Automobile Acceptance

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Bad Customer Service
Posted by on
RIVERDALE, GEORGIA -- I have had nothing but bad luck with this company. First of all I have a pos car that I have spent a lot of money on. I have gone in the hole trying to keep the repairs on this car up. My credit score has increased a lot so therefore I'm trying to trade this car in. I have never been late I live outside of Atlanta so I send my payment in by UPS so therefore I'm able to track the payment to see if it was delivered. Keep in mind UPS sometimes drop the ball and that's fine but I have never been over 5 days late never.

The people at Automobile Acceptance are very RUDE!!! I feel as though all of them should be without a job. I think I work damn hard each day and I drive a pos and I deserve sooooo much better!!! I get different people calling my job being rude telling me what I better do or else. I have stated over and over again don't ever call my job talking to me like I'm a child.

I have had my credit pulled like 2 or 3 times just in 07 and I always check to make sure I'm on top of my game. Well it plainly states for Automobile Acceptance I've never been late always pay on time as agree but they calling my job, calling my home talking about what I better do or else. I try my best to stay calm when dealing with these people because I know how I can get. I know they are just full of bs!!! I'm so put out with these folks I can't understand for the life of me how they have still have a job and they have no people skills at all.

I went to trade my car back in Sept. the dealership was going to pay off my car and I was going to get a much better car a luxury car at that. The only reason why I didn't go for it at the time was because of the down payment. Now I'm ready and I go to trade it in on Sat. I had a payment that was due on Fri. 2/2/08 I sent it in by UPS well I get to the dealership and they run my credit it's good everything good they call to see how much is my payoff. The manager she's new she tells the guy she can't give him that info. so he hands the phone to me and she starts saying to me your payment isn't here you are behind I will not give you a payoff. That is illegal and if I have to I will get a lawyer I'm getting up outta this car. I hard hard everyday and I refuse to keep giving my hard earned money to these FOOLS!!! I'm so fed up I have even called Clark Howard, and Fox 5 I refuse to deal with these people. I will never refer any one to these people. I know if the Lord has something else for me no one can stand in my way.

To the others that has had problems please keep complaining. I'm telling you I'm going do everything I can to make sure if these people talk to customers better or see if they shut the place down!!!
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User Replies:
mydogbozo on 02/04/2008:
Sorry to hear the rudeness of your plight. These fly-by-night outfits have no professionalism. I had a great experience dealing with Toyota Credit when I had a Scion. However when I went with GMAC, I found that they don't do a very good job at trcking payements. You can't pay online. GMAC still gives out the exact same blue envelopes that they gave out 22 years ago !!! I think the best way to pay is electronically, no late payements, no mail to deal with, etc....Good luck to you, hope you get rid of these tirds.
Ponie on 02/04/2008:
You're making contradictory statements here. First, you 'have never been late,' and second, 'I have never been over 5 days late never.' Maybe that's why they keep calling you? I'd suggest you use online banking to pay your bills and, as I do, show the due date for payment one day prior to the actual date it's due. In that case, it's on the back of the bank of it doesn't get there in time. You don't have to pay the extra amount for UPS delivery and you can do it from your computer.
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Customer service
Posted by on
I am writing this letter to inform you of the type of people skills
That work for Automobile acceptance I recently were 5 days late with my auto loan on
10-31-06 and was called at work by a young lady who is the
Supervisor over Charity and she asked me why had I did not come in on Saturday to make my payment and I told her that I would be in on Friday and that she is not supposed to call me at work she then stated to me that her boss told her to call me we report to the credit bureau and I interrupted and told her that I do not appreciate her calling me at work and upsetting me she then slammed the phone in my ear while I am at work. I then called another gentlemen who did call me back I believe he was the director of credit, he then called me and
Left a message stating that he had no say so in that dept but explained to me I needed to speak with Bob and his boss Bo. I called Bob and explained to him that I was really upset and had to leave work early due to this and he said that he agreed she should not have hung up on me and he would speak with her about this. I told him that I would be in on Friday and he said OK. Friday came and at 10am I called and said that I need to make a pmt over the phone and was transferred to Charity I then explained to her this is Monica and I would like to make a pmt over the phone and she said that you have to make the payment with the manager Pam and she will be back in 30 minutes I said why? You called me at work wanting the payment and rudely hung up and now I cannot make the payment she said she was not denying me making the payment it just had to be taken by the manager. So I stated whatever and called Bob and explained to him what I was doing and what I was told and he asked for my social and stated hold on he did not know anything about it and transferred me back to Charity and I told her I was transferred back by Bob Wasserman and she said I don’t know why you even called back I told you that you have to make it with the manager and she will be back in 30 min. I then hung up and called Bob wasserman back and he did not answer I left a voice mail stating that I don’t know how is office is being run but thanks for your help. I called his boss Bo and left him a message about this and told him that I would go ahead and call back to make the payment but actually did not want to speak with her due to the rudeness. I called back about 11:30 and asked to speak with Pam very calm just wanted to make the payment and be finished actually made 2 payments. Well she started off with let me transfer you to your representative and someone picked up but held the phone I did not say anything because naturally when a customer calls you are the one who speaks first so the phone held maybe for about 1 min and then back on hold then Pam picks back up and states are you the girl that I spoke to on Tuesday and I hesitated a little thinking OK Tuesday is gone I have a credit card ready to make a payment but I went on to say silently and polite yes I am thinking next question would be OK what card are you using or how will you be making the payment but instead very short and with and attitude she asked me if I had a lan line phone and I stated that none of my information has changed and she said but that was not my Question and I said my information is the same you have my number and she interrupted me and shouted you answer my question that I asked you and at that point I stated forget it I will come in and make my payment and again she hangs up. I cannot see how possibly anyone spoke with her about hanging up on customers or either she does not follow direction and does not have the personality or professionalism to be on phones or deal with customers.

