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.
- 135 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:01/15/2025
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.
2 years ago a took an auto loan from rapid cash, I've paid it off and yet they refuse to remove the lein from my title because I haven't been able to meet them in person. I lost $132 to the dmv while trying get a replacement title because I lost the original. I was living in Oklahoma at the time and couldn't meet them in Oregon.
I live in Oregon now but have a physical and mental disability that makes it difficult to leave my house. I've also requested to speak through email to keep records but the refuse to talk to me unless it's in person even though I offered to send a copy of my ID and social.
My tags expired and I can't get new ones without my title so I can't even legally drive to their building. I can't sell the car because the value is less without it. This company is literally causing my to break the law because they won't accommodate me for something they failed to do. It's unethical and I want this settled, I want it fixed and I want damages.
Business Response
Date: 01/20/2025
****************
Thank you for the opportunity to respond to the complaint
filed by ********* ********* (Complainant).
Rapid 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 states they paid off their loan two (2) years ago, yet the lien
has neither been released nor their title returned because they cannot retrieve
the title in person.
A review of
TitleMax records revealed that on September 14, 2022, a loan was obtained in
the principal amount financed of $300.00 at a storefront in Portland, OR. The
Complainant granted a security interest in a 2007 Jeep Sport with a VIN ending
in ******. The loan was contracted to be repaid in full in the amount of
$339.17 due on October 15, 2022. The Complainant defaulted on their first
payment and on October 26, 2022, a Notice of Default and Right to Cure was
sent. The Complainant did not cure the amount owed and on February 8, 2023, the
vehicle was repossessed and a Right to Redeem letter was sent. On February 28,
2023, the account was paid in full, satisfying the loan.
Within the narrative, the Complainant alleges the company
refuses to remove the lien from the title because they cannot retrieve the
title in person. Please note, the lien on the vehicle has been released.
However, due to company policy, customers are required to retrieve the title in
person with a valid Identification Card.
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 Complaints
** *** ***
********** ** *****Customer Answer
Date: 01/21/2025
I got my title back and lost it. The lien is still on it. They're lying, the lien remains on the title because I was rejected by the dmv to get a new one.
If the lien was gone i would be able to get a new title but I can't .
Rapid cash is lying
***********
Regards,
********* *********Business Response
Date: 01/27/2025
*********
Thank you for the opportunity to respond to the complaint
filed by ********* ********* (Complainant).
Rapid 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 rejected our previous
response and states that they received their title but lost it. They also state
that the lien is still on it as they were rejected by the DMV to get a new one.
After further review, Company records indicated that the vehicle title was returned to
the Complainant with applicable lien release signatures on February 28,
2023. Regardless, we have sent a notarized lien release letter to the address
listed in the complaint on January 24, 2025.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 Complaints
** *** ***
********** ** *****Customer Answer
Date: 01/27/2025
I accept the business's response to resolve this complaint.
Regards,
********* *********Initial Complaint
Date:01/15/2025
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.
I was having phone problems and didn't know where to turn to fix my car, so I went to a Titlemax in **** for help.I borrowed $2,800 which I was thankful for but by the time I get them paid off I will have given them $8,000 in interest. I am struggling to pay the $456 every month because I'm just on disability (which I'm so thankful for) because I can't work right now!Anyway I have no problem paying them back and maybe even $1,000 interest but I'm scared every month of losing my car.Could you please help m to get my payment lowered to around $200 for 24 months?I've already paid them $912.I've tried talking to them but they won't budge.Business Response
Date: 01/20/2025
January 20, 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 are struggling to repay their loan, as they are unemployed and receiving disability. The Complainant claims they have borrowed $2,800.00; however, they will have paid $8,000.00 in interest over the life of the loan. The Complainant is requesting a billing adjustment.
A review of TitleMax records revealed on September 10, 2024, a title loan was obtained in the principal amount financed of $506.00 at a storefront in *****, **. The Complainant granted a security interest in a 2012 ***** CRV with a VIN ending in ******. The loan was contracted to be repaid in twenty-three (23) payments of $101.14 due monthly beginning October 8, 2024, and a final payment of $99.28 due on September 8, 2026.
Between September 13, 2024, and September 30, 2024, the Complainant elected to refinance their loan three (3) times borrowing an additional $2,344.00. In accordance with the most recent agreement dated September 30, 2024, wherein they financed $2,649.82 (the loan), the Complainant agreed to make thirty-five (35) payments of $455.59 due monthly beginning November 3, 2024, and a final payment of $458.61 due on October ******. According to the payment history of the loan, the *********** has paid $1,366.77 and the account is in good standing.
Within their correspondence the Complainant indicated they have been experiencing financial hardships and asked for a lower payment and interest rate. TitleMax prides itself on excellent customer service and is understanding of its customersneeds during these unprecedented times. The Complainant is encouraged to reach out to the location where their account is affiliated to discuss their personal circumstances, and store personnel will be pleased to assist them or put them in contact with the Director of Operations at their request.
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,
BSG Consumer Complaints
PO Box 550
*******************Customer Answer
Date: 02/19/2025
BBB transcribed from handwritten note received via US Mail:
BBB
Thank you for tyring to help me, buty my payment has not been lowered & I can't keep paying that much by the time I pay off $2,800 loan it will be $15,000they get PLEASE Help me
**** ******
Business Response
Date: 02/21/2025
February 21, 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 ********** 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 their payment has not been lowered, they are unable to continue to pay that much, and by the time they pay off a $2,800.00 loan, they will have paid $15,000.00. The Complainant is requesting lower payments.
