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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
FTL finance has reported to the credit bureau that I was more than 30 days late making a payment. This is completely wrong. I have never missed a payment and all of them have been payed on time. This is a very serious hit to my credit score and could keep me from obtaining things I need my credit to qualify for.
Business response
07/09/2024
Dear *****************************,
FTL Finance has received your BBB complaint. We apologize for the inconvenience this error has caused you and thank you for bringing this matter to our attention.Upon investigating your account, we confirmed an error in reporting the payment status for your April 1st, 2024, bill. This has been promptly corrected and updated to accurately reflect your timely payment for that bill.
We are committed to accurate reporting to our credit agencies and are actively working with TransUnion to address any issues that *** result in erroneous reports. We understand the importance of precise credit reporting and sincerely apologize for any confusion or inconvenience caused.
Best Regards,
FTL Finance
***************************************************************************************************************Initial Complaint
05/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
They authorized a finance agreement between myself and a plumbing company for $15k without a signature from me or even talking to me. Through emails they acknowledged they messed up but wont void the agreement because they paid the money out already. They also shared all my private information with they believe to be my wife, and even admitted to that. All Im looking for is this to be removed from my credit. I know I cant take this to court and win in a second. They are crooks.. Im currently disputing this with the credit agency and we will see how this goes.Business response
05/07/2024
*****************************
*************
************, IN.46234
RE: BBB Complaint / FTL Finance Account *******
*****************************,
FTL Finance is in receipt of a BBB complaint regarding account #*******.
Our records show that on December 18th, 2023, we received a financing application initiated by your Contractor, FALL CREEK PLUMBING, and sent directly to *******************************,which you have identified as your wife, at her request. The application,totaling $15,000.00, was submitted for the replacement of a collapsed sewer line. Confirmation from your contractor verifies that the work was successfully completed at ******************************************************************
Before approving the loan, we conducted identity verification through Trustev,employing credit-based security questions alongside personal information such as address, phone number, and email. Upon successful completion, we send notification of loan approval to the email address and the phone number used during the application process. Funds were disbursed to your contractor on 12/29/2023, following confirmation of work completion via the completion certificate.
Your email dated January 30th, 2024, requesting account closure outlined the responsibility of your utility company for the sewer line issue and their commitment to cover the related costs. In response, we contacted your contractor FALL CREEK PLUMBING, who recommended for us to advise you on pursuing resolution through your utility and insurance providers. This course of action would facilitate reimbursement, allowing repayment to FTL Finance.Given the urgency of the situation and the necessity of the work at your home,financing through FTL Finance was provided by your contractor as an expedient option.
Initial payment of $2,500.00, received on 02/09/2024 (check #****), was acknowledged upon your inquiry via email on 2/12/2024. Until then, there had been no indication of loan inaccuracy.
Regarding the loan signature issue, our records indicate successful and accurate completion of loan documents, notwithstanding an edit made to the Borrowers name field,where your wifes name, *******************************, was entered. Legal counsel is reviewing this matter, and we will update you accordingly.
We appreciate your patience and understanding in this matter.Best Regards,
FTL Finance
**************************************************
*****************************Customer response
05/08/2024
Complaint: 21650519
I am rejecting this response because:They cant produce paperwork stating that I signed for funding. If they can attach legal documentation with my signature on it, then I will be satisfied with their response. They cant and will not because it doesnt exist.
Sincerely,
*****************************Business response
05/13/2024
*****************************
*************
************,**. 46234
RE: BBB Complaint / FTL Finance Account ******* Complaint #********
*****************************,
FTL Finance is in receipt of a BBB complaint response rejection regarding account #*******.
Enclosed is a copy of the contract signed and dated December 29, 2023, which was facilitated through DocuSign to the email address provided at the time of application by your wife.
Our records confirm that the loan was initiated using your information by your wife, and both documentation and recorded calls demonstrate your approval of this transaction. As per your Contractor, FALL CREEK PLUMBING, and the documentation they provided, the work carried out, at your home address: *************************************, was requested jointly by you and your wife, and completed to your mutual benefit. These services were financed through the loan funds provided by FTL Finance.
