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:12/09/2024

  Type:Customer Service 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 applied for a loan with HFS and after qualifying for the loan I was asked to submit tax returns that I did not have ready. I told my representative Jon P*** that I would have the tax returns in a couple weeks, after 5-7 days my loan was denied saying they could not verify my information. This is the standard denial with no information you see in multiple complaints against this company. After I completed my tax returns in 13 days I tried to login, contacted HFS and asked to submit my tax returns. My login information was deleted and every time I tried to login I was given an error that I could not proceed to my account. After multiple emails to Jon P*** I learned he no longer worked there, I then emailed his replacement several times over 2 weeks with NO RESPONCE, NOTHING. I then emailed Vicky Salesky for help and she responded to try to resolve the situation, to ask if they could give me access to my account complete the upload of my taxes. After 3 weeks of emailing with Vicky I was told she emailed the office several times and the problem was still not fixed. Then after repeated emails asking for updates I was told to go try to get a loan someplace else, which I will. But I have invested several days of time and thousands of dollars trying to complete a loan that I qualified for and now am being denied access to complete the process. I am getting ZERO help and the customer service of this company is non existent, so if you want to waist time and money go ahead and apply for a loan with this company.

  

  Business Response

  Date: 12/18/2024

  Thank you for your feedback.  There is no cost that would have been incurred if you did not fund a loan.  If you were out thousands on the loan or loan process, please let us know to whom so we can assist as this should not be the case.
  After your offers were presented further review was performed, as is customary surrounding things such as but not limited to ID, Income, Home Improvement Project, and Home Ownership Verification.  During that time, your loan offers can and did change.  We are sorry that you were not able to qualify for the financing that you were seeking via the HFS Home Improvement Loan Platform.

  Customer Answer

  Date: 12/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was never given the opportunity to submit my full financial package, how is it possible to make an informed financial decision on the the partial application?  Then when I tried to log back on I am being denied access to the portal to log back in to complete my file.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/23/2024

  Type:Customer Service 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 were set to fund and then received a denial. I called this company on many occasions and received no response to find out where we were on the loan as the online portal was not updated. They said the denial was due to not being able to verify our information, but that is easily rectified. When I tried to call them, mine and my husband's phone numbers were blocked. I know this because I dialed *67 to get through using the same phone number and our office lines were able to also get through. I spoke to Amanda to find out why we were being denied and she said she only had the information that they could not verify our information. As I started to explain that that was easily rectified, she continuously stated that she could not assist us. She said no one was available, would not provide the manager's name for us to write a letter to, etc. I know the processor's name and it is Tracy (or Tracey) and the manager's name is Tavia. I will inquire with an attorney on if this is even legal to do. Block someone because they were trying to find the status and then BLOCK our phone numbers so that we could not get through. We would like for someone to call us to let us know why we were denied. We have many lenders we can go through, that is not the issue. This is a bigger issue if a company blocks people because they do not want to deal with them. If there was a real reason that we were denied, it should be no problem to get on the phone and provide this information or request that we unblock what we need to so that you can verify the information necessary.

  

  Business Response

  Date: 05/23/2024

  If we were unable to secure funding for your loan inquiry, we do apologize as we strive to provide an excellent funding experience for all of our customers.
  
  At times, if the underwriting and due diligence process is unable to properly verify certain information that may preclude someone from securing funding.
  
  If you have any further questions please feel free to contact us at your earliest convenience so that we may better assist.

  Customer Answer

  Date: 05/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: I cannot call you as our numbers were blocked. I had to call *67 before your number to get through so the blocking system didn’t recognize our numbers. I have this all recorded. So, how about you call me and tell me why we were rejected. 
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 05/24/2024

  Your reject reason was disclosed to you in the standard formats via email with an attached document stating the declination reason(s) and it appears you also spoke with HFS team members who too informed you of those declination reasons.  We are sorry that we cannot be of further assistance in providing you with more information.

  Customer Answer

  Date: 05/24/2024

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

  I apologize, but that is not an answer that I nor anyone should accept. The reject was "could not verify information", but that is easily addressed if provided the opportunity. Blocking a consumer's phone number(s) to call your company is absolutely ridiculous. I understand that your company is NOT the lender, but perhaps the lenders you deal with should be informed on how your business operates. It is very telling given the reviews at the BBB are less than stellar. When people accuse your company of many denials due to "bucking the system" or asking too many questions and then you come back with an answer that you "could not verify information", it absurd. If you need to verify information, there are steps that the consumers can take in order to provide this information to you. Also, proper documentation was submitted and VERIFIED by your sources. I literally have video of my husband and I calling the company only to receive a busy signal, but then we press *67 first, we get right through. After playing that game for a few minutes we did get through and spoke to Amanda who, I honestly felt sorry for because the manager (Tivia?) would not return our call the entire time we were trying to obtain information about our loan status. Neither did Tracey our processor. We had a representative from your company call our contractor and tell them that the loan will be funded within 3-5 business days and we did not even have the final rate. I had to ask the contractor to not proceed until we receive the final approval (thankfully I took that step given the bogus denial). We will NOT REST until we understand why we were denied and with the real reason. If I have to get my attorney involved (pro bono since he is my father), I will. There are far too many complaints about consumers being blocked by your services to just disregard. So, why did we receive a denial?

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

• Initial Complaint

  Date:01/04/2024

  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 applied for an HFS financial loan for a pool, which I was told is an unsecured loan. Which it also states on their website that it is an unsecured loan now I have a lien on my home from connexus for my Pool loan HFS said well, we didn’t do it they did, they collect the payments. I was told to call them and take care of it. They said they will not remove the lien off my home even though I applied for an unsecured loan and HFS said they had nothing to do with it, but they clearly know exactly what they’re doing. I want this lien removed from my home.

  

  Business Response

  Date: 01/11/2024

  Hello,

  We would ask that you contact us via [email protected] with information pertaining to your specific loan information so that we can better understand the issue and find a way to assist.  Ultimately, HFS is not the lender and we do not control loan disclosures or actions taken on loans by lenders on the HFS platform.  However, we always want to ensure we have satisfied customers.  So contacting us at the aforementioned email address with information pertaining to your specific situation would be the best way for us to ensure we do our best as an organization to assist in answering your questions and concerns.

• Initial Complaint

  Date:06/21/2023

  Type:Sales and Advertising 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 company stated they offer loans and start at no credit check for pre approval. They never disclosed that they are a Brokerage and don't offer the loan directly. They also never advised there was a 3% finders fee. I was not allowed to pick my own terms and was just sent over a contract to sign after they ran my credit. When I called to complain, the supervisor did nothing but say he's sorry it wasn't what I expected but they send out the disclosures. When I asked him to show me where I signed the discourse and how I can review them, he said they're a one time click button and he doesn't have anything in writing. He also advised there is no harm because they won't charge me anything to cancel my application. I advised him if I would have known they were a broker and charged a 3% fee I would have never wasted my time, submitted an application, nor sent personal information to them. After that he sent me a disclosure form with my name on it and predated it to 05/28 with no signatures.

  

  Business Response

  Date: 06/21/2023

  HFS provides proper legal disclosures, most notably found on our website, that HFS is not a lender. Loan inquiries to HFS and subsequently having the option to check your rates, is done without a hard inquiry performed on a consumer's credit report. It is only once the consumer accepts those prequalified loan terms that any loan application is made to a participating lender on the HFS lending platform. Similarly HFS does give the proper and full disclosures of any fees incurred. Any applicable fees, along with loan terms is represented again in the final loan disclosures produced by the lender of any approved loan to the consumer. There are no fees for any unfunded loans. HFS provides a valuable service to thousands of consumers across the country and we take our reputation seriously. We are more than happy to further address this consumers complaints on this platform or if they would like to contact us directly at [email protected].

• Initial Complaint

  Date:02/21/2023

  Type:Customer Service 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.

  Complaint Case # *********** ** ****** ********* To whom it may concern, HFS FINANCIAL, ********* ******* ****** ***** * ********** ** ******** ****** ***** *** ********* ********/ **** * ********. My name is ***** ********, I am contacting you this morning in regard to HFS financial & their insurance policy company *** * ******** *** ***** *********** ** ******** ****** ***** ***** *** ********* is listed. Contractor ********* ******** of Spring Tx. & ***** ****** ***** & ******** *********** ***. I have Proof between *****@hfsfinanacial & ******** where my privacy rights & laws were broken including the two engaging about my 2nd loan approval to after I had already reported this contractor financial crimes to HFS financial about the mishandling funds lent by ********* *** & ********** ** ******** **** *****@HFS asked ******** to be sure to use their promo for potential "new clients" aka "new victims" link on his hosted website, promo link provided by their company to this fraudulent Contractor *****************************************************************************TX ********* ******** subscribes w/ HFS stole credit loaned money in an approx. 80,000.00. ******** caused an aggregate action of misappropriating federal funds trusted to him, on a good faith basis to pay material. 16,450.00 outstanding invoice as of February 3, 2023 with a filed with a Mechanic's lien on our homestead. I understand that when financial fraud occurs to consumers, money is insured by fraud protection we immediately notified HFS financial. HFS Financial did not abide to their obligation to protect clients who they render service. HFS financial also broke privacy laws & engaging exchange. HFC emailed  Asking ******** if there was still work to be done? this was after we had already reported his crimes to HFS. securities, & banking ensue to insure the monies lent against fraud, that their "clients" will be taken care of have "extra protection for consumers" Sincerely, ***** ********

  

  Business Response

  Date: 02/21/2023

  HFS does not offer insurance and we do not recognize who those insurance companies are.
  Your most recent loan funded exactly 1 week prior to your allegations on BBB.
  It is hard to follow the complaint left on BBB as there are some fractured sentences in what was provided to HFS but if you are alleging that your contractor is some how operating in an unethical manner we would have advised you not to fund your loan.  Did something transpire in the last 7 days?  HFS would love to understand what we can do to help and what role you feel we played in any wrongdoing.