Following the Complainants original complaint, they have refinanced their loan again. The last refinance was completed on January 30, 2025, in which the Complainant made a payment of $506.48 and refinanced their loan for the remaining balance of $2,434.87, borrowing an additional $300.00. The loan is contracted to be repaid in thirty-five (35) payments of $497.14, due monthly beginning on March ******, and a final payment of $500.24, due on February 3, 2028.
Within their correspondence the Complainant indicated they have been experiencing financial hardships and asked for a lower payment. TitleMax prides itself on excellent customer service and is understanding of its customers needs during these unprecedented times. As stated in our previous response, the Complainant is encouraged to reach out to the location where their account is affiliated to discuss their personal circumstances, and store personnel will be pleased to assist them or put them in contact with the Director of Operations at their request. As of the date of this response, the Complainant has not only failed to do so but has also refinanced and borrowed additional funds, increasing the repayment amount.
At the time of loan origination, the Complainant signed a loan agreement that clearly discloses 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 loan agreement, the *********** acknowledged their understanding of the terms and conditions of the loan.
TitleMax encourages customers to use this product as a short-term financial solution and whenever possible, pay off early to avoid accruing interest. The balance may be paid back at any time with no penalty for early payoff.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. Should the Complainant have any additional questions or concerns regarding their account,we encourage them to call our *************************** 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,
BSG Consumer Complaints
PO Box 550
*******************Customer Answer
Date: 03/19/2025
WIRELESS ************************** <********************************************>
Attachments
3:37 PM (45 minutes ago)
to info
GoTo logo
You received a new voicemail message
Info New voicemail message
Time: Wednesday, March 19 2025 3:36 PM
From: WIRELESS CALLER **************
Duration: 51 seconds
Voicemail box: 204
Transcript:
Hi, my name is **** ****** and my complaint number is ********. I'm really upset with TitleMax. They're like taking half my disability. Anyway, if you could call me back at ************. You also have not done anything to help me. I turned in a complaint and nothing's changed. Anyway, for a $2800 loan, they're getting $12 ,000 in interest. Anyway, if you could call me back and we could discuss this, I'm usually home in the morning. I'd appreciate a call back. Bye.Business Response
Date: 03/27/2025
March 27, 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 ********** 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.
TitleMax prides itself on excellent customer service and is understanding of its customers needs during these unprecedented times. As stated in our previous responses, the Complainant is encouraged to reach out to the location where their account is affiliated to discuss their personal circumstances, and store personnel will be pleased to assist them or put them in contact with the Director of Operations at their request. As of the date of this response, the Complainant has not only failed to do so but has also, following the original complaint, refinanced and borrowed additional funds, increasing the repayment amount.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. Should the Complainant have any additional questions or concerns regarding their account, we encourage them to call our *************************** 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,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
Date:01/04/2025
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.
Subject: Formal Complaint Regarding Lack of Response to Request for Contract/Promissory Note
Dear Better Business Bureau,
I am writing to formally file a complaint against INSTALOAN located at ************************************. regarding their failure to respond to my written request for important documentation related to a transaction I conducted with them.
On December 19, 2024, I sent a letter addressed to the General Manager, **** B of INSTALOAN requesting a complete and accurate copy of the contract or promissory note for a transaction that occurred on December 9, 2024. This request was sent via certified mail, and I have confirmed that the letter was received by INSTALOAN on December 21, 2024, as verified by the tracking number 9589 0710 5270 2127 2978 65.
As of today, January 4, 2025, I have not received any correspondence or response from INSTALOAN addressing my request. This lack of communication is unacceptable and has raised further concerns about the transparency and integrity of their operations.
The reason for my initial request was due to suspicions of potential discrepancies or fraudulent activity related to the transaction. Obtaining a copy of the original contract or promissory note is crucial for verifying the accuracy of the terms and conditions associated with this transaction.
I kindly ask for your assistance in resolving this matter. I believe it is essential for businesses to operate transparently and responsibly, especially when handling financial agreements. INSTALOAN's failure to address my concerns in a timely manner is a serious issue that warrants immediate attention.
Please let me know if any additional information is needed to support my complaint. I look forward to your guidance on the next steps to ensure this matter is resolved promptly.
Thank you for your time and attention to this matter.
Sincerely,
Business Response
Date: 01/09/2025
January 9,2025
Better Business Bureau
****************
******************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ******** ********* (Complainant).****************************, DBA InstaLoan, 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 they sent correspondence to InstaLoan requesting their promissory note and have yet to receive a response as of January 4, 2025.
A review of InstaLoan records revealed that on December 9, 2024, the Complainant obtained a loan in the amount of $3,891.30 at a store location in ********, **. The Complainant granted a security interest in a 2015 Chrysler 200 with a VIN ending in ******. The loan is contracted to be repaid in full in the amount of $4,035.11, due on January 9, 2025.
At the time of loan origination, the Complainant signed a Consumer Finance Loan and Security Agreement that clearly discloses 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 loan agreement, the *********** acknowledged their understanding of the terms and conditions of the loan. A copy of the contract was given to the Complainant at the location where the loan originated.
To address the Complainants statement of not receiving a response to their letter correspondence, on January 7, 2025, per the Complainants request, a response and a copy of the Consumer Finance Loan and Security Agreement was sent to the address listed on the complaint. In addition, the Complainant may visit ******************************************** to access these documents.
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,
BSG Consumer Complaints
PO Box 550
*******************Customer Answer
Date: 01/15/2025
09/15/2024
Dear, Dispute Resolution Team:
I am writing to formally reject the response provided by ****************************, DBA InstaLoan, regarding my complaint filed with your office. I would like to clarify that I did not receive a copy of the contract on the day the loan originated, nor have I received any documents I have since requested from the business.
