BBB Accredited Business since

Security National Automotive Acceptance Company, LLC

Additional Locations

Phone: (513) 459-8118 Fax: (513) 459-0200 View Additional Phone Numbers 6951 Cintas Blvd, Mason, OH 45040 http://www.snaac.com



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Description

Security National Automotive Acceptance Company, LLC (SNAAC) is a specialty finance company that purchases and services retail sales finance contracts acquired from auto dealers in the sale of new and used automobiles. 


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Security National Automotive Acceptance Company, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • BBB does not have sufficient information to issue a rating on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

51 complaints closed with BBB in last 3 years | 17 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 26
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 20
Total Closed Complaints 51

Customer Reviews Summary Read customer reviews

10 Customer Reviews on Security National Automotive Acceptance Company, LLC
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 9
Total Customer Reviews 10

Additional Information

BBB file opened: September 21, 1993 Business started: 10/01/1986 in DE Business incorporated 03/27/1989 in OH
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Ohio Department of Commerce - Financial Institutions
77 S High St, 21st Floor, Columbus OH 43215
http://www.com.ohio.gov/fiin/
Phone Number: 614-728-8400
Fax Number: 614-728-0380
Web.dfi@com.ohio.gov

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Grant Skeens, CEO Mr. Louis Richards
Contact Information
Customer Contact: Ms. A Andre, Complaint Handler
Principal: Mr. Grant Skeens, CEO
Related Businesses
TriStar Indemnity LLC
Business Category

Consumer Finance & Loan Companies

Method(s) of Payment
Pre-Authorized Bank Draft, Visa, Master Card, Check over the Phone, MoneyGram Express Payment, Western Union Quick Collect
Alternate Business Names
SNAAC

Additional Locations

  • 6951 Cintas Blvd

    Mason, OH 45040 (513) 459-8118 (800) 995-0591

  • PO Box 960723

    Cincinnati, OH 45296

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a car with SNAAC in March of 2015. In April I filed for bankruptcy and took the car out from my bankruptcy and I have all the emails to show that. I have been making all my payments on time. I checked my credit report and it shows this account was closed in June. I contacted SNAAC and told them that there has been no reporting on the credit from SNAAC and they told me they have been reporting it to the credit bureasus. I even wrote a letter to the credit bureaus and SNAAC and told them of y concern, I still don't see any payments on file when I have been making all payments on time. That is almost one year of on time payment to SNAAC. I reapplied to see if I can refinance or get my payments lower but they denied it saying I have not had a good record with them, when I have been making payments on this account on time every month. This is affecting my credit, I am not able to get an auto loan or any credit card because these payments were on time and it coukd have boosted my credit rating after bankruptcy. It is costing me a lot. Please my security investigation is also in process with the military and they are looking at my payment history after bankruptcy. Please assist in ensuring all y payments are being reported to the credit bureaus.

Desired Settlement: Please help in ensuring all my payments are reflected on the credit rating for this car.

Business Response:

A member of Snaac’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.
 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


I haven't received a good response I had to call them myself and they first told me they will have an answer for me by March 1st and then they told me they will get back to me within 24 hours still nothing. It has already affected my score and I want compensation from the company of it is their fault because I didn't get approved for any credit card no credit line and the denial by the company for an auto loan stating I don't have a good record with them is unacceptable. I don't worry too much about compensation but fix my credit report please. My attorneys are also looking into this matter from ********* ***.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *****

Business Response: A member of Snaac’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

****** *****

Consumer Response:

Problem:

I bought a car with Security National in 2015. In April of 2015 I filed for bankruptcy and contacted SNAAC and told them my desire to hold the vehicle and reaffirm it. I filled out a form which I forwarded to my attorney. After I got discharged in June of 2015 the car was shown as not reaffirmed which I had no idea of because I had in writing from an employee at SNAAC that they received all the court paperwork and I am good to go, I still have all the emails. When I went in the market in March of 2016 for another vehicle I found out that none of my payments have been reported to the credit bureaus. It has affected my credit, I got an auto loan at a high interest rate after so many denials. When applied through SNAAC they denied me saying I do not have a good record with them when I have made all the payments on time. I was never late but they never reported it. I have been fighting this for the past month and they told me oh my vehicle was never reaffirmed. On 15th of March like every 15th they processed a payment from my bank. It sat as pending for 3 days and they never took it out so I thought ok till they resolve it they will not take any payments from me, but on 22nd March they ran the payment again which threw my account in a negative with a returned check and fees processed. So SNAAC has really been messing me up.

Desired Outcome:
I want SNAAC to refund my last payment, give me compensation for all the hassle I have been through and how I have in writing that everything was good and they received all the paperwork and have not reported any payments on my credit report for 9 months which has really affected my credit, my interest rate, everything, denials, affect to my credit score. I want compensation and also I want them to take the car back if it was not reaffirmed in the bankruptcy. I am in the military please assist.

Business Response: A member of Snaac’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.

5/15/2016 Billing/Collection Issues
5/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: From the very beginning working with them, they have been the absolute worst in customer service. When THEY owe YOU money, you have to do everything short of giving your first born to get it. But let them THINK you missed a payment, they call your JOB and tell whoever they're talking to ALL OF YOUR BUSINESS! WHO DOES THAT?! Being in the military, you can get in serious trouble of your command thinks you're in trouble financially when u can help it. Absolute worst! They thought I missed a payment when I started my allotment and threatened to take the car! First payment! I wanted to give it back ever since. Fast forward to today, I've been trying to get my car fixed for over THREE YEARS and they keep giving me the run around on what I need to do. Geico made an estimate for the repair and sent a check addressed to me and SNAAC since my name and SNAAC is on the title. I endorsed it and sent it to them to be sent for repairs. They need all of this info from the repair shop before they send the check. I didn't bother 3 years ago. No time for the crap. Now I'm back from deployment and found another shop to do it. THEY ASK FOR AN ESTIMATE FROM THAT SHOP! WTF FOR! THEY HAVE THE CHECK FRO. GEICO ALREADY! I sent them the repair shops info, name, tax id, etc. And they STILL need something from the shop's letterhead that says they are following Geico's estimate. BUT WHYYY JUST SEND THE DAMN CHECK TO THE SHOP SO THEY CAN BUY PARTS AND FIX IT! It's been over a week since the shop sent the letter, totally inconvenience for them, and I have heard NOTHING from SNAAC since nor has the repair shop. Now my vehicle was scheduled to be fixed April 1st, and this appointment was made a month ago because this shop is so busy. Now i am going to have to wait ANOTHER MONTH and reschedule because they refuse to send the check that they have had since 2014. Can't wait to leave them and NEVER RETURN OR RECOMMEND THEM TO ANYONE EVER! They are full of the smelliest crap!!

Desired Settlement: I would like the check that they received from GEICO to be sent to the auto repair shop that they have on file so my vehicle can be fixed.

Business Response: A member of Snaac’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The information you included in your response is incorrect. The second time I contacted YOU, I told you the shop did not and was not going to complete an estimate, but use the estimate I had from my previous insurance company. Nowhere in your response do you mention how I was told 3 different things as far as what was needed from the repair shop. When I called the 8th, I was told all I needed was the name and tax ID number. I SPECIFICALLY ASKED is that ALL I needed because two years ago I was given false I no regarding what I needed and I wanted to avoid this runaround due to my time constraint. A week had passed before I had to make contact with SNAAC and find out what the hold up was. You all have been hanging on to this check that you cashed for over two years and now when it's time to pay out, you give me the runaround. It was not until I CALLED a third time did I get clarification on what they needed. That in my opinion is a huge inconvenience to the shop to make them draft some stupid letter that is saying what I'm saying. If anything you should leave that to the customer or SNAAC should have a template that THEY send to the shop's to sign and send back. My biggest issue is getting 5 different answers on what I need to submit for a resolution, and to never get a call back on the status of an issue in limbo. The only rep that I talked to who had an ounce of customer service skills and compassion is Amber. It is NOW resolved as far as the check because she did her job AND MORE by RETURNING MY CALL AND KEEPING ME UPDATED on the status of the issue. I couldn't get a rep to do the bare minimum before her, and she went above and beyond. If it had not been for ***** I would be refinancing with another company right this minute, but now I'll keep waiting until a few months out.


Customer service overall is PISS POOR. this company's practices are PISS POOR and Amber needs to be promoted and put in charge of customer service training because she seems to be the only one there who knows what that even is. 

Regards,

******** *****

Business Response: A member of Snaac’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.

3/10/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a vehicle from this finance company in 2009-2010. The vehicle I purchased in between this time was **** *** *****. I decided to trade my vehicle in for a **** ***** *******, because I wanted a car instead of a truck. The truck was financed through SNAAC and my **** ***** ******* that I'm currently still financing is financed through **** ******* ****** *****. Upon making the trade between the **** *** ***** and my **** ***** ******* **** ******* ****** ***** gave me a loan of $17,500 to pay off the **** *** ***** and purchase the **** ***** *******. While making this transaction the *** ******* **** ******** ***** ****** on ***** ******** *** located in ******** ******** took the loan and told me they were going to pay off the debt from the **** *** *****. I signed the paperwork and they would accept the trade and pay off the vehicle. Come to find out I was completely scammed by **** ******** ***** ****** *** ******* due to them switching my paperwork and stating that I just completely abandon the **** *** ***** "with the keys in it" on there lot. I went on deployment and as deployment went past I come home to find out that I have repossession on my credit. As a service member I was truly scammed. I tried to contact the car dealership **** ******** ***** ****** and they were out of business located on ***** ******** **** ******** ********, so that I can turn them over to the Navy for me to get my adjudication. Upon doing so I discovered that then owner of ***** ****** a person by the first name of **** was working at ******* ***** located on ******** *** ******** ********. I went to speak with him and he stated he was not the owner at the time but I was pretty much screwed and there was nothing he can do. "Man I was furious" I explained to this the Security National employee Louis P***** and he went wanted me to settle for a low amount instead of what was owed on the truck. He didn't resolve the issue and and pretty much stated that he was going to affect my credit by reporting it to the credit burea

Desired Settlement: At this point I would like for the repossession to be taken off my credit, because I signed paperwork and conducted business with the knowledge of the **** *** ***** being paid off with the loan I received from **** ******* ****** ***** to pay off vehicle and purchase the **** ***** ******* I still have at this time. I know that this have been years but this situation is causing financial hardship.

Business Response: A member of Snaac’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.

12/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our van was repossessed after the company was informed that ******* ******* was going to make the payments until I received my disability.Now I can't get a hold of anyone & neither can the ** office.I have **** & other medical problems that I have to go to the doctor to be treated for & this is our only vehicle.We have left several messages since Monday the 28th of September & no response.

Desired Settlement: I want the return of my van.

Business Response: A member of Snaac’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I personally gave the numbers & names of people to contact at the *** and the **.

Regards,

*** *****

Business Response: A member of Snaac’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.

11/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had automatic payments set up for a few months, and then I canceled the automatic payments. 2-3 months no issues, and now all the sudden 31 October 2015 they drafted my account without any authorization.

Desired Settlement: They illegally drafted my account and caused a hardship, I want my money back.

Business Response: A member of Snaac’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.
 

10/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been financed though SNAAC for about two years now.. I was married when I bought the vehicle in approx. July of 2013, a ****** ******. The payments were due the 2nd of every month. I got a divorce from my ex-wife in April of 2014. She took the vehicle and made the payments whenever she felt fit to. I got the vehicle back approx. July of 2014 because she was going to stop making payments. I had contacted SNAAC to advise them of the situation and asked them if I could make payments on the 15th of every month because I had just bought a new vehicle that same month in July with the payment due on the first(not knowing that I was going to have to take the ****** back to make sure that my credit stayed good). They advised me that it wouldn't be an issue(without telling me that it would acquire late charges). After a few months(approx. oct) I had acquired late charges with making my payment on the 15th. I was then told that the company does not do payment due date changes. I argued with them that I should not be responsible for the late charges for the previous months as I was told different. They did nothing about the late charges. And told me that there was nothing in their notes stating that I was told that paying on the 15th would be fine. I continued to pay on the 15th of every month as I got call after call from the company. In approx. Jan I had made contact with a representative, male type who told me that they absolutely do do do payment due date changes and that all I had to do was fill out the proper paperwork and fax it in. I then had asked them to send me all of the paperwork that I needed to change my due date and told him about my problems in the past, how nothing was documented, and how I deserve to have the late fees dropped because I was misinformed. He told me that he understood that there was nothing that he could do but have someone higher contact me to figure it out. They sent me the paperwork I filled it out and FAXED the paperwork in. In February I once again accured late charges, my payment had not been taken out on the 15th and had not received a phone called from anyone like I was told I was going to, to resolve past late charges. I contacted SNAAC once again to try to resolve this issue. They told me that they received paperwork but that it was the wrong paperwork. I told them that I filled out and FAXED in what THEY sent me and that no one even called me to tell me that it was the wrong paperwork. They told me that I had to pay my late charges before they would allow me to change my due date. I argued with them that I should not be responsible for late charges because I have been sent the wrong forms, been misinformed many times. The representative agreed that if I made an agreement to pay the late charges that they would process my paperwork for a due date change. I told the representative that I would pay them with my income tax just so I could get my due date changed and to email me the forms. By March 02, because the last incident was discussed at the end of February, I had not received any email from SNAAC with the proper paperwork so once again I was charged late fees by March 02 and made my payment on the 15th. I contacted SNAAC in the beginning of March after I had not received anything by march 2 to advise them that I did not receive an e-mail. They said they sent the e-mail(they did not). So they emailed the paperwork. This time I received it. I took one look at it and it was the same paperwork that was sent to me the first time in January when they told me that the reason that my date wasn't changed was because it was the wrong paperwork!!!!! I told them that this was the same paperwork sent to me back in January and that I was told that it was the wrong paperwork. They asked me if there were numbers at the bottom of the page for the days in the month where I had to circle which day that I wanted and I told them yes. They said then it's the right paperwork. I filled my paperwork out and FAXED it in. So that my April payment should be good to go for the 15th. April comes and still nothing!!!!I am livid at this point!!! I contact SNNAC once again and ask them why my due date has not been changed. They told me that I sent in paperwork for the re-accuring automatic payment to come out on the 15th and that I couldn't do that until I filled out the payment due date change paperwork. I am beyond frustrated and livid at this point!!!!!! I continuously argue with the representatives that I should not be responsible for any of this nor should I be responsible for all of these late charges building up because of their faults in sending me the wrong paperwork and misinforming me continuously. They ONCE AGAIN email me paperwork. This time they email me both the re-accurring automatic payment paperwork and the payment due date change. It was at this point that I realized that both forms involved the numbers for the days of the month at the bottom, which is when I discovered why they were sending me the wrong paperwork because the paperwork was similar but not the same. May comes and FINALLY (I thought) I didn't get calls when the payment wasn't paid on the 2nd so I am thinking great everything is in order!11 WRONG!! The 15th comes around and the payment wasn't automatically taken out.. I called SNACC and asked them why it wasn't taken out automatically. They apologized and told me that they would fix it that they would not charge me late fees. June comes and the automatic payment is finally working yet there is now another issue!!!! The payment was declined because they used a card number that was not mine!!!!! I asked the representative how they had a card number on file that was not mine and how it even made sense when I have used the same card every month, ITS ON FILE!!!! I told them that I was NOT paying late fees from the month of June, May, April or for any of the months. I went into a slight rage!!! As I had been dealing with this for far too long and told them that I was reporting them to the BBB. it was at this point that they put me in contact with a female who was higher up and she advised me that all late charges would be depleted!!!!! Because of this issue they updated my information where at this point I had given them my new updated address because I had just moved to Colorado as I am in the Army. July comes I get a call around the 18th from SNAAC telling me that my payment was not received. I asked them to look it up because it was taken out of my bank account. Sure enough the payment had been paid. August comes the 15th passes and the payment has not been taken out of my account. I call today on the 21st(today) and ask why the payment was not taken out and they tell me that the payment was declined. I argue with the representative and tell her that there is no way that it was declined because I get paid on that day!!!!! I make my payment. She mentions to me that there are late charges. I told her that the late charges were suppose to be depleted back in June. She told me once again that there was nothing annotated. Sure enough after some arguing I discover that they did not have the right zip code updated in my profile...remind you I updated my information in June..... the lady told me that maybe someone had mistaken what I said when I update my address. I told her that you can not confuse zip code 80916 with 13642. She also made the excuse that they just got a new payment system. This getting to be absolutely ridiculous!!!! SNAAC can call me with every other thing when payments are late because of their faults but they can't call me when it comes to following up on things, paperwork, if they got a new system to make sure everything is good, returned mail because they had the wrong zip that they failed to update properly!!!!! My credit is not as high as it should be because of this company. I am absolutely fed up with everything that has happened!!!!! I am doing my part of constantly contacting them and making sure things are done properly. If I didn't want to make my payments I wouldn't contact anyone or be concerned with anything. This company does not annotate the right and proper things that have been discussed on the phone therefore the frustration when talking to them is highly aggravating!

Desired Settlement: I want my payments to smoothly come out on the 15th of every month without EXCUSES of why things are not working. In return I get the late charges!!!!!!!!!!!!! I am not responsible for any late charges!!!!!!!! I deserve to have my payment made monthly with no issues!!!!! Someone needs to look into this!!!!!!!!! MY CREDIT IS IMPORTANT TO ME!!!!!

Business Response: A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I would like for everything to be documented.  May was not the first time that I had sent in the paperwork, January was.  Most of my issues have been that the proper things have not been documented therefore anytime that I respond to things no one knows what is going on because nothing is ever documented.  If I did not want to make my payments I would ignore everything and would not be concerned.  I would like an email sent everytime that I call(if I have to call) that shows what is documented so that I can keep a record.  As of right now anyone can say anything because I have no emails to document what was disscussed in each phone coversation. I am sure with this resolution it is a sure thing that there will be no more issues.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

******* ******** ********

Business Response: A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.

Consumer Response:

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have traded the vehicle in so that I do not have to deal with SNAAC any longer

Regards,

******* ******** ********

10/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I opened a loan with this company on 26MAY2010. I paid the loan faithfully from the date opened to the date of satisfaction in July of 2015. At this point the loan company should have released the lien against the vehicle and sent me the title. They have failed to do either. I attempted to do a transfer of ownership at the Florida DMV only to realize SNAAC had yet to release the lien. I called and they agreed to email me the lien release form however, Florida State only accepts lien release forms that contain the original signature. I called SNAAC and told them that I would eat the cost of the duplicate title that they failed to release to me if they would simply overnight a lien release form to me since they should have sent it months before. I was informed it is against company policy to overnight anything and that it must be at the customer's expense. It is abhorrent that a company who faithfully received an interest check from me on a monthly basis for 5 years will not correct their mistake with a simple expedient mailing of a lien request.

Desired Settlement: I would like them to complete their end of the contract by releasing the lien and wither over nighting either the title or a lien release form to the address they have on file.

Business Response: A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching

an amicable resolution. We will respond directly to our customer or the party filing the complaint. The

lack of public response in no way suggests that we are not investigating and addressing each

complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an

amicable resolution.

9/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Okay i recently got off of active duty. Before i was released i never had any problems except that they charged me 17,000 for a 5,000 car. In july i called to ask them to defer one of my payments and they said they would and i should be recieveing some papers in the mail. A mo th went by and i never heard back but i kept getting emails about a late payment So August 1st i called and all they were concerned about was me making the payment. They said they wont even consider my deferment until i do and i have to show employment verification before they will do anythung. I am still recieving these emails and i am scared to make a payment because they are not honoring what they told me. I am currently working and i even asked if i could do something to lower my payments since im no longer on active duty and they said its not their fault i should find a job.

Desired Settlement: I am hoping to be able to catch up on my payments and get this settled so i wont owe so much.

Business Response:

A member of Snaac’s management team is reviewing the details of the complaint in hopes of reaching

an amicable resolution. We will respond directly to our customer or the party filing the complaint. The

lack of public response in no way suggests that we are not investigating and addressing each

complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an

amicable resolution.

Business Response:

A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching

an amicable resolution. We will respond directly to our customer or the party filing the complaint. The

lack of public response in no way suggests that we are not investigating and addressing each

complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an

amicable resolution.

9/10/2015 Problems with Product/Service
9/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called SNAAC requesting a payoff quote for my motorcycle. The reprehensive claimed they were unable to give me a payoff quote. Rather than waiting to get a payoff quote from them I paid off what I believed would be my pay off quote. I then called them 3 days later to see if I had a remaining balance. They informed me that my motorcycle was in fact paid off. I told them if it was paid off could you also cancel the automatic payment. They stated they would. They said I would receive my title within 30 days. The next month they took out the automatic payment again. I called them and they said in order to get the payment back I had to send them my bank statement proving that it was taken out and it would take 30 days to return the money to me. I still have not received the title to my motorcycle or my refund from the last payment that they took out of my account.

Desired Settlement: I would like the title to my motorcycle sent to immediately and $425 back from the company (the $275 payment that the took out my account and $100 in overdraft fees that they cost me.)

Business Response:

A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching

an amicable resolution. We will respond directly to our customer or the party filing the complaint. The

lack of public response in no way suggests that we are not investigating and addressing each

complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an

amicable resolution.

 

8/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: There is a debt of more than $10,000 debt on my credit. Was supposed to be cancel on military clause when i PCS. On military orders. Not to mention it shows Repossesion and it was voluntrily surrendered.

Desired Settlement: Delete off credit report.

Business Response: A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint COMPLETELY.  For your reference, details of the offer I reviewed appear to be inaccurate.


Also upon looking at further information my address on the military lease was stated innacurate by Salesman orso eonein theoffice.I was not at ******** AFB at time of purchase i was at ******** **** ********* **** *****.

When i got out of the Airforce I was under PCS orders.(Discharged from ******** AFB to my home in Oklahoma.)
This is what i was told when i bought this over priced car at $500 Month

In the course of your military career, you may be ordered to deploy or relocate with little notice. This can cause some stress in your life as you attempt to prepare for the move as well as tie up loose ends at your old location. If you have a residential or automotive lease, your military service may allow you to break the lease without penalty.

The Servicemembers Civil Relief Act (SCRA)

The SCRA is a law that is intended to help protect the legal rights of members called to active duty. The protections under SCRA apply to active duty members of the regular forces, members of the National Guard when serving in an active duty status under federal orders, members of the reserve forces called to active duty and members of the Coast Guard serving on active duty in support of the armed forces. Your protection under SCRA begins on the date you enter active duty and generally terminates within 30 to 90 days after the date of discharge from active duty.

If you entered into a lease or rental agreement after you began active duty service, you may still be able to terminate your lease without penalty under SCRA. As an active duty service member, you may qualify under SCRA to end your rental agreements without repercussions if you:

  • Received permanent change of station orders or deployment orders for a period of more than 180 days also.
  • Provide written notice to your landlord/lease holder and a copy of your PCS/deployment orders, preferably with at least 30 days notice to your landlord/lease holder.
I did comply with this and was later told that it didnt exist. 
My apartment lease was also canceled under the military clause and removed from my credit report, I have only had trouble with SNAAC Who promised me the military clause was there when i asked. I was told as long as i turn in a pcs.
I believe my rights are being and have been violated under SCRA, i will be contacting my local legal through the "Legal services/JAG" office. I have been advised by the Jag office to Sue SNAAC in court with assistance from the CFPB. ( Which im sure you are aware is currently suing SNAAC over Military Debt Collection Practices).
I am a peaceful person and wish to settle the matter as easy as possible.

I will settle for no less than. COMPLETE wipe off of debt off om my credit. A written letter resolution stating  that it will be taken off my credit within 30 days.(I will need this sent to the 3 Credit Report Companies).

With Regards,

****** ****** *****

Business Response: A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This company has not been truthful.   The salesman told me before I bought it that it applied to the Military pcs orders rule"  Now the bussiness claims its a installment. ...  I think this ccompany is stupid and SCREWS over military members.  My problem is unresolved and I do not wish to continue the back and forth game.   They will not change their opinion.  Bbb where do I need to go from here?  I am still unhappy

 

Regards,

****** *****

Consumer Response: Where in this contract does it say installment installment loan.?   The provison carries over all Installment contracts. The salesman told me that it was covered under .  I asked him.  This is a military loan company and would be subject to ALL military laws.  I wanna know why they claim they are exempt.  The lady on the phone said the same thing when she had me fax in my PCS orders.  There words didn't change till after they took possession of the vehicle..  

8/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After our 2004 SUV broke down, we were unable to make our $500/month payments on it due to having to pour $2000 into trying to get it running again and ultimately having to replace it. We had been paying our payments on time for 3 years until this. We were told by an employee in billing that they wouldn't refinance it to lower the monthly payment because it is not worth how much we owe on it, but suggested a voluntary repossession, which we agreed to. We started receiving multiple calls a day harassing us about paying them, and one man even left my wife in tears after making her explain that we needed to feed our kids with what little money we had. I talked to a manager about what happened and told them to stop harassing us 3 times before the calls finally stopped. We were told that someone would be to our home within a week to assess the vehicle. 2 weeks went by and we called to see why they never came. They said there must have been a problem with scheduling and would send him out again within a week. He again didn't show up and this time when we called, we were told by a woman that they weren't going to send anyone because the car wasn't worth anything and they didn't want it. When we asked what we were supposed to do with it, she told us to sell it. We pointed out that they hold the title so we couldn't legally sell it and she told us to "figure it out" and hung up on us. We called back and the same woman took our call. She told us that if they take the car it will end up costing us more on our loan for towing, storage, and having it junked because it is worthless. We told her that was fine. We know that we are still responsible for the amount owed. She snipped at us that we were ridiculous and again hung up. It has now been 9 months since we took their employee's offer for a voluntary repossession. We have tried to fix the car 2 more times with no luck and it is still sitting on the street inoperable. We now have a 2 month deadline to get rid of the car, as it is in front of our unit. SNAAC closed our online account down and every time we try to contact them by phone, they transfer us from one office to another until we are inevitably disconnected without warning. We've found auto junkers who will take it at no charge, but need SNAAC to work with them since they are the Lienholders on the title. We have called them as recently as today trying to get this taken care of.

Desired Settlement: We just want them to take the car or arrange to let the auto junkers take it!

