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:02/18/2025
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.
I would like to get my truck back and I paid the loan completely off. I have the title, lien release on February 13th and pay off receipts. They said they are going to sell my vehicle at a public auction. Yesterday, I went to Ideal Recovery, the repossession company. I had a police officer come down there and he agreed with me that they should give me my property back. The rep at Ideal Recovery said she had no authority and TitleMax would have to return my property and they said that they don't have the truck. On Friday, Feb. 14th I was on the phone with TitleMax and ***** said he would send the papers down and then called and said he would not send the papers because it had to go to **********.
I would like my truck returned to me.
Business Response
Date: 02/21/2025
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 paid their loan off. They are requesting their vehicle be
returned to them.
A review of
TitleMax records revealed that on September 7, 2024, the Complainant obtained a
loan in the amount of $820.50 at a storefront in Desloge, MO. The Complainant
granted a security interest in a 1995 Dodge Ram 1500 with a VIN ending in
******. The loan was contracted to be repaid in twenty-three (23) monthly
payments of $171.70 beginning October 5, 2024, and a final payment of $169.62,
due September 5, 2026.
Payment history
indicates there have been eight (8) payments made on the loan. When the payment
was not made on January 5, 2025, the account entered a past due status. Due to
continued non-payment, the vehicle was recovered on February 12, 2025. The
Complainant made five (5) payments totaling $1,795.00 on February 13, 2025,
paying the loan off in full. That same day, they were provided both their title
and the lien release.
To address the
Complainant’s concern regarding obtaining their vehicle, please note TitleMax
utilizes a third-party vendor and due to various issues including the weather,
the vehicle was delayed in the delivery to the auction house. The vehicle
arrived at Insurance Auto Auctions (IAA) on February 20, 2025. The Complainant has
set up an appointment to pick up the vehicle on Monday February 24, 2025 but
they are welcome to pick up the vehicle on Friday February 21, 2025, at 4:30PM.
TitleMax has attempted to contact the Complainant to inform them of the earlier
pick-up option but was unsuccessful.
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:02/13/2025
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 have a loan through this company and make the payments on time that I go in and make payments instead of doing auto pay because I like to have a physical receipt on February 13, 2025 before the business opened they had auto withdrew my loan payment out of my account without my consent when the auto pay isturned offBusiness Response
Date: 02/18/2025
February 18, 2025
Better Business Bureau
*************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by Kayelee Self (Complainant). ******************** DBA Check Into Cash, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant claims on February 13, 2025, an automatic payment for their loan was withdrawn from their bank account without their consent. The Complainant is requesting a refund.
A review of Check Into Cash records reveals that on April 4, 2024, an installment loan was obtained in the principal amount of $700.00 at a storefront in *******, **. The loan was contracted to be repaid in twelve (12) payments in the amount of $89.86, beginning on April 25, 2024, and a final payment of $89.83, due on October 10, 2024. On August 3, 2024, the Complainant made a payment of $3.95 and refinanced the loan for the remaining balance of $362.77, borrowing an additional $337.23. The loan was contracted to be repaid in twelve (12)payments of $92.00, beginning on August 29, 2024, and a final payment of $91.94,due on February 13, 2025. On October 24, 2024, the Complainant made a payment of $44.54 and refinanced their loan for the remaining $583.59, borrowing an additional $316.41. The loan was contracted to be repaid in sixteen (16)biweekly payments of $96.26, beginning on November 7, 2024, and a final payment of $96.20, due on June 19, 2025. The last refinance was completed on January 20, 2025, in which the Complainant made a payment of $15.33 and refinanced their loan for the remaining balance of $702.98 borrowing an additional $297.02. The loan was contracted to be repaid in sixteen (16) payments of $112.24 bi-weekly, beginning on February 13, 2025, and a final payment of $112.26, due on September 25, 2025.
A review of the payment history on the most recent refinance indicates there has been one (1) ACH payment received on the loan on February 13, 2025. The payment was auto debited due to the Complainant having signed an ***/ACH Payment Authorization at the time of loan origination, disproving the Complainants allegation of dissent.The Complainant contacted Check Into Cash on February 13, 2025, and requested the payment be refunded and stated they would dispute the payment with their bank. Check Into Cash complied with the Complainants request to remove the autopay feature at that time. As of the date of this response, the Complainants account currently has a balance of $1,018.60 but that is subject to change due to interest and/or fees that may be accruing.
As we believe that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing, the request for a refund of payment will not be accepted at this time. Should the Complainant have additional questions regarding their account, we encourage them to contact our *************************** 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:02/11/2025
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 took out a $500.00 payday loan through this company online. The next Payday Paid it off and they took out a double payment out of my account. While they said I can get a refund they are refusing to do it in a timely manner.
They have caused me and my family great hardship due to the double payment out of our account we are in the negative in our account, and if we do not have this money back by Friday to our account we will not have gas money to get to our jobs risking us loosing our jobs.
I normally am a very understanding person, but this isn't the first time this company has done this and the last time it happened I had my money within 24 hours. They treated me with so much disrespect when I called, I have called several times, being treated rudely, disconnected, even transfered and they picked up phone and proceeded to ignore me I could hear them talking to the people around them and totally ignored me who stayed on the phone like that for 5-7 minutes just to make sure it wasn't a glitch on their end.
The only answers I could get from them was I would get my money back in 7-10 days after it was processed last I was told they were waiting on a signature sign off on being able to process it so we are looking at 14 days before I get my money back
Business Response
Date: 02/14/2025
February 14, 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). Check Into Cash of ************, DBA Check Into 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 a double payment was taken out of their account. They claim that while they were informed a refund would take place but was not done in a timely manner. Further, they allege they were treated with disrespect and calls have disconnected the calls. They want their money back.
A review of Check Into Cash records revealed that on January 31, 2025, the Complainant obtained a payday loan in the amount of $500.00 online. The loan was contracted to be repaid in full in the amount of $575.00 on February 7, 2025. Payment history indicates that on February 7, 2025, the automatic payment processed, and the Complainant also processed a debit card payment. A refund to the debit card was initiated on February 7, 2025, and was confirmed as completed on February *******. Please note that refunds can take up to 5 business days to process, and transactions processed over a weekend may take longer to reflect.
Check Into Cash endeavors to assist our customers with all of their concerns and provide the best service possible. In response to the Complainants poor customer experience, we have forwarded their claim to the appropriate members of management to further investigate to improve customer service.
********************** Into Cash 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 **************** 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
PO Box 550
*******************Initial Complaint
Date:02/10/2025
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.
since October 2023, I have had a title loan with titlemax, every 30 days they refinanced and I cannot access my paper work. in may of 2024 I refinanced with a 5 month loan, still not able to access my documents. the apr is 184% which i knew nothing about because i cannot access my paperwork. and I never pay late because they don't give graced periods and will tow the next day. without receiving any phone call, letters or anything stating that I was 2 months late, they had my vehicle towed today. I was able to get to my bank and provide titlemax with proof where I had made my last 2 payments and on time, they said it was a glitch in their system and I am up to date. I still do not have access to my vehicle because they ***** to unlock my title max account. I believe I am a victim of predatory lending because of how much I have paid with my balance not going down. I have tried numerous times to settle with titlemax but there is always a reason why they won't. the glitch this morning told me 3 different amounts which they could not see on their end. I believe titlemax stole my vehicle today and I need help.Business Response
Date: 02/14/2025
February 14, 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 having issues with accessing their documents and without prior notice their vehicle was repossessed due to late payments.After proving they are current on their payments, they still do not have access to their vehicle and believe that they are a victim of predatory lending because their balance does not decrease. They further state they have tried numerous of time to settle with the company without success. They are requesting the loan to be settled and to reimburse them for a rental car.
