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:09/30/2024

  Type:Product 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.

  Used credova for a purchase and planned on taking advantage of the 90 days interest free so I paid off the amount of my purchase was before 90 days only to find out that I was supposedly i day late so they will not honor me paying of my loan and now have to pay double the **** price for my item. This is ridiculous and they should be stopped from stealing from people

  Business Response

  Date: 10/03/2024

  Dear *****,
  Thank you for choosing Credova as your financing option. We have reviewed our records and have communicated with Monterey Financial, our third-party servicer.  Per the agreement signed on 5/14/2024, should the account become delinquent any time during the promotional period, we may cancel the promotion. It appears a non-sufficient funds fee was incurred for a payment submitted on 6/14/2024 that was never recovered, leading to Junes payment being late. This caused the delinquency on the account. Our records indicate Monterey made multiple attempts to contract you in June to assist in bringing the account up to date.
  As a one-time courtesy, we will honor your 90-Day Interest free promotion. As of today 10/3/2024, your account has been closed and you do not owe anything further. A Paid-in-Full letter will be sent to the email address we have on file. Again, we appreciate you choosing Credova as your financing option. Should you have any further questions regarding the account,please reach out to Monterey directly at **************.
  Sincerely,
  Credova Financial, LLC

• Initial Complaint

  Date:09/16/2024

  Type:Order 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.

  During my purchase I clicked the option for Credova Pre-qualify. It explained that purchases ***** and below can be paid via 4 pay option, and Lease option with 90 day same as cash. I chose the lease and during the time to view contract the page errors out saying: "Oops!We are unable to continue. Please restart the process from store page.I made multiple attempts to open the contract but each errored out. So I decide to continue knowing I saw the 90 day same as cash promoted on the site as well as Credova's FAQs. But when I called I was told there's no 90 day option and its too late to do anything as I already signed. They are forcing me to pay 75% if I go over 30 days which will be 2X the funds I used.****** EMAIL from support with same response *****From: Customer <*********************************************************************************>To: ******************** <***************************>Sent: Monday, September 16, 2024 at 11:06:13 AM EDT Subject: Re: ******* ******* #DC00264792 New reply for the ticket #DC00264792 Good morning,Unfortunately, you already signed the contract, and as per checking page 4, sec. 8. With this contract, you have a 30-day Satisfaction Guarantee Buyout (SGB) to avoid any additional fees on the contract. If you go past the 30 days, then you can still buyout early at any point. It would simply be one payment of 75% of your total remaining payments. Sorry, but 90 days is not being offered to you at this ********* regards,Credova Support

  Business Response

  Date: 09/25/2024

  Dear Braheen,
  We appreciate you choosing Creodva as your financing option.We are sorry to hear you were not satisfied with the offer presented to you. At the time your application was submitted, you were approved for a Closed-End Consumer Lease. As explained by our Credova representative, our Lease is not eligible for the three-month interest free offer. The terms of your financing were presented both during the application process, and on pages 2-3 of your contract, which was available to review prior to signing. Our application process requires a customer to scroll through our Truth in Leasing disclosures and check a box agreeing that you have read these terms in the agreement, the refund policy of the specific merchant, and the Credit Score Disclosures. You are unable to agree and sign the contract without the above actions being completed.
  Your contract does include a 30-Day Satisfaction Guarantee Buyout (SGB) option. This option allows you to pay the fair market value of the product within 30 days to satisfy your lease. Your SGB option was valid until 10/16/2024,however due to the timing of our response, we are willing to extend your SGB offer until 10/31/2024. Your contract also includes an Early Purchase Option (***). The *** is the sum of (i) past due payments, (ii) unpaid taxes and fees,and (iii) an amount equal to 75% of all remaining payments not yet due. If you would like to view your *** payoff amount or exercise your SGB, please login into your account at ************************************ and click on account information. You can also request your *** over the phone by calling our third-party servicer, Monterey Financial, directly at **************. Depending on your selected merchant, you may have the option to return the products. We advise reaching out to the merchant directly to inquire about their return policy. We abide by our merchants return policy and are able to process returns if a cancelation request is submitted by the merchant.
  You mention in your complaint possible confusion around advertisements for our Pay-in-4 and three-month interest free financing. Although your select merchant does advertise three-month interest free financing, we provide applicable disclosures that only select offers are eligible for three-month interest free financing and that not all offers are three-month interest free. Offers are dependent upon consumer credit profiles, merchant selection, state of residency and other determining factors within your application. The only offer selected and presented to you during checkout was the closed-end consumer lease.
  Again, we are sorry to hear you are not satisfied with your agreement. Should you have any further questions regarding your account, or the options presented above, please reach out to our customer support team that is available 6AM to 6PM PST, 7 days a week,reachable at ************.
   Sincerely,
  Credova Financial, LLC

