ComplaintsforMitsubishi HC Capital America, Inc.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My equipment was filed for repossession after hitting a stop in my job and I tried effortlessly to contact the rep they sent me to. There has been about 5 email sent on my part trying to contact him, numerous voice mails because he never answers his phone. We made an agreement to make my account current which he agreed to and the money was wired yet I never received a confirmation from him. Recently I got an email stating I owe a total on 6000 and the money I wired isn’t reflecting on that bill I was sent. Again I have tried calling him no answer and I have been emailing him all week. I need an answer from someone since costumer service just transfers my call to him and the call is dropped. His name is Jim Z******* and if I can speak to someone that answers for a matter that is extremely delicate I would appreciate it.

  Business response

  09/13/2024

  The complainant (“Borrower”) entered into a Commercial Finance Agreement (“CFA”) with Mitsubishi HC Capital America Inc. (***** **** ********** *******) (“Lender”) on or about May 27th, 2022. Borrower failed to meet the repayment obligations as stipulated in the CFA, specifically the obligation to “…repay all amounts payable by Borrower as set forth herein is absolute, unconditional, and irrevocable, and all such amounts shall be paid by Borrower in accordance with the terms hereof without any abatement, reduction, setoff, or defense of any kind”. The Borrower failed to remit timely loan payments, and the account entered into a default status. Despite multiple attempts by Lender to reach Borrower by phone, email, door knocker, etc., Borrower failed to maintain proper communication with Lender to work out the payment of the past due loan installments. After exhausting collection efforts, Lender exercised its default remedy to “…repossess the Collateral…without court order…”. A repossession order was filed on or about 7/30/2024. Borrower made no attempt to contact Lender for several weeks after the repossession was ordered until a call from a repossession agent prompted a contact attempt. Between the time the repossession order was issued and the date Borrower contacted Lender, there was no attempt by Borrower to pay any of the past due installment payments. Lender corresponded with Borrower on 8/21/24 (Email thread attached) advising of the total amount due to cancel the repossession order and Borrower replied with a payment commitment. The repossession order will not be closed until the full past due balance has been paid to Lender or the collateral is repossessed. Borrower failed to keep its payment commitment, though some funds ($3,000) have been received. Borrower displayed no sense or urgency or obligation in communicating with Lender prior to a repossession order being issued, and Lender has effectively communicated the account status and what is owed. Borrower also receives a monthly statement via email, so Lender rejects Borrower’s assertion that it is not clear what is owed. Borrower may communicate directly with Lender’s repossession agent to surrender the collateral or pay the balance owed if it does not feel it is receiving the desired attention from Lender. Thank you.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have requested on multiple occasions to have admin fees removed. We do not see where these fees are addressed in the contract. The original contract was with a different company, not Mitsubishi. On or about August of 2022, Mitsubishi requested a certificate of insurance for a policy renewal. We did not receive any indication as to what equipment this request referred to. Only a contract number was referred to. In Sept of 2022 our home and business were damaged by Hurricane Ian and could not be reached or operated. My insurance agent was notified in Jan 2023 of this request and began asking, by phone and email requests, for the information required to complete the certificate. We had been dealing with all of the damages we suffered from Hurricane Ian. After multiple phone calls and email requests, no response was received by my agent regarding the specifics of the certificate request. We have been requesting someone review this for us and have only been able to speak to one person about this issue. We've tried multiple times to request to speak to a supervisor and have even called and left several messages at the corporate office. We do not think that this is a fair charge and would like someone else at the company to review and contact us.

  Business response

  07/18/2024

  On July 18th,  I ( ***** ********, and one of our Insurance Specialists spoke with *** **** and her agent insurance.  The conversation from start to finish was very professional and cordial.  We first discussed what caused the charge to occur, and the basis for our action.  More importantly, we discussed *** **** and her agents perception of service provided to them and processes to ensure all future interactions are also favorable.  This issue was resolved to the satisfaction of all parties. I think we both learned a lot about the others businesses overall, I think this meeting was positive.  

   

  Andre J. S******

  Vice President, Underwriting 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since last year we have been working with an agent Ralph R**** from this company, he is our account representative. In the fall he set up ACH payments for our account. After a few months I noticed they were not taking the payments out as scheduled. I contacted him (multiple times) and he apologized and said it was his mistake and he would work with me to get our account current again. For months we tried to set and Arrangement with him and most of the time I was the one contacting him, many weeks our messages went unanswered. On April 10th he finally responded to our email and we set arrangement to pay 2 monthly payments per month until our account was current. As promised I wired the first of those two payments last week (for the first month of the arrangement). Mr R**** replied and said my payment was received. Once my payments posted I received a call from a repossession agent stating that the vehicle had been placed for repossession. Considering the conversations I have had with Mr R**** I told him this must be a mistake. I emailed Mr R**** and asked and he stated that the amount was too far in arrears to recall the repossession. Why all the sudden did his arrangement with me change? Now that he had two payments from me in the form of a wire. I have emails showing I am the one trying to get our account current and this companies representative not replying to me for weeks at a time, then me contacting him again and him apologizing for the lack of communication. Had the original ach/eft payments been pulled as he said he set or if someone from this company would have communicated that our account was falling further behind we would not be in this situation. We have been the one reaching out to him. Multiple times we have been told he would "reach out Monday"or the "following week to discuss". Ignoring clients & not communicating issues again & again is unacceptable. I want this company to honor our arrangement & make this right not say one thing & do another.

  Business response

  05/16/2024

  We are regretful to hear of the Customers/debtors complaint as we have always tried to work with them to address any questions or concerns and resolve any potential issues. There are over 274 collector comments since inception, evidencing the strong follow up and collection attempts with the customer.
  The customer defaulted on their loan agreement by failing to make payments as and when due. They were formally made aware of the default on September 7th 2023 via a demand letter sent ******* *******. To date, the default has not been cured. Full default terms and remedies can be found in the agreement executed by the customer.
  On April 10th, 2024 wire instructions were furnished to the customer upon their request. On May 6th 2024, the customer emailed the collector handing their account “Can you please let me know if the wire for the two payments has been applied to our account yet and verify you have spoken with the repossession company?  I did not hear back from you from my last email last week.” That same day, the collector responded to the customer, “We haven’t received the wire as of this morning. Unfortunately I am not in a position to be able to cancel or place the repossession on hold right now, its just too far past due.” On May 7th 2024, the collector emailed the customer that “We got the wire in this morning” however there was no reference to the repossession being suspended.
  The collector has provided further context to the customer” As a policy MHC will put a repossession on hold with a down payment of 50% of the outstanding balance with the remaining half due in 14 days, the arrangement we attempted prior was me going above and beyond what was required because I was aware of your situation concerning the IRS – that arrangement was broken on the second payment in when I attempted to run an ACH payment, despite the history of bouncing ACH payments, for $2500 which returned due to a stop payment order.”
  
  Even with the customer in default, the collector acted in good faith by attempting to work with them, reducing the amount of immediate payments required from 4.5 (50% of total past due) to 2 payments. This was conditional upon 2 payments being made immediately there after (4/10/24). The 2 payments were not received by the customer until almost a full month later (5/7/24) while another payment had also become past due.
  
  In addition to the collector handling this account, the customer is presented with an outstanding monthly invoice which contains total outstanding as well as additional contact information for our office as well as remittance instructions.  
  
  Attached please find the collector response to the customer 5/14/24. If you need any further information, we can provide upon request. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Events starting Oct.29, 2023: Insurance company sent a check to be endorsed by myself and MHCCA. It was forwarded to MHCCA to be endorsed and sent to the repair shop. (See Attachments) Oct. 16, made a payment of $2900. Oct. 17 I was told by a senior account manager that the truck in question was in repo status and the next level personnel to be contacted. Oct. 23-29 trying to reach senior repo and workout manager. Kept getting put in que and sent to voicemail by himself and staff. Oct. 25 was told via email that two payments would stop the repo. $5,715.60/2 payments were made on Oct. 26 to my account. So far I have 2 links of 50 emails between myself and MHCCA and the repair shop. These include statements from MHCCA that upon proof of completion of repairs that they would endorse the check and send it via email. Also, myself and the shop would have the tracking number via email. MHCCA has NOT been trying to work with me. Acct.# 67893 and Customer# 120656 This situation has caused me a drastic hardship that interferes with me paying my basic utilities, rent, including other vendors and creditors. The truck is repaired and ready to go as of Sept. 28. Also, I am seeking the BBB to help me find a business attorney. I am an Honorably Discharged Disabled Vet that just wants to continue my liveliyhood. Thanks for your consideration.

