Complaints

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

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  Credit Express Group LLC

  546 E Commercial Blvd Oakland Park, FL 33334-2414

• 

  Credit Express Group LLC

  PO Box 23608 Oakland Park, FL 33307-3608

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:11/25/2024

  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.

  I am not responsible for the debt attributed to CRDT EXPRESS. I have no contractual relationship with CRDT EXPRESS, and they have not provided the original agreement as I requested.

  Business Response

  Date: 12/09/2024

  To whom it may concern,

  Thank you for bringing your concerns to our attention. We take all feedback seriously and appreciate the opportunity to address your complaint.

  On July 1, 2022, Mr. **** ******* entered into an agreement with "Credit Express." Unfortunately, due to the customer not being able to pay the loan, the account was repossessed on September 26, 2023. Following the repossession, the company proceeded with the sale of the collateral on October 31, 2023. At the time of the sale, the outstanding account balance was $6,114.31, and the vehicle was sold for $1,842.86. As a result, the remaining balance on the account is $4,271.45. Please see attached the agreement and deficiency letter of the account.

   We understand the importance of transparency in these matters and are happy to provide any further information or clarification needed. Please feel free to reach out should you have any additional questions or require further assistance.

  Thank you for your understanding.

   

   

• Initial Complaint

  Date:10/12/2024

  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.

  Description: I am filing a complaint against CRDT EXPRESS for reporting a fraudulent account on my ********************** report. The account in question (Account # ****** was opened on January 11, 2022, with a high credit of $1,094. I did not authorize or apply for this account.I have already reported this fraudulent activity to the proper authorities, including filing an identity theft complaint. CRDT EXPRESS has not taken action to remove this fraudulent account from my ********************** report, which is affecting my credit score and causing undue financial stress.Resolution Requested: I request that CRDT EXPRESS remove this fraudulent account from my ********************** report immediately and provide a letter confirming the removal.

  Business Response

  Date: 10/21/2024

  To Whom It May Concern,

  I am writing to confirm the details regarding Ms. ******* ******* title loan application. On January 11, 2022, Ms. ***** visited our ************ office and applied for a title loan in the amount of $750. As part of this process, we added a lien holder to her title for the 2009 ********** Jetta (VIN: *****************).
  Ms. ***** signed all necessary contracts and agreements, and her account was approved with an agreed-upon monthly payment of $152.59. After receiving the final payment, we have successfully released the lien holder from her title.
  As of today, the account is fully paid off. Attached are the documents verifying Ms. ******* identity, the signed agreement, and records of the payments made on her account.
  Please let me know if you require any further information.
  Best regards,

• Initial Complaint

  Date:01/10/2024

  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.

  The company reposed my car on less than $1,000 loan. I had initially took out a loan and paid it back in full. I started another loan Feb 2017. In April I made a payment . I fell behind in payments at the beginning of summer. I did not get 60 days to make a payment when I was unable to make a payment in June 2017 and my car was repossessed. I was told I could not make a payment because they didnt like my attitude after they repossessed my car overnight. They stole my car. I still have all my information. Just waiting for someone to eventually file a lawsuit, so I can testify to the mistreatment and illegal practices of this business.

  Business Response

  Date: 01/15/2024

  Customer took a loan on December 12, 2017, for a total amount finance of $2190.42. Her first payment due was on January 11, 2018. The customer made 4 payments on the account, where we received the last payment by the customer on May 4, 2018. With her payment history she was behind with **** June and July 2018 and the ********************* decided to repossess the vehicle on July 14, 2018, due to the account reflecting more than 90 Days past due. The requirements we provided to the customer to redeem the vehicle was the full pay off balance and the payment was not received.

