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 166008 Irving, TX 75016-6008

• 

  Exeter Finance Corporation

  PO Box 390477 Minneapolis, MN 55439

• 

  Exeter Finance LLC

  303 S Broadway Tarrytown, NY 10591

• 

  Exeter Finance Corp

  12 N State Route 17 Paramus, NJ 07652

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:03/16/2023

  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.

  Exeter has been reporting late payment on my account since Sept. 22. I contacted them DEC 1, 2022 and spoke with someone and they provided me with a payment extension for Sept 22 & Oct 22, they sent the form on Dec 1, 2022 and I signed the form on Dec 3, 2022. I checked my credit recently and I see that it has been reporting late SEPT, OCT, NOV< DEC, and JAN. I called and was told I needed to email the report and forms showing where I did sign, I did that and was told it had to be sent via the portal. I then submitted the forms via the portal. I was then told it needed to be mailed in to disputed. I disputed the issues with all credit reporting agencies, providing the signed form and stating that it was submitted so I don't understand how it late. I received a letter back from Exeter stating nothing would be updated, the late payments were staying. I then called Exeter and explained the situation and was told the extension was not applied because it was never received and that is why the late payments are remaining. Exeter agent basically insisted I never completed the form. I then contacted the company Doc Sign and confirmed in fact I did sign the form and it was sent to me on DEC 1, 2022, and then submitted to them on DEC 3rd 2022. I had Douc Sign email this along with forwarding over the confirmation email that was sent on that day when I signed. I emailed all this information to Exeter again and was told to send via portal. I then sent via the portal then I was told told this should be handled by the phone. I called Exeter back once agin and the first agent stated I should be emailing customer service about this, I explained I had done this, he too insisted well I didn't submit the form and it was my responsibility to make sure the form was received, even though I received a confirmation email that came from edocs@exterfiance that the form was completed and sent. No one is trying to assist or look into the issue with their system, I need help addressing.

  Business Response

  Date: 03/31/2023

  March 31, 2023
  
  Better Business Bureau of Metropolitan ***********.
  *****************************Ste.3838
  ******,***** 75201
  
  RE:*************************** - Case # ********
  
  To Whom It May ********
  
  On March 17, 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 June 10, 2022, Guary signed a Note, Security Agreement and Truth In Lending Disclosure Statement (Contract) for the purchase of a vehicle with AutoPay,LLC, which assigned the Contract to Exeter.
  
  On November 28, 2022, Guary contacted Exeter regarding the account delinquency.Guary was offered a two-month extension for the past due September 2022 and October 2022 payments contingent upon the receipt of the signed extension form.Due to a processing error, a Payment Extension Notice was sent instead of the extension form requesting Guarys signature. Exeter apologizes for the error and the inconvenience it has caused.
  
  To remediate this complaint amicably, Exeter has processed the two-month extension for the September 2022 and October 2022 payments, effective December 1, 2022.In addition, an update has been submitted to the credit reporting agencies to remove the late marks caused by Exeters error. Please allow up to 45 days for the update to reflect on Guarys credit file. Any delinquencies reported prior to the extension are unrelated to the processing error and will remain on their credit file.
  
  We trust that this answers any questions associated with the complaint. If Guary 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:03/15/2023

  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 car was repossessed and I paid the fees of $1500.00. I log into my online account and see a large amount due so I called to see what the additional fees that are listed just as fees were. Just states $495.00 other fees. I was told I would be transferred to another department for explanation. The representative then said that line was not available. I tried to explain I had an receipt that had a different amount and he couldn't explain why my account was different the just said that is my **************** fees they charge. He then pretended to be a supervisor, I disconnected and called back and was told that the $495.00 was a towing fee. I again asked how if the invoice have is different. I requested a copy of the invoice she had and I was refused and told to call the repossession company. All paperwork shows Exeter Finance . She could not tell my why my finance company wouldn't send me a breakdown only to try the company that's 10 minutes from the repossession location a call. I was told it's not due and can be moved to the end of the loan which is great. Just not sure why I can't have the invoice with the charges she states . I offered to send my invoice and no response to accepting the documents from the repossession agency. This sounds odd also I could not find any LEGAL proof that ******* charges fees for your car been repossessed. I have proof the amount on the invoice is different . I want a copy of the invoice that they state they charged $495 to have the car towed. Also an explanation of why they are listed on the invoice with a different amount.

