Complaints

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• Initial Complaint

  Date:03/04/2024

  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.

  Since 5/13/21 I signed purchased agreement with Bradley Auto Finance and ever since I have been regular on time payer/customer unto the 12/3/23 of my last on time payment. The month of January 2024 and first week in February 2024 I was late on my payment for the first ever, that happened due to my health issues which I communicated to the dealership and also a fraud activities on my debit on my account for payment. Joe reach out to me on 2/7/24 of the amount owe of $572 and I emailed him back that I'll be returning to 2/19/24 once I get my pay I'll make payment, but he came and repo my car on 2/22/24.

  
  

  Business Response

  Date: 03/04/2024

  This complaint does not involve ******* ******.  The car is financed through Granite State Auto Finance.  ******* ****** only conducted the repossession.  According to the paperwork, the vehicle was repossessed due to non-payment and because the customer did not provide any documentation proving her situation.  I've attached a copy of the title showing Granite State Auto Finance as the lien holder and the Affidavit of Repossession.

  Regards,

  Joseph B******

  Business Response

  Date: 03/04/2024

  On 12/29/29 the customer's payment was unable to be processed.  We contacted her and she said her card was blocked and gave us a new card to use going forward.  On her next payment date on 1/13/24, her payment was declined with the new card.  We contacted her over the next 2 days and she responded via text and phone on 1/15 saying that the new card was also blocked due to fraud and she would call once she receives the replacement card.  We explained that payments were able to be made via ACH using her routing and account number.  She got very upset at this and said she always pays with her card and that's the way she's going to continue to pay.  She then abruptly hung up on us.  On 1/24, we contacted the customer to see if she had received her new card and could make a payment.  She never responded.  On 2/7 we contacted her by phone and email about her payments and she responded to our email that she was out of work due to an medical procedure and will return to work on 2/19.  We replied that this was the first time we've heard anything about a medical issue and missing work.  We informed her that in order to keep working with her we would need documentation proving she's out of work and will be returning on 2/19.  We also asked if she's returning to work on 2/19, when will she be able to make her next payment.  She replied that her condition is none of our business and that she'll make the payment as soon as she can.  On 2/19 we emailed asking if she was able to return to work as she had stated in her previous emails.  She didn't respond.  We emailed her again on 2/20 saying we need documentation confirming that she has returned to work.  She responded that she would make a payment the weekend of 2/24 to which we responded that they only way we could continue holding off on repossession was receiving proof that she was back to work.  She called the office the next day and was very belligerent and refused to provide any documentation supporting her situation.  At this point the decision was made to repossess the vehicle and the car was picked up that afternoon.  I've attached the email string that is referenced.

  The customer has continued to refuse to provide any documentation that she is back to work and has the ability to afford the payments.  All she says is that she needs the car and wants to continue making payments. Due to the lack of documentation, the decision has been made to discontinue financing of the vehicle and to sell it at auction if the account is not paid in full by 3/21.  A 14 Day Notice was mailed to the customer detailing her options.

  Customer Answer

  Date: 03/04/2024

  I told Joe via email that if by NH state law that it legal that I should share my personal health information for car payment let him prove a printed legal law that stated that medical document should be share upon request, I'll review it, and consider to share my PHI. he haven't yet response to my email. when I call to talk with him that I can afford $250 bi week payment of current and past past payments he insisted that the bank want me to pay $270 bi weekly, I further explaned to him that iI have other bills that I'm late on and I have to pay as well. I pleaded with him to pledge to the bank. I went on the website to register so I can make payment at end which he approve it and i created my login details and put in my new debit card from **** ** ******* on 2/22/24 to make payment on 2/24/24. On 2/22/24 he came and took my car after the call that he end abruptly I thought it was network problem on either end, he emailed that he will not talk to me, when I saw  his  emailed two hour later that my car have been repossed, i went outside and didn't see my car then I call the dealership to confirm that my car was repo thye same day I have a login and set  payment for the 2/24/24. i emailed Joe that I'll pay $270 bi weekly and even my car have been repo I'll still do payment on 2/24/24. when i tried so many time to make payment wasn't successful on 2/24/24. The followingv week I call and spoke with Josh on 2/28/24 that I tried to do payment over the weekend no success it seem like my login was cancelled at the dealership end and he said I can call the dealership and make payment and i told Iwant to do payment now Josh said " I'm not allow to take payment from you, that my car is in repo state and Joe is on vacation he will be returning on Wednesday 3/6/24, I emailed Joe about Josh respond and he said I have to pay the whole amount of $3898 which to pay off my car, I have confirmation email that my login was successful but didn't get access to proceed payment, I'm trying to make payment to reduce the pay off amount to pay off my car, I should not be denied to make paying as they want me do payment , I'm trying to do payment but was denied my human right to pay, Is this actions against me right and lawful, and not giving the chance to make a differnce?

  Business Response

  Date: 03/25/2024

  I have agreed to hold the vehicle until 4/5/24 to allow the customer additional time to pay off the loan, including all interest and fees. 

  Regards,

  Joe B******