• Initial Complaint

  Date:10/03/2023

  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 took a $1250.00 title loan with Credex due to financial strain on my $10,000 ******* Veloster. Immediately after taking the loan I was unfortunately laid off after 5.5 years with my company. I notified ****** and asked them to be patient with me. I told them that I would get caught up with payments as soon as my unemployment back payments came through. Despite me alerting them; they towed my car today with no warning or notice. I called immediately to resolve the matter and they are gouging me with a payoff of $2500 as the only resolution option. That included over $700 in fees. $425 was charged in towing alone when the maximum towing costs are supposed to be $160 for my county. All this when they know I just lost my job. I asked if they could please accept 3 months of payments and was denied. The man I spoke to was hard to understand do to a heavy accent and was condescending and rude. I asked 10 times to please transfer me to someone else in that department. He said I had to deal with him alone whether I like it or not. I feel taken advantage of and lied to. The loan was so small in comparison to the value of my car. Please help. This is my only transportation.

  Business Response

  Date: 10/04/2023

  Customer took a loan on 06/09/2023, for an amount finance of $ 1,918.97 with a first payment due on 07/09/2023. As part of our company process, we tried to contact the customer on 06/12/23 and 06/14/23 to welcome her for opening the loan with us, but she did not answer. We continue the efforts to reach the client on 07/19/23. We were not able to speak to the customer until July 26. The customer called and confirmed an arrangement for the same day for the payoff. She failed the arrangement, which resulted in us attempting to reach out to her again via calls, text, and emails.

  On 08/23/23, the customer called and explained she was out of work but started a new job, where she requested an extension until 09/06/23. We explained we can only wait until 08/31/23 for her payment, but we did not receive any payment on 08/31/23 or 09/06/23. After this, we tried to attempt to reach out to her again via calls, text, and emails with no response. At this point, the account is still behind more than 60 days past due, with no payments, which results in us repossessing the vehicle on 10/03/23 with 86 days past due.

  Once the vehicle was repossessed, we started the negotiation to return the vehicle, but the process was very difficult due to the customers behavior during the calls. Due to the company not feeling good faith from the customer, our company policies required her to make the payoff payment of $2,598.51, which includes repossession fee of $425 to release the vehicle.
  

  Customer completed the payoff on 10/04/23. We believe that this complaint was resolved after we received the payoff payment and explained to the customer the process to release her title.

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20691406
  
  I am rejecting this response because: 

  1  The tow company took my car from gated private property.  I looked up ******* laws and that is illegal.  The ******* ********** of ************ and ******** Services regulates recovery agents - the persons who can repossess your car. Recovery agents must be licensed. Laws for recovery agents are listed in ******* Statutes and ******* Administrative Law. These laws also tell the repo men (and repo women) where and when they can and cannot take your car. If your car is parked in an ungated public area, like on the street or in a public parking lot, they can repossess your car. They cannot repossess your car from locked driveways and gated areas.

   

  2.  The maximum amount a tow can cost in Hillsboro county ** is $160 according to local law.  I was charged $425; then forced to pay another $160 directly to the tow company at pick up or they wouldnt release my car.  
  

  3.  To say that they attempted to call me is a lie. I have phone records and still have not received a single call or voicemail from credex.  I reached out to tell them about being laid off on my own.  I dialed them.  And I still have no job so to claim I found another job is a lie! I told them I would pay as soon as I either got unemployment or my severance package. I was told I paid a few dollars extra a month in order to protect me if I ever lost my job and couldnt pay.  I did and called and no one helped defer any payments and it didnt even stop them from towing me.  
  

  4. the extra $160 I was forced to pay in storage fees was added because I couldnt pay my balance on day 1.  The only reason I couldnt pay is because credex failed to provide me with the payoff amount before the tow company stopped accepting appointments for the day.  I made every effort to handle on day 1. 

