Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We have been trying to pay our payment for the last 3 days but keep getting told that they need proof of insurance which we have and pay stubs proof and all this before they will accept payment on a vehicle we have had for almost a year now. It is not only frustrating but is not helping my credit. My wife went in to provide proof of insurance and pay the payment and was told they won't accept payment and added they need most recent pay stubs. They call wanting payment but when you try to make the payment in full they refuse how does this make sense.Business response
04/19/2024
On the morning of April 18th, ***** ***** brought insurance cards and an expired paystub into GEM Financial. The purpose of this was that GEM Financial was attempting to line up the due dates with the pay cycle of ******. She was told that GEM Financial would need ******'s pay stubs. At no point during her office visit did she attempt to make a payment on the account. The only discussion that was had with ***** was about the change of due dates. After ***** left, a text message was received from ****** stating that they wanted the payments to line up with ******* pay cycle. GEM Financial had no prior knowledge of this. GEM Financial let ****** know that we would need to complete the Contract Amendment to line up the due dates still and would be happy to accept the payment at that time. This decision was reached due to a consistent history on the consumer's part of not making the payments as scheduled. Our office is more than happy to work towards a resolution, we just need to know which pay cycle is the correct one.Initial Complaint
08/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The vehicle I purchased from there was in recovery and and when I got it back the following day all my personal belongings all my power tools our tools were not in the vehicle Over $*** worth of hand in power toolsBusiness response
09/28/2021
Business Response /* (1000, 5, 2021/08/30) */ After investigation, we have found no reason to believe any employee of GEM Financial or any affiliated company stole property from Mr. *******. We have tried multiple times to reach out to the client and he has never returned our calls. We continue to receive threatening emails and several negative and disparaging social media posts about our company's. Mr ******* is a valued client and we wish to continue our professional relationship. In the interest of customer service, we have instructed our legal team to draft a resolution in this matter that will include both at reasonable settlement and a forgiveness of some recovery fees that we have already paid to our recovery agent for executing the repossession of Mr ********* car. This resolution will be emailed to Mr ******* within a day or two and our hope is that this will satisfy him. Our mission has been and continues to be servicing our clients in the best way possible and this resolution illustrates that. Consumer Response /* (2000, 7, 2021/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) The situation has been settled to my satisfaction and would like to retract my claim and move on.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Business hours
Today,9:00 AM - 6:00 PM
MMonday | 9:00 AM - 6:00 PM |
---|---|
TTuesday | 9:00 AM - 6:00 PM |
WWednesday | 9:00 AM - 6:00 PM |
ThThursday | 9:00 AM - 6:00 PM |
FFriday | 9:00 AM - 6:00 PM |
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.