Complaints

This profile includes complaints for Roadrunner Financial, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Roadrunner Financial, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Roadrunner Financial, Inc.

  116 W 32nd St Fl 9 New York, NY 10001

• 

  Roadrunner Financial, Inc.

  PO Box 167888 Irving, TX 75016-7888

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:07/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Voluntarily returned a camper back in March. They are telling me they still have not sold the camper. I cannot get this resolved. It was a personal loan. They have it marked differently on my credit report. As a repossession, they have not sold the unit. They will not sell the unit as it is brand new. Until my gap insurance is depleted, so they can save money. Why? The company refuses to answer any questions why they refuse to sell it. It's beyond me. I'm hoping a Better Business Bureau will get them straight. And at least have them contact me and keep me informed of what's going on which they have not done not.

  Business Response

  Date: 07/12/2024

  ************************,We are in receipt of your BBB Complaint dated as of July 11, 2024. The camper that you voluntarily surrendered in March is at auction and will be sold in the normal cause of business and in accordance with applicable law. We sell all of our repossessed units, regardless of age or condition; however, this is considered a used camper. In addition, we do not make personal loans. Our company finances consumer credit sales. However, we investigated our credit reporting of your account, and confirmed that it is being reported accurately. Generally, a voluntary surrender is a form of repossession and would be reported to the credit bureaus accordingly. Also, GAP insurance covers some or all of an outstanding balance on an account typically after an insurance loss. As the vehicle was not involved in a total loss claim, GAP insurance would not be apply. You may reach out to your GAP provider for further information. We will notify you when the unit sells in accordance with our requirements under applicable law. Should you have any further issues, kindly reach out to us at ****************************************** or call us at ************ and ask for the Operations Servicing Manager - Customer Engagement. Please reference your BBB review. Thank you, the Roadrunner Financial **************** Team

• Initial Complaint

  Date:07/10/2024

  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.

  The account was paid in full on 6/25/2024. My title still has not been released as of today, 7/10/2024 and I am being told that it will be another 2-3 weeks before it is. This company moves at it's own pace with zero regard for anyone else. Extremely quick to get ahold of you if there is an issue but then wants to drag a title release out for almost 6 weeks. Disgusting. Do not use it under any circumstances.

  Business Response

  Date: 07/12/2024

  ****************, We are in receipt of your BBB Complaint dated as of July 11, 2024. We have completed an internal investigation, and we have found no wrongdoing on the part of our business. Your account was paid off on June 25, 2024. As of today, we have already requested electronically through the state that our lien be removed. This usually happens within a day, but this is a process on the state's end, so we have no control. After the lien is released, it usually takes the state up to 2 to 3 weeks to process the paper title to the customer. Again, we have no control over this process. We apologize for any inconvenience this may have caused. Should you have any further issues, kindly reach out to us at ****************************************** or call us at ************ and ask for the Operations Servicing Manager - Customer Engagement, so that we can try to resolve your issue. Thank you, the Roadrunner Financial **************** Team

• Initial Complaint

  Date:07/02/2024

  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 a motorcycle through roadrunner financial with a 91% payment history! Never been late until they took my payment and put it toward the principal and made me late or behind so on June 15th they picked my bike up why? Who told them to put my payment there its not my fault they did that

  Business Response

  Date: 07/12/2024

  **************, We are in receipt of your complaint filed with the BBB. We have reviewed your complaint, and we have found no wrongdoing on the part of our company. None of your payments were ever applied straight to principal. Standard payments are applied first to interest, then to principal, then to fees. If a payment is missed, the next payment made goes to cover the outstanding interest, principal and fees before the current payment can be covered. Therefore, if you do not make the makeup payment plus the new payment due, you will remain in default. Kindly reach out to us at ****************************************** or call us at ************ and ask for the Operations Servicing Manager - Customer Engagement, if you have any further questions or concerns. Thank you, the Roadrunner Financial **************** Team

• Initial Complaint

  Date:07/01/2024

  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.

  On 7/7/23, I requested to update my address, as I had moved out of state (**).On 7/16/23, RoadRunner Financial mailed my motorcycle title and original lien release letter to my previous address (**) after being informed of my new address.On 5/21/24, NJ MVC rejected my application for a duplicate title because I could not provide an NJ registration, NJ insurance (I no longer live in ** and cannot obtain a NJ registration or NJ insurance), or the original lien release letter (scanned copy not accepted) required by NJ MVC. On 6/24/24, I called RoadRunner Financial to explain the situation and request assistance. I was told by their customer service representative there was nothing they could do. I requested a call back from a manager and was told to expect one in ***** hours. It has been 7 days and I have not received a call.On 7/1/24, I spoke to the ** DMV about the situation and was informed only NJ can provide a title for this vehicle (please see 5/21/24 note).I am now in possession of a motorcycle I cannot register or sell. I am seeking a replacement title with the lien removed. If there is truly "nothing they can do", I am seeking a refund for the amount financed through RoadRunner financial and in return, RoadