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:07/16/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  have charged me an additional 150$ a month since May for ins when my policy has never lapsed! 4 months that's 600$ that is owed me. also I need someone other than april handling my acct. I don't like her threats. she's rude demanding and obnoxious! thankyou

  Business Response

  Date: 07/22/2024

  **********************, I understand your concern with this matter. I have reviewed your account and it seems that you have only paid one premium with Barnhall. We were able to get your insurance verified and that premium is being applied back to your account as part of your regular payment. If you receive any future mail from *********, please give us a call so we can get this taken care of quickly for you in the future. If you have any other questions, please give ***** or ******* a call at ************ and we can assist you further. Thank you.

  Customer Answer

  Date: 07/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  Date:01/11/2024

  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.

  Will not help you

  Business Response

  Date: 01/12/2024

  Valued Customer, thank you for reaching out. We understand that life happens and situations arise that are out of our control. Please reach out anytime and ask to speak with the manager at ************. I would like to better understand your situation and we can try to come up with a solution that meets your needs and falls into Barnhall Finanials guidelines. I look forward to speaking with you soon.

• Initial Complaint

  Date:12/01/2023

  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.

  Well my 18 year old son was sold a car that was financed through ******** and as I explained to them as well as him when he was getting the car that he only gets paid every two weeks and he is a full time high school student that only works weekends and they expect him to pay a $683 car payment when it was already too high $495 I can't help pay his payment all the time because I have my own bills and they are so rude and not understanding at all especially the worker over his case try and threaten wit repo and all when he pays the payment of course it's late because as I stated he gets paid every two weeks so of course he can't have it paid by the 4th of the month but it does get paid but last month has a lot going on and we have to get an alternator put on his car and we had to use some of the car money to get that fixed that's why it's late now

  Business Response

  Date: 12/05/2023

  I am currently unable to locate any account with the aforementioned names associated with this complaint. With that being said, I can only communicate with the individual or individuals who signed the retail installment contract at the purchasing dealership. However, I can confirm that Barnhall Financial Services is strictly an ******************** that finances vehicles for 16 different dealerships in six different states. We do not negotiate payment terms and/or schedules with the dealerships management. If you would like to discuss this matter further,maybe I could help you out by getting you in touch with the individual(s) at the dealership where you purchased your vehicle.  
  
  Please give me a call at the following number:
  ************.
  
  Regards,
  
  **** ***************************
  COO

• Initial Complaint

  Date:08/18/2023

  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.

  I purchased vechile in Feb of 2023 a month later my daughter became sick which caused us to be in the hospital for at least a month so I started being late on payments. I told them what was going on an the took my late payments so after my daughter was well for me to go back to work of course I got behind so every since match I have been late bc I’m a single mother of two I have mortgage also. They started saying I couldn’t pay late past a certain time period mind you I never refused to pay it was I always needed more time than the 10th of the month. If I miss a call they are calling references like I am 2 months behind the most I am being behind d is maybe 20 days. They are not being understanding wen I tell them I can’t have it by the 10th I do pay before the month is out. I told them I have a free check at the end of the month but they do not care at all I really hate getting with this company

  Business Response

  Date: 09/01/2023

  Dear ******* ******,

  
  Thank you for reaching out to us at Barnhall Financial Services to express your concerns. I sincerely apologize for any stress or inconvenience you have experienced. We genuinely hope that your daughter is feeling better and appreciate the challenges that life events, such as these, can pose to our valued customers.

  
  We recognize that circumstances can change, and unforeseen events can influence our ability to meet certain obligations. However, as a subprime auto finance company, we must adhere to certain policies to ensure the overall health and sustainability of our business. The contract that you've signed outlines specific terms, including payment schedules and late fee structures. This helps ensure that our customers understand the terms and consequences of late payments.

  
  For instance, with an example of $10 per diem on a high interest loan, 20 days of delay would accrue an additional $200 in interest. This accrued interest doesn't go towards the principal amount of your car loan but rather serves as a charge for the delay in payment. It's crucial to understand this aspect to make the most informed financial decisions.

  
  That being said, we genuinely understand that life happens, and while an agreement is legally binding, empathy and understanding are also essential in these situations. I encourage you to reach out to ******* **** or myself, so we can discuss potential solutions or arrangements that could assist you during this difficult period. We are always looking for ways to serve our customers better.

  
  If you feel that our services no longer suit your needs, we understand. Exploring other options might provide you with a financial solution better tailored to your current situation. Local banks, credit unions, or finance companies like Tower Loans might offer alternatives.

  
  Please rest assured that your feedback is valuable to us and helps us refine our services. We aim for a balance between maintaining our business model's integrity and understanding our customers' unique needs.

  
  Thank you for your understanding, and please don't hesitate to get in touch if you have further concerns or if there's any other way we can assist you.

