ComplaintsforExeter Finance Corp

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was granted 4 extensions on my account all when I was less than 30 days past due and granted all 4. Exeter Finance has reported to the credit agencies that I have ben 80+ days late several times. All times coincide with my extension dates that were granted. The last 2 extensions that I requested and were granted this past December both were still reported as me being late on payments to the credit agencies. When I called in to dispute this I was told that they made a mistake and that they didn't fully process my extensions as they were supposed. Per a manager on 2 occasions I was told that my payment history should be updated to show current for 4 of the payments that show late on my credit reports. This still has not happened even with recorded phone calls where the management states they will be correcting this due to their own internal error. On my last call with a manager it was discovered that they sent the final documents for processing to the wrong email that was not correct for me which caused for them to report me late yet again. All of these have been supposedly documented in their notes. I request for the 4 payments that I was told would be updated to paid on time on my credit be honored per the manager at Exeter who said this would be fixed per the conversation.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/03) */ May 3, 2022 Better Business Bureau of Metropolitan Dallas, Inc. 1601 Elm Street Ste. 3838 Dallas, Texas 75201 RE: ******* ***** Jr. Case # XXXXXXXX To Whom It May Concern: On April 20, 2022, Exeter Finance LLC ("Exeter") received notice regarding a complaint filed through the Better Business Bureau. Exeter would like to thank ******* ***** Jr. ("*****") for the opportunity to address their concerns regarding the credit reporting of the account. Exeter has thoroughly investigated the complaint and made the following determination. Exeter's records were reviewed and confirmed the extension forms ***** requested in December 2021, were sent to the wrong email address. As a result, the extension was not processed until January 2022. Exeter apologizes for any inconvenience this may have caused. To remediate this complaint, Exeter has submitted the appropriate update request to the credit reporting agencies. Please allow up to 30 days for the update to reflect. Under separate cover, ***** will receive a copy of their executed Contract and a Statement of Account showing all account activity through April 21, 2022. 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. 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

• Initial Complaint

  04/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a car accident 2/11/22 in 3/2022 I get a phone call about the $1,000.00 I owed. I explained to Free that I had been hit by a dump truck and didn't have $1,000.00 that day but I can make payments and give them $300 today and would have to make payments for the remainder balance. Free then asked me do I have $600 and the would waive the remainder balance I said I really don't have it but to pay this off in full so when I'm able to drive again and get another vehicle so I paid $600 because she said when I call back it would be higher. She said when they send you the documents sign it or it won't go through. So I did in good Faith. On April 6th they sent a settlement in full me not knowing the verbiage and not reading the letter I said thank you and moved on I thought it was paid in full as I was told on the call. April 8, 2022 my score dropped I emailed asking why no response April 15, 2022 my score dropped 115 pts I always paid on time and it took a long time to get my score up I called them and they basically told me that I signed an agreement knowing it would be closed not paid in full I said no that's not what I was told. $400 I could make payments until it was done they manipulated me and also received $13,000 from my insurance company beyond greedy and selfish it was just wrong, I will pay the $400 for them to reverse this I built my credit up and can't even buy a home now I'm hurt because I trusted her and she knew exactly what she was doing I even asked about my credit and she just bold faced lied. I wish it was more I can do please help me if possible? Thank you

  Business response

  06/22/2022

  Business Response /* (1000, 7, 2022/05/03) */ May 3, 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 April 19, 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 settlement. Exeter has thoroughly investigated the complaint and made the following determination. On March 8, 2022, ***** spoke with a customer service agent ("CSA") who advised of the remaining past due balance on the account and offered to settle the account for a lesser amount. The CSA advised ***** that Exeter would be sending a settlement agreement to be signed and returned. ***** signed the settlement forms accepting the settlement terms and completed the settlement payment on March 8, 2022. On April 6, 2022, Exeter sent ***** a settled in full letter advising how their credit report would be updated. Exeter is bound by the Fair Credit Reporting Act which requires all accounts to be reported accurately and factually. As such, Exeter will not honor *****'s request to remove the valid credit reporting. Under separate cover, ***** will receive a copy of their executed Contract, a copy of the signed settlement agreement, and the settled in full letter. 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. 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 Consumer Response /* (3000, 9, 2022/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept because the agent was supposed to go back and listen to the phone call and see how I was mislead by Free on March 8, 2022 I've heard nothing from them. Also in April 2022 when I called they were supposed to put a request in to reverse the settlement and see if I was approved to pay the $400 difference. Exeter is a greedy company that all consumers need to know how they will set you up with no compassion for someone they made $26,000 off in 2 years to ruin my credit over something I was setup on they should right there wrong and do what's right. Business Response /* (4000, 11, 2022/05/17) */ May 17, 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 May 11, 2022, Exeter Finance LLC ("Exeter") received notice that ****** ***** ("*****") had additional concerns to bring to Exeter's attention regarding the settlement complaint filed through the Better Business Bureau on April 19, 2022. 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. While we regret that ***** is not satisfied with Exeter's response, we believe that these concerns have been fully addressed regarding the settlement terms and process. In our initial response, we confirmed that ***** signed the settlement document agreeing to the terms. We trust that 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 877-877-4943. Sincerely, Office of the President Exeter Finance

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to receive a letter from this business stating I do not have an account with them. They will not let me talk to a manager to resolve the issue. I have been through the run around with this business for a few years now.

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/15) */ April 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 April 4, 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 account. Exeter has thoroughly investigated the complaint and made the following determination. On May 26, 2014, ********* signed a Retail Installment Sale Contract Simple Finance Charge ("Contract") for the purchase of the 2014 Kia Forte (VIN#KNAFX4A61EXXXXXXX) ("Vehicle") with Billion Kia Rapid City, which was later assigned to Exeter. The Contract payment schedule provided for 72 monthly payments of $425.14 beginning July 10, 2014. All required information regarding the terms of the Contract, including the APR, were disclosed on the Contract as required by law. The APR charged does not exceed the rate allowed by the state of South Dakota in which the account was contracted. The signed Contract shows that ********* agreed with the terms and conditions stated. In August 2015, the account charged off due to non-payment. Exeter's records were reviewed and confirmed the account is accurately being reported to the credit reporting agencies as charged off. On November 29, 2017, we sent ********* a Transfer of Account Ownership notice. The notice advised the ownership and servicing of the account was transferred to Jefferson Capital Systems ("Jefferson Capital") effective November 15, 2017. ********* may contact Jefferson Capital at 800- 281-2793 for any additional concerns or assistance regarding the account. Under separate cover, ********* will receive a copy of their executed Contract and the Transfer of Account Ownership notice. 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. 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

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 2, 2022 I purchased a 2014 Silverado 1500 Crew Cab Vin # 3GCUKSECXEGXXXXXX from Linares Auto Center. I was committed fraud upon by Linares Auto Center because I was disclosed a MOTOR VEHICLE RETAIL INSTALLMENT CONTRACT AND SECURITY AGREEMENT= MVRICSA disclosing a 9% ANNUAL PERCENTAGE RATE = APR which I agreed too & singed. After the sale, the MVRICSA was switched and replaced with a fraudulent MVRICSA. Linares Auto Center forged my initials on page one of the contract which shows a 16.67% APR. I called EXETER FINANCE LLC on March 22, 2022 and spoke Acacia and Latoya/manager and Jessica/ customer service supervisor and made them aware of the fraud Linares Auto Center had committed against them and me and that the MVRICSA and LOAN needs to be canceled. They advised me that I had to reach out to Linares Auto Center because they had to cancel the MVRICSA /LOAN. I reached to Linares Auto Center and they refused to cancel the MVRICSA /LOAN. I called EXETER FINANCE LLC again on March 22, 2022 and spoke to Shanikia to try to get a hold of Jessica but she never took my calls and I was told numerous times that she had related she was going to return my calls but never did. On March 28, 2022 I called EXETER FINANCE LLC and spoke with Davia and she transferred the call to Supervisor Placide. After explaining the situation to him again and again Placide / Supervisor informed me that EXETER FINANCE LLC is also refusing to cancel this fraudulent transaction or take any action whatsoever even though they have the evidence in front of them of the fraudulent document with my forged initials on the MVRICSA.

