Business Profile

Loans

Exeter Finance Corp

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Complaints

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

Customer Complaints Summary

794 total complaints in the last 3 years.
275 complaints closed in the last 12 months.

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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:02/16/2023
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.
I've been Exeter finance since March of 2021. I've been late ONE time. I called , I spoke with someone and the representative explained to me that no fees would be applied until 30days late . In addition to that my credit WOULD NOT be affected until after 30 days.
Two years later my husband and I have decided to file bankruptcy, due to hard times. I decided to KEEP my car! Unbeknownst to me, I can no longer pay my car note to Exeter financial online. I now have to pay through their bankruptcy department. January27th is when my husband and I did the filing. I was able to pay my car-note January 15( $300.00) online. January 21 ($87.00) the balance. I assumed that the $4.97 was a late fee because I was paying the balance late. So that wasn't what infuriated me.
I called and spoke to someone from Exeter. I was told that because I decided to file bankruptcy I NOW have to pay directly to the bankruptcy department. Why I asked. The gentleman said that it's policy.I asked if I could speak to someone and was placed on hold.
Now we're in February and it's time to pay my car note. Absentmindedly I go to the app that on my phone. The amount due is $397 and some change. I was taken aback because it was 9 pm FEBRUARY 15th! It hasn't been 24 hours and I've been charged a late fee! Wow!
So I decided that 8 am February 16th I'd call to make a payment. I made the first call at 8 am and got nothing. Now it's 829 am and I keep getting a message stating that their offices are closed , call back at normal business hours . But you can't get through.
Knowing the policy for bankruptcy for Exeter would be great!
Business Response
Date: 03/07/2023
Better Business Bureau of Metropolitan Dallas, Inc.

1601 Elm Street

Ste. 3838

Dallas, Texas 75201

RE: ****** ******** - Case # ********

To Whom It May Concern:

On February 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 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.

Exeter's telephone records were reviewed, and it was determined that on February 16, 2023, ******** contacted Exeter. The Bankruptcy Agent ("BA") advised ******** of payment options and resolved late fees. ******** may contact our Bankruptcy department for assistance at (866) 214-3261, Monday - Friday 8:00 AM to 5:00 PM CST.

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.

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
Customer Answer
Date: 03/08/2023
(The consumer indicated he/she DID NOT accept the response from the business.)

I don't accept it because I have NEVER late nor been charged for paying my car note late as long as I paid it in the current month. But the very minute Exeter got a hint that I filed bankruptcy that is when they decided to add a late fee in addition to adding "potentially negative" on my credit. THAT IS WRONG. If documentation is needed, I can provide it. I also asked for a summary of all of my payments but I never received them.
Business Response
Date: 03/15/2023
Better Business Bureau of Metropolitan Dallas, Inc.

1601 Elm Street

Ste. 3838

Dallas, Texas 75201

RE: Nicole ******** - Case # ********

To Whom It May Concern:

On March 10, 2023, Exeter Finance LLC ("Exeter") received notice that Nicole ******** ("********") had additional concerns to bring to Exeter's attention regarding the complaint filed through the Better Business Bureau on February 20, 2023.

While we regret that ******** is not satisfied with Exeter's previous response, we believe that the concerns have been fully addressed. As stated in Exeter's response dated March 7, 2023, Exeter's records were reviewed, and it has been determined that the late fee and information reported to the credit reporting agencies is accurate; therefore, no adjustments are necessary.

Regarding ********'s claim of not receiving the summary of payments, Exeter emailed a Statement of Account to ******** on March 8, 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 877-877-4943.

Sincerely,

Office of the President

Exeter Finance LLC

Initial Complaint

Date:02/01/2023

Type:Billing Issues

Status:

Answered

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 repossessed around the beginning of September 2022 and I did not receive an Inventory of personal effects, never received a notice of seizure, never received a notice before sale which had to be within 15 days of repossession, and I did not receive my deficiency notice which has a date of 11/22/2022 on it but Exeter did not send the letter out to me until December 27, 2023 which is well beyond the 60 days the notice must be given within and I have the secured email to prove it. Exeter violated two Cal. Bus. & Prof. ***** & one Cal. Civ. Code

Business Response

Date: 02/16/2023

Better Business Bureau of Metropolitan ***********.
*************************
Ste. 3838
******, ***** 75201

RE: *********************** - Case # ********

To Whom It May ********

On February 02, 2023, Exeter Finance LLC ("Exeter") received notice regarding a complaint filed through the Better Business Bureau. Exeter would like to thank *********************** ("Easter") for the opportunity to address their concerns regarding their Account. **********************'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 07, 2021, Easter signed a ********** Retail Installment Contract ("Contract") for the purchase of a vehicle with CarMax ********************** ("Dealer"), which assigned the Contract to Exeter. There were 9 payments completed on the Account before the Vehicle was repossessed on October 5, 2022, due to non- payment.
Regarding Easter's claim of not receiving a written notice, Exeter's records indicates that a Notice of Right to Cure Default ("Notice") was sent to the Easter's address on file on August 24, 2022, which explained that the total amount due must be paid by September 7, 2022. The total amount due was not satisfied by the expiration date and on September 30, 2022, the vehicle was assigned for repossession.
A Notice of our Plan to Sell Property ("Notice") was sent to the address on file on October 7, 2022, which explained the right to or redeem the Vehicle by paying all amounts owed before the expiration date. The notice explained that the Vehicle would be sold at auction sometime after October 27, 2022, if the Vehicle is not redeemed.
On November 22, 2022, Easter was sent an Explanation of Calculation and Surplus or Deficiency advising of the deficiency balance for which Easters is responsible for after the sale of the Vehicle.
Under separate cover, Easter will receive a copy of the Notice of our Plan to Sell Property and Notice of Right to Cure Default.
We trust this answers any questions associated with the complaint. If Easter 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: 11/17/2023

On 11/10/2023 I received an updated credit report showing that EXETER FINANCE reported that I still owe them $14,357 which is false, I have a settlement agreement with EXETER, I actually owed $718 according to the agreement letter from EXETER, and that $718 balance was paid in full on 11/02/2023. The account balance is supposed to be reported as $718 and account reported as paid in full and closed. Knowingly making inaccurate reporting on consumer credit reports is against FCRA federally protected laws and EXETER FINANCE LLC can/will be held liable to me for statutory damages for being in violation of 15 U.S.C. 1681(A) regardless of the intent. This is NOT an opportunity for investigation, this is me, ***********************, requesting Exeter Finance to make an updated/accurate report on my credit report the same day receiving this letter.

Business Response

Date: 11/22/2023

Better Business Bureau of Metropolitan ***********.
*************************
Ste. *************************************

RE:*********************** - Case # ********

To Whom It May ****************** November 17, 2023, Exeter Finance LLC (Exeter) received notice that *********************** (Easter)
had additional concerns that they wanted to bring to Exeters attention regarding the complaint filed through the Better Business Bureau on February 2, 2023, regarding an Exeter 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.

Regarding the settlement, Exeter received the General Release and Settlement Agreement (Agreement) on October 30, 2023. The settlement payment in the amount of $718.00 was rendered on November 2, 2023. The Agreement stated the balance was $14,357.96. Although there was a settlement agreement, it was not completed prior to the reporting of the account for the month of October 2023.

Please be advised that Exeter reports to the credit bureau once a month. Easter should allow up to 45 days for the updates to reflect on their credit file. Any further discrepancies between the information reported by Exeter and what is reflected on Easters credit file will need to be addressed by the ************************* directly, as each reporting agency is governed by their own guidelines and procedures.

We trust this response answers any questions associated with the complaint. If Easter 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: 11/27/2023

I am rejecting this response because: By law you are required to comply with FCRA laws, one of those laws being consumers have the right to fair and accurate reporting on credit report, on 10/31/2023 you reported incorrect balance information on the account. If you didnt receive payment until 10/30/2023 then why did you still report a $14,000-$16,000 balance on 10/31/2023 a day after you officially received payment? Im asking your company to make a correct report TODAY or I will be forced to take this issue to civil court for failing to abide by the Fair credit report act and violation 15 USC ****, you can/will be held liable for statutory damages for every violation committed regardless of intent, if you received payment of 10/30/2023 like you just stated above in your response, then on the following day 10/31/2023 you should be reported the correct payment amount that correlates with the settlement agreement we have. Ill be providing documentation with this letter to prove EXETER finance reported on 10/31/2023 and 11/01/2023 a false incorrect balance after receiving my payment of 10/30/2023

Customer Answer

Date: 12/20/2023

I have a settlement agreement as of 10/30/2023, signed on 10/30/2023 by both parties involved. After paying my $718 fee to Exeter Finance they are supposed to update the account information on my credit report to Experian & TransUnion. I have received THREE updated credit reports since 11/01/2023 and all THREE updated reports are not updated as Exeters customer service agent assured me it would be when I spoke to them on 12/11/2023. The account balance is supposed to be updated to $0 balance owed and 0 payments left as of 10/30/2023. I received a new updated report from Experian today 12/19/2023 and Exeter is STILL reported inaccurate information on my credit report. Inaccurate information violates the **** as I have the right to 100% accuracy on my credit report from all reporting companies. This is my THIRD time asking Exeter to update the reported information.

