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:05/28/2024

  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 received a debt collection letter from ********************************** for collecting a debt incurred with Credova Financial, LLC. I do not know who or what this company is. I have never heard of this company and do not have any debt with this company . This is not my debt.

  Business Response

  Date: 06/04/2024

  Dear *****,
  We received your complaint about a debt not owed. Our records indicate you opened an account with ********************** on 8/15/2021. During the application process, we requested a picture of your ID and a voided check, which you were able to provide. Additionally, the purchased items required ID verification for pick up. The account history shows five payments were made on the account, with the last payment processing on 2/15/2022. Unfortunately, due to delinquency, your account is now with ********************* & Associates, a debt collection agency. We advise reaching out to the company that holds your account for more information. ********************* &Associates can be reached at **************.
  Sincerely,
  Credova Financial, LLC

• Initial Complaint

  Date:05/17/2024

  Type:Delivery 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 attempted to place an order on MidwayUSAs website using CREDOVA pay for the item. I went through the application and was approved however I received an error message when submitting the order. Midway shows no order placed but somehow Credova says I have a contract online but over the phone they said they dont see anything. I contacted Credova and here is all I can fit in from our talk.Chat transcript Name: ************************* E-mail: *********************** avatarMayFri, 17 May 2024 09:44:35 CDT Hello. How may I help you?****** Leland09:45 Application ********** had an error and the order was never placed with MidwayUSA. I then used my own debit card and paid for it. Please cancel my contract avatarMay09:46 Hello! ?? Let me find that out for you.avatarMay09:47 What you will need to do is contact the retailer have them cancel the contract. Once they cancel the contract they will send that information over to us and we will get it cancelled in our system.****** Leland09:48 My name is ************************* my account number is ********** my email address is ***********************. Application ********** had an error and the order was never placed with MidwayUSA. I then used my own debit card and paid for it. Please cancel my contract ****** Leland09:49 There is no order placed with MidwayUSA on the order history tab. Ive already contacted them avatarMay09:50 No worries about it, your retailer can definitely cancel out the contract for you, once the request is made you would not pay for anything avatarMay09:50 all you have to do for now is contact your retailer to have them cancel out your contract on their end ****** Leland09:51 The retailer order they already informed me there were a no contract on their end. Im not sure how many other ways I can explain that avatarMay09:52 As per checking on our end there is a contract, can you please tell your retailer to contact us we will help them cancel out your contract ****** Leland09:54 This is the main reason why I will be contacting the BBB. Im informing you *** already contacted them and they said its no order placed nor is a a contract because the error I received prevented that. Thats why you cant see the item details because the order was never placed avatarMay09:57 I'm so sorry about that, can you please send a screenshot to ******************************* of your conversation with the retailer so that we will be the one to contact them please ****** Leland09:57 It was a telephone call maam I cant screenshot that avatarMay09:58 Alright! Can you have them contact us please ****** Leland09:58 so you want me to call them and tell them to call you. Just wonderful customer service.****** *********** ive expressed that I want an order cancelled. Contacted the retailer to cancel and they say its nothing they can see. Now you tell me to have them call you. Nothing will ever ship because no order was placed so youll be charging me for merchandise Ill never receive. Please cancel my order and contract avatarMay10:02 I apologize, I will have our supervisor give them a call avatarMay10:03 one moment please ****** Leland10:03 Ok avatarMay10:04 Perfect! I have already informed them as of now please wait for our update about this avatarMay10:04 May I assist you with anything else?****** Leland10:04 Ok ************************* archived the chat10:05 ************************* left the following comment: Terrible interaction. Pointless conversation because I still have to contact you again for resolution over something that is simple.10:05 ************************* rated the chat as bad10:05 Is this the first time you have chatted with us about this case? Yes Was the case resolved during the chat? No

  Business Response

  Date: 05/25/2024

  Dear ******,
  Thank you for your interest in using Credova as your financing option. Our records indicate you signed a contract on 5/17/2024 with *********. That same day you decided to cancel your purchase and a return request was accepted by the merchant. Credova abides by our merchants return policy and is unable to cancel a contract without a return request from the merchant. Your contract was canceled on 5/17/2024 and no payments were made on the account.Your account is closed, and you do not owe anything further.
  Sincerely,
  Credova Financial, LLC

• Initial Complaint

  Date:05/15/2024

  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.

  These folks at Credova are, lets say they pay very little to online applications to use Credova to purchase a firearm . I applied and my credit is good but got a denial email saying they could not verify my information. I guess not they are checking in ******* where *** never lived nor have I been there. My four attempts to get qualified all came back denied because they cant verify the information in *******. All four attempts clearly shows ********* where *** lived all my life. Apologize and approve is what I want but now after reading complaints, I dont know if they are trustworthy.

  Business Response

  Date: 05/22/2024

  Dear *****,
  Thank you for your interest in using Credova as your financing option. Our records indicate you attempted to apply for financing on 5/15/2024 and were sent an adverse action notice that same day. Unfortunately,your application was not approved due to not meeting the underwriting criteria.It appears you were able to chat with our representative on 5/15/2024, who explained the only offer available at the time of application was through ******************** (ACU). *** was listed on your Credit Score Disclosure that was sent to the email address on file.
  Should you wish to reapply in the future or have 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

• Initial Complaint

  Date:05/07/2024

  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.

  Monterey Financial says I took out a loan from Credova for a purchase on GUNS.COM and I did not.Monterey Financial says a payment came from *********** and I have no account with them. The say the ************** account paid one payment and the account ended with 7089. Monterey Financial says phone number ************* is associated with the account and it is not my phone number. The email associated with the savings account is wrong as well. I have started fraud complaints with Monterey Financial Services, Consumer Financial ****************** Experian, and Equifax.

  Business Response

  Date: 05/08/2024

  Dear ******,
  We have reviewed your complaint and understand your contract may be the result of identity theft. Credova takes these types of complaints very seriously and understands the adverse effects credit can have. After conducting an internal investigation, we have closed the account. We have contacted Monterey, our third-party servicer, to ensure all credit reporting is removed.
  We are sorry to hear you are dealing with a possible case of identity theft. Should you have any further inquiries or concerns related to this account, please reach out to our customer support team that is available 6AM to 6PM PST, 7 days a week, reachable at ************. Monterey can be reached at ************.
  Sincerely,
  Credova Financial, LLC

• Initial Complaint

  Date:04/27/2024

  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 brought a ****** gun and used credova to finance it and I have to pay back twice as much of what the gun is and it was supposed to be 4 easy payments of ****** and now they telling me I leased the gun. Which I think is not right how can u lease a gun it is not a car that I can return and get another one.

  Business Response

  Date: 04/29/2024

  Dear *****,
  Thank you for choosing Credova as your financing option. In reviewing the terms of your agreement signed on 7/16/2023, it appears you signed a product lease agreement. Credova follows all consumer lending laws and regulations. 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. We aim to be transparent and educate our customers on their approval details prior to contract signing. We reviewed your account, and at no point during the application process was a Pay-in-Four offer presented.
  Your contract included 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 8/15/2023.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. 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
  

• Initial Complaint

  Date:04/25/2024

  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 bought few guns and they offered this credit as cash that would save me 50 dollars. so i was ok i just pretty much pay off so i pay 1000 then another 84 on first due date come to find out this is some kind of lease that they want 2060 plus 10 buck every payment this is not right and i don't have money to pay double on something. this type of credit should be shut down very miss leading because it tell you right up top no fee for paying early i will pay of the last 160 i owe i don,t have extra 1000 dollars to pay them

  Business Response

  Date: 04/26/2024

  Dear *******,
  Thank you for choosing Credova as your financing option. In reviewing the terms of your agreement signed on 3/16/2024, it appears you signed a product lease agreement. 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. We aim to be transparent and educate our customers on their approval details prior to contract signing.
  
