ComplaintsforWisetack, Inc.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our customer used ********************** to pay for our services. Wisetack is keeping our money instead of giving it to us and we have emailed at least 20 times and called and they said they have no one for us to talk to to resolve and it can only be done by email but no one responds to us. We need our revenue

  

  Business response

  07/24/2024

  Thank you for bringing your concern to our attention. It looks like our team was able to resolve your issue. Please feel free to call us at ************** or email us at support @wisetack.com if you have any additional questions or concerns.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A payment was made in error on 7/4/2024 for $200.00 and they refuse to cancel until it clears my bank which will cause me to go into the negative. There process is flawed and not user friendly on their Website. There is no clear procedure to cancel incorrect data input. Please investigate this flawed system.

  

  Business response

  07/08/2024

  Hello. We would love to take a closer look at what is happening. Please reach out to our payments team at **************************************** or ************ so we can help.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/30/24, Ecoshield provided contract additional services to clean out my crawlspace and install a dehumidifier. They provided a vendor, Wisetack to provide financing of $4265 at 0% financing for 24 months. I received a link to finalize the deal for financing and we had the offer for 24 months at 0%, but the link wasn't working and when I went back into it, the 24month deal at 0% was now *****%. I called Ecoshield and they informed me to call Wisetack and after many calls to each company neither could resolve the issue with getting the 0% financing deal. I feel like this was a bait and switch scenario. I want to pay for the work, but have not since I am waiting for someone to fix this. I have also opened a complaint for Ecoshield. Neither of these companies are taking the responsibility to resolve the issue and provide the deal that was agreed upon which was 24months at 0% interest.

  

  Business response

  05/24/2024

  Dear **************,

  
  Thank you for allowing us the time to look into your inquiry. We appreciate your patience and the opportunity to clarify the situation.

  
  Please note that our offers are subject to credit approval. While our records indicate that when you initially checked the available offers on 4/24/24, you qualified for a 0% interest rate for 24 months, you did not lock this offer in. When you returned on 5/3/24, our system performed a new check of your eligibility based on your updated credit profile at that time. Unfortunately, this 9-day difference showed a change in your credit profile, which affected the offers available to you. 
  

  We apologize for the inconvenience the different offers may have caused. Credit profiles can change due to various factors, and these changes can impact the terms of the offers available.

  
  Thank you for your understanding and we value your business.
  
  Thank you,
  The Wisetack team
  

  
  

  Customer response

  05/28/2024

   
  Complaint: 21745007
  
  I am rejecting this response because:  There was an issue to finalize the offer and it was not resolved.  I could not finish the setup with the zero percent offer.  Then days later it was no longer available.  Interesting though your high offer *****% is available to me for at least a month or more.  I can't remember when it actually expires, but it wasn't several days like your 0% offer.  I still think that you are using fraudulent practice to sucker people in.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We are a small business, we partnered with wise stack as our financing partner and recently we had 15 customers approved for financing, we began the work and wise stack has deactivated our accout without reason and cancelled all applications leaving us holding the bag on 40K worth in materials and 30K in labor

  

  Business response

  05/24/2024

  Thank you for reaching out to our team regarding your account. Our team is in active communication with you to alleviate any pain points to the best of our ability. Appreciate your feedback and collaboration. 
  
  Thank you,
  The Wisetack team
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This business "Wisetack" (specifically ******) has tried contacting me several times by phone and email indicating that I am due a refund and requesting that I need to add a bank account on file.I have not done business with this company in several years.As with all of the scamming going on, I feel this issue needs to be reported.

  

  Business response

  03/29/2024

  Dear *****************,
  

  We have made multiple attempts to reach you solely regarding how we can get a refund processed for you for the overage paid to your account. We understand this loan has been closed since 01/23/2023, however, our efforts are made in good faith to return your money back to you!
  

  Regrettably, we are unable to process a refund via check, and since a bank account wasnt linked when your account was open, we arent able to automatically process your refund. Should you feel comfortable, please add your bank account by logging into your online portal ********************************************** and we can process this refund for you immediately.
  