  Customer Answer

  Date: 09/30/2024

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/11/2024

  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.

  fraudulent activity on my account? They said no. I said so why do you need to speak with me in order to process my payment of $180? Im so confused. They said oh yeah and by the way now youre no longer entitled to the 90 day agreement which would allow you to pay off the balance before the 90 days so yeah now youre going to have to pay all the interest because WE DECIDED TO NOT ACCEPT YOUR PAYMENTS, THEREFORE MAKIKG YOU LATE. I call my bank and ask them why they declined on August 15, 2024 only to find out they NEVER DECLINED. So now I have about 3 days left before the 90 days is up and I just made another payment of $187.30 today meaning all the payments Ive made are equal to $614.19 so now it should be PAID IN FULL.$63.19, $83.70, $280.00 and last but not least $187.30. Out of all 4 of those payments its kind of strange that only ONE was actually ran automatically as scheduled and its the exact same bank account and the exact same card. Its extremely weird how they say I got declined on August 15, 2024 which okay if that was at all possible whats the reason why they didnt accept my payment 3 days later of $180? Well I figured out why. Its because this place is running SCAMS on all of us. They purposely go out of their way to make it extremely difficult on us to make payments by a certain time because it clearly benefits them. Well Im not about to let them get over on me like that. I did what I was supposed to do I did my part as a customer. They need to do their part. If their automatic payment system is broken thats on them to iron out, not me. Like I said I did my part as a customer. They would have gotten a loyal RETURNING customer forever if theyd just not been shady like this so they end up losing in the long run more than they realize. I have screenshots that shows their math is all over the place. I have screenshots from chats with their agents saying nothing is wrong with my account.

  Business Response

  Date: 09/18/2024

  Dear ******,
  Thank you for choosing Credova as your financing option. Our records indicate you signed a Retail-Installment Sales agreement on 6/14/2024.  That agreement included a 90-Day Interest Free option, which was subject to the terms set forth in your agreement. We have communicated with Monterey Financial, our third-party service provider, and understand the interest-free offer was voided when the account became delinquent due to Augusts payment returning as insufficient funds. Monterey made multiple attempts to contact you to assist in bringing the account up to date but was unable to reach you until 9/3/2024 leading August's payment being marked as late.
  We appreciate your business and your attempts to pay off your account.  As a one-time courtesy, we will honor your interest free offer notwithstanding the above.  Accordingly, as of 9/13/2024 your account has been closed and you do not owe anything further. You should receive a paid-in-full letter within 10 business days. We hope this resolution is satisfactory to you. Should you have any further questions regarding your account, please reach out to ******** directly at **************.
  Sincerely,
  Credova Financial, LLC

• Initial Complaint

  Date:08/25/2024

  Type:Service or Repair 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 advertise 90 days same as cash. In less than 90 days they sell the contract to a different part of their company. Still 90 days. I was told I can continue to pay with the credova account so I didn't make the other account as it is the same company. I paid 2 separate times to finish contract. 1st was before 90 days was up. You can not continue to make payments on the credova site but you can still see all your payments there. This was a deception to me that cost me 900 dollars more. The deception was I was told on phone I can make the payments on the credova site and it went through and allowed me to make a extra payment but it never took the payment. 2 times. It is deception at its best. It literally allowed me to go through the extra payment process on credova side but never took the money making me go over the 90 days limit. Personally I would love to see a law suite over this. I am not going to pursue it I learned they lie. Flat out.