Best Regards,
FTL Finance
***************************
*****************************Customer response
05/14/2024
Complaint: 21650519
I am rejecting this response because:
That isnt my signature. That page clearly say *******************************, so ******************************* signed. So if the contract says ******************************* on it, and has ******************************* signature on it, why do you think this is permissible in court? You obtained my social security number online, you ran the application with my social but ******************************* information on it. You all dont know when to stop do you? Instead of fighting with fall creek to get the money back from them, you proceed to provide more fuel for a court case. This is clearly fraud on FTL end. A police report is being filed next. You clearly want me to have a big payday, so who am I to keep refusing. I wont be responding anymore. Unless you provide valid papers, Im going to keep rejecting your response. See yall in court!
Sincerely,
*****************************Initial Complaint
02/07/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
FTL finance makes it impossibly hard to find out how much you owe, they do this so they can start ramping up those interest fees.i have 4 months remaining to pay my loan off interest free, i have paid 10 dollars over the amount borrowed, but i can not tell how much the remaining balance is due to whatever cooked up fees theyve tossed on there. and theyre banking on me never knowing, or over paying to avoid interest fees.Business response
02/16/2024
We appreciate you bringing your concerns to our attention via the Better Business Bureau. We strive to provide transparent and efficient service to all our customers, and we regret to hear about the challenges you've encountered in determining your remaining balance with FTL Finance.
Regarding your concern about the difficulty in determining your remaining balance, we understand the frustration this may cause. By law, we are required to show any possible interest accrual on your loan balance, but your account had an active 12 months same as cash. We apologize for any inconvenience you have experienced. Rest assured, we are committed to resolving this matter promptly and ensuring that you have access to accurate information regarding your loan.
Upon reviewing your account, we found that you had reached out to our customer service team on 02/08/2024. Our records indicate that you have paid your account in full and that a $10.00 refund will be issued to you within 30 days.
If you have any other questions or concerns, please do not hesitate to contact our office directly at ************.Initial Complaint
12/02/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
On 11/17/22 I signed contract (number *******) to purchase a furnace from FTL for one of my rental properties in VA for 5,625.00 with no interest if paid off within 12 months. Please note that on the contract it has "12 MONTHS SAME AS CASH. MUST SELECT 60 MONTH TERM OR GREATER," I called them before I signed and was told to check the box "REGULAR FINANCING." I was also told by A-1 American Service in Virginia who referred me to FTL and who installed the furnace, that there's no interest if paid off in 12 months. I paid off the agreed price of 5,635.00 within 12 months and now they FTL charged me interest of 966.10 which I paid today ( l didn't want them to mess up my credit). FTL should refund me 966.10Business response
12/15/2023
RE: BBB Complaint ******** / FTL Finance Account *******
****** **********,
We sincerely acknowledge the BBB complaint you filed with FTL Finance regarding interest charges, and we extend our heartfelt apologies for any confusion that may have transpired concerning your FTL Finance account.
Our paramount objective is to provide transparent financing solutions coupled with unparalleled customer service. We recognize the importance of clarity in all our transactions and strive to uphold the highest standards.
When contractors enroll to offer financing through FTL Finance, they have the flexibility to choose from a variety of financing programs, some of which are offered free of charge to the contractor, while others incur a fee.
Our records indicate that your loan, with regular financing terms, was duly booked on 11/23/2022, as per the loan documents you signed. It is noteworthy that A-1 American Services, Inc, the contractor you engaged for the installation, does not offer a same-as-cash program through FTL Finance.
We recommend reaching out to A-1 American Services, Inc for any differing information they may have provided.
Should you require further clarification or assistance, please feel free to contact us at ************. We are committed to addressing any concerns you may have and ensuring that your experience with FTL Finance re****s positive.
Best Regards,
FTL Finance
*** ** **** ****** ***. ***
***** *******, ** *****Initial Complaint
11/30/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I had an HVAC/Furnace replaced on 3/4/23. I applied for a loan of $5700.00 and was accepted by FTL Finance. I asked my contractor, who installed the units, to check with the finance company for any fees if I paid off the loan early. They said no. I called FTL today 6/22/21 to pay off my loan. The customer service person was pleasant and asked me for my account info. He said the balance owed was $1,260.83. I asked why the charge of $99? He explained that there was a processing fee of $99. BEWARE OF THE HIDDEN PROCESSING FEE OF $99. The contractor was made aware of this and may look elsewhere for a new finance company to use for their customers. I see the reflected payoff balance but I was never told of any administrative fees from my contractor. It is not listed in my contract anywhere as well. What is the process to get this removed? No where in the contract does this state anything about a $99 fee specifically.Business response
12/15/2023
******* *********,
I hope this message finds you well. We at FTL Finance have received your BBB complaint regarding fees, and we sincerely apologize for any confusion that may have arisen regarding your FTL Finance account.