  Your contract included 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 4/15/2024. Your contract also includes an Early Purchase Option (***) that is still available to you. This option may include financing charges as outlined in your agreement, but no prepayment penalties are applied. 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, 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 have reviewed your payment history and the associated fees mentioned in your complaint. Upon entering the agreement, you agreed and signed an ACH authorization authorizing us to debit your account on the 20th of every month, in the amount of $86.27. Our records indicate you called Monterey and requested to have your autopay canceled. To avoid one-time processing fees in the future, we advise resuming your autopay. You are able to increase the draft amount if you wish to pay the account off sooner.  It is our understanding you elected to make one-time payments via the consumer portal which does incur a processing fee. As we aim to be transparent, we do provide a highlighted fee disclosure on the payment screen along with a fee free option to make payments. The fees are also disclosed in your agreement on Page 7. Currently, your account is prepaid with your next payment not due until 4/20/2025.
   As a courtesy, we have waived the processing fees previously accessed. Should you want to make additional payments in the future, please take advantage of our fee free payment options that include automatic debits or mailing in your payments.
   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
  

  Customer Answer

  Date: 05/21/2024

   i was not aware this was not credit card and some kind of lease loan i pretty much paid of on first payment then they tell me i was only first 30 days to get no fees it said no fees if paid early no in 30 days i only used this company as i was like using cash and gave me discount no they want dobble for what i got. i will be paying of the 160 i owe and not a dime more this is a scam and makes no sense  to even allow to provide service. thanks  MATTHEW 

  Customer Answer

  Date: 05/21/2024

    i was not aware this was not credit card and some kind of lease loan i pretty much paid of on first payment then they tell me i was only first 30 days to get no fees it said no fees if paid early no in 30 days i only used this company as i was like using cash and gave me discount no they want dobble for what i got. i will be paying of the 160 i owe and not a dime more this is a scam and makes no sense  to even allow to provide service. thanks  MATTHEW 

• Initial Complaint

  Date:04/18/2024

  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.

  Credova approved my loan application and said it was a ********************************* to Monterey financial services. Yet the Credova app shows it paid in full. They failed to credit the money to ******** in the timely manner and then said I owed another $144.** because it was past 90 days.Because Credova apparently does not communicate with Monterey financial directly. So do not use Credova and their app to make a payment. They make it extremely difficult to contact them as well.Best to stay away from Credova period.98% interest because they failed to credit the payment on time yet my bank shows it paid out before 90days.Total scammers.They will delay showing your payment if it benefits them!!

  Business Response

  Date: 04/22/2024

  Dear ******,
  We appreciate you choosing Credova as your financing option.We have reviewed your account and contacted Monterey Financial, our third-party service provider.  Our records indicate this is your second contract signed with Credova. The first contract ID ********** was signed on 10/19/2023, in which you satisfied your 90-Day interest free offer on 11/8/2023 in the amount of $544.82, as evidenced in your attachments.
  This complaint is in reference to your most recent contract ID ********** signed on 11/23/2023. This contract also includes a 90-day interest free offer that allows you to pay the total unpaid balance of $532.00 prior to 2/21/2024. Our payment history indicates two payments of $72.30,totaling $144.60, were made during the promotional period. Unfortunately, this amount was not sufficient to satisfy your 90-day interest free offer.
  As evidenced in your screenshots, three additional payments were processed on the account after the promotional period ended. All payments were processed within 48 hours of receipt. The payment schedule is as follows: 2/26 for $300, 2/29 for $18, and 3/12 for $72.30, bringing the total amount paid to $534.90.  We acknowledge a technical error leading to improper display in the portal, however, this is an independent issue, and occurred after the 90-day interest free offer expired.  This issue is currently being fixed in our system. We apologize and understand how this may lead to confusion.
  It appears a final payment of $144.91 was processed today,4/22/2024, to satisfy the account. At this time, you do not owe anything further. You will be receiving a Paid-in-Full letter within the next ***** business days. Should you have any further questions or concerns regarding your payoff, please reach out to ******** at **************.
  Sincerely,
  Credova Financial, LLC
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/09/2024

  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.

  Account number ********* Seller was late and didn't send all items, so I wanted a partial refund. Reported the situation to Credova and Monterey Financial Services three months ago, but no reply. Now Monterey kept bugging for full payment. I STILL DIDN'T RECEIVE THE MOST EXPENSIVE ITEM I ORDERED! I want a partial refund on my lease.

