Consumer complaint received 2022-04-10 00:00:00
Product: Vehicle loan or lease — Lease
Issue: Getting a loan or lease — Changes in terms mid-deal or after closing
Company: Exeter Finance, LLC.
State: TN

Complaint narrative:
I purchased a XXXX XXXX XXXX from XXXX ( XXXX Location in XXXXXXXX XXXX ) on XX/XX/XXXX. They approved me through a loan from Exeter Finance ( additional complaint to be filed on this company, as well ). The vehicle was financed at XXXX, with a {$2000.00} down payment bringing the total owed to Exeter to {$19000.00}. On XX/XX/XXXX the XXXX caught fire in the middle of the night and burned. It was deemed a total loss by insurance. ( I did have full coverage insurance ). I contacted the manager of XXXX at XXXX, explained the situation and asked what to do, as I was told I had a 30 day warranty in which the vehicle could be brought bavk if it had any problems, anything wrong with it, etc NO QUESTIONS ASKED AND I WOULD RECEIVE A FULL REFUND. He first stated ( and I do have these conversations in text messages ) to wait and see what insurance would do and we would go from there. He sated he would do anything he could to help and he assured me I would have another vehicle, stating it may not be another XXXX, but he would make sure I had a vehicle ( as he knows I am a single mother XXXX XXXX XXXX XXXX XXXX XXXX, struggling to make ends meet, and I do not have the best credit at this time. Once insurance did the appraisal I was notified the cash value of the vehicle and the only amount they would pay out was XXXX. Once, the XXXX $ deductible was taken out, Exeter finance would get a check in the amount of XXXX, leaving me roughly {$3000.00} in debt with this company. I notified the mnager of XXXX at which time he told me I should file a complaint with XXXX, as there was a recall on my car and see what they would do. I did do this. XXXX told me it would be a MINIMUM of 6 to 8 weeks before they could even look at the vehicle. At that point they would have to determine the fire was definitely due to the recall before they would do anything. Again, I notified the manager. At this time, my 30 days insurance covers me a rental car is up and I am paying out of pocket for a rental car that I really can not afford, having to have assistance from family. At this time, the manager told me he would have the salesman that sold me the XXXX to run a credit app to see what they could do. They called back and stated without a co-signer ( which I do not have ) they can't do anything. I feel XXXX should be held to some accountability for this, as I had the vehicle 12 days when it burned. That should've been covered under my 30 day warranty, being this was at no fault of my own. Also, after the manager ASSURING me he would do EVERYTHING he could to help, he did nothing and he certainly did not ensure that I had a vehicle to drive. At this current moment I am still driving a rental that I am paying for out of pocket. I do not have the money for a down payment, nor can I approved through traditional ( or any ) car dealerships due to my credit and no money for a down payment. Also, in the mean time being I kept XXXX the insurance offer, they did get it up to the amount to cover the cost of the vehicle but not extra for me to obtain another vehicle nor get my {$2000.00} down payment back ( This is where my complaint with Exeter Finance comes in that will be filing immeiately after I finish filing against XXXX XXXX location.

Company response to consumer: Closed with explanation