Business Response: A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

In the response that we received he mentioned that it would raise how much we owed. We had already agreed to that when this whole thing started. It was written that was the case in my original complaint. Regardless, we took the information that they provided and tried to contact them that day to get it resolved. The first time, no one answered. The second time, he told us that he had to look in to something and would contact us by noon the next day. 2 days later he still hadn't called us back so we tried to contact him again and were placed on hold before being disconnected. We immediately tried to call back (the 4th time since they sent this response) and again no one answered. This morning, after another threat from our housing management, we gave up. Our landlord had the vehicle towed to the local auto wreckers and we were fined.

Regards,

Justin Notter

Business Response: A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.

8/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a car from a Nissan dealer in Savannah GA. I got a lone from SNAAC witch at the time was the cheapest APR for me being a new car buyer. About a month after having the car I found out I was going to be deploying which is what my status is now I so I set up a payment plan through my bank to send to my allotted amount to them on time but the first two payments never were received by them but yet they were cashed and money was withdrawn. Still haven't seen that money back which was a little over $400. I decided to work the other way, feeling a little desperate because of my fast approaching deployment, so I called SNAAC to set up an automatic recurring bimonthly payment and told them my problem with the payment. It took them over 2 weeks to find my money and once they did they said it would be credited back into my account but never was. The beginning of the main problem. The system this Company has to set a recurring payment is impossible, after faxing and emailing 2 different forms I got it set up or so I though I had to redo all of my information with this company 4 times. First the company wasn't withdrawing the money or it was coming out only half of my payment and not the other half, which in turn caused me to have missed payments. I also had late fees for not paying on time showing up on my account when the payments are automatic and they pull them out so why should I be charged a late fee when its automatic. Even after calling and fixing these problems at my own expense, because getting a phone during a deployment is hard, I now have a bigger problem. What I thought would fix my problem made things worse. I emailed the company and gave them my information one more time over email and they said they would update my account again. The most resent withdraw from this company out of my account, after giving them my information, was -$1,048.45 witch is around 5 Times the normal withdrawn amount. I am worried the missed payments and late fees wouldn't affect my credit score because every problem that has happened lies solely on this company. I pray and hope that this problem is not also happening to other fine hard working Americans because that is hard earned money and 5 times the normal amount is ridiculous. This company has put me in a low financial stability and if you do not know a negative financial situation on me can affect my carrier so this is very important to me and my carrier. I have never found a collection company so hard to pay. I pray you can help me with my problems. Thank you for reading this complaint. I hope you have a nice day and God Bless

Desired Settlement: 1. Stop charging late fees if its automatic. 2. Set up my recurring payment plan the right way with the right amount. 3. Pay back the over withdrawn amount. 4. Pay back the missing payments. 5. No negative affects on my credit.

Business Response: A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.

7/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our issues started in January of 2015 while my husband who is active duty military was away for training. SNAAC failed to contact me when for reasons not known to us his car payment stopped. My husband was unreachable for 31 days. I was finally reached the first week of February to resolve this issue. The lady I dealt with was nice and helped me get everything up to date and fix the auto-pay on his account. March of 2015 it happened again. We paid what was owed and went through the whole process AGAIN. Even after this company non-stopped called my cell phone and my husband's without leaving a voicemail. April of 2015 SNAAC took a double payment on April 1,2015. When we called to ask why we were told that his car payment was 30+ days over due, that was not the case we have bank statements showing otherwise. AGAIN we went through the whole process of auto-pay and set up the payments the same as recommended by a customer service rep at SNAAC. June of 2015 here we go AGAIN with the same thing over and over again. We spoke with someone around June 5th or 6th and we were then informed that we were 1/2 a payment ahead and current on the loan. July 1, 2015 yes today the day I am writing this email. Another double payment has been pulled from our bank account. My husband called them again and when he asked to speak with a supervisor he was them told the supervisor is refusing to get on the phone with him to work this out. Like other military families we budget our bills to the penny every month and make sure our bills are paid on-time, because of the impotence of this company it has caused severe issues with our bank account. Not to mention the countless hours we have both had to step away from ours jobs to speak with these people. I find this to be unacceptable of a business. I work for a car dealership and I am appalled at the lac of disrespect this company shows towards hard working people. I will NOT recommend this company to anyone moving forward.

Desired Settlement: I want the phone calls to stop and the account to be corrected, and when I say corrected I do mean the right way. The company should be responsible for training their employees properly. Me nor my husband should not be harassed for a payment when they have already received it.

Business Response: "A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution."

7/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to contact SNAAC for almost a week now and have been unsuccessful in contacting them. I have left numerous voicemails as well as called every single day of the week at different hours with no success. Then today I have been trying to contact them since 8:00 am since that is when their customer service hours of operation begin and I have been continued to be redirected to an automated voicemail system for the last 20 minutes.

Desired Settlement: I would just like someone from the customer service department to contact me to resolve my issue is all.

Business Response:

A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching
an amicable resolution. We will respond directly to our customer or the party filing the complaint. The
lack of public response in no way suggests that we are not investigating and addressing each
complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an
amicable resolution.

6/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been trying to resolve an issue with collections for the past month and whenever I send them something they say ok we will resolve it and call you back or send you an email. I never receive anything back and it is still an ongoing issue. I always have to call them and wait forever on the line to talk to a person.

Desired Settlement: For the company to review documents they need to lower the collection debt because they said a automobile did not have insurance in which I sent to them.

Business Response: A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching

an amicable resolution. We will respond directly to our customer or the party filing the complaint. The

lack of public response in no way suggests that we are not investigating and addressing each

complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an

amicable resolution.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** ****

Finally got in touch with someone who worked with me and was great help. 

6/6/2015 Billing/Collection Issues
6/3/2015 Problems with Product/Service
5/29/2015 Billing/Collection Issues
5/27/2015 Problems with Product/Service
4/18/2015 Problems with Product/Service
4/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I'll start with saying yes my car was repossessed due to nonpayment. I tried to refinance or work out a payment and they would not budge. Understood. However, once the "collection" process started they stooped to lows i've never experienced. This ranged from texting me on random cell phone numbers pretending to be friends that needed a new # for their phone to when I did call the number that text me back they flat out refused to say who they were until I gave them my name. I refused to do that. They got angry and hung up. I called back and they finally admitted it was SNAAC. They sent fake emails and made threats saying I would be put in jail if I didn't pay. Okay. Next. I was emailed (I have proof) by the collections department stating if I paid them 1100 dollars they would remove the "charged off" statement on my credit and replace it with "paid in full" not any other variation. Paid in Full. However, 90 days went by and nothing changed. I disputed with the credit reporting agencies and they state that SNAAC claims the report is accurate. I even attached the email from their agent. All they did was mark it as a "payment made" and didn't honor what they promised me.

Desired Settlement: I expect SNAAC to honor their promise and change my credit reports with all three agencies to say that the account was paid in full.

Business Response:

*********** ******

***** ******** *** ******* ** *****

Account Number: ********

Complaint ID: ********

Vehicle: **** ***** ******

Email: ****************************** Dear *** ******,

Please allow this communication to serve as our response to your concerns reported to the BBB on March 25, 2015. We take all complaints seriously and attempt to resolve them as promptly as possible. Our management team has completed a review of the complaint you submitted and we would like to respond to the points detailed within.

·         You claim that our representative sent emails threatening you with jail.

o   Our review of the communications between you and our representative do show any evidence of inappropriate texts, emails or threats.

o   If you have additional information or documentation to support your claim, please send it to us so we may review.

·         You claim that our representative emailed you and stated if you made the agreed upon settlement payment that the "charged off" statement would be removed and the account would be reported as paid in full.

o   Our review of the communications show that our representative stated:

n  That you would not owe any additional amounts.

n  Your credit history will remain intact to reflect its valid history including late payments, repossessions, etc.

n  Your account would be reported as settled in full with a zero balance.

o   As such, we have confirmed that your account is reporting as you were informed.

If you would like to further discuss this matter, please contact our Recovery Manager, Milton Jones, at ###-###-#### or *****************

Thank you for your commitment and dedication in service to our country.

Sincerely,

Security National Automotive ###-###-####

Business Response:

*********** ****** ***** ******** *** ******* ** *****

Account Number: ******** Complaint ID: ********

Vehicle: **** ***** ******

Email: ****************************** Dear *** ******,

Please allow this communication to serve as our response to your concerns reported to the BBB on March 25, 2015. We take all complaints seriously and attempt to resolve them as promptly as possible. Our management team has completed a review of the complaint you submitted and we would like to respond to the points detailed within.

  • You claim that our representative sent emails threatening you with jail.
    • Our review of the communications between you and our representative do not show any evidence of inappropriate texts, emails or threats.
    • If you have additional information or documentation to support your claim, please send it to us so we may review.
  • You claim that our representative emailed you and stated if you made the agreed upon settlement payment that the "charged off„ statement would be removed and the account would be reported as paid in full.
  • Our review of the communications show that our representative stated:
    • That you would not owe any additional amounts.
    • Your credit history will remain intact to reflect its valid history including late payments, repossessions, etc.
    • Your account would be reported as settled in full with a zero balance.
  • As such, we have confirmed that your account is reporting as you were informed.

If you would like to further discuss this matter, please contact our Recovery Manager, ****** *****, at ###-###-#### or *****************

Thank you for your commitment and dedication in service to our country.

Sincerely,

Security National Automotive ###-###-####

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.    I am waiting on their team to change my status to "paid in full after reposession" now to me that means that it should state paid in full and the repossession stays on there.  I'm okay with that as long as it changes to paid in full and does NOT say Paid in full for less than full balance or Settled.  I will wait and see if it is changed on my credit.  This is their exact response " Per our previous response, we reviewed the communications between you and our representative.  At no time did our representative state that your account would reflect as “paid in full.”  Our representative informed you that your account would show as a “settled in full with zero owed” and that your payment history and account activity would remain.  “Paid in full for less than the full balance”  is how a settled in full account is reported.  However, as a courtesy to you, we will update your account status to “paid in full after repossession.”  

 ****** *****

Recovery Manager

Security National Automotive

PH: ###-###-####

Toll Free: ###-###-####

Email: ****************

Website: www.snaac.com


Regards,

*********** ******

4/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: every month im getting emails about how my account is delinquent and the emails say anywhere from 30-78 days late and when i call its "up to date" but then im still getting bombarded with emails and late fees and this time i called apparently i overpaid but im still "12 days past due" and now it is on my credit score and its been brought down 43 points because of this

Desired Settlement: if I've overpaid i would like a refund of what i over paid. and also i would like to stop being contacted unless this matter is accurate. and i would also like to have this removed from my credit score

Business Response: We have reviewed this complaint using our internal complaint management process. A member of SNAAC’s management team is attempting to work with the appropriate party in hopes of reaching an amicable resolution. We will keep the B.B.B. informed of any progress as it develops. Thank you

4/8/2015 Problems with Product/Service
3/25/2015 Problems with Product/Service
3/15/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On may 29th 2014 I purchased a 2012 Camaro from ***** of ********. SNAAC financed the loan through ***** of ********. The car was great and I was happy with the deal. I had put a rush on the registration with my salesman because I live in a secured condo which require's the registration, the safety check and insurance. I received a temporary registration from the dealer. The vehicle did not have a safety check at the time and I was told I could put one on and they (the dealer) will reimburse me later which I agreed to. One week before the end of the month I tried to contact the dealer through phone call's and no one returned my call's regarding the safety check expiration deadline and the registration. I was forced to get a second safety check in order to park the vehicle at my place of residence. The safety inspector was surprised that I did not receive the registration yet and advised me to be careful. He gave me a tempurary safety check and a printout of the DMV report. To my surprise the DMV report said "VEHICLE NOT TRANSFERABLE - NO HAWAII TITLE ISSUED". I was informed by the Safety Inspector that this mean's the vehicle still belongs to the previous owner's bank! I complained to ***** ** ******** by phone and in person to resolve this matter or I will return the vehicle. The ***** ** ******** finance manage***** ******** told me he will take care of it. After another two weeks of Volvo giving me the run-around without contacting me at all, I could not see any thing else to do but return the vehicle to ***** ** ******** on July 2, 2014 and I also informed SNAAC. One week later on Mr. *** ******** forn SNAAC called and said he was very sorry to hear that I returned the Camaro and wanted to know why. After informing him he asked me for a copy of the DMV document which I e-mailed to him, and said he will see to it that I get my down payment and my trade-in vehicle back. He never called back! SNAAC began sending threatening letters to me, they ruined my credit and later said the Camaro was repo'd and that I will be responsible for all cost. As of today (February 24,2015). SNAAC say's I will be responsible for the deficiency balance of $11525.7. SNAAC new fully well that this vehicle could not be registered anywhere and it was not ready to be sold. It is they're responsibility being in the auto business to make sure any vehicle they finance is legal and ready for sale! My trade-in vehicle a 2007 Ford Explorer and $2000 down payment was not returned to me and my credit is ruined! Here is Mr. *** ********** email address at SNAAC: ******************* * filed complaints with Hawaii BBB, Consumer Protection and RICO. I have tried to hire an attorney but cannot get a loan since my credit is now ruined!

Desired Settlement: Return of trade-in vehicle or my investment in the 2007 Ford Explorer $4000, return of my $3000 down payment , and my credit restored. It would be nice to get a complimentary gift for all the trouble I went through.

Business Response:  We have reviewed this complaint using our internal complaint management process. A member of SNAAC’s management team is attempting to work with the appropriate party in hopes of reaching an amicable resolution. We will keep the B.B.B. informed of any progress as it develops. Thank you, **** ******* Training / Quality Assurance Lead Security National Automotive

3/11/2015 Billing/Collection Issues
2/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have for over a year now requested that this company send the title to my 2010 Chrysler 300 to the Kansas Department of Motor Vehicle so I can renew my vehicle registration. This request has also been sent multiple times by fax and in the mail by the Kansas State Geary County DMV. This company has repeatedly stated it has sent my title but has not. It has now caused my vehicle registration to lapse as August 2014. This has caused multiple issues with my Job for the US Army as well as caused me to pay out over $300 in fines due to Kansas state laws about vehicle registration. This company has also failed to return my calls about the windshield that was cracked while it was in there possession while being transported to a storage location. I have spoken many times to ***** **** about this matter to have it fixed but he has refused to return my calls and made no attempts to fix the matter. I have spoken to more then 15 different people from this company to get my title sent and the matter cleared up but have had no luck. This company a has offered no help in the matter and has had some of the worst customer service I have ever dealt with. As a military member I will never recommend this company to any one EVER.

Desired Settlement: I would like to have my title sent to the Geary county DMV at 200 East 8th Street Junction City, KS (785) 238-8109. As well as a have my windshield replaced and the $300 in fines i have had to pay be refunded to me.

Business Response:

February 27, 2015

***** ******* ***** **** ***** ** **** ****** ** *****

Account Number: ********

Complaint ID: ********

Vehicle: 2010 Chrysler 300

Email: ***********************

Dear Mr. *****,

Please allow this communication to serve as our response to your concerns reported to the BBB on February 21, 2015. We take all complaints seriously and attempt to resolve them as promptly as possible. Our management team has completed a review of the complaint you submitted and we would like to respond to the points detailed within.

Your complaint reports you requested, for over a year, that SNAAC provide a copy of your title to the Kansas DMV. SNAAC completed this request twice. Your title was initially faxed to (785)238-7631on January 30, 2014, at the time of your original request and while you were at the DMV and the title was sent by mail to the Kansas DMV at 200 E. 8th St., Junction City, KS 66441 after your second request on February 11, 2015. These are the only two requests received about this matter.

Your vehicle was repossessed on January 21, 2015. Your complaint reports that SNAAC failed to respond to your claims that the repossession agency cracked your windshield while it was in their repossession. To facilitate a quick resolution, SNAAC is willing to assist you with the repair of your windshield. Please obtain an estimate for the replacement of your windshield and forward the estimate to kmorris@snaac.com for approval. We will contact the repair facility and pay them directly once you have confirmed the repair is complete.

Know that we appreciate your service to this country and we will continue to service your account per the terms of your retail installment sales contract. If you would like to further discuss this matter, please contact our Asset Recovery Manager, *** ******, at (800)995-0591 **** *** ** ******************

Thank you for your commitment and dedication in service to our country. Sincerely,

Security National Automotive

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is some what  satisfactory to me.  I would like to follow on and say that it was only after putting in the formal complaint that the company complied and made any attempt to fix the issues. While though yes they have sent my title and have offered to but yet have fix my windshield they have not addressed the $300 in fines i received for the lateness of the registration. The company stated it only received two request for the title but this is not true, every time i spoke with a rep from their company i ask to have my title sent. Also, while though it my be small to some a company who can't even take the time to spell a persons name right ( my last name is Manns, not *****)  is a company that shows it does not take the time to know the people that they serve as well as a company who does not pay attention to detail.