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/04/13) */ April 13, 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 March 30, 2022, Exeter Finance ("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 has thoroughly investigated the complaint and made the following determination. On March 2, 2022, ***** signed a Retail Installment Contract ("Contract") for the purchase of the 2014 Chevrolet Silverado (VIN # 3GCUKSECXEGXXXXXX) ("Vehicle") with Linares Auto Center, which assigned the Contract to Exeter. The Contract payment schedule stated 78 monthly payments of $689.32 beginning April 1, 2022. All required information regarding the terms of *****'s account, 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 stated. 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 consummation of the Contract between the borrower and the Dealer. Any discrepancies regarding the contracted APR are issues between ***** and the Dealer and should be addressed as such. Exeter is unable to substantiate the claims presented in this complaint and is therefore unable to honor *****'s request to cancel the account. ***** has the option to refinance the account with a different lender of choice, as Exeter does not offer refinancing or 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. In addition, ***** would be responsible for any deficiency balance remaining on the account after the auction sale of the vehicle. As of the date of this response, the account is 12 days past due for the April 2022 payment. Exeter will engage in self-help involuntary repossession of the vehicle if ***** ceases to make payments and does not make arrangements for a voluntary presentation of the vehicle through Exeter's voluntary surrender procedure. 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. For any questions about these or any other concerns, we encourage ***** to contact the Office of the President at 877-877-4943. Sincerely, Office of the President Exeter Finance LLC Consumer Response /* (3000, 7, 2022/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not except Exeter Finance "Exeter" response to my complaint for the simple season that the evidence of the fraudulent Retail Installment Contract "Contract" is in their possession. The proof of the fraudulent document that clearly shows my initials forged on page one of the contract that discloses the Annual Percentage Rate "APR" is right in front of Exeter. Exeter claims they thoroughly investigated this complaint and that the APR was disclosed on the contract as required by law. They can clearly see by the forged document presented to them "Exeter" on page one of the contract that discloses the APR that this clearly it's not my initials and as a result it's a fraudulent document. Exeter states its unable to substantiate the claim that is presented in this complaint when it's stated clearly and in detail leaving no room for confusion or doubt of what and where the fraudulent/forged act was committed and they have it in their possession. With Exeter Not willing to recognize the evidence in their possession, which clearly shows the forged initials on page one of the Contract, leads to me to believe that Exeter is complicit with Linares Auto Center in this fraudulent transaction/Scam. As a reputable Company their responsibility is to immediately cancel this fraudulent transaction. As I stated before, I will not contribute to this fraudulent transaction by giving any payments to a loan term I didn't agree to do. I am not opposed to paying. Once Exeter and Linares Auto Center Correct the fraudulent contract and provide me the loan terms they promised. I will immediately comply with my payments. But I will not look for refinancing else where or surrender the vehicle voluntary when this is not my fault. Exeter should own up to what they did. I did my part by informing them of this fraudulent act the day I found out and they willing and knowingly ignored all my pleads to stop this transaction even though they knew exactly what I was talking about and they had the evidence in front of them to substantiate my claim. Exeter is free to reach out to me at anytime to resolve this matter at 956-410-4673. Business Response /* (4000, 11, 2022/05/04) */ May 4, 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 April 22, 2022, Exeter Finance ("Exeter") received notice that ****** ***** ("*****") had additional concerns to bring to Exeter's attention regarding the complaint filed through the Better Business Bureau on March 30, 2022. While we regret that ***** is not satisfied with Exeter's initial response, we believe that the concerns were fully addressed. As previously stated, 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 consummation of the Contract between the borrower and the Dealer. Any discrepancies regarding the contracted APR are issues between ***** and the Dealer and should be addressed as such. ***** has the option to refinance the account with a different lender of choice, as Exeter does not offer refinancing or 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. In addition, ***** would be responsible for any deficiency balance remaining on the account after the auction sale of the vehicle. 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. For any questions about these or any other concerns, we encourage ***** to contact the Office of the President at 877-877-4943. Sincerely, Office of the President Exeter Finance LLC

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased and paid for GAP insurance for my daughters car. Her car was totaled and I requested a refund from the GAP insurance because I forgot that I had it and paid the remaining balance owed on the car after the insurance payment out of my pocket. I spoke to the dealership who informed me that the check had been sent to Exeter finance whom to date has not returned my money this has been an ongoing issue. They owe me and I want what is due to me. They kept the check they received and did not pay me! I've reached out to their customer service on at least 5 occasions both by phone and email to no avail. They say they never received the check but the dealership sent me a photocopy of the check. I just want what I'm due.