I would appreciate it if you could assist me in obtaining an estimated time of arrival (ETA) for when I will receive these documents. Additionally, I want to confirm that the business has the correct address on file for me. Could you kindly provide me with the address they currently have listed for me?
Thank you for your attention to this matter. I look forward to resolving this issue promptly.
Sincerely,
******** *********Customer Answer
Date: 01/15/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 22769277
I am rejecting this response because:
I am writing to formally reject the response provided by ****************************, DBA InstaLoan, regarding my complaint filed with your office. I would like to clarify that I did not receive a copy of the contract on the day the loan originated, nor have I received any documents I have since requested from the business.
I would appreciate it if you could assist me in obtaining an estimated time of arrival (ETA) for when I will receive these documents. Additionally, I want to confirm that the business has the correct address on file for me. Could you kindly provide me with the address they currently have listed for me?
Thank you for your attention to this matter. I look forward to resolving this issue promptly.
Sincerely,
******** *********Business Response
Date: 01/22/2025
January 22,2025
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). ****************************, DBA InstaLoan, 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 they sent correspondence to InstaLoan requesting their promissory note and have yet to receive a response as of January 4, 2025.
Instaloan records indicate that we sent correspondence to the Complainant via email on January ******, and via the BBB on January 9, 2025. As stated in our previous BBB response, a copy of the contract was given to the Complainant at the location where the loan originated. Further, on January 7, 2025, per the Complainants request, a response and a copy of the Consumer Finance Loan and Security Agreement was sent to the address listed on the complaint. Please note the Complainant may also visit ***************** and log into their Customer Portal to access these documents at any time free of charge.
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,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
Date:01/02/2025
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.
I originally applied for a loan with this TitleMax location. Once I was able to be approved by another finance company, we called and advised that the check was being mailed by the next day. It was in the middle of a holiday week. TitleMax claimed that the lender advising them that the check was being mailed would not be enough to hold off on taking the car. I spoke with *** **** ********* and they stated that they work with TitleMax all the time and that they should have held off on the repossession. My car was repossessed the same day that they received the check- two days after Christmas. They refused to waive the repossession fee. It was just shy of $400 two days after Christmas. They would not have them bring the car back or take any payments over the phone.Business Response
Date: 01/06/2025
***************
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.TitleMax
of Texas, Inc., DBA TitleMax is a registered Texas Credit Services Organization
(“CSO”) and assists consumers in obtaining loans from willing, unaffiliated
lenders. TitleMax services the loan but is not a lender in Texas. TitleMax
charges a CSO fee in the amount permitted by Texas law.To
summarize, the Complainant alleges they informed TitleMax of a payoff check
that should have arrived the next business day from another finance company.
However, TitleMax advised them that a mailed check was not enough to hold repossession
of the vehicle. The same day their vehicle was repossessed, TitleMax received
the check. They further allege TitleMax refused to waive the repossession fee,
return the vehicle back to them or take a payment over the phone. Their desired
resolution is a refund in the amount of $373.72, and a correction to their
credit report.A review
of TitleMax records revealed that on October 18, 2024, the Complainant obtained
a loan with First Star Financial, LLC in the amount of $4,000.00 at a
storefront in San Antonio, TX. The Complainant granted a security interest in a
2014 Toyota Corolla with a VIN ending in ******. The loan was contracted to be
repaid in full in the amount of $4,719.14, due on November 18, 2024.A review
of the payment history indicates the payment due on November 18, 2024, was not
received, therefore, the loan entered a past due status. Due to continued
non-payment, on December 27, 2024, the vehicle was repossessed, a repossession
fee of $375.00 was assessed to the loan and a Notice of Plan to Sell (NOPTS)
was sent to the Complainant. That same day, a cashier’s check in the amount of $5,006.11
was received and the remaining balance of $373.72 was paid by debit card to
satisfy the loan. The Complainant was then provided an appointment to redeem
the vehicle on December 30, 2024.
At the
time of the loan origination, the Complainant signed Loan Agreement, Promissory
Note & Security Agreement as well as a Credit Services 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. By signing the agreement, the
Complainant acknowledged their understanding of the terms and conditions of the
loan.As we
believe that the conditions of the loan were clearly disclosed and we cannot
find any evidence of wrongdoing, the reimbursement of the repossession fee for
$375.00 will not be approved at this time.
We hope
that we have fully addressed the complaint. Should the Complainant or the
Consumer Financial Protection Bureau require further explanation, we may be
reached at ****************************Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 01/06/2025
***********
********* not by me. The branch did not advise that I could deliver the check the same day until after my car was repossessed. Any discussion that was made prior to me being on the line is irrelevant. Not only was the check not issued by me, nor was I given the option to drop off the check, but also the check was mailed during a holiday week. *** **** ********* has stated that this normally will hold the vehicle and that they are very familiar with each other and that this is unusual behavior and that a refund of my money is an acceptable expectation. *** **** ********* said that if the information had been relayed during the phone call, they could have included more on the check or offered to give me a check to deliver same day. It’s not unreasonable to expect the money be refunded along with other inconveniences. I did lose my secondary source of income in part to the shenanigans TitleMax has wanted to play with technicalities and lack of empathy. This has caused me to be unable to pay my bills for this month.
Regards,
***** ******Initial Complaint
Date:01/02/2025
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.
I signed agreement to get some money and they place the money on a credit card that is five years old. I verified with the bank that the funds totaling ($517.00) was never placed on my card. I have tried talking with the manager and worker at the title company and they called me a liar and refuse to give me my money back and destroy the contract.Business Response
Date: 01/07/2025
**************
Thank you for the opportunity to respond to the complaint
filed by ****** **** (Complainant).
