Consumer complaint received 2025-10-15 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Damage caused or loss of personal items in vehicle during the actual repossession
Company: Exeter Finance, LLC.
State: CA

Complaint narrative:
I have recordings of every single call that I mention below. 

My vehicle was repossessed sometime between XXXX & XXXX on Thursday XX/XX/XXXX. I called my lender on XX/XX/XXXX at exactly XXXXXXXX XXXX. I requested the name of the tow company so I could collect my personal belongings and they provided me with the name XXXX XXXX and the phone number XXXX. She informed me that it would take 2-48 business hours from the time of repossession for that to be sent over. 

I called XXXX XXXX and they told me they had not received that notice, but it generally takes 2 hours for Exeter to provide it to them. Since it was close to the XXXX he said I should call back in one hour to see if there was an update ( XXXX XXXX  ). I did exactly that and there was no release yet. He informed me to call Monday. 

I called Exeter on XX/XX/XXXX, Monday at XXXXXXXX XXXX. The gentleman told me that he did see that there was an email from XXXX XXXX requesting the release of property but on his end the request was still processing. He informed me it take 24-48 business hours. I tried to get more info but he didnt give me anything else. 

I called XXXX XXXX today, XX/XX/XXXX, Monday at XXXX. He informed me that Exeter still had not sent over the release, but he immediately escalated the situation to his supervisor as he saw on the file Id been calling for awhile now. He had his supervisor check their shared mailbox with Exeter and informed me they still had not sent the release of property. He informed me that XXXX XXXX is simply an intermediary for the documentation processing and they do not have physical possession of my vehicle. I asked if he could give me the name or number for the tow company and he said that without the release of property from Exeter, he could not provide that information. He said usually Exeter gets it to them within two hours after a request is sent but they did not. 

I immediately followed up with Exeter finance at XXXX and informed them it had been well over the 48 hour time frame and I had not received the notice of seizure from the tow company. I requested that he provide me with the actual tow company and he said he didnt have access to that information and Id have to call back tomorrow. I told him Id already been told the same thing and that the tow company I was given previously was not actually the tow company, it was a middle man. He repeatedly said that it wasnt his ( collections ) department that handled it and that I needed to call back tomorrow to retrieve it. 

I just want my stuff back. Exeter has never been anything but a nightmare to deal with. My boyfriend is handicapped and his placard was in the vehicle so not being able to retrieve when I was as proactive as possible is really frustrating. 

I dont recommend them whatsoever. Exeter wrote me a loan through XXXX for a used XXXX XXXX XXXX with XXXX miles that needed all new rotors and an A/C that leaked on my feet and wouldnt work until I took it to carmax 3 times for repairs. XXXX at 19 % int. and the value of the car was worth at most XXXX. I know I played a role in taking the loan as someone naive and uneducated, but they are an extremely predatory company. 

I mention all that simply to say, I am HAPPY to have this car taken, I told them to come get it! But its crazy that they are refusing to do their due diligence and let me get my stuff. Its ironic, they are a ridiculously predatory company that harasses you all hours of the day to collect a payment, even when I told them my partner was hit by a car and I lost my job and couldnt send them anything, they refused to work with me on a more affordable payment. But now that Im requesting something I am entitled to legally, they are quiet as a mouse!

Company response to consumer: Closed with explanation