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/03/30) */ March 30, 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 March 17, 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 has thoroughly investigated the complaint and made the following determination. On January 21, 2020, ************* and Amore Knott signed a Retail Installment Contract-Simple Finance Charge ("Contract") for the purchase of the 2017 Volkswagen Jetta (VIN#3VWDB7AJ4HMXXXXXX) ("Vehicle") with Volkswagen of Orland Park, which was later assigned to Exeter. The Contract payment schedule provided for 72 monthly payments of $384.81 beginning March 6, 2020. All required information regarding the terms of the Contract, including the APR, were disclosed on the Contract as required by law. The APR charged does not exceed the rate allowed by the state of Illinois in which the account was contracted. Regarding the refund, on March 21, 2022, Exeter mailed ************* a refund check in the amount of $667.07. Please allow 7-10 days for delivery. 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. 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

• Initial Complaint

  03/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2012 Chrysler 300C on 6/3/15 for $23,750.00 with a substantial interest rate. Throughout the life of the loan I had extended 8 monthly payments and was never told there would be any type of a balloon payment at the end. In October I was informed I would owe approximately $9000.00 on 2/18/22, maturity date of the loan. After several conversations and requests for the payment history, which I was never provided, they said there was no option but to pay due to how interest is calculated. I understand how interest works and is calculated but never was it explained that there would be a "balloon" payment at the end of the note. Even if I take the 8 payments that were extended, that would only total $4702.64. As of today, the payoff is $8,793.32 which I am told I have no choice but to pay and if not paid by 3/18 they will report negatively to my credit. I do not understand how a balloon payment of such a significant amount can be legal or reasonable for someone to come up with.

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/03/30) */ March 30, 2022 Better Business Bureau of Metropolitan Dallas, Inc. 1601 Elm Street Ste. 3838 Dallas, Texas XXXXX RE: ****** ***** Case # XXXXXXXX To Whom It May Concern: On March 17, 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 payoff amount and documents not received. Exeter has thoroughly investigated the complaint and made the following determination. On June 3, 2015, ***** signed a Retail Installment Sale Contract - Simple Finance Charge ("Contract") for the purchase of the 2012 Chrysler 300 (VIN# ***********XXXXXX) ("Vehicle") with *** ****** Chevrolet, which was later assigned to Exeter. The Contract payment schedule provided for 72 monthly payments of $587.83 beginning July 18, 2015. All required information regarding the terms of the Contract, including the APR, were disclosed on the Contract as required by law. The APR charged does not exceed the rate allowed by the state of Oklahoma in which the account was contracted. The signed Contract shows that ***** agreed with the terms and conditions stated. A total of 75 payments have been completed on the account. Of the 75 payments completed, 14 were received between 30-59 days past due and three were received between 60-89 days past due. In addition to late payments, eight payment extensions were requested and granted on the account. During the months extended, daily interest continued to accrue. 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). Exeter's records were reviewed, and it was determined that all payments received have been allocated properly to the account, no adjustments are necessary. Regarding the documents not received, Exeter's records reflect that a Notice of Upcoming Account Maturity was provided to ***** on November 20, 2021, December 20, 2021, and January 19, 2021. These notices were available to ***** on Exeter's customer self-service portal. On January 28, 2022, ***** spoke with a customer service agent and requested a Statement of Account be sent to their email address at *********************. This request was fulfilled on January 31, 2022. Under separate cover, ***** will receive a copy of their executed Contract, Notice of Upcoming Maturity, a Statement of Account showing all account activity through March 20, 2022, and a tool, "How Your Daily Simple Interest Contract Works" to help understand payment allocation and the impact of late payments. 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. 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

