Complaints

This profile includes complaints for Fairstone's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Fairstone has 163 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Fairstone

  810-33 Yonge St Toronto, ON M1S 0S9

  
• 

  Fairstone

  Toronto, ON M5H 1J8

  
• 

  Fairstone Financial Inc.

  141 12101 72 Ave Surrey, BC V3W 2M1

  
• 

  Fairstone Financial Inc.

  5540 Cambie St Vancouver, BC V5Z 3A2

  
• 

  Fairstone Financial Inc.

  4664 Lakelse Ave Terrace, BC V8G 1R4

  

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:25/03/2025

  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.

  This business should be shut down! I have been harassed by them through all communications; email, phone and mail for the past 3 years! I have continually asked them to take me off their system as I have never conducted business with them. Still to this day, still being contacted

  

  Business Response

  Date: 31/03/2025

  Tell us why We appreciate this opportunity to address your concerns.
  Further to your request, Fairstone’s mailing list has been updated and ****** ********* has been removed from our solicitation list.
  As direct mail campaigns are printed up to eight weeks in advance of the mail date, there is the possibility that he may receive one, or possibly two, further offers. Please disregard these offers.
  We trust this response addresses Mr. ********** concerns, and we apologize for the inconvenience caused.

  Customer Answer

  Date: 31/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: I have called in several times over the past few years to have my name removed and for them to say they’ve removed my name means my name is still on their list! 
  They have never said it would take 8 months before, maybe 1 or 2 but what company needs 8 months to stop sending spam mail to someone?

  i don’t believe they will take my name off their list. Sorry but they have said that to me several times and they haven’t before. 

  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 03/04/2025

  Fairstone’s mailing list has been updated and ****** ********* has been removed from our solicitation list.
  As direct mail campaigns are printed up to eight weeks in advance of the mail date, there is the possibility that he may receive one, or possibly two, further offers. Please disregard these offers. We consider the matter to be resolved and closed and apologize for any inconvience this delay may have caused.
  

• Initial Complaint

  Date:11/03/2025

  Type:Billing 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.

  Fairstone has been an absolute nightmare to try to get a hold of. We currently have one personal loan with them and one under **** ***. I had lost my job a while back and notified Fairstone that I would not be able to make payments until I was back on my feet. My wife was also low income at the time (still is), so we called them right away. Well, none of their agents wanted to help us and we ended up more frustrated and stressed than in the beginning. We tried emailing them, but apparently no one works there either. Even when we call, there is a 3+ hour wait to talk to someone! I'm working, I can't sit around and wait so many hours.. it's not right! This has been an ongoing battle with them for almost a year now and we have made attempts to make payments, but for some reason they locked up our accounts and won't let us make a payment nor see the balance we owe. Though we sure do receive threatening letters from them and how they are threatening us with a lawyer every time too! What a nightmare! What is wrong with you people?! We received an offer in my email a few days ago, offering to let us pay off the loan at a lower rate by the end of this month. While we want to take advantage of this, due to our financial situation, we have to wait until our house sells (yes it is as bad as it sounds financially! We have no choice as we are about to lose everything!) and get the payment from that to pay them.. we want to pay you as much as you want us to, trust me! But there is no way to get a hold of you because you just don't care! We are so very, very stressed and frustrated. You are terrible!

  

  Business Response

  Date: 17/03/2025

  We have made multiples attemts in contacting the customer. Fairstone has a number of alternatives available to customers experiencing hardship. We kindly request that Mr. **** contact us directly at 1-*************

  thank you.

  Customer Answer

  Date: 20/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: This is not true. I have not seen one email in an attempt to contact me. Giving me a phone number to call as a response after I mentioned in my complaint about how I already called numbers countless times without help is not a helpful response. An email to tell me if you're either going to let me pay the price that was sent in the offer prior or calling off the loan amount is all I'm looking for. I refuse to give your phone calls any more of my wasted time.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 31/03/2025

  We have received your additional correspondence, and we appreciate this opportunity to further respond.
  Our records indicate that we have attempted to Mr. **** on March 14, 2025, March 21, 2025 and on March 24, 2025. Our records also indicate that written communications via email has been sent to Mr. **** you on March 25,2025.
  We would like to advise you that following a period of delinquency, the account was transferred to *** collection agency. We kindly request that Mr. **** contact them directly 1-************ regarding the settlement offer he is referring to. Going forward all payment agreements and/or settlements will be processed through *** collection agency.

  
  The Executive Response Team.

  Customer Answer

  Date: 01/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: The only attempts that I have seen are emails sent to me that do not allow me to respond as they are from email addresses that do not accept responses. Had you responded to my inquiries that I had made long before you ignored me and forwarded me to another party without even allowing me to communicate with you, we would not be here. Take responsibility for the lack of customer service and ignorance that you have treated me with and deal with this yourself properly already! Your treatment of me is absolutely disgusting!
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 03/04/2025

  Tell us why Our records indicate that we have attempted to contact Mr. **** on March 14, 2025, March 21, 2025 and on March 24, 2025.
  Following a period of delinquency, the account was transferred to *** collection agency. Going forward all payment agreements and/or settlements will be processed through *** collection agency. They can be reached at 1-************.

  Please accept this as our definitive response on this issue.We consider the matter to addressed and closed.