  Thank you,
  The Wisetack team
  

  
  

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution appears to be legitimate. I will add information as needed online.  I apologize for this investigation, however these days, we can never be to safe.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Worst **mpany ever! They deactivated my ac**unt because of some of my clients WHICH WERE APPROVED BY WISETACK didn't pay their bills on time. I was cut off without any notice. I then had to scramble to find another finance **mpany and also delete all ** branding wisetack information from my website. BEWARE! I have several **mpanies that I've used them for, sent an overwhelming amount of business to them and they simply don't care about business relationships.

  

  Business response

  01/31/2024

  Dear **********************,

  We understand how frustrating this experience has been for you and your customers. 

  Under our merchant agreement, we reserve the right to disable merchant accounts. We do not take these decisions lightly, and our internal teams only take this step on behalf of our lending partners when the performance of financing associated with an account is significantly worse than most others in the same industry. We work hard to be flexible with our customers, and made adjustments to our own underwriting in an effort to see improvements long before making this decision.

  Unfortunately, we're unable to reverse the decision at this point. As a reminder, all financing applications your customers have already started are still active, and will remain open until they are completed, canceled by the customer, or reach the ****** expiration timeframe.
  
  Thank you,
  The Wisetack team
  

  
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company is trying to charge me additional Interest on an account that was paid in full. Please scroll and find my payoff of the entire loan amount of $6,400+$140.23 ( their so called floating interest) charged during a 10 day grace ******* Original loan due 8/24/23, called with ********** account ********************* on 9/1/23. They Waited 18 days on 9/19/23, to call and say the monthly payment of $240.00 was due, claiming when I called them to see why they hadn't debited the funds which was still available. That's when they claimed that I gave the wrong account number, and said they were too busy to call me back to double check the number. As you know. We've had this Church account for the past 10 years, so I know my account number by heart. I had to call back for 2 days after supervisors debated with on this issue. I called and made them take the payment. This email came 5 days later, and then the harassment began demanding additional payments of $73.28 plus it appears they're trying to charge daily floating interest, which is absurd! I hope this description of this madness helps to finally shut them down.

  

  Business response

  12/06/2023

  Dear **********************,

  
  Thank you for being a Wisetack customer and giving us the opportunity to respond to your issue.

  
  We had the opportunity to review your account. Our records show that you called Wisetack payment support on 9/1/2023 to schedule a payment to pay off your loan in full. In doing so, you provided a 10-digit bank account number, which was invalid and caused the payment to fail. We have confirmed, based on the call recording, that our agent read the provided account number back to you and you confirmed the number was correct. On 9/19, you were able to provide a valid 9-digit account number. However, by the time you made a payment on 9/21/2023, the payment was late and additional daily interest had accrued. Therefore, there is a small outstanding balance on your account.
  
  Thank you,
  The Wisetack team
  

  
  

  Customer response

  12/08/2023

   
  Complaint: 20924384
  
  I am rejecting this response because: When i paid the account IN FULL I did not receive a call back about giving a wrong account number.  In fact, you had my CORRECT account number on file.  If your representative entered wrong, that is not my mistake, it is yours.  I spoke with a supervisor that told me he was going to see about getting that interest WAIVED and call me back.  He never called back.  I had to call back. i was told that your company is too busy to call clients back. When I spoke to the supervisor, I was told that the interest would be WAIVED.  I should not have to pay additional interest because of your bad business practices. Confirm that the interest is waived and that I will not be responsible for this interest. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My monthly payment with Wisetack is set at ******. I have been paying extra each month, ****** total, noting on the check to apply the overpayment to the principle balance. Instead, Wisetack has been applying the overpayment to interest as well as prepayment on the next months payment. By doing this, Wisetack is continuing to accrue the insanely high interest rate instead of lowering the principle.For example - for August I paid ****** which is ***** over that should have been applied to principle. Instead, they have applied ***** as a prepayment toward my September payment, now showing as ****** due in September. This is allowing them to still accrue daily interest on the large principle instead of lowering the principle. I have specifically stated on my checks to apply the overpayment to principle. Reaching out to them via email was not successful.Wisetack needs to go back to all payments and re-apply the overages as principle payments and not pre-payments or interest payments. They then need to recalculate the back interest I was incorrectly charged. Going forward, they need to apply the over payments that I make to the principle balance. Attached is most recent payment check with "Apply overpayment to principle" notated on the check.

