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:04/13/2024

  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 have repeatedly canceled this service - I have several emails of discussions and they are still trying to take payments.They currently are taking a payment of another ***** and I don't even know how they got my banking info.I want this payment reversed immediately. It defeats the purpose of their company if they cause my checks to bounce and damage my credit. They are frauds and never have done anything but just taking my money

  

  Business Response

  Date: 04/15/2024

  We were able to speak with the client on Monday, 4/15, and really appreciate the time she gave us today. We were able to clear up the confusion surrounding her request to shut down her account and how our arrears billing works for our clients. After our relationship manager reviewed everything in detail with her and she explained her current situation, we offered a resolution which she felt was satisfactory and she determined she would like to remain as a current client with UQUAL and work closely with her account supervisor for the time being.

• Initial Complaint

  Date:03/15/2024

  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.

  The company was recommended by someone at 360 mortgage company. I paid an initial fee and then wanted to cancel the account. They said I had to make a second payment on April 1st. I wanted cancel but they kept saying on the phone they would but never sent me a confirmation email nor contacted me confirming that. Today I called them 3/15/2024 and wanted to cancel my account immediately but the guy kept avoiding the topic. If they charge me effective this day and moving forward, I shall seek professional legal help. STAY AWAY from this company!!!!!! They are criminals!!!!

  

  Business Response

  Date: 03/19/2024

  Our relationship manager did reach out to the client and attempted to resolve his complaint, review his results and make sure he had no questions about the agreement he signed when he enrolled in our program. This program is not for everyone and he decided it wasnt the program for him. We respect his decision and have honored his request to shut down his account. It is our company policy that our billing structure is explained on every enrollment call and the arrears billing is also explained on the very first page of the agreement each client signs so there are no surprises when they are requesting to shut down their account. As a courtesy we wanted to inform Mr. ****** that we have waived his final payment and closed his account in good standing, however, our relationship manager was met with expletives and wasnt given the chance to explain anything to the client before the client abruptly hung up. Even though his account is shut down, he is still welcome to call us for any information about his account at any time.

  

  Business Response

  Date: 03/20/2024

  We were not given the opportunity to resolve the issue and our manager was met with hostile language upon calling. 

• Initial Complaint

  Date:03/15/2024

  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.

  We purchased a **************************************** late February 2024 with UQUAL at the recommendation of our potential mortgage lender. Since filing "disputes" with credit bureaus through UQUAL our ********** husband) credit scores have dropped SIGNIFICANTLY (20-30pts EACH). As there was no guarantee of increase, I simply decided to cancel services. I was put through to **** and he proceeded to berate and insult my decision to cancel and then escalated to personal and hurtful insults. He said things such as "It makes sense that you didn't pay your debts if this is the type of person you are" "this is an ignorant decision but with this credit history that makes sense". He continues to hurt insults as I requested multiple times to simply cancel my account and send me a confirmation email! He then refused my request to speak with his Supervisor. Then he informed me that I would be charged an additional fee due to the "disputes being filed on my behalf not yet being resolved". I stated that I was still within the initial 30 days, that they had in fact only provided approximately 15 days of service and that I do not owe them anything more fees, etc. He said I did, they WILL take it out of my account and it didn't matter if I liked that or not & then proceeded to hang up on me. I am simply requesting that my initial fees paid for 30 days service for 2 individuals (my husband and myself) stand as the full amount owed and PAID IN FULL. Threats and insults are against the law and if needed I will pursue further action with our attorney **************** New of ******* *************.

  

  Business Response

  Date: 03/19/2024

  We reached out to the client the very same day as the complaint. Our relationship manager was able to have a conversation with the client about her experience and resolved their complaint. We have honored the clients request to shut down their accounts and are extremely appreciative for the clients feedback so that we can continue to improve our services. Even though our billing policy is explained during enrollment and is also written on the first page of the agreement every client signs, arrears billing can be confusing at times. As a courtesy we have waived both of their final payments and have offered further consultation at no cost for the next few months should they have any questions or concerns.

• Initial Complaint

  Date:03/08/2024

  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.

  Uqual was recommended by a realtor company. I only inquired about a property I was thinking of purchasing. Next thing is the realtor said you can inquire with Uqual they look over your credit to see what a professional may see that you would miss. Sure I said OK....Soon I realized this was a mistake. I called to cancel and got screamed at and insulted. I was then transferred to someone else who proceeded to schmooze me into buy in another month. Again no change and was worried what it was doing to my credit. I called again to inquired and again was yelled at and transferred to the 'nice guy'. He said he would not pull anymore but had to bcz they bill in the rear.....I just to try applied for a small loan. I was denied with reason being I had 'credit counseling' NO! It wasnt supposed to ruin my credit but did. How long does this now affect my personal life? I think they are criminals.... I think the realtor is part of the scam. I canceled the credit card they pulled 89 from.... they promptly cancel my subsc. The scary part about it is they have been in my credit and who knows what they have done... I think they should be put out of business. They should be added to the scamming network trying to overtake this country.

  

  Business Response

  Date: 03/14/2024

  We were able to connect with the client and appreciate her taking the time to explain the problems she was experiencing. After our conversation with her she has decided to continue in our program for a period of time and she will be working closely with her account supervisor while she remains at Uqual.

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair 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 signed up for Uqual with the promise that they would increase my credit score quickly. It's been three months and they have only been able to increase my score by five points. Waste of money. Then when I try to cancel the program, they make it so difficult that it is almost impossible. No one answers the phone at their offices, and they decided to charge me an additional month after I requested service to be cancelled even though their so-called disputes are not having the promised effect on my credit score. This was not worth the hassle and there are companies that cost MUCH less and do MUCH more. I want the final payment cancelled and not charged to my account. Especially since I told them I need to use the funds to pay off debt faster since their program costs entirely too much to not have made a difference. I don't want them charging me any more and will also be filing a stop payment at my bank. And once I finally got an associate on the phone to cancel, after sending multiple emails and messages, he had the nerve to have a bad attitude with me and provided poor customer service after I had already explained multiple times I didn't want to pay for the program anymore and wasn't seeing any benefit.

  

  Business Response

  Date: 01/04/2024

  Upon receiving the complaint we reached out right away and resolved the issue. We greatly appreciate the client taking the time to speak with us and for giving us the opportunity to resolve her concerns.  One of our supervisors spoke with the client on 1/2/2024 and resolved the issue. We will continue working with the client to help her achieve her desired results. 

• Initial Complaint

  Date:10/28/2023

  Type:Service or Repair 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 was referred to by a real state agent to this company so they could help build my credit score up 10 points so I contacted them and was told for the first month it would be 59 dollars then ********************************************************************************************************************************************************* they said that would jump my score up almost immediately but it didn't after three months I did not see anything different on my credit report so I sent them a message saying to cancel my service with them right after I sent that message not even 30 minutes later they took 79 dollars out of my bank account I sent them a message asking why they took money after I cancelled my service they told me I would have to call them to fix it so I called them they gave me a big run around about how much they did not me on my credit report got this removed and that removed even my bankruptcy I told them I still wanted to cancel my service so then he told me that the 79 was because they back billed so I told him I was never told that and he said the guy that set my account up would have told me but no one did ever tell me that and even if that was true they still shouldn't have took out the money it wasn't time for it to be taken out and I only used them for three months and already made three payments so why was another one taken out so after that I went and had my credit pulled and everything even the bankruptcy that he said was removed from my credit is still there they did absolutely nothing but take my money it is a fraudulent company that takes peoples money and does nothing at least in my case that is what happened and I hope the bbb can get this resolved and put a **** against this company for committing fraud because I'm not just going to let it go I am in touch with a news station now to do a full report on how this company is committing fraud and I plan to put it out all over social media

  

  Business Response

  Date: 11/02/2023

  We reached out to the client as soon as we received his complaint. We were able to speak with the client this afternoon (11/1/2023) and greatly appreciated his input as to the frustrations he was experiencing. We had a very calm and rational conversation and by the end of the discussion, we both agreed no refund was necessary. He has decided to keep his account open and work closely with our relationship manager over the next few months. 
  
  

• Initial Complaint

  Date:10/24/2023

  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.

  I was weary when I first signed up for Uqual services and I should have listened to my inner-self. Within 4 months of being a Uqual member, I noticed that no progress was being made so I did the work that they claimed they would do (I raised my score more than 80 points in 3 months doing the work myself, outside of Uqual). Uqual provided no support, no counseling, and what little advice they did give, information between the staff was contradictory. All this company does is get you to sign up, make empty promises, collect your money every month and hope you forget about the monthly deduction from your bank account. ********************** absolutely does nothing for you. This company is a scam and its fraudulent and deceptive practices should be investigated by federal authorities.

  

  Business Response

  Date: 10/26/2023

  Prior to receiving the clients complaint on 10/25/2023, we had been attempting to contact him to address his concerns. One of our managers was able to speak with the client on 10/26/2023 and clear up some of the misunderstanding. We greatly appreciate the client returning our call and giving us the opportunity to try and rectify the situation. The client's file is closed as he requested and we are parting ways amicably.  

• Initial Complaint

  Date:08/15/2023

  Type:Product 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.

  Back on May 15th of this year I was advised by a mortgage lender to work with this company Uqual to help improve my credit. When I signed up I had promises up and down that with each dispute that they couldn't remove from my reports, that they would go at it this way or that way. Here is the important part, when I signed up I was told that my FIRST MONTH was only $89.00 and that each month following it would be $99.00. I had no problem with that since I was sold on their service. Fast forward to today, August 15th I called to cancel my "contract" with them because since May, nothing has happened. I understand that this can be a longer process for some of us compared to others but NOT ONE SINGLE ITEM has been removed from my credit report. I have had better success disputing items on my own. The man I spoke to *************************** tried to sell me on some BS that they use AI generated forms, this that and the other. He basically tried to overwhelm me with a bunch of word fillers to get me to stay. I refused and asked for a REFUND. He told me they cannot issue a refund because we are billed in arrears... but wait a minute... when I signed up I was told my FIRST MONTH was $89.00 so how did we go from billing me up front to now billing me in arrears. He didn't like that so he explained to me that there was some BS initiation fee that originally was $189.00 but they "discounted" it to $89.00. I couldn't handle arguing with a man who clearly thought I was too stupid so I had him cancel my contract and I hung up. Either this company needs to train their employees better, or they truly are as SHADY as they seem. I need a refund of my $99.00 since I was LIED to either by ******* or the person that signed me up. WARNING TO OTHERS -- STAY AWAY!!!

  

  Business Response

  Date: 08/22/2023

  Upon receiving the complaint we immediately reached out and have resolved the issue. We appreciate the client giving us the opportunity to address her concerns and she has a better understanding of our program. While she is not continuing, she is satisfied with the resolution. Both the client and our supervisor are keeping a line of communication open for any other financial and credit coaching she may need.

  Customer Answer

  Date: 08/22/2023

   
  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. It was agreed by both parties that there was a miscommunication regarding the payment. I appreciate the manager taking the time to educate me on their business and taking the time to listen and understand my frustration. I will re-consider them should I need their services in the future. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair 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 is impossible to cancel your account, they keep charging you, and when you call they say they still have to charge you more while trying to cancel.

  

  Business Response

  Date: 07/10/2023

  We had received the client's request to cancel service and we had made multiple attempts to reach him before he filed his complaint with the BBB. Upon receiving his complaint we reached out right away. Unfortunately, despite numerous attempts to reach him, we have not been able to get in touch with him. We would love the opportunity to speak with him to resolve the issue. His file is closed as he requested and he will have no further billing with our company. 

• Initial Complaint

  Date:06/21/2023

  Type:Product 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 WOULD NOT recommend this company to ANYONE what so ever to anyone trying to purchase a home. I was referred to UQual by a loan officer who is no longer with the loan company. When we started using this company we were told that they would work quickly to get our credit scores up so that we could be in position for a pre-approval. Well here we are 4 months later in the same position we were in when we started with Uqual on March 1st ****. My husband and I have used then for 4 months paying over $800 with nothing happening. I was receiving phone calls weekly at the beginning and then nothing. Of course I got the typical run around when you start asking questions that was promised in the beginning and not being delivered. I have been trying to cancel and after 15 minutes on hold was sent to a voice mail box. I feel I was scammed out of my money. This is a self-disputing company. They do not help to increase your credit score. I should have gone with my gut feeling and canceled sooner instead of throwing money away. I want my billing canceled with NO ADDITIONAL CHARGES AND a partial refund for their inability to communicate HONESTLY or provide any meaningful services. Just look up Uqual on ******* They are listed as a **************** in ***********, ******** not a credit repair financial institute.

  

  Business Response

  Date: 06/27/2023

  We hate to hear that our program did not meet the clients expectations. We had 2 conversations with the client on June 21st, the day she filed their complaint. The client expressed frustration on the last call and we had a manager call her back right away to resolve any concerns. We did not reach the client when we called and left a message for them to call us back.
  
  We received the clients complaint the following day on June 22nd and since then have reached out 6 times and left several messages. We have not received a returned call from the client and we would love the opportunity to speak with them to help resolve their concerns. 
  
  Our loan readiness program offers tools for our clients to work through the 4 major hurdles in the loan approval process (Down Payment, DTI & Documentation and Credit). Through our platform each of the clients were able to correct several of the huge errors on their credit reports. 
  
  We apologize that the client felt our communication was lacking. We try to do our best but understand sometimes we cannot meet everyone's expectations. The clients enrolled on February 23rd and we had 3 separate conversations with them in February. After that we reached out to the clients or had conversations with them 5 times in March, 7 times in April, 3 times in May and 6 times in June.
  
  Both of the clients files are closed as they requested and we waived their final payments.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20216774
  
  I am rejecting this response because: I paid for services based on what the original person told us when we initially started this program. Had I known that this company had nothing to do with repairing credit I would have not enrolled in the program. Our credit scores has not improved and there have been very little things removed off of our credit because of their efforts. They claimed they were able to get a *********** account removed and when you pull up me and my husband's credit it is still on there as of today. They are dishonest and I have attempted on calling *** and **** back and have left messages on their voicemail since this complaint. The multiple times they have recorded that they spoke with me in March, ****** May and **** was because of my dissatisfaction with their services. It is not because they were calling me with assistance. So again they are trying to be deceiving in making it seem like the multiple phone calls was from them no, it was me calling in disappointment yet still giving them an opportunity to fix things. Finally a real financial company pointed out to me that they were a software company and not a true credit repair company and they don't even come up on ****** right away. I am requesting a refund for ****** May and **** the sum total of $600. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/11/2023

  The client is correct, she called **** back and did leave a voicemail for *** on June 27th which we received after we submitted our response. We were able to communicate via text on June 28th and then spoke with the client on June 29th. 
  
  We appreciate the client taking the time to speak with us and for giving us the opportunity to remedy the situation. The clients will be continuing for a period of time so we can help them achieve their desired results.