  Business Response

  Date: 03/30/2023

  March 30, 2023          
  
  Better Business Bureau of Metropolitan ***********.
  ***********************************************************************
  
  RE:********************;           Case # ********
  
  To Whom It May ********
  
  On March 16, 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 March 15, 2023, ****** contacted Exeter regarding a fee of $495.00 that was billed to her Exeter account. ****** was advised that the fee was related to the recent repossession and the fee had not been billed at the time the account was reinstated. As such, the fee will remain on the account as unpaid. If ****** has any questions or concerns regarding why this fee was invoiced to Exeter, they can contact the repossession vendor UAR Nationwide directly at ************** for further assistance.
  
  Regarding Statons claims of an Exeter customer service agent acting as a supervisor, our 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, Exeter encourages them to contact the Office of the President at ************.
  
  
  Sincerely,
  
  
  
  Office of the President
  Exeter Finance 

  Customer Answer

  Date: 03/30/2023

  I am rejecting this response because:   I spoke with a representative who then said she was transferring me to a supervisor who is the one who REFUSED to give me a copy of the invoice  the company stated it had. I have submitted the actual fees charged on the form and once again today asked for an explanation of why the difference with another I guess fake supervisor who stated I FILED A COMPLAINT WITH THE BBB AND HAVE TO WAIT FOR THEIR INVESTIGATION TO BE COMPLETE. Once again no help and once again denied the invoice from them. This response doesnt even acknowledge my documentation or state why the difference in charges 

  Business Response

  Date: 04/20/2023

  April 20, 2023
  
  Better Business Bureau of Metropolitan ***********.
  *****************************Ste.3838
  ******,***** 75201
  
  RE:********************;           Case # ********
  
  
  To Whom It May ****************** April 20, 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 March 16, 2023, regarding fees related to the repossession. 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 fees related to the repossession. As stated in our initial response dated March 30, 2023, on March 15, 2023, ****** contacted Exeter regarding a fee of $495.00 that was billed to their Exeter account. ****** was advised that the fee was related to the recent repossession and the fee had not been billed at the time the account was reinstated. As such, the fee will remain on the account as unpaid.

  Regarding the specific fee amounts, the invoice ****** provided shows the Reinstatement/Redemption fee in the amount of $125.00 that was paid as part of the account reinstatement.The fee of $495.00 in question is related to the towing of the vehicle. ****** was advised this fee can be paid at anytime over the life of the account. If ****** has any questions or concerns regarding why this fee was invoiced to Exeter, they can contact the repossession vendor UAR Nationwide directly at ************** for further assistance.
  
  Regarding Statons claims of an Exeter customer service agent acting as a supervisor, our 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 us at ************.
  
  Sincerely,
  
  
  Office of the President                         
  Exeter Finance 

  Customer Answer

  Date: 04/21/2023

  I am rejecting this response because:   I still have not been provided an invoice which is all I requested now for the 6th time . And the fees shown as stated were from the repossession. Not sure whats to hide and why o cant have a copy of the tow invoice I will follow up with FTC to see if they can pull the calls as well.

   

  thanls

• Initial Complaint

  Date:03/14/2023

  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.

  Terrible customer service, no care or concern for customer. Sat on hold waiting to speak to a manager for 45 minutes. Threatened action with better business bureau and they suddenly were available to speak to me.

  Business Response

  Date: 03/29/2023

  March 29, 2023         
  
  Better Business Bureau of Metropolitan ***********.
  *****************************Ste. 3838
  ******,***** 75201
  
  RE:***********************;       Case # ********
  
  To Whom It May ********  
  
  On March 15, 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 March 14, 2023, ******* contacted Exeter to discuss a voluntary surrender of the vehicle. During the phone call the customer service agent placed ******* on an extended hold to locate a manager to complete the voluntary surrender process. Exeter would like to apologize to ******* for any inconvenience this may have caused. Exeters records indicate that ******* did speak to a manager and the voluntary surrender request was submitted on March 15, 2023.
  
  Regarding Hazzards request for a refund of the vehicle storage fees that were charged by the mechanic shop, we are unable to substantiate Hazzards claims of any violations by Exeter and will not honor their request for monetary payment.
  
  We trust this answers any questions associated with the complaint. If Hazzard 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:03/12/2023

  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.

  I bought a 2012 Honda CR-V through ********************* of **********. I have poor credit and was given an interest rate of 20%. I became disabled so I went through another company to see if I could refinance for a lower interest rate. I didn't do any research and ended up getting my car refinanced with a company called Exeter Finance for $14,304.88 at a *****% interest rate for 60 months which I thought was good at the time. However they have very shady business practices which is reflected in their multitudes of poor customer reviews and because I am paying more in interest every month than what is being applied to the principle. I want to pay my loan off now, however, this company does not allow full payoff of the loan, rather they do it in $3,000 increments, probably as a way to either get more interest or so they can take your vehicle. I have never heard of a company not allowing a full payoff of a vehicle loan. I just want to be finished with Exeter Finance and not have to deal with them any longer.

  Business Response

  Date: 03/27/2023

  March 27, 2023         
  
  Better Business Bureau of Metropolitan ***********.
  ***********************************************************************
  
  RE:***********************;      Case # ********
  
  To Whom It May ********
  
  On March 14, 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 January 4, 2022, ******* signed a Notice and Security Agreement (Contract) to refinance the 2012 Honda CR-V (Vehicle) with ****************, which was later assigned to Exeter. The Contract payment schedule provided for 60 monthly payments of $323.13 beginning January 30, 2022. All required information regarding the terms of the Contract were disclosed on the Contract as required by law; the signed Contract shows that all parties agreed with the terms and conditions stated.
  
  Please note that this is a simple interest account,as set forth in the Contract, which means interest accrues daily and must be collected first out of each payment received. Exeter applies all payments received as follows: first to earned and unpaid interest, second to principal, and third to other amounts owed under the Contract (e.g., late fees).
  
  Regarding payment options, Exeters payment system allows ACH payments to be processed up to $3000.00 per transaction. Our records indicate that ******* made multiple payments in increments up to $3000.00 and the account was paid in full on March 19, 2023, with an overage amount of $31.49. A refund check for the overage amount will be mailed to ******* address on file. ******* should allow up to 30 days for delivery.
  
  ****************** request, under separate cover, they will receive a copy of their executed Contract and a Statement of Account, showing all account activity through March 20, 2023. Also included, is a Simple Interest Tool that *** help ******* better understand how interest was calculated over the life of 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:03/09/2023

  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.

  Verification is #4 in debt validation law. Verification is a sworn statement/ affidavit of truth. I have also provided you with Black Law definition of verification below as you are partaking in willful non compliance 15 U.S.C. ****n - Civil liability for willful noncompliance. I demand proof of delivery letter within 14 days of reporting account. I request certified mail tracking number. If you cant provide the requested information then I demand that you delete this tradeline asap and cease and desist all collection activity including reporting the account. I will take reasonable steps to get justice for the pain you caused me. ACCOUNT NUMBER *****************

  Business Response

  Date: 03/24/2023

  Better Business Bureau of Metropolitan ***********.
  *************************
  Ste. *************************************
  
  RE:Alesiah Ward          Case # ********
  
  To Whom It May ****************** March 10, 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 26, 2021, **** signed a Retail Installment Contract (Contract) for the purchase of a vehicle with CarMax (Dealer),which assigned the Contract to Exeter. ********* request to cease all communication, Exeter has placed your account in a cease-and-desist status for phone calls and written communication.
  Exeter has an obligation to the Fair Credit Reporting Act which requires all accounts to be reported accurately and factually. Exeters 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 ************************* was confirmed to be accurate, as such no adjustments are necessary.
  
  Under separate cover, **** will receive a copy of their executed Contract and a Statement of Account, showing all account activity through March 15, 2023.Exeter considers both documents to be a validation of debt, no additional documents will be provided.
  
  During our review of the Account, we identified that the mailing address we have on file is different from the address listed on this complaint. To ensure we have the most current contact information, if ***** address has changed, please have **** contact us via phone or mail and provide us with their new address.
  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:03/09/2023

  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.

  Verification is #4 in debt validation law. Verification is a sworn statement/ affidavit of truth. I have also provided you with Black Law definition of verification below as you are partaking in willful non compliance 15 U.S.C. 1681n - Civil liability for willful noncompliance. I demand proof of delivery letter within 14 days of reporting account. I request certified mail tracking number. If you cant provide the requested information then I demand that you delete this tradeline asap and cease and desist all collection activity including reporting the account. I will take reasonable steps to get justice for the pain you caused me.
  
