Consumer complaint received 2023-01-24
Company: Sierra Credit Corp
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Managing the loan or lease
Sub-issue: Problem with fees charged

Complaint:
My vehicle was repossessed Tuesday night/Wednesday morning XXXX. At XXXX Wednesday morning I called Sierra credit asking how I can pay and get my vehicle back. I was told someone will contact me when ready. I then called XXXX XXXX and coastline recovery services who BOTH told me Sierra credit already had what they needed from them and it was on them to tell me how much to pay and where to pay to get my vehicle back. I called Sierra credit back to let them know what I was told and the girl from Sierra credit said " they'll call you when they're ready, Your not the only person repoed ''. I called every day multiple times a day to try and pay to get my vehicle back as I have XXXX children who I needed to take to school etc. Sierra credit was unbelievably unprofessional and disrespectful, I cant even put into words how sick they made me. Obviously frustrated at one point I had asked " is this what you guys do to get more money, you just rack up days and charge daily '' she ( Sierra credit employee ) flat out said " YEAH, IF THEY WANT TO THEY CAN this is your fault for missing a payment these are the consequences ''. She said they will get to me whenever they get to me. Our conversation was not ever pleasant. She was disgustingly rude and unprofessional, she kept talking over me, cutting me off when speaking, threatening to hang up on me until I can pay attention. Because I repeatedly asked same questions. The amount of disrespect I received was disgusting. The attitude these employees have was unbelievable. On Monday XX/XX/23 Sierra credit FINALLY called me and said she would let me get my car if I paid in cash at a XXXX and can only accept cash in 2 separate transactions. I asked why only cash when I can pay now ( from work ) online. She said " its our policy '' so I asked her if she can send me the policy so I can read it. She said " ok, so your forfeit your vehicle then because you want to read the policy so I have to send to you by mail and you will be charged additional storage fees daily. I said NO I want to pay today and get my car but I want to read the policy SHE CONTINUOUSLY TRIED TO GIVE ME ULTIMATUMS saying " if you want to read the policy you can't get your vehicle because you have to wait till you get in the mail, so which is it, Do you want your vehicle or not ''. 
Mind you at this point it has been 6 ( SIX ) days and I still have not received ANYTHING in writing from Sierra credit about any of this. Including fees, itemized breakdowns etc. I paid {$1200.00} at the XXXX to Sierra credit Monday afternoon WITHOUT even knowing all reasoning for the fees in detail. My monthly payment is only XXXX. She said it was for 2 late payments but wouldn't give me anything in writing. Desperate to have a vehicle for my children i paid like i was told.. When I asked about the fees later, Sierra credit said the place that has my car charges them storage fees and they charge me. I STILL do not have my car, I still have not received anything in writing. They finally said you can contact coastline service to pick up your vehicle. Upon speaking with coastline service they are charging me an additional {$650.00} to get my car back. When asked about the fees, they told me SIERRA CREDIT puts in the contract what I have to pay. They said its honestly on them. I am so emotionally stressed. To be quite frank, I fell behind on my payment due to a recent death I had been dealing with. The stress and financial burden that was put on me was the reason to my set back and I own that. But the unbelievable lack of professionalism in this company is disgusting. I was constantly disrespected and neglected. They purposely didn't contact me so that they can charge me more fees EVEN THOUGH I TRIED TO PAY AND GET MY CAR BACK WEDNESDAY MORNING when they first took it. I called MULTIPLE times and was told to stop calling, they would get to me when they get to me. Having to figure situations out for my children etc. This place of business is disgusting and I believe operates illegally. I pray to XXXX no one ever deals with them, they treat they're loyal customers like dirt and the employees couldn't be professional if you paid them! I wouldn't wish this agony, stress and punishment on anyone. Please shut this business down, look into them, listen to their " recorded line '' phone calls and hear the way they operate.

Company public response: Company disputes the facts presented in the complaint
Company response to consumer: Closed with explanation