Complaints

This profile includes complaints for Exeter Finance Corp's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Exeter Finance Corp

  2101 W John Carpenter Fwy Irving, TX 75063-3228

• 

  Exeter Finance Corp

  PO Box 4869 Houston, TX 77210

• 

  Exeter Finance LLC

  303 S Broadway Tarrytown, NY 10591

• 

  Exeter Finance Corporation

  PO Box 390477 Minneapolis, MN 55439

• 

  Exeter Finance Corp

  PO Box 166008 Irving, TX 75016-6008

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:04/06/2023

  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.

  They fraudulently placed information on my account concerning the vehicle I previously contacted BBB because they didnt tell me about daily interest as you will see in your records so I voluntarily surrender the vehicle asking them to pick it up and contacted them several times but they placed it on my report as repossession and I was contacted by an investigator ***** because they said i refused to turn over the vehicle the information reported on my credit reports is lies made up by the company and it affects my credit as well as me mentally having been sought out by an investigation company when I was nothing less than very cooperative with the company

  Business Response

  Date: 04/20/2023

  April 20, 2023
  
  Better Business Bureau of Metropolitan **********.
  *******************Ste. 3838
  ******, ***** 75201
  
  RE: ******************************* - Case # ********
  
  To Whom It May ****************** April 6, 2023, Exeter Finance LLC (Exeter)received notice regarding a complaint filed through the Better Business Bureau.Exeter would like to thank ******************************* (**********) for the opportunity to address the concerns outlined in the complaint. Exeters success is based on customer satisfaction with our products and services, so the issues presented in this complaint are taken seriously and every effort is made to provide a prompt and equitable response.
  
  On August 7, 2020, ********** signed a Retail Installment Contract (Contract) for the purchase of a vehicle with CarMax (Dealer), which assigned the Contract to Exeter. On November 4, 2022, Exeter received a message from ********** via Exeters online customer portal requesting to surrender the vehicle voluntarily. At the time of the request, the account was 94 days past due for the July 2022 payment and not eligible for voluntary surrender. Exeters records do not indicate a request for a voluntary surrender (VS) prior to this date.
  
  The account was assigned for involuntary repossession as of November 2, 2022, due to non-payment. The vehicle was recovered on April 4, 2023. Exeter has determined that the information reported to the credit reporting agencies, including the involuntary repossession is accurate, as such, no adjustments are necessary.
  
  We trust this answers any questions associated with the complaint. If ********** has any questions about these or any other concerns, Exeter encourages them to contact the Office of the President at ************.
  
  Sincerely,
  
  
  
  Office of the President
  Exeter Finance LLC

  Customer Answer

  Date: 04/20/2023

  I am rejecting this response because:   It is incorrect and falsified to make it as though they are correct this should be illegal and I wonder just how many people they do this too so I am requesting a full investigation. I spoke to them several times by calling customer service, November the 4th was the last time that I called but I called several times prior and explain that I was not told by them nor by Carmax that it was a daily interest and my exact wording was I will never be able to pay it off this way and for them to come pick it up. The last time I called I believe her name was ******** and she even stated yes we have all the information and that you decided to surrender the vehicle she verified the address that I gave them for the location of the vehicle and told me she was sending a tow truck to pick it up and you know they are illegally doing this to be vindictive and Im sure its been plenty others before me if it could be investigated so I will continue to pursue throughout other means until it is because knowing they had all the information they chose not to come pick it up and left it here several months later so they owe me for storage they picked the Vehicle up 4 months later from October my original time speaking to ******** it wasnt November, November was the last time and I dont mind my phone records being surrendered but just say although its not true that I called in November why did they not pick up the vehicle until several months later they just came and got it a little over 2 weeks ago so theyre saying I called in November and still didnt come get it . Not only that if I hadnt called then the car wouldve been due for repossession anyway so why didnt they come get it so they are contradicting themselves anyway because from November till now and they just came and got it but I voluntarily surrendered the vehicle I have witnesses including my insurance company because when I called to voluntarily turn the car in I told my insurance company exactly why it was being canceled. Exeter finance is not only an illegal ripoff but they falsely make claims against people and falsify information, this needs to be investigated and the fact theyre saying I called in November but still didnt come pick the car up until four months later really says a lot. Theyre saying I made it on the web on the 4th of November however it was the 3rd of November I submitted it online and the only reason I did that was because when I called in October they still hadnt come at it but also to the BBB check your records because I initially made a complaint through you before this one. As I said I have witnesses, my phone records and when I initially canceled the insurance after telling them to come get it. 