  ACCOUNT NUMBER *****************

  Business Response

  Date: 03/24/2023

  March 24, 2023
  
  Better Business Bureau
  of Metropolitan Dallas, Inc.
  **** *** ******
  **** ****
  ******,
  Texas *****
  
  RE:
  ****** **** Case # ********
  
  To
  Whom It May Concern:
  
  On March 10, 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. 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 April 26, 2021, **** signed a Retail
  Installment Contract (“Contract”) for the purchase of a vehicle with CarMax
  (“Dealer”), which assigned the Contract to Exeter. Per ****s’ request to cease
  all communication, Exeter has placed your account in cease-and-desist status
  for phone calls and written communication.
  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.
  
  Under
  separate cover, **** will receive a copy of their executed Contract and a
  Statement of Account, showing all account activity through March 15, 2023.
  Exeter considers both documents to be a validation of debt, no additional
  documents will be provided.
  
  During our review of the Account, we identified
  that the mailing address we have on file is different from the address listed
  on this complaint. To ensure we have the most current contact information, if
  ****’s address has changed, please have **** contact us via phone or mail and
  provide us with their new address.
  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:03/09/2023

  Type:Product 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 AN ACTIVE DUTY SERVICE MEMBER! I am currently going back and forth with this company to get a letter of authorization to ship my vehicle OCONUS to ******. I am here on military orders and need MY CAR for transportation. They are giving me the complete run around. Acting as if they don't know what the heck I am referring to. The. tried to walk around my request and act as if they didn't know I was a service member when in fact in 2018 I requested my APR to be adjusted due to SCRA laws because I was deployed. Date of complaint 6 March 2023. I paid out ****+ to the shipping agent and if I don't receive the letter I requested I pay additional fees $150 a day to be exact. This is a hinderance for me as a Service Member and I am quite sure that they're doing this to other SMs.

  Business Response

  Date: 03/24/2023

  March 24, 2023         
  
  Better Business Bureau of Metropolitan ***********.
  ***********************************************************************
  
  RE:*************************;    Case # ********
  
  To Whom It May ********
  
  On March 9, 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.
  
  Regarding Servicemember Civil Relief Act (****) protection, on August 30, 2019, Exeter mailed ******* a letter advising we could not extend them benefits under the **** because the debt was incurred while in active-duty status. A copy of this letter will be sent to ******* under separate cover for their records.
  
  On March 9, 2023, Exeter received the request for proof of insurance, and a Letter of Permission was emailed to ******** email address on file, giving permission to ship the vehicle to ******.
  
  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:03/02/2023

  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.

  I have had additional extenuating circumstances that have led me to fall behind again, I was trying to make a payment but it won't let me on the site, all the reps I've dealt with are not cooperating, I am requesting another extension so I can catch up. My house caught fire and been dealing with that. I know the company has helped me before but I am in a difficult situation

  Business Response

  Date: 03/16/2023

  March 16, 2022
  
  Better Business Bureau of Metropolitan ***********.
  ****************************/>Ste. 3838
  ******, ***** 75201
  
  RE: ************************************ - Case # ********
  
  To Whom It May ******************** March 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. 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 empathizes with *************************** and the personal difficulties that are preventing them from making their payments on time. Exeter has granted *************************** a total of four payment extensions on the account as an effort to assist with the account delinquency. A minimum of four more payments must be completed before the account is eligible for any additional payment extensions.
  
  Access and usage of Exeter's online customer portal is restricted when an account becomes 65 days past due. However, payments can be made with a **************** Representative, through MoneyGram and ************* Quick Collect.
  
  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
  

  Customer Answer

  Date: 03/17/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Is it possible for someone to override that I need to make payments in order to qualify for the extension? That kind of defeats the purpose of extension. This is a dire situation, please help.

  Business Response

  Date: 03/30/2023

  March 30, 2022
  
  Better Business Bureau of Metropolitan ***********.
  *****************************Ste.3838
  ******,***** 75201
  
  RE:************************************ - Case # ********
  
  To Whom It May ****************** March 20, 2023, Exeter Finance LLC (Exeter) received notice that ************************************ (***************************) had additional concerns to bring to Exeters attention regarding the complaint filed through the Better Business Bureau on March 6, 2023.
  