Business Response

Date: 01/25/2024

Better Business Bureau of Metropolitan ***********.
*************************
Ste. *************************************

RE:*********************** - Case # ********

To Whom It May ****************** January 17, ****, Exeter Finance LLC (Exeter) received notice that *********************** (Easter)
had additional concerns that they wanted to bring to Exeters attention regarding the complaint filed through the Better Business Bureau on February 2, 2023, regarding an Exeter 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.

On October 20, 2023, a settlement was agreed upon, you were sent a General Release and Settlement Agreement to pay $718.00 which was paid on November 2, 2023.
On December 19, 2023, an update to the ************************* (CRAs) was submitted. Easter should allow up to 45 days for the updates to reflect on their credit file. Any further discrepancies between the information reported by Exeter and what is reflected on Easters credit file will need to be addressed by the ************************* directly, as each reporting agency is governed by their own guidelines and procedures.

We trust this response answers any questions associated with the complaint. If Easter 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: 05/20/2024

Exeter Finance account number ******************************** has violated my federally protected consumer rights and this isnt the first time Ive had this issue with this company. Back in October of 2023 I had a settlement agreement with Exeter Finance that was signed and completed by 10/30/2024. According to the Settlement Agreement signed & given to me by Exeter Finance section XI. INADMISSIBILITY states This Agreement is not, and shall not be construed as, an admission of liability, fault, or wrongdoing of any kind by any Party. Which is a clear breach of contract/violation of contract by Exeter Finance as theyre still reporting to TransUnion that the account type is a Charge-off and by law Exeter is only allowed to report the account as a Charge-Off if a settlement agreement was not completed according to a receipt from Exeter Finance on 01/05/2024. For more than 5 months Exeter Finance has been deliberately reported inaccurate & false information on my credit report regarding the account I previously had with their company. I submitted 2 dispute complaints in December of 2023 & also another dispute in January of 2024 and I kept receiving computer generated responses stating the information was verified & accurate when that is completely false I have proof. Exeter Finance has violated 15 U.S. Code 1681i multiple times, Exeter Finance is also in violation of 15 U.S. Code 1691e

Please remove all account information associated with EXETER FINANCE from my credit report immediately as the 30 day re-investigation the law allows has expired for both the *********************** & the Creditor (the creditor in this situation being EXETER FINANCE). If Exeter Finance fails to comply with the deletion of the account # ********* they will be held liable to me for no greater than $10,000.

Business Response

Date: 05/30/2024

While we understand that the consumer may not be satisfied with Exeter's initial approach to addressing their concerns, we are confident that we thoroughly addressed all their issues and our stance on the matter remains unchanged.

Customer Answer

Date: 06/07/2024

I am rejecting this response because:
per ****, Exter Finance must remove the account reported on my credit report immediately due to the fact that they did not correct the inaccurate reported information to the credit bureau after my initial complaint, and it is too far past the 30 days the law allows them to conduct a proper investigation. A refusal to comply with the **** will result in Exter Finance being held responsible in a civil lawsuit.

Initial Complaint
Date:01/12/2023
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 experience issues with consistent employment in *******, I did express my issues to Exeter and was told there was nothing they could do and told me my balance and requested payment, a month later I received an email offering help, which I received multiple and attempted to get the offered assistance multiple times with the same result as my initial call. I did not know about car being repossessed after a certain grace ******* I did not know about a possibly to defer payments which would've allowed me to keep my car. Now I'm in a situation where I will most likely lose my job because I do not have the transportation I said I initially possessed. I have tried to be transparent with my lender who was only transparent with me and I use that worldly loosely, after the car was already in their possession.
Business Response
Date: 01/27/2023
Better Business Bureau of Metropolitan ******, Inc.
*************************
Ste. 3838
******, ***** 75201

RE: *************************** # ********

To Whom It May ********

On January 13, 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. **********************'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.