Our primary goal is to offer straightforward financing solutions and unparalleled customer service. We understand the importance of transparency, and we strive to provide clarity in all aspects of our transaction**
In reference to the fee in question, we would like to direct your attention to the second page of your contract, specifically in the comprehensive Terms and Conditions under the Taxes and Fees section. It is our commitment to ensure that all relevant information is readily available to our valued customer**
Our records indicate that this information was communicated to you, and we are pleased to note that a resolution was successfully reached during your correspondence with our customer service team on 12/1/2023.
Should you require any further clarification or assistance, please do not hesitate to reach out to us at ************. We are dedicated to addressing any concerns you may have and ensuring your experience with FTL Finance re****s positive.
Best Regards,
FTL Finance
*** ** **** ****** ***. ***
***** *******, ** *****Initial Complaint
11/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In April of 2020 I took a loan with ftl. I was in the process of getting a ***** loan because i knew my unit was old. It died before my ***** paper work was finished.. I asked the tech and ftl can I pay it off in full as soon as I get the home loan. Both said yes. I get the financing through ftl and a week later my ***** is done. I have the bank ORNL write the check directly to ftl for the full amount. I mailed full amount with their bill and I never got another piece of mail, call, email from them. Never thought about it again. Almost three years later I get a bill that I owe them over $300. Then I get an email. I explained to ***** that I paid my full account balance years ago and I have never received another bill. She said it's Interest . I told her I paid it in full and there was a mistake. And if that I there was any remaining balance why wasn't I notified. Why would they not send me even one bill in almost 3 years??? Since it has been nothing but calls to me. To my family, threatening to reposses my equipment that I paid in full for. It has been unreal.Business response
12/05/2023
12/5/2023
RE: BBB Complaint ******** / FTL Finance Account *******
****** *****,
We acknowledge the recent BBB complaint received concerning your FTL Finance account, and we sincerely apologize for any confusion it may have caused. At FTL Finance, our commitment is to deliver seamless financing solutions along with exceptional customer service, and we value your satisfaction.
Allow us to provide you with a comprehensive overview of your account status for clarity.
According to our records, we initiated your $5,300.00 loan on 4/6/2020, with standard financing terms. Interest commenced on the same date. While a payment of $5,300.00 was received on 5/3/2020, it unfortunately did not settle the account entirely, leaving a remaining balance of $78.18 (excluding any applicable fees). As the account was not fully paid, interest continued to accrue as per the predetermined amortization schedule.
We genuinely desire to address this situation amicably and are prepared to discuss a potential settlement agreement. For further assistance or to explore resolution options, please reach out to us at your earliest convenience by calling ************.
Thank you for your understanding, and we look forward to the opportunity to resolve this matter together.
Best Regards,
FTL Finance
*** *. **** ****** **** ***
Saint Charles, MO 63301Initial Complaint
11/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They keep deleting my online account with them. This is happened at least 2 times now maybe 3 at this point. Really not professional. And it isn't very easy to get ahold of them ont he phone to correct this.Business response
11/07/2023
FTL Finance is in receipt of your BBB complaint. We apologize for any confusion surrounding your FTL Finance account and login. Our intention is to provide easy, simple financing and excellent customer service.
We initiated an investigation into your concerns; however, our records do not indicate that your online account has been deleted on our end, and we have not found any issues with our system that could have caused this. User activity on our website shows you have been able to log in on different occasions, the last one recorded as of 9/29/2023. If you continue to experience issues with our website, please reach out to our customer service department by phone or email at ************ / [email protected] office hours are Monday through Friday 8:00 am to 5:00 pm CST.
We have included for your records a copy of your FTL Finance account history. Your satisfaction is of the utmost importance to us, and we appreciate your feedback. If you have any questions, please do not hesitate to reach out to **.
Best Regards,
FTL Finance
***************************************************************************Customer response
11/07/2023
Complaint: 20830277
I am rejecting this response because:
When I try to log into my account on your website I get told unable to authiticate user.
