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Business Profile

Loan Servicing

Scratch Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Loan Servicing.

Complaints

Customer Complaints Summary

  • 53 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/27/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have a solar loan account opened in 2022. Last year in 2024 my back checks started to get returned. I kept trying to contact Scratch through email, phone, and their web portal. I was finally able to get a response in which they said there was an error on their end and they had it fixed. I was able to make up the payments to get current. Then a couple months later this started again. I have called and left messages numerous times. They do not ever respond to phone calls or rarely to emails. The last email I got from them is that they are waiting for information from me. I have record of any email where they requested anything.

    Their website is always down so I can’t log into my account to even send them payments in another method. I can’t believe it is this difficult to just make your payments on time! I hope their team can start responding to their customers.

  • Initial Complaint

    Date:06/06/2025

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Scratch Services, LLC manages our solar panel loan. We agreed to a lower monthly payment for a balloon payment at the end. We were contacted a few months ago with an offer to pay off our loan at a lower rate. We turned it down. Without our permission they raised our monthly payment by $200 to account for the whole loan without the agreed upon balloon payment. The last 4 months their website doesn't even work and the payments are not being processed. We have called and left messages. We finally got a response to mail in the payment. I did a bank check, 2 months ago that still has not been cashed. 1 - honor our original agreement and monthly payment amount. 2 - correct the payment system so its secure.

  • Initial Complaint

    Date:04/11/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Scratch Services, LLC is the financial service provider for my solar panels I purchased from *** Solar in Dec 2022. Around October 2024, I received a call from ****** (never provided me with her last name) from Scratch offering me a discount to pay off my loan. I said I was interested but she never contacted me back. I tried numerous attempts to call them back and e-mailed them with no response. In Jan 2025, I was locked out of their account, and I am unable to access their website. I have tried to contact them about this with no response. I also noticed that they were not taking the automatic payments I had set up with them. It's been over 4 months now and no one has contacted me to try and make these payments. I finally received another e-mail from ****** stating that they were sorry they did not take the payments because they had an issue with their system/tech. They offered to reduce my loan if I wired them the new payoff amount in 10 days. I have asked for verification of this with no response. I am trying to honor my obligation and pay my debt, but I have been unsuccessful with connecting with anyone who can help.

    Business Response

    Date: 04/21/2025

    Hi Michael,

    I hope you are doing well. We emailed you a payoff letter with your ********** ***** account balance so that you can fully pay it off. The letter has a breakdown of payment options.

    Thank you,

    Team Scratch

    Customer Answer

    Date: 04/22/2025



    Complaint: ********



    I am rejecting this response because:

     

    The letter I was emailed had a cutoff date that I could not pay it off by.. I asked for an extension and still have not heard back from them. I am still waiting to hear back from them   I have been calling everyday since then with no response. I would like to pay it off if they give me a new letter with a new cut off date. Thanks



    Sincerely,



    Michael K****

  • Initial Complaint

    Date:03/11/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Scratch Services, LLC is the financial service provider for my solar panels purchased from ******. In October 2024, I received a random phone call from a woman named ****** about adjustments to my monthly payments after a review of my account. I contacted the Scratch Services and had to leave a voicemail, which later ****** called me back. At the end of the month, I noticed the auto payments were not being processed. After repeated follow up via messages through the website and leaving voicemails, ****** called and said the team was working to resolved and that I should see correction soon. This went on for almost two months.

    In January, I contacted Scratch to get an update as the auto payments show pending on the website, but payments are not being deducted from my bank account. I left a voicemail and send a message, and no one has returned my call or responded via email. I contacted the company that took over the PPP Loans from Scratch and learn they have gone out of business. I found Scratch CEO on ********, sent him a message, and he did not respond.

    I contacted the ********** ******** ******* ******* and the Public Inquiry Unit when I was told to get a lawyer. No lawyer or public service department in California has been able to help or provide guidance. I am trying to honor my obligation and pay my debt, but I have been unsuccessful with connecting with anyone who can help. If Scratch Services has indeed gone out of business, I need to know what is the plan or next step for customers with an open debt owed to Scratch. I continue to receive automated emails as if payments are being processed, but it is clear no one is working for the company.

  • Initial Complaint

    Date:02/18/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Fall 2024-present (2/18/25): auto-pay not working (problem on Scratch's end); February 2025: can't even access my personal online account; Fall 2024-present: very difficult to get in touch with Scratch about these things

  • Initial Complaint

    Date:12/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    blocked me when 75% of the stuff i did was not bad

    Business Response

    Date: 12/17/2024

    There is insufficient information in the complaint for us to review further. Based on the information provided, this doesnt seem to relate to Scratch Services. Can you provide additional details on your case including the loan# and clarify what your complaint is (noting that Scratch Services is a loan servicer). 