Exeter's telephone records were reviewed, and it was determined that on October 14, 2022, Exeter made an outbound call to ******. The ******** Service Agent ("CSA") advised ****** that assistance was available, ****** respectfully declined. Exeter is unable to substantiate ******** claim of not being offered assistance.
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
Customer Answer
Date: 01/30/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like chance to listen to the recording, I'm not sure what happened on the call or what kind of "help" was offered but I know October was a month were I had just begun one job and was actively seeking a second job and was not having any luck. I was still needing to do business with a **** shop in because I was still waiting to be paid from training. I needed help and even ended asking my father for assistance the day after I received the email from Exeter which would of been the 28th of October , I also made a call the day of or around the 28th after receiving the email and do not remember being offering two months of deferred payments or any assistance which could've lowered my balance and helped me to keep the car. Exeters customer service agents are far from understanding and are very much about their bottom dollar even when making payments it's very short and cold If money not being given to them. What about the calls made to Exeter around the 12th and 16th of December where I asked for help and received not assistance after getting two more emails. The first time I heard of deferred payments was January 6th when I spoke with what would have been the third representative and I want to say a supervisor in repossession department and after being told Exeter didn't have my car by one of their representatives which caused unnecessary alarm. The only thing Exeter has said is that help was offered on some call I can't remember happening but hasn't acknowledged that I've personally been reaching out months to the repossession and only been quoted my balance and asked how much I'm able to pay.
See Attachment/File: 12629698-****-4225-84AB-56DD7C15B3A1
Business Response
Date: 02/07/2023
Better Business Bureau of Metropolitan ***********.
*************************
Ste. 3838
******, ***** 75201

RE: *************************** # ********

To Whom It May ******************** February 2, 2023, Exeter Finance LLC ("Exeter") received notice that ***************************** ("******") had additional concerns to bring to Exeter's attention regarding the complaint filed through the Better Business Bureau on January 13, 2023.

While we regret that ****** is not satisfied with Exeter's previous response, we believe that the concerns have been fully addressed. As stated in Exeter's response dated January 27, 2023, Exeter's telephone records were reviewed, and it was determined that on October 14, 2022, Exeter advised ****** that assistance was available, ****** respectfully declined.

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: 02/09/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I had a rep ******* me asking how long it would take me to get the balance up with the two months of deferred payments, I was unable to give a answer at the time. I did reach out to the president recently but office was closed but will continue to try. I did also reach out to Exeter in hopes of continuing the conversation me and ******* who reached out to me since my last response but was unable to reach him. ******* I did speak with was only able to tell me that my cars legal sell date was in January when I asked about the notes from the previous call.
See Attachment/File: A81AE464-FBFF-4F0C-92CF-CEE7D16A2F49.png
Business Response
Date: 02/17/2023
Better Business Bureau of Metropolitan ******, Inc.
*************************
Ste. 3838
******, ***** 75201

RE: *************************** # ********

To Whom It May ******************** February 2, 2023, Exeter Finance LLC ("Exeter") received notice that ***************************** ("******") had additional concerns to bring to Exeter's attention regarding the complaint filed through the Better Business Bureau on January 13, 2023.

While we regret that ****** is not satisfied with Exeter's previous response, we believe that the concerns have been fully addressed. As stated in Exeter's response dated January 27, 2023, and a subsequent response dated February 8, 2023, Exeter's telephone records were reviewed, and it was determined that on October 14, 2022, Exeter advised ****** that assistance was available, ****** respectfully declined. ****** may contact our *************************** 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 LLC
Customer Answer
Date: 11/02/2023
I attempted to solve my issue but was unable to one representative called and offered a solution and I was unable to ever get the options he provided again. The other reps would only tell me balance and that my car could go to suction at anytime. Exeter had already lied saying they offered me help when I called the same week asking for help and was giving a balance and asked what I could pay. *** reached out to president ****** which was provided in one of their responses and was never able to get ******* only being told repeatedly that he was in training . I left messages and never received a response. I needed help and they saw an opportunity.
Business Response
Date: 11/14/2023
Better Business Bureau of Metropolitan ******,Inc.
*************************
Ste.*************************************

RE:****************************; Case # ********

To Whom It May ****************** November 6, 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 January 13,2023.

While we regret that ****** is not satisfied with Exeters previous responses, we believe that the concerns have been fully addressed. As stated in Exeters response dated January 27, 2023, and a subsequent response dated February 8, 2023,Exeters telephone records were reviewed, and it was determined that on October 14, 2022, Exeter advised ****** that assistance was available, ****** respectfully declined.

Exeters records were reviewed, including phone calls, ****** contacted Exeter and requested to speak with a manager. The **************** Representative (CSR)advised ****** that management would call them back. ****** did not receive a call back from management. We apologize for any inconvenience this has caused.

We trust this response 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: 11/14/2023
My car was repossessed in January after my finance company refused to provide assistance with bill, after calling on multiple occasions in response to emails that were sent to me by the company after missing my first and second month of bills, however I never got the help offered. The company even went on to falsify information saying. They offered me help two days before I reached out response to one of their emails. I attempted to do this once, I did receive a call from a rep and was never able to get him on the phone again. They sent some letter to reach to the president ****** which I did ************** and was never able to get in contact with a representative that could offer me help. They have hundreds of rep and probably management but only one rep that could offer me help? Why is it every other rep could only recite balance and threaten to tow the car. Exeter only offered me assistance because I got rhe bbb and I never actually got assistance.
Customer Answer
Date: 11/14/2023
I am rejecting this response because: The complaint claims I rejected help but I called the day after and multple time after to get help but was only given my balance ; I would like copies of the contacts o have the dates; every time I received an email I reached out and was told I had no options but theyre telling you that I decline which is false
Customer Answer
Date: 11/14/2023
I have not been able to get a voicemail or email returned from a representative to help me but they claimed they called once back in. October or November but what about every other call I made where was the help? Why is it when I reported to the bbb I received a call from a rep offering help and o told him soon but not right now, I started working days after the call and have been unable to be help since; this was in January. Exeter has not reached out to me once but ** receiving emails now to settle my balance even though I was never given a chance for any programs to keep my car. This company just wanted to auction the car and still get paid for it. The proof would be very call in December and January In regards to my account. No help was offered on any of those calls but theyre saying I declined help? Why would I be calling and leaving multiple messages with different departments if I didnt need help ; Ive contact a lawyer just in case.
Customer Answer
Date: 11/14/2023
I would like to ************* where I refused assistance since this is the third time Ive heard this with no proof but Im sending copies of call logs and emails theyre just saying they did something wiht hopes that no one asks that they prove it
Initial Complaint
Date:12/09/2022
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 called Financial Institute and let them know that there was possible fraudulent action with a Applications from **************************************** I asked them for the paperwork on how they approved this loan To somebody who is on disability that doesn't even barely make enough money to support himself on a payment over $900 they refused to give me the paperwork and said they were going to revoke the loan and didn't do either one that I know of
Business Response
Date: 03/20/2023
Business Response /* (1000, 5, 2022/12/22) */
December 22, 2022

Better Business Bureau of Metropolitan Dallas, Inc.
1601 Elm Street
Ste. 3838
Dallas, Texas 75201

RE: ******* *****- Case # XXXXXXXX

To Whom It May Concern:

On December 9, 2022, 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.

On November 23, 2022, ****** and ******* ***** signed a Retail Installment Contract ("Contract") for the purchase of a vehicle with ***** ********** ("Dealer"), which assigned the Contract to Exeter. All required information regarding the contract terms were disclosed on the Contract as required by law. The signed Contract shows that all parties agreed with the terms and conditions. The terms of ***** Contract were based on Exeter's credit decisioning process which considers income and credit worthiness of both buyers.

Exeter is an indirect auto finance company that purchases Contracts from dealerships. Exeter does not communicate with or negotiate Contract terms with borrowers prior to the consummation of the Contract between the borrower and the Dealer. The allegations presented in the complaint are issues between ***** and the Dealer and should be addressed by them directly.

On December 2, 2022, ***** contacted Exeter regarding the same issues presented in this complaint. ***** was advised that the Dealer would have to agree to cancel the Contract. ***** was also advised of the option to sell or trade the vehicle in. In addition, ***** has the option to surrender the vehicle voluntarily. If this option is chosen, the account will be reported to the credit reporting agencies as a voluntary repossession and such report is derogatory in nature. ***** would be responsible for any deficiency balance remaining on the account after the auction sale of the vehicle.