  Business response

  11/20/2023

  Mitsubishi HC Capital America (“Lender”) is the priority lienholder on the collateral (“Truck”) refenced in the borrower’s statement. The borrower has defaulted on the loan repayment obligations set forth in the Commercial Finance Agreement, which necessitates that the Lender exercise its default remedies. As loss payee on the borrower’s insurance policy, payee on the referenced insurance check, and lienholder on the Truck, Lender is in possession of said check and intends to pay the repair shop with the proceeds and secure its Truck. The borrower’s statement lacks significant context regarding the loan history and current status and is therefore misleading. The borrower will be given an opportunity to remedy the default and take possession of the Truck.

  Customer response

  11/20/2023

         ***** ****** ******* ********************** *** ******** ********************** ***** *** ** ***** ******* ******** ***** ********** *********     

  Jim Z******* Fri, Nov 17, 4:04?PM (3 days ago)  to *****************

  When is there another payment coming? Your still 3 past due payments.

  The  lender mentions me using misleading statements.  The attachments included as well as the email times  I have copied and pasted above clearly shows who is giving misleading statements.  Also,  as per the lenders comment about giving an opportunity to remedy.  Based on  the time frame between the above emails shows how the  lender is not giving me the opportunity mentioned.  Fourteen in between emails, not to mention the countless phone call and voice mails since October 23rd. The payments are due on the fifteenth of every month. I have a  bank statement and an account transfer document showing as of October, 29th my account was brought current to August.  By not releasing the  repair check to the shop when the lender received it, August the 29th prevented  the from truck being released in September when the repairs were completed and me going back to work. So after the lender deliberately has held on to the check for two and a half months and now saying they will give me an opportunity  to remedy the matter. This alleged remedy could have happened two months ago.

   

  Customer response

  12/11/2023

  As of 12/11/23 Mr. Jim Z******* of Mitsubishi HC Capital America is working  with me to resolve this matter.

  Business response

  12/12/2023

  A representative from our organization has been in communication with the customer for several weeks working toward a resolution. As of today, 12/12/23, they have reached an agreement to resolve the matter. It is our understanding that the customer will be withdrawing/closing this complaint and following through with the agreement to place his account back in good standing, which is the ideal outcome for all parties. 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  These people put a hard inquiry on my credit without my permission. I didn’t even apply for a vehicle from them.

  Business response

  08/02/2023

  *** ****** ******** ****** ****** ** **** ***  *******  ********** ** ******* ******* *** ******* ******* *******                          ****** ***** * ** * * *** ** *** ***                          *********** *******  ******                          *** ********* ********* **** *** ******* **********
  
  In response to Mr. ****** ***** complaint dated August 2, 2023, against Mitsubishi HC Capital America, complaint #********.
  
  Be advised, that Mr. ***** / ** * * *** ** *** ***, filled out a Credit Application with Commercial Equipment Financing looking for financing on 2018 ************ which was submitted to us by them on July 31, 2023.  Please see the attached signed credit application.
  
  Here at Mitsubishi HC Capital America, it is our goal to maintain the highest level of integrity while trying to meet the financial needs of future potential customers.  
  
  Please let us know if we can be of further assistance and/or provide any additional information regarding this matter.
  
  Regards,
  Mary N*******
  Assoc. Director Customer Service Workout and Asset Mgmt.
  

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have you ever received poor customer service and tried to rectify the situation but was given the run around? MHCCNA stated in order to correct a document that they did inaccurately along with the dealership - the account must be current. The Financial Specialist, Karen A******* has been a great deal of help in this matter and informed me that the Security Agreement document and Vehicle Title should match - this is not the case. However, Rob from the Title Department has displayed lack of integrity and this is unethical because the issue can simply be corrected is irrelevant to the account status. Their words, " Once the account is paid up to date .. we ill be able to process your request". This definitely sounds more of like a “or else” situation or a threat in order to correct a document that should have been fixed in the first place you want something from me first. If this was done in error by the lender and/or the dealership, all I ask is for it to be updated regardless of the account status because it is the right thing to do. I tried to talk to both the dealership and lender to rectify the situation and they both are giving me the run around and pointing the finger at each other to correct the issue at hand. MHCCNA needs to take accountability and rectify the situation. I want justice and the situation corrected.

  Business response

  02/02/2023

  *** ****** ******** ****** ******** ** **** ***  *******  ********** ** ******* ******* *** ******* ******* *******                     ******** ******* ****** *** ******** ****** * ******** ******* ***                     ********* * ******** ******* ******                     ******* ***  *************** **** *** ******* *********
  
  In response to ******* ********* complaint dated January 25, 2023, against Mitsubishi HC Capital America FKA Hitachi Capital America, complaint #********.
  
