Company Response
8/20/2024
According to our records, UACC began servicing your Retail Installment Contract (the "Contract"), on July 15, 2024. The Contract is for a 2017 Ford Explorer, wherein you agreed to make a total of 66 payments starting on August 15, 2024 in the amount of $395.28. UACC denies any culpability surrounding the condition of the vehicle you financed for purchased.
As a reminder, the vehicle was purchased based upon your personal inspection as outlined within the Vehicle Inspection and Vehicle Condition section in your Buyer's Order. UACC is not obligated by the Contract or Buyer's Order to provide assistance with the payment or vehicle repairs. Nor can UACC require the Dealership to assist with any repairs required. Both the Contract and Buyer's Order have been included for your records. July 19, 2024 UACC contacted you via outbound call for the introductory welcome call to discuss important account, contract, and vehicle information. Notably, no concerns regarding the vehicle condition were mentioned, and you declined to proceed with the welcome call and opted to wait for the welcome letter which was mailed to your address on file on July 20, 2024. UACC phone records indicate you first made UACC aware of vehicle concerns during an inbound call made to UACC by you on July 26, 2024. You informed the representative that you were under the assumption that the vehicle was in excellent condition prior to the sale, however you stated the vehicle had experienced multiple issues since the contract origination, and currently issues with the check engine light appearing and air compressor issues were occurring. UACC notated the concerns on your account and your account was forwarded to our internal Escalations Department for further review. A follow up call was initiated by you on July 29, 2024, during this call you requested an update on the investigation into your concerns and the representative informed you that UACC had initiated contact with the Dealership to discuss options, and that we were awaiting their response. The representative asked for documentation regarding the repairs needed and the associated cost, and provided a link to your phone number where you could attach the requested documentation.
As of July 30, 2024, UACC has received information regarding the repairs needed, but still requires information regarding the repair costs. At your earliest convenience, please provide estimates that include the cost of the repairs needed. You may send these directly to our email [email protected]. Please include your account number in the subject line
and detail in your email that these estimates are being sent for a request to review the account for assistance. We suggest calling in directly at (866) 253-8910 once these estimates have been sent so we can further discuss and review the account with you.
On July 30, 2024 you spoke with a member of UACC management, during this call the Supervisor explained that UACC recommends the origination Dealership as a first measure for requesting assistance, but at this time it was imperative you contact your warranty company ("AUL") to file a claim. The Supervisor further explained that AUL would defer you to obtain estimates to provide directly to them to review for claim/coverage purposes before determining their ability to assist with the repairs, and provided contact information to start this process.
As of the date of this letter, no formal claims have been filed with AUL. As previously stated, UACC is not obligated to assist, reimburse, or obligate the originating Dealership to facilitaterepairs. At this time UACC advises you to contact AUL directly to begin the claims process. In the event AUL is unable to provide assistance, liability for repairs and maintenance needed remains
with the contractual buyers as outlined within your Contract.
If you have any further questions or concerns regarding this matter, please contact the Compliance Department at [email protected].
Sincerely,
Compliance Department
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