Complaints
This profile includes complaints for Community Choice Financial, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 437 total complaints in the last 3 years.
- 140 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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.
Initial Complaint
Date:07/15/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Loan terms of the loan were not fully explained to me when loan was originally made. I feel like I was taken advantage of. I also believe that Title Max takes advantage of the less fortunate people. The payments are ridiculous and unaffordable.
There were several fees pointed out to me once I was late on my payment July 14, 2025. The APR is 147.88 %. The interest rate is 11%.I do have mental disabilities that make it difficult to understand some things but I definitely don’t recall those fees. I tried to get help from them of some sort but they refused to assist me. I visited one of their stores 7/14/2025, I contacted them via telephone on 7/11/25 once then twice on 7/14/2025. I don’t have another dime to give as I’ve used all of my resources I have.
Please help me.
Business Response
Date: 07/17/2025
*******************
Thank you for the opportunity to respond to the complaint
filed by ***** ****** (Complainant).
TitleMax of Texas, Inc., DBA TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in
resolving consumer concerns. We are happy to provide this response.
To summarize, the
Complainant states the loan terms were not fully explained upon origination.
They sought to receive help but were refused and they now request the loan be
adjusted to a zero balance.
TitleMax of
Texas, Inc., DBA TitleMax is a registered Texas Credit Services Organization (“CSO”)
and assists consumers in obtaining loans from willing, unaffiliated lenders,
servicing the resulting loan. TitleMax charges a CSO fee in the amount
permitted by Texas law.
A review of
TitleMax records revealed that on August 5, 2024, the Complainant obtained a
loan with First Star Financial, LLC in the principal amount financed of
$2,233.00 at a storefront in Plano, TX. The Complainant granted a security
interest in a 2013 Lexus ES 350 with a VIN ending in ******. The loan was
contracted to be repaid in full in the amount of $2,656.25 on September 4,
2024. On September 4, 2024, the Complainant made a payment of $423.25 and
refinanced their existing loan of $2,233.00. The loan was contracted to be
repaid in full in the amount of $2,656.25, due October 4, 2024.
Between October
4, 2024, and February 7, 2025, the Complainant refinanced their loan on five
(5) more occasions, borrowing an additional $12,167.00 total. The current
refinance was completed on February 7, 2025, in which the Complainant made a
payment of $416.98 and refinanced their existing loan of $11,233.00, borrowing
an additional $3,167.00. The loan was contracted for a total of five (5)
payments due monthly beginning March 14, 2025, with the first fees and interest
payment being $1,985.79, the following three (3) fees and interest payments in
the amount of $1,730.44, and a final payment of $16,746.71, which represents
the final CSO fee along with the principal and interest to the lender, due July
14, 2025.
Payment history
on the most recent refinance indicates there have been six (6) payments made on
the loan, with one (1) of those being a partial payment. When the final payment
was not made in full on July 14, 2025, the account entered a past due status.
As of the date of this response, the Complainant’s account currently has a past
due balance of $16,713.73 but is subject to change due to interest and/or fees
that may be accruing.
Regarding the
Complainant’s claim that the loan terms including fees were not explained, at
the time of the loan origination and each refinance, the Complainant signed a
Loan Agreement and Promissory Note that clearly disclosed the annual percentage
rate, finance charge, amount financed, total of payments and the repayment
schedule in accordance with the Federal Truth-in- Lending Act and Regulation Z.
Additionally, the Complainant signed a Credit Services Contract that outlines
the fees due to the CSO for the services they provided.
It is also
important to note that a TitleMax employee explained the terms and conditions
to the Complainant. By signing the agreements, the Complainant acknowledged
their understanding of the terms and conditions of the loans. Furthermore,
multiple refinances were completed by the Complainant using TitleMax’s online
web application which allows the customer to move at their own pace to ensure
full understanding of any and all documents presented to them prior to signing.
In response to
the Complainant’s claim of TitleMax’s unwillingness to engage in hardship
accommodation, our records show that on July 14, 2025, a TitleMax employee from
their local storefront reached out to the Complainant to discuss potential
options regarding their loan.
TitleMax abides
by all State and Federal laws and regulations governing the financial products
we offer consumers. We believe the conditions of the loan were clearly
disclosed and have found no evidence of wrongdoing. If the Complainant has
further questions, we encourage them to contact the local storefront.
We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at *****************************
Sincerely,
Consumer Protection
PO Box 550
Cleveland, TN 37364Customer Answer
Date: 07/17/2025
The loan terms were not clearly explained during each refinance. Tons of fees were not explained. Furthermore, it’s odd that my loan contracts aren’t available online for review. I had to go into the store on July 14, 2025 to obtain my current contract. I was never able to access the contacts online for further review each time I increased my loan amount. I believe I was given a copy of the initial contract which was a significantly lower loan amount than it is now. That, I’m certain of. The amount was so low that I assumed the loan would always be affordable. My psychiatrist is still trying to stabilize my mental illnesses effects. I believed I was feeling ok with my initial loan but clearly I was not. This is my first time getting a title loan in my life. It all started with title max. I was clearly manic for sure from the beginning. Yes, I was making the payments on time, however being manic is part of my mental illness. I think I’m ok to make decisions and make good choices most of the time. I was unaware that I was making poor choices until I would tell my family or my psychiatrist.
As stated in my initial complaint, I contacted the store once on July 11, 2025 and twice July, 14, 2025 and also visited a title max store that day as advised by my parents. No one at title max was interested in assisting me. The associates at the Plano location encouraged me to come up with the money when I called on July 11, 2025. This is insulting because if I were able to come up with the money, I’d give it to you. I was really trying to get help from you guys with this situation. Clearly I had good intentions as I’ve been paying the loan on time. I’m not a bad person. I’m praying there is something we can agree on but the current loan amount and terms are impossible for me.
Again, I believe that I was mislead this entire time. I believe this is a scam to take advantage of the desperate, poor and mentally ill. I have bi polar, ADHD and anxiety. I was not fully aware of what I was getting myself into when this loan was made as I was manic and am most days. Unfortunately, I’m never aware of being manic until someone else notices. I wasn’t aware until I recently told my parents and psychiatrist about the loan. They were floored! They were wondering where all my money has been going monthly and I was unable to explain because I thought a loan of this such was normal to obtain. Again, I’m praying we can reach a solution that works for both of us.
