Consumer complaint received 2017-06-09
Company: Innovate Managed Holdings, LLC
State: TX
Product: Debt collection
Sub-product: Auto debt
Issue: Written notification about debt
Sub-issue: Didn't receive notice of right to dispute

Complaint:
The company of which I financed my car, Innovative Auto Finance, is an absolutely terrible company when it comes to communicating with their customers. I asked for an extension for my vehicle for   XXXX    2017, as a first time request and I was contacted today by a  XXXX  and told that they denied it. It is more than a month later that they told me this and I had no money to give them because I was told that if I was not contacted within a week, every thing was ok. Now  XXXX  called to collect a debt. The company never keeps notes of previous conversations and the call was very upseting.  I had to repeat myself over and over again because I was so upset and I am  XXXX .  Here is a recap of what was sent to their customer service emal per   XXXX   today.  There was no reason for them to deny a person with a great track recored an extension because they know that they are swendling people with there over-exuberaed costs. I am paying almost four times what the car is worth, but my situation called for getting the car from the company in   XXXX   XXXX  --yet, the previous finance company sold to Innovative Finance a year or so ago. 


I just spoke with  XXXX  today and I am highly upset with the way your company has treated me as a customer. The communication is terribly disorganized. Last month because of several incidents: 1.  Bought 2 tires and a  battery 2. Had to pay taxes on my house 3. Had an terrible incident with a neighbors pit bull and the neighbor refused to pay me for expenses spent.  I have listed the email below and I also contacted the Texas Attorney General about my injury. 

I have been a loyal customer and I do not expect special treatment but I do expect that communication is better than what it is. The last customer service person told me that my request for an extension would be reviewed by management and if I did not hear anything in a week, it would be ok. I never heard from anyone. So, I get this call today from   XXXX   saying that my request for an extension for   XXXX   had been denied and that is almost a month later and that is terrible. 

I know that tires and batteries are normal wear and tear but I specifically explained all of my situations today and on the call from last month. To receive a call as such today was shocking. I plan on making the normal payment of $ XXXX  on Wednesday for   XXXX    paymentbelieving that  XXXX  was deferred.  On one occasion, some months ago, your company called me about payment and the payment was in their system. The customer service representative apologized and I called and left a message; however, no one ever called me back to say I am sorry. 

I enjoyed the company that I originally financed the car with until your company, Innovative, bought that company out and my how much of a difference it really is.  

I will expect that you will reconsider my request for an extension today and look forward to your speedy reply. Ill send a copy to CFPB just in case. Thank you. 


  XXXX   XXXX    XXXX   XXXX  
 

 XXXX , did you make a police report with the pit bull incident or do I need ...

 
 XXXX ,   XXXX    

	  XXXX   XXXX  
 
	 
 

to me
 

	
  XXXX   XXXX  ,
 
The officers that responded did not file report of the incident, but there is a callsheet documenting the incident, under the address of   XXXX   XXXX  .
 
  XXXX   XXXX   
Senior Animal Control Officer

Police Department
"A state recognized law enforcement agency"

 XXXX   XXXX  F  XXXX    XXXX   XXXX   XXXX   XXXX   XXXX  
  XXXX   XXXX  , Tx.   XXXX   

 XXXX   
 
 
 
From:   XXXX   XXXX    [mailto: XXXX ] 
Sent: Thursday,   XXXX   XXXX  , 2017   XXXX   XXXX   To:  XXXX ,  XXXX 
Subject: Report
 
 
  XXXX   XXXX   

	  XXXX   XXXX   
 
	 
 

to  XXXX 
 

	
Ok. Can I go and ask for that?
 
 
 XXXX ,  XXXX  

	  XXXX   XXXX   
 
	 
 

to me
 

	
Yes, you can go to the Police Department and ask for an open records request. The Event number for the callsheet for  XXXX /2017 is  XXXX .
 
From:   XXXX   XXXX    [mailto: XXXX ] 
Sent: Monday,   XXXX   XXXX  , 2017   XXXX   XXXX  
To:   XXXX   XXXX  
Subject: RE: Report
 
 
 
Recipients
Thanks.

On   XXXX   XXXX  , 2017   XXXX   XXXX  , "  XXXX   XXXX  "  wrote:
Yes, you can go to the Police Department and ask for an open records request. The Event number for the callsheet for  XXXX / XXXX /2017 is  XXXX .
 
From:   XXXX   XXXX   [mailto: XXXX ] 
Sent: Monday,   XXXX   XXXX  , 2017   XXXX   XXXX  
To:  XXXX ,   XXXX   Subject: RE: Report
 
Ok. Can I go and ask for that?
 
On   XXXX   XXXX  , 2017   XXXX   XXXX  , "  XXXX   XXXX  "  wrote:   XXXX   XXXX  ,
 
The officers that responded did not file report of the incident, but there is a callsheet documenting the incident, under the address of   XXXX   XXXX  .
 
  XXXX   XXXX  
Senior Animal Control Officer

Police Department
"A state recognized law enforcement agency"

 XXXX    XXXX   F  XXXX 
  XXXX   XXXX   XXXX   XXXX   XXXX  
  XXXX   XXXX  , Tx.   XXXX   
  XXXX    
 
 
 
From:   XXXX   XXXX    [mailto: XXXX ] 
Sent: Thursday,   XXXX   XXXX  , 2017   XXXX   XXXX  
To:   XXXX   XXXX  
Subject: Report
 
 XXXX , did you make a police report with the pit bull incident or do I need to because I don't think the resident was serious when we talked. I won't get into the details but I think he just wants this to go away and I asked him to at least pay for my list pay and other medicinal as he said he wanted in writing so now he is ignoring even that request so I need to make the right protocols. The police that came should have reported it.
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(6K)

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