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Complaint Details
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Initial Complaint
10/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This company lacks the efficiency to close out a loan in a timely manner and is trying to continue to charge me for unnecessary fees. I currently have an auto loan with them. On August 11th, 2022 the vehicle hit by a deer and a claim was filed on the vehicle. My insurance company, ******* ******* assessed the vehicle and declared it a total loss. On August 26th, 2022 a settlement was given to Partner's 1st to apply to the loan, which was cleared on September 15th. That left a remaining balance of just over a grand. This remaining balance should be covered by the *** insurance coverage that was purchased with the vehicle. On September 9th, a notification was sent to the dealership to request a copy of the warranty insurance and *** paperwork. I was told it could ***********-8 weeks for them to receive a copy. Back in August, I visited my local branch to ask if this paperwork was on file. The manager called the department and they told me they had all the necessary paperwork. On October 21st, after two follow up calls to Partner's 1st, who both told me they had not received a copy of the warranty yet, I called the dealership to request a copy of the necessary paperwork and they mentioned they had not received any notifications from Partner's 1st. I forwarded the copies to a customer service rep at Partner's 1st the same day who is suppose to forward it to the correct department. One of the follow up calls, I spoke with a man named ***** who told me I could cancel auto pay on my loan. However, the late payment is now being considered a delinquent charge and I have also been given notice that insurance will be purchased on my behalf for a vehicle that doesn't exist and a car title that was relinquished to the insurance company. Every time I call to discuss my concerns, I get a new excuse why my issue hasn't been resolved and an excuse about their automated systems. I have also never received any communication from them about this matter. I have initiated every call.
Business response
11/08/2022
Attached is a copy of the letter that we sent to **************** on 11/8/22 in response to her complaint. Her auto loan has now been paid in full and the account has been closed.
Unfortunately, there was a change in personnel at the dealership where **************** purchased her vehicle, along with warranty coverage, and the dealer did not receive our initial email request to process the warranty refund. Once we determined that this was the case, we notified the dealer again and they were able to expedite the refund that was due to *****************
During this time, we also became aware of a problem in our process when a delay occurs in closing out a loan. Our third party vendor who assists us in making sure all collateral is insured was not informed that ****************' insurance was cancelled because her car was totaled. We have since updated our process so that this does not happen in the future.
Customer response
11/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Thank you.Initial Complaint
09/07/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Back charging for car insurance because the dealership is not reachable and didnt send paperwork over for full coverage before leaning the car lotBusiness response
09/27/2022
Please see attached response to *********************
As detailed in the letter to ********************, we reached out to him numerous times asking him to provide the required insurance, and he didn't respond until September. When he did respond, he did not provide information on insurance coverage from the date of purchase in April through the time that his new policy went in to effect in September.
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.