Complaints

The 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:11/02/2023

  Type:Customer Service Issues
  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 entire time I was making car loan payments, the vehicle would sound an alarm when payment was due, and eventually the vehicle would be disabled if payment isn't made. They would also call, text, email, and send postal mail.
  
  I made my last payment on February of this year. All communication ceased; no phone calls, no text, no postal mail, no emails, no vehicle alarm, and no vehicle disablement. On October 29th, they repossessed my vehicle, they said I had $****** in late fees, and towed it 113 miles away to another State. It will cost me $******** to reclaim the vehicle, and I have to find a way to pick up the vehicle. I have zero transportation and no way of traveling.
  
  I'm sure there is nothing legal I can do, but this obviously extremely morally wrong. My loan was $******, and after payments the total was $********* - my vehicle was repossessed because of $****** out of $*********.

  Business Response

  Date: 11/10/2023

  Regarding Mr. **** ****** I have conferred with the Repossession
  team and indeed Mr. ****** did stop paying in February 2023. The car was repossessed
  for nonpayment as there still was a balance owed. The good news is that the
  balance is manageable. The $******* he was quoted is the payoff in full. That includes
  principal owed, late fees and interest owed. Once this balance is paid not only
  can he redeem the car, but he gets to own it as he will be sent the title. We
  have contacted the auction house, and he now owes them $*** for an inspection fee
  and a key that had to be made. I have asked the repo team to hold off on
  selling the car for 10 days in hopes that Mr. ****** can pay the money owed and
  redeem the car at the auction house so that he can then own the car outright.
  Curt 

  Customer Answer

  Date: 11/21/2023

  
  
  ********** ********
  
  
  
  I am absolutely rejecting this response.

  This response doesn't answer any vital questions. If payment was still due why did the car alarm stop alerting? The entire time I was making payments, a car alarm would sound when payment was due, and the vehicle would be disabled if you fail to pay for three days; why did that stop? Why didn't Michael Wayne Investment send postal mail warning me about a repossession? It may not be required by Virginia law, but I can't think of a single company that would do that, unless they wanted the exact results they got; re-selling a vehicle that was paid off. The BlueBook value of the vehicle when I purchased it was ******. The loan was *******, and after payments it was *******. I essentially paid for the value of the vehicle TWICE, and then it gets repossessed ov** **** *n late fees?

  Also, my late fees wer* ***** *hey said **** *o reclaim, and in your response it's another ***** I'm supposed to pay ****** within 10 days when I get paid every 14 days, and I have to figure out how to retrieve the vehicle that was towed 113 miles away? Pretend to give me time, but set me up entirely for failure.

  There may not be many laws protecting me from fraudulent practices such as this, but I will be utilizing every option I have available to me, and that includes a civil suit. I will also now be sharing my story with the entire world from this point forward instead of just th* ****

  Good Luck, Michael Wayne Investment.

   

   

• Initial Complaint

  Date:03/17/2023

  Type:Customer Service Issues
  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 had a car with Michael Wayne Investments for over 3 years now and the amount I owe is still the same as when I first financed the car. Out of 3 years,  they only reported *** dollars to my credit when I moved to North Carolina. I called them and reported it to them. I asked for months if they could send a copy of the title with the lien so I could get the vehicle registered. They didn't do it. I had to drive to Virginia just to get the information from the *** I needed. When you call, they have babies and dogs in the background but are not willing to accept a partial payment. It's crazy how they're just stealing the customer's money. I've asked several times to show me a copy of my ledger to see exactly where my money is going but haven't received it, and this has been going on for 2 years. They definitely need to be investigated. Also, why do they stereotype people? They charge whatever they want to whoever they want, and it's terrible because the down payment doesn't even go towards the car.

  Business Response

  Date: 03/24/2023

            The
  loan originated 10/17/2019. The beginning principal balance was *******. The
  current principal balance as of 3/24/2023 is **********.  A review of the
  ******* credit file shows the tradeline reporting with the correct current
  principal balance on the loan as of 2/28/2023 of $****** and correct reduction
  in principal paid since the loan opened. A credit report was not provided with
  this dispute, and we are not sure where only a *** reduction is reflected.
  