  Business Response

  Date: 05/15/2023

  May 15, 2023
  
  Better Business Bureau of Metropolitan ***********.
  *******************Ste.3838
  ******,***** 75201
  
  RE:************************************;    Case # ********
  
  
  To Whom It May ****************** May 12, 2023, Exeter Finance LLC (Exeter) received notice that ******************************* (**********) had additional concerns that they wanted to bring to Exeters attention regarding the complaint filed through the Better Business Bureau on April 6, 2023,regarding their request for a voluntary surrender. Exeters success is based on customer satisfaction with our products and services, so the issues presented in this complaint are taken seriously and every effort is made to provide a prompt and equitable response.
  
  While we regret that ********** is not satisfied with Exeters response, we believe that their concerns have been fully addressed regarding their request for a voluntary surrender. As stated in our initial response dated April 20, 2023, Accounts greater than 70 calendar days past due are not eligible to be submitted for voluntary surrender.The account was assigned for involuntary repossession as of November 2, 2022,due to non-payment. The vehicle was recovered on April 4, 2023. Exeter has determined that the information reported to the credit reporting agencies,including the involuntary repossession is accurate, as such, no adjustments are necessary.
  
  ********** stated that they spoke to Exeter regarding their request for a voluntary surrender prior to the account being 70 days past due and being assigned for an involuntary repossession. Exeters telephone records were reviewed and we cannot substantiate those claims.
  
  We trust this answers any questions associated with the complaint. If ********** has any questions about these or any other concerns, we encourage them to contact ** at ************.
  
  Sincerely,
  
  
  Office of the President                         
  Exeter Finance 

  Customer Answer

  Date: 05/17/2023

  I am rejecting this response because:   Now the dates are Changed and falsified, you can pull my phone records with my company, my first contact about returning the vehicle was in October 2022 and again in November 2023 and thats when the lady told me that she had all the information and the request to voluntarily surrender the vehicle my initial complaint with BBB was due to just finding out that was a daily interest which I was not told or explained by them nor Carmax and so when I found out I agreed to surrender the vehicle so it was way before 70 days late and it wasnt late if I had already told them to come get it why would I pay something I agreed to turn in however I posted the prior message with proof November 3rd was my last contact which they verified in the last communication yet they still didnt come pick up the vehicle until April 3rd 2023 from November so 5 months later although they even mentioned I wrote them to turn it in in their previous response so I will also contact others concerning this matter as messages back and forth isnt solving this issue and they shouldnt be allowed to try and destroy others credit all because they return a vehicle and I know once this investigation takes place they will see that I am not the only one whos credit  theyve tried to destroy, I am not accepting this at all because its falsified 

• Initial Complaint

  Date:04/06/2023

  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.

  Back in 2021 my vehicle was up for repossession. The vehicle has been in the shop since Ive had it. On top of that I had the money to bring the account current. ********************** did not want to accept my payment. I tried for 3 months to bring the account current but would not accept my payment. My car was in an accident then by that time exeter finance wanted to accept my payment. I paid them. The vehicle was deemed a total loss meanwhile ****** was still charging me for the vehicle, and still had it up for repo after I made the payment. Now since after they told me that they were still going to still repossess the vehicle after my payment they I asked for a refund for my initial payment which was **** at the time. Thats what was needed to get my vehicle current. They added another **** on top of that during the insurance claim process. By the time I contacted them to close the account and was told by the insurance that there was money owed to me ****** finance flipped that and said I owe them money for late fees taxes and something else. I told them that I was not going to give them more money for a car that has been totalled and paid off. Plus I made the account current after I got into the accident. They told me that they were going to repossess the vehicle either way weather I made the account current or not so I should pay them the ****+ dollars owed or it will be sent to collections. Now I can not get another car because of this bank. What they did should be illegal and Im pretty sure it is. I will find out and *** for damages if they dont take this off of my credit report.

