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:04/26/2025
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.
The first of March to get my title from Highway Department could not find it that said Title Mix had a lien on nit so I left
went to Title Max in ************* and they told me there was no lien on my account then called someone while I was in the office they could not find it either then they said they had to call me the next week
I forgot so I called back and was told to call the following Monday so called on Monday was told to call back again I did
they gave me a number to call snd I did
they Said I owed money from 2015 I told them it was paid off and they added interest to 191 I ask why would I pay all but 191 they could not answer said I must forgot would not discuss kept hanging up on me if I was not going to pay it
I paid this off 10 years ago but they are saying I did not if no receipt or pay off they disconnected call they never one time to try to get my car for not paying or evening telling me I owed more money who keeps receipts for 10 years?
Business Response
Date: 05/02/2025
***************
Thank you for the opportunity to respond to the complaint
filed by **** ******* (Complainant).TitleMax of South Carolina 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 a lien remains on their
vehicle despite paying the loan off ten (10) years ago. They went to the local
storefront, who could not locate a lien, and they are now requesting a refund.
A review of TitleMax records revealed that on September 17,
2014, the Complainant obtained a loan in the amount of $1,615.00 at a
storefront in Bennettsville, SC. The Complainant granted a security interest in
a 2001 Chevrolet Tahoe with a VIN ending in ******. The loan was contracted to
be repaid in twenty-three (23) monthly payments of $221.37, beginning October
17, 2014, with a final payment of $221.52, due September 17, 2016.
Payment history indicates there were ten (10) payments made
on the loan. When the payment was not made on January 17, 2016, the account
entered a past due status. Please note that a Notice of Default and Right to
Cure was previously mailed to the address on file on November 28, 2014. As
gesture of goodwill, on May 1, 2025, we have mailed a lien release via USPS
First Class Mail to the address provided in their complaint.
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:04/22/2025
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.
Was a victim of a loan scam with speedycash provided a prepaid greendot card and it took my fundsBusiness Response
Date: 04/25/2025
**************
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 states that they are a
victim of a loan scam with Speedy Cash. They were provided with a prepaid GreenDot
card, and it took their funds. They request a refund of $101.95.
A review of Speedy Cash records did find an account belonging to
Complainant however, we strongly deny the claim mentioned within the complaint occurred
with Speedy Cash. If the Complainant believes they have an open loan with
Speedy Cash, they are encouraged to contact Speedy Cash directly at
###-###-#### to provide further identification so that an appropriate
investigation can be conducted.
Speedy Cash is aware that, unfortunately, bad actors are posing as
collectors for legitimate lenders in an attempt to defraud unsuspecting
consumers by means of threats and harassment. Speedy Cash encourages consumers
to report all such fraudsters to local law enforcement agencies. The
Complainant is invited to visit Speedy Cash’s website, *********************************** to learn more about how to
protect against such fraudulent acts.
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:04/21/2025
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 borrowed only $500 towards my 2010 Nissan Altima right before Christmas 2024. I was a payment behind, called them and left two messages stating I was making payment that Friday, yet on the same day a tow truck driver showed up. This was around the 2nd week of Feb. 2025. I went and picked my car up after I paid the $128.00 to get my car back, the 1st Monday in March 2025.
Upon entering my car I realized the defrost was on high, knowing it was not on when they got the car. I get not even a mile down the road my car runs very hot, pull over, get help, add water..then car wouldn't start. This is when I noticed the latch that holds my hood up, is now missing. It was on there when they got the car.
Get home and my husband looks under front of my car...notice huge blob of grease from tow truck, and a hole I'm my radiator, cracked my front bumper, also the condensing coil is dented in real bad.
So the tow truck driver damaged my car, obviously opening my hood...losing the latch, yet acting like nothing happened.
I filed a claim to Titlemax end of March2025...and still have not heard nothing.
I want them to be reliable for the damage they done to my car. That's fair. Instead they want me to still make my payments...I don't think this is right. Will you help me get down to the bottom of this please?
Business Response
Date: 04/25/2025
****************
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 states their vehicle was
repossessed and suffered various damages. They advise they filed a claim with
TitleMax but have not heard anything and request repair of their vehicle.
A review of TitleMax records revealed that on December 23,
2024, the Complainant obtained a pawn in the amount of $568.00 at a storefront
in Valdosta, GA. The Complainant granted a security interest in a 2010 Nissan
Altima with a VIN ending in ******. The pawn was contracted to be repaid in
full in the amount of $692.90, due January 22, 2025. No payment was made on the
schedule due date and the vehicle was eventually recovered on February 28,
2025, and the pawn was assessed a $50.00 Repossession Fee.
On February 28, 2025, the Complainant made a minimum payment
of $238.80 to redeem their vehicle and refinanced their existing pawn of
$568.00. The pawn was contracted to be repaid in full in the amount of $680.33,
due March 30, 2025. The second and current refinance was completed on April 4,
2025, in which the Complainant made a minimum payment of $124.16 and refinanced
their existing pawn of $568.00. The pawn is contracted to be repaid in full in
the amount of $639.00, due May 4, 2025. As of the date of this response, the
Complainant’s pawn is current.
It is important to note that at the time of origination and
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. By
signing the agreement, the Complainant acknowledged their understanding of the
terms and conditions of the agreement, including the company’s right to recover
the vehicle due to nonpayment.
Regarding the status of their vehicle damage claim, it is
important to note that TitleMax used an unaffiliated third-party vendor to
recover the vehicle. The individuals assigned to recover the vehicle are not
TitleMax employees. As such, any recourse the Complainant may have is with
********* **** ******** (***). The Complainant may contact *** directly at
###-###-#### for any questions or status regarding any claim they may have
previously filed.
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:04/18/2025
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.
On January 31, 2024, I applied for a loan. I was approved for 2300.00 with payments of 204 per month. I repaid 408 a month (weekly and bi-weekly) to speed up the payment process. I made my last payment on October 20, 2024.
On October 23, 2024, I contacted the customer department to ask for the calls to stop and to verify the loan was paid in full. The rep advised it was and added a do not call to the account. No letters were mailed to me about my account.
On April 1, 2025, my vehicle was repossessed. When I called the police, the officer stated my lien holder repossessed my vehicle and advised it was Title Maxx. I contacted the office and spoke with the manager ******* *****. The manager stated that she did not repossess my vehicle and asked me to come to the office. The manager stated that I did a title loan on my vehicle and owed 4,216.00. I stated it was incorrect and noticed the loan amount showed 4500 with repayment totaling 14,000. The manager asked for my license and stated my signature on the document was an exact signature off my license. I stated there is no way that was possible because I did not renew any loans or requested a title loan.
I was able to access the account online and found DocuSign was used which copy and pasted my signature from my license. The signature has been on my license since 2017. The address listed is for an address in Georgia and the number does not exist.
This company is using this process to alter paperwork and renew loans without consent. I have not received any paperwork regarding my vehicle and when I call the company I am told someone will contact me. My vehicle is already listed on an auction site awaiting the outcome, but I cannot get this matter resolved.
Also, the tow company has damaged the vehicle during the process and items (medication, credit cards, my son's wallet, and passport radar detector have been stolen).
I have already paid Title Maxx $3668 on a $2000 loan and now they want an additional $4200.00.
Business Response
Date: 04/24/2025
***************
Thank you for the opportunity to respond to the complaint
filed by ********** ******* (Complainant). TitleMax of South Carolina, 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 their vehicle was repossessed despite them paying their
account in full. They also claim TitleMax altered their paperwork and renewed
their loan without their consent. In addition, they allege various personal
items were stolen from their vehicle. They are requesting the return of their
vehicle and reimbursement for the cost of using a rental car.
A review of
TitleMax records revealed that on January 31, 2024, the Complainant obtained a
loan in the amount of $2,315.00 at a storefront in Summerville, SC. The
Complainant granted security interest in a 2013 Dodge Charger with a VIN ending
in ******. The loan was contracted to be repaid in thirty-five (35) monthly
payments of $401.71 beginning March 8, 2024, with a final payment of $397.63,
due May 8, 2027.Payment history
indicates there were thirteen (13) payments made on the loan. When the payment
was not made on October 8, 2024, the account entered a past due status. Please
note that a Notice of Default & Right to Cure (RTC) was previously mailed
to the address on file on June 20, 2024. Due to continued non-payment, the
vehicle was recovered on April 1, 2025. As of the date of this response, the
Complainant’s loan currently has a past due balance of $4,235.78 but is subject
to change due to interest and/or fees that may be accruing.
Regarding their
personal items that were allegedly missing from their vehicle, the Complainant
should contact ********* **** ******** (***) directly regarding their claim.
*** may be reached at ###-###-####.
It is important
to note 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. Due to the Complainant being
represented by counsel, the information we provide may be limited. We encourage
the Complainant to seek further information through their attorney.
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: 04/24/2025
Legal action is being taken against Title Max and their general manager due to this account was created as retaliation against me for their spouse unfaithful actions. Also, my vehicle has been reported as being driven by an employee at the lot and has damage. I do have legal representation to handle this matter and title max is aware of my attorney's requests.
Regards,
********** *******Business Response
Date: 05/01/2025
May 1,
2025
Better Business Bureau
1169 Dublin Road
Columbus, OH 43215
RE: BBB Complaint ID 23223568
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the rebuttal
referencing the complaint filed by **********
******* (Complainant). TitleMax of South Carolina, 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 legal action is being taken against
TitleMax and also claims their vehicle is being driven around by an employee of
the lot.
Regarding their claim of vehicle damage, the Complainant should contact
********* **** ******** (***) directly regarding their claim. *** may be
reached at ###-###-####.
As stated in our previous response, due to the Complainant being represented
by counsel, the information we provide may be limited. We encourage the
Complainant to seek further information through their attorney.
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:04/15/2025
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 in need of X amount of funds/currency and the idea of seeking auto equity loan was adopted and thus forth I began to inquire of said funding and process,
TitleMax became a source of acquiring the needed loan via Social and Digital content and availability was presented so I stated amount that was needed from loan and filled out paperwork online which was all supposed to be completed remotely and stress-free per stated online via the website and or it's affiliates.
Upon that being completed I was then paused in the process AND re-directed to the auto appraisal process of the loan, which was never mentioned prior to that point, so I do that apointment, and arrive to be turned away for slight misunderstanding and so my father being my Counter-Part on my vehicle and my placing him onto title, had to be present and sign various documentation.So after about 1 or 2 hours I get a notification that loan of 800 was approved clearly not the 2000 loan requested for a 5000 title as collaboration instrument not a handover but I shrugged it off as well see then all the sudden 30min later thedr over again.
Now mind you I've not only filled this info in prior to coming in but now she's manually filling in new application saying I got it don't worry I'm like why are you refilling the application and how are you compiling info to switch over to this new application.
Either way she re-did what was already approved and submitted also with the pics. She began to go show
Business Response
Date: 04/17/2025
*******************
Thank you for the opportunity to respond to the complaint
filed by ***** * **** (Complainant). TitleMax of Nevada, 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 they are a dependent of
a veteran and are prohibited from the type of loan they obtained due to the
Military Lending Act (MLA) and allege the Annual Percentage Rate (APR) is above
the allowed limit due to this. They request the loan be dissolved with the
return of their title.
A review of TitleMax records revealed that on April 10, 2025,
the Complainant obtained a loan in the amount of $850.00 at a storefront in Las
Vegas, NV. The Complainant and vehicle co-owner granted a security interest in
a 2000 Mercedes-Benz CLK Class with a VIN ending in ******. The loan is
contracted to be repaid in six (6) payments of $246.82 due monthly beginning
May 10, 2025, with a final payment of $246.78, due November 6, 2025. As of the
date of this response, the Complainant’s loan is current.
At the time of loan origination, the Complainant signed a
Title Loan Agreement, Promissory Note 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. By signing the loan agreement, the
Complainant acknowledged their understanding of the terms and conditions of the
loan. It is also important to note that a TitleMax employee explained the terms
and conditions to the Complainant. TitleMax ensures that all fees and interest
charged are in compliance with all applicable State and Federal laws and
regulations. It should also be noted that the co-owner of the vehicle is not a
co-borrower for the loan and only provided consent to use the vehicle as
collateral for the loan.
Please note that when the Complainant
originated the loan, they selected "no" to each of the Covered
Borrower Identification Statement questions on military service on the initial
application and subsequent application.Further, as an automatic part of the
loan application process, TitleMax ran the Complainant’s information through
the Military Lending Act ("MLA") database, which yielded a negative
result.For an individual and/or a dependent to be considered a covered
borrower under the MLA, the individual must be an active duty service member or
married to an active duty service member, or if a member of the reserves or
married to a member of the reserves, the individual must provide paperwork
stating he/she is under a current call or order to active duty for a period
longer than thirty (30) days.Neither the SCRA nor MLA provide protections
for veterans or their dependents. Nevertheless, upon receiving the complaint,
we conducted another thorough review of the Complainant’s military status in
the SCRA and MLA databases. The results were again negative, indicating that
the customer is neither active in the military nor a dependent of a currently
active military member.
We believe that the conditions of the loan were clearly
disclosed and cannot find any evidence of wrongdoing. Therefore, the
Complainant shall remain bound by the terms of the agreement signed on April
10, 2025. For any other questions regarding the loan, we encourage the
Complainant to 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,
BSG – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 04/18/2025
I did not have anything to do with the subsequent application the titlemax employee did it all by herself which I thought was weird I also asked about all the current scrutiny and cfpb violations and the SAID business practices they are prohibited from because I don't want it if it's not a fair and legal shake and she said it was nothing but it is something and according to the FID they are court ordered and prohibited from obtaining titles and giving loans under false pretenses and via insane APR which is way past 39% APR and I didn't agree on anything or sign anything they gave me an amount after they had already had possession of my stuff but it's OK this will be ceased and desisted of as ordered by the Supreme and District court specifically for Titlemax and its affiliates I found AL this out directly after leaving the office and researching.
So if no compliance from them I'll just take it a step or two further but I will not be a victim to there tyranny and bullying knowing what they have been doing and continuing to do there was no truth I they're lending at all and I didn't agree on anything I was forced after the initial greet it was more or less we got you now I was stripped of my title before I knew anything or got anything as to appear desperate.
Regards,
***** * ****They only gave me that one peice of paper which is why that is all I uploaded I asked her for the files/documents etc... she said when they populate I would recieve them now mind you I did not have anything to do with the subsequent application, she stated some error was on. It the original I personally submitted. But she said she would fix it don't worry I'm like fix what. Then she did everything all over again and just kept saying it's OK just a little longer. Then told me link a debit card and see u later I didn't even know there was 7 pages I've have never seen these documents neither in store or sent via email. The paper I uploaded was the only thing I was issued upon finishing the process which as stated was rather abrupt, encroaching, invasive and not very transparent.
Business Response
Date: 04/30/2025
***************
Thank you for the opportunity to respond to the rebuttal
referencing the complaint filed by ***** * **** (Complainant). TitleMax of Nevada, 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 have
anything to do with the subsequent application and the TitleMax employee did it
on their own. They claim they did not agree to anything and were forced into
the loan. In addition, they state they never saw documents in store or through email.
To address the Complainant’s concern regarding a store
employee assisting with their application, it is important to note that the
Complainant signed the subsequent application confirming that the information
on the application was correct.
Regarding the Complainant’s claim that they did not agree to
anything, as stated in our previous response, at the time of loan origination,
the Complainant signed a Title Loan Agreement, Promissory Note 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. By signing the loan
agreement, the Complainant acknowledged their understanding of the terms and
conditions of the loan. It is also important to note that a TitleMax employee
explained the terms and conditions to the Complainant. TitleMax ensures that
all fees and interest charged are in compliance with all applicable State and
Federal laws and regulations.
Further, the signed agreement contained a clause regarding Right
to Rescind:
“As permitted by Chapter 604A, I may
rescind this Note, without cost, no later than the close of business on the
first business day after the Loan Date by returning the Amount Financed to
Lender at the store at which I obtained the Loan. Upon the timely cancellation
and return of the Amount Financed, Lender will credit my account for any
accrued interest and any Lien Filing Fee charged, cancel the Loan, and mark it
paid-in-full. If I do not cancel this Note in compliance with this Section 6,
the Loan and this Note remain in full force and effect.”
Our records do not reflect the Complainant attempting to make
any efforts to rescind their loan at any point.
To address the Complainant’s claim that they were unable to
view any documentation, it is important to note that the Complainant signed a “Consent
to Electronic Disclosure, Communications and Signatures” document that
consented to receive and sign all documents electronically and included
instructions regarding obtaining their physical documents. The Complainant may
view their documents on the Online Portal or may request a copy of their
documents at their local store front. However, we will also mail a copy of the
loan agreements to the address on file.
TitleMax believes that the conditions of the pawn were
clearly disclosed and finds no discrepancy or concern in how the transaction
was processed, 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,
BSG – Consumer Complaints
** *** ***
********** ** *****Business Response
Date: 05/16/2025
**************
Thank you for the opportunity to respond to the complaint
filed by ***** * ****
(Complainant). TitleMax of Nevada, 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 full loan documents
have not been provided to them, and a copy is not available on the portal.
To address the Complainant’s original allegation that no loan
documents have been provided, on April 30, 2025, we mailed a copy of the loan
agreement to the address provided within their complaint. As a gesture of
goodwill, we have mailed a copy of the agreement a second time on May 15, 2025.
Please note that the Complainant may request a copy of the loan agreement at
the local storefront as well.
For any other questions regarding the loan, we encourage the
Complainant to 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,
BSG – Consumer Complaints
** *** ***
********** ** *****Initial Complaint
Date:04/15/2025
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 borrowed no more then 3-400 dollars from the business for my title almost 10 years ago. not sure but i’ve paid almost 6 to 7 thousand back. some 1 call me a couple months back and said they or working on something to close the account since i’ve paid so much over what i borrowed. no on never contacted me .. i’ve called several times to. try to receive answers on why i haven’t received a call.Business Response
Date: 04/18/2025
****************
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 states they were told someone
would contact them about closing their account due to the length and amount
paid over the course of almost ten (10) years. They have not received a call
and request a billing adjustment.
A review of TitleMax records revealed that on April 2, 2015,
the Complainant obtained a pawn in the amount of $518.00 at a storefront in
Atlanta, GA. The Complainant granted a security interest in a 1999 Buick Regal
with a VIN ending in ******. The pawn was contracted to be repaid in full in
the amount of $595.65, due May 2, 2015. The Complainant completed four (4)
extensions before making a payment of $100.00 on August 28, 2015, refinancing
their existing pawn of $800.00 and borrowing an additional $356.96. Multiple
extensions were completed during this pawn.
Between February 21, 2017, and November 15, 2024, the
Complainant refinanced their pawn on forty-four (44) more occasions and completed
fifty (50) extensions. The current refinance was completed on November 15,
2024, in which the Complainant made a payment of $44.38 and refinanced their
existing pawn of $343.56. The pawn was contracted to be repaid in full in the
amount of $386.51, on December 15, 2024. Payment history on the most recent
refinance indicates there have been five (5) payments made on the pawn as well
as five (5) extensions. As of the date of this response, the Complainant’s
account is current, and their payment is due May 14, 2025.
At the time of pawn origination and 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. In addition, the
agreement includes notices on Extension and Continuation which states:
“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 each agreement, the Complainant acknowledged their
understanding of the terms and conditions of the pawn.
It is important to note that Title Max 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
loan 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. However, as a gesture of goodwill, TitleMax is willing to
forgive the remaining outstanding balance of $381.60 and release the
Complainant’s vehicle title. A representative from the local storefront will
contact the Complainant 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,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 05/14/2025
i filed a complaint with you guys about a month ago. we resolved the issue i thought. the companie called me in to sign papers for a title release. as weeks passed and iam waiting on my title. i receive a threatening call stating that if i dont make a payment today my vehicle will be repossessedBusiness Response
Date: 05/16/2025
May *******
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 states they resolved their account but received a threatening call stating if their payment was not made, then their vehicle would be repossessed. They also have not received their title back yet.
To address the Complainants statement regarding the collection phone call, records reveal the Complainant signed the settlement agreement on April 16, 2025, and an electronic lien release was submitted that same day. We apologize for the error in which the Complainant received a phone call despite already having settled the account.
Regarding their title, upon the lien release on April *******, the title was to be mailed to the local store front and upon arrival, the Complainant would be contacted to pick up their title. We have confirmed that on May 15, 2025, the Complainant retrieved their title from the store front.
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:04/10/2025
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 had a title loan through title max, all my loans interest had been paid up until February 24,2025, when I paid off my loan in full. Immediately after paying that loan off via the app I called the company and they acknowledged it was in fact paid off and said it could be a couple of weeks before I had received my title back. Come March 26,2025 I called again because I had not received word. They stated they had sent the paper work to Atlanta and it could be any day. It’s now April 10, 2025, I’ve contact the state of GA and they said they have not received anything from the company releasing the lien on my vehicle which is why I have not received anything.
I want them to release the lien and provide me with my title as promised.Business Response
Date: 04/14/2025
****************
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 states they had a title loan
through TitleMax and paid off the loan on February 24, 2025. They request the
release of their lien and to be provided with the title.
It should be noted that contrary to the Complainant’s
statement of receiving a “loan,” TitleMax operates as a pawnbroker in
accordance with Georgia law and does not issue loans.
A review of TitleMax records revealed that on January 20,
2021, the Complainant obtained a pawn in the amount of $640.25 at a storefront
in Hinesville, GA. The Complainant granted a security interest in a 2007 Nissan
Pathfinder with a VIN ending in ******. The pawn was contracted to be repaid in
full in the amount of $736.22, due February 19, 2021. On January 31, 2021, the
Complainant made a payment of $35.19 and refinanced their existing pawn of
$640.25, borrowing an additional $275.00. The pawn was contracted to be repaid
in full in the amount of $1,043.29, due March 2, 2021.
Between March 1, 2021, and February 1, 2025, the Complainant
refinanced their pawn on twenty-six (26) more occasions, borrowing an
additional $575.00 total. The final refinance was completed on February 1,
2025, in which the Complainant made a payment of $128.61 and refinanced their
existing pawn of $907.80. The pawn was contracted to be repaid in full in the
amount of $1,021.28, due March 3, 2025. Payment history indicates that on
February 24, 2025, the Complainant made a payment of $1,021.28, paying off the
remaining balance of the pawn.
Regarding the Complainant’s request for a lien release and
the return of their title, TitleMax has confirmed that the lien has been
released, and the title is available for pick up during business hours at the
store they originated the pawn. For any additional questions regarding pick up
the Complainant may contact the local store front 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 Complaints
** *** ***
********** ** *****Customer Answer
Date: 04/18/2025
As of 4/18/25 0945 EST I received my title from the local branch.Initial Complaint
Date:04/08/2025
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 had a title loan with TitleMax and I became late on my first payment due to unfortunate circumstances that was out of my control so therefore they came to repossess my truck. They came and got my truck without my knowledge and I was unable to get my property from the vehicle when they did so. Just because I was late making a payment and my truck was repossessed there was no reason for my belongings inside the vehicle to be destroyed. I had tools that consisted of two ******-Cable drills one a regular drill and one a driver drill they come in a set which was $219 plus tax. I also had a I think it was 141 piece hyper tough tool set that was $39.97 plus tax. And then I had a angle grinder that was brand new I just had purchased it it was $64.99 plus tax. And also had some other tools hammer and a few other things it's ratchet straps that I just purchased and they were also ruined. Each of these tools were left on the back of my truck and I tote they were taken from the front and putting in a tote on the back of my truck to be destroyed. They were sitting in water. I believe that since my tools were destroyed and it was not my fault I believe I'm entitled to compensation for these. There is no reason for my belongings to be removed from the front of my truck and put on the back. My truck was repossessed on Wednesday night and I spent all day coming up with the payment to get my truck back. I went Friday morning and made the payment and received my release for the vehicle. I called several times trying to get my vehicle back and no one could find my truck and finally they called the tow yard that towed my truck and they had my truck. Either way my belongings were destroyed and I need my money for my tools that were destroyed. The amount of the tools is an estimate. These tools were not garbage. These tools I used to work with now what am I supposed to do?Business Response
Date: 04/11/2025
April 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 their vehicle was repossessed without their knowledge after failing to make their first payment on time. They claim that they discovered various tools were destroyed from water damage upon picking up their vehicle and request money for the tools to be replaced.
It should be noted that contrary to the Complainants statement of receiving a loan, TitleMax operates as a pawnbroker in accordance with Georgia law and does not issue loans.
A review of TitleMax records revealed that on January *******, the Complainant obtained a **** in the amount of $1,018.00 at a storefront in *******, **. The Complainant granted a security interest in a 1999 **** F150 with a VIN ending in A79621. The **** was contracted to be repaid in full in the amount of $1,221.50, due February 15, 2025. When the payment was not made on February 15, 2025, the **** entered a past due status and due to continued non-payment, the vehicle was recovered on April 3, 2025.
On April 4, 2025, the Complainant made a payment of $400.00 to redeem their vehicle and refinanced their existing **** of $998.75. The **** is contracted to be repaid in full in the amount of $1,153.52, due May 4, ******* of the date of this response, the Complainants **** is current.
It is important to note that 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 **************** addition,the agreement states: Default and Grace ******* Additional Charges: If you choose not to redeem the Vehicle on or before the Maturity Date or extend the Maturity Date as provided in Section 5, then you will be in default. Upon default, Pawnbroker may take possession of the Vehicle.
Further, the signed agreement also contains the following disclosure:
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.
TitleMax views recovery as a last resort. Regarding the Complainants statement that their vehicle was repossessed without their knowledge, when no payment was made, nor was the **** refinanced, the Complainant defaulted on the ****. By signing the agreement, the *********** acknowledged their understanding of the terms and conditions of the agreement,including the companys right to recover the vehicle due to nonpayment. In addition, multiple attempts to contact the Complainant were made regarding repayment prior to repossession, however, our calls were left unanswered and messages unreturned.
Please note, TitleMax uses an unaffiliated third-party recovery vendor, Insurance Auto Auction (IAA), to facilitate the recovery and auction of vehicles. Regarding their allegation of damage occurring to various tools, the vehicle was recovered by ***, and not while it was in TitleMaxs possession. Any recourse the Complainant may have will be with the recovery vendor. We encourage the Complainant to direct their damage claim to Insurance Auto Auction reachable at **************.
TitleMax believes that the conditions of the **** were clearly disclosed and finds no discrepancy or concern with the recovery of the vehicle. The Complainant may contact TitleMax directly at ************** for any other 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,
BSG Consumer Complaints
PO Box 550
******************Customer Answer
Date: 04/12/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23178492
I am rejecting this response because: Titlemax repossessed my vehicle that is a fact. When doing so they also took possession of my tools that I use to work with daily. I understand the contract that I signed completely. My tools were not on the repossession list. Only my vehicle was to be repossessed. I should have been allowed to retrieve my belongings from the vehicle before it was hauled off. I also paid to have my truck released on a Friday and I did not get my truck back till the following Tuesday. I should have immediately been able to get my truck back. When I called to see about getting it they could not find my truck. Supposedly it was still at the impound lot of the ones who towed my truck to begin with. What I'm getting to is when TitleMax had my truck repossessed they also repossessed my belongings that were in the truck. My belongings should have never left according to the contract only my truck was to be repossessed. So I don't think that *** is responsible for my tools, TitleMax is. *** would have never had to deal with my tools if Titlemax would have only taken my truck and not my tools. That left *** to have to deal with my belongings because Titlemax took my truck with my belongings. Without my tools I can't work and I was out of work because I failed to make my payment on time, yes that's my fault. And it is my fault my truck was repossessed. What is not my fault is my tools coming back to me on the back of my truck after being removed from the inside of my truck and sitting in a plastic tote full of rain water. Now when you have power tools the operate on battery and they sit in water, they no longer work. Now what am I going to work with? That's right you guessed it, I don't. Now I believe that I should have my tools replaced by Titlemax. Thank you for reading and I hope this comes to a resolution ASAP so I can get back to work so I can pay my truck off and put all this behind me.