            On
  3/2/2023 Ms. ***** contacted the Company and asked that a copy of the title be
  faxed to North Carolina ***.  We found that it wasn’t until 3/8/2023 that
  Ms. ***** was informed that for the title needed to be sent to a new state so a
  request from the new state was required by us. The request that the Company
  requires should have been relayed to Ms. ***** on the 3/2 contact but was not. The
  company’s title transfer process requires a request from the new state so there
  is record of a *** or Tag/Title office handling the transfer and that a title
  from the new state is issued to the lienholder or if not perfected in the new
  state the Virginia Title is sent back to the lienholder. The request to
  transfer title was not received from Ms. ***** or North Carolina *** or
  Tag/Title office as of the date of this response.
  
            On 3/21/2023 we spoke
  with Mr. ***** regarding her concerns. In reference to the title transfer
  process, Ms. ***** stated she relocated to North Carolina 7 months ago, and the
  Virginia registration and tags remained on the vehicle while in North Carolina
  but expired early March 2023. North Carolina required the Virginia title and
  current Virginia registration. Because the Virginia registration was expired
  Ms. ***** had to go to Virginia *** to complete the registration.
  Ms. ***** stated her North
  Carolina transfer was completed without the Virginia Title, however we have no
  confirmation of this and have not received a North Carolina title.
  
            As to
  the customer service concern, we assured Ms. ***** we would review and take
  necessary steps internally.
  
            Ms.
  ***** didn’t express any concerns on her balance or applied payments when she
  spoke on the phone with us 3/21/23 but did request a payment history, which was
  mailed and Ms. ***** was registered for online account access where she can
  make payments, view the loan balance and payments made. Partial payments were
  accepted on the loan on 3/3/2023 3/15/2023 & 3/17/2023 as well as other
  times throughout the loan.
  
            The
  Company adheres to all local, state and federal laws and guidelines.
  
  
  

• Initial Complaint

  Date:01/09/2023

  Type:Customer Service Issues
  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.

  Reading my rights and consumer laws, this place and the place I purchased car from, *** **** *********** claims to go by consumer law, and did a lot against it in my contract, trying to be a “ good citizen” and do my due diligence of paying my car payment, it becomes a burden, when trying to get customer service the reps provide a very unpleasant experience, and leaves you with a bad taste in your mouth. I’ve lost jobs due to not being able to get my cars kill switch turned off, leading to more issues with this place. I was helped once over the phone, Was able to receive a deferment over the phone, but was never contacted after the phone call to confirm the deferment was accepted, and the next phone call I receive is about making a payment, being in the same position that I started in. With all my good intentions and doing things the right way, I believe it has not been that way with me. It would be nice to talk to someone about this situation. To be able to trade my current car in for a new one and a fair contract would be nice. Exercising my rights would be the last thing I would want to do given we could do something about this.

  Business Response

  Date: 01/16/2023

  The ***** ***** loan opened June of 2020 with payments of ****
  to be made every 2 weeks.  By the 2nd payment on the loan ***** ***** was paying a reduced amount of **** and on a
  few occasions **** but as low as ****** as well. ***** ***** received a
  two-payment deferment in January 2021, December 2021 and October 2022. For
  repairs to the vehicle, *** worked with the customer by accepting the reduced
  payment as ***** ***** stated he had to pay for transportation during that
  time. For the other times ***** ***** was past due we were told it was for having
  to pay for tags, forgetting about the payment, holidays didn’t budget right,
  bank issues, Covid and being out of work and also claiming payments were made
  that were not applied to the loan. ***** ***** was unable to pride proof of any
  payment made and not applied.
  
  There was communication with the ***** ***** before and after
  the deferments. It appears that at times ***** ***** is a contract worker, and
  the lack of work is the reason for non-pay or short pay. We have not had any
  customer service complaints filed from this customer since the loan opened in June
  2020, so we are unaware of any unpleasant experiences. If our customers do not
  pay and go past the grace period, their vehicle is disabled vehicle for
  nonpayment and that is part of their contract. This may not be a great experience,
  but this is normal in the high risk “Buy Here Pay Here” car financing market
  and is preferable to immediate repossession.  As for ***** ***** wanting to get into another
  vehicle nothing will change. His rate and terms will be similar and perhaps even
  higher as the price of used cars have risen sharply since 2020. This will not solve
  this customers’ ability to pay, or to pay the loan on time.  On 1/12/23
  ***** ***** told us he fell behind because there is a hold on his bank account,
  so the situation continues.
  