  
  Warm Regards,

  
  **** ****** *******
  COO
  Barnhall Financial Services, Inc. 
  

  
  

  Customer Answer

  Date: 09/04/2023

   

   Complaint: ********

  I am rejecting this response because: I have told them several times the end of the month is wen I have a free check your agent told me that since I got a new job and making more I should be on track to making my payments on time how can someone tell me that after all I have been through. I would like to see if I can get payment at end of month instead of the 10th that would help me out a lot until I am back on track 

  Regards,

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

  Business Response

  Date: 09/12/2023

  Dear ******* ******,
  
  Thank you for reaching out. We value our customers and their feedback.
  
  Regarding your payment request, while the contract terms are binding and we cannot change the due date, we can offer a one-time deferment. This would place your next due payment at the end of your contract, effectively extending the maturity date by one month. This option may allow you some flexibility to make payments closer to your preferred timeline.
  
  Please contact our finance team if you wish to proceed with this option or need further clarification.
  
  Best regards,
  
  ****** *******
  COO
  Barnhall Financial Services, Inc. 
  662-********

   

   

  Complaint: ********
  I am rejecting this response because: I have told them several times the end of the month is wen I have a free check your agent told me that since I got a new job and making more I should be on track to making my payments on time how can someone tell me that after all I have been through. I would like to see if I can get payment at end of month instead of the 10th that would help me out a lot until I am back on track 
  Regards,
  ******* ******

• Initial Complaint

  Date:01/06/2023

  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.

  Weve been with this company for the last year & a 1/2. During this time, many have been very rude & not understanding. They send threatening text messages the day after a payment is due such as," If you dont contact this office within 1 hour" which to me comes off as a threat & very rude & they will do it daily & sometimes more than once per day. They will call your phone so much, but after receiving those types of rude text messages, why would anyone want to call them back. I was in the hospital on a ventilator in March due to my Heart failure & it is only pumping at 20%, I had a stroke the end of September which my Physician has claimed me to now be disabled. They threaten you about insurance documents when you've had full coverage the entire time, All it takes is a phone call to the insurance company. My husband has a small business that has been going under due to inflation costs & products on an uprise of 40% plus causing many people to not afford our business. Weve had to have family members to help us keep the lights, water & power on and things have been hard. Things have been so bad that my husband has been working in Georgia before the holidays & he hasnt been able to be with us. He is waiting on a check which we have been expecting & it was going to catch us up on our truck note. When we bought the truck, we were informed they put a kill switch on it if payments got behind. We are only 35 days behind. We missed December 2nds payment and our January Payment 4 days ago. When my husband gets back he cant restart his business without the truck. He was supposed to be paid for the work he has done there already for several apartment complexes which would've taken care of whats owed. Now, I dont know which way to turn or what to do. Like I said, who wants to talk to folks whom are rude. They repoed the truck tonight and its going to cost us more. We have NEVER struggled like this in our lives. This was supposed to be a better new year but instead tossed.

  Business Response

  Date: 01/06/2023

  ******* *****,

  First and foremost, I am sorry to hear about your unfortunate circumstances. After reviewing the account, it does appear that we have offered you two extensions or (skip a payments) in 2022. Our goal is never to repossess a vehicle, as the customer loses, and we lose. Our average loss on a repossessed vehicle after being sold at an auction is roughly $8,000.00. So, 20 repossessed autos a month will cost the company $160K per month in charge off expenses. Also, In regards to disabling the vehicle via a starter interrupt feature, Barnhall Financial does not have this feature installed on any vehicles that it finances. Barnhall Financial Services' GPS units have a locate only function. 

  With that being said, I would like to be able to work with you in order to get you back into your truck. 

  If you would, please contact ******* **** our Collection Manager or myself to discuss potential arrangements that will hopefully put you back into your vehicle. 

  Office: 662-********

  Sincerely, 

  **** ****** ******* COO

• Initial Complaint

  Date:12/12/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  THEY ARE SO RUDE I HAVE NEVER IN MY LIFE DEALT WITH ANYTHING LIKE THIS IN MY LIFE I PURCHASED A CAR IN OCTOBER PAID MONEY DOWN AND WAS TOLD TO WAIT ON THEM TO SEND ME PAPERWORK IN MAIL IN REGARDS OF MY ACCOUNT NUMBER AND SO ON AND DIDNT RECEIVE ANYTHING IN REGARDS OF HOW AND WHERE TO MAKE MY PAYMENT MY CAR GOT REPOED FOR BEING 10 DAYS LATE ON MY CAR NOTE BUT I WAS TOLD MY CAR PAYMENT WASNT DUE UNTIL 45 DAYS AFTER ME GETTING THE CAR AND STILL HAVENT RECEIVED ANYTHING I HAD TO GOOGLE THEY NUMBER JUST TO FIND THEM I WAS TOLD I HAD TO PAY MY WHOLE CAR OFF BECAUSE I MISSED MY FIRST PAYMENT NONE OF THAT MAKES SENSE IN NO WAY SHAPE OR FORM ME PAYING MY CAR NOTE WAS NEVER A ISSUE THE PPL THAT ANSWER THE PHONE ARE RUDE AS HECK NO ONE TRIED TO HELP ME I WAISTED MY HARD EARN MONEY ON A DOWN PAYMENT I CANT GET BACK BASED OFF LIES THEY STATED THEY HAVING BEEN CALLING ME I HAVENT RECEIVED ONE CALL FROM THEM I BEEN CALLING A WEEK I CALLED THE PLACE WHERE I GOT CAR FROM AND THEY STATED THAT A MATTHEW WOULD GIVE ME A CALL BACK NEVER RECEIVED