TitleMax of Missouri, 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 they did not receive funds for a loan in the amount of
$517.00 that was placed on a five-year-old card. They request a billing
adjustment, a refund, and the contract to be canceled.
A review of
TitleMax records revealed that on December 4, 2023, the Complainant obtained a
loan in the amount of $800.00 at a storefront in Rolla, MO. The loan was
contracted to be repaid in eleven (11) monthly payments of $295.00 beginning
January 1, 2024, and a final payment of $294.73, due December 1, 2024. On
December 6, 2024, the Complainant made a payment of $6.55 and refinanced their
existing loan of $135.29, borrowing an additional $1,300.00, which was funded
to their card ending in 8135. The loan was contracted to be repaid in eleven
(11) monthly payments of $517.24 beginning January 1, 2025, and a final payment
of $516.93, due December 1, 2025.
Payment history
on the most recent refinance indicates there have been no payments made on the
loan. When the payment was not made on January 1, 2024, 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 $517.24 but is subject to change due to
interest and/or fees that may be accruing.
To address the
Complainant’s concern regarding funding, on a prior occasion, we confirmed the
funding for the loan proceeds were successful to the card. At the time of the
refinance, a store representative confirmed the funding was successful prior to
the Complainant leaving the premises. It is important to note that the
Complainant utilized the card ending in **** to refinance their loan on
December 6, 2024, the same day that the funds were disbursed to that card. In
an effort to further investigate, we previously requested a bank statement,
which the Complainant provided, but it did not contain the necessary
information to verify the transactions. We are requesting a 30-day bank
statement for the month of December in order to address this allegation
appropriately.
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 Complaints
** *** ***
********** ** *****Customer Answer
Date: 01/15/2025
I have not had debt card ending in **** for 4 or 5 years now. I never received any money on this card ****. My bank never received any money in my account or on this card. It been such a long time that my bank does not have a copy of the debt card ****. So I am not paying anything on the loan when I never got any money from Title Max.
Business Response
Date: 01/17/2025
*****************
Thank you for the opportunity to respond to the rebuttal
referencing the complaint filed by ****** **** (Complainant). TitleMax of Missouri, 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 address the
Complainant’s concern regarding the amount being $1,300.00, as stated in our
previous response, the Complainant made a payment of $6.55 on December 6, 2024,
and refinanced their existing loan of $135.29, borrowing an additional $1,300.00,
which was funded to their card ending in ****. It appears that the Complainant
may be confusing the past due amount with the additional funds they requested.
Since our
previous response, the Complainant has been mailed a First Notice of Default. By
making a payment of $517.24 by February 3, 2025, they may continue with their
loan as though they were not late. As mentioned in our previous response, it is
important to note that the Complainant utilized the card ending in **** to refinance
their loan on December 6, 2024, the same day that the funds were disbursed to
that card, contradicting the Complainant’s claims that they have not had the
card for four (4) or five (years).
In an effort to
further investigate, we previously requested a bank statement, which the Complainant
provided, but it did not contain the necessary information to verify the
transactions.
We are requesting
a 30-day bank statement for the month of December in order to address this allegation
appropriately. If the Complainant is unable to provide the requested
documentation, we consider this matter as resolved.
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 Complaints
** *** ***
********** ** *****Customer Answer
Date: 02/14/2025
I am rejecting this response because: A letter from my bank and a copy of my December bank statement that was texted to ******** with BBB shows that we never received any deposits in my account or to the { my ] bank which is ****** ****** ***** the debt card was void a long time ago. and has not been used for months All I want is to have the contract voided how hard is that I never received any money, and I want this contract voided and I what a copy of it
Thank You
***** ****
Regards,
***** ****Business Response
Date: 02/19/2025
**********
Thank you for the opportunity to respond to the rebuttal
referencing the complaint filed by ****** **** (Complainant). TitleMax of Missouri, 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.
We previously
requested a 30-day bank statement for the account with card ending in **** for
the month of December but have yet to receive the correct bank statement. We
are unable to investigate further unless the correct documentation is provided.
If the Complainant is unable to provide the requested documentation, we
consider this matter as resolved.
We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at [email protected].
Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Initial Complaint
Date:12/30/2024
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 was late ona payment manger said if I pay 200 on dec 14 he was going to try and push it back the best he can I called and paid that money with the employee there that night I asked her what else is due to be able to make sure they dk t tow my car she said she didn’t know and I asked her to ask her manger to call me if there is any left. 4 days went by and I didn’t hear anything from them then the towed my car one hour before I was supposed to go to work. I called and he said it’s because I’d dint pay them. I informed him I did and ask your lady to have y call me if there was hurting left he said he didn’t tell her and that tj get my car back I needed to give the 1900 and I whe I did I would have to pick up my car from ogdan. I tired talking to the manger for the whole store and he said it was my fault because I didn’t pay but I did his employee did do her job. Then I told them my church was going to help me pay for that then. I went in with the my reliefs president and same girl said we could lot pay with credit card so I they gave me cash do go I mb on wensday I did same girl she said she could not take the payment. I called the next day let them know because there lady could not do her job I can’t come in anymore and he said she could take it she just didn’t know how. I told the girl that night to have her boss call me tomarrow. Again and she didn’t not tell him again. That’s why I called and they told me if I don’t give them the money they were going to sell my car on Monday and because of all this I lost my job and a 10000 car for 1 slow payment. I have version recording they do as wellBusiness Response
Date: 01/03/2025
*********************
Thank you for the opportunity to respond to the complaint
filed by ******* **** (Complainant).
TitleMax of Utah, 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 they were late on a
payment and were told that if they paid $200.00, a manager would try and push
back their repossession. Four (4) days later, their vehicle was repossessed,
resulting in them having to pay more to get their vehicle back. They also claim
they came in with a church relief president to make a payment but was not
taken. They are requesting a refund of payment.
A review of TitleMax records revealed that on April 29, 2024,
the Complainant obtained a loan in the amount of $2,506.00 at a storefront in
Provo, UT. The Complainant granted a security interest in a 2013 Chrysler Town
& Country with a VIN ending in ******. The loan was contracted to be repaid
in thirty-five (35) monthly payments of $429.27 beginning May 30, 2024, and a
final payment of $429.25, due April 30, 2027. On May 24, 2024, the Complainant
made a payment of $119.94 and refinanced their existing loan of $2,506.00,
borrowing an additional $1,500.00. The loan was contracted to be repaid in thirty-five
(35) monthly payments of $611.20 beginning June 27, 2024, and a final payment
of $612.80, due May 27, 2027.
Payment history on the most recent refinance indicates there
have been eleven (11) payments made on the loan, although multiple payments
have been for less than the scheduled amount due. When the full scheduled
payment was not made on October 27, 2024, the account entered a past due status
and collection activities commenced as permitted by law. Due to continued
non-payment the vehicle was recovered on December 13, 2024, and a Notice to
Sell was mailed to the Complainant.
At the time of the loan origination and each refinance, the
Complainant signed a Title Loan Agreement, Promissory Note & 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. By signing the loan
agreements, the Complainant acknowledged their understanding of the terms and
conditions of the loans.
As outlined in the signed agreement regarding vehicle
recovery: Lender’s Rights After Default: “Lender’s rights after
default are cumulative and not exclusive. If I default, Lender may make me
immediately pay all amounts outstanding under the Note. Upon default Lender may
repossess the Vehicle with or without judicial process. I may turn over the Vehicle
to Lender any time after default. In exercising its rights, Lender must always
act lawfully. I agree to pay Lender reasonable court costs and attorneys’ fees.
If I default in my payment obligations as further described in Section 10(a)
above, Lender will not repossess the Vehicle until after the Grace Period has
expired.”
Further to the point, on November 25, 2024, the Complainant
agreed to a Promise to Pay of a payment of $574.00 to be repaid on December 6,
2024, in which they were advised the vehicle would still be at risk of
repossession because the payment amount would not bring the account current.
The Complainant made two (2) payments online on December 6, 2024, which totaled
$196.73. Due to multiple broken commitments promising to pay, the vehicle was
placed for recovery.
In response to the Complainant’s claim that their loan payment
was not processed, please note that the form of payment provided was a credit
card. We do not accept credit cards as a valid form of payment for loan
accounts. Consequently, the payment could not be applied to the loan.
As we believe that the conditions of the loan were clearly
disclosed and cannot find any evidence of wrongdoing, a refund will not be
provided at this time. TitleMax strives for excellent customer service and
remains willing to work with the Complainant to assist them in paying back
their loan. We encourage the Complainant to contact Customer Preservation at
###-###-#### to inquire about redemption repayment options as soon as
possible.
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 Complaints
** *** ***
********** ** *****Customer Answer
Date: 01/06/2025
************
I was not informed of the 500 something dallies I told 207 witch I I tired to pay online and it would not let me then I proceeded to call and pay with the rep and the store. I then asked her to have her manger call me if there was anymore that needed to be paid and I did not received a call back l.
Then 4 days after that my car was towed with no notice that it was being towed. Plus all my belongings in my car as well. I had then nodice the next day revived a letter in the mail that they were going to sell my car 3 days after not business days and it was the weekend and because she did not ask her manager to call me like I ask I have to pay the tow fee of 1000 plus and more cause I had to drive down to ogdan were in Provo to get the car and belongs.
When I went in to pay the 1900 with my church president they would not take credit card. So I came in the next night to pay it and the same lady said she could not make the take the money and u had to come in the next day. I informed her I could not I had work or I would lose my job.
I then called on the way to work to take to manger and I fined him what happened he then said that she could have taken it just didn’t know how. Then I got to my job and they fired me for being late for taking with him. I have recorded message of there convo and the lies they told plus how she did not do her job. Witch cause me to lose my car and job.
Regards,
******* ****Business Response
Date: 01/16/2025
**************
Thank
you for the opportunity to respond to the rebuttal referencing the complaint
filed by ******* **** (Complainant). TitleMax of
Utah, 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 requested a refund of the partial payments made on
December 6, 2024, totaling $196.73. TitleMax (“the Company”) respectfully
declines their refund request as the payments were properly applied to the past
due balance of their loan.
Please
note and as stated in the Notice of Our Plan to Sell the total amount necessary
to redeem the vehicle is $5,636.17. A temporary hold has been placed on the
sale of the vehicle; however, this hold is not indefinite. If the Complainant desires to redeem the
vehicle, we encourage them to contact Customer Preservation at ###-###-#### regarding
their repayment options as soon as possible.
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 Complaints
** *** ***
********** ** *****Initial Complaint
Date:12/23/2024
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 received a title loan for $7.000 I have paid them at least $21.000 or more and they still want more they told me I had to pay the interest and then the loan I have paid that and some I will not keep paying them more money this is so wrong for a business to get away with taking people moneyBusiness Response
Date: 12/27/2024
December 27,2024
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 the interest and their loan plus some and will not keep paying more money. They are requesting no further contact.