  Business Response

  Date: 04/20/2023

  Better Business Bureau of Metropolitan ***********.
  *************************
  Ste. 3838
  ******,***** 75201
  
  RE:*************************;      Case # ********
  
  To Whom It May ********
  
  On April 3, 2023, Exeter Finance LLC (Exeter)received notice regarding a complaint filed through the Better Business Bureau.Exeter would like to thank *************************** (*******) for the opportunity to address their concerns regarding their Account. *********************** success is based on customer satisfaction with our products and services, so the issues presented in this complaint are taken seriously and every effort is made to provide a prompt and equitable response. Exeter has thoroughly investigated the complaint and made the following determination.
  
  On January 16, 2021, ******* signed a Retail Installment Contract (Contract) for the purchase of a vehicle with CarMax ********************** (Dealer), which assigned the Contract to Exeter. Prior to the total loss, the account was charged off on December 31, 2021, due to non-payment. The Vehicle was deemed a total loss as of January 30, 2022.
  On March 30, 2022, insurance proceeds were applied to the account. On April 1, 2022, ******* was sent a Notice of Deficiency Balance letter advising of the remaining deficiency amount for which Picket is responsible for after the insurance payments were applied to the Account.
  *********************** telephone records were reviewed, and it was determined that ******* made multiple calls to Exeter. The **************** Agents (CSA) advised ******* that due to the account being charged-off the account would have to be paid in full.
  Regarding ******** request for a refund, On February 11, 2022, ******* spoke with a CSA and was advised that the repossession would be placed on hold after making the payment $1,600.00, but since the account is charged-off, it could be reassigned for repossession. ******* stated that they understood.
  Exeter has an obligation to the Fair Credit Reporting Act which requires all accounts to be reported accurately and factually to the CRAs. Account information is furnished to the CRAs every month and will reflect the status of the account at the time of reporting. Exeters records were reviewed, and it was determined that the information reported to the CRAs is accurate. As such, Exeter will not honor Picketts request to delete the valid late payments from their credit file based off the claims presented in this complaint.
  Additionally, as of March 23, 2023, the account was sold and is now serviced by NCB *************** (NCB) We are unable to act in respect to this account regarding any matters that occurred after the sale of this debt. ******* may contact NCB to discuss any updates regarding their tradeline at *************).
  
  We trust this answers any questions associated with the complaint. If ******* has any questions about these or any other concerns, Exeter encourages them to contact the Office of the President at ************.
  
  
  Sincerely,
  
  
  
  Office of the President
  Exeter Finance 

• Initial Complaint

  Date:04/06/2023

  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 fianc has been trying to renegotiate her car loan with Exeter finance for quite some time now. We have discussed several times in the past her ARP and it has climbed past the 16% legal rate. As it stands they are charging her a 19% interest rate and not allowing her to refinance the vehicle. She has paid almost 12k dollars on the car. She has tried to do this through other companies but due to her high mileage on the vehicle was unsuccessful. After doing some research I found where some information on the practice of Unsury and wanted to report this right away. Im not sure if there is anything that can be done about this complaint, but I still wanted to make it known. If companies like this are allowed to operate like this it really leaves people without a way out of what was meant to be a short auto loan now doubled or tripled.

  Business Response

  Date: 04/20/2023

  Better Business Bureau of Metropolitan ***********.
  *************************
  Ste. 3838
  ******,***** 75201
  
  RE:***************************- Case # ********
  
  To Whom It May ****************** April 6, 2023, Exeter Finance LLC (Exeter) received notice regarding a complaint filed through the Better Business Bureau (BBB).
  
  Regrettably, Exeter is not able to address any concerns regarding the account in question because ****** is not listed as an account holder. Because we are not able to release information to a third party,this complaint is being closed with the BBB. Please have the account holder reach out with any questions or concerns regarding the account.
  We trust this answers any questions associated with the complaint. If ****** has any questions about these or any other concerns, Exeter encourages them to contact the Office of the President at ************.
  
  Sincerely,
  
  
  
  Office of the President
  Exeter Finance

• Initial Complaint

  Date:04/06/2023

  Type:Delivery 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.