Under a separate letter, Exeter is sending ***** a copy of the executed Contract. Exeter recommend ***** contact the Dealer for any additional paperwork.

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 XXX-XXX-XXXX.

Sincerely,

Office of the President
Exeter Finance LLC
Initial Complaint
Date:12/08/2022
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.
This year In October 2022 i was late on my car payment its was the october 12th but i made the payment on oct19th since then exeter finance has said I've owed an extra payment when the only payment i have left is for the month of December I paid November payment on November 23rd all this is in their system and they see where i made payments but wont correct it
Business Response
Date: 03/20/2023
Business Response /* (1000, 5, 2022/12/22) */
December 22, 2022

Better Business Bureau of Metropolitan Dallas, Inc.
1601 Elm Street
Ste. 3838
Dallas, Texas 75201

RE: ******** ********* - Case # XXXXXXXX

To Whom It May Concern:

On December 9, 2022, 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.

On October 20, 2022, a payment of $368.46 was completed on *********'s account. However, due to a processing error, the payment was not applied to the account. Exeter apologizes to ********* for the error and the inconvenience this *** have caused. The payment has been applied to *********'s account, effective October 20, 2022, date received. *********'s account is current with the next payment due on February 12, 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 XXX-XXX-XXXX.

Sincerely,

Office of the President
Exeter Finance LLC
Initial Complaint
Date:12/07/2022
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.
Called Monday, 12/5, regarding a $15 late fee waived. I didn't get the name of rep that day, she had mentioned that she will send request in for fee waiver but not guaranteed, so I asked to speak with a manager. Rep placed me on a long hold, came back on the call and said the manager says late fee will be waived. I asked when I will see the change on my account online and rep says to check on Wed, 12/7, it should be removed.
Well, it's Wed, 12/7, and fee is still on my account, so I call back and spoke with rep named ******* Explained to her the situation on Monday and fee still on. ****** proceeds to explain to me that late fee will not be waived, which made me very upset as the last rep on Monday had told me manager says it will be waived. I explained that to ******, rep on Monday basically lied to me about getting fee waived. I asked to speak with manager and got supervisor ***** after holding for nearly 30min. To summarize the conversation with ****** she will review the call on Monday and make the decision if rep promised to waive fee and I will need to check back on Monday or Tuesday next week if fee had been removed. This company promised to waive a fee then not stand by its promise, instead I have to take time out of my busy day to be placed on long holds as they review the call because they can't take my word about what the rep advised me on Monday, basically saying Im lying. I just want the fee to be waived as they promised. This company customer service is so poor I wish to never do business with them again.
Business Response
Date: 03/17/2023
Business Response /* (1000, 5, 2022/12/20) */
December 20, 2022

Better Business Bureau of Metropolitan Dallas, Inc.
1601 Elm Street
Ste. ****
Dallas, Texas 75201

RE: ***** ****** - Case # XXXXXXXX

To Whom It May Concern:

On December 8, 2022, 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.

On November 1, 2022, ******'s account assessed a late charge of $15.00 for the October 2022 payment that was received more than ten days past due. On December 5, 2022, Exeter agreed to waive the late charge as a courtesy. The charge was waived on December 8, 2022, Exeter apologizes to ****** for the delay and the overall service level received during this process.

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 XXX-XXX-XXXX.

Sincerely,

Office of the President
Exeter Finance LLC
Initial Complaint
Date:12/05/2022
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 have an auto loan with the company that is due on the first of every month. The amount paid is $573 each time so on December first I paid the bill but two payments were taken out. I explained the situation to two different customer service representatives and neither were able to help me. I then contacted my bank and they told me that legally the company has to refund me one of the payments and that they could not cancel it themselves. I then reached out to customer service through email and they still will not help me. Having the two payments taken out overdrafted my bank account which I will get charged a fee for.
Business Response
Date: 03/17/2023
Business Response /* (1000, 5, 2022/12/20) */
December 20, 2022

Better Business Bureau of Metropolitan Dallas, Inc.
1601 Elm Street
Ste. 3838
Dallas, Texas 75201

RE: ******* ********* Case # XXXXXXXX

To Whom It May Concern:

On December 6, 2022, 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 a refund. 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.

