Consumer complaint received 2019-10-31
Company: 3rd Generation, Inc.
State: CA
Product: Vehicle loan or lease
Sub-product: Lease
Issue: Getting a loan or lease
Sub-issue: Changes in terms mid-deal or after closing

Complaint:
On XX/XX/2019, my partner XXXX and I purchased a car from XXXX XXXX XXXX with a {$2500.00} deposit. When completing the contract they only put XXXX on the car when we asked for both our names on the car. At the time insurance only my name, XXXX XXXX, was on the insurance, but once we purchased the vehicle both names were on the insurance through XXXX. We noticed insurance was extremely high so I was on the look for another. Our car overheated and I called them to inform them our car overheated on XX/XX/XXXX. We barely had the car for a month and we requested that they pick it up and fix the issues with the car. When they picked it up on XX/XX/XXXX they never contacted us to inform us on what was wrong with the car nor when it would be ready for pick up. We called later that afternoon and they informed us that they are repossessing the car. We were confused because we havent even made our first payment. They stated they dont have all the information such as references and insurance. I sent them the information and was requested to come in. I stressed to them its unprofessional to not have all of our documents because I made sure I sent them. We ended up having to come back on XX/XX/XXXX to redo the deal and gave them all the information. Since insurance became to high for us as I stated before we switched from XXXXXXXX to XXXX XXXX. I was informed by XXXX XXXX to not add XXXX because all drivers are insured. I tried to add him any way however he was denied. I purchased the insurance so we wouldnt be without insurance and canceled the previous insurance. I knew I needed insurance with both names so I got a quote and had to wait until we were able to afford to make another payment for another quote. XXXX contacted me XX/XX/XXXX and XXXX and XXXX asked for insurance. I let them know my situation however they did not want to wait and blamed the urgency of insurance on the finance company, California Auto Finance. I stated I will speak to the finance company and they told me no. They then threatened to take the car back and not give me a full refund. I called the finance company any way and spoke to XXXX and XXXX. They told me they can wait for insurance with both names and will finalize the deal. I called the finance company XX/XX/XXXX letting them know I never received anything in the mail and my payment is due the XXXX of XXXX. They told me they couldnt find my account and to call XXXX. I then called XXXX and spoke with XXXX to try to make a payment, I also had insurance with both names and they told me theres nothing I can do at this point. I then reported them to the better business of bureau  and now Im waiting for a response back on the dealerships response. I went over my contract and it states the dealership can only cancel our contract if they cant find a finance company within 10 days which they did. I have documents of them threatening to take me to court and not exchange a full refund. Ive tried to communicate many times but I was hung up on and threatened by multiple people. I was then able to speak with them XX/XX/XXXX however they wanted me to make a {$480.00} payment to them even though they dont have a finance company for me. Our car note is {$400.00} so the {$87.00} late fee however when I spoke to XXXX on XX/XX/XXXX he told me I wasnt able to make a payment. I was able to record this conversation as well as evidence of their customer service because when I called back my call was forwarded three times. The car is still in our possession I just have worries that we will be with out a car and wont be given a full refund for the inconveniences on their behalf.

Company response to consumer: Closed with explanation