  Paid car note off December 2022. Have called 4 times (January, February x2, March) requesting the title to my vehicle that does not have them listed as a lien holder. Ive been told four times its been mailed and still havent received. Ive verified my address each time. It shouldnt be this hard to get a title to a car that has been paid off for over four months.

  Business Response

  Date: 04/20/2023

  April 20, 2023
  
  Better Business Bureau of Metropolitan **********.
  *****************************Ste. 3838
  ******, ***** 75201
  
  RE: *************************** - Case # ********
  
  To Whom It May ****************** April 6, 2023, Exeter Finance LLC (Exeter)received notice regarding a complaint filed through the Better Business Bureau.Exeter would like to thank *************************** (******) for the opportunity to address the concerns outlined in the complaint. Exeters success is based on customer satisfaction with our products and services, so the issues presented in this complaint are taken seriously and every effort is made to provide a prompt and equitable response.
  
  On December 16, 2022, Exeter received a payment of $178.81 for the payoff of ****** account. The payment was processed, and the account was closed as paid in full as of that date. On February 15, 2023, ****** contacted Exeter regarding the title release and was advised that the lien was released electronically, and a copy was sent to the address on file on January 5, 2023. ****** provided an updated address for the lien release to be resent.Regrettably, due to a processing error, the lien was not resent until April 6,2023. Exeter apologizes to ****** for the delay and any inconvenience this may have caused.
  
  Upon receipt of the lien release, ****** will need to contact the ******** ********** of ***** Vehicles for the original title as ********, the state in which the lien was perfected is a title holding state.
  
  We trust this answers any questions associated with the complaint. If ****** has any questions about these or any other concerns, Exeter encourages them to contact the Office of the President at ************.
  
  Sincerely,
  
  
  
  Office of the President
  Exeter Finance LLC

• Initial Complaint

  Date:04/06/2023

  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.

  ENGINE FAILURE NOW SALVAGED VECHILE, HUYNDAI RECALL OR LEMON LAW VICTIM. FURNISH A 1099-C AND CANCEL DEBT. SEE ATTACHED WRITE OFF LOAN AND NOTE.

  Business Response

  Date: 04/20/2023

  Better
  Business Bureau of Metropolitan Dallas, Inc.
  **** *** ******
  **** ****
  ******,
  Texas *****
  
  RE:
  ******* *****
  
  To
  Whom It May Concern:
  
  On February 19, 2023, Exeter Finance LLC
  (“Exeter”) received notice regarding a complaint filed through the Better
  Business Bureau. Exeter would like to thank ******* ***** (“*****”) for the
  opportunity to address their concerns regarding their account. Exeter’s success
  is based on customer satisfaction with our products and services, so the issues
  presented in this complaint are taken seriously and every effort is made to
  provide a prompt and equitable response. Exeter has thoroughly investigated the
  complaint and made the following determination.
  
  On June 27, 2022, *****
  signed a Note and Security Agreement (“Contract”) with OpenRoad Lending, LLC
  (“OpenRoad”), refinancing a previous financial obligation in connection with a vehicle,
  which was pledged as collateral to secure the Contract.  Shortly thereafter, OpenRoad assigned the
  Contract to Exeter.
  
  Exeter is an indirect
  auto finance company that purchases contracts into which customers enter to
  finance the purchase of vehicles. Exeter does not make warranties or
  representations concerning the fitness of vehicles. If ***** has concerns
  regarding the condition or any repairs required for the Vehicle, these should
  be addressed directly with the dealership of which the Vehicle was purchased or
  a licensed mechanical shop of their preference.
  
  Exeter has an
  obligation to the Fair Credit Reporting Act which requires all accounts to be
  reported accurately and factually. Exeter’s records were reviewed, and we are
  unable to substantiate the claim presented in this complaint of any violations
  by Exeter. The information reported to the Credit Reporting Agencies was
  confirmed to be accurate, as such no adjustments are necessary. Exeter will not
  honor *****’s request to remove the tradeline from their credit file based on
  the claims presented in this complaint.
  
  ***** may contact our
  Customer Service department for assistance at ***** ********, Monday – Friday
  8:00 AM to 7:00 PM and Saturday 8:00 AM to 5:00 PM CST.
  
  We
  trust this answers any questions associated with the complaint. If ***** has
  any questions about these or any other concerns, Exeter encourages them to
  contact the Office of the President at ************.
  
  
  Sincerely,
  
  
  
  Office
  of the President
  Exeter
  Finance 

  Customer Answer

  Date: 04/20/2023

  I have reviewed the business’ response and accept this
  resolution. 

• Initial Complaint

  Date:04/06/2023

  Type:Delivery 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 am a servicemember who recently was order to Active Duty. Upon receiving orders I submitted paperwork to Exeter to enact my rights under the ***** The result ended with my vehicle being paid for. I received notice that my vehicle was now paid off and received a check in the mail. This all occurred in November of 2022. In December 2022 I received the check in the mail and reached out to Exeter in regards to my vehicles title or lein release. I was told it may take up to 3 weeks for it to come in the mail. I notified Exeter that nothing has came in the mail and my wife is set to PCS move for the Army. I update my address in their system and requested a copy be sent in the mail to that new address. After 3 weeks at the new home nothing had shown up. As of APRIL 1, ****************************************** lein release. I've spoken to multiple representatives and have been given the same response of wait 24 to 48 hrs for my request to be processed. Nothing has been sent to my emails. I am overseas calling to this business that is 9 hrs behind my time and I am growing increasingly frustrated.

  Business Response

  Date: 04/20/2023

  April 20, 2023         
  
  Better Business Bureau of Metropolitan ***********.
  ***********************************************************************
  
  
  RE:********************;          ID # ********
  
  
  To Whom It May ********  
  
  On April 6, 2023, Exeter Finance LLC (Exeter)received notice regarding a complaint filed through the Better Business Bureau.Exeter would like to thank ********************* (******) for the opportunity to address the concerns outlined in the complaint. Exeters success is based on customer satisfaction with our products and services, so the issues presented in this complaint are taken seriously and every effort is made to provide a prompt and equitable response. Exeter has thoroughly investigated the complaint and made the following determination.
  
  On April 12, 2023, Exeter contacted ******, and confirmed that they did receive the requested lien release as of March 30,2023.
  
  We trust this answers any questions associated with the complaint. If ****** has any questions about these or any other concerns, Exeter encourages them to contact the Office of the President at ************.
  
  
  Sincerely,
  
  
  
  Office of the President
  Exeter Finance 

• Initial Complaint

  Date:04/05/2023

  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.

  my car got repo in December 2022 I went and paid balance due before the car was put through the auction I went and picked the car up before they ran it through the line to get sold. The company still sent the title with the banks signatures approval to the state of Virginia and had it registered with the state without telling me. I have been basically driving a stolen vehicle that is not even registered to me anymore I would like the bank to fix this title situation and send the title back to the state of ********** and pay all the expenses to get the car back registered in the state of **********. i have been current with my payments since i retrieved the vehicle back in December 2022.

  Business Response

  Date: 04/19/2023

  April 19, 2023
  
  Better Business Bureau of Metropolitan ***********.
  *****************************Ste.3838
  ******,***** 75201
  
  RE:*********************** - Case # ********
  
  To Whom It May ********
  
  On April 5, 2023, Exeter Finance LLC (Exeter) received notice regarding a complaint filed through the Better Business Bureau. Exeter would like to thank *********************** (*******) for the opportunity to address the concerns outlined in the complaint. Exeters success is based on customer satisfaction with our products and services, so the issues presented in this complaint are taken seriously and every effort is made to provide a prompt and equitable response.
  
  On December 29, 2019, ******* signed a Retail Installment Sale Contract (Contract)as a Co-Buyer for the purchase of a vehicle with Reliable Chevrolet, LLC, which assigned the Contract to Exeter. The vehicle was repossessed on December 2,2022, due to non-payment.
  
  On December 23, 2022, ******* paid the amount required to reinstate the account,and the vehicle was released to ******* thereafter. Prior to the reinstatement of the account, the primary buyer and Barretos name were removed from the title in preparation for the auction sale. Exeter sent both buyers a ***** of ******** (POA) to complete and return along with copies of both of their drivers licenses. ******* was advised that the original POA had to be signed by both buyers to transfer the title back to their names. As of the date of this response, the original POA with both buyers signatures and a copy of the primary buyers drivers license have not been received.
  
