When a District Manager Is Part of the Problem -- A District Manager Should Set the Standard for Professionalism
I am leaving this review to document my overall experience with Auto Money, particularly my repeated interactions with the District Manager Shannon, during the process of redeeming my vehicle following my bankruptcy.
From the beginning, this situation has been unnecessarily difficult and stressful. There have been repeated issues with Auto Money honoring and following the court order concerning the redemption of my vehicle. I have had to involve my attorney, Auto Money's legal department, corporate/district management, and their attorney simply to get matters addressed that should have been handled professionally and without this level of conflict.
Most recently, I went into the office to handle what should have been a simple matter after making the required payment. I again encountered Shannon. When I walked through the door, her reaction and demeanor immediately made me uncomfortable. Rather than engaging with her, I chose to remain calm and respectfully asked to speak with someone else. Thankfully, the employee who assisted me was much more professional and pleasant. (Crystal)
However, the situation with the receipt became another issue. Shannon initially did not want to update my receipt to reflect that the payment had been made and paid in full. I was told that their computer system could not understand the language necessary to make the correction and that it would have to be written manually. Once again, I had to get corporate/district management and the legal department involved before the matter was properly addressed.
At this point, this is no longer about one isolated interaction. It is the repeated pattern of unnecessary confrontation, difficulty getting straightforward matters handled, and having to escalate issues to attorneys and higher-level management in order to get compliance with what should be a straightforward process.
I have remained respectful throughout this entire situation, even when I felt I was being treated unfairly or spoken to confrontationally. I should not have to repeatedly involve attorneys and corporate management simply to redeem my vehicle and receive accurate documentation of my payments.
My experience has left me extremely disappointed with Auto Money and, specifically, with the way I have been treated during this process. I hope corporate management takes this situation seriously and reviews how customers dealing with difficult circumstances are being treated.
I am sharing this review so that others can make an informed decision about their experience with this company. I would strongly encourage management to address the customer-service concerns and communication issues that I experienced. read more
