ComplaintsforEcoHome Financial

• Initial Complaint

  11/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I sold my home at *** **** *** in Kitchener and closing date was Nov 28th. I owed Eco Home Financial for a step in tub. My lawyer at ******** *** sent a payment to this company paying off what was owed. After they were paid they took another payment out of my account in Dec. I tried calling them and got the run around. Since this time this company continues to email me with threats of collection since I put a stop payment on my *** account as they tried again in Jan 2024 to deduct funds from my account for the tub. I cannot get anywhere with this company and I don’t know where the payment went but I need this to be sorted out and a discharge letter from them that they have been paid in full. I also over-paid them so they owe me a refund for Decembers payment. Please help!

  Business response

  22/01/2024

  Hi *****,   
   
  We are sorry to hear about the experience that you have had with Snap Finance.
   
  We take complaints like yours with the utmost seriousness and appreciate the opportunity to review the complaint. 
  
  Can you please confirm which account you're referring that it's been paid off? 
  
  Account #*******
  Merchant: ******** ********* ****
  
  Account #************
  Merchant: ECOHOME - CREDIT TOP UP
  
  Warm Regards, 
  Samantha D.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had a five-year contract with EcoHome for a water filter system, and now they are warranty more money, claiming they have a 10 year contract. we have been paying for well over five years and I know that we were told that in five years it would finish. No service has been provided by this company and I do not know what we are even paying for because the water purification system has been paid for.. suddenly started to call us and are threatening to take us to court because they claim the contract goes another five years but I know that is not true

  Business response

  22/01/2024

  Hi ****,  
   
  We are sorry to hear about the experience that you have had with Ecohome Financial. 
   
  We take complaints like yours with the utmost seriousness and appreciate the opportunity to review the complaint. 
  
  I understand your complaint is regarding the term of your agreement as you've mentioned, "I had a five-year contract with Ecohome for a water filter system, and now they are warranty more money, claiming they have a 10 year contract." 
  
  If you can please refer to your contract it will provide you with two separate terms. 
  
  1st - Loan Term: (60) : After the 60 months, you'll have the option to payout the loan or renew it for another 60 months. 
  
  2nd - Amortization: (120) : The long-term period to pay the full loan term. 
  
  You'll be able to locate this on the 1st page of your agreement under "payment details". 
  
  Warm Regards, 
  Samantha D.
  
  

• Initial Complaint

  31/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Was sent a letter for a pre approval loan top up. I scanned the QR code to request a call back. Shawn C. contacted me. He sent me an email outlining payment amount and interest rate I responded 1 week later as it went to my spam. He called me to discuss and sent me loan documents to e sign Money would be deposited 3 to 5 days. 5 days later no deposit. I emailed him. He said there was a new note on my file I wasn’t eligible for a top up loan. The offer was sent to me in error and the computer system still allowed to create the loan documents regardless Not my problem I said. The computer allowed the loan application and documents to be signed. I immediately escalated it to Eco home directly. I have called 6 times and told I was going to have an email from a manager Nothing has been resolved. In fact because I signed the loan documents I hired a contractor to complete the work on our home. Never thinking that the loan wasn’t going to be funded. Because I signed documents and it was fully approved.

  Business response

  05/06/2023

  Hi Lisa, 
  
  Thank you for sharing your concern. 
  
  I'm glad that I was able to resolve this with you today after you reached out to me directly on ********. If I can assist with anything further please just let me know. 

  Warm regards,
  Emmet B.
  Office of the President. 

  Customer response

  05/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  09/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good day , I am writing to inform you that this company refuses to give out a monthly statement of my account transactions. I have purchaced a product financed through this company and have been in contact with them they refuse to give out a monthly statement by mail and do not have an online access to reveiw. When contacting them they have given me excuses such as our system is down now and have no access to my account. I have a monthly payment being deducted from my account by them and before paying more than the required payment I would need access to a monthly statement to insure it is being applied correctly to my account also need to see the principle being applied to loan and monthly interest. Over my years this is the only company that I have not been able to access my account transactions therefore I do not trust their way of doing business and very leary although they state I can apply any amount I like to pay it out or down. I believe they should be obligated to supply a statement to me on a monthly basis for my personal files of transactions done with them. How am I to know if a I make a substantial payment towards this it is actually being appropriately installed for I would like to pay this off before term to avoid interest. I would greatly appreciate any help in which you could assist me to being able to access this info from them. Sincerely, ******* * ******

  Business response

  19/05/2023

  Hi *******, 
  
  Thank you for sharing your concern, I look forward to reaching a mutual understanding with you. 

  Unfortunately an account statement showing payment history and principal balance is not something that our system can automatically generate and deliver to you monthly, that said, you are welcome to reach out to our customer care team should you have any questions or want details on the balance. Including payment history summary and balance on a document monthly is not a bad idea at all however, I will pass that recommendation along and hopefully that is something that we can offer in the near future. 
  
  Please let me know if you have any questions. 
  
  Warm regards,
  Emmet B.
  Office of the President. 

  Customer response

  20/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: As stated when I call them they state either there system is down at this time and the system is not accessable for my info do not inform me of the portion of my payment is principle and the portion which is interest which is my right to know for if most of it is interest and not enough princple the balance for the monthly payment set out by them for this financing has to be adjusted to a higher monthly payment they are very hard to communicate with in the current manner they operate.
  
  Sincerely,
  
  ******* ******

  Business response

  25/05/2023

  Hi *******, 
  
  We recently faced an IT issue with our frontline system, which has now been resolved. During my 4+ year tenure here, this is the first time in my memory where, aside from scheduled system maintenance and upgrades, we had an outage.
  
  I can completely understand your concerns and frustrations based on this recent experience, but I can assure you that should you call us again in future you will have a better experience and be provided with the information you request. 
  
  Please let me know if you have any questions.
  
  Warm regards,
  Emmet B.
  Office of the President. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