  

  Business response

  09/05/2023

  Hello, ************, 

  
  Thank you for bringing this to our attention. After reviewing the information, we want to share how your check payment was applied for the month of August. 

  
  The check for $500 was successfully received and applied on the designated due date (8/22/2023). Our system distributed the entire payment amount towards both the principal and outstanding interest on your account.

  
  Since the payment was received and applied on the due date (8/22/2023), the excess monthly minimum was applied to offset the amount due for the upcoming month. This proactive approach will effectively reduce the outstanding balance that you will need to pay in the following month to keep the account from going past due, however, you can choose to pay above the minimum amount to help reduce the principal balance faster and reduce the overall interest paid on the loan.

  
  We understand how this can be confusing and can offer to backdate your payment received on 8/22/2023 to 8/21/2023 which will change the minimum required payment for 9/22/2023 from $351.30 back to $425.65, however please note the change to overall interest paid on the loan will not be materially impacted.

  
  To avoid possible confusion in the future, wed like to suggest linking your bank account and setting up autopay. Please visit our help center to add a payment method. 
  If you would like us to backdate your payment, you can contact us at *************** or send an email to ****************************************** We are available Monday through Friday, from 9 am to 10 pm ET.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As a business using Wisetack services to offer to finance to my customers, I have been discriminated against and received an email followed by a phone conversation they will be deactivating my account if I continue to send customers who are not credit worthy to them which I have no control of their internal underwriting policies and should not be targeted. ****** ***** ***** ******* Hi ******, First of all, I wanted to say thank you for partnering with Wisetack for your customers’ financing needs. We appreciate every merchant who signs up to offer Wisetack to their customers. Unfortunately, a high number of your customers who secured financing through Wisetack have failed to make regular repayments. While we have made changes to our underwriting in the past 6 months to help correct the issue and approve borrowers likely and able to repay, we’re still seeing higher than expected losses originating from your customer base. Sometimes this happens when merchants selectively offer Wisetack to specific customers or only offer Wisetack when customers are declined by other financing providers. At this time, we have made changes that will result in a lower approval rate for certain customers. We hope to work with you to address this issue and find ways for you to offer Wisetack to all of your customers. However, if this continues to persist, we will unfortunately need to deactivate your account. I know this is likely disappointing news. We are constantly looking for opportunities to make our services even more valuable to the businesses we work with, including maintaining industry-leading approval rates. Please let me know if you have a few minutes to discuss ways we can improve our partnership. Sincerely, ****** ***** Wisetack | Account Executive, ******** ***** ***** ******** * ************************* 

  

  Business response

  07/14/2023

  Dear Ms. *******,

  
  Wisetack has made changes to our underwriting in the past 6 months to help correct issues with borrower repayment. We appreciate your business; however, our data shows the losses we’re seeing from your customer base are significantly higher than what we’re seeing from other merchants in your industry.

  
  Per Wisetack’s merchant agreement (section 8.a), we have the right to suspend or terminate your account at any time. In this case, we opted to adjust our underwriting and work directly with you first, rather than taking the step to deactivate. We would like to find a way to partner together so that the arrangement works for both of us.

  
  We do have to make decisions that allow us to maintain a robust and solvent business, and this means continuously evaluating and improving our own underwriting. This helps us do right by the software partners, lending partners, investors, and the many merchant businesses we support.