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

  Business Response

  Date: 10/12/2023

  On June 9, 2023, I Center, LLC. entered into a Consumer Loan Agreement with ******************************. The Consumer Loan Agreement required ************** to make twelve monthly payments of ****** beginning on July 9,
  2023. Pertinent to the analysis of Ms. ****** Complaint is Clause 11 of the Consumer Loan Agreement, which states in pertinent part as follows:

  
  11. DEFAULT AND REMEDIES. Time is of the essence. The Borrower will be
  in default under this Agreement on the occurrence of any of the following events or
  conditions (each an "Event of Default"): (1) failure to make payment within ten (10)
  days of when payment is due; Upon the occurrence of an Event of Default, in
  addition to all other rights Lender has pursuant to this Agreement and under applicable
  law, Lender may accelerate the maturity of loan contemplated in this Agreement and
  demand from Borrower immediate payment of the entire amount of the unpaid
  principal balance of the loan plus third-party fees, accrued interest and all other unpaid
  amounts owed to Lender, including administrative and other fees, as allowed by
  law.The Borrower shall also be liable for actual and commercially reasonable
  expenses of repossession, storing, repairing and placing in condition for sale, and
  selling of any property pledged as Collateral.

  ************** failed to make her initial payment due on July 9, 2023. Subsequent thereto ************** failed to make her August 9, 2023 and September 9, 2023 payments. On August 23, 2023, ************** contacted I Center, LLC. and requested an extension of time, to September 6, 2023, to make her payments. The request was denied. On October 3, 2023, Ms. ****** ******* was repossessed by Action Towing of *****. The account was eighty-six days past due, with no payments made, at the time of repossession. 

   Subsequent to repossession, I Center, LLC. demanded the full loan balance, plus all fees and costs, as allowed by Clause 11 of the Consumer Loan Agreement. ************** has satisfied her debt to I Center, LLC. and received a loan satisfaction. In response to ****************** Complaint, I Center, LLC. would advise you of the following: I Center, LLC. did not have a legal obligation to notify ************** that her vehicle was subject to repossession; Ms. ****** call to I Center, LLC. to give notice of financial difficulties does not modify the Consumer Loan Agreement; the Hillsborough County Maximum Non-Consent Tow Rates do not apply to repossessions; I Center, LLC. was not required to make any payment arrangements with **************; I Center, LLC. does not accept credit card payments for the final balance due; and lastly Action Towing of ***** was allowed to charge ************** for her personal belongings, pursuant to ******* Statute 493.6404(2). It is unfortunate that ************** had financial difficulties. I Center, LLC.s regrets that she did not have a good experience. It is clear from a review of the Consumer Loan Agreement and applicable statutes that I Center, LLC. conducted themselves appropriately, with respect to **************. Thank you in advance for your consideration of this correspondence.

  Customer Answer

  Date: 10/19/2023

  Attached are photos of my gated private property from which my car was illegally towed. You can see close *** of the locked gate and a further back view of my car with gate in background. There were numerous legal violations made here.  
  1.  Under ******* law, your lender must give you an opportunity to meet at a mutually agreed-upon place to surrender the car and remove your belongings before the lender repossesses the car.  - I was given no notice or opportunity to meet at an agreed upon location. 
  

  2.  Recovery agents must be licensed. Laws for recovery agents are listed in ******* Statutes and ******* Administrative Law. These laws also tell the repo men (and repo women) where and when they can and cannot take your car. If your car is parked in an ungated public area, like on the street or in a public parking lot, they can repossess your car. They cannot repossess your car from locked driveways and gated areas. There must be no breach of the peace, they cannot use physical force, and they cannot carry firearms.  - my private property is gated and locked at all times.  The tow agents hired by credex entered the locked gate and broke into my car; towing it without a key while it was obviously being worked on and had parts just thrown on the ground.  This is illegal and could have resulted in damage to my vehicle too.  
  

  3.  I want a breakdown of what law gives you an exception to the legal maximum towing fees in Hillsboro county? The car was towed 19 miles and then I fully paid as fast as possible to retrieve it.  No storage fees or sale preparation fees were applicable.  The only service rendered was an illegal tow!

  4. I paid $425 in repossession costs directly to Credex but then was forced to pay another $140 in towing /repossession costs to your tow agent directly. I am requesting a full refund due to the Laws broken as explained above.  It is also punishable by law to charge for expenses not actually incurred in connection with the recovery, transportation, storage, or disposal of repossessed property or personal property obtained in a repossession. I want a $565 refund and a breakdown of what all those funds paid for.

