Awful & Rude Customer Service - Stay Away!
This company has awful Customer Service and never works to resolve an issue I have. They are not flexible at all and are very rude every time I call. I have called this company on 2 occasions prior to today to try to speak to someone in their deferral dept. about my account. Today (Jan. 12, 2010), I spoke to Scott in the Deferrment Dept. who was not helpful at all. He read from a script the entire time and would not deviate from it to listen to what I was asking. I asked to defer a payment to the end of the loan because the car has been broken down for 4 months and I desperately need to fix it. However, I need to defer the payment so I can use that money to fix my car. He told me repeatedly that I had to get the car fixed first and then they would see about deferring my payment. He said they need to know that the issues aren't going to continue before they let me defer anything. Last time I checked, no one can really predict when their car is going to break down... He told me that I just had to call back once it was fixed and tell them I had it fixed and they could look at deferring my payment. After much discussion back and forth, I asked to speak to a manager.
I then spoke to Terry, Account Supervisor, who was just as useless. He explained the same thing except he told me that I would have to send in a receipt for the car repairs before they'd let me defer a payment which was not what Scott, the Customer Service Rep, told me. At one point, I even had to say "Hello?" because he did not even respond when I was done talking. It was as if he wasn't even paying attention and I had to remind him he had a Customer on the phone. I tried to get him to understand that I've paid my payments on time and do not want to ruin my credit report because of this and asked if there are any other options for me since I've been paying on time to which he replied "No." So much for rewarding paying Customers who are trying to be honest! I told him that I don't want to miss my January 2010 payment because I use that money to get my car fixed, but I need to get the car fixed. I told him that I do not want to continue making payments for a car that I can't get fixed because they refuse to work with me and, if that is the case, I will eventually end up having to call them and tell them to come get the broken down car to which he replied "OK." He didn't try to suggest other options or acknowledge/thank me for paying payments on time. I am not trying to NOT ever make the payment, it will be added to the end of the loan. They acted as if I am trying to rip them off and steal money from them.
If either of these individuals would have tried to be somewhat friendly or courteous or helpful, it would have gone a LONG way towards calming me down. It is the SAME thing every time I call to ask a simple question. The Customer Service Dept. at this company consists of very rude and inconsiderate individuals who contradict each other, one person tells you one thing and one person tells you something different. They really need look at a complete overhaul of their Customer Service department. When a Customer calls in for assistance in order to do anything to continue making payments on time, they should really try to help! Someone in this company needs to be aware of the treatment that Customers receive when they contact Customer Service at 1-800-289-8004. If this were a one time thing, that would be different. After 3 calls without success and horrible Customer Service by an Account Supervisor, other people need to be made aware to stay away from this company!