My point in writing this letter is that I understand Auto Acceptance rules and respect that
But I don’t understand the unprofessional way that the collectors speak to you on the phone and when you complain you are the villan I am not looking for sympathy or excuses to be late I was late fair and square and said the date that I would be in and I have been spoken to like a dog every since. This is not the first time this has happened and that is why I did not call the last time my payment was due and explain that I would be late because I have done that in the past and was told that if you cannot make the payment today how are you going to go monthly and I don’t want outside stress calling about a 5 day late payment I just assume if you wanted your money that bad then you would just pick the vehicle up or give the person a day or two to get the payment to you point blank nipped in the bud and I signed a contract stating that I understand your policy you can work with me or you don’t have too. But to speak to someone as if they are illeterate and speak to you like you are an animal and call you a girl, I think it should have been addressed as Maam is this Monica Hines, instead "is this the girl I called at work" as if and I will keep calling you. I feel what did Tuesday have to do with me making a payment today on Friday. I already spoke with Mr Wasserman and he said it was OK. I assured Bob Wasserman on this day that I would not be late anymore. I made 2 payments and will be making another one on 11-17 I don’t even believe I will be due, I just feel that I have been treated unfairly as a single parent and this did not have to escalate as far as I am taking it, I am shocked that something like this would even exist in a place of business. Slamming the phone down and shouting making threats that makes you think different do I want to refer someone to this co for a loan NO I would be embarrassed after the way I have been treated for being a few days behind, even though you have 0 late days tolerance. How about more professionalism obviously you keep reminding me that I am a high risk because of the past then you would know there may be a chance of lateness if you did not want to give me a chance then I don’t think you would have given me the loan.
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User Replies:
Sparticus on 11/03/2006:
Dear lord... Is anyone else as confused as I am?
spiderman2 on 11/03/2006:
I think it comes down to this person is behind on their car payments, yelled at the person that called her at work. Then when they hung ups she got mad. It escalated from there and the OP thinks they are being mean because she is a single mother.
Hugh_Jorgen on 11/03/2006:
I think Spidey nailed it pretty closely. The collection call at work upset her so much she had to go home from work early!
DebtorBasher on 11/04/2006:
OK...first of all, it was your choice to leave work early because you were so upset over ONE phone call...which tells me you're the type of person who would look for any excuse to get off work...which means less paycheck...which means getting behind on your bills. When you did call to make your payment and the woman told you to call back in 30 minutes...what's the big deal, call back in 30 minutes and make your late payment, there's a good chance that your account was reviewed by a manager and documented "transfer call to manager", this is usually done when there are too many broken promises on an account and the manager feels they need to talk to the debtor or if there is a history of problems when the debtor calls in...but no, you had to carry on and on and getting yourself upset (then blaming them for it)...When you called back and said they held the line without saying anything, YOU knew they picked up the line and you didn't hear them say anything, the normal response would be for you to say, "Hello"...but no, you wanted to be stubborn and just sat there like you're really teaching them a should thank them for putting you back on hold when YOU didn't say anything, instead of them hanging up on you and making you wait to get through again. When they asked for your phone number, they may have wanted to verify