Regards,

***** *****

2/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a vehicle and set up an account specifically for our car payment to come out of. The paperwork was sent to SNAAC to include the draft form for the payment. We received a call welcoming us to SNAAC a little later. We went two, almost three, months with no problem. We didn't check the account because we knew the money would be there. I come out of work one day and my truck is gone. I called SNAAC and they said they had repossessed the car because I hadn't paid. I called my wife and she called the bank. The money was still in the bank. After several days of discussions and confusion, I paid the past do amount, late fees and some other fees but they did waive the tow fees. They waived the tow fees because I sent them paperwork showing the money was in the bank and HAD been there for the past few months and he stated it was an error on their part. I was livid due to the embarrassing mess at my place of employment. Before I was allowed to pick up my car the representative sent me numerous forms, to include another draft form. I explained because I had to pay all of those other fees that I couldn't pay December when it was their error. The representative explained the situation in such a way to give me the impression that the December payment could be deferred. So when I filled out the new draft form to start on January 15th instead of the 1st like it was originally set up. Which was another fee to change the payment date. I did this all at the repo company and sat there, after paying, for another hour/hour and a half. This was because I was told that the paperwork had to be in order before I took possession of the vehicle. I turned the new draft form in with the date of 01-15-15 with the understanding that would be my next due date. The woman at the repossession company was standing right there. I had the phone on speaker because she and I were outside smoking a cigarette. Now I have been called several time today and I called back. This representative named ******* is who I spoke with today 01/17-15. I explained what the situation was. He basically was unconcerned with my issues and said since there was nothing documented I had to take care of the account. He was very condescending in his demeanor and tone in accordance with his lack of concern for my side of the issue even though the initial representative, I spoke with in November, stated that they were at fault and that is why he at least waived the tow fees. I continued to tell ******* that this was an unexpected expense and I am on a pretty tight budget so I didn't have the money and wouldn't until the next payment comes out on 02/15/15. He just continued to state that I would be charged a late fee and other fees each month. I'm like, "How is this fair when it started with an error on your part and the issue of me being told I could pay the money on the fifteenth of January just as the REVIEWED paperwork stated I should before I was able to take possession of the car. I eventually hung up on him. The payment that came out for 01-15-15 was credited to the December payment that I was lead to believe would be deferred. This leaves me owing for January and an endless amount of fees each month and it is wrong. It also impacts my credit negatively when I am the victim in this.

Desired Settlement: I would like, in the VERY least, to have that December payment deferred or (since they have already applied the January payment to December) defer the January payment and just let it start with the automatic draft that is now coming out and coming up in February.

Business Response:

January 22, 2015

****** * ***** ******** **** ******* ***** ***** ******* ** *****

Account Number: ********

Complaint ID: ********

Vehicle: 2013 GMC Terrain Account Balance: $25,952.94

Email: *******************

Dear Mr. and Mrs. ********,

Please allow this communication to serve as our response to your concerns reported to the BBB on January 17, 2015. We take all complaints seriously and attempt to resolve them as promptly as possible. Our management team has completed a review of the complaint you submitted and we would like to respond to the points detailed within.

On July 22, 2014, SNAAC received unsigned draft payment forms, which prevented us from setting a recurring payment method on your account. Prior to your first due date, on August 31, 2014, we attempted to contact you regarding your account. Over the following two (2) months we made calls in an attempt to reach you about your account and the forms needed; several voicemails were left, and two of these calls resulted in a message being left directly with your son, Devante Jefferson.

On or around November 4, 2014, a 'Notice to Cure' letter was sent to your address on file via USPS certified mail, which provided information regarding the account and balance. After the statutory time to cure the default passed we repossessed the car.

On November 19, 2014, SNAAC agreed, as a courtesy, to waive the towing and storage fees if you redeemed your vehicle. You were informed the account needed to be brought current and a December payment would still be due. We reminded you of the payments on November 21, 2014 too.

You state that a SNAAC representative gave you the impression that your December payment would be deferred. At no time during the redemption phone calls was a deferral discussed.

 

You brought your account current in November, but the December payment has not yet been made and the account is still past due. If you can bring your account current a deferral is an option. If this is an option you wish to move forward with please contact us at (866) 500-2554 Extension ***. We can provide you the deferral forms that must be returned to our office and explain how the deferral process operates.

Know that we appreciate your service to this country and we will continue to service your account per the terms of your retail installment sales contract.

If you would like to further discuss this matter, please contact our Collections Manager, ***** *******, at (866) 500-2554 extension ***.

Thank you for your commitment and dedication in service to our country.

Sincerely,

Security National Automotive Acceptance Company, LLC 800.995.0591

12/19/2014 Advertising/Sales Issues
12/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My account has been showing a past due balance is showing more than 30 days past due even though I am current on my payment. I get collection calls from people within the organization and once I explain to them they look in the system and find the error but, it still has not been fixed and I am still receiving collection calls.

Desired Settlement: I would like my account to show the correct balance and i would like any extra interest that has been charged debited to the account.

Business Response:

We have reviewed this complaint using our internal complaint management process. A member of SNAAC’s management team is attempting to work with the appropriate party in hopes of reaching an amicable resolution. We will keep the B.B.B. informed of any progress as it develops. Thank you, **** ******* Training / Quality Assurance Lead Security National Automotive 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******* ****

12/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My last payment to this company should have been around October 15, 2014. I called to verify this information. After a error returned email, to the person who was handling my account, I gave them a call. After 3 phone calls to 2 different numbers, I finally reached someone. I was told my account was paid in full and they would need 30 days to make sure that the funds reach their account and isn't disputed. November 17th, 2014 I was charged once again. I've tried calling at least 5 times, each time pressing "5" for existing customers. You are on hold until it forces you to a voicemail. I've left messages twice with no response. Finally I decide to push another option "for dealers calling for a payoff quote.. Of course, someone answers. This man informs me that he cannot get in touch with anyone (just like my experience). He tells me to leave a voicemail. I told him that I have left messages and no one returns the calls. He apologizes and transfers me to a voicemail anyway. I hang up because they don't answer voicemails. I called back and pressed the line for "dealers" again, again, someone actually picks up. He informs me that "the whole office is out today." I asked are they always out because no one ever answers. He said he would email the 'recovery department." This forced me to contact my back in order to stop payments out of my account. I shouldn't of had to do that. I was under contract that if I missed a payment the settlement would be null & void. On the other hand, there aren't any consequences for continuing to debit funds that don't belong to them.

Desired Settlement: My funds should be returned to my account promptly. I also want an email or mail sent stating the account has been paid and no further funds will be drawn from my account. I want my account information to be erased from their database. I want it to be reported to the credit report agencies that the amount I was supposed to pay has been paid in full.

Business Response:

We have reviewed this complaint using our internal complaint management process. A member of SNAAC’s management team is attempting to work with the appropriate party in hopes of reaching an amicable resolution. We will keep the B.B.B. informed of any progress as it develops.

Thank you, **** ******* Training / Quality Assurance Lead

Security National Automotive 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** **********

10/31/2014 Problems with Product/Service
10/6/2014 Billing/Collection Issues
10/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ***** ******** financed a 2008 dodge charger through SNAAC and have been paying on it for 2 and a half years. But from March 2013 too October 2013, I let a friend named ******* ******** use it and he took over the car notes. But for some reason he stopped making payments in October 2013, with out telling me for a reason I don't know. So I made up that half a payment back in oct 2013. So the car was sitting at these apt duplexs in killeen texas from oct too jan.. In January I called SNAAC too ask can the move my car from the area too back on post where Im residing at. I Never said the word REPO or Voluntary Repo. So they made me start my allotment back up and pay the fine to get it out the towyard. I did everything they said too do. I Remember on phone back in Feb 2014 that the lady said this will not be a repo or go on your credit report. From feb 2014 until now all payments been made on time. Until Sept 13, 2014 when I was trying too trade my 2008 dodge charger in, it said "redeemed repo" on my credit report.. I dont understand how this can happen especially when the car never really got repoed then or now. So I am wanting this bad information off my credit report, because I can't even trade my car in with that being on my credit report. So if you guys at BBB can get this situation resolved and fixed I will greatly appreciate it. Thanks

Desired Settlement: A phone call and email confirming that this "redeemed repo" was removed off my credit report.

Business Response:

We have reviewed this complaint using our internal complaint management process. A member of SNAAC’s management team is attempting to work with the appropriate party in hopes of reaching an amicable resolution. We will keep the B.B.B. informed of any progress as it develops.

Thank you, **** ******* Training / Quality Assurance Lead

Security National Automotive 

10/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Finance a 2005 DODGE MAGNUM through SNAAC since 2008 before I sold it in 2012. In 2012 the car was payed off by a car dealer in Kaiserslauter Germany. I made sure that both SNAAC and the Dealer made contact to arrange on how to properly make the exchange of car title and car payment. Spoke with SNAAC and the informed me that everything was good to go. I sold the car for $4000.00 and I had only little over $2000.00 left on the vehicle. Not thinking anything about it and was not contact by SNAAC, they reported on my credit that the vehicle was a charge off. I found this out by checking my credit report in Jan 2014. I contact SNAAC Jan 27 2014 and spoke with ****** ****** about what was going on with my credit and ask why did they mark the vehicle as being a charge off. She informed me that there was nothing that they could do at this moment and that they will look further into it. Till this day I have not heard anything back from SNAAC about my current issue. Vehicle was payed for in full and I have the payment history to prove it.

Desired Settlement: I would like SNAAC to dispute the negative on my credit.

Business Response:

We have reviewed this complaint using our internal complaint management process. A member of SNAAC’s management team is attempting to work with the appropriate party in hopes of reaching an amicable resolution. We will keep the B.B.B. informed of any progress as it develops.

Thank you, **** ******* Training / Quality Assurance Lead

Security National Automotive 

Consumer Response:  No SNAAC has not address the issue on disputing this issue. I am really not sure why they have not. The car was payed. As far a meeting the outline if I'm correct, they did not.