Exeter's records indicate that ********* had previously authorized a recurring payment schedule that drafts their monthly car payment on the 1st of every month. Additionally, on December 1, 2022, ********* initiated a one-time ACH phone payment in the amount of $573.10. This resulted in *********'s bank account being debited for two payments of $573.10 on December 2, 2022. Please note that the recurring payment schedule will continue to draft every month on its due date unless canceled. To prevent this from happening again in the future, ********* would need to visit MyAccount.Exeterfinance.com to cancel the recurring payment schedule prior to initiating a one-time ACH payment.

Regarding the requested refund, Exeter mailed a check to *********'s address via ***** on December 19, 2022, in the amount of $573.10. Additionally, 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 them contact us via phone or mail and provide us with their new address. ********* can also update their address online by visiting MyAccount.Exeterfinance.com.

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 XXX-XXX-XXXX.

Sincerely,

Office of the President
Exeter Finance
Initial Complaint
Date:11/29/2022
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 Loan (XXXXXXX) was paid off on April after waiting almost 30 days for a payoff letter. As of today (11/29/22) I still have not received the title to this vehicle. I cannot complete the sale of the car without the lien being released. I was told it was mailed to the wrong address but still have not received replacement or even a letter I can take to the *** showing it paid. Something was supposedly emailed, but of course, to a wrong email.

I need the title and/or letter sent immediately showing this loan is paid in full and the lien released through the ************ State. 7 months is completely unacceptable.
Business Response
Date: 03/16/2023
Business Response /* (1000, 7, 2022/12/15) */
December 15, 2022

Better Business Bureau of Metropolitan Dallas, Inc.
1601 Elm Street
Ste. 3838
Dallas, Texas 75201

RE: **** ****** Case # XXXXXXXX

To Whom It *** Concern:

On November 30, 2022, 2022, 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 the title release. 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.

The account was paid in full on May 26, 2022. Because there were no specific instructions with the payoff check on where to release the title, on June 16, 2022, the title was released to ****** (the registered owner of the vehicle) to their address on file at the time of *** ******* *** ************ ******** XXXXX. The title was never returned to Exeter as undeliverable, as such the only document that could be provided moving forward was a lien release. On November 29, 2022, based off the payoff check received, a lien release was mailed to ******* ********** **** ******* ****** *** ********** ******** XXXXX.

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 XXX-XXX-XXXX.

Sincerely,

Office of the President
Exeter Finance
Initial Complaint
Date:11/28/2022
Type:Product 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 account was charged TWICE for my monthly payment AFTER THE FACT I ******* CALLED CUSTOMER SERVICE TWICE CONFIRMING THAT MY ACCOUNT WASNT GOING TO BE CHARGED TWICE . THE TWO PEOPLE I TALKED TO MUST DIDNT KNOW WTH THEY WAS DOING BECAUSE IT STILL DID THE EXACT OPPOSITE OF WHAT I ASKED THEM . IM A SINGLE MOTHER I NEEDED MY MONEY & NOW I HAVE TO WAIT 7-14 BUSINESS DAYS WHEN I DONT HAVE THAT LONG TO WAIT . THIS IS OUTRAGEOUS WRONG AND THIS SHOULDNT HAVE HAPPENED CAUSE YOUR PEOPLE SHOULDVE BEEN ON IT LIKE I ASKED THEM TO !
Business Response
Date: 03/06/2023
Business Response /* (1000, 5, 2022/12/14) */
December 14, 2022

Better Business Bureau of Metropolitan Dallas, Inc.
1601 Elm Street
Ste. 3838
Dallas, Texas 75201

RE: ***** ***** - Case # XXXXXXXX

To Whom It May Concern:

On November 30, 2022, 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.

On November 19, 2022, Exeter received a payment of $250.00 made through Exeter's online portal. The payment was processed and applied as a partial payment for to the upcoming November 25, 2022 payment. Exeter's records indicate that on or around November 18, 2022, recurring payments were setup on *****'s account with an effective date of November 25, 2022. As such, the full monthly payment of $498.60 was automatically deducted from *****'s bank account.

On November 26, 2022, ***** contacted Exeter and inquired about the full payment being deducted from their bank account. Regrettably, the Customer Service Representative was not aware that ***** had recurring payments setup on the account as this was not mentioned during the phone call. ***** was advised that the account was current, and no additional amount was due. Exeter apologizes to ***** for the confusion and any inconvenience this *** have caused.

On November 28, 2022, it was explained to ***** that the recurring payments should have been cancelled for the month of November if they didn't want the full payment amount to be deducted from their bank account. Once an account is setup on recurring payments, the monthly payment amount being deducted will not change regardless of a previous payment being made during the same month.