  Business Response

  Date: 12/12/2022

  Ms ******,

   

  Please contact me at 662-******** as I am unaware of this particular situation. It sounds to me like the dealership in which you purchased your vehicle from did not cover all of the details of your account with you at the time of the loan closing. If this is the case, then I need to reach out to the dealership's General Manager to make sure they are explaining all TILA required information to every customer they finance during the loan closing. Barnhall Financial Services is a separate business from the dealership where you purchased your car. We do financing for 16 of the Barnes Crossing Auto Group dealerships, but we are a completely separate company.

   

  Barnhall sends out payment booklets as a courtesy. We also make welcome calls to our customers confirming that the customer understands when their due date is and exactly what their payment amount is.  

   

  After a quick review of your account, it does appear that we tried to reach out to you on multiple different occasions in regards to your payment. We also tried contacting your references as a last resort. 

   

  In regards to putting you back in your car, I am sure if you agreed to pay your account contractually current, provide proof of insurance, and covered any recovery fees associated with the recovery of the vehicle, then I see no reason why we could not put you back in your car. 

   

  Again, I would really like to talk to you to better get an understanding of the entire situation, and to help you rectify the problem at hand. 

   

  Sincerely, 

   

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

  COO

  Barnhall Financial Services, Inc. 

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

  Customer Answer

  Date: 12/12/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  Date:11/28/2022

  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.

  On November 20th/21st, my car was towed around 10pm. I waited until the next morning to see why it was towed & an employee told me it was because my car note was 40 days behind. That was in fact untrue & once she begin calculating my balance, she said she would call me back in 1 hour after she called her boss. That hr turned into 5 minutes. She called back saying they added an extra monthly charge to my balance that I was unaware of & was not notified of & also a $150 towing fee. I was blocked from paying my balance on their website for some reason, and was told I had to pay it over the phone. I told them that was hard on me because if I have nothing else I have wifi and my laptop. And they only leave me with one option that I cannot work around which causes my car to be towed. My phone is broken. So paying online is easier fr me. Esp if my car is towed! I was told they did not have to go back and forth with me about anything. & they could add anything they wanted to add because thats in my contract. I politely let them be rude & went ahead with scheduling a pickup date for my car. Well once I tried to do that they refused to give me my car now for a new reason. Now they are saying that my tracker came out & I cannot get my car until my tracker is fixed. How can I do anything at all without a car that was towed for no reason or for sure not the reason they initially said. So because I was now informed that I cannot get my car for a whole new reason, I said well I can atleast pay this outstanding balance that they gave me. I tried to do so online & was still blocked with a new minimum balance!! So basically they only gave me one way to pay, took it away, then take my car adding extra unknown fees & a towing fee. I have missed holidays, doctors appointments & my children are missing school. I never asked for anything but fairness & I was talked to ugly, & overhead racial comments. No nothing but rudeness. I am so sad & tired. This is way deeper than 2000 characters.

  Business Response

  Date: 12/08/2022

  Ms. ********,

   

  Please give ma a call to discuss these additional fees that were supposedly added to your account in further detail.

   

  Also, I would like to hear more about these racial slur accusations you speak of. We have many minorities that work for our company, and they nor I would tolerate such behavior. 

   

  Again, please contact me as soon as possible at ************ *** ****. I will be in the office tomorrow 12/8/2022 from 10AM - 4PM CDT. 

   

  Regards,

   

  **** ****** Johnson COO

• Initial Complaint

  Date:10/15/2022

  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.

  Tried paying my car Note with my credit card and was told that they didn't expect credit cards from black low income people.i was very offended by the remarks and I didn't like it at all

  Business Response

  Date: 10/18/2022

  We do accept credit and debit card payments. You can pay online or call our office at 662-842-2543. I would say roughly 90% of our payments are made with debit and/or credit cards.

   

  Will you please contact me at 662-842-2543 ext. **** to discuss the exact nature of this complaint? We take such accusations such as the one made here quite seriously. 

   

  Sincerely, 

   

  **** ****** Johnson COO