  Business Response

  Date: 08/30/2024

  Dear *****,
  Thank you for choosing Credova as your financing option. Our records indicate you signed a retail-installment sales contract on 5/20/2024 that included a 90 Day Interest Free offer. This offer allows you to pay the financed amount of $2,157.44 to satisfy your agreement. Credova nor Monterey have any record of a payment attempt being made within the portal or any communication with our representatives presenting the issue prior to the offer expiring. Given the time frame of your final payment, we have honored your 90 Day Interest Free offer as a resolution. Your refund amount of $676.11 will be processed on 9/6/2024. Your account has been closed and you do not owe anything further.
  We hope this resolution is satisfactory to you. Should you have any further questions regarding your account, please reach out to Monterey directly at **************.
  Sincerely,
  Credova Financial, LLC

  Customer Answer

  Date: 08/30/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/22/2024

  Type:Product 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 recently paid off my account with **********************. After it off I asked the customer service *** if I could apply for another account, and the *** said yes. I then proceeded to tell the *** that I have found another product I wish to purchase and told her how much I can get it for with my military discount. She then by all means to apply for it and I would able to get it! So as today (08/21/24) went to apply for the firearm and all I get is that Im only allowed to use $2500.00. Talk about BS!!!!!!!! I make **** good money from my VA pay and can totally make the monthly payments, but yet still unable to get the amount that I was told I could get. They are bunch of liars who ONLY care about your money they are receiving, and dont care about their customers! No wonder people dont trust this company anymore or no longer wish to deal with this company and their straight out lies!!!

  Business Response

  Date: 08/27/2024

  Dear *****,
  We appreciate you choosing Credova as your financing option.We reviewed your most recent approval on 8/21/2024 in which you were approved for $2,500.  Our records indicate you spoke with a representative to inquire about an increase in the approval amount,in which the representative confirmed we are unable to increase those amounts. Approval amounts depend on multiple factors such as underwriting criteria, creditworthiness,consumer state of residency and merchant selection.
  Your approval amount of $2,500 is good for 30 days should you wish to continue with your application. If you have any questions completing the application process, please contact our customer support team that is available 6AM to 6PM PST, 7 days a week, reachable at ************.
   Sincerely,
  Credova Financial, LLC

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22176927
  
  I am rejecting this response because:
  Ive seen peoples comments on their website stating they have gotten bigger amount than requested with worse credit and they were bragging about it. My income is tax free from the VA and Social Security but yet all they offer was $2500. Thats half of my VA income. I can EASILY pay the payments that needed to be made, but yet I was denied the amount I was asking for. How is it that other people can get higher amounts with crappy credit but yet my credit score is above 700 and I can only get $2500??? Thats totally BS. This credova company is a joke and they dont equally select their customers!
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/13/2024

  Type:Product 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 had a lease agreement through Credova, which is financed through ********* Financial. In July I called their customer service line and asked for clarification on when my last lease payment was due. They stated I paid it, however there was a a final buyout payment of $139. The customer service representative said that I would need to authorize it with them then and there, because the final buyout payment doesnt process via a monthly direct debit.I woke up this morning to see that I was double charged for the $139. Monterrey Financial gave false/misleading information. I called to have my money refunded and they said it will take until the end of the month [today being August 12, 2024]. This is not a reasonable nor acceptable timeframe to return my money (***** weeks). Especially money that they misleadingly/falsely charged. Sorry for the inconvenience is not acceptable. If I dont see a return within a week Im also filing a complaint with the consumer protection financial bureau.