  
  The 2nd loan you funded came after funding a loan in Aug. 2022 for you and you noted using the same contractor.  HFS is confused that if we understand correctly, you have concerns about your contractor. Why did you reapply for additional funds to be used by you for home improvements performed by the same contractor.  HFS loan programs fund to the consumer and not the contractor for the consumer to control their own funds.

  
  HFS would be happy to speak with the client to better understand their concerns as the BBB complaint is difficult to follow.  Maybe we have not been provided with all of the facts from the client.   We would advise the client to contact HFS at [email protected] so that we can best assist as this is the first documentation we have of any problems the client encountered and are unclear how HFS caused any negative affect as we assisted the client in obtaining the financing they voluntarily requested.

  

  Business Response

  Date: 02/27/2023

  The reply and associated attachment are solely directed at the home improvement contractor the consumer contracted with.  HFS assisted the consumer in funding their home improvement loan.

  HFS does not have any grounds to mediate disputes between consumer and contractor.  It appears the consumer is claiming the contractor has not fulfilled the work to the consumers satisfaction.  While we are sorry to read this, HFS would not be the party to address this to and we instead recommend and request this be handled between the contractor and customer and HFS no longer be party to these notices, reviews, complaints, etc.  We are not clear as to what actions the consumer is requesting of HFS.

  Customer Answer

  Date: 03/01/2023

  I would like to be compensated for breaking privacy rights, compensated for the damages the contractor who stole my money and that they subscribe with and allow him to use their promotion link to steal more money from new clients, compensated for the additional 30,000.00 loan I had to secure due to their negligence after he had been reported to them for stealing.

• Initial Complaint

  Date:01/04/2023

  Type:Customer Service 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 Date of Transaction: 06/03/2022 The amount Paid to the company: $23,0675.51 The Nature of the Dispute: Fraud & Predatory Lending To date neither business has reached out to try and resolve the issue. Account Tracking: ***BBB removed sensitive account information from this submission***

  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/05) */ This is not a customer of ours. We believe that Mr. ***** has submitted this complaint against the wrong company. We are HFS Financial, located at 100 Owings Court, Baltimore, MD 21136. Our website is wwww.hfsfin.com. HFS Financial is in the business of assisting homeowners in securing financing for home improvements and we play no role in any debt consolidation programs. Our request is that this complaint be removed and Mr. ***** redirect his compliant to the appropriate company. Thank you. Consumer Response /* (3000, 11, 2023/01/05) */ ***Document Attached*** This information is regarding the correct company. HFS Financial initially posed themselves as the lender, but in fact turned out to be a loan broker. My loan request application was filed through their portal, and they managed all the processing. ****************************** sent over a corrupted file that I could not open to view and Mr. Allan Breeker electronically signed on my behalf, but never disclosed any of the correct terms of the loan. What I was given to view by HFS Financial is not the documents that were electronically signed. Furthermore, HFS Financial violated privacy laws by sharing the details of the loan to a contractor without my knowledge nor permission. HFS Financial worked in concert with Lafayette Financial to commit fraud and trap me into a predatory loan for the sole purpose of financial gain. HFS Financial never disclosed that my loan amount would be increased to pay their commission I requested one amount and the loan was approved for a higher amount to cover HFS Financial 's commission. I was never made aware of this until after the fact. Business Response /* (4000, 13, 2023/01/05) */ Thank you for the clarifying information. It does appear we have worked with this client and will attempt to contact them to better understand the situation and how HFS can play a role in resolving any concerns. Consumer Response /* (4200, 15, 2023/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since the inception of this matter, I have made several attempts to contact them with no response. They have a tendency to be deceptive and untrust worthy. They have made it very clear that they will only attempt to do what's right if there is an outside source mediating the situation. To provide an example, they initially stated that they didn't know me or have never done business with me until I showed proof. Every company keeps records and can access them at any time. I believe they saw my name and just offered an answer to see if it would go away. Mind you, before the deal was done, I sent an email to Ms. Joanne M**** asking if I were going to be responsible for paying the same interest rate on the severed loan and she never answered. These people are a bunch of fraudulent scammers praying on people for the sole purposes of monetary gain, and they will continue to do so. Thats what criminals rings do. Business Response /* (4000, 17, 2023/01/07) */ Preliminarily HFS was unable to ascertain the application of MR. ***** based in his initial BBB complaint. After further information and investigation you can see in prior response, we noted we do have him as a prior client and noted detailed information on who HFS is to ensure we could clarify what company we were in the event this complaint was meant for a different company. HFS has electronically signed documents that track IP address as well as time and date stamp that were signed by Mr. *****. Furthermore, we have documented evidence that those electronic documents were emailed to his email address. They fully disclose the terms of the relationship between HFS, applicant(s), and lenders while also clearly disclosing all of the terms of his loan prior to funding. HFS worked hard to assist this and every customer with funding their loan and we resent the implication and disparaging comments made by Mr. ***** regarding our organization on a public forum that can cause harm to HFS and its' ability to perform it's services. We request the complaint be removed and welcome Mr. ***** to contact so we may continue to assist in explaining the terms to him in order for him to gain an accurate understanding of those terms.