Regards,
******* *****Business Response
Date: 04/15/2025
April 15, 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 states various tools were damaged during repossession due to water damage. They state that despite paying to get their vehicle on a Friday, they were unable to get their vehicle until Tuesday.
TitleMax uses an unaffiliated third-party recovery vendor,Insurance Auto Auction (IAA) to facilitate the recovery, and auction of vehicles, as well as conducting an inventory of items. Regarding the allegation of damage occurring to various tools, as stated in our previous response the vehicle was recovered by ***, and not while it was in TitleMaxs possession,any recourse the Complainant may have will be with the recovery vendor. We encourage the Complainant to direct their damage claim to Insurance Auto Auction reachable at **************.
Regarding the Complainants statement of not being able to get their vehicle the same day of payment, please note that appointments are made by availability, and *** is closed on weekends. Once the vehicle arrived on *** premises on April 7, 2025, the Complainant was able to book an appointment the following day to retrieve their vehicle.
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: 04/17/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23178492
I am rejecting this response because: If *** took possession of my vehicle on April 7 2025 then my car was at the repo yard of the repo man that took possession of my vehicle and held it all weekend. Therefore Titlemax is responsible for my stuff being ruined. I don't know why it is such a problem to have to replace my tools. I work with these tools and I would appreciate if Titlemax would replace them. My stuff was put on the back of my truck by the tow truck driver and left in the rain all weekend. If you check and see it rained pretty much all weekend and it never rained when *** had possession of my truck. Titlemax should have never took my tools with the truck to begin with. It states in the contract that Titlemax should take possession of the vehicle and not my belongings inside the vehicle. We were home when they repossessed my truck and know one knocked on my door and told me they were even taking it. Thank you.
Regards,
******* *****Initial Complaint
Date:04/08/2025
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 car was repossessed by a third party company with titlemax. When I received my car back, there was damage to my passenger mirror and damaged to my driver side door. There were also items stolen from the vehicle. I went back and forth with titlemax and ***(3rd party) trying to figure out who handles my claim and they have both just pointed fingers. I’ve talked to titlemax corporate office who stated that the claim is handled at the local titlemax office(waxahachie, tx). For about 2 weeks the local office said they would talk to the store manager to figured things out. After waiting that 2 weeks, I contacted the local office and was told by **** that basically after waiting all that time there wasn’t much they could do about it. I’m left with no directionBusiness Response
Date: 04/11/2025
**************
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 claims their
vehicle was recovered by a third party for TitleMax, and after redeeming it,
they discovered damage to the vehicle and items were missing. The Complainant
alleges they have spoken to TitleMax and the third party, IAA, to determine who
would handle their claim, however they have been left with no direction.
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 November 14, 2024, a thirty (30) day loan was
obtained with First Star Financial, LLC in the amount of $983.00, at a
storefront in Waxahachie, TX. The Complainant granted a security interest in a
2008 Chrysler 300 with a VIN ending in ******. The loan was contracted to be
repaid in full in the amount of $1,199.05 on December 14, 2024. When the
payment was not received on December 14, 2024, the account entered into a
past-due status. Due to continued non-payment, the vehicle was recovered and a
recovery fee of $460.00 was assessed. The Complainant made a payment of $758.98
on February 24, 2025, to redeem the vehicle and refinance the loan. The
refinance was contracted to be repaid in full in the amount of $1,199.05 on
March 26, 2025.
A review of the
payment history on the refinance indicates there have been no payments made on
the loan. As of the date of this response, the Complainant’s account currently
has a past due balance of $1,263.88 but that is subject to change due to
interest and/or fees that may be accruing.
Regarding the
claim of the damages done by the recovery company and the missing items, it is
important to note that the individual assigned to recover the vehicle is not a
TitleMax employee. TitleMax encourages the Complainant to contact ********* **** ******** (***) at ###-###-####. *** facilitates the investigation of
claims of damage and/or stolen items.