  Business Response

  Date: 08/19/2024

  Dear ****,
  We reviewed your complaint dated 8/13/2024 notifying us that you were double charged and are requesting an expedited refund in the amount of $139.71. As a resolution, we promptly reached out to ******** Financial, our third-party service provider, to assist with the refund. Our records indicate the refund was processed on 8/15/2024 and the account has been closed. At this time, you do not owe anything further. We hope this resolution is satisfactory to you. Should you have any additional questions regarding your account, please reach out to our customer support team that is available 6AM to 6PM PST, 7 days a week, reachable at ************.
  Sincerely,
  Credova Financial, LLC

• Initial Complaint

  Date:07/11/2024

  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.

  I recently financed a dog not even a month ago on June 17,2024 at ******* the workers there spoke really fast and said a bunch of lies I have been told almost 4 different prices for this dog and i dont want him anymore due to this misleading information but im willing to pay half of the price he actually is because hes actually $2672.50 but i was told i owed 3558 or 4558 and im not paying 3558 when the dog is originally 2672 so i dont know what will happen but the unprofessional and misleading information is unacceptable and im not settling to pay 3558.

  Business Response

  Date: 07/19/2024

  Dear India,
  We appreciate you using Credova as your finance option.Credova seeks to abide by BBBs best practices pertaining to dispute resolution and try to address each concern in customer complaints. We acknowledge your experience and accept this as an opportunity to expand in detail on the amounts stated in your complaint, the terms of your agreement and options available to you.
  As provided on the receipt, the cost of the dog was $2,672.50. Four additional items totaling $530.97 were also included with your purchase, bringing the total for the items purchased to $3,293.48, before taxes. The total amount due to the retailer was $3,614.58, which included $321.10 of combined state, county, and city sales tax for *******, ********* at a rate of 9.75%.
  You applied for financing with Credova and were approved for financing with Credova in an amount of $3,500. Before agreeing to use Credova to finance your purchase, you were given specific terms and disclosures that are generated for you to ensure you have full and complete information about the costs of using Credova to finance any purchases. The terms of your financing are provided both during the application process, and on pages 2-3 of your contract, which is available to review prior to signing. Our application process requires a customer to review the Truth in Lending Disclosures and check a box agreeing that you have read these terms in the agreement, the refund policy of the specific merchant, and the credit score disclosures. Among other information, these disclosures accurately set forth your APR and the total amount you will pay in financing charges, should you make all payments as scheduled. You are unable to agree and sign your contract without the above actions being completed and reviewing the disclosures provided. Your contract was emailed on 6/17/2024 to the email address we have on file.
  Our records indicate that after receiving and reviewing your contract and disclosures, you decided to use Credova to finance $3,500 of your purchase, signed your agreement, paid the remaining $114.58 via debit card to the retailer, and received the items you purchased on June 16, 2024.
  Following your purchase, Credova understands that you spoke to Monterey Financial, our third-party servicer, on 7/11/2024. During that conversation with our servicer, you were quoted a payoff amount that was greater than the amount you financed. Due to daily accrual of interest, the representatives quoted payoff amount was accurate. As is set forth in your contract, you always have the option to pay off your contract early without any prepayment penalties. This option would help you to save on future interest that is accruing.
  In this instance, Credova only offered a method of financing your purchase, and the company fully and accurately disclosed to you the cost of that financing. We abide by our merchants return policy. Should you wish to dispute any items on your receipt, we ask that you please contact the merchant with whom the purchase was made. Should the merchant wish to accept a return or change the invoice amount, we would gladly help facilitate making those changes to your account.
  If you have any additional questions regarding your account,please reach out to our customer support team that is available 6AM to 6PM PST,7 days a week, reachable at ************.
   Sincerely,
   Credova Financial,LLC

• Initial Complaint

  Date:07/04/2024

  Type:Product 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.