  • Initial Complaint

    Date:07/10/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Seems someone has gotten a loan with this company in my name nor have Never heard of this place nor have I ever received Any Money from the said above company

    Business Response

    Date: 07/11/2024

    Hi Pamela,

    I hope you are doing well. It seems like you are trying to report fraud; however, that account has been transferred and we have no authority over servicing the same. If you want to report ID theft, you can contact the lender, ***** ***** ****, at ************ or ***************************

    Best,

    Team Scratch

  • Initial Complaint

    Date:06/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Our company is due a refund from an overpayment on a PPP loan refund. The loan was forgiven on April 18, 2023. After many issues just getting the forgiveness application done through Scratch to the *** they finally were able to push that through. Scratch has told us the funds won't be coming from them but our lender. Our lender advised us today on June 5th, 2024 that the refund will be coming from Scratch. I can never get anyone on the phone with the Scratch team and am just directed to leave a message. We are due a refund in the amount of $24,993.79 and it is critical to the ongoing operations of our business.

    Business Response

    Date: 06/14/2024

    Hi Mainstem, Inc,

    We apologize for the delay on your PPP refund for SBA Loan #**********. My internal team already initiated your PPP refund today (Wednesday, June 12), via ACH and you can expect it within the next 2-3 business days. The refund amount of $27,085.77 will be deposited to your bank account ending in 9044.

    Scratch is a loan servicer and hence doesnt hold the refund funds tied to your account. The delay occurred while we were trying to work with the lender to wire your funds back to us for processing your refund. 

    Thank you for your patience! Please let us know if you have any other questions.

    Best regards,

    Team Scratch

  • Initial Complaint

    Date:05/10/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My PPP loan was forgiven in February of 2024. I have made several attempts to reach out to receive my refund which is close to 26K and I am not getting solid answers. I was informed that it would take 60 days when I reached out via email/chat since they never answer their lines. I reached back out and was informed there was a delay. I reached again on 4/18/24 and was informed via email that ETA would be 2 weeks. I still did not receive the refund and they continue to share that they will place a request with their "internal team" and will let me know soon. The fact that they don't have the funds to pay back their customers is concerning. It should not take this long to get a refund.

    Business Response

    Date: 05/13/2024

    Hi *******,

    We apologize for the delay on your PPP refund for SBA Loan #**********. My internal team already issued your PPP refund on Friday, May 10, via ACH and you can expect it within the next 2-3 business days. The refund amount of $27,149.00 will be deposited to your bank account ending in 1247.

    Scratch is a loan servicer and hence doesnt hold the refund funds tied to your account. The delay occurred while we were trying to work with the lender to wire your funds back to us for processing your refund. 
    Thank you for your patience! Please let us know if you have any other questions.

    Best regards,
    Team Scratch

    Customer Answer

    Date: 05/13/2024

    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

    Date:10/17/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My PPP Loan was forgiven and payment was posted to my account where the principal and interest balance was paid in full on August 11, 2023 leaving a balance difference of $997.47. I have made payments totaling $991.93 on this loan so all that I paid should be refunded to me in full by law. First call to check on the status on refund since loan payment was paid in full and processed was mid August and I spoke to someone who told me they cant see any information on my loan to give 2 weeks and call back if I didn't hear back from them. Beginning of September I call back for a status and suddenly there are no Live agents to speak to. When calling the number it goes straight to a recording which I leave a message to be called back. I try to reach out through their website help and after a week my email inquiries are being responded with an apology and a message saying they are experiencing a delay and gives an estimated time of 2 weeks for a refund but no guarantee. I reach out again mid September, still no live agents answering their phones, I did leave email inquiries for someone to call me and finally got a call back to get told to wait another 2 weeks and if I don't hear back or receive a refund to call back. I was also told that there are other people waiting like me as well. I did not hear back, so again reaching out to them beginning October and got an email response to wait until mid October but no guarantee. I reached out saying that I would be filing a complaint on BBB and got another email saying they are experiencing a delay and to wait 60 days now and if nothing to call back again. It seems like an automated response message and a delay tactic used. I don't know what or why there is a delay but I should not be waiting for a refund any longer than I already have especially if they have the money I've paid already plus the difference that was paid from the forgiveness. My next steps will be legal action.

    Business Response

    Date: 10/20/2023

    Hi *******,

    We apologize for the delay on your PPP refund! Unfortunately, PPP refunds have been taking longer than expected to process. My internal team has issued your PPP refund via ACH and you can expect it within the next 2-3 business days. The funds will be deposited to the bank account (ending in last 4 digits: ****) saved to your Scratch account.

    Thank you for your patience while we worked on processing and issuing the refund!

    Best regards,
    Team Scratch

Scratch Services is NOT a BBB Accredited Business.

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