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 25, 2022,the Complainant obtained a loan with ******************* Partnership in the amount of $6,433.00 at a storefront in ***********, **. The Complainant granted a security interest in a 2015 Chevrolet Malibu with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $7,332.04, due August 26, 2022. On August 26, 2022, the Complainant made a payment of $899.04 and refinanced their existing loan of $6,433.00. The loan was contracted to be repaid in full in the amount of $7,332.04, due September 27, 2022.
Between September 27, 2022, and November 9, 2024, the Complainant refinanced their loan on twenty-three (23) more occasions. During the refinance that occurred on May 1, 2024, the lender was changed to First Star Financial, LLC, however the loan terms did not change. The current refinance was completed on November 9, 2024, in which the Complainant made a payment of $352.26 and refinanced their existing loan of $6,064.08. The loan was contracted to be repaid in full in the amount of $6,907.83, due December 9,2024.
Payment history on the most recent refinance indicates there have been no payments made on the loan. When the payment was not made on December 9, 2024, the account entered a past due status and collection activities commenced as permitted by law. As of the date of this response, the Complainants account currently has a past due balance of $7,286.84 but is subject to change due to interest and/or fees that may be accruing.
At the time of the loan origination and each refinance, the Complainant signed Loan Agreement, Promissory Note & Security Agreement as well as a Credit Services 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 loans. Additionally, multiple 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.
To address the Complainants concern regarding interest payments, as outlined in their signed loan agreement: Interest; Application of Payments; Prepayment: Interest will accrue daily on the outstanding principal balance. The interest rate is ******% per year. Interest accrues from the Loan Date until the Loan is paid in full. Interest accrues based on the number of days elapsed over a 365-day year [366 days in a leap year]. Lender calculates and charges interest, including interest on past due principal, under Chapter 302. If any finance charge or other fee is held invalid, the remainder shall remain in effect. Lender applies payments first to unpaid interest, then to fees, and then to unpaid principal. The Payment Schedule and Finance Charge above assume that I make all payments in full on the specified Payment Due Date(s). I will owe less interest to Lender if I prepay the Loan or pay early.If I pay Lender late or do not pay in full, I will owe more interest to Lender.I may prepay this Loan at any time without penalty.
Please note that the Complainant entered into thirty (30) day transactions with TitleMax each time they refinanced. 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, 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.
We believe that the conditions of the loan 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 forgive the remaining outstanding balance of $7,284.97 and release the Complainants vehicle title. Please note TitleMax has honored the Complainants request for no contact so it is important that they initiate contact with the local store front at ************** by January 10, 2025 to make arrangements for a settlement agreement to be signed and the title returned.
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,
BSG Consumer Complaints
PO Box 550
*******************Customer Answer
Date: 12/27/2024
[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:12/20/2024
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 am filing this complaint because I am at wits end with this company. I did a title loan a little over a year ago and due to unforeseen circumstances my car was repossessed
1. I was still in the timeframe to make the payment and they still repoed my car even after speaking with one of their representatives who had an attitude
2. Since I have gotten back my car, my car hasn’t been working the same since I tried calling to speak with someone but they are so quick to transfer you and give you an attitude without even letting you finish speak. They over charge you I made a payment and I received a call the next day stating I had an pass due amount that I need to pay I was confused and I explained to the rep that called that I already made a payment and got confirmation so how did I end up with a pass due balance …
she then said well your account says it’s pass due and you need to make a payment because interest is added daily
I ended up paying because last thing I needed was for my car to be repoed by them again… again my car hasn’t worked the same since I got it back and unfortunately I am still making payments
I called trying figure out better payment options and again all I got was a rep with an attitude and speaks over you and doesn’t give you a chance to finish speak nor ask questions !
Business Response
Date: 12/26/2024
**************
Thank
you for the opportunity to respond to the complaint filed by ****** ***** (Complainant).
TMX Finance of Florida, INC DBA InstaLoan, 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 alleges their car was repossessed even though they
were still within the timeframe to make a payment. They further allege their
vehicle has not been working correctly since retrieving the vehicle. They also
state they’ve been overcharged, had an unknown past due balance and received
unpleasant service from the representative. They would like a cancellation of
the account as they have paid more than the amount that was owed.
A
review of InstaLoan records reveals that on September 20, 2023, a single pay
loan was obtained in the principal amount financed of $2,797.55 at a storefront
in Fort Lauderdale, FL. The Complainant granted a security interest in a 2008
Honda Accord with a VIN ending in ******. The loan was contracted to be repaid
in full in the amount of $2,890.77 on October 20, 2023. On October 31, 2023,
the Complainant made a payment of $356.04 and refinanced their existing loan of
$2,574.75. The loan was contracted to be repaid in full in the amount of
$2,884.08, due on December 1, 2023. After no payment was made on December 1,
2023, the account went into past due status. After continued nonpayment, on
January 2, 2024, the vehicle was repossessed and a Notice to Sell was sent to
the address listed on the account. On January 15, 2024, the Complainant made
payment in the amount of $750.00, redeemed the vehicle and refinanced the loan.Between
January 15, 2024, and November 17, 2024, the Complainant refinanced their loan
on eleven (11) more occasions. The last refinance was completed on December 20,
2024, in which the Complainant made a payment of $114.17 and refinanced their
loan for the remaining balance of $2,568.60. The loan is contracted to be
repaid in full in the amount of $2,782.65 due on January 19, 2025.