I’ve spoken to my attorney and was advised that I could file Bankruptcy Chapter 7 to wipe out this debt. I was also advised of other legal options. I really don’t want to use yours, mine, my psychiatrists or my families time by seeking further legal action. I’d rather us work out something that works for title max and myself.
It seems that it would be in title max’s best interest to help us both by reaching a solution.
I get title max makes tons of money making these terrible loans. I also know title max would probably rather customers pay back the entire loan as they would make way more money off the loan than selling the vehicle at the auction. I feel these loans are predatory lending. Why lend someone way more than the vehicle is worth? I now know that nothing about this loan makes sense or in my best interest.
I can provide my psychiatrists contact info if needed. I have more documents to upload but this website only allows so many. Thanks for your time.
Regards,
***** ******Initial Complaint
Date:07/09/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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've paid way more then the amount owed, I truly do not understand what a title **** fee is. As you can see from the attached documents, I've paid each month for something, and the balance remains the same.
I have possession of my vehicle, so it's definitely not a stocking fee. Please explain more in it's entirety. Because for the first 2 months I paid 450 each month, then the other months ******. Can the amounts paid thus far be applied to the amount owed. Please explain.
Because my understanding was that i had to at least pay 350 to ****** monthly payments correct? I was reading through the documents when I first initially came in for the title loan, but was being rushed to read through, because someone was about to go to lunch or something, I don't quite remember. Then someone else began helping with the process, then someone had to be called. Please just explain what the payments I've paid this for is applied to.
Business Response
Date: 07/11/2025
July 11,2025
Better Business Bureau
******************************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ***** ****** (Complainant).TitleMax of *************, DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they have paid more than the amount owed and questions whether the amount paid can be applied to the amount owed. They further state that they were rushed when they initially came in and to their understanding,they had to make monthly payments. They request an explanation of where the payments are applied to.
TitleMax operates as a pawnbroker in accordance with Georgia law and does not issue traditional loans. Under a **** transaction, the entire balance of the **** becomes due in thirty (30) days. However, to the extent they chose not to pay the amount in full, they could, at a minimum, pay any outstanding charges and interest to either refinance the **** and enter into a new agreement or extend the existing transaction. Accordingly, each **** agreement signed by the Complainant states, among other things, the following which clearly identifies the transaction as a pawn:
This is a **** transaction. Failure to make your payments as described in this document can result in the loss of the pawned item. The pawnbroker can sell or keep the item if you have not made all payments by the specified maturity date. Failure to make your payment as described in this document can result in the loss of your motor vehicle. The pawnbroker can also charge you certain fees if he or she actually repossesses the motor vehicle.
A review of TitleMax records revealed that on July 31, 2024, the Complainant obtained a **** in the amount of $1,618.00 at a storefront in ******, **. The Complainant granted a security interest in a 2021 Can Am Spyder with a VIN ending in ******. The **** was contracted to be repaid in full in the amount of $1,876.72 on August 30, 2024. On August 16, 2024, the Complainant made a payment of $137.98 and refinanced their existing **** of $1,618.00. The **** was contracted to be repaid in full in the amount of $3,268.60, due September 15,2024.
Payment history on the refinance indicates there have been ten (10) payments made on the ****,each payment extending the **** by thirty (30) days, causing additional interest and/or fees to accrue. The Complainant currently has a balance of $3,170.25.
At the time of **** origination and refinance, the Complainant signed a **** Transaction Disclosure Statement and Security Agreement that clearly disclosed the annual percentage rate, finance charge,amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and Regulation Z. It is also important to note that a TitleMax employee explained the terms and conditions to the Complainant at **** origination and the Complainant also had ample time to review the documents.
The agreement includes notices on Extension and Continuation which state:
The initial term of the **** is 30 days, and the **** may be extended and continued for additional 30-day periods with the agreement of Pledgor and Pawnbroker. We may agree to extend the Maturity Date at our discretion. As a condition to extending the Maturity Date,for the initial extension and each subsequent extension, you must pay an amount equal to the then outstanding Pawnshop Charge (including any charges accrued after the Maturity Date, as described in Section 7 below), and (b) satisfy Pawnbrokers applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original **** will be continued. By signing this agreement, the *********** acknowledged their understanding of the terms and conditions of the ****.
Please note that under a 30-day ****, the expectation is for the Customer to pay in full on or before the expiration date. Rather than paying the balance in full, the Complainant elected to pay the outstanding pawnshop charges and interest and enter into a new **** transaction for an additional thirty (30) days and completed ten (10) extensions, thereby accruing additional charges. TitleMax ensures that all fees and interest charged are in compliance with all applicable State and Federal laws and regulations.
TitleMax encourages customers to use this product as a short-term financial solution. The balance may be paid back at any time with no penalty for early payoff. Further, customers may cancel the agreement by returning the check by which TitleMax disbursed the **** proceeds or an equivalent amount of cash to us by the close of business on the business day following the date of the agreement.
TitleMax believes that the conditions of the **** were clearly disclosed. We encourage the Complainant to call **************** at ************** for questions regarding their account.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Customer Answer
Date: 07/12/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint. I just needed clarification, because making 350 payments each month and then making two ****** payments is a lot. Especially because it exceeds the amount owed. There are still holes in this. And some things unanswered. However I just do not have the time not resources to fully address the matter.
Regards,
***** ******Initial Complaint
Date:07/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
1. Date of Transaction July 8th
2. The amount borrowed was $3,394.94.So far, I have paid TITLEMAX over $10,326.05.
3. The business has committed to providing me with a loan with good terms as they advertised. TITLEMAX has advertised that an easy way to solve some financial problems is by getting a title loan.
4. The nature of the dispute is that I feel as though TITLEMAX has PREYED upon my vulnerability by charging me excessive fees. My payoff amount is now $3,738.45 which is more than the borrowed amount. With a high APR of 152.08% that means my monthly interest rate and payments averages around 12.67% which is more than the 12.5% allowed under Title 44 - PROPERTY (§§ ****** * *******) Section 44-12-131.