  Unfair business practice. Misleading information

  Business Response

  Date: 07/12/2024

  Dear *******,
  Credova seeks to abide by BBBs best practices pertaining to dispute resolution and try to address each concern in customer complaints. Without more detailed information, we are attempting to address what we believe is your concern.
  Our records indicate you signed a contract with Credova on 7/3/2024. That same day, a return notification was submitted by the merchant due items being out of stock, and the contract was canceled. Prior to the return being submitted, it appears you attempted to apply for a new approval and Credova does not allow multiple contracts at once which led to a decline notification. That decision remains in effect for 30 days from the point at which you were last given a credit decision. Your last application was placed on 07/05, so you may reapply on 08/06 for a new credit decision.
  We appreciate your feedback as we are always looking for ways to improve our customer experience. Should you have any further questions,or if we did not address your concern, we kindly ask that you reach our customer support team that is available 6AM to 6PM PST, 7 days a week, reachable at ************.
  Sincerely,
  Credova Financial, LLC
  

• Initial Complaint

  Date:06/06/2024

  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.

  I applied fir credit, everything on.my creditvreport is 100% paid on time, I pay my bills.I was denied mostly because they do not like giving credit to disabled Veterans that get thier income from VA disability.They tried to say it was that they like my bank, I've been with my bank 15 plus years.

  Business Response

  Date: 06/12/2024

  Dear *****,
  We appreciate your interest in using Credova. Our records indicate your most recent application for credit was on 4/27/2024. That same day an adverse action notice and credit score disclosure was sent to the email address on file. At no point during the application process did we receive information regarding your financial institution. Unfortunately, your application was not approved due to not meeting our underwriting criteria. For more detailed information, please review your adverse action notice sent on 4/27/2024.
  Sincerely,
  Credova Financial, LLC
  

• Initial Complaint

  Date:06/04/2024

  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.

  They claim no early payoff penalty but they most definitely just word it in a different way. I financed $2,500 90 days ago, made $400 in payments. Called today to ask payoff and it is $3,600. After being upset about the situation and calming down (making sure not to take it out on the customer service rep), I explained I was misinformed. I offered to settle the balance for $3,000 which even that is ridiculous but I wanted to get rid of the debt to which I was told "We won't be able to do this." They continued to tell me about all the wonderful discounts they were giving me by offering me $3,600 as a payoff. Don't be misled. They will reword everything to make it seem like you're getting a great deal and do whatever they can to milk you for every dollar you have. Buyer beware.

  Business Response

  Date: 06/11/2024

  Dear *****,
  Thank you for choosing Credova as your financing option. Our records indicate you signed a product lease agreement on 3/6/2024. The terms of your financing are presented both during the application process, and on pages 2-3 of your contract, which is available to review prior to signing. Our application process requires a customer to scroll through our Truth in Leasing Disclosures and check a box agreeing that you have read these terms in the agreement, the refund policy of the specific merchant, and the Credit Score Disclosures. You are unable to agree and sign your contract without the above actions being completed. This happens prior to checkout and an order being placed. Credova follows all consumer laws and regulations. We aim to be transparent and educate our customers on their approval details prior to contract signing.
   Your contract did include a 30-Day Satisfaction Guarantee Buyout (SGB) option. This option allows you to pay the fair market value of the product within 30 days to satisfy your lease. Your SGB option expired on 4/5/2024. Your contract also includes an Early Purchase Option (***) that is still available to you. The *** is the sum of (i) past due payments, (ii) unpaid taxes and fees, and (iii) an amount equal to 75% of all remaining payments not yet due. There is no penalty for exercising your ***.  If you would like to view your *** payoff amount, please login into your account at www.montereyfinancial.com and click on account information. You can also request your *** over the phone by calling our third-party servicer, Monterey Financial, directly at **************.
   We are sorry to hear you are not satisfied with your agreement. Should you have any further questions, or we can assist you in any way, please reach out to our customer support team that is available 6AM to 6PM PST, 7 days a week, reachable at ************.
   Sincerely,
   Credova Financial, LLC