Within
the complaint, the Complainant states that they made the payment well within
the time frame to make a payment. However, contrary to their claims, no payments
or attempts to refinance were made between October 31, 2023, and January 15,
2024. In addition, InstaLoan attempted to contact the Complainant and discuss their
loan and payment options but found communication difficult as it was often
unable to reach them, and they rarely responded to entity
correspondence. Accordingly, InstaLoan was left with no choice but to
exercise its rights under the loan agreement and recover the vehicle.
Contrary to their allegation, entity was within its rights to recover the
vehicle on the date of recovery. Please note InstaLoan always views
recovery of a vehicle as a last resort. Based on the above, InstaLoan was left
with no choice but to exercise its rights under the loan agreement.
Regarding
the Complainant allegation that their vehicle is not running the same since the
repossession. It should be noted the damage that the Complainant alleges
occurred when the vehicle was recovered by an unaffiliated third-party vendor,
and not while it was in InstaLoan’s possession. As such, any recourse the
Complainant may have will be with the recovery vendor.It
is important to note that at the time of the loan origination and each
refinance, the Complainant signed a Consumer Finance Loan 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. InstaLoan encourages
customers to use this product as a short-term financial solution and whenever
possible, pay off early to avoid accruing interest. The balance may be paid
back at any time with no penalty for early payoff. The expectation is for the
customer to pay in full on or before the expiration of the thirty (30) day loan
term. However, rather than paying the balance in full, the Complainant elected
to pay any outstanding interest and fees, refinance the loan and enter into a
new agreement for an additional thirty (30) days on each occasion thereby
accruing additional charges. Further to
the point, Section 2. Interest; Application of Payments; Prepayment of
the loan agreement states, in part:
Interest;
Application of Payments; Lender does not charge interest on fees. Interest
accrues from the Loan Date until the Loan is paid in full. Interest accrues
based on the number of days elapsed over a 365-day year. Lender calculates and
charges interest, including interest on past due principal, as permitted by
Chapter 516 and applicable regulations. To the extent permitted by law, for
purposes of determining Lender’s compliance with the law, Lender may calculate
charges by amortizing, prorating, allocating and spreading. As permitted by
Chapter 516, if two or more interest rates would apply to the Loan, Lender may
apply a blended annual rate of interest to the outstanding balance which, if
applied according to the actuarial method to each of the scheduled periodic
balances of principal, would produce at maturity the same total amount of
interest as would result from the application of the two or more rates
otherwise permitted, assuming that scheduled payments are made as agreed. If
any finance charge or other fee is held invalid, the remainder shall remain in
effect. Lender applies payments first to assessed and unpaid fees, then to
accrued and unpaid interest, and then to unpaid principal. The Payment Schedule
and Finance Charge above assume I pay all amounts in full on the Payment Due
Date. I will owe less interest if I prepay the Loan or pay early. If I pay late
or do not pay in full, I will owe more interest. I may prepay this Loan at any
time without penalty
By
signing the loan agreements, the Complainant acknowledged their understanding
of the terms and conditions of the loans.
InstaLoan
endeavors to assist our customers with all of their concerns and provide the
best service possible. We sincerely apologize for the poor customer service and
any frustration they may have experienced. We have forwarded the
Complainant’s claim to the appropriate members of management.
As
we believe that the conditions of the loan were clearly disclosed and cannot
find any evidence of wrongdoing, compensation will not be accepted at this
time. InstaLoan strives for excellent customer service and remains willing to
work with the Complainant to assist them in paying back their loan. We
encourage the Complainant to contact InstaLoan at ###-###-####
regarding questions about their account.
We hope that we have
fully addressed the complaint. Should the Complainant or the Consumer Financial
Protection Bureau require further explanation, we may be reached at ****************************
Sincerely,
*** – Consumer
Complaints
** *** ***
********** ** *****Customer Answer
Date: 01/17/2025
I am replying to a dispute I opened. Business name Instaloan/Titlemax some of the remarks they made aren’t true as far as how many months I owed for which led to repossession I only owe for December 2023 and some days In January 2024 because I had to come up with more than what I owe to obtain my car… they said something about my car not working to same since I got it back is not there fault or some to that effect because a third party was in possession of the car ! That third party is in association with them so that is not a valid excuse. I REJECT THEIR RESPONSE !!
Attached is a photo of my bank transaction that coincides with what I have written … highlighted is a payment made for a month that was stated that I owed forI would like to get this issue resolved especially what the impound did to my car I paid over a $1200 in fixtures plus labor… hoping to get this issue resolved.. I’ve paid more than enough to this company … once we get this resolved we don’t ever have to deal with each other again because I will never go back here !
Business Response
Date: 01/23/2025
******************
Thank
you for the opportunity to respond to the rebuttal referencing the complaint
filed by ****** ***** (Complainant). TMX Finance of Florida, INC DBA InstaLoan,
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 are rejecting our initial response due
inaccurate remarks.
InstaLoan
reiterates the statements provided in the previous response. The Complainant
states that they made the payment well within the time frame to make a payment
and provided a photo of their bank transaction. However, according to InstaLoan
records and contrary to their claims, no payments or attempts to refinance were
made between October 31, 2023, and January 15, 2024. InstaLoan was within their
rights to recover the vehicle on January 2, 2024. Regarding the alleged damage
to the vehicle, the Complainant will need to contact the unaffiliated third-party
vendor, ********* **** ******* at ###-###-#### and
file a claim.
We
hope that we have fully addressed the complaint. Should the Complainant or the Better
Business Bureau require further explanation, we may be reached at ****************************
Sincerely,
*** – Consumer
Complaints
** *** ***
********** ** *****Customer Answer
Date: 01/23/2025
why should I have to contact insurance auto auction I had have no business with them insta loan does I didn’t make any payments to them nor was I in contact with them about my car everything went through insta loan all I did was pick my car up from ********* auto ******** auction lot insta loan needs to resolve this !