your HOME number since your threw a hissy fit about them calling you at work...also because in collections is it common practice for us to verify contact information...telling them "everything is the same" means absolutely NOTHING to them...why? Because in a lot of cases the info is NOT the same as on the account...I've seen accounts were we had mail returns, and when we would try to verify the contact info, we would be told "it's the same"...well, no it isn't because your mail is being returned to us...if it's the same, then they are just returning the mail trying to avoid paying their bills...I'm not saying this is your case, but that is the reason we have to verify the info. Then you continue to complain because you told the rep "forget it, I'll come in and pay it"...THAT tells the rep you are ending the call...she didn't hang up on you while you were talking...It's funny when a person is late on a payment, all of a sudden everyone else is rude, everyone is making their life miserable, it's everyone else's fault because YOU didn't stick to an agreement that YOU made! Get over it, you're late, you're going to get calls!
DebtorBasher on 11/04/2006:
...People need to stop using the "Single Mother" excuse for not paying bills...there are no special treatments for single's time people realize that and stop playing the "poor me, I'm a single Mother"...card. Collectors are sick of hearing that...
DebtorBasher on 11/04/2006:
^^^^^^^^^^^ in response to Spiderman. I didn't see where the posted stated being a single Mom..but that comment is made to all single Moms who uses that statement in their everyday life trying to get special treatment.
mydogbozo on 02/04/2008:
HMMMMMMMMMM...There are forces at work here, that even I don not understand......
old fart on 02/04/2008:
Sorry basher. Other than the "stream of conscience" style of writing, thhe lady appears to have a fairly legitimate gripe in respect to how the collection ageny handled the calls.
If you've ever been one the receiving end of a series of calls like this, it's easy to understand the lady's irritation.It helps to remember what it's like to "walk in another man's mocassins"....
Anonymous on 02/04/2008:
".People need to stop using the "Single Mother" excuse for not paying bills." -- basher I realize you don't understand this being that you don't have any children of your own but mothers of which you are not will mostly choose their children over paying debt collectors.. Crazy as it may sound that is true. ERGO it's not an excuse but a statement of fact which I realize is of little used to most debt collectors.
old fart on 02/04/2008:
Stew... I very rarely agree with you but the choice for this lady goes something like this...

Car payment--- kids food...
kids food---car payment...
Let me see.... which one should I choose..???
Principissa on 02/04/2008:
OF I agree with you on that one. If I ever had to choose between feeding the kids and paying a bill, well it wouldn't be much of a choice. If it meant I had to be a few days late on a bill, oh well. I do however agree that not just single parents, but parents in general are using their children as an excuse to get out of paying bills or think they are entitled to preferential treatment. That's not the case. If you don't have the money right now, just tell them, don't bring up the fact that you have kids, the companies don't care and have probably heard the excuse 1000 times before you. Just because you are a parent doesn't exclude you from being responsible for your bills. Yes this person did make arrangements to pay, and I do agree that they were treated like garbage by this company. And that I think is the reason this person was so upset. There was no reason to talk to her like that. And when she stated she didn't want to be called at work, it should have been it from there. She made arrangements and followed through on them. I don't know if she is habitually late on payments, and even if she is it's not an excuse to treat her like garbage. But she also needs to understand that if she is late all the time, they are going to call her at work and ask when she will be paying.
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