  5. I also contest the legality of making me pay for the full matured loan interest payments for 12 months; when the loan was paid off in full within 4 months time.  I request 8 months of interest to also be refunded and a notice explaining what I paid for in fees and why.  I received no notices in writing about this repossession which was required by law within 10 days.  I also have not received my car title despite paying you in full nearly 3 weeks ago. Lastly; why didnt the insurance I paid for covering loss of employment hardship assistance not kick in when I notified you I had been laid off?? That should have given me a hold on the loan until I found employment; which I still have not.  
  

  Thanks,

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

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20691406
  
  I am rejecting this response because:

  Attached are photos of my gated private property from which my car was illegally towed. You can see close *** of the locked gate and a further back view of my car with gate in background. There were numerous legal violations made here.  
  1.  Under ******* law, your lender must give you an opportunity to meet at a mutually agreed-upon place to surrender the car and remove your belongings before the lender repossesses the car.  - I was given no notice or opportunity to meet at an agreed upon location. 
  
  2.  Recovery agents must be licensed. Laws for recovery agents are listed in ******* Statutes and ******* Administrative Law. These laws also tell the repo men (and repo women) where and when they can and cannot take your car. If your car is parked in an ungated public area, like on the street or in a public parking lot, they can repossess your car. They cannot repossess your car from locked driveways and gated areas. There must be no breach of the peace, they cannot use physical force, and they cannot carry firearms.  - my private property is gated and locked at all times.  The tow agents hired by credex entered the locked gate and broke into my car; towing it without a key while it was obviously being worked on and had parts just thrown on the ground.  This is illegal and could have resulted in damage to my vehicle too.  
  
  3.  I want a breakdown of what law gives you an exception to the legal maximum towing fees in Hillsboro county? The car was towed 19 miles and then I fully paid as fast as possible to retrieve it.  No storage fees or sale preparation fees were applicable.  The only service rendered was an illegal tow!
  4. I paid $425 in repossession costs directly to Credex but then was forced to pay another $140 in towing /repossession costs to your tow agent directly. I am requesting a full refund due to the Laws broken as explained above.  It is also punishable by law to charge for expenses not actually incurred in connection with the recovery, transportation, storage, or disposal of repossessed property or personal property obtained in a repossession. I want a $565 refund and a breakdown of what all those funds paid for.
  5. I also contest the legality of making me pay for the full matured loan interest payments for 12 months; when the loan was paid off in full within 4 months time.  I request 8 months of interest to also be refunded and a notice explaining what I paid for in fees and why.  I received no notices in writing about this repossession which was required by law within 10 days.  I also have not received my car title despite paying you in full nearly 3 weeks ago. Lastly; why didnt the insurance I paid for covering loss of employment hardship assistance not kick in when I notified you I had been laid off?? That should have given me a hold on the loan until I found employment; which I still have not.  
  
  Respectfully, 
  ***************************
  ************

  Customer Answer

  Date: 10/19/2023

  Photo 1

  Customer Answer

  Date: 10/19/2023

  Photo 1

  Customer Answer

  Date: 10/19/2023

  Photos 2 and 3

  Customer Answer

  Date: 10/19/2023

  Another attempt to attach photos as Im having technical difficulty.  Thank you!

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20691406
  
  I am rejecting this response because:

  Attached are photos of my gated private property from which my car was illegally towed. You can see close *** of the locked gate and a further back view of my car with gate in background. There were numerous legal violations made here.  
  1.  Under ******* law, your lender must give you an opportunity to meet at a mutually agreed-upon place to surrender the car and remove your belongings before the lender repossesses the car.  - I was given no notice or opportunity to meet at an agreed upon location. 
  