  
  The Wisetack team
  

  
  

  Customer response

  07/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have not received a phone call from the corporate office as requested. I spoke with someone that took over for ****** who identified herself as  Iris Pfeifer from this number 650-283-6293. She stated she wanted to know if we offer financing to everyone I stated only to those who ask which was strange. She commented seems like im doing everything fine but they do have alot of problems getting paid in the hvac industry. I then asked her what is the min credit score they are approving customers for she replied 540. I stated thats the problem you have to have 620 to buy a house. Even though my customers are home owners the problem lies with wisetack if they want customers with a good pay history their criteria should be higher. She stated she would pass this along and email me back . Well that was last Wednesday and I haven't heard.  I am not being treated fairly and it seems like this is a not so smart decision to cut off the contractor instead of raising the standards. I have been in business for almost 20 years and this seems ridiculous. 
  
  

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

  

  Business response

  07/25/2023

  We do not plan to respond again to Mrs. ******* as our original response covered her complaint.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I filled out an application with Pops Painting for the painting of 4 rooms wall and ceiling, tile a washroom floor and hallway floor. Pops painting turned the paperwork in to Wisetack. I did not have a copy. He then was able to receive payment and no one from Wisetack checked with me to see if the job was completed. He was able to be paid in full $540. I called Wisetack to let them know the job was not completed. I was told that the 60 day window had expired. I spoke with two representatives before the 60 days and they said they would get back with me and never did. I told them I wanted my money back. My job has not been completed and they say there is nothing they could do. Why did they not verify with me that the job was completed before paying to the contractor. Why wasnt I given the money to pay the contractor? My job is still not complete and neither contractor or financer will talk to me. I am still paying this bill with no job completed.

  

  Business response

  06/14/2023

  Thank you for reaching out to Wisetack regarding your concerns. We value your feedback and appreciate the opportunity to review your account. ********************** makes every effort to be transparent and clearly communicate throughout the loan process, and we have reviewed your account with us to ensure this. 

  
  Our records show that you applied for financing through Wisetack on 2/7/2023 directly through our mobile platform. Please note that Wisetack is completely online, we do not accept physical paper applications and all e-signed documents are available for your convenience in your portal. 

  
  Wisetack takes every precaution to ensure that the consumer is in charge of releasing funds. In order for any service provider to receive payment, action must be taken from your borrower account. According to our records, on 2/9/2023, you confirmed your loan and authorized release of funds to Pops Painting, by pressing the Done-Release Payment button on your mobile device. This button serves as a confirmation from the borrower to Wisetack that the work has been completed and that Wisetack should proceed with sending payment to the service provider.

  
  Upon review of your account, our records indicate that you contacted us via email on 2/12/2023, stating that the service provider had not completed the job. However, you subsequently called us on 2/13/2023, requesting us to disregard your previous email and expressing your desire to discuss changing the payment date. Our next communication with you did not occur until 5/9/2023. 

  
  Please note that Wisetack has specific Dispute Resolution Procedures in place, which allow borrowers to file a dispute within 60 days from the origination date. Regrettably, the communication received on 5/9/2023 was 87 days from the origination date, surpassing the allowable time frame for filing a dispute.
  We genuinely appreciate your business and want to assure you that we have thoroughly investigated this matter on your behalf.

  
  Best regards,
  Wisetack Customer Support
  

  
  

  Customer response

  06/14/2023

   
  Complaint: 20157780
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  06/14/2023

  Look at the dates. He never started the job. This is May 10th. He never showed up to do the job. 

  

  Business response

  06/16/2023

  We have already responded back to the borrower with our evidence and addressed everything she initially claimed. Her complaint should be directed towards the service provider and not us.

   Best regards,
  Wisetack Customer Support

  Customer response

  06/16/2023

   
  Complaint: 20157780
  
  I am rejecting this response because:
  
  Sincerely, I contacted wise tack more than once and they informed me they would pass the information of cancellation and did not hear from them 
  
  *****************************

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