Sincerely,
***********************Customer response
11/08/2023
Picture taken from their website showing my account cannot be found.Customer response
11/08/2023
Case has been resolved. I was able to make a payment without a late fee.Initial Complaint
08/18/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
****** plumbing got in contact with FTL finance company by using there phone to take out a loan. I didnt get a written contract with this company ****** Plumbing or FTL FInance. ****** plumber ***************** ask my fiance for her phone and he proceeded to complete the form by asking her to put in my social security number. I didnt approve of any of this. She thought they was financing for $7,000.00 which they didnt he did it for $15,000.00 after calling someone from there office. I had my fiance to immediately cancel the loan cause I didnt agree with it or approve it. The loan was canceled on July 30. I told the loan company I didnt need their money cause I had file a claim with my insurance company. ****** from ****** plumbing came to my house and said that if they lose that money that they would lose there jobs. Plus he threatened me claiming that he would file fraud charges on me if I did reinstate that loan. And repossess everything that they put into my bathroom , that I never pick out or approve. They put what they wanted into the bathroom without any say so from me. Who is the home owner. So I told my fiance ***************************** to call her lawyer. His whole tone changed. Stating that he will fix everything. He didnt have any tools. I still didnt understand how could I be charged with fraud when ****** plumbing and FTL Finance are the one doing fraud. Even though I cancel the loan. The manager ****** took upon himself to reinstate the loan and he said the job was complete. I never got a contract from the loan company or ****** plumbing and I never sign anything from either one of them. Now FTL is looking for me to pay for a loan that I cancel. They should have call me and ask me did I reinstate that fake loan or sign a work completion order. No they did not. I call them again and told them that I didnt sign anything or approve anything. Im beginning to think they is in cahoots with this plumbing company. My bathroom is incomplete and my signature was forgeBusiness response
09/08/2023
*********************************,
FTL Finance is in receipt of a BBB complaint regarding inaccurate credit reporting. We apologize for any confusion surrounding your FTL Finance account. Our intention is to provide easy, simple financing and excellent customer service. Below is a detailed explanation of your account status.
Thank you for bringing this situation to our attention. After reviewing the evidence submitted, we have closed your account with **********************. An update has been sent to the credit bureaus to delete the reporting. Please allow ***** days for this to reflect on your end.
If you need any further assistance, please contact ** at ************.
Best Regards,
FTL Finance
***************************************************************************Customer response
09/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
06/30/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I just made a payment and FTL has been harassing me as well as my mother making it seem like I'm not making payments. This company is horrible. They have cause my credit score to decrease severlyBusiness response
07/12/2022
FTL Finance is in receipt of a BBB complaint regarding inaccurate credit reporting. We apologize for any confusion surrounding your FTL Finance account. Our intention is to provide easy, simple financing and excellent customer service. Below is a detailed explanation of your account status.
Our records show the account is currently 60 days past due for the total amount of $413.00. This includes the past due bills of May and June 2022 including $156.80 in late fees. Your due date is the 13th of each month for $165.60 and we do offer a 10 day grace period before any late fees are assessed. Thank you for your recent payment on 7/1/2022 in the amount $50.00. Unfortunately, that payment did not bring your account current. We are more than willing to work with you and set up payment arrangements. Please contact us at ###-###-#### for further assistance.Initial Complaint
06/05/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On two instances FTL has reported my account past due 30 days. The first time occurred back in 10/2021; I did obtain a resolution. Today I have just been notified of another 30 day past due hit to my credit. Based on my payment history I pay MORE than my minimum payment monthly and have never been 30 days late. I just don't understand how this occurs. Each month my amount due is less than the minimum payment required and yet I remit the amount of $150 which is greater. One late payment is a huge hit to a credit score and my credit history shows I pay my bills on time. ACCT #*******. I am uploading a spreadsheet I made but I no longer can go back to online invoices and see the running totals and etc as their platform has changed. I also have showed a screenshot which confirms my payment dates.Business response
06/09/2022
FTL Finance is in receipt of a BBB complaint regarding inaccurate credit reporting. Please accept our most sincere apology for this error. We were just recently made aware of an error in our last credit file that was sent to **********. We are working on a solution for this and are hoping to have it corrected within the next 15-30 days.
We appreciate your patience and understanding while we resolve this matter.
Best Regards,
*** ******* *** ** **** ****** **** *** ***** ******** ** *****
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Customer Complaints Summary
13 total complaints in the last 3 years.
9 complaints closed in the last 12 months.