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            ComplaintsforFreedomRoad Financial

            Financial Services
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            Complaint Details

            Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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            Complaint Status
            Complaint Type
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I am not liable for this debt with Freedom Road Financial, i do not have a contract with HARVEST STRATEGY GROUP, **** they did not provide me with the original contract as requested

              Business response

              01/03/2024

              FreedomRoad Financial received a signed credit application for a used 2018 ***** Grom on 07/22/22. *********************************** was listed as a joint applicant on this application. The loan was approved and funded; last payment was received on 01/10/2023. Harvest Strategy is a third-party collection firm that FreedomRoad Financial uses to collect on past due payments. Your contract is with FreedomRoad Financial.
              All borrowers, which includes the joint applicant, are responsible for ensuring the repayment of the loan. This is outlined in the contract that was signed by both applicants.
              Regulation V, which implements the Fair Credit Reporting Act, promotes the fair and accurate reporting of consumer credit information, and establishes permissible purposes for obtaining a consumers credit report. A bank must have a permissible reason to pull the credit report and must confirm the consumer has authorized the procurement of the report.Permissible reasons to pull the credit report include extending, reviewing, and collecting a credit transaction.

              Regulation V sets forth the responsibilities for those that furnish information to the consumer reporting agencies. After receiving a direct dispute notice at the designated address, the furnisher should conduct a reasonable investigation to determine if the consumer has been a victim of identity theft or to provide information related to the debt. The furnisher should send a report of the results within 30 days from the date the dispute notice was received.

              Currently, FreedomRoad Financial is accurately reporting. After we verify your identity, we will be able to send you a copy of the signed application and contract. If you believe you are a victim of identity theft, an affidavit will need to be completed. 
            • Complaint Type:
              Problems with Product/Service
              Status:
              Resolved
              After I paid my account in full the business erroneously removed $192.38 from my account. I have tried on 4 documented calls to try to get a refund check sent back to me. I have asked to speak with a supervisor but no call or correspondence back. Please help me to resolve this issue.Thank you.***********************

              Business response

              01/02/2024

              *****,
              Thank you for being a FreedomRoad Financial customer. 
              Your loan account was paid in full as of 10/13/2023.
               On or around 10/13/2023, FreedomRoad Financial received a payment for $192.38 from your ******************* payment center, FreedomRoad Financial did not erroneously remove $192.38 from your account.
              This check was returned to you, you were unable to deposit or cash this check because it was payable to FreedomRoad Financial and not you.
               FreedomRoad Financial asked that you return the check to us so we could reissue you a new check in your name.
              On 11/29/2023 FreedomRoad Financial received the original check back and on 12/07/2023 FreedomRoad Financial issued a bank check in your name for the $192.38.
              Per Bank policy, refund/reissued checks are held for 10 business days to ensure stop payments have not been issued on the checks being reissued or replaced.
              The reissued check was mailed on 12/21/2023, as of 12/29/2023 this check has not been cashed. If you have not received this check by 01/05/2024, please feel free to reach out to us and we will reissue the missing check.
               If you have received the reissued check, this matter will be considered resolved.

              Customer response

              01/03/2024

               
              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,

              ***********************
            • Complaint Type:
              Advertising/Sales Issues
              Status:
              Answered
              This company destroyed my credit. Made almost impossible to make a payment and we paid the loan off in full out of savings just to get away from them. Thought I was getting a reputable financial institution because the store is well rated. Didn’t look at reviews until after we had issues. They have a 2.2 and dozens of complaints like mine. Dropped my credit score 101 points. Looking to get my credit back somehow. And report them as well.

              Business response

              11/07/2023

              ****,
              Thank you for being a FreedomRoad Financial Customer. FreedomRoad Financial gives customers a number of different payment options. These include online payments, phone payments, text payments, auto-pay, bill payments, wire payments, payments by mail, and MoneyGram. Methods include both free payment options and payments opinions that include a convenience fee. We are sorry one of these methods did not work for you.
              Per your contract payments were due on the 30th of the month for a term of 60 months starting on 06/30/2023.
              Payments were received on time for both the June and July payments.
              Payment for August was received on 09/12/2023 and returned to us on 09/14/2023, the reason given was unable to locate account, causing the 30-59 days past due on your credit report.
              Payment for August and September was received on 10/06/2023.
              Loan was paid off on 10/19/2023.
              As a onetime courtesy FreedomRoad Financial will delete the 30-59 days past due reporting to the credit reporting companies.
              If you have any additional concerns, please feel free to contact me.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              On October 11th, 2023 I called to make a payment for my dirtbike. The amount I agreed to pay was $198.00. Their system took out $981 plus a $3 service fee. I have made multiple calls and they tell me that they can't make returns because they use a 3rd party for their payments. I have asked to speak with a supervisor multiple times and each time I am told that there isn't one, but they will give me a call the following day. I have yet to receive a call, email or a refund. I use a 3rd party as well for transactions and am still able to give people refunds so I do not see how this FINANCIAL INSTITUTION cannot or will not give me a refund when their system made the mistake of pulling 984 dollars from me. Pretty much stole my money. I make the same payment for the same amount every month and they have record of it. It is impossible to work with this institution.

              Business response

              10/26/2023

              Thank you, for being a FredomRoad Financial customer. When making a text payment there is a review payment screen that shows you the payment amount and you must click “I AGREE” prior to submitting the payment.  Also, per your conversation with our customer service representative, you stated you typed in the payment too quickly and called to verify the amount of the payment with them. Based on that conversation, it does not appear the payment amount was a system error.
              Once a payment is made on our system, we are unable to alter the payment. The Bank does not refund payments after the fact due to the risk of your payment being returned to us. The customer service representative directed you to contact your Bank and to dispute the amount. As of the date of this response, we have not been informed that you have done that. This transaction is governed by Regulation E and your bank should allow you to dispute the dollar amount.
              If you have not contacted your bank to start the dispute process and are willing to sign a letter stating that if the payment is returned by your bank, you will make our bank whole, a check can be issued to you for the net of the payment due and the payment made. Please reach out to *********************************, if you have any questions.
            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              I opened an account with FreedomRoad Financial in 2021 for a motorcycle loan. I am very diligent about making my payments on time and always prefer to use autopay when available. I never missed a payment for the first 18 months of my loan, but 5 months ago, the company switched to a new software, which resulted in my autopay being cancelled, and therefore my payment was not made on time. I called and spoke to a representative who explained that it was a problem on their end, reversed the late payment fee, and then tried to help me set up autopay again. Unfortunately, despite speaking to several representatives who assured me that the autopay was set up, my payments are not being taken out. Every month, I am having to call back with the exact same issue. Today, I attempted to take out a loan for a different motorcycle, and was told that FreedomRoad would not service my financing request, because of the missed payments, even though they already admitted that this was entirely their fault, and all of my late payment fees have been reversed. This has now been reported to credit bureaus, and has hurt my credit score, making it more difficult for me to get financing in the future.

              Business response

              08/29/2023

              Dear ****,
              Thank you for being a FreedomRoad Financial customer. After review of your complaint, I want to address the following issues.
              Issue with making your payments-I apologize for any difficulty you may have had setting up your recurring payments in the past. I did reach out to our customer service team lead, and she stated that recurring payments have been set up and will begin on 09/05/2023.
              Credit Reporting-Reporting to the credit reporting companies has been updated.
              New Loan application-I have reached out to the head of underwriting at FreedomRoad Financial. He has reviewed your application with the information that you provided and has approved your application and has reached out to the dealership.

              Thank you again for being a FreedomRoad Financial customer.
              ***********************
            • Complaint Type:
              Advertising/Sales Issues
              Status:
              Answered
              I purchased a $40,000 side by side and put $30,000 down on the unit. I had to have $10,000 financed from Performance Finance, a year later I am unable to pay and they repossessed the unit. They had the repo company take the unit and trailer, the trailer was fully paid off. I couldnt afford to pay off the trailer to get it back. Then months later in February 2023 they sold my unit and there had been an amount due to me since it was above what I owed on the unit since I put $30,000 down. They said it was $4200 approx and they would mail me a check at the end of the quarter. Now they are saying there isnt an amount due to me and making up reasons why Im now owed this money. The lady was extremely rude and they are a bunch of liars and thieves.

              Business response

              05/02/2023

              ********************, the purchase price per the ****************************** invoice was $31,537.85 with a down payment of $15,077.61.
              The amount financed with Performance Finance was $16,518.06 and the date of contract was 07/21/2021 with an Annual Percentage Rate of 14.99%.
              The contract was for 60 payments of $392.87 starting 08/20/2021.
              As of 04/20/2022 the loan was 2 payments past due. The unit was put out for repo 04/19/2022 and as of 07/20/2022 the unit had been secured. As of 07/20/2022 the principal balance on the loan was $14,938.30, interest owed as of sale date is $801.65, late fees of $19.64 for each of the following months 6/30/2022; 5/31/2022; 5/02/2022; 3/30/2022;3/02/2022 and repossession fees of $1,050.00 from 07/19/2022 and $450.00 from 04/21/2022. Total due $17,338.15.
              The unit was sold for $13,939.50; we also received a refund for GAP Insurance for $524.20, and refund on warranty insurance for $1,409.40. Both were posted to the loan.  Total credits came to $15,873.10, showing a shortage of $1,465.05.  This would be the balance due if there had not been a physical damage claim submitted by Evergreen Bank Group/ Performance Finance.
              Evergreen Bank Group/Performance Finance put in a physical damage claim with our insurance company.The claim amount received was $4,812.94. The amount applied to the loan was the shortage of $1,465.05 and the balance of $3,347.89 was returned to our insurance company.
              We apologize for any conflicting information you may have received regarding the proceeds received from our insurance company.       
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Answered
              On Aug 3rd 2022 I went to ******************************** in ****** ** to purchase a motorcycle. I was considering financing the purchase. They utilize Freedom Road financial as their credit agency. And they report to experian. I filled out the credit application made contact with experian since I have a lock on my credit and the credit check was done. I did not purchase the motorcycle, nor do I have any connection with, or account with Freedom Road financial or BanCorp or that dealership.On Sept 3rd I noticed that their credit check was on my Experian credit file, even though I have absolutely no connection to them. I reached out to to Freedom Road financial in **** and requested that they remove it. The reasons are in my letters, they relate to my identity theft situation beginning in Dec 2019.The woman assured me that their credit check of theirs would drop off after 45 days. It did not. I reached out again and talked to a supervisor at length via conversations and emails. She told me she was passing the matter on to another **** and within 30 days the credit check would be resolved. It was not.So then I reached out just recently to the CEOs of Freedom Road financial, evergreen bank group, and Bancorp, since they are all interconnected and owned by each other. And I got email response from bancorp regarding this. We emailed at length for several days and then they ghosted me. I received an innocuous letter from Freedom Road financial in reno. It said yes this was a credit check and it was valid end of story. I called again. They told me they could not do it and or refused to remove the credit check. They told me I had to reach out to experian, which I did. Experian said she could not remove it and it had to be removed by Freedom Road financial. Because of my past experience with the credit bureaus and the identity theft I do not want this credit check that is not associated with any loan, on my credit report. The BBB and Gov.s seemed my last hope.

              Business response

              03/17/2023

              Dear ************,
              Inquiries are entries that appear on your credit report when your credit information is accessed by a legally authorized person or organization (FreedomRoad Financial). Most commonly, inquiries are the result of an application for credit, goods or services; an account review made by a company that you already do business with; or a preapproved offer of credit that has been sent to you.
              There are two types of credit inquiries: hard inquiries and soft inquiries. Account reviews and preapproved offers fall under the category of soft inquiries, which have no effect on your credit scores. Hard inquiries include applications for credit or certain services, and although their impact is minimal, they can temporarily affect your scores.
              When you filled out a credit application with FreedomRoad Financial a hard credit inquiry was completed. Hard inquiries normally will show up on your credit for up to 24 months, the person that told you 45 days was incorrect.
               The Fair Credit Reporting Act (****) regulates the consumer credit reporting industry. In general, the **** requires that furnisher report your consumer credit information in a fair, timely, and accurate manner to consumer credit reporting industry. Evergreen Bank Group/FreedomRoad Financial follow the **** and report in a fair, timely, and accurate manner. Evergreen Bank Group/FreedomRoad Financial is reporting your information correctly.
              If you have any additional questions please feel free to reach out to me directly at 888.505.BANK (2265).
              ***********************
              Compliance Officer

              Customer response

              03/17/2023

               
              Complaint: 19601578

              I am rejecting this response because:

              I refuse to allow this business to force me to retain their credit check on my file for another 18 months.

              They have to remove it!!!

              I don't care at all about the continued lip service; they are just being obstinate!!

              And I will not settle without financial compensation as well!!

              They have put me through too much, and I am suffering physically due to the stress that they have caused!!

              FIX IT NOW!!!!!!!!!!!!!!!!!!!!!


