Complaints

This profile includes complaints for Auto Now Financial Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auto Now Financial Services

  4240 W Glendale Ave Phoenix, AZ 85051-8138

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  Auto Now Financial Services

  2201 W Van Buren St Phoenix, AZ 85009-4503

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/23/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  IM NOT LIABLE FOR THIS DEBT WITH AUTO NOW FINANCIAL SERVICES I DO NOT HAVE A CONTRACT WITH THE COLLECTION AGENCY AUTO NOW FINANCIAL SERVICES THEY DID NOT PROVIDE ME WITH THE ORIGINAL CONTRACT I REQUESTED.

  Business Response

  Date: 08/27/2024

  Hello,

  Our record indicates that ****************** vehicle was repossessed from a impound yard and auctioned. After the vehicle was repossessed a Notice of Private Sale of a ***************** Vehicle (NOI) was mailed to her in or about 06/23/2022. In that Notice ANFS offered her a 10-day redemption period; she was also informed that if we auctioned the vehicle, the proceeds, after paying our costs, would be deducted from the amount she owed.   If we receive less money than owed, she would owe us the difference.

  Following,the sale of the car, a shortfall balance arose, as mentioned in the Explanation of calculation of Deficiency letter mailed to her in or about 04/14/2023. The Explanation of Calculation of Deficiency letter was returned to our office on or about 05/11/2023. As of the date of this response we have mailed a copy of the contract and a second copy of the Explanation of Calculation of Deficiency letter to ****************** to the address listed on this complaint.
  ANFS **** is the current owner and holder of the original Motor Vehicle Retail Installment Sales Contract, ******** would like to take this opportunity to inform ***************** that we are willing to enter into a scheduled payment plan agreement with her. We will work with her to determine a due date that works with her pay schedule as well as a reasonable monthly payment amount. We ask that ***************** please call us at ************ to set up a payment plan.  Once the deficiency balance is paid in full we will update ****************** credit report accordingly.

  Thanks.

• Initial Complaint

  Date:08/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My finance company for my car is saying Im late on my payments when I spoke with the lady who said there were 5 payments made and my bank statements show Ive made all my payments, there system is flawed and Im not the only customer they have done this too. I have provided proof of payments to my finance company and they are calling me a liar and my bank a liar. The Representative ******* that I spoke with she was nothing but rude to me, theres been times where she has put me on hold then HUNG UP on me. When I went to go make a payment yesterday 08/09/2024 she and the COMPANY were refusing to take my payment. This place needs to be SHUT DOWN!!!!

  Business Response

  Date: 08/16/2024

  ANFS has received Ms. ***********;complaint and would like to thank her for bringing this matter to our attention. We appreciate the opportunity to address her concerns and resolve her complaint.
  ANFS Loan Servicing Manager *** has reached out to **************** on several occasions in an attempt to best address her concerns over the phone, but has been unsuccessful.  
  After conducting an internal investigation we determined ANFS received an email from **************** on 07/31/2024 where she stated she believed her loan was not in default and provided a copy of her bank statement to reflect the transactions of payments she had made.  ANFS reviewed the bank statements and confirmed all payments reflected on her bank statement had been allocated to her account correctly and found no discrepancies. ANFS has also provided **************** with a copy of her payment history for her reference.
  Our records indicate *************** spoke with ******* on several occasions.  On one occasion the call abruptly dropped and ******* did attempt to contact **************** right back, but was unsuccessful. ANFS has not refused any payments from **************** and has accepted partial payments in attempts to bring her loan back to a good standing.  As of 08/16/2024 **************** has a payment arrangement set for 08/21/2024. 
  We would like to thank *************** for her feedback.  We are continuously working with our Loan Servicing team to provide the best customer service possible.  Ms.Schenk's feedback provides live examples of our customers expectations and affords us the ability to hone in on opportunities for our customer service improvements. We ask Ms. ***********;to please contact our ************************* at ************ if she has further questions regarding her account or may need further assistance.  

• Initial Complaint

  Date:07/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around July of 2023, I took my car to True Fix because my car stopped in the middle of the street with my 3 kids inside. They gave me the run around until they finally agreed to fix it. They had my car for over a month and I thought the issue was fixed. ****** miles later and almost a year later, I am having the SAME issue. The person I spoke with seemed not to care about the fact that I wont have a way to work and have no way to transport my kids to and from school. They dont have any rental cars but still expect people to make their car payments and still manage to get around. They have no timeline on when the car will be fixed. This will be the 2nd time they will be looking at my car for the same issue. I have been having anxiety every time I drive my car. I was driving home from work and it smelt like something was burning in my car. The machines they have working for them dont seem very knowledgeable. They never reimbursed me for the $600 I spent on Uber/LYFTs I had to take for that whole month back in 2023. Its been a disaster!! My car should not be having the same issues a year later. The least they can do is cover a rental car since they refused to let me trade in my car.

  Business Response

  Date: 07/29/2024

  Hello,

  Our service manager **** has been trying to reach ******************** to schedule a service appointment so the team can help diagnose the issues her vehicle is currently experiencing. Our service team is unable to provide an ETA for any repairs without having the vehicle in service.  Once ******************** drops her vehicle off at service, the team will also be able to determine if the current issues are related in any way to the repairs done a year ago, and as ****************** stated, after 15, 000 miles. 

  We ask that ******************** please contact our service manager **** at ************* Monday-Friday 8AM-5PM.
  
  We appreciate ********************' patience and cooperation as our service team does their best to address her concerns.
  Thanks.

• Initial Complaint

  Date:04/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was fired from my job a few months ago, and I have been trying to work with them, and come to an agreement to resolve this issue. I just recently started working, I'm behind on a few payments. I am wanting a payment plan, so I can catch back up on the payments to keep the vehicle.

  Business Response

  Date: 04/24/2024

  Auto Now Financial Services (ANFS) has received, reviewed and documented Mr. ********* complaint.  ANFS loan servicing manager *** has reached out to ******************** to best assist him with a suitable payment arrangement on his account. 
  We understand ******************** is facing difficult times and have agreed to set up an arrangement to make a payment of $395.00 on 04/26/2024.  ANFS has agreed to assist ******************** with a two-payment deferment to bring his back to a good standing.  We ask ******************** to please contact our Loan Servicing Manager, *** at ************ Monday- Friday 8 am to 5pm for any questions regarding his account 

• Initial Complaint

  Date:04/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Missed Three Car Payments Which Left My Account At $1240 Which I Don't Understand I Paid $300, I Pay My Car Payment Bi-Weekly I Already Tried To Call Them And Make Arrangements On The Dates I Got Paid But I Also Have Rent To Pay I Never Received A Notice In The Mail Saying They Would Repo My Vehicle I Went To Work Today I Come Out My Vehicle Is Gone If You Look At My Account I've Paid My Car Payments On Time Than When I Called They Were Laughing I Feel Discriminated By Them Because I'm Black And I Have A Nice Vehicle My Security Guard Uniforms My Bullet ******************** Card Utility **** My White ****** Bag Is In There My Keys To Impala Are In There Both Of My Car Garages Are In There My Blue To My Phone **************** Is In My Vehicle They Said I Have 10 Days To Get My Vehicle Our It Will Be Auctioned Off J.Js Towing Has My Vehicle

  Business Response

  Date: 04/24/2024

  Auto Now Financial Services (ANFS) has received, reviewed and documented Ms. ********* complaint.  
  
  Our records indicate Ms. ********* vehicle was repossessed on 04/18/2024 due to non-payment and multiple broken arrangements.  Upon further review we determined ANFS assisted ******************** with a three payment deferment on 01/26/2024 to bring her loan current.  ******************** was to maintain her loan current, but since then has defaulted on her loan.  On 04/08/2024 ******************** called in and spoke with a live representative and communicated she would be making a payment through the online payment portal to bring her account current on the same day.  ******************** did not keep her arrangements or pay towards the past due payments to bring her account current as agreed.  ANFS placed Ms. ********* account out for repossession on 04/11/2024 due to non-payment.  
  
  ANFS has provided ******************** with the information to redeem her personal property as of 04/19/2024.  In addition ANFS has mailed ******************** a 10-day Notice of Private Sale of  a ***************** Vehicle to the address on file. 
  