On December 2, 2022, Exeter reversed the payment of $250.00 back to *****'s bank account as requested to remediate the complaint amicably. ***** should contact their bank for the status of the funds being credited and made available to their bank 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 877-877-4943.

Sincerely,

Office of the President
Exeter Finance LLC

Consumer Response /* (2000, 7, 2022/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm still highly upset it's been 3-4 weeks and I still haven't received my payment back . I asked BOTH representative's clear questions and they confirmed the wrong answers to me me still . Now I'm awaiting a payment that shouldn't have been taken out !
Initial Complaint
Date:11/21/2022
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.
So, I bought a car from ******* It was a 2021 toyota corolla. I have made three payments on the car in three months since i purchased the car. I have now noticed that none of my payments are not even goinh into the car loan. The payments are going directly into interest payments. I do not know how much the interest payments are. I was never told about. I bought the car at $26000 and it still shows that same amount. When i purchase a car from lets say ****** directly i do not have high interest payments. My monthly payments goes directly to the car payment. I have learned that EXETER has charged costumers high interest rates towards cars they buy. I think this is shady and something needs to be done. I would like EXETER TO FIX THIS I do not want to keep paying high interest rates on a car for the rest of my life.
Business Response
Date: 03/16/2023
Business Response /* (1000, 5, 2022/12/05) */
December 5, 2022

Better Business Bureau of Metropolitan Dallas, Inc.
1601 Elm Street
Ste. 3838
Dallas, Texas 75201

RE: ***** ******* - Case # XXXXXXXX

To Whom It May Concern:

On November 22, 2022, 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.

******* has a simple interest account, which means interest accrues daily. Late payments, extensions, and the number of days between payments impacts the amount of interest charged and the account balance. The Contract provides for payments to be applied as follows: first, to earned and unpaid part of the Finance Charge; second, to the unpaid part of the Amount Financed; and then to other amounts owed under the Contract, if applicable.

The Finance Charge, Total of Payments, and Total Sale Price shown on the Contract assumes that every payment will be made in the correct amount and on the day it is due. If paid late or in an amount insufficient to cover the payment, those figures would ultimately increase; if paid earlier or in an amount greater than required, they would be less.

There have been three payments received on the account. Of those three payments, one or more were received late. As of the date of this response, the account is 33 days past due for November 2, 2022 payment. It has been determined that the account balance is accurate. All payments received have been allocated properly to the account and in accordance with the terms of the Contract. Exeter does not offer refinancing; therefore, will not refinance or otherwise change the existing terms of the Contract. ******* may contact any lender of choice to discuss refinancing options.

Under a separate letter, Exeter is sending ******* a copy of the executed Contract and a Statement of Account showing all account activity through November 29, 2022. Also included will be a Simple Interest Tool that may help to better understand how interest is calculated and how payments are allocated.

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 XXX-XXX-XXXX.

Sincerely,

Office of the President
Exeter Finance LLC

Consumer Response /* (3000, 7, 2022/12/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Cause the interest rate is sky high no matter how your credit score is. And no matter how many payments have been made. Exeter has had mcomplaints due to high interest rates they charge. I wish not to continue to do business with Exeter.

Business Response /* (4000, 9, 2022/12/15) */
December 15, 2022

Better Business Bureau of Metropolitan Dallas, Inc.
1601 Elm Street
Ste. 3838
Dallas, Texas 75201

RE: ***** ******* - Case # XXXXXXXX

To Whom It May Concern:

On December 7, 2022, Exeter Finance LLC ("Exeter") received notice that ***** ******* ("*******") had additional concerns to bring to Exeter's attention regarding the complaint filed through the Better Business Bureau on November 22, 2022.

All required information regarding the Contract terms, including the annual percentage rate ("APR") were disclosed on the Contract as required by law; the signed Contract shows that all parties agreed with the terms and conditions. The terms of your Contract were based on Exeter's credit decisioning process which considers income and credit worthiness. The APR charged does not exceed the rate allowed by the State of ********** in which the Contract was executed.

Exeter does not offer refinancing; therefore, will not refinance or otherwise change the existing terms of the Contract. ******* may contact any lender of choice to discuss refinancing options.

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 XXX-XXX-XXXX.

Sincerely,

Office of the President
Exeter Finance LLC

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