Regards,
****** *****Initial Complaint
Date:12/17/2024
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.
Greetings, my name is ****** *******
I have a car title loan out with the company "Title Max". I have been a customer with them for years. I have also paid them every month. However, I have switched jobs and in between payments at the moment. Therefore, my check was only 500 dollars, which is 168 dollars less than my payment owed for the month.
I have explained to them that I could make a partial payment or the full payment at the end of the month which is December 30, 2024. (Which will still by the way be in the same month). I was told that they would not work with me regardless of if a situation is out of my control or not. They also told me that my car would be at risk to get picked up even if I make a partial payment.
I was told that I could not extend a due date when I made them aware of the situation weeks ago. However, I spoke to another employer at the store who told me that I could have had my due date extended if I were to refinance my account. I was told that they had no record of discussing that with me.
I have contacted customer service, which they told me the same information in which the individuals at the store location did and they would file a complaint on my behalf. Although I am aware that every company has policies, there should be grace given to customers of long periods, especially if a situation is out of their control, the payment will still be made within the same month of when its due, if false information was given over the phone, and the situation could be handled better.
Now, I am emotionally stressed and am having anxiety from the thought of my car possibly being picked up, my special needs children and myself not being able to have transportation for school, work, doctor's appointments, and a risk of losing my new job that I've worked very hard to get.
I hope that the company would have some sort of integrity, grace, and virtue for customers such as myself.
Business Response
Date: 12/23/2024
*******************
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 they started a new job and were told by the store location
they could not do an extension on their payment to the end of December even
though they were told by customer service that they could do an extension by
completing a refinance. They feel they were given false information the first
time and request an extension to December 30, 2024, to avoid their vehicle
being picked up.
TitleMax of
Texas, Inc., DBA TitleMax is a registered Texas Credit Services Organization
(“CSO”) and assists consumers in obtaining loans from willing, unaffiliated
lenders. TitleMax services the loan but is not a lender in Texas. TitleMax
charges a CSO fee in the amount permitted by Texas law.
A review of
TitleMax records revealed that on June 24, 2024, the Complainant obtained a
loan with First Star Financial, LLC, in the amount of $1,033.00 at a storefront
in Houston, TX. The Complainant granted a security interest in a 2009 Lexus RX
350 with a VIN ending in ******. The loan was contracted to repaid in a total
of five (5) payments due monthly beginning July 27, 2024, with the first
payment being $201.83, the following three (3) payments in the amount of
$188.04, and a final payment of $1,264.93, which represents the final CSO fee
along with the principal and interest to the lender, due November 27, 2024. On
June 24, 2024, the Complainant refinanced their existing loan of $1,033.00,
borrowing an additional $700.00. The loan was contracted to be repaid in full
in the amount of $2.063.15, on July 27, 2024. Please note at the time of this refinance, the loan product
was changed to a 30-day model.
Between June 30,
2024, and October 15, 2024, the Complainant refinanced their loan on five (5)
more occasions, borrowing an additional $2,586.00 total. The current refinance
was completed on October 15, 2024, in which the Complainant made a payment of
$577.29 and refinanced their existing loan of $3,963.02, borrowing an
additional $336.00. The loan product changed once more to a 150-day model. The
loan was contracted to be repaid in a total of five (5) payments due monthly
beginning November 16, 2024, with the first payment being $723.63, the
following three (3) payments in the amount of $678.38, and a final payment of
$5,155.50, which represents the final CSO fee along with the principal and
interest to the lender, due March 16, 2025.
Payment history
on the most recent refinance indicates there has been one (1) payment made on
the loan. When the payment was not made on December 16, 2024, 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 $678.38 but is subject to change
due to interest and/or fees that may be accruing.
At the time of
the loan origination and each refinance, the Complainant signed a Loan
Agreement, Promissory Note & Security Agreement that clearly discloses
clearly discloses the annual percentage rate in accordance with the Federal
Truth-in-Lending Act and Regulation Z.
By signing the
loan agreement, the Complainant acknowledged their understanding of the terms
and the conditions of the loans.
To address the
Complainant’s request for an extension, please note that prior to signing the agreement,
TitleMax not only advised the Complainant of the terms and conditions of the agreement,
but they were also given the opportunity to examine the agreement and its
contents and provided with electronic access to copies of the loan documents.
Further to the point, by signing the agreement, the Complainant agreed to make
the payment amounts and due dates as outlined in the document. The Complainant
would first need to pay the past due amount, and any interest accrued in order
to refinance the loan.
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 Customer Service at ###-###-#### with any
other questions regarding their loan.
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 Complaints
** *** ***
********** ** *****Initial Complaint
Date:12/14/2024
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 do not have an account/loan with titlemax yet was charged $3000 and want it backBusiness Response
Date: 12/18/2024
December 18,2024
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, 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 do not have an account with TitleMax,but they were charged $3,000.00. They are requesting a refund.
Based on the Complainants information provided within the Better Business Bureau complaint, we are unable to identify a customer account with TitleMax without obtaining further identifying information. If the Complainant believes they have an account with TitleMax, they are encouraged to contact TitleMax directly at ************** to provide further identification so that any existing account may be located, and an appropriate investigation can be conducted.
To resolve the issue of the unauthorized transaction, we urge the Complainant to initiate a dispute with their bank for the pending amount of $3,000.00.
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,
BSG Consumer Complaints
PO Box 550
*******************
Community Choice Financial, Inc. is BBB Accredited.
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