Auto City Contract Dispute
Last year I bought a car through Auto City. Initially, I was satisfied with the sale and financing of the vehicle. Soon after I had the vehicle financed, my job transferred me to Florida. I spoke with my account representative and informed her of the move. She congratulated me and changed my billing address in their system (August 2014). A few months ago, I called Auto City and asked the same customer service representative his would I go about getting my vehicle registered in Florida. Shy stated, that the contract states I cannot go 50 miles out of the city limits. I was not aware of this, or I would have never financed a car through Auto City, since I do travel somewhat. I asked if an addendum could be added to my contract because of my employment circumstances and my impeccable payment history with them. They absolutely would not accommodate me in any manner. The customer service representative suggested I trade the car in, because they refuse to accommodate my needs. If I trade the car now, I will be almost $10,000 upside down. I also have a issue with their payment practices. I was told by a supervisor for their company to send a picture of my credit card via email, so I could make payments by phone or through text message. A few days after, my credit card information was stolen and $400 was taken out of my accounts. Since I've out of state and refuse to make direct payments to Auto City, I am forced to pay them through Western Union which an extra $25.00 every two weeks.
I would like Auto City to add an addendum to my contract, that is written by their in house finance company , so I can get my car registered in Florida. I would like Auto City to refund each time I have paid $25 to send them a Auto payment.
We have never in our history prevented a customer from moving more than 50 miles away. This employee did not explain our policy correctly and I apologize. Please accept this letter as our consent for Ms. ******* to move wherever she wishes provided she keeps us updated of her current address. Also, I have credited Ms. *******'s account for $150 as a courtesy to compensate her for her Western Union fees. However, we do not accept any liability for her stolen credit card information. Since Ms. *******'s last debit card transaction, we have changed credit card processors and no longer require a picture of her debit or credit card. She may contact any representative to set up her account to pay online with 0 fees. If she still feels uncomfortable with providing the card information over the phone, she may use our voice activated third party provider, Sigma, by calling 866-418-3416. This provider will allow her to use any card she wishes but there is a $4.95 fee.
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the $150 courtesy and willl pay the remaining balance for my car payment. However, the registration of the vehicle has not been addressed. In the state a Florida, if you are a resident your vehicle is required by law to be registered within 10 days of residency. I understand there is a contract, but an addendum can be added; since the contract is through their in house financing company. I'm just trying to abide by the laws of this state (FL). The sales clerk suggested I trade the car in, but that would leave me with a huge upside down balance. I plan to pay this car off and cannot afford to trade it with a balance that large. I think that suggestion was unprofessional; as well as unsympathetic to my situation. My account is in good standing. I just would like Auto City to work with me. I would also like to be assigned to another customer service representative if/when this issue is resolved.
Final Business Response
I apologize if I misunderstood Ms. *******'s request. After some research, Ms. ******* will need to contact her local tax office to request her new registration. Her tax office will contact us as lienholder and we'll forward the title directly to them. It will be processed as a Florida title and sent back. If Ms. ******* needs further help in understanding the process, please see: http://www.flhsmv.gov/dhsmv/newflres.html
As to her request for a different account representative, we no longer assign specific customers to an account representative so any representative who answers the phone can be of assistance.