              Sincerely,

              ***********************

            • Complaint Type:
              Problems with Product/Service
              Status:
              Answered
              Purchased a new dirt bike and loan is being serviced through FreedomRoad Financial. It is impossible to make a payment with this company without paying a processing fee on top of your actual loan payment. You are given the option to enroll and set up an online account but never receive an email with the enrollment verification code and no option to have one resent. When you call and try to speak with a customer service representative, the automated system does not recognize your spoken menu choice nor does it recognize pressing the corresponding number for your menu selection. After repeating menu selections over and over and stating your choice was not recognized-you can finally get a representative on the phone who is not a customer service representative by any means. There is no help and no suggestions. The account is in my husbands name as it is his dirt bike and I completely understand not giving out any specific account information without having the account holders permission. I didnt ask for the payment amount, payoff amount, any billing information, nor request to make any changes. I expressed my frustrations with multiple failed attempts to make a payment on the account for the current bill. (The 1st 2 monthly payments, I had to add a $3 processing fee to each). Its only $3 but if I have to pay this each time then its gonna add up! I simple asked for the enrollment email to be resent to the email address on file for my husband and the representative would not do it. I will make every attempt to have to loan refinanced through another company and will suggest to anyone purchasing an atv, its, dirt bike, etc to NOT finance a loan through FreedomRoad Financial.

              Business response

              12/12/2022

              Thank you for being a FreedomRoad Financial customer. Sorry to hear you had trouble making your payments. FreedomRoad Financial offers several options to make your payment. Convenience fees are assessed by FreedomRoad Financial on phone payments and text payments only. FreedomRoad Financial does not assess fees for online payments, Auto-Pay payments, or payments by mail.
              I will notify our IT Department regarding your frustration when making a phone payment and menu sections.[CV1] 
              FreedomRoad Financial will not share or discuss any information with individuals that do not have access to a customers account.This is to protect our customers personally identifiable information.
               As a result of your difficulty with setting up your online payments, a one-time concession will be made. The convenience fees paid in the amount of $6.00 will be applied to your loan as a principal payment.
              It appears you have been successful in logging into online banking, however, if you have any additional concerns. Thank you again for being a FreedomRoad Financial customer.


            • Complaint Type:
              Billing/Collection Issues
              Status:
              Answered
              I have a loan for a utv with freedom road that has been nothing but problems from the start. I have filed a complaint last year with the bbb and was successful. Im not only having the same exact trouble again but now it seems my account has been written off. Im not sure exactly what that means but the person I contacted said they would not give me any information because I would become irate. As of the last week they redid there website and now my account has disappeared and I have no way of seeing my payment history. Long story short the problem I have every year is that when I make an early payment (every month) they treat it like a double payment for the ***** month and then when I don't pay on the date that it's do it's counted as a late payment. I have had this problem every month. I have requested for the due date to be changed but nothing ever happens. I also had problems with them calling my wifes number ( witch she is not on the account) and given them my email,but never get any contact from them. It is affecting my credit and stressing me out and I no longer have a way to make payments. I owe less than ******* dollars and am in fear of them trying to repossess my utv even though I pay every month plus the 10 dollar late fee.

              Business response

              10/27/2022

              In August of 2021, we reversed $367.58 in fees and applied the funds as payments making you due for your 08/18/2021 payment.  It appeared that your intent was to make your payments on time.
              At that time, I suggested that you set up recurring payments with us that would automatically pull your payment monthly. I emailed you an Auto Pay Form and a Loan Due Date Change Agreement that you requested.  These forms were never sent back to us.
              You made no payments between 07/12/2021 and 10/05/2021 causing you to be 2 months behind in your payments. No payment was made in January 2022 causing you to be 3 months behind in payments. The payment made in April 2022 was returned causing you to be 4 payments behind.
              When payments are past due 90 days the Bank is required to charge them off, which we did on 09/30/2022. Your credit report will show the loan as charged off until the loan is paid in full. As of 10/26/2022 your payoff balance is $2,136.71. ..