TitleMax of ***********, DBA TitleMax is a registered Texas Credit ********************* (***) and assists consumers in obtaining loans from willing,unaffiliated lenders. TitleMax services the loan but is not a lender in ******TitleMax charges a *** fee in the amount permitted by Texas law.
A review of TitleMax records revealed that on October 30, 2023, a loan was obtained with NCP Finance in the principal amount financed of $1,800.00 at a storefront in *************, **. The Complainant granted a security interest in a 2007 ***** Civic with a VIN ending in ******. The loan was contracted to be paid off over the course of five (5) months with the first payment due to the *** of $341.02 on December 1, 2023, followed by three (3) *** payments of $325.00 due monthly beginning on January 1, 2024. On April 1, 2022, the Complainant was responsible for making the final *** payment of $325.00 and $1,875.55 to the lender representing their interest and principal. On March 30, 2024, the Complainant made a payment of $399.56 and refinanced their existing loan of $1,800.00, borrowing an additional $300.00. The loan was contracted to be repaid in full in the amount of $2,500.75, due on May 3, 2024.Between May 4, 2024, and November 4, 2024,the Complainant refinanced their loan on nine (9) occasions, borrowing an additional $1,083.00 total. The last refinance was completed on December ******, in which the Complainant made a payment of $476.61 and refinanced their loan for the remaining balance of $2,980.13. The loan was contracted to be paid off over the course of five (5) months with the first payment due to the *** of $440.76 on January 5, 2025, followed by three (3) *** payments of $440.76 due monthly beginning on February 5, 2024. On May 5, 2025, the Complainant would be responsible for making the final *** payment of $440.76 and $3,101.97 to the lender representing their interest and principal.
A review of the payment history on the most recent refinance indicates two (2) on-time payments were made on the loan. Unfortunately,due to an accounting error, on February 10, 2025, the vehicle was repossessed. On February 11, 2025, a settlement was reached, and the vehicle was returned to the Complainant. On February 12, 2025, the Complainant satisfied the account,and the ******************** was released.
Please note that we are unaware of any issues with customers accessing the customer portal. Also, *********************** reasonably ensures that its development, delivery, and servicing of products will not result in an act or practice that is unfair, deceptive, or abusive.
We hope that we have fully addressed the complaint. Should the Complainant or the Consumer Financial ***************** require further explanation, we may be reached at ************************************.
Sincerely,
BSG Consumer Complaints
PO Box 550
*******************Initial Complaint
Date:02/04/2025
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.
I took out a loan with this location in July I made payments usually before or after the due date which would incur charges of ten dollars daily,but I would still contact the store or they would reach out to me and I would let them know I’m going to make payments usually before the 30 day period,every time the payment is late I notice they would renew the contract which changes the payment date,in October 2024 my contract was renewed which locked me into paying 327 or more to get the interest down,in December I fell behind on payment but stayed in contact with the company locally and corporate,corporate reached out to me on January 20 to explain that I need to make a payment of 127.00 I would be given a 30 day extension because I had made a payment for 200 on January 7 so I agreed but then I called back to corporate just to confirm the agreement,I made the payment on the 23 because we end of having a bad snow storm and the stores were closed.I never heard anything back from corporate.I received a phone call January 30 from the local store stating my account was past due and was asked when will I be able to bring it up to date,I explained that I would be able to make two payments one being on the 12 and the other being the following week,I was told to just make the payment in full instead of doing partial payments which I said ok I would just make the full amount on the 12,The guy explained to me that he was the new district manger at the store and as long as I communicated with him I should be ok and my vehicle wouldn’t be repossessed as long as I makes the full payment,he did not stay how much it was behind he only stayed how many days nor did he tell me that my vehicle was up for repossession.As of February 4,2024 my car was repossessed and my portal is saying that I’m $62.00 behind which I’m assuming is late fees,I feel like the district manger could have explained that to me inour phone call and this would have been avoided and the fees as wellBusiness Response
Date: 02/07/2025
*************
Thank you for the opportunity to respond to the complaint
filed by *******
****** (Complainant). TitleMax of Georgia, Inc., DBA TitleMax, a
member of Community Choice Financial® family of brands, appreciates
the role of the Better Business Bureau in resolving consumer concerns. We are
happy to provide this response.
To summarize, the Complainant claims their vehicle was
repossessed after being told the vehicle would not be repossessed if full
payments on the loan were made.
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 May 14, 2024, a
pawn was obtained in the principal amount financed of $743.00 at a storefront
in Augusta, GA. The Complainant granted a security interest in a 2005 Chevrolet
Tahoe with a VIN ending in ******. The pawn was contracted to be repaid in full
in the amount of $898.96, due June 13, 2024. On May 17, 2024, the Complainant
made a payment of $15.60 and refinanced their existing pawn of $743.00
borrowing an additional $325.00. The pawn was contracted to be repaid in full
in the amount of $1,281.49, due June 16, 2024.
Between May 22, 2024, and February 5, 2025, the Complainant
was granted three (3) extensions and refinanced their pawn on eight (8) more
occasions, borrowing an additional $1,686.00 total. The vehicle was repossessed
on February 4, 2025, due to non-payment. The most recent refinance was
completed on February 5, 2025, in which the Complainant made a payment of
$390.00 to redeem their vehicle and refinanced their pawn for the remaining
balance of $2,616.47. The pawn is contracted to be repaid in full in the amount
of $2,943.53, due March 7, 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.” Further, the section titled Default
and Grace Period; Additional Charges states “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.” By signing this agreement, the
Complainant acknowledged their understanding of the terms and conditions of the
pawn.
It is important to note that TitleMax encourages customers to
use this product as a short-term financial solution. Paying more than the
minimum payment due is also encouraged to help reduce the balance and interest
fees. The balance may be paid back at any time with no penalty for early
payoff. Further, customers may cancel the agreement by returning the check by
which TitleMax disbursed the pawn proceeds or an equivalent amount of cash to
us by the close of business on the business day following the date of the
agreement.
While we understand that promise to pay arrangements are made
in good faith, it is important to note that they do not prevent the
repossession process. 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 (800)
804-5368 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,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 02/14/2025
*************
I spoke with management as well as corporate that told me I had to make a payment that would extend my account 30 Days out so that my vehicle would not be repossessed,also I did not sign documentation to repay the full amount on march 7,2025 I signed to renew the loan and resume monthly payments in the amount of 327.00 in which my account was 45 days past due of 60 which they said it was 45 days past due when actually I paid for the month of February and the $60 dollars pay due for January to get my vehicle back
Regards,
******* ******Initial Complaint
Date:02/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I applied for a payday loan for 255 and I was set to make a payment on 1/1/2025 in the amount of 300.
I made that payment of 300. On the same day they charged me again in the amount of 300. I did a dispute with my bank and was given a credit of 300.
I applied for another loan on 1/10/2025 and Speedycash again took 300 from my account on 1/9/2025 and it was processed on 1/13/2025.
The loan I applied for 1/10/2025 was not due until 1/25/2025.
They said due to the reversal for the duplicate charge.
After hours on the phone various days they put the $300 back in my account on the 1/16.
I completed another loan on 1/28 and it’s not due until 2/5/2025
Because my bank saw that speedy cash deposited the 300 they closed the claim and did a reversal on 1/30/2025.
So now I am -300 and I am set to be charged again 2/5/2025. The business keeps giving me the run around after I have provided verification. Even the corporate office and have shut down my account so that I can’t log in to their site.Business Response
Date: 02/07/2025
*****************
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 alleges that they were double charged and have made attempts to rectify the issue
with the company. They further allege that they were blocked from accessing
their account. They are requesting a billing adjustment.
A review of Speedy Cash records
revealed that on December 20, 2024, a loan was obtained in the principal amount
of $255.00 at ******************. The loan was contracted to be repaid in full
in the amount of $300.00 due on January 5, 2025. The payment history indicates
on January 1, 2025, two (2) payments were processed on the account; however, on
January 15, 2025, the extra payment was credited back to the Complainant’s
account. As of the date of this response, the Complainant has been notified of
the reversed extra payment. Therefore, this matter has been satisfied.
Within the narrative, the
Complainant alleges that they were blocked from accessing their account. Our
records show that there was a discrepancy regarding the Complainants social
security number. Therefore, to prevent fraud, their account was blocked until
we could confirm the correct social security number. The Complainant has since
provided the required documentation to verify their social security number and
has access to their account.
We hope that we have fully addressed the complaint. Should
the Complainant or Better Business Bureau require
further explanation, we may be reached at *****************************
Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 02/14/2025
I accept the business's response to resolve this complaint.
Regards,
********* **********Initial Complaint
Date:01/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My car was repossessed in Nov 2024. I paid money to get my car back. My car wasnt present or in view when I paid repossession fee. When receiving my vehicle from tow yard. Took almost 2 hours to get my car back. When the employee gave me car it was damaged. I told *** they told me its on TitleMax because they outsourced them to get the car. Titlemax says it *** fault. No one is took report or anything. I didnt want my car back but I just spent $1200 to receive damage to my when it wasnt. I had to fix my car myself and make payments towards my title. Company not taking any actions and information was just put in on 1/21/2024. I have pictures of damagesBusiness Response
Date: 02/05/2025
February 5,2025
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 damaged during repossession. They claim they had to wait over two hours to retrieve their damaged vehicle, and no one took a report because IAA and TitleMax blamed each other for the damages.
A review of TitleMax records revealed that on August 12, 2024, the Complainant obtained a **** in the amount of $518.00 at a storefront in ********, **. The Complainant granted a security interest in a ************************************** ******.The **** was contracted to be repaid in full in the amount of $616.37, due September 11, 2024. On August 17, 2017, the Complainant made a payment of $16.40 and refinanced their existing **** of $518.00, borrowing an additional $1,800.00. The **** was contracted to be repaid in full in the amount of ********, due September 16, 2024.
Between August 22, 2024, and August 27, 2024, the Complainant refinanced their **** on two (2)more occasions, borrowing an additional $3,708.00 total. On November 5, 2024,the vehicle was repossessed due to nonpayment., 2024. The fourth and final refinance was completed on November 21, 2024, in which the Complainant made a payment of $1,260.00 to redeem and refinance their **** for the remaining balance of $6,012.29. The **** was contracted to be repaid in full in the amount of $6,012.29, due December 21, 2024.
Payment history on the most recent refinance indicates there has been one (1) payment made on the ****. When the minimum payment was not made on December 21, 2024, the account entered a past due status. As of the date of this response, the Complainants account currently has a past due balance of $7,285.37 but is subject to change due to interest and/or fees that may be accruing.
Following a thorough investigation conducted by ***, it was revealed that the owner did not file a claim or make a complaint at the time of vehicle redemption. As a result, *** will deny all claims.
Regarding the two-hour wait to redeem their vehicle, we may experience extended delays during peak times, and we appreciate the patience of our customers. We do apologize for any inconvenience this may have caused. TitleMax endeavors to assist our customers with all their concerns and provide the best service possible. Accordingly, we have promptly forwarded your concerns to management to ensure that appropriate measures are taken to improve our customer service.
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: 02/12/2025
The representing from *** told me what website to go to submit the information in. The day I was handed my keys. There camera in and outside the Facility or tow yard. I Went to TitleMax the same day as instructed to sign my new contract agreement. I told the representative also at title max when I sign the paperwork. I signed a new contract stated in December to have my vehicle to drive all the information was given to them before I even signed the contract for the new title **** that when I after I got my car at the repossession.Initial Complaint
Date:01/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My car was paid-off several years ago; however, due to an emergency situation, I took a cash loan from TitleMax at the end of November of 2024 for $800 at their branch located at **** * **** **** **** ** ***** ** ******
On 1/12/25, a paid-off the balance of this loan (my total paid was over $1000). The next day (1/13/25), I called them to see how I would get my Certificate of Title back. I was told I needed to wait 3 days to go get it at their office.
When I went to get my Certificate of Title back on 1/15/25, I found out that they have filed a lien on my car with the UT DMV ****** ****** and, if I wanted my lien removed from their records, I needed to go to their office to get this done. At the time I took this loan on 11/30/24, they did not disclose to me that they were going to put a lien on my car with the DMV office. If they did that, they should be responsible to clear out this lien. Why I have to do this for them? I'm very upset about it, not only for this non-disclosure issue but also because I was ripped-off with this loan. Additionally, they have a terrible customer service!
A Christie from their office called me on 1/16/25 to remind me of my appointment with them for tax filing. I told her I have never made an appointment for this. I then started complaining about the non-disclosure of the lien filed against my car with the DMV office that she did not disclose to me when I did the loan with her. She hung-up on me while I was talking about this issue! I respectfully request that they handle the clearing of this lien on my car with the DMV office as soon as possible!
Business Response
Date: 01/29/2025
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 alleges the company did not
disclose that a lien would be placed on their vehicle with the DMV office. They
further allege they were “ripped-off” and received terrible customer service.
A review of TitleMax records revealed that on November 30,
2024, a loan was obtained in the principal amount financed of $806.00 at a
storefront in Lehi, UT. The Complainant granted a security interest in a 2018
Jeep Cherokee with a VIN ending in 601709. The loan was contracted to be repaid
in (23) twenty-three payments of $163.62 monthly beginning on January 1, 2025,
and a final payment of $163.53 due on December 1, 2026. A review of the payment
history indicates that on January 12, 2025, the account was paid off in full.
On January 15, 2025, the lien release was signed, and the Complainant retrieved
the release on the same day.
It is important to note that at origination, the Agreement
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 Collateral; Security Agreement; Co-Owner Obligations which states:
Collateral; Security Agreement; Co-Owner Obligations: To secure this Note and my obligations hereunder,
I grant to Lender a security interest in the Collateral. “Collateral” means the
Vehicle and all Vehicle improvements, attachments, insurance proceeds and
refunds and sale proceeds. But “Collateral” does not include any non-purchase
money household goods (as defined in 16 C.F.R. Part 444), or other consumer
goods that I may acquire more than ten days after giving value unless such
consumer goods are installed in or affixed to the Vehicle. I am the only owner
of the Collateral. The Collateral is not stolen. The Collateral has no liens. Lender
may file any documents and take any actions to ensure Lender’s security
interest in the Collateral. If Lender asks, I will sign other documents and
take other actions to support Lender’s security interest.
By signing this agreement, the
Complainant acknowledged their understanding of the terms and conditions of 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.
TitleMax 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 the Complainant may have experienced.
Should the Complainant have any further questions regarding their account we
encourage them to contact TitleMax at ###-###-####.
We hope that we
have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we
may be reached at *****************************
Sincerely,
*** – Consumer Complaints
** *** ***
********** ** *****Customer Answer
Date: 01/31/2025
All the verbiage indicated in the business response dies not mention at all that a lien was going to be placed in my car with DMV and at the end, I needed to go to the DMV office to get it cleared out. They gave me a certificate of release from TitleMax after I paid off the loan, but they refused to obtain for me a release of my lien from the DMV office. Their Rep did not disclose this to me on 11/30/24 that I was going to have to go through all this inconvenience of having to go to the DMV office when I don't have time for this due to my very busy schedule with work. And my loan was for $800 and not $806. They put a lien kn my car with DMV without letting me know at the time of signing, they are obliged to get it released! And by the way, I completed the application online the night before I took my car to their office for valuation. I was told I needed to complete the application again. I did not have my glasses with me. They asked me for my bank ATM card info, which I was reluctant to provide, but did it because it was required. Then the Rep (Christie) said I needed to sign some documents for the loan that was supposed to be given to me right after. I was told all the docs I signed were going g to be available online. THEY WERE NOT!
