would be available the day after..I tried to reach your office the day before it was due, they were closed, I left a detailed message then waited till the next business day promptly at open time to speak with someone regarding my message my issue, I checked my bank account the day the amount should have been drafted, and it wasn't touched, I called your office promptly at open to speak with the financial department regarding my situation and automatically got a rude man, with no remorse nor understanding, he immediately told me my transaction had went through so what could he help me with? I asked him did you not receive my message. I got very upset considering my account had now been overdrawn, the employee didn't have any remorse again, and stated I should have called prior, I explained I had and left a message but they were closed, and didn't have an after-hours number, the man became so rude and disrespectful after stated I shouldn't expect to defer my payments, you can't just take out loans and not make the payments, I became so upset I asked to speak with someone else. However the other gentleman was even more rude and disrespectful, I tried to explain to these employees I had never missed a payment I and I wasn't trying to, I was trying to explain due to a family emergency the account would have the money available a day later, he was very rude telling me he didn't care about my situation and I should make my payments and not expect to be given any specialist! I again became very upset and asked for them to return my money, and take my account OFF direct deposit, he stated he couldn't I would have to do that in person, and I demanded it to be faxed to me, and that I no longer wanted to be with this company and how ashamed I was to have referred customers to this business. After that the employee stated to me, that I would pay for this car for the rest of my life, he would garish my wages at my employee for the rest of my life and if I didn't want the vehicle it would SIT at house, and they would NEVER redeem it, after this I expressed that I was very disappointed in the customer service and I wanted my direct deposit to be take off, and I never wanted to be apart of this company again!!!! I don't believe they want to resolve anything, they are very rude and are unwilling to listen to anything a customer has to say.
Final Business Response
In Response to Case # XXXXXXXX
As stated before we apologize for the misunderstanding and customer service is very important to us. We appreciate this being brought to our attention and appreciate the opportunity to resolve this. To our knowledge as of now this mater has been resolved with our customer and we look forward to a positive relationship in the future. Please feel free to contact us at XX-XXX-XXXX with any further issues.
****** ** ********
Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I agree as of now, I spoke with the owner and was sincerely apologized, we will see how the customer service goes from hear forth