The original loan amount of $3,394.94 multiplied by 152.08% equates to $5,163.02 per year. For example, $5,163.02 multiplied by the 2 years that I have been paying on the loan equates to $10,326.05 which is now 3 times more than what I borrowed, and their contract does not state that. TITLEMAX’S contract does not state in a conspicuous manner that I will have paid $5,163.02 per year nor does their contract conspicuously state that I would have paid $10,326.05 if the loan is not paid off in 2 years. For the record, I have been paying on this contract for 2 years and in no time soon, will the pawn be paid off.
5. The business has not tried to resolve the issue. I repeatedly received threats that my vehicle will be repossessed if I don’t make payments on time. In addition, I can only make payments in Georgia. I travel to my church in Alabama 2 times per month which sometimes causes issues making payments.6. I the issue involves advertising as TITLEMAX advertises that it’s easy to get a title loan to resolve financial issues. That is false advertisement because getting a title loan from TITLEMAX has put me in more debt than they originally advertised.
7. Please see the attached document explaining the entire process. All evidence can be provided if needed.Business Response
Date: 07/11/2025
*********
Thank you for the opportunity to respond to the complaint
filed by ***** ***** (Complainant).TitleMax of Georgia, Inc., DBA TitleMax, a member of Community Choice
Financial® family of brands, appreciates the role of the Better
Business Bureau in resolving consumer concerns. We are happy to provide this
response.
To summarize, the Complainant claims TitleMax provided them
with a loan, and they were not told about the Annual Percentage Rate (APR).
They also claim they were charged excessive fees. They feel this is predatory
lending and allege various violations of laws. The Complainant states they have
been paying for two (2) years and in no time soon will the pawn be paid off.
They state they receive threats that their vehicle will be repossessed and
request either a cancellation of debt or a severe reduction in APR.
Contrary to the Complainant’s statement of being provided a
loan, TitleMax operates as a pawnbroker in accordance with Georgia law and does
not issue traditional loans. Under a pawn transaction, the entire balance of
the pawn becomes due in thirty (30) days. However, to the extent they chose not
to pay the amount in full, they could, at a minimum, pay any outstanding
charges and interest to either refinance the pawn and enter into a new
agreement or extend the existing transaction. Accordingly, each pawn agreement
signed by the Complainant states, among other things, the following which
clearly identifies the transaction as a pawn:
“This is a pawn transaction. Failure
to make your payments as described in this document can result in the loss of
the pawned item. The pawnbroker can sell or keep the item if you have not made
all payments by the specified maturity date. Failure to make your payment as
described in this document can result in the loss of your motor vehicle. The
pawnbroker can also charge you certain fees if he or she actually repossesses
the motor vehicle.”
A review of TitleMax records revealed that on September 29,
2022, the Complainant obtained a pawn in the amount of $3,768.00 at a
storefront in Clarkston, GA. The Complainant granted a security interest in a
2015 Nissan Versa Note with a VIN ending in ******. The pawn was contracted to
be repaid in full in the amount of $4,332.82 on October 29, 2022. On November
5, 2022, the Complainant made a payment of $700.00 and refinanced their
existing pawn of $3,742.72. The pawn was contracted to be repaid in full in the
amount of $4,303.75, due December 5, 2022, before the Complainant was granted
one (1) extension.
Between January 7, 2023, and July 6, 2025, the Complainant
refinanced their pawn on seventeen (17) more occasions, borrowing an additional
$463.00 total and completing fourteen (14) extensions. The current refinance
was completed on July 6, 2025, in which the Complainant made a payment of
$591.93 and refinanced their existing pawn of $3,738.45. The pawn is contracted
to be repaid in full in the amount of $4,205.76, due August 5, 2025.
At the time of pawn origination and upon each refinance, the
Complainant signed a Pawn Transaction Disclosure Statement and Security
Agreement that clearly disclosed the annual percentage rate, finance charge,
amount financed, total of payments and the repayment schedule in accordance
with the Federal Truth in Lending Act and Regulation Z. It is also important to
note that a TitleMax employee explained the terms and conditions to the
Complainant at pawn origination. Further the Complainant has previously had
this same type of pawn transaction for separate series of pawns since 2017. In
addition, multiple refinances were completed by the Complainant using
TitleMax’s online web application which allows the customer to move at their
own pace to ensure full understanding of any and all documents presented to
them prior to signing.
The agreement includes notices on Extension and
Continuation which state:
“The initial term of the Pawn is 30
days, and the Pawn may be extended and continued for additional 30-day periods
with the agreement of Pledgor and Pawnbroker. We may agree to extend the
Maturity Date at our discretion. As a condition to extending the Maturity Date,
for the initial extension and each subsequent extension, you must pay an amount
equal to the then outstanding Pawnshop Charge (including any charges accrued
after the Maturity Date, as described in Section 7 below), and (b) satisfy
Pawnbroker’s applicable criteria for extensions. If you do not request
additional funds as part of your extension request, then the original Pawn will
be continued.” By signing this agreement, the Complainant acknowledged their
understanding of the terms and conditions of the pawn.”
Please note that under a 30-day pawn, the expectation is for
the Customer to pay in full on or before the expiration date. Rather than
paying the balance in full, the Complainant elected to pay the outstanding
pawnshop charges and interest and enter into a new pawn transaction for an
additional thirty (30) days on multiple occasions or complete an extension,
including on one (1) occasion borrowing additional funds, thereby accruing
additional charges. The Complainant was also late in making their payment on
several occasions, which caused the pawn to accrue additional interest as well
as expired fees. TitleMax submits that all payments and fees were properly
applied to the account in accordance with the pawn agreement and not excessive
as the Complainant claims. TitleMax ensures that all fees and interest charged
are in compliance with all applicable State and Federal laws and regulations.
TitleMax encourages customers to use this product as a
short-term financial solution. The balance may be paid back at any time with no
penalty for early payoff. Further, customers may cancel the agreement by
returning the check by which TitleMax disbursed the pawn proceeds or an
equivalent amount of cash to us by the close of business on the business day
following the date of the agreement.
TitleMax believes that the conditions of the pawn were
clearly disclosed and finds no discrepancy or concern in how the transaction
was processed, therefore their debt will not be cancelled, nor will the APR be
reduced. We encourage the Complainant to call Customer Service at ###-###-#### for questions regarding their account.
We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at *****************************
Sincerely,
Consumer Protection
** *** ***
********** ** *****Initial Complaint
Date:07/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- 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 inquired about payday loans through speedy cash, their website advises that a soft inquiry would be performed. I also contacted a representative after reading the verbiage in their application and was reassured it would not be a hard inquiry only a soft inquiry through transunion. I decided to not submit an application, yet still got a hard inquiry through equifax and transunion. I am requesting for this deceptive and fraudulent inquiry be removed.Customer Answer
Date: 07/07/2025
My credit was ran by this company without my knowledge or consent. I spoke to a representative who assured they only run soft inquiries to verify information through transunion, which reiterates the information on their site. Their credit disclosure has different verbiage, so I decided to not accept or move forward to submit an application. An application was processed on my behalf regardless, and a report was ran through transunion AND equifax. I have screenshots and recordings of being advised this is a soft inquiry, as well as messages urging me to complete an application (since I did not). I have already reported this to the **** bank for fraud, and demand the removal of the fraudulent inquiry from my credit report immediately.Business Response
Date: 07/11/2025
July 11,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** ******* (Complainant). Speedy Cash, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant claims they were told they would not receive a hard inquiry, but they did, even though they chose not to submit their application. They request a correction to their credit report.
A review of Speedy Cash records revealed that the *********** submitted a loan application online on July 2, 2025. The application was subsequently approved; however, the Complainant did not sign the loan agreement and contacted **************** to close the loan application.
It is important to note that as a part of the credit application submitted, the Complainant agreed to the application terms outlined in the Consumer Credit Inquiry and Reporting Agreement which states, By submitting below, I authorize [Entity Name] and their lawfully designated agents, contractors, employees, successors, assigns,and affiliates (collectively, the Authorized Parties) to contact any person or companies, including credit reporting agencies, to verify information the Authorized Parties may require now, and in the future, while attempting or providing credit services for or to me or collecting any debt due. I also authorize and consent to the Authorized Parties using such information for other purposes, including obtaining applicable criteria bearing on my credit worthiness, to administer any loan or account I may obtain, for other credit-related purposes connected with any loan or account I may obtain or maintain, to offer other products and services, and for any other uses and purposes permitted by law.
By submitting the credit application, the Complainant provided Speedy Cash with a permissible purpose and authorization to access their credit history. Further, it is important to note that the attachment provided by the Complainant that references the credit check does not appear to be from our companys website, but from our Canada branch.
Speedy Cash advises consumers when they apply that credit history is one of many factors considered in credit decisions. Speedy Cash believes that the consumer was provided with accurate and clear information regarding the credit application process. Given there were no loans underwritten under the Complainants name, as a gesture of goodwill, we have requested the credit inquiries initiated by the application submitted to Speedy Cash be deleted from their credit report. Please note it may take up to 90 days for the deletion requests to be reflected.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Customer Answer
Date: 07/17/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
******Initial Complaint
Date:07/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
BBB transcribed from hard copy complaint form forwarded from another BBB via email:I applioed for a ****** loan. My payment was supposed to be ***** a month.Look at my bank statemewnt they had withdrew ****** dollars out of my account without any notice.Business Response
Date: 07/03/2025
July 3,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by Prentence *******
(Complainant). TitleMax of ***********, DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states their payment was supposed to be $95.00 a month and they noticed on their bank statement that $250.00 was withdrawn without notice instead.
TitleMax of ***********, DBA TitleMax is a registered Texas Credit ********************* (***) and assists consumers in obtaining loans from willing, unaffiliated lenders. TitleMax services the loan but is not a lender in *****. TitleMax charges a CSO fee in the amount permitted by Texas law.
A review of TitleMax records revealed that on April 16, 2025,the Complainant obtained a loan with First Star Financial in the amount of $500.00 at a storefront in ********, **. The loan was contracted for a total of five (5) payments due monthly beginning April 28, 2025, with the first fees and interest payment being $98.61, the following fees and interest payments in the amount of $250.55, with a final payment of $768.78, which represents the final CSO fee along with the principal and interest to the lender, due August 28,2025.
At the time of loan origination, the Complainant signed a Loan Agreement as well as the Credit Services Contract that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and ********************* the Complainant designated on their loan agreement they agreed to repay the loan by electronic payments. By signing the agreement,the *********** acknowledged their understanding of the terms and conditions of the loan.
Contrary to the Complainants claims of agreeing to $95.00 per payment and not being notified of the payment amount, the agreement clearly disclosed the repayment terms including the first payment being $98.61 and the subsequent payments in the amount of $250.55, and lastly the final payment being $768.78.
Payment history indicates there have been two (2) payments made on the loan. As of the date of this response, the Complainants account currently has a past due balance of $349.16 to bring the account but is subject to change due to interest and/or fees that may be accruing. Please note that the payment attempt for the payment due June 28, 2025, returned unsuccessfully.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. We encourage the Complainant to call the local storefront at ************** for questions regarding their account, including repayment options.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Initial Complaint
Date:07/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 wife, ***** ********, and I, aquired a title loan about 3 1/2 years ago on our 2004 Dodge 1500. We didn't realize at the time how much the interest would be each month, at the time, nor how long it would take to pay it back.
At that time, there was a young lady named ****** that worked there that was so sweet and very helpful. She would personally call us and let us know when and if we were late and very honest with us about how her company worked and what to expect if we defaulted on the payment and what the rules were. We were never getting to pay on the principal since the interest rate was so high. ****** had suggested different options in order to pay off the loan quicker but none of those options panned out for us.
Then something changed in late 2023. We were a few days late on our payment and began recieving harrassing phone calls, telling us "..Come by our office and make a payment or else" and it wasn't Shelby.. ********* called her on Thursday and told her that I would get paid late the next day and that we could come in on Sat. (they had normally been open on Sat. back then.) This lady informed me that they weren't open on Sat. I asked to speak to ****** and I was rudely told that she was no longer employed there and that I would need to talk to the woman who answered the phone. I then informed her that I will come in on late Fri. She that it would be great.
Two hours later they were pulling my car out of the driveway. I called and she pretended to not know a thing about it and that "Corperate" makes those decision and its out of their hands.
Fast forward to June 13, 2025. My wife caught our loan up to date by paying the $500 to do so. She paid it online which was more convieient.Basically, they are not recognizing are payment having been made because we didn't sign the paperwork in the app that doesn't work to begin with and theyre wanting to repo the truck even though they ve been paid in full. ********* mentioned getting atty. **** shut off talks
Business Response
Date: 07/03/2025
Thank you for the opportunity to respond to the complaint filed by ******* ******** (Complainant).TitleMax of *************, DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they did not realize how much the interest would be each month or how long it would take to pay the loan back. They claim to receive harassing phone calls when they were late and at one point,their vehicle was repossessed after they advised they planned to make a payment. On June 13, 2025, they state their wife paid $500.00 online but the payment is not recognized as being made due to the paperwork in the app not working. The Complainant requests the payment be recognized as made and the $220.00 penalty be removed as well as to cease any repossession action.
It should be noted that contrary to the Complainants statement of receiving a loan, TitleMax operates as a pawnbroker in accordance with Alabama law and does not issue loans. Under a **** transaction, the entire balance of the **** becomes due in thirty (30) days. However, to the extent they chose not to pay the amount in full, the Complainant could, at a minimum,pay any outstanding charges and interest to refinance the **** and enter into a new agreement.
A review of TitleMax records revealed that on October 10, 2022, the Complainant obtained a **** in the amount of $1,500.00 at a storefront in *******, AL. The Complainant and Pledgor granted security interest in a 2004 Dodge Ram 1500 with a VIN ending in ******. The **** was contracted to be repaid in full in the amount of $1,694.85, due November 9, 2022. On November 12, 2022, the Complainant made a payment of $214.34 and refinanced their existing **** of $1,500.00. The **** was contracted to be repaid in full in the amount of $1,694.85, due December 12, 2022.
Between November 17, 2022, and May 2, 2025, the Complainant refinanced their **** on twenty-one (21) more occasions, borrowing an additional $1,711.00 total. The current refinance was completed on May 2, 2025, in which the Complainant made a payment of $585.00 and refinanced their existing **** of $2,754.43. The **** was contracted to be repaid in full in the amount of $3,112.23, due June 1, 2025.
Payment history on the most recent refinance indicates there have been two (2) payments made on the ****. As of the date of this response, the Complainants account currently has a past due balance of $2,968.11 but is subject to change due to interest and/or fees that may be accruing.
At the time of origination and upon each refinance, the Complainant and Pledgor signed a **** Ticket and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, number of payments and the repayment date in accordance with the Federal Truth in Lending Act and Regulation Z. A TitleMax representative also explained the terms and conditions of the **** prior to the Complainant and ***Pledgor signing their documents.
As outlined in their agreement concerning Funding; Prepayment,Payments, and Application of Payments; Renewal:
Lender will fund the proceeds of the **** by check. ****** may offer other funding methods in its discretion. ****** accepts payments by cash, cashiers check, money order, debit card or other method specified by Lender from time to time. If we are not open on the Maturity Date, we will treat payments made on the next business day as timely made. You may prepay in full at any time without additional charge, fee or penalty. If you prepay the **** in full, and do not enter into a new **** with us at such time, then you will not be entitled to a rebate and/or refund of any part of the Pawnshop Charge for this ****. If you prepay in full by entering a new transaction with us, then the Pawnshop Charge will be prorated based on the number of days from the **** Transaction Date of this Agreement and the date of the new transaction. We apply payments first to the outstanding Pawnshop Charge and then principal. If you do not redeem the Vehicle, you may request that we enter into a new **** transaction with you. We may agree to do so in our discretion. As a condition to entering into a new **** transaction with us, you must pay the then outstanding Pawnshop Charge (including any charges accrued after the Maturity Date, as described in Section 6 below), satisfy Lenders applicable underwriting criteria, and enter into a new **** Ticket and Security Agreement with Lender.
Further, to address the concern regarding their vehicle being repossessed, as stated in the section titled Default and Repossession:
If you fail to timely pay any amount payable hereunder when due, then your account will be in default. You also will be in default if you made any false representation warranty, promise, or provision in or in connection with entering into this Agreement. We may take possession of the Vehicle upon your default. We or our recovery vendor may take possession of the Vehicle without judicial process if doing so can be done without breaching the peace. We may not sell the Vehicle before the 30th day following the Maturity Date.
It is important to note that multiple refinances were completed by the Complainant and ***Pledgor using TitleMaxs online web application which allows the customer to move at their own pace to ensure full understanding of any and all documents presented to them prior to signing. By signing the agreements,the Complainant and ***Pledgor acknowledged their understanding of the terms and conditions of each agreement.
Concerning the Complainants allegation of harassing calls, the purpose of our calls is to reestablish communication, as recovery of a vehicle is the last resort. As a result, TitleMaxs intent is not to harass, but to work with consumers regarding repayment options. TitleMax is committed to treating its valued customers in a fair, honest, and transparent manner. TitleMax reasonably ensures that its development, delivery, and servicing of products will not result in an act or practice that is unfair, deceptive, or abusive.
Pertaining to the Complainants statement regarding a prior repossession, TitleMax submits this was a valid repossession. The repossession occurred for a prior refinance that was obtained on September 13, 2024, and was due in full on October 13, 2024. After the full payment was made, the account entered into default status, and the vehicle was eventually repossessed on December 13, 2024, due to continued non-payment.
Lastly, regarding the payment made on June 13, 2025, the payment was recognized and applied to the account balance contrary to the Complainants claims. Unfortunately, the Complainant and Pledgor failed to sign the new agreement online to complete the refinance. The ***Pledgor spoke with TitleMax twice on June 16, 2025, and June 18, 2025, and stated they would come in that week but failed to do so. As a result, another payment must be made to satisfy any accrued pawnshop charges, fees, and interest, in order to successfully refinance. Please note that the online portal is a convenient option available to our customers, however, in the event of any difficulties, the alternative option is to visit their local storefront to sign the new agreement.