  2.  Recovery agents must be licensed. Laws for recovery agents are listed in ******* Statutes and ******* Administrative Law. These laws also tell the repo men (and repo women) where and when they can and cannot take your car. If your car is parked in an ungated public area, like on the street or in a public parking lot, they can repossess your car. They cannot repossess your car from locked driveways and gated areas. There must be no breach of the peace, they cannot use physical force, and they cannot carry firearms.  - my private property is gated and locked at all times.  The tow agents hired by credex entered the locked gate and broke into my car; towing it without a key while it was obviously being worked on and had parts just thrown on the ground.  This is illegal and could have resulted in damage to my vehicle too.  
  

  3.  I want a breakdown of what law gives you an exception to the legal maximum towing fees in Hillsboro county? The car was towed 19 miles and then I fully paid as fast as possible to retrieve it.  No storage fees or sale preparation fees were applicable.  The only service rendered was an illegal tow!

  4. I paid $425 in repossession costs directly to Credex but then was forced to pay another $140 in towing /repossession costs to your tow agent directly. I am requesting a full refund due to the Laws broken as explained above.  It is also punishable by law to charge for expenses not actually incurred in connection with the recovery, transportation, storage, or disposal of repossessed property or personal property obtained in a repossession. I want a $565 refund and a breakdown of what all those funds paid for.

  5. I also contest the legality of making me pay for the full matured loan interest payments for 12 months; when the loan was paid off in full within 4 months time.  I request 8 months of interest to also be refunded and a notice explaining what I paid for in fees and why.  I received no notices in writing about this repossession which was required by law within 10 days.  I also have not received my car title despite paying you in full nearly 3 weeks ago. Lastly; why didnt the insurance I paid for covering loss of employment hardship assistance not kick in when I notified you I had been laid off?? That should have given me a hold on the loan until I found employment; which I still have not.  
  

  Thanks,

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

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

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

  Customer Answer

  Date: 10/20/2023

  I dont feel my questions and requests  were answered sufficiently.  This matter is far from closed for me. I guess its a legal matter and they will be hearing from my attorney. 

  Business Response

  Date: 11/10/2023

  On June 9, 2023, I Center, LLC. entered into a Consumer Loan Agreement with ******************************. The Consumer Loan Agreement required ************** to make twelve monthly payments of ****** beginning on July 9,
  2023. Pertinent to the analysis of Ms. ****** Complaint is Clause 11 of the Consumer Loan Agreement, which states in pertinent part as follows:
  
  11. DEFAULT AND REMEDIES. Time is of the essence. The Borrower will be
  in default under this Agreement on the occurrence of any of the following events or
  conditions (each an "Event of Default"): (1) failure to make payment within ten (10)
  days of when payment is due; Upon the occurrence of an Event of Default, in
  addition to all other rights Lender has pursuant to this Agreement and under applicable
  law, Lender may accelerate the maturity of loan contemplated in this Agreement and
  demand from Borrower immediate payment of the entire amount of the unpaid
  principal balance of the loan plus third-party fees, accrued interest and all other unpaid
  amounts owed to Lender, including administrative and other fees, as allowed by
  law.The Borrower shall also be liable for actual and commercially reasonable
  expenses of repossession, storing, repairing and placing in condition for sale, and
  selling of any property pledged as Collateral.

  
  ************** failed to make her initial payment due on July 9, 2023. Subsequent thereto ************** failed to make her August 9, 2023 and September 9, 2023 payments. On August 23, 2023, ************** contacted I Center, LLC. and requested an extension of time, to September 6, 2023, to make her payments. The request was denied. On October 3, 2023, Ms. ****** ******* was repossessed by Action Towing of *****. The account was eighty-six days past due, with no payments made, at the time of repossession. 
   Subsequent to repossession, I Center, LLC. demanded the full loan balance, plus all fees and costs, as allowed by Clause 11 of the Consumer Loan Agreement. ************** has satisfied her debt to I Center, LLC. and received a loan satisfaction. In response to ****************** Complaint, I Center, LLC. would advise you of the following: I Center, LLC. did not have a legal obligation to notify ************** that her vehicle was subject to repossession; Ms. ****** call to I Center, LLC. to give notice of financial difficulties does not modify the Consumer Loan Agreement; the Hillsborough County Maximum Non-Consent Tow Rates do not apply to repossessions; I Center, LLC. was not required to make any payment arrangements with **************; I Center, LLC. does not accept credit card payments for the final balance due; and lastly Action Towing of ***** was allowed to charge ************** for her personal belongings, pursuant to ******* Statute 493.6404(2). It is unfortunate that ************** had financial difficulties. I Center, LLC.s regrets that she did not have a good experience. It is clear from a review of the Consumer Loan Agreement and applicable statutes that I Center, LLC. conducted themselves appropriately, with respect to **************. Thank you in advance for your consideration of this correspondence.