  ANFS has reached out to ******************** by phone with no success.  We ask ******************** please contact our Loan Servicing Manager, *** at ************ Monday- Friday 8 am to 5pm for any questions regarding her account 

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2013 Buick Enclave from Auto Action/Auto Now Financial in March of 2023. I did also purchase the warranty they offered. In June of ************************************************************* the middle of a highway. I had the car towed to ****** as instructed by Auto Now to honor the warranty and replace the engine. Trufix had my vehicle for 5 weeks for the repair. The day I got the vehicle back, upon arrival it wouldn't start, the battery was dead and I had to find a way to get it jumped because Tryfix would not. On the way home it stopped driving again. ****** had it towed back to the shop and kept the car for another 4 weeks. I went again to pick up the vehicle and immediately noticed that the ** was not working in the back and the engine was still shaking and didn't give out enough power to drive over 25mph. The ** was working with no issues prior to dropping it off to Trufix. So the vehicle went back again. They had the vehicle for another 3 weeks, claimed to have another repair shop to also look at the vehicle. I also expressed concerns with the transmission and electrical system of the car but my request to look into it was never honored. Upon finally getting my vehicle back in September 2023 I was told there was a 1 year warranty on the engine the replaced. I am having the same issues as before and have had the vehicle inspected to find out there's still issues with the motor, transmission, and electrical system. I have reached out about the engine warranty and was told that I was informed incorrectly and it was only a 6 month warranty and there's nothing they can do. I have wasted so much time and so much money on rental cars to try to get this vehicle fixed under the warranty I paid for only to end up being stuck with an unsafe, barely operable car for my family.

  Business Response

  Date: 04/15/2024

  Hello,

  Mr. Lequeint Cole purchased a 2013 Buick Enclave on 2/24/2023 at ****** miles. ************** purchase came with a 4 month/4,000-mile limited warranty that covers major components at a $299.00 deductible per covered repair. ************ also opted for a 36 month/36,000-miles service contract and the same deductible at time of sale.
  
      Our Service records show that ************** vehicle was at service from 07/26/23 to 9/14/23 at ******* miles for engine replacement under his service contract that covered $2,743 after he paid the $299 deductible. Then from  9/25/23 to 9/29/23 when service replaced a defective A/C compressor and condensor, at no cost to ************.
  On 10/16/23, the service department helped ************ have his vehicle towed as a courtesy, and replaced a bad injector, catalytic converter and a rear A/C expansion valve for a total of $934 and at no cost to ************. Then on 11/1/23, the service ***** helped *********** tow his vehicle back to service as a courtesy where they replaced the manifold catalytic converters at $640 and again at no cost to ************.
  
  The Loan Servicing team provided 9 deferments through the course of the above repairs as assistance while the service team worked to repair ************** vehicle.
  
  On 10/31/23, ************** service contract was cancelled due to non-payment and according to his service contract agreement.
  
    Our service manager **** explained to ************ that the fuel injectors he stated need to be replaced at this time are part of the fuel delivery system, and not part of the engine that was replaced in September 2023, therefore, they are not covered by the engines 6 month warranty.
  
  Thanks. 

• Initial Complaint

  Date:04/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been making my payments late but do include their optional insurance coverage in the payments made. Whenever I ask for a copy of my billing history they say it will take 48 hours then they cold transfer me to an answering machine. Then I asked for a supervisor and a very rude gentleman got on the line saying he is the highest that there is in the company and then started saying things like this that a buy here pay here and pay your bills on time and stop calling his reps when I have to call to make my payments this is the worst company and customer service ever. I can't even pay the note

  Business Response

  Date: 04/15/2024

  Auto Now Financial Services (ANFS) has received, reviewed and documented Ms. ******* complaint.  
  We would like to thank **************** for her feedback.  We are continuously working with our Loan Servicing team to provide the best customer service possible.  Ms. ******* feedback provides live examples of our customers expectations and affords us the ability to hone in on opportunities for our customer service improvements. 
  **************** spoke with our Loan Servicing Manager (LSM) *** on 04/15/2024 and addressed her concerns with her on the phone.  ANFS has provided **************** with a copy of her payment history as well as a breakdown of her past due balance.  We ask **************** to please contact our loan Servicing Manager *** at ************* for any other questions regarding her account during our hours of operation of Monday-Friday 8AM-5PM MST. 