  As stated in Exeters previous response dated March 16, 2023, Exeter has granted *************************** a total of four payment extensions on the account as an effort to assist with the account delinquency. The account is not eligible for a payment extension at this time.
  
  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

  Customer Answer

  Date: 04/04/2023

  They are asking me to call in, but when I call in, no one can assist me, even with the dire situation I am facing, and that is not proper customer service. It would be greatly helpful if they can ***** me one additional extension to assist me in this time.  I do not understand why they say to call, but when I call, there is no assistance?

  Customer Answer

  Date: 04/04/2023

  I am rejecting this response because:   They are asking me to call in, but when I call in, no one can assist me, even with the dire situation I am facing, and that is not proper customer service. It would be greatly helpful if they can ***** me one additional extension to assist me in this time.  I do not understand why they say to call, but when I call, there is no assistance?

• Initial Complaint

  Date:03/01/2023

  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 bought a car in January of 2018 the car's cost was $11000 I got financing through Exeter finance I paid $400 a month for 42 months then the car got totaled my insurance company paid $6800 more that's a total of $23600 twice what the car was valued at OriginallyNow Exeter finance wants an additional $3600 from me and IRefuse to pay they would not give me a payoff amount because they compound their interest daily and rip off a consumer. I am a senior citizen 66 years old and they don't care who they take advantage of period today I got a letter offering me a settlement for 35% now why would they do that if they didn't know that their practices were unlawful . I'm basically sending this complaint to warrant others of this finance company I have no intention of paying the $3600 that they are seeking or even the 35% I have never been taken advantage of so badly in my life. Buyer beware do not finance your car through Exeter finance

  Business Response

  Date: 03/29/2023

  March 29, 2023
  
  Better Business Bureau of Metropolitan ***********.
  *****************************Ste.3838
  ******,***** 75201
  
  RE:************************* - Case # ********
  
  To Whom It May ****************** March 20, 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 April 14, 2022, Exeter was notified that ******** vehicle was declared a total loss as of March 30, 2022. Exeter provided the insurance company a 15-day payoff quote of $10,512.75. On April 25, 2022, Exeter received a payment of $6,897.79 for the insurance claim. This amount was applied to the account with an effective date of March 30, 2022, date of total loss.
  
  The insurance payment did not satisfy the full amount owed under the Contract. Exeters records do not indicate that Guaranteed Auto Protection (GAP) was purchased on the account. As such, ******* was responsible for the deficiency balance remaining on the account.
  
  On February 22, 2023, ******* was sent a Settlement Offer, this was sent as an opportunity to collaborate with them on a mutual agreement to settle the account for less than the full balance. We are unable to substantiate ******** claim that Exeter refused to provide them with a payoff amount as stated in this complaint.
  
  Exeter has determined that the account balance is accurate, and no adjustments are necessary. Under a separate letter, Exeter is sending ******* a copy of the executed Contract and a Statement of Account showing all account activity through March 19, 2023.
  
  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:02/28/2023

  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 am not liable for this debt with Exeter Finance. I do not have a contract with them. They have not provided me with the original application as I have asked.

  Business Response

  Date: 03/16/2023

  Better Business Bureau of Metropolitan Dallas, Inc.
  
  1601 Elm Street
  
  Ste. 3838
  
  Dallas, Texas 75201
  
  
  
  RE: *** ************ - Case # ********
  
  
  
  To Whom It May Concern:
  
  
  
  On March 2, 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 February 26, 2015, ************ signed a Retail Installment Contract ("Contract") for the purchase of a vehicle with ****** ("Dealer"), which assigned the Contract to Exeter. The Vehicle was repossessed on March 30, 2017, due to non-payment.
  
  Regarding ************'s claim of not receiving the original application, ************ should reach out to the Dealership, ******, to obtain the original application for credit.
  
  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.
  
  
  
  During our review of the Account, we identified that the mailing address we have on file is different from the address listed on this complaint. To ensure we have the most current contact information, if ************'s address has changed, please have ************ contact us via phone or mail and provide us with their new address.
  
  
  
  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 877-877-4943.
  
  
  
  
  
  Sincerely,
  
  
  
  
  
  
  
  Office of the President
  
  Exeter Finance