• Initial Complaint

  Date:06/13/2023

  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.

  This dispute is over credit express solutions. I took out a title loan on my 2006 ****** Corolla on June 4 2018. They closed the account on May ******* the pay off amount was paid and I received the payoff letter but it still reflects on my credit report that Im 120 days late Ive called the company several times and could never find a solution or they cant give me a reason to why it wont come off my credit.

  Business Response

  Date: 06/15/2023

  We have reviewed the customer's account to see what exactly occurred during the time the customer's account was active. Client's account has been reported as "Account paid in full, was a charge-off". The reason for the account to be reported with that status is because unfortunately the customer's vehicle was repossessed. Client was given a time frame to recover the vehicle in which the customer was not able to recover. After 30 days, the vehicle was transferred to our sale's department and was sold for an amount LESS than the balance owed on 10/16/19. At that moment the account was between ******* Days Past due which is why in the photo provided by the customer from "**************************" it is appearing 120 Day Past due.

  The difference owed from the sale, must be reported under the status Charge-Off. On 5/20/2022 the client reached out to us regarding the difference and we were able to provide a credit/discount so he can close the account. The account is currently reported as "Account paid in full, was a charge-off". Client continued to reach out to us multiple times after completing the final payment to discuss his credit reporting, but we already explained, we are responsible to provide accurate information to TransUnion and they manage the score, we have no way to determine if his score will change or not. We suggested to the client to contact TransUnion to get more information on what he can do to better his score or to request changes.

  Please review attachments with payment history and Details on how account is being reported on TransUnion. 

   

   

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20178250
  
  I am rejecting this response because:

  the car was never repossessed so thats a lie never sold to you guys 
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:10/04/2022

  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 started a loan on 02/2022 and totaled the car in March. I didnt have collision insurance so my insurance did not cut a check for the car. I still had a balance on the loan and i called them to let them know even let them pick up the car. I made additional payments to the principal. I was told after they receive my car they would reach out to me and let me know what is next. I called multiple times and was told they are still waiting for the car to sale. I never got a call back and they reported to the credit bureau that they repossessed my car. I think that is fair i was honest with them and asked to make payment arrangements to settle the balance was told by the manager in that department this happened to a customer before and they were able to work something out. I paid off a loan with them previously with an outstanding payment history. Im not sure why they could not work with me on this.

  Business Response

  Date: 10/11/2022

  Dear *****,

  
  We are sorry to hear you rated your experience with us as a negative one. We strive to always help our customers to the best of our abilities. Upon reviewing your account, we can see that you called to let us know about the problems with your vehicle and that you wished for us to pick up your car in order to sell it and possibly cover your debt. As we always explain to our customers, when you decided to voluntarily give up your vehicle, we must still report this to the credit bureau as a repossession because that is what happened. Our agents explained this to you on the phone, as well as the selling process. We also mentioned that selling your vehicle does not always cover your entire balance, meaning that you might still be responsible to pay the balance you have left, even after we sell your vehicle. We do not have any records of receiving multiple calls from you, but we do see we spoke to you on October 5th, 2022, at 1:15 pm to explain that you still had a balance left on your account even though we sold your vehicle. Unfortunately, we are unable to change your credit report because the repossession did happen, so we must report it. We are here to further discuss your account any time you would like to.