Regards,
****** *********Business Response
Date: 02/18/2025
Thank
you for the opportunity to respond to the Better Business Bureau’s request for
additional documents regarding ****** ********* (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 Better Business Bureau
is requesting a copy of ****** ********* (Complainant) signed loan agreement.
Unfortunately,
due to our customer confidentiality policies, we are unable to provide a copy
of the signed loan agreement to the Better Business Bureau. The Complainant is
able to access
their loan documents via the customer on-line portal.
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: 02/20/2025
I cannot access all the documents that I signed on 11/30/24. I am not going to waste my time with this people, as they keep indicating they have not done anything wrong when they did, especially the non-disclosure of the title to be held at DMV and that I needed to pay a fee to get my title back cleared. To BBB, you can close this case now, as I am not going to waste my time with this people anymore. Please publish my case so people will be aware about this payday loan ripoff.
Regards,
****** *********Initial Complaint
Date:01/22/2025
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.
This company took an ACH payment out of my account on the 16th. Now it is the 22nd and they are trying to say I haven't paid. I drove all around the city trying to get the documents they had to have and I did but then the lady was rude hung up on me and told me my account activity wasn't acceptable. I want my account resolved. The ********************** paid and I want the loan to show paid not pending. This is ridiculous. I've emailed them several times over the last several days to get ignored. I want this fixed. It doesn't take five to seven days for ACH payments.Business Response
Date: 01/27/2025
January 27,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ***** ****** (Complainant).Hoosier Check Cashing of *********, DBA CheckSmart, 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 ACH payment is not showing as paid and they have emailed documents to resolve the issue.
A review of CheckSmart records revealed that on December *******, the Complainant obtained a loan in the amount of $530.00 online. The loan was contracted to be repaid in full in the amount of $600.00 on January *******. Payment history indicates an ACH payment was sent to the Complainants banking institution on January 16, 2025, and posted successfully on January 23,2025.
We previously requested a 30-day bank statement displaying the Complainants name and the transaction as posted in an attempt to resolve the Complainants concerns. Unfortunately, the bank statement we received did not contain their name. Please note standard ACH posting could take up to three (3) to five (5) business days excluding the weekend and the banking holiday. The Complainant has since obtained a new loan on January 23, 2025, that is currently due February 14, 2025, in the amount of $607.70.
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:01/19/2025
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 unauthorized transactions from my account from check-in- cash/Community financial. The terms were not explain to me,most of the payments go to principal not the actual money owed which I did not realize at the time. I payed them over ***** dollars over time on the title loan.Business Response
Date: 01/24/2025
January 24,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ***** ******
(Complainant). Check Into Cash of **************, DBA Check Into 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 had unauthorized transactions taken from their account. They also claim the terms were not explained and are requesting their title back.
A review of Check Into Cash records revealed that on June 4, 2022, the Complainant obtained a title loan in the amount of $3,000.00 at a storefront in *******, **. The Complainant granted a security interest in a 2010 Jeep Liberty with a VIN ending in ******.The loan was contracted to be repaid in seventy-seven (77) biweekly payments of $198.22 beginning June 25, 2022, and a final payment of $187.05, due June 7, 2025.On June 7, 2023, the Complainant made a payment of $153.11 and refinanced their existing loan of $2,774.18, borrowing an additional $725.82. The loan was contracted to be repaid in seventy-seven (77) biweekly payments of $228.63 beginning June 23, 2023, and final payment of $222.00, due June 5, 2026.
Payment history on the most recent refinance indicates there have been forty-one (41) payments made on the loan. When the minimum payment was not made on December 20, 2024,the account entered a past due status. As of the date of this response, the Complainants loan currently has a past due balance of $678.41 with a total payoff amount of $3,941.07 but is subject to change due to interest and/or fees that may be accruing.
At the time of loan origination, the Complainant signed a Secured 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.
In response to the unauthorized transactions, we appreciate the Complainant for bringing this to our attention. We are currently investigating the issue and will work directly with the Complainant for a resolution.
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
*******************
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