TitleMax believes that the conditions of the **** were clearly disclosed and finds no discrepancy or concern in how the transaction was processed,therefore no adjustment will be made. We encourage you to call **************** at ************** for questions regarding your account.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Customer Answer
Date: 07/17/2025
We paid it up and still have the vehicle. Our point of the complaint was that we have been dealing with this company for close to three years and we have paid in person and online. The online payment has messed up on us before and the girl named Shelby who we had dealt with from the beginning, always said" That's fine just come by the office as soon as you can and of course we did. Sometimes not the same day but we did. No mention of being penalized or the truck may repsesed. These new people we re dealing with want to strong arm us and lie to to us about who 8s responsible for thr repo. Local office say that's Corp office. Corporate says its locals. They are a predatory loan business, NOT a pawn shop. We ve paid them over $10,000.00 on a $3,000.00 truck.Initial Complaint
Date:06/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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'm paying towards my loan but instead of my payments decreasing they're increasing I've called and reported to them to their higher source but nothing is being basically they're telling me I have to pay it or have my car repoBusiness Response
Date: 07/02/2025
July 2,2025
Better Business Bureau
******************************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ******* ********* (Complainant).TitleMax of ***********, DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states their payments are increasing instead of decreasing despite making payments. They request a billing adjustment.
TitleMax of ***********, DBA TitleMax is a registered Texas Credit ********************* (CSO) and assists consumers in obtaining loans from willing, unaffiliated lenders. TitleMax services the loan but is not a lender in *****. TitleMax charges a CSO fee in the amount permitted by Texas law.
A review of TitleMax records revealed that on July 13, 2020,the Complainant obtained a loan in the amount of $1,303.13 with ************************ at a storefront in ********, **. The Complainant granted a security interest in a 2012 ****** Altima with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $1,497.57 on August *******. On July 23, 2020, the Complainant made a payment of $186.34 and refinanced their existing loan of $1,303.13. The loan was contracted to be repaid in full in the amount of $1.497.57, on August 22, 2020.
Between July 23, 2020, and July 1, 2025, the Complainant refinanced their loan on fifty-one (51) more occasions, borrowing an additional $3,706.00 total. The current refinance was completed on July 1, 2025, in which the Complainant made a payment of $388.74 and refinanced their existing loan of $2,588.99. The loan is contracted to be repaid in full in the amount of $2,975.31, due July 31, 2025.
At the time of loan origination and upon each refinance, the Complainant signed a Loan Agreement as well as the Credit Services Contract and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and **************** signing the agreements, the *********** acknowledged their understanding of the terms and conditions of the loan.
Furthermore, several refinances were completed by the Complainant using TitleMaxs online web application which allows the customer to move at their own pace to ensure full understanding of any and all documents presented to them prior to signing. Please note that at times, the lender, loan product, and repayment terms changed on occasion during these refinances. There were times when the Complainant obtained a loan product contracted to be repaid in thirty (30) days, while other refinances had a loan product to be repaid in five (5) months.
Under a thirty (30) day transaction, the expectation is for the customer to pay in full on or before the expiration of the thirty (30) day term. Rather than paying the balance in full, however, the Complainant elected to pay any outstanding interest and fees, refinance the loan, borrow additional funds on multiple occasions, and enter into a new transaction for an additional thirty (30) days on each occasion after that, thereby accruing additional charges.
TitleMax encourages customers to use this product as a short-term financial solution. Paying more than the minimum payment due is also encouraged to help reduce the balance and interest fees. The balance may be paid back at any time with no penalty for early payoff. Further, customers may cancel the agreement by returning the check by which TitleMax disbursed the loan proceeds or an equivalent amount of cash to us within three (3) days following the date of the agreement.
TitleMax believes that the conditions of the loans were clearly disclosed and cannot find any evidence of wrongdoing, However, given the number of payments received, as a gesture of goodwill, TitleMax is willing to settle the account for $1,000.00 to be repaid on or by July 31, 2025. The Complainant may make two (2) separate payments on or by July 31, 2025, if they wish to do so. Once the settlement terms are fulfilled, we will release the Complainants vehicle title and provide the appropriate lien release. The Complainant may contact the local storefront directly, reachable at *************, to make arrangements for a settlement agreement to be signed.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Initial Complaint
Date:06/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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 vehicle was repossessed by title bucks. They took my vehicle to *** auction place where they auction off the vehicles. I paid my title loan ***** we had a settlement for this amount. Tell me why we were notified today June 26 that or vehicle was getting sold yesterday? So what would have happened if it did and the money we paid? I was given an appointment today to pick up my vehicle. My vehicle was damaged inside the ripped my sticker off and the plates off. They put in another key also. Im asking for my title and I get a back and forth saying neither company has my titleBusiness Response
Date: 07/02/2025
July 2,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** ******* (Complainant).TitleMax of ***********, DBA TitleBucks, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states that their vehicle was repossessed and they paid the settlement amount but have not received their title. They were also notified that their vehicle was being sold the day ******** addition, they claim their vehicle sustained various damages and requests an apology, half their payment back, and an explanation.
TitleMax of ***********, DBA TitleBucks is a registered Texas Credit ********************* (CSO) and assists consumers in obtaining loans from willing, unaffiliated lenders. TitleBucks services the loan but is not a lender in *****. TitleBucks charges a CSO fee in the amount permitted by Texas law.
A review of TitleBucks records revealed that on June *******, the Complainant obtained a loan in the amount of $3,350.00 with ******************* Partnership at a storefront in *************, **. The Complainant granted a security interest in a 2008 Chevrolet Suburban with a VIN ending in ******. The loan was contracted to be paid off over the course of five (5) months beginning July 15, 2022, with the first fees and interest payment being $$528.50, followed by three (3) fees and interest payments of $507.85,with a final payment of $3,999.36, representing the final CSO fee, the principal, and the lender interest, due November 15, 2022.
At the time of loan origination, the Complainant signed a Loan Agreement as well as the Credit Services Contract and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and **************** signing the agreements, the *********** acknowledged their understanding of the terms and conditions of the loan.