  Business Response

  Date: 04/20/2024

  Dear ********,
  Thank you for choosing Credova as your financing option. We have reviewed your account and communicated with Monterey Financial, our third-party servicer. On 1/22/2023 via live chat, we were notified of your desire for a partial return. At this time, we advised reaching out to the merchant to initiate a return. We abide by our merchants return policy as we only offer a method of payment. We are unable to process returns until we receive confirmation from the merchant. This was also communicated via email on 1/26/24 and 1/30/24.
  Upon receiving your complaint, we did reach out to the merchant to inquire about your item. Per the merchant, we are understanding the item was shipped and then returned to them, resulting in a restocking fee.  At this time, we advise reaching out to the merchant to resolve the issue. Currently all terms and conditions initially agreed upon remain in effect until a return request is received by the merchant.
  We appreciate you choosing Credova as your payment method. Once confirmation is received by the merchant we are able to initiate a return.
  Sincerely,
  Credova Financial, LLC

  Customer Answer

  Date: 04/20/2024

   
  Complaint: 21550189
  
  I am rejecting this response because: Sent an email to Battlehawk on Jan 23, 26 and 30 and haven't heard back since. EMAILED them three months ago and never got back to me. I can't play the game anymore; both of you are just dodging responsiblity and I have had enough of it. I have been constantly emailing you, Battlehawk and Monterey Financial and none of you are willing to solve this.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/05/2024

  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.

  I set up payments to pay off the items I ordered before the 90-day interest free deadline (December 31st ordered, March 28th being the last day). I even called to confirm that the payments would be posted on schedule to my account. I also have emails of the confirmations. I found out that my account was still open and Credova charges 100% interest, even though I set payments before the deadline. Other payments went through, so it is not my account. This is FRAUD.

  Customer Answer

  Date: 04/05/2024

  **************** called me and resolved the complaint with me, bringing the account up to date. I would consider this matter resolved. 

  Business Response

  Date: 04/05/2024

  Dear ****,
  Thank you for choosing Credova as your financing option. We have reviewed your account and communicated with ******** Financial, our third-party servicer. We requested that your 90-Day Interest Free offer be honored and understand ******** has reached out to resolve the issue. Should your final payment process successfully, your account will be closed and settled. Please allow up to ***** business days to receive a paid-in-full letter. We hope this resolution is satisfactory to you. Should you have any further questions about your account, please reach out to ******** directly at **************.
  Sincerely,
  Credova Financial, LLC

  Customer Answer

  Date: 04/05/2024

   
  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:03/25/2024

  Type:Product 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.

  This a case of fraud between ******* Financials and ******** Financial Services. They have falsely billed me for fishing equipment that was sent to a ********** ** address and have reported reported this to the credit card bureau in the same month the purchase was made.I have contacted ******** customer service representatives by phone and email in order to obtain receipts and order documents for the fraudulent purchase, but get only recorded messages and no return response.The personnel *********************** and *************************** at *********************** have not responded during the nearly 3 months I have been addressing this issue.It appears they are not making any effort to address the fraud issue.The account number for the purchase which I received from Equifax is *********. The operations of these two companies seems to be fraudulent and need to be thoroughly investigated.

  Business Response

  Date: 03/27/2024

  Dear *******,
  Thank you for choosing Credova as your financing option. We take all claims of identity theft seriously and understand the adverse effect fraud can have. We reviewed your account and have communicated with ******** Financial, our third-party servicer.Our records indicate on 3/26/24 you spoke with a ******** representative who informed you the account has been closed and a request was submitted to expedite the credit removal process. We seek to abide by BBBs best practices pertaining to dispute resolution and try to address each concern in customer complaints. We appreciate you bringing this to our attention and have addressed the issues presented within your complaint with our representatives. We hope this resolution is satisfactory to you.
  Should you have any further questions regarding your account or the credit removal process, please reach out to ******** directly at **************.
  Sincerely,
  Credova Financia, LLC

  Customer Answer

  Date: 03/28/2024

  Thank you for your assistance in getting a speedy response from ******* Financials.

  The complaint was initiated in January 2024 with little action by both ******** or *******, various threats, such as, if I didn't send my driver's license they would not investigate the claim.  There was no return calls to my phone messages, and they did not send me the requested copy of receipt, or contract for the purchase that they claimed I made.

  Yes, I am happy they are now correcting their error or fraud, but I suspect that this is a pattern of these two companies.

  An investigation of these companies is needed in order to end their victimization of other innocent people.