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: 04/17/2025
*** states that the photos of state of the car are sent to TitleMax and that they are the only party I can retrieve pictures or a report from. TitleMax told me for an entire month that they were working on things but now state they have nothing to do with it. Also, the information on the loan agreement does not justify what happened to the vehicle or the items being stolen.
Regards,
******* *******Business Response
Date: 04/28/2025
****************
Thank
you for the opportunity to respond to the rebuttal referencing 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 rejects the company’s response claiming IAA informed
them that photos of the vehicle were sent to TitleMax. The Complainant further
alleges that TitleMax was working on their issue for a month; however now the
Company states they have nothing to do with it.
Unfortunately,
the Complainant is mistaken that TitleMax is able to provide photos of the
vehicle or a report regarding damage and missing items. In our previous
response, TitleMax informed the Complaint that the individual assigned to recover the
vehicle is not a TitleMax employee and encouraged the Complainant to contact
********* **** ********, at ###-###-####, regarding the damage to the vehicle
and the missing items, as *** facilitates the investigation of claims of damage
and/or stolen items. As a courtesy, TitleMax contacted *** to determine the
outcome of their investigation and found *** denied the claim, stating the
damage being claimed appeared to have been present prior to arrival and the
items being claimed were not visible. We apologize for any inconvenience
the Complainant may have experienced while awaiting a response, however once
TitleMax received the Complainant’s previous complaint, the Company thoroughly
investigated the claim and promptly responded within the allotted time frame. The Complainant
has stated they will be reaching out to their attorney regarding the claim
denial.
We believe that the
conditions of the loan were clearly disclosed and we cannot find any evidence
of wrongdoing. For any additional questions or concerns regarding their
account, we urge the Complainant to 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 Complaints
** *** ***
********** ** *****Initial Complaint
Date:04/05/2025
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.
On March 28th, 2025 I submitted a settlement payment of $3,500 to Title Max Repossession Dept. in order to retrieve my vehicle back that was towed due to the Lien Titlemax had on my vehicle. I made the payment and picked up my vehicle on April 1, 2025. As of today, post 8 days since payment, Titlemax not only still has a lien on my title and is NOT following the law by releasing themselves off of my Eletronic car title but they are also transferring me to several internal departments who are blaming each other for why my account is still in repossession status after payment was made in addition to refusing to lift the electronic lien on my vehicle.Business Response
Date: 04/08/2025
**********
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 states the lien had not been released on their vehicle even though
they made a settlement payment eight (8) days ago. The Complainant requests the
removal of the lien on their electronic title immediately.
A review of
InstaLoan records revealed that on June 19, 2024, the Complainant obtained a
loan in the amount of $2,832.43 at a storefront in Miami, FL. The Complainant
granted a security interest in a 2016 BMW X1 with a VIN ending in ******. The
loan was contracted to be repaid in full in the amount of $2,926.50, due July
19, 2024. On July 26, 2024, the Complainant made a payment of $367.87 and
refinanced their existing loan of $2,574.75. The loan was contracted to be
repaid in full in the amount of $2,917.07, due August 25, 2024.
On August 30,
2024, the Complainant made a payment of $353.79 and refinanced their existing
loan of $2,574.75. The loan was contracted to be repaid in full in the amount
of $2,931.83, due September 29, 2024. The third and final refinance was
completed on September 14, 2024, in which the Complainant made a payment of
$219.51 and refinanced their existing loan of $2,574.75, borrowing an
additional $1,009.00. The loan was contracted to be repaid in full in the
amount of $4,017.28, due October 14, 2024.
When the payment to
refinance or pay the loan in full was not made on October 14, 2024, the loan entered
a past due status. Due to continued non-payment, on March 14, 2025, the vehicle
was recovered and a Notice of Our Intent to Sell was mailed to the address on
file the same day. On March 19, 2025, the Complainant agreed to settle the
account in the amount of $3,500.00 to be paid by March 29, 2025. The
Complainant paid the total settlement amount in two (2) payments on March 28,
2025, and was able to retrieve their vehicle on April 1, 2025.
To address the
Complainant’s concern regarding the lien release, the lien was released
electronically on April 7, 2025. For any additional questions regarding their
account, the Complainant may contact InstaLoan 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 Complaints
** *** ***
********** ** *****Customer Answer
Date: 04/08/2025
the lien is still on my title. Today makes 11 days since payment made. Lien still shows I have been hindered a great deal by losing 2 buyers for my vehicle because this business Failed horribly in turnaround time and procedure for when a vehicle is released. In addition I have waited almost days for manager or supervisor to call after being hung up on by incredibly rude staff. Aftwr waiting on hold for 35 minutes to get a Rep on , *** in the Repo department decided to hang up on me because he simply “did not like my tone” I asked for his manager to call me Still never got a call. Unprofessional and now just making me lose money on car sale.
Regards,
******* *****
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