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service 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 been working with this company, specifically Richard S****, to obtain a pool loan. I have been given the runaround on multiple occasions. He continues to submit info prematurely causing my loan to be denied or pushed back even further. He does not communicate adequately about any of the steps. I've asked for information about a supervisor which was not given. This whole episode has been unreasonably stressful and his work incompetent. The process has been unnecessarily drawn out. I have provided every document requested when requested. He made the decision to submit documents before they were complete causing a denial. Then said it would be 1-2 weeks before it could be resubmitted with the completed paperwork. I asked him to reach out to the underwriting dept to discuss this and remedy his mistake and he has not.

  

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/18) */ Thank you for your feedback. From what we gather on your request, you have applied and attempted to get approved 6 times. Each time we have made every effort to get your loan approved, but for reasons we cannot publicly disclose, your loan has been rejected each time. It appears we are unable to assist in securing you the funding you have been seeking. We wish you the best of luck in securing your loan. Consumer Response /* (3000, 7, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not acceptable. They make it sound like it is me when they are the ones who have made promises and dropped the ball. It also has most definitely NOT been 6 times. This company is misleading and sketchy at best. I wish I had checked the BBB before even working with them.

• Initial Complaint

  Date:06/03/2022

  Type:Sales and Advertising 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.

  Very shady business. Called and spoke with Dan P*******. Told him I saw a 5.99% on the website and was trying to get that rate for a swimming pool. He said yes you can go on and reply to the link sent to your phone. Told me it was a soft pull and would be able to tell me my rate. I said 5.99 he never corrected me or said a different percentage. That was on Tuesday. I told him I was concerned about rates going up. He said get your contract and contact me back. Next day speaking to him he said rates were 6.47..I said what happened to the 5.99 rate.. he said the rate changed overnight. So yesterday I finally got the contract from the pool company and sent that to him today.Then he said today rates changed again to 8.24. That he got an email late at night with the changes. He then sends me to my email trying to help me sign quickly the form he sent me. He was rushing me so didnt read print on first page.My mistake. I signed but then stated I wanted to withdraw my application. He said ok but then quickly called. Saying he told me about 3%over fee I was like what? He never said a word, I asked many times about extra fees and rates. Spoke to Adam son's owner. He said another company ***** is trying to take all their business and make them look bad. Thankful to have ******. I smelled a rat with HSF and looking back at other reviews I'm not alone. Percentages did not change that fast and he said they didn't even need proof of income. For a 90000 loan? Really? HMMMMMM. We have excellent credit and even after speaking with Adam he just defended Dan repeatedly. Not one bad review on their website. Hmmm. HFS is a deceitful company. Do not use!!! Go with ****** instead. We got a really nice upfront rep preapproved with 4.99 and of course they need info on that size loan. Who wouldn't on a unsecured loan. Not enough room to type all the issues I had with HFS but almost exact issues as others on here that I read including disrespect. I trained employees for an airline. Bad CS HFS.

  

  Business Response

  Date: 06/21/2022

  Business Response /* (1000, 5, 2022/06/11) */ The complaint left by this person is that rates increased. This may vary well be true as until a loan is submitted with a hard credit check and approved, no loan is locked. This person submitted a loan inquiry and as they did not proceed, sadly rates increased as we are unable to control the rates and terms of participating loan programs offered through HFS's services. Additionally, all loan terms are fully and legally disclosed to all consumers inquiring about a loan. We wish this person the best of luck in their pursuit of financing and take the matters of customer service very seriously. Consumer Response /* (3000, 7, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The rates did not change like they said. And they didn't full disclose numerous times when asked about added fees or extras if going over the original amount. Dan got extremely rude with me and disconnected on me when I said to withdraw my offer with HFS. I had received better rates from **** financial. The manager called me and spoke down to me just like other complaints with them. Said that **** was trying to steal all their business. The rates changing were not the only issue I had with them. They have false advertising showing 5.99 which Dan said the website had not been updated.