Payment history indicates there were five (5) payments made on the loan. When the minimum payment was not made on November 15, 2022, the loan entered into a past due status. TitleBucks attempted to reach the Complainant multiple times regarding repayment options but was unsuccessful. Consequently,due to continued non-payment, the vehicle was recovered on June 2, 2025. A Notice of Our Intent to Sell Property was mailed to the address on file on June 9, 2025. This notice informed the Complainant that the vehicle would be sold after June 24, 2025, if a payment of $4,798.29 was not made. However, the Complainant agreed to a settlement payment of $3,900.00. The settlement amount was paid on June 23, 2025, and the Complainant was able to pick up the vehicle on June 26, 2025.
Concerning the claim of vehicle damage, it should be noted that the alleged damage occurred when the vehicle was recovered by an unaffiliated third-party vendor, and not while it was in possession by TitleBucks. The individuals assigned to recover the vehicle are not TitleBucks employees. Accordingly, any recourse the Complainant may have should be directed to the auction house, Insurance Auto Auctions (IAA), reachable at ************** or the recovery vendor, MVTrac, reachable at **************.
Regarding the Complainants title, the title was returned from *** to their local storefront on June 30, 2025, and the store front will reach out to the Complainant directly. The Complainant may pick up their title from the storefront during business hours.
TitleBucks believes that the conditions of the loan were clearly disclosed and finds no wrongdoing, therefore no refund will be provided. Should the Complainant have any additional questions or concerns regarding their account, we encourage them to contact TitleBucks directly at **************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Initial Complaint
Date:06/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
Loan ID: ***************** Customer ID: ********* In Sept 2023, I took a TitleMax loan and repaid $3,035.62. On Jan 10, 2024, I received a second loan for $4,350 and paid $2,347.11 toward it. I filed Chapter 7 bankruptcy in Arizona on July 25, 2024. TitleMax was notified. Despite the filing, late fees and interest continued between AugNov 2024, though they should have stopped upon filing. The bankruptcy was discharged Dec 24, 2024. During this period, I emailed TitleMax requesting a settlement and vehicle pickup but received no response. On Jan 9, 2025, I requested pickup againno action was taken, and collection calls resumed that same day. From June 913, 2025, I spoke with ***** at TitleMax corporate. She and her manager verbally confirmed a $3,500 settlement due by June 18. I requested it in writing but was told to send payment to receive the title and lien release. I again asked them to pick up the vehicle. The manager stated they did not want the car. On June 1617, I offered $2,500, then $2,000. ****** ******** (manager) said shed seek approval. ***** called back confirming $2,500 was approved if paid that day. I told her either my mother or **** ****** ********************** Adjuster) would pay. ********* at the Phoenix office confirmed the $3,500 offer was logged but not the $2,000. Later, TitleMax said the $2,500 offer was void due to third-party payment, despite previously allowing it. I emailed ****** ******** againno reply. On June 19, ****** acknowledged post-bankruptcy fees were invalid and recalculated the balance to $5,807.44. She said shed request removal. On June 20, ******** stated there were no notes, and the balance showed $6,765.27. A follow-up call to ******* was unproductive. To date, Ive paid $2,347.11 and attempted a $2,500 settlement, totaling $4,847.11. ********* offers have not been honored, post-bankruptcy fees remain, and collection calls resumed after discharge.Business Response
Date: 06/27/2025
June 27,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ***** ******* (Complainant).TitleMax of Arizona, ***** DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states TitleMax continued to charge interest and late fees after being informed of their Chapter 7 bankruptcy filing. After the bankruptcy was discharged, the Complainant alleges they made several attempts to arrange for the lender to pick up the vehicle with no success. They also claim the lender agreed to a settlement that was not honored, and post-bankruptcy fees are still being charged. The Complainant is requesting the lender honor the alleged verbal settlement agreement of $2,500.00, the removal of any fees charged during their bankruptcy, and a lien release.
A review of TitleMax records revealed that on January *******, the Complainant obtained a loan in the amount of $4,350.00 at a storefront in *******, **. The Complainant granted a security interest in a 2015 Chevrolet Camaro with a VIN ending in ******. The loan was contracted to be repaid in thirty-five (35) monthly payments of $579.14 beginning February 14, 2024, with a final payment of $577.10, due January 14, 2027.
Payment history indicates six (6) payments were made on the loan. When the minimum payment was not made on June 14, 2024, the account entered a past due status. On July 24, 2024, when the Complainant informed TitleMax of their bankruptcy case, all collection efforts were immediately halted. It is important to note that Chapter 7 title loans continue to accrue interest until the loan is either paid in full or charged off. The loan will also continue to incur late fees if the Complainant retains the vehicle and fails to make their payments. Account records revealed that the loan was charged off on September 13, 2024, therefore, all interest and fees assessed between July 25, 2024, and September 13, 2024, are accurate and valid.
To address the request for TitleMax to obtain possession of the vehicle, the Complainant may voluntarily surrender it at the TitleMax store where the loan originated during normal business hours.
Regarding the settlement that was not honored, we were unable to corroborate an approved settlement offer for $2,500.00. TitleMax requested images of the vehicle to confirm its condition according to the Complainant, but our records indicate they were not sent. On June 17, 2025, the ***************************** contacted TitleMax to request a payoff balance and advised the storefront that a check would be mailed in for the full balance. As a result, on June 18, 2025,the storefront informed the Complainant that we had accepted the proposed payoff from the insurance company.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. For questions related to the insurance payoff, the Complainant is encouraged to contact their insurance agency. For any other questions or concerns, they may contact TitleMax at **************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Customer Answer
Date: 06/27/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23499313
I am rejecting this response because:
Regards,
***** *******Customer Answer
Date: 06/30/2025
May I request this be escalated; there is still a discrepancy.. ********************* can not reinstate and propose to pay the full amount of a settlement I made. They're NOT my insurance company; they do not represent me they're soley a payer. They're the insurer's who was at fault in the car accident. Progressive can not represent me or make decisions on my behalf. As I first mention. The first settlement amount offered to me was $3500. I was given until 6/18/2025 by ***** who works for the company and allegedly is assigned to the loan. All calls are recorded and monitored I am requesting the calls be pulled. Also, the information stated is incorrect. I made a payment of $1000.00 in June 2024 which was more than the minuimum amount to be paid prior to the account going into default. This loan is the reason why I filed bankruptcy in July 2024. Also, you stated that fees aren't charged after charge off. The account went in chargeoff in Sept 2024. I was charged fees in October of 2024. Lastly, my bankruptcy attorney made arrangements for the car to be picked up. The tow driver never showed; I called multiple occassions. If TitleMax is the lien holder I should be charging the company storage fees for not picking up the vehicle after arrangements were made.Business Response
Date: 07/08/2025
July 8,2025
Better Business Bureau
******************************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by ***** ******* (Complainant). TitleMax of Arizona, ***** DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states TitleMax continued to charge interest and late fees after being informed of their Chapter 7 bankruptcy filing. After the bankruptcy was discharged, the Complainant alleges they made several attempts to arrange for the lender to pick up the vehicle with no success. They also claim the lender agreed to a settlement that was not honored, and post-bankruptcy fees are still being charged.