  We are sorry to hear that our customer is not satisfied with our efforts to assist her with her account.  We have had several conversations with Mrs. ******* regarding her financial situation, the past due status of this account, restructure options, voluntary surrender details, Transfer and Assumptions and the titling of this asset.  Since inception, ******* ****** DBA Maryland Towing & Recovery Service LLC, has had issues paying the loan as outline in her Master Security Agreement with us.  Her needs seem to change frequently due to her personal problems.        
  
  Mrs. ******* is requesting her name be added to the title for the asset on the above reference loan which is currently in the name of ******** ****** * ******** ******* ***.  At inception, she approved all documentation relating to the financing and titling of this transaction.  Our dealers handle the paperwork for the registration and titling with the customer at the time of delivery.  Copies of her signed Title Application can be obtained from her dealer, **** **** ** *** ****** **** Attn: Mr. Christopher ******, General Manager, **** ** * ****** *** ******* ** ******  It is our understanding from Mr. ******, General Manager, at **** **** ** *** ******, that she contacted the dealership to discuss issues that were not related to how they processed the title work.

  
  It is our policy, that the account needs to be current to make any changes to our documentation.  This account is currently past due for the Dec 10, 2022, and Jan 10, 2023, payments for a total past due amount of $5,454.74. 
  
  Here at Mitsubishi HC Capital America FKA Hitachi Capital America, it is our goal to maintain a high level of customer service while working with and supporting our customers’ needs in any way possible.
  
  Please let us know if we can be of further assistance and/or provide any additional information regarding this matter.
  
  Regards,

  
  Mary N*******
  Assoc.  Director Customer Service Workout and Asset Mgmt.    

• Initial Complaint

  03/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I recently fell on hard times due to Covid19,and fell behind on my commercial auto loan. I explained to them in writing and have placed numerous amount of phone calls to my new contact. And there has been no response to my emails,or phone calls. I have not received a phone call recently as well. I’m trying to resolve my financial responsibilities that I owe to this company. I just want to simply pay my bill,and they have been so unprofessional at returning my phone call. I’m highly frustrated and just want a simple response to pay off my loan.

  Business response

  03/31/2022

  ****** ******** ****** ***** *** **** ***  *******  ********** ** ******* ******* *** ******* ******* *******                          **** ******* *** *** **** *** ******* ********                          ** * **** * ******* ***                          ******* ***  *************** **** ***  ***********************
  
  In response to **** *********complaint dated March 29, 2022, against Mitsubishi HC Capital America FKA Hitachi Capital America, complaint #16960197.
  
  We are sorry to hear that our customer is not satisfied with our efforts to assist him with his account.  We have made many accommodations and attempts to communicate with Mr. ******* regarding his financial situation, the past due status of his account and possible resolutions.
  
  He has had a history of being in default of his Master agreement since the inception.   
  
  To summarize our experience with this customer, please see the following.
  
  His payment history shows that he was 24 times delinquent to date.
  
  In effort to assist this Mr. *******, we amended his contract twice.  First with a change of due date in 12/2019 and then with a 7-month restructure for interest only.  This amendment gave him the ability to pay $197.26 down from $1380.82 in 3/2021 and brought him current from a past due status of greater than 150 days.  Additionally, we also waived any late charges that occurred during that period.
  
  Again, his account is seriously delinquent and over 181 days past due.    He continues to occasionally send payments far short of the amount due.  We have made several attempts to notify and communicate with Mr. ******* regarding the past due status of his account and to discuss possible solutions.  However, our attempts via collection letters, demand letters (10/2020 & 11/2021), agency door knocks (12/2020 & 11/2021) and numerous phone calls went unanswered which prompted us to take further measurements under the terms of our contract.
  
  As per this request, we have emailed Mr. ******* a 10-day payoff for his account. 
  
  Here at Mitsubishi HC Capital America FKA Hitachi Capital America, it is our goal is to maintain a high level of customer service while working with and supporting our customers in any way possible.
  
  Please let us know if we can be of further assistance and/or provide any additional information regarding this matter.
  
  Regards,
  
  
  Mary N*******
  Assoc.  Director Customer Service Workout and Asset Mgmt.
  
  
  
  
  

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