6/27/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been in the military for three years now and I have purchased a truck by myself a few years back. The loan is through security national and at the time was very excited doing business on my own with them. Later I found out when I was looking over my account security national was hitting me with a 15,9% interest rate and not only that the vehicle was in an accident which they did not disclose they faked a car fax. So having a 474 dollar car payment a month on a vehicle which I owe 14000 dollars on really sucks. The vehicle is worth 6000 or less because of the accident. If you are a serviced member or a citizen be very careful of company's like this!!!!

Desired Settlement: Take the vehicle back I do not want it. The vehicle is not worth nor what you made it out to be. And if you are going to have the clause "Clean Autocheck Vehicle History Report" in the military section make sure you honor it.

Business Response: We have reviewed this complaint using our internal complaint management process. A member of SNAAC’s management team is attempting to work with the appropriate party in hopes of reaching an amicable resolution. We will keep the B.B.B. informed of any progress as it develops. Thank you, 

6/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In November of 2011, I purchased my car at a dealership right outside of **** ******, Georgia. They advertised that they could help us, Army Service Members, get into a quality pre-owned vehicle. I was financed through Security National Acceptance Automotive Company (SNAAC). I had never heard of the company before yet I was able to drive off in my vehicle happily. In September of 2013, I returned to Georgia as a reservist contractor and had my car stolen from my great aunt's house, yet it was picked up by a tow truck. I called SNAAC to find out if it had been repossessed yet they stated they did not have the vehicle. For a month I searched along with the local police stations for my vehicle until it was found on another side of town, 58 miles from where it was stolen, meticulously stripped with only the tires on it on the side of the road. I took the loss very personal. I contacted SNAAC again to ask them yet again if they tried to repossess my car or their practices and who their tow service was in the state of Georgia yet they would not tell me. On November 25, 2013, ***** sent SNAAC a check for the total amount owed on the car. ***** ******* *** ***, the Insurance Administrator, contacted me by phone and email demanding immediate return of the title documents in which I sent over. On December 12, 2013, SNAAC sent ***** the title for the vehicle and I thought everything was final. After a review of my credit report on 05/14/2014,, SNAAC was reporting it as a charged off account stating that I owed $15, 620. When I contacted SNAAC at 1*************, ********* stated that there was a $0 balance yet she could not locate who I needed to talk to for a verification letter stating it was in-fact paid off. I then called Insurance Processing at ************** and spoke with ***** who stated she would explain the situation to her supervisor who would then send me out a letter to my email address yet I have yet to receive that letter or any response.

Desired Settlement: I am requesting that they stop reporting the account as charged off and that I owe $15, 620 and report the accurate information that the account has a $0 balance and paid in full.

Business Response: We have reviewed this complaint using our internal complaint management process. A member of SNAAC’s management team is attempting to work with the appropriate party in hopes of reaching an amicable resolution. We will keep the B.B.B. informed of any progress as it develops. Thank you, **** ******* Training / Quality Assurance Lead Security National Automotive

5/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have had a loan/lien with Security National since approximately 2009. Back in 2010, August 1st, when i was medically discharged from active duty army, and my pay was transferred from active duty to retirement pay, the allotment did not take effect. August 2nd when i called to re-set up the allotment, the representative told me to wait until the following month to see if the allotment would automatically kick in. It did not kick in. I called again and informed them of the issue once again. They then finally gave me the information to set up the allotment again. I was told by said representative to pay one of the past due allotments and not worry about the other one due to said advice. I paid one of them and set up the allotment as told to do. Now there is considerable damage to my credit, and i am months behind because of late fee's due to the payment i was told not to worry about. I am trying to trade the vehicle in today, but i'm not sure if i will even be able to get a loan because of this, though i'm still going to try after this message is sent.

Desired Settlement: The repairing of my credit and the cancellation of late fee's caused by the information I was provided by their company representative back in 2010.

Business Response: Customer: ***** *****s
Account No. ********
Vehicle: **** ****** ****
To whom it may concern:
A recent review of Mr. ******’ account shows that all of his payments were received on time. His credit bureau report should reflect this in near future.
If you should have any questions, please contact Collection Manager, ***** *******, at the number provided below.
***** ******* ###-###-#### Ext ***
Sincerely,
**** *******
Security National Automotive Acceptance Company, LLC

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  On a side note, it is sad that an individual cannot get results such as this. I have tried repeatedly to solve this problem on my own. I called to talk to them about it, the only thing they cared to say is "what are you going to pay this moment?" So i would like to say thank you very much BBB, you have been a big help.

Regards,

***** ******

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As a service member I am able to use the Service member civil relief act. I called the company and told them that I have been previously discharged and have started a whole new contract with the US navy. I sent in the discharge date and the new date of enlistment. I explained this to an employee there and they said that I am eligible to use the SCRA. But then refused me because they went by my pay date has nothing to do with my enlistment. It was when I first came in. I explained to them that I was DISCHARGED and in a whole new contract, I sent them command signed correspondence letters, same ones and same information that I sent to several other companies, those companies all changed my interest rate to the law of the SCRA. SNAAC decided not to, in the law it states PERIOD(S) of military enlistment. And no where does it say that it needs to go by ADSD in the law. I called SCRA and they said the same thing, that they can definitely lower the interest rate (they don't have an option to refinance) by utilizing the law. But because I was HONORABLY DISCHARGED, and then sworn back into the navy that this is a whole new enlistment and a whole new navy contract. SNAAC has no support for their military members. And I plan on seeking legal counseling on the matter. I deserve to use SCRA to obtain my 6% interest rate warranted to me by LAW.

Desired Settlement: My interest rate on my vehicle be lowered to 6% by law.

Business Response:

A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching an amicable resolution. We will respond directly to our customer or the party filing the complaint. The lack of a public response in no way suggests that we are not investigating and addressing each complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an amicable resolution.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


SNAAC Was faxed a new copy of my new contract were it states that I was  honorably discharged on the 5th of January, signed by my commanding officer. The new contract is a NEW CONTRACT. there for that is considered a BREAK IN SERVICE.  I have honorably discharged certificates and paper work from the military, then a contract with my new enlistment. SNAAC knows this to be true, and I feel that by their condescending statement of "this may be hard to interpret", they understand what they are doing. The law states PERIODS of military service because there are different periods with each enlistment. I was honorably discharged, SNAAC visibly viewed that paperwork, I faced them that information & they still refuse to respect it. SNAAC goes after military personnel, and then manipulates the law to benefit themselves. I have contacted my congressman & state senator on this matter, and I have obtained legal guidance. SNAAC does know that what they are doing is against the law, but from what I've seen their morals and values of that company are not of respectable level. To say that there is no break in service but I have contractual proof that I was indeed discharged and enlisted again , once again that was sent to SNAAC and manipulated to work for their company. This is ILLEGAL. I explained this to a woman at the company who told me that I was in the right, and that I was eligable for SCRA. Then suddenly changing their tune, extremely suspicious, and the US MILITARY to suffer, which is evident by many other complaints by service members making complaints against this company on this website. Absolutely horrible company. 


1/2/2014 Problems with Product/Service | Complaint Details Unavailable
11/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company is a group and practices issuing auto loans to mainly Military personnel with not so perfect credit. They require a allotment to be setup to even fulfill the loan. We have had them for over 3 years and never missed or even been late on a payment. They require a 15.00 charge just to make a payment online. They will not accept a credit or debit card just a bank draft so it take a couple days until the funds actually reach their account. We always make our payments on time and for the correct amount. They have repeatedly sent us e-mail stating that our account is in collections via an automatic e-mail when the payment has been made and we have given them the transaction ID showing that it's been paid and they just say "to bad" this is how we operate. Leaving out that we are always on time and for the right amount it's outrageous that a company would only give a person less then 24 hours if a payment has not hit to say it's now in collections is ridiculous. They only do it to try and get the consumer to pay another 10.00 in late fee's on top of the crazy 15.00 fee to just pay your bill. This company is clearly trying to prey on the active duty Military members because they thing it's funny and because they can. It's a gross practice to be so cruel to Military members even when they are paying their bills on time.

Desired Settlement: An apology is the least that needs to happen and their business practices need to stop. Men and Women risking their lives do not need to be prey on like pieces of garbage.

Business Response: A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching an amicable resolution. We will respond directly to our customer or the party filing the complaint. The lack of a public response in no way suggests that we are not investigating and addressing each complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an amicable resolution.

11/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company continued to have my checking account charged after the vehicle was repossessed and I was making payments prior of the unnecessary repossession of the vehicle.

Desired Settlement: I would like the money taking from my account after the vehicle was repossessed and no further contact.

Business Response: A member of SNAAC’s management team is reviewing the
details of the complaint in hopes of reaching an amicable resolution. We
will respond directly to our customer or the party filing the complaint. The lack
of a public response in no way suggests that we are not investigating and
addressing each complaint filed. We will keep the BBB informed as
to any progress we make in our efforts to reach an amicable resolution.