  We trust that this answers any questions associated with the complaint. If ******* has any questions about these or any other concerns, Exeter encourages them to contact the Office of the President at ************.
  
  Sincerely,
  
  
  
  Office of the President
  Exeter Finance LLC

• Initial Complaint

  Date:03/30/2023

  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.

  I'm writing in regards to my vehicle, a 2020 ********** Outlander. The vehicle was picked up by *************** 11/17/22. Vehicle was released to the auction when it was supposed to be released to myself. Payment was received on Monday 11/21/22 we were following through with the paperwork to reinstate the vehicle just had to wait for *************** as they did not submit paperwork. I called Exeter multiple times from the morning of 11/21/22 - 11/22/22 as I was told it would take 2-4 hours to process as of 11/22/22 about 3:30 pm we were still waiting on ***************. I called Exeter first thing Wednesday 11/23/22 and they stated that the release paperwork was complete and I was informed to call *************************. I did that and that's when I was informed by a representative that the vehicle was sent to auction. In previous calls with Exeter I stated that I had concerns on how the vehicle was removed and hoped I would not have issues with the vehicle shifting. I got to *********************** about 4:30, 11/23/22, 3 1/2 hrs away (from Legacy where I was supposed to pick up the vehicle in the first place). Once the vehicle was brought upfront I was focused on how the shifting would be. I could tell I was going to have issues as it was difficult to shift into reverse to move the vehicle. I brought it to *********************** attention who is from *********************** that when I tried shifting out it's s difficult, he came out to the car and saw I was having issues and stated he would file a complaint. I also called Exeter in the Auctions parking lot before leaving. I spoke with a representative, and she stated to write an email about the issue. I did as she stated once getting off the phone with her. I arrived home around 10:30pm and I could barely put the vehicle into park. It was extremely difficult, not sure what they broke within the drive shaft/shifting linkage. I have reached out to Exeter, still waiting on a response as of 3/38/23.

  Business Response

  Date: 04/13/2023

  April 13, 2023
  
  Better Business Bureau of Metropolitan ***********.
  *****************************Ste.3838
  ******,***** 75201
  
  RE:*************************** - Case # ********
  
  To Whom It May ****************** March 30, 2023, Exeter Finance LLC (Exeter) received notice regarding a complaint filed through the Better Business Bureau. Exeter would like to thank *************************** (******) for the opportunity to address the concerns outlined in the complaint. Exeters success is based on customer satisfaction with our products and services, so the issues presented in this complaint are taken seriously and every effort is made to provide a prompt and equitable response.
  
  On March 20, 2021, ****** signed a Retail Installment Contract Simple Finance Charge (Contract) for the purchase of a vehicle from **************** (Dealer), which assigned the Contract to Exeter. The vehicle was repossessed on November 16, 2022, due to non-payment.
  
  On November 17, 2022, ****** contacted Exeter regarding reinstating the account.****** was provided the total amount due to reinstate the account. In addition,****** was advised that the vehicle could be transported to the auction at any time and that location could be several hours away.
  
  The vehicle was transported to auction on November 23, 2022, and was released to ****** that same day. ****** later notified Exeter of mechanical issues with the gear shift. ****** was advised to send in details of the damages in writing and the claim will be investigated.
  
  The details of ****** claim were forwarded to ***************************** (ARS), the repossession vendor for review, based on the evidence presented,it was determined that the shifter was not tampered with during the recovery process. As such, Exeter will not honor ****** request for monetary payment based on the claims presented in this complaint. Exeter representatives made multiple call attempts to notify ****** that the claim was denied but the calls were unanswered or returned.
  
  We trust that this answers any questions associated with the complaint. If ****** has any questions about these or any other concerns, Exeter encourages them to contact the Office of the President at ************.
  