  In summary we have made our best effort here to keep ***** *****
  paying and driving and with the vehicle ***** ***** is in it is the best
  position at present for ***** ***** and our company.
  
  
  
  

  Customer Answer

  Date: 01/17/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:11/09/2022

  Type:Customer Service Issues
  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.

  So I bought a car from the dealership in Richmond. The car had the air bag light on it like 2 weeks after I bought it. Fine I'll fix that. Talking to these people tho to set up payment arrangements however is a nightmare. One time I was on the phone with them for 2 hours dealing with this. Now the car broke down and I requested a call back to where I can set something up because I have to pay like **** in repair bills AND I can't drive the car because it's either do the repair work and fix the car OR make payments to them. I wish I never dealt with these people because it's been one worry after another. I'd like to talk with someone to where I can at least make somewhat of a payment and them not shutting the car off while I try and pay the other people to fix my car.

  Business Response

  Date: 11/29/2022

  Contact Name and Title: ********** **** ***
  
  Contact Phone: ************
  
  AS OF TODAY'S DATE OUR COMPANY HAS DEFERRED * PAYMENTS FOR MR ********* TO ALLOW HIM TO ACCUMULATE SOME MONEY TO GET THE REPAIRS DONE THAT HE NEEDS. IT DOES NOT APPEAR THAT THE REPAIR WORK IS BEING DONE BY OUR COMPANY. MR ********* HAS A WARRANTY ON THE VEHICLE AND IT WAS JUST PURCHASED IN APRIL *0**. WE STRONGLY RECOMMEND THAT HE CONTACT THE **** ********** SERVICE DEPARTMENT IN RICHMOND TO SEE WHAT CAN BE DONE.

• Initial Complaint

  Date:10/26/2022

  Type:Customer Service Issues
  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.

  Bought Van From ****** ***** In Chesterfield Va Had Nothing But Issues Since I Got it Company fixed a few Issues so they said But had to turn around And fix everything they fixed So On Aprio XX XXXX Took Van Back Put it on lot Turned keys in after advising them i was retuning it due to mechanical issues After April 30 2022 Never heard anything until Now 10/26/2022 Weren't in debt to go to va Beach to Contest this Court Van was Over Priced as it was And All Parts Was Used So Now They want me to Pay ******** Dollars

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/02) */
  Contact Name and Title: **** legal mgr
  Contact Phone: XXX-XXX-XXXX
  Mr. ******'s loan date was 1/11/2020. Below you will find a list of repairs performed by the ***** **** for Mr. ****** from January 2020-August 2020 over 2 years ago. All the repairs were mostly paid for by the dealership. We have not heard from Mr. ****** about any repairs nor has he brought the vehicle to the dealership since then. Mr. ****** dropped the car off at the dealership in May of 2022 well over 2 years since he bought it. He never made a payment again so the car was considered a voluntary repossession and sent to auction and after 6 months he has been sued for the remaining deficiency balance. Our company does not put a pre-owned car back on the lot unless it has been less than 90 days from sale. There is a warranty on the car that more than likely has expired now, and it is the customers responsibility to keep their car repaired and running and that they pay on the loan. He may contact me directly at XXX-XXX-XXXX to set up a payment plan to avoid *****. ****
  Repairs after purchase
  8/7/20 - spoiler came loose (covered by us)
  5/21/20 - 2 tires, ft & rear rotors, alternator (customer pay) other items covered by us were exhaust repair, 3rd brake light assy
  2/17/20 - exhaust repair (covered by us)
  1/13/20 - rewired pastime, replaced shifter assy, (covered by us)

• Initial Complaint

  Date:09/12/2022

  Type:Customer Service Issues
  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.

  Business does not answer phone. I hold for an average of two hours and ask for multiple call backs and never have the opportunity to speak with a person. Agents are rude and not knowledgeable. My car can't move and I can't get to doctors appointment due to their negligence
  

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 8, 2022/09/26) */
  Contact Name and Title: ****/MANAGER
  Contact Phone: XXX-XXX-XXXX
  ACCORDING TO OUR NOTES MS ******* POSTED AN INSTALLMENT ON SEPTEMBER 17TH THE DAY AFTER THE COMPLAINT. WE HAVE HAD SOFTWARE AND INTERNET ISSUES AND WE HOPE HER FUTURE EXPERIENCES FARE BETTER.