 (See Attached)

10/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted SNAAC over and over again about money that they owe me after I traded my vehicle in that was financed through them. They keep giving me the run around then trying to say well we had the wrong address when they didn't. Now they are saying when they get the check back that they will charge me $25 for them to send it to the correct place. I was orignally told that they would deposit in my account and I gave them my checking and routing number for them to do that. They deposited part of the money and then said well we sent the check out with the rest of the money. I have spoke to the manager and he seemed to not care or really want to help.

Desired Settlement: For them to give me my money before the end of the month of OCTOBER 2013

Business Response: A member of SNAAC’s management team is reviewing the
details of the complaint in hopes of reaching an amicable resolution. We
will respond directly to our customer or the party filing the complaint. The lack
of a public response in no way suggests that we are not investigating and
addressing each complaint filed. We will keep the BBB informed as
to any progress we make in our efforts to reach an amicable resolution.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

***** *********




10/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After Repeatedly telling this company to stop giving out information to my employers and associates they continued to harass me at my work. They would get defensive when ever i asked them for information about their company and ended up getting an attitude from one of there representatives. At one point I asked them to contact me only since they know how to get a hold of me and they said they would continue to call my work place and other associates.

Desired Settlement: I want this company to stop harassing me at my work place.

Business Response: A member of SNAAC’s management team is reviewing the
details of the complaint in hopes of reaching an amicable resolution. We
will respond directly to our customer or the party filing the complaint. Lack
of a public response in no way suggests that we are not investigating and
addressing each complaint filed. We will keep the BBB informed as
to any progress we make in our efforts to reach an amicable resolution.

*PLEASE SEE ATTACHED*

10/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ok i bought a truck using this company a few years ago. Since than i have reported to them that i was getting deployed and the APR rate was suppose to drop to 6% while i was overseas. (Congress passed a law in 2006 called the sailor and solider act), i did report to this company and even sent in my orders for proof as they requested. Well they never dropped it as the law that was put into placed said they was supposed to. And another issue i have has well with same company. Since i was wounded in action i was placed in the hospitals for some time. Well wasnt able to make payment on truck after that. So they sent it off to a collection agency. But federal law states that in order for them to do that the must come repo the truck and than sell it at a auction and once sold if they got the price i still owed the problem was gone. but it states if they got more tat the sale than what i owed than they would have to pay me. So in order to sell my contract to a collection agency they have to follow these steps and which they did not follow any by law. With this all being said its onow on my credit and has been but if they would of sold it at auction like law says this would of been taking care of and if they would of dropped the APR to 6% as the sailor and solider act states the truck ould of been paid off way before i was hurt. i would like to see something happen as i still have the truck in my hands and tried of hauling it around since it doesnt run and hasnt for past 3 years.

Desired Settlement: Since there was a few steps taken in doing there job right as a company and not following laws stated by Congress and the steps on how to get the monety owed. i would like for them to resolve the issue by contacting the collection agency they sold the info to and having it lifted or they contact me and follow the right steps. i owe 6 grand on truck and at the auction the truck would bring 10 to 12 grand already have seen how the sell. So than SNACC would have to pay me the difference by law.

Business Response: A member of SNAAC’s management team is reviewing the
details of the complaint in hopes of reaching an amicable resolution. We
will respond directly to our customer or the party filing the complaint. Lack
of a public response in no way suggests that we are not investigating and
addressing each complaint filed. We will keep the BBB informed as
to any progress we make in our efforts to reach an amicable resolution.

 *see attached*

9/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Due to pay issues, the vehicle that I had financed through SNAAC was repossesed. There is an outstanding ballance due. My wife and I have talked to the collections personell to try to make aggangements for payment. The collections people will only accept either a one lump sum payment, or a monthly military allotment of 200.00. I have told the collections people that I both don't have 200.00 a month to send them and also that I am unable to start a new allotment due to other bills which come out of my pay through allotments. The collections people said I need to go to **** ******** loans, ******* ******** loans or get my family to loan me the money. Due to my pay history I am unable to get any loans which would just add to my financial burden and my family is unable to loan me any money. I am the only one in my household earning a pay check due to an injury my wife substained at work back in January, so I am with limited funds and Security National is not willing to work with me with in my finicial means.

Desired Settlement: Have Security National allow lower payments that I can afford right now, and as other bills are paid off I will be able to pay more each month.

Business Response:

We have completed our review of the complaint. We will respond directly to our customer or the party filing the complaint. Lack of a public response in no way suggests that we are not investigating and addressing each

complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an

amicable resolution.

 

Sincerely,

**** *******

Training / Quality Assurance Lead

Security National Automotive

###-###-#### Ext ***

www.snaac.com

 

 

 

9/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Security National Automotive Acceptance Company made a Credit Inquiry with a false application from a Dealership that I have already confronted, and will not remove it even after I have notified them. I sent a letter certified mail and received a generic response "Your credit application was found to be true." I notified SNAAC by phone August 5th, 2013 1:25PM (PST) that this application was false, and I was told by ******** to send in my "Full SSN" through the mail to dispute the inquiry. When I told her I did not feel comfortable with that she said that was all that could be done. During the call she would continually put me on hold to ask her supervisor, the first time she came back from her supervisor she told me they said "The inquiry will not be removed." This inquiry was placed March 30th, 2013 and during the call she told me the inquiry was June 16th, I still do not know where this date came from? Eventually I was put on the phone with ***** ***** who told me that I needed to contact the Credit Bureaus, I explained that I had already contacted the Dealership and the Bureaus and they both told me I would have to contact the Credit Institutions. There were 5 Credit Inquiries submitted by the Dealership and 4 of the 5 have removed the inquiries without any problems, SNAAC being the last. ***** agreed to accept my documentation through email at ****************, compared to mail, which I felt more comfortable with. He told me if anything else was needed he would contact me. August 8th, 2013 11:45AM (PST) I emailed all the documentation he asked me for, and a few days later I received another generic response "Your credit application was found to be true." I emailed ***** asking about the letter and once again he told me to contact the Bureaus and now to get a Police Report. I have been trying to resolve this without law but if I do need to get law involved then I will get a lawyer.

Desired Settlement: Remove the Credit Inquiry that was not authorized by myself and is being proclaimed valid due to a false application that I have already notified SNAAC that is false many times.

Business Response:

A member of SNAAC’s management team is reviewing the details of the complaint in hopes of reaching an amicable resolution. We will respond directly to our customer or the party filing the complaint. Lack of a public response in no way suggests that we are not investigating and addressing each complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an amicable resolution.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this is a generic response and that the business has not attempted to resolve anything.

Regards,

****** *******

 

 

Consumer Response:

 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me during the time being. 

Regards,

 

****** *******

 

 

 

9/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am currently 3 weeks behind on my auto loan and its the first time i have ever been late. This company continues to call me at least 5 times a day from different phone numbers at different times of the day. When i finally asked to speak to a supervisor about the issue the lady was very rude. I was eventually connected to a supervisor named **** ****** who as soon as we started talking he was very ignorant and rude. when i expressed my concerns and issues he told me that since i am 3 weeks late his company can call me as many times as they want. I proceeded to explain how its not rite to harass someone this way. but the conversation went no where **** ****** continued to cut me off when i was speak have a really aggressive tone we better customer service the worst i have ever dealt with.

Desired Settlement: I want to only be contacted by mail and email the 5 or more calls a day must stop.

Business Response: We are in process of investigating this customer's complaint as well as the review. We will respond directly to him. The lack of a public response in no way suggests that we are not investigating and addressing each complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an amicable resolution.

Consumer Response:

 

Better Business Bureau I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

This company finally showed some customer service skills. I hope that the BBB takes a further look into this company's wrong doing to other customers as well.

Regards,

 

****** ******

 

 

 

7/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been with SNAAC since 2010 and it has been the worst experience of my life. They screwed me over from the get go but I blame myself on that because I should have thought before I bought my car. However, every single month they call me with some sort of issue, and I pay my bill every single month. However, the last three months have been the worst experience. They have taken my payment out twice two of those months and one of those months they tried saying I didn't pay them so they reported it on my credit. Now I am negative in my bank account due to my car payment being $432.90 a month and they took it twice almost $900.00 and they truly do not seem to care. They told me to call my bank to get it straightened out because they only recieved one of the payments even though I sent them a bank statement showing them they took it out twice. They have horrible customer service and do not help you solve the problems they have caused

Desired Settlement: I want my $434.90 they took out of my account plus the $132.00 in overdraft fees this has caused me.

Business Response:

Account No. 117673

Consumer Complaint No. *******

 

We have completed our review of the complaint. We will respond directly to our customer or the party filing the complaint. Lack of a public response in no way suggests that we are not investigating and addressing each complaint filed. We will keep the BBB informed as to any progress we make in our efforts to reach an amicable resolution.

 


Customer Review(s)

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Customer Reviews Summary

10 Customer Reviews on Security National Automotive Acceptance Company, LLC
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