  Sincerely,
  
  
  
  Office of the President
  Exeter Finance LLC

• Initial Complaint

  Date:03/23/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 finance a vehicle through Exeter Finance at the end of 2018, and paid off the vehicle in 2020. Exeter had sent my title to the wrong address. I am in desperate need of registering my car in the state of VA and Exeter said I could get a new Title through the *** with a letter from them. I have called 3 times and been told by ALL THREE AGENTS that the it would be sent to me, digitally within 48 to 72 hours... All three times I was sent nothing and I told the last agent I'd file with the BBB if I did not receive it. I've been lied to three times and I want my documentation in hand so I may register my vehicle in the proper state! Please help me resolve this because Exeter has dropped the ball MAJORLY on this.

  Business Response

  Date: 04/11/2023

  April 11, 2023
  
  Better Business Bureau of Metropolitan ***********.
  *****************************Ste. 3838
  ******,***** 75201
  
  RE:******************************************;     Case # ********
  
  To Whom It May ********
  
  On March 28, 2023, Exeter Finance LLC (Exeter) received notice regarding a complaint filed through the Better Business Bureau. Exeter would like to thank ***************************** (*******) for the opportunity to address their concerns regarding their Account. *********************** success is based on customer satisfaction with our products and services, so the issues presented in this complaint are taken seriously and every effort is made to provide a prompt and equitable response. Exeter has thoroughly investigated the complaint and made the following determination.
  
  Regarding Epperlys claim of not receiving a title, Exeters records indicate that ******* called multiple times to get a copy of a lien release. The ******** Service Agent (***) advised would submit a request for a copy of lien release to be sent. The *** would have needed to inform ******* to contact the ********** of ***** Vehicles (DMV) to get a copy of the title. Exeter would like to apologize to ******* for any inconvenience this may have caused.
  We trust this answers any questions associated with the complaint. If ******* has any questions about these or any other concerns, Exeter encourages them to contact the Office of the President at ************.
  
  
  Sincerely,
  
  
  
  Office of the President
  Exeter Finance 

  Customer Answer

  Date: 04/11/2023

  I have reviewed the business response and accept this resolution. I received my documentation finally.

• Initial Complaint

  Date:03/23/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 father in law purchased a vehicle that was an auto loan lease from Exeter. In May 2021. He decided not to keep the vehicle and called them in October of 2022 and told them to come and get it. They didn't show up to get this vehicle until March of 2023. My husband and I were out of state shopping and came outside and the truck had been repossessed with all his tools inside. I would estimate the value to be around $4,000. My father in law passed away before they picked up the vehicle. My mother in law sent 4 deTh certificates and they said they were gonna call us before they came since the vehicle was voluntarily surrendered. Now since there was so estate, the company will not talk to us because we are not the customer...My father I. Law....and refuses to give my husband's property back. They insisted we seemed a lawyer to get an executor. He left no money when he passed...there is no estate It seems awfully crappy for a company to steal personal belongings that were inside thT vehicle we tried to get them to come and get for 4 months. My husband is a ********* and those were the tools he made a loving with. Is there any way you can help us get his belongings back or at least warn others about this horrible auto loan company?

  Business Response

  Date: 04/11/2023

  April 11, 2023
  
  Better Business Bureau of Metropolitan ***********.
  *****************************Ste.3838
  ******,***** 75201
  
  RE:********************* - Case # ********
  
  To Whom It May ****************** March 27, 2023, Exeter Finance LLC (Exeter) received notice regarding a complaint filed through the Better Business Bureau. Exeter would like to thank ********************* (****) for the opportunity to address the concerns outlined in the complaint. Exeters success is based on customer satisfaction with our products and services, so the issues presented in this complaint are taken seriously and every effort is made to provide a prompt and equitable response.
  
  On November 14, 2022, Exeter was notified of the death of the account holder referenced in the complaint and a request was made to surrender the vehicle voluntarily. Regrettably, the vehicle wasnt recovered until March 17, 2023.Exeter apologizes for the delays and any inconvenience this may have caused. In an effort to resolve this complaint amicably, Exeter sent a Personal Property Release Form to the repossession vendor, authorizing the release of those items to Wood on March 30, 2023.
  
  We trust that this answers any questions associated with the complaint. If Wood has any questions about these or any other concerns, Exeter encourages them to contact the Office of the President at ************.
  
  Sincerely,
  
  
  
  Office of the President
  Exeter Finance LLC

  Customer Answer

  Date: 04/11/2023

  I have reviewed the business response and accept this resolution.