A review of TitleMax records revealed that on January *******, the Complainant obtained a loan in the amount of $4,350.00 at a storefront in *******, **. The Complainant granted a security interest in a 2015 Chevrolet Camaro with a VIN ending in ******. The loan was contracted to be repaid in thirty-five (35) monthly payments of $579.14 beginning February 14, 2024, with a final payment of $577.10, due January 14, 2027.
Payment history indicates seven (7) payments were made on the loan. When the minimum payment was not made on June 14, 2024, the account entered a past due status. On July 24, 2024, when the Complainant informed TitleMax of their bankruptcy case, all collection efforts were immediately ********* is important to note that title loans under Chapter 7 bankruptcy continue to accrue interest until the loan is either paid in full or charged off. The loan will also continue to incur late fees if the Complainant retains the vehicle and fails to make their payments. Account records revealed that the loan was charged off on September 13, 2024, therefore, all interest and fees assessed between July 25, 2024, and September 13, 2024, are accurate and valid. On July 7, 2025, a payment in the amount of $6,765.27 was posted to the account from *********************. The loan is now paid in full.
To address the request for TitleMax to obtain possession of the vehicle, the Complainant had the option to voluntarily surrender it at the TitleMax store where the loan originated during normal business hours.
In response to the allegation that an approved settlement that was not honored, we were unable to corroborate an approved settlement offer for $2,500.00. While a conditional settlement offer may have been discussed, nothing was finalized as TitleMax requested images of the vehicle to confirm its condition according to the Complainant. However, our records indicate the requested images were not received.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. TitleMax will continue to work with ********************* to release the lien on the vehicle. For any other questions or concerns, the Complainant may contact TitleMax directly at **************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Customer Answer
Date: 07/09/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23499313
I am rejecting this response because:Here is a link to listen to the voicemail from ****** a TitleMax **************** representative, confirming that a settlement amount of $2,000 was agreed upon with me ( ******************************** ) copy and paste the link into any browser select the play button.The voicemails supports my statement.
********************* is not my insurance provider and does not represent me in any capacity. Progressive is the insurer of the party responsible for the accident involving the vehicle. They are liable for paying their insureds debt related to the vehicle. Progressive contacted ***** at TitleMax to request the mailing address for the $2,000 settlement payment to remove the lien. After this contact, TitleMax changed its position and informed Progressive that, because they were an insurance company, the full payoff amount would be requiredthereby refusing to honor the original settlement agreed upon with me.
In a previous response, TitleMax incorrectly stated that *********** negotiated the full amount. This is factually inaccurate. Progressive cannot and did not negotiate any debt on my behalf, as they are not authorized to represent me.
Additionally, TitleMaxs claim that no charges were applied after September ********************************************* October 2024. Finally, despite having an open bankruptcy case at the time, I continued to receive collection calls from TitleMax, which is a violation of federal bankruptcy protections. I also have records of multiple calls I placed to TitleMax asking where to return the vehicle. This is a clear case of predatory lending and unlawful collection practices. If this matter cannot be resolved through BBB mediation, I will pursue legal action, including exploring class action litigation.
Regards,
***** *******Business Response
Date: 07/17/2025
July 17,2025
Better Business Bureau
******************************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by ***** ******* (Complainant). TitleMax of Arizona, ***** DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
As stated in our previous response, in response to the allegation that an approved settlement that was not honored, we were unable to corroborate an approved settlement offer for $2,500.00. While a conditional settlement offer may have been discussed, nothing was finalized as TitleMax requested images of the vehicle to confirm its condition according to the Complainant. However, our records indicate the requested images were not received.
On July 7, 2025, a payment in the amount of $6,765.27 was posted to the account from ********************** The loan is now paid in full,and the lien has been released. TitleMax considers this matter properly addressed and closed. For any other questions or concerns, the Complainant may contact TitleMax directly at **************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Initial Complaint
Date:06/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- 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.
There was a title loan received and paid and I attempted to sell the car and found there was a lean I contacted title max on 5:13/2025 and was told there was no longer a lean and the document of proof will be mailed and received in 30 days. The letter was not received I called they told me they have to investigate as to why this has not been done. I told them that this is very important and I need an update asap and I cannot wait another ************************************************************************************************************************ when it is not my faultBusiness Response
Date: 06/24/2025
June 24,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ******* *******
(Complainant). TitleMax of Virginia, ***** DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they paid off a title loan with TitleMax but there is still a lien on the vehicle. They claim they previously requested a lien release and were told they would receive it within thirty (30) days but still have not received it.
A review of TitleMax records revealed that on December *******, the Complainant obtained a loan in the amount of $1,015.00 at a storefront in **************, **. The Complainant granted a security interest in a 2007 ***** Odyssey with a VIN ending in ******. The loan was contracted to be repaid in eleven (11) monthly payments of $211.18, beginning January *******, with a final payment of $210.56, due December 18, 2020. Payment history indicates there were eleven (11) payments made on the loan. On February ******, the Complainant paid off the remaining balance of $198.62 and their title was promptly returned with a lien release signature.
Concerning their lien release, records revealed that a lien release request was submitted on May 13, 2025. As a gesture of goodwill, a second lien release request was submitted to be mailed to the address provided within their complaint. Please allow up to fourteen (14) days for the lien release to be mailed via ****. The Complainant is encouraged to contact TitleMax directly at ************** with any other questions or concerns regarding their account.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************
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