  03/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On February 15, 2020 I purchased a vehicle from a buyer who had financing through this company. He sold me the vehicle for the loan payoff. This payoff which changed 3 different times in the same day by 1,000$ was paid in full via debit card. Seeing as I could not pay with cash or even certified check because (interest will accrue while we are waiting for the check). Post marks don't mean anything to them. I paid the full balance running 2 cards 2 payments each for the full balance of the vehicle. Funds were withdrew immediately from my account. 2 weeks later the vehicles previous owner has no payoff letter nor title. State of Alabama law requires vehicle registration within 20 days of taking possession of the vehicle. Apparently even though they took the money out of my account they "hold the funds" for 14 days followed by another 10 days to receive a payoff letter(which would allow for a temporary tag) and the title. I will be penalized by DMV for no registering the vehicle within the 20 day period of possession due to these law breaking rules. Loan paid in full with debit card. Cleared same day. They hold funds for 14 additional days. Followed by a 10 day period for a payoff letter?!? I'm reaching out to the BBB before getting my attorney involved.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/15) */ March 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 March 2, 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. Exeter has thoroughly investigated the complaint and made the following determination. Exeter will not discuss any account information or concerns regarding the account with ****** as ****** does not have an account with Exeter. ****** will need to have Exeter's customer contact us for any information regarding their account with Exeter. 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. If ****** has any questions, Exeter encourages them to contact the Office of the President at 877-877-4943. Sincerely, Office of the President Exeter Finance Consumer Response /* (3000, 7, 2022/03/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your customer whom I purchased the vehicle from is not at fault in this situation. You billed both mine and my wife's card for payoff on a vehicle that I have possession of. A vehicle that by law belongs to me. Your customer has contacted you and you stated 14 day hold on the money that was immediately removed from my account. Then an addition 10 days to get a payoff letter? That will be sent with the title? Well we are on week 5 and still I have received nothing from Exeter. I would suggest you release the title and agree to pay the penalty for the state of Alabama because of your "policies" Alabama state law is register 20 days of taking possession of motor vehicle. You refuse to send a payoff letter to allow me to even get a temporary tag. If you would like I can attach confirmation numbers for all 4 transactions that took place 5 weeks ago today. You are breaking the law. "Customer satisfaction"? With a 29% interest rate that compounds daily seems more to me you enjoy robbing hard working Americans. There is a special place in a hot place for every one of you that work for this company. Business Response /* (4000, 9, 2022/03/22) */ March 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 March 16, 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 March 2, 2022. While we regret that **** ****** is not satisfied with Exeter's response, we did advise we will not discuss the account or any information with **** ****** because he is not the customer. 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. If **** ****** has any questions about these or any other concerns, we encourage him to contact us at 877-877-4943. Sincerely, Office of the President Exeter Finance

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The posted hours of my finance company are total lies they can only do certain things past 5 pm CT time but they do nor put that on there website. I paid my $2300 to get my car out if repossession and 930 pacific and I have not got a vehicle release from that company. Almost 7 hours later they sent a property release not a vehicle and I called back 6 different times trying get this done. The way I was treated because of my car being repossessed was horrible I felt demeaned and looked down, I know that was the reason they sent the wrong release now I have to pay more money for the car to be in the lot where it's being held at.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/03/08) */ March 8, 2022 Better Business Bureau of Metropolitan Dallas, Inc. **** *** Street Ste. **** Dallas, Texas XXXXX RE: ***** ***** Case # XXXXXXXX To Whom It *** Concern: On February 28, 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 reinstatement process following repossession. Exeter has thoroughly investigated the complaint and made the following determination. On October 22, 2019, ***** signed a Simple Interest Vehicle Contract for Sale and Security Agreement ("Contract") for the purchase of the 2018 Dodge Caravan (VIN#***********XXXXXX) ("Vehicle") with Lithia Hyundai of Reno, which was later assigned to Exeter. The Contract payment schedule provided for 72 monthly payments of $552.32 beginning December 6, 2019. Due to the account falling delinquent, on February 18, 2022, the vehicle was repossessed. On February 24, 2022, following the repossession, ***** contacted Exeter and spoke to a customer service agent (CSA") to advise a payment was made in the amount of $2,284.38 to reinstate the account and gain possession of the vehicle. Accordingly, on February 24, 2022, Exeter sent the personal property release and the vehicle release information to the repossession vendor. The CSA provided ***** the vendor information and advised them to contact the vendor to schedule an appointment to pick up the vehicle. From that point, any delays in ***** being able to retrieve the vehicle from the repossession vendor would need to be addressed directly with the vendor. Regarding *****' claim of unprofessional treatment by an Exeter CSA, our telephone records were reviewed, and we cannot substantiate the claim of any CSA being demeaning or unprofessional during any telephone interactions. 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. 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

  02/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called their customer service department for a copy of my vehicle title. I never received it. I argued with the representative and manager that I checked my inbox, junk, and spam. I didn't receive it.