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The car been in the shop 2 months 5 different shops an I still have no car he cussed me out told me I call to much dont bug him an hung up on my face at one point I just need a car Im a nurse an I lost my sec job due to this he new the car was messed up wen he sold it The part is 1600 he dont want to pay it to get fixed the dodge shop told me his name is **** !

  Business Response

  Date: 04/12/2024

  Hello,

  We show no records of ************** in our systems.  We are based in ******* with no locations in **.  We believe this was addressed to ** in error.

  Thanks.

• Initial Complaint

  Date:04/03/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Auto now Financial who handles my car loan multiple times to update my my payment schedule , long story short they had my pay schedule wrong in the account making it look like I was behind on payments I talk to a supervisor and he brushed me off he was so rude and he hung up on my face he didnt even try to fix the issue or hear me out. Not to mention there payment system dont even give you your payment history or show you what exactly your payments are going I had to request a document that took days to get in so dissatisfied with this company.

  Business Response

  Date: 04/09/2024

  Auto Now Financial Services (ANFS) has received, reviewed and documented ******************** complaint.  
  We would like to thank ******************** for her feedback.  We are continuously working with our Loan Servicing team to provide the best customer service possible.  Ms. ********************** provides live examples of our customers expectations and affords us the ability to hone in on opportunities for our customer service improvements. 
  ******************** spoke with our Loan Servicing Manager (LSM) *** on 04/03/2024 and addressed her concerns with her on the phone.  ANFS has assisted ******************** with a modification to align her due dates with her pay dates as per her request.  We ask ******************** to please contact our loan Servicing Manager *** at ************* for any other questions regarding her account during our hours of operation of Monday-Friday 8AM-5PM MST. 

• Initial Complaint

  Date:03/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dealership near downtown auto now financial sold me a car by a dealer who made illegal transactions a few years ago. He sold me a lemon without a drivers license. He used my ID in place of a drivers license and a recall for airbags on the vehicle. The car stopped working after I paid more than 5k in payments and had about 5k left which made no sense as the car sold for 10k. Once the car stopped working, I voluntarily gave up the vehicle. I called them and let them know of my doing. They told me that they will sell the car and reduce my money owed. They sent a letter stating if they sold at auction they will lower my payments. I never got a call back from them since then and this was in 2022. Never got the letter that they sold the vehicle. Now they are ***ing me for 6k which is not what I owe. They are lairs. No sense for my balance to be 6k when I gave up the car in July and your customer service reps kept charging me late fees. They also have 3 different reports in my credit. Which I will *** them for as well. You guys are trying to file a lawsuit against me when I have the upper hand. You will not get a dime from me. I have proof of everything plus more that I will not add on This comment.

  Business Response

  Date: 03/12/2024

  ************************* (Customer) signed a Motor Vehicle Retail Installment Sales contract with Auto Now Financial Services **** (the lender) on July 24, 2020.
  Customers are required by the Contract's terms and conditions to make payments to the Lender.  Ms. **************; breached the Contract, and the Lender claimed its lien rights and repossessed the collateral. A notice of Private Sale of a ***************** Vehicle was mailed to the customer's last known address in or around July 2022. In that notice, Auto Now Financial Services gave ********************** a 10-day redemption period and informed her that the money we received from the sale, after paying our expenses, would reduce the amount she owed. Following the sale of the vehicle, a credit was made to the account, resulting in an unpaid sum, as stated in the Explanation of Calculation of deficiency letter sent to the customer on or about August 7, 2023. The lender filed a complaint against ********************** after she failed to make payment on the remaining balance on the sale contract.
  Ms.  ********* voluntarily signed the *** and Title Disclosures, confirming that she understands that the dealership purchases the vehicles it sells at auctions and from other sources. The seller declares that it has no knowledge of the status or operability of any of the vehicles' airbags. Following up on the driver license matter, to the best of our knowledge, there is no specific law in the ******* Revised Statutes that prohibits a person without a valid driver's license from purchasing a vehicle. Before driving an automobile, it is the obligation of the individual to observe the law regarding driving without a drivers license.
  Our litigation department attempted to contact ********************** via phone at the number mentioned in the complaint to discuss the account but was unable to reach her. In addition, the customer got an email from us. We kindly request ********************** to respond to the email and/or return our call AT ************.