Complaints

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:07/09/2023

  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.

  Went to ********** Auto **** in Frederick MD to buy 2 cars on Jan 20th I purchased a ****** ** I took ***** the ****** was 15999 got there they raised price to 16999 they wouldn't budge me and sales guy counted money came up with same amount they took money upstairs to finance office and came up with 100 dollars short didn't do any thing about that then next day they bring a car to my house that my girlfriend seen online at the dealership the day i bought my ****** when they delivered it it had check engine light on and service engine lite and there was a balance of 4200 so my girlfriend didn't want a lean on her car and got mad at the salesman so he then had a lean put on my ****** that was paid for already and tagged so Kensington finance took over the lean who is a. Partner with the dealership they called several times I said my car is paid off well I signed contract which was just a bil of sale because as of February dealership still hasn't found a loan for me because my credit wasn't ran to feb when they did 10 hard inquiries so 4 months ago by and there here towing my car to there dealership and wanted 2326 to get it out it had a flat the guy just put air in it and I drove it 2 hrs home 

  Business Response

  Date: 07/28/2023

  Hello,

  This complaint seems like it is geared more toward the services provided at ********** Auto **** than Kensington Finance, Inc. However, we are happy to respond with the information we have and are able to provide. We received a signed Retail Installment Sale Contract Simple Finance Charge dated 1/20/2023 for the purchase of a 2011 ********* ****** at the beginning of February 2023. The first payment was due 3/6/2023. The first payment was not made on time and so we began calling the customer for his past due payment(s). Most of the time he was unresponsive but when he did pick up he would say that he paid for the vehicle in cash and that he had a Bill of Sale that proved his claim. Each time we asked him to please send us the Bill of Sale so that we could validate the information. He never did so. We took it upon ourselves to check with ********** Auto **** to ensure that the contract we were sent was in fact valid - they confirmed it was. After several months of attempted collection and non-payment we repossessed the ****** (July 2023). The customer followed our process and procedure and came to our office to pay his past due balance up to date and redeem his vehicle. He did not mention the Bill of Sale at this time. 

  One would think that if the customer had actually paid for the ****** with cash, in full, that he would do anything and everything to prove so. And wouldn't allow it to get to the point of repossession OR come and pay additional money to redeem their vehicle after repossession. The customer's actions tell a different story than what he has put on paper in his complaint.

  Customer Answer

  Date: 08/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************
  

  Customer Answer

  Date: 08/04/2023

  There numbers dates and amount including what they say I owed are all different I also got receipt from bank cashier's check for 25k my car was only 16995 and no where does it say my interest rate and payment or who financed it 

  Customer Answer

  Date: 08/04/2023

  There numbers dates and amount including what they say I owed are all different I also got receipt from bank cashier's check for 25k my car was only 16995 and no where does it say my interest rate and payment or who financed it 

• Initial Complaint

  Date:09/24/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 financing my 2015 ****** ******** through Kensington Financial in ****** ********. My car was in a accident and I end up with total loss of my vehicle. I went through my gap insurance which covered all but $489.00 dollars that was owed. The leasing company ( Kensington Finance ) reported my vehicle as a Repo on my credit account. Therefore Im unable to purchase a new vehicle, due to this false report of having my car repossession. When I have gap insurance to cover my loss .

• Initial Complaint

  Date:08/16/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 financed my car through them the car wasn't over $10k putting $2000 down and agreed to $259 a month at 18% interest. I made 25 on time payments and I was recently in a car accident not at fault. They told the insurance company I owed $6160. They over charged me and the insurance company. No where in my payment history shows my down payment of $2k taken off the balance and I paid $20 extra each month. The total paid to them was over $15K. At 18% interest on a car that wasn't over 10k,25 payments made at $279 and a down payment of 2k.. Do the math it doesn't add up. I have tried requesting a copy sent to me of my monthly payment history,my down payment and what they had the insurance company pay on my totaled vehicle and no response. I am reaching out to you for help before I ask my lawyer. Thank you