   

• Initial Complaint

  Date:11/03/2025

  Type:Billing 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 am writing to file a complaint against fairstone regarding there interest rates and how even if a person has great credit no matter what they are are given the 39.99 percent interest rate. I’ve spoken to many people who have had the same issue happen to them. I’m curious as to why they give everyone the same interest rate even with good credit. I’m currently considering bankruptcy due to this interest rate being so high. I also have an issue with two insurance on my loan that I canceled and have not been refunded for. I stopped my last payment because I shouldn’t have been charged for the insurance because I cancelled it but I was told I was still responsible for it. I’ve called head office and the insurance company and can’t get any help finding where these refunds for the insurances are. Really hard company to deal with as nobody seems to want or be able to help you or answer your questions.

  

  Business Response

  Date: 17/03/2025

  Fairstone District Manager has contacted Mr. ******* on March 13, 2025 and addressed his concerns.
  we consider the matter to be resolved.

  thank you

  Customer Answer

  Date: 17/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: I am rejecting this response because I am having to go bankrupt due to the high interest rate which I feel my rate should have been a lot lower because of my great credit score. This company is a ***** because they give everyone the same interest rate when in fact when you have a better score your rate should be better. If my rate doesn’t go down so that I can get a chance to pay this loan off I have no choice but to file with a trustee. I’m on a fixed income and things have changed and I want to be able to pay this off but I need help with a lot more lower rate and I need to know the exact details of my loan once this is done. A loan of 12500 and having to pay back 31000 I can’t do it and I feel it’s unfair and it’s causing me hardship 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 21/03/2025

  We have contacted the customer and reviewed the terms and conditions of the signed contract. Mr. ******* has confirmed the matter to be addressed. We consider the matter to be resolved and closed.

   

  Customer Answer

  Date: 21/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: they refuse to help me with my financial issue regarding there loan. They are a ***** and there rates of interest is causing me to have to go bankrupt. I wanted to work with them to help me reduce my interest so I can achieve paying the loan in full but they refuse to help me. Terrible company and they don’t help there customer in hardship. I’m willing to work with them if they are willing to work with me in reducing the interest rate as all I’m getting is a bit of ltd income and it’s hard right now to be able to pay this loan
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 28/03/2025

  Our records indicate that in January 2025, Mr. ******* contacted Fairstone to inform us that he was experiencing financial hardship. During this call Mr. ******* requested the cancellation of the Life Insurance Plan and review his interest rate. The Insurance was canceled as requested and a full refund was applied to his account. Additionally, we have provided an adjustment of terms and additional payment options to assist Mr. *******.
  
  We have been in communication with Mr. ******* and have attempted to address his concerns, to the extent we can do so. Unfortunately, there is nothing further we can do here, and we now consider this matter closed.

  sincerely

  The Executive Reponse Unit.

  
  

  Customer Answer

  Date: 29/03/2025

  
  Complaint: ********
  
  I am rejecting this response because: this company is absolutely rediculous to deal with and they put a lot of people in hard times because of there **** ***** type of interest rate. What business tells a customer there’s nothing they can do to help them when in there time of need. They don’t even communicate well either there customers. They have done nothing to help me so I guess they rather a person go bankrupt rather than adjust there interest rate so that they can achieve in paying off the loan. * ****** **** * **** *** **** **** ** *** **** ***** ***** *** ****** **** ******** ** ******* ******* *** ****** ** ******* Shame on fairstone for not helping shame 
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:04/02/2025

  Type:Order 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.

  It shows on my banking app that I took a $1,000 loan from FAIRSTONE FINANCIAL, INC but I never did. Someone took a loan from my name. It was not me.

  

  Business Response

  Date: 07/02/2025

  Based on the personal information you have provided, we are unable to locate any account information under your name.

  We kindly invite you to contact the credit report agencies for any concerns you may have in regards to your credit file.

  
  

• Initial Complaint

  Date:29/01/2025

  Type:Sales and Advertising 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.

  In July of 2024 I received a letter from Fairstone addressed to * ***** - there is no * ***** that lives at my residence so I called on Aug 14 to have my name removed from their mailing list. I received another letter in September of 2024 and called again on Sept 19 to have my name removed from mailing list. I received another letter, again addressed to * *****, in November 2024 and called yet again on November 13 to have my name removed from their mailing list. I received another letter, again addressed to * *****, on Jan 14, 2025. I called again on January 28th asking to be removed from their mailing list. I now feel I am being harrassed by this company and do not want to receive any mail from them. I honestly just want them to stop sending me junk mail. I will never use their business and feel I have called numerous times and given them a chance to remove my name.

  

  Business Response

  Date: 29/01/2025

  We appreciate this opportunity to address your concerns. 
  
  Further to your request, Fairstone’s mailing list has been updated and ** ***** has been removed from the list. 
  
  As direct mail campaigns are printed up to eight weeks in advance of the mail date, there is the possibility that you may receive one, or possibly two, further offers. Please disregard these offers. 
  
  We trust this response addresses your concerns, and we apologize for the inconvenience caused. 

  Customer Answer

  Date: 29/01/2025

  
  Better Business Bureau:
  
  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:07/11/2024

  Type:Sales and Advertising 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.

  Attempted to call them to be removed from mailing list. Sent mail without consent. Never signed up to receive mail.

  

  Business Response

  Date: 08/11/2024

  Further to your request, Fairstone’s mailing list has been updated and your name has been removed from the list. 

  We trust this response addresses your concerns, and we apologize for the inconvenience caused.