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/02/25) */ February 25, 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 February 15, 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 this complaint regarding the title. Exeter has thoroughly investigated the complaint and made the following determination. On June 11, 2019, ******* **** signed a Retail Installment Contract ("Contract") for the purchase of a vehicle with CarMax Auto Superstores West Coast, Inc., which assigned the Contract to Exeter. The Contract payment schedule stated 72 monthly payments of $600.45 beginning July 26, 2019. Regarding the title, on February 8, 2022, ******* **** spoke with a customer service agent ("CSA") to request a copy of the title be sent via email to **************@gmail.com. On February 9, 2022, the request was fulfilled, and the title was sent to the email address provided. On February 11, 2022, ******* **** spoke to a CSA to request another copy of the title be sent to the same email address. This request was fulfilled on February 14, 2022. On February 15, 2022, a member of Exeter's management team reached out to ******* **** regarding the title and ******* **** confirmed the copy of the title had been received. Under a separate cover, Exeter will include a copy of the signed Contract and a copy of the title requested. 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. If ******* **** has any questions about these or any other concerns, we encourage them to contact the Office of the President at 877-877-4943. Sincerely, Office of the President Exeter Finance

• Initial Complaint

  02/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Exeter Finance has fraudulent records regarding my car. They repossessed my car and claimed that I was 3 months behind in payments. I was not and when I spoke to them, I was told to pay the money ($1719.04) or lose the car. No explanation was given and I sent my bank statements to verify my payments. I have not received a response.

  Business response

  04/05/2022

  Business Response /* (1000, 5, 2022/02/25) */ February 25, 2022 Better Business Bureau of Metropolitan Dallas, Inc. **** *** Street Ste. **** Dallas, Texas XXXXX RE: ****** ******* - Case # XXXXXXXX To Whom It May Concern: On February 14, 2022, Exeter Finance ("Exeter") received notice regarding a complaint filed through the Better Business Bureau. Exeter would like to thank ****** ******* for the opportunity to address the concerns regarding the repossession of the vehicle. Exeter has thoroughly investigated the complaint and made the following determination. On December 30, 2020, ****** ******* signed a Retail Installment Sale Contract ("Contract") for the purchase of a vehicle with Daytona Infiniti, which assigned the Contract to Exeter. The Contract payment schedule stated 72 monthly payments of $479.92 beginning February.13, 2021. A total of eight payments were completed on the account prior to the account being assigned for repossession on January 26, 2022, due to non-payment. The account was past due for four payments (October 2021 through January 2022) when the vehicle was recovered on February 1, 2022. Exeter has thoroughly reviewed ****** *******'s concerns and determined that the repossession was valid. All eight payments reflected on the bank statement sent in by ****** ******* were applied to the account correctly, as such, 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, including payments made through February 16, 2022. 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. For any questions about these or any other concerns, we encourage ****** ******* to contact the Office of the President at XXX-XXX-XXXX. Sincerely, Office of the President Exeter Finance Consumer Response /* (3000, 7, 2022/02/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not four payments behind and do not agree with them repossessing the car. I paid up what Exeter asked, only to get my car back. I would like for them to waive the repossession fee of $395. I will accept anything else. Business Response /* (4000, 9, 2022/03/10) */ March 10, 2022 Better Business Bureau of Metropolitan Dallas, Inc. **** *** Street Ste. **** Dallas, Texas XXXXX RE: ****** ******* - Case # XXXXXXXX To Whom It May Concern: On March 1, 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 February 14, 2022. While we regret that ******* is not satisfied with Exeter's initial response, we believe that the concerns regarding the repossession were fully addressed. As previously stated, the account was past due for four payments (October 2021 through January 2022) when the vehicle was recovered on February 1, 2022. The repossession was valid due to non-payment. As such, Exeter is not willing to honor *******'s request to waive the $395.00 repossession fee from the 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. For any questions about these or any other concerns, we encourage ******* to contact the Office of the President at XXX-XXX-XXXX. Sincerely, Office of the President Exeter Finance

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