              Customer response

              10/28/2022

               
              Complaint: 18312532

              I am rejecting this response because:

              Sincerely,

              *******************************

              Customer response

              11/01/2022

              They terminated my account so I can't see my payment history to prove my case. They say I was behind on payments but that's not true. I have had a problem every year with them misplacing my parents. If you do the math with the amount of payments left and the amount of time left until the loan comes to term , I'm right on schedule. As for the form to change payment the date , I filled it out and no charge occurred . They also claimed to have called me ,but I have not received any voice mails . The only way I could prove anything is to go through my bank statements and phone records. If they call me and my phone says spam risk I won't answer it but they should have left a message. They never have been able to help me when I call them to fix my account,so I just keep making my payment's plus 10 dollars. This is the worst scam I ever been a part of. Please help me. Thank you 

              Business response

              11/08/2022

              Evergreen Bank Group did not terminate your account. When a loan is 120 days past due it is policy to charge the loan off, any payments received will be applied to the loan. Evergreen Bank has not misplaced your payments,please review your bank statements to ensure all payments have posted to your account. In August of 2021, we reversed $367.58 in fees and applied the funds as payments making you due for your 08/18/2021 payment, because it appeared that your intent was to make your payments on time. It is not too late to complete the Auto Pay Form and Loan Due Date Change Agreement, these can be found on our website. We can not help you until you can supply us with proof of payments.
            • Complaint Type:
              Billing/Collection Issues
              Status:
              Answered
              I had a account with freedom Road Financial The motorcycle was stolen and State Farm and Gap Insurance paid for it freedom Road Financial was harassing me calling me constantly and sending me letters and also threatening me that they were going to garnish my paycheck they are reporting incorrect information on my credit report I did not have another choice them to file for bankruptcy because of their harassment and the account is affecting my credit big time.

              Business response

              10/25/2022

              ************** ********* ****** BBB Compliant
              FreedomRoad Financial on 10/13/2021 received and approved a loan application for the purchase of a motorcycle for customer ********* ****** in the amount of $24,539.70.  On 10/13/2021 customer signed a contract and acknowledged that they understood and agreed to all the terms on the contract. The loan term was 60 months, the first payment was due on 11/13/2022.  During collection efforts on 12/20/2021 FreedomRoad Financial was told by the customer that the unit had been stolen, and a police report was filed.  At this time the customer was advised to make monthly payments because insurance settlement can take a while.  Customer stated during conversations they would make a payment.  On 03/18/2022 the customer informed us that she had filed bankruptcy. Bankruptcy was filed on 04/20/2022. FreedomRoad Financial received an insurance check for $20,897.86 on 07/18/2022 and GAP check for $1,147.47 on 09/08/2022 leaving a current payoff balance of $4,031.53 as of 10/24/2022. During this time frame between 11/13/2021 and 10/24/2022 the customer made no payments as required per the signed contract. FreedomRoad Financial is reporting correctly to the credit reporting companies, showing past due for 12/13/2021, 01/13/2022, and 02/13/2022. FreedomRoad Financial stopped reporting as of 03/2022 when notified the customer had filed bankruptcy.

              Customer response

              10/27/2022


              Complaint: ********

              I am rejecting this response because:

              Sincerely,

              ********* ****** *********

              like I stated on my letter I receive harassment from Freedom Road  Financial multiple times they keep calling me every day harassing me telling me that they were going to garnish my paycheck if I do not pay and that they were going to report me to the credit bureaus I also receive multiple letters from them and emails from Jasmine P******** , Daniel K****** and from Briana J****** they keep sending emails nonstop those people that I mention work for collection specialist for  freedom Road they cost me a lot of stress I also came out positive for Covid and was without a job for more than 4 weeks I did explain that to freedom Road when I spoke to them on the phone they didn’t understand The harassment continue they keep saying they were going to garnish my paycheck and report me to the credit bureaus I believe the Best way to fix this is to remove the account completely from my credit report for all the pain and suffering that freedom Road cost to me .

              Business response

              10/28/2022

              *********,
              You took a loan out with FreedomRoad Financial and signed a note that you would pay the loan back per the terms of the note. When payments are not made, our collection staff calls customer inquiring about the status of the payment(s) due. Calls are not made to customers that pay per the terms of their note.  Like other lenders, FreedomRoad Financial reports past due loans to the credit bureaus and our collectors were informing you of this.  This information is also contained in your promissory note. In the notes for your account, a collector in March 2022 stated that she informed you that FreedomRoad may look into other legal means to collect our debt.  This could include lawsuits and garnishment.  As a lender, we are entitled to take any action permitted under applicable law and we inform our customers of the possible actions that we might take so that they are aware of those actions before they occur.  We will not change the reporting on this loan as we are obligated to report accurate information to the credit bureaus, which we are doing. With that being said, as a courtesy the Bank did remove the one 90 day past due from your credit report. The loan will not be removed from reporting.

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