Consumer complaint received 2017-12-14
Company: Auto Now Financial Services, Inc., Phoenix, AZ Branch
State: AZ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
Today, just like other days, I had called Auto Now Financial Services because they constantly call me, and my family to harrass me about making payments after I 've made arrangements. I asked the representative why the company continues to call and harrass me about making payments after I 've made payment arrangements, that I go through this all the time when I call, due to them having no empathy for a customer 's situation. She proceeded to get disrespectful, saying they will take the car unless I paid them by Friday, that they could n't wait till next Wednesday the XXXX as I agreed. I told her she could n't threaten me, and if that 's what they want to do, then do it. I asked to speak to a supervisor, but she hung up on me. I called back again, and the same representative answered. I asked her to speak with a representattive, and she hung up. I called back again another representative started off being disrespectful after I asked to speak with a supervisor. I told her not to talk to me that way, and I needed a supervisor. She calmed down, and claimed they were in a meeting, and wo n't be available till an hour later. So I waited till I got off work to call back. When I called back, I asked for a supervisor. I was aske for my information, and then I was transfered to XXXX the XXXX. He was so cold after explaining my situation. He insisted I made an arrangement to pay on the XXXX of this month, when I said I would pay on the XXXX. I told him to listen to the recording. He isisted his notes were right, and would n't pull the recording. He told me that was n't his problem, to pay now, or he 'll have my car towed. I told him I wo n't pay now, 'cause I do n't have it now, to do what he had to do. So he told me he is sending his tow truck out right now to tow my car, and asked is my at an apartment company which he named. I told him yes, and he said they are on their way to get it. The whole time he was on the phone talking he kept saying things about my XXXX XXXX, like what am I teaching my XXXX XXXX by not paying my bills, if I take your car, how can I get my XXXX XXXX to doctor appointments, that I need to manage my money, pretty much saying hurtful things, yet not trying to work with me. This is all after explaing to him I lost my job working from home due to my apartment flooding. Again he said it was n't his problem, that I needed to pay my pill, and asked me for my work information to send a fax to know what I make, and my pay dates. Of course this set me off, and I let him have a huge piece of my mind. And after him threatening me to tow the car so many times, I told him to take it. After about an hour of us raising our voices to each other, and the direspect. He calmed down, which made me calm down, and we were able to come to an agreement. If he just was the person he bcame in the end at the begining of the phone call, things would have been fine. Majority of this companies customer service is very rude, and inconsiderate.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation