Consumer complaint received 2018-11-06
Company: CARVANT FINANCIAL LLC
State: CT
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
My name is XXXX XXXX. I financed a car from XXXX XXXX the old XXXX XXXX in XXXX who obtained a loan from Carvant financial. The reason I am using both names is because I believe they were in on the ponce scheme together On XX/XX/2018 I financed a vehicle from XXXX XXXX a XXXX XXXX XXXX with an odometer reading of XXXX. When I first approached the salesmen XXXX I explained to him that I was currently driving a leased vehicle and the lease was over and needed to go back. I told them my financial difficulties as well as explained I didnt have funds to pay a car note and pay for repairs. They assured me that they would provide the best car they had. I contacted them one time after the purchase to tell them the front passenger tire was shaking. They told me to bring the car in. I didnt I really didnt have the time and it didnt seem like anything major .On XX/XX/2018 my car wouldnt go into reverse it was around XXXX. and I was home. 
On XX/XX/2018 I contacted the dealer which I spoke to one of the mechanics he told me to have the car towed there. I let him know that my insurance company only covered 20 miles and it was 27 miles  from my apartment. He told me the owner had XXXX to ask if they can cover the other XXXX miles other than that I would have to pay XXXX each additional mile. When I was transferred to the owner I was told XXXX give me a call back. Next I contacted the bank Carvant who gave me the loan. The first person I spoke with name was XXXX. She told me to get an estimate and they would help try to cover the cost of the repair. I waited all day for the owner to respond if they were able to use the XXXX so at around XXXX I called them back no answer, so I left a message. I then called my insurance company back and had road side assistance come get the car, and I paid the extra mileage fee. I called them back to see if the car arrived they said yes theyll get to it tomorrow and get the estimate for the bank. They called me the following day and XXXX said he did a diagnostic and the transmission need a control valve and stated they were sending it out for repairs. On Friday XX/XX/2018 he gave me an estimate for XXXX. He told me on the phone that the part originally cost XXXX dollars but on the estimate it states {$460.00}. Then I was charged a diagnostic fee of XXXX. I had spoken with the mechanic from the XXXX dealer in XXXX XXXX department, and they said I definitely needed to replace the transmission so it was an unnecessary charge because I told them from the beginning. The email from XXXX states Hey XXXX, per our discussion, this is the estimate of what it will cost to fix the car. It does not need a new transmission. The control valve ( that controls the shifting in the automatic transmission ) has to be replaced. Let me know if you have any questions. At XXXX he sends another email hi chimere that it didnt work out with the control valve, we tried to save money. Unfortunately, the transmission need to be replaced so please forward this estimate to whoever you need to. Let me know what they say. The transmission price XXXX, another diagnostic charge XXXX, and XXXX XXXX XXXX parts described above XXXX grand total XXXX. I send it over to the bank. After going to get my children from school everyone was closed. 
Monday XX/XX/2018 I begin calling again to both the dealer and the bank because my rental fees are adding up now. Thats when all the XXXX call you back games continued some more, but they never do. Finally, I speak with a manager at the bank because thats who XXXX XXXX claiming theyre waiting for a response from them I speak with someone named XXXX who promised to call back he was acting manager because the manager XXXX was out on vacation. Again they never called back. I called back later that day and no one answered the phone again at the bank I was sent to voicemail. I spoke with XXXX numerous times he claiming to call me back once he hears from someone saying theyre not calling him back either. I call back to the bank no answer Im now being sent to voicemail. What bank dont answer the phone? I guess Im calling too much. I continuously called back and spoke with a Lady name XXXX XXXX who was so rude she said she was XXXX Manager we eventually had words and she said they wasnt paying for anything and if I dont fix the car they were going to repossess it. I call the dealer back to relay the message, but when I do call the dealer back same thing no answer. Im now assuming theyre on the phone with one another, but when I do reach someone they havent heard from the bank. Now Im furious because I feel like theyre giving me the run around. 
Tuesday XX/XX/2018 again Im calling everyone the dealer still hasnt heard from the bank. The bank hasnt got in touch with the manager on vacation. XXXX not in today at XXXX XXXX via the phone call is what I was told, but I was already headed there. Guess who I see when I get there XXXX. Now how did that happened his excuse when I ask if he dodging me no I just came back I wasnt here. O.K. can you call the bank while Im here he reaches someone at the bank and walk into the service area where theyre fixing cars. I stayed there for an hour and a half because he claimed that someone was calling him back, that never happened. I called the bank myself they say theyre still waiting on an answer from the owner, but why didnt XXXX just state that. I went to speak with XXXX he says I dont know whats going on I have to talk to XXXX, but the President of XXXX XXXX hear everything but never come out the office because Im requesting another vehicle or my money back. I had to leave to pick up my kids around XXXX nobody ever called back or could tell me anything. 
Wednesday XX/XX/2018 I contacted the XXXX XXXX XXXX of the bank via phone and email to explain my situation. At this point I can no longer afford a rental car so I call the dealer back and explain to them I get off work at XXXX XXXX  I would now have to catch 2 buses and a train and another bus to get home, then another 4 buses to get my kids to daycare. I thought they would care. I call back to the bank and speak with XXXX who has been in contact with XXXX and I ask them well can you guys switch the loan to something else he say yes, but I guess the owner is telling XXXX no I need to fix the transmission because every time its mentioned another car to XXXX he always have to call me back. Im smart I know he not the one calling the shots. I start asking to speaking to the President /Manager/Sale person. He picks up the phone then say Ill have to call you back Im on a long  distance call, but again another day passing by and no call back. I call him back I explain to him that the bank said theyll finance another car, but he needed to return the money from the traverse. Again he has to call me back once he contacts the bank. Another whole day gone and no calls I am over stressed and overwhelmed because I see this is a game to them and they wish I go away. 
Thursday May 17,2018 I call XXXX he says well XXXX it will cost you XXXX to repair the car. Now I went off because why was it XXXX for the bank and XXXX for me well if they were going to pay then why not get the extra. As he repeatedly states he trying to help me. How is raising the estimate helping me it obviously hurt me because theyre not paying it. Now Im crying for help mentally unstable, emotionally broken, and financially caught in a jam. I file a complaint with BBB. That same day XXXX call and say they doing you a favor and charging you XXXX Im totally confused he just called and said XXXX. I call XXXX back he says theyre playing two sides going behind my back saying different stuff to both of us. At this point I dont know who I can trust I feel like theyre together on this because while talking to XXXX I explain I shouldnt be responsible for repair he say well its your responsibility if you don t repair the car then we have to repossess it. 
XX/XX/2018 I contact the CEO again via email and phone about their poor customer service. Of course I never got a response. I finally get a call back from XXXX XXXX asking am I going to be able to make my payment on XX/XX/XXXX because if I dont they going to repossess the car. I call the dealer again XXXX the President /Manager/Sale person claim he still waiting for the bank so now I told them about themselves too Im tired of the games. Its now XXXX XXXX still waiting for the bank. I call and speak with XXXX to fix my car and Ill pay for it. For some reason Im on speaker but XXXX President /Manager/Sale person state you have to come in and put half of the repair cost down. I couldnt believe it all this time of me wasting money on a rental car all the phone calls etc, now he says this. I had to tell them about themselves again hurt, broke, and super stressed where Im getting that type of money from? I made a complaint with the attorney general office. 
Monday XX/XX/2018 the CEO call back he first tell me they stop doing business with them 4 months ago and his bank do try to be decent with their customers to help with these situations. I explain to him well how did I get a loan from the bank if you werent doing business with them. He states oh it was XX/XX/2018 because we dont like the way they do business. He says they dont trust the repair cost and he was sending his own mechanic out to get the car and give XXXX 2 days to look at the car. By then XXXX XXXX responded to BBB it state The customer purchased a used vehicle, all vehicles both new and used breakdown. We offered and suggested at time of purchase that the customer purchase a warranty to cover the types of issues she is complaining about, she decided not to. We are not affiliated with the company that financed the vehicle, as such we can not comment on any interactions between the customer and her lender. We feel bad that the vehicle broke down however it is not our fault, its unfortunate that the customer did not take our advice and purchase a warranty but that was her choice. I did not accept the response made by the business I stated why wouldnt I get the warranty it was at no cost to me. I give the CEO and mechanic time to get the car and check it out. 
XX/XX/2018 I realized XXXX XXXX responded to the Attorney General complaint with the same response as the XXXX  response by now they added we suggested she purchase an extended warranty for her car which could have been financed by her lender, for whatever reason she decided not to purchase the warranty. Funny how they remembered to add that after I questioned them on their response from XXXX. I finally get the call from XXXX and because I called them everything but their name at XXXX XXXX they stated to them that the cost of the vehicle is now XXXX Carvant will pay half plus defer my payments for 2 months it would be added to my final payment I didnt agree because I refuse to put one dime in XXXX XXXX pockets ever again. I called the XXXX XXXX back numerous times and left a message telling them to tow the car back to my house and Ill find someone else to fix the repairs. Not XXXX call back. I also, reached out to the CEO again asking who being truthful still no response. The car is in New York at XXXX XXXX XXXX when XXXX responded to the Attorney General complaint they state the car is repossessed. 
I dont know which way to turn. Everywhere I look for help I have been turned down. There is no lemon law for cars 10 years old only 6 years and newer with a warranty. However, its not my fault I was lied to that I had major repair coverage through GAP. I dont know anything about GAP, but when I call them they say they do have major repair coverage but the dealer didnt pay that on my vehicle just total loss. These people are some serious liars and scammers. Im wondering how many other people they done this too who didnt fight back but paid or took a loss. Im sure all people who are struggling are targeted mostly XXXX it was a money scheme to me due to the tax season. I didnt use tax money for my deposit and I think it is wrong that they lie to people knowing there is not one law in the state of Connecticut to back people like myself up. When I called on that Friday telling them to fix my car the guy who answered said they had 3 other cars there waiting for transmission repairs what a coincidence. 
I sent the car over to XXXX XXXX  on XX/XX/2018 their fees came to 3400+. I spoke with budget and they sent over another estimate so I can share with Carvant bank who still claiming they wanted to help, but once I send them another estimate they say I have to pay XXXX of the bill which again is impossible. At this time its XXXX I told them to pick up the car. I wanted to do a voluntary repo. They never picked up the car and once I called budget transmission about trying to make some arrangements to pay for the repairs I was told they gave them the title and the car is now for sale for XXXX . If I'm not mistaken the car can't be sold and paid for twice when it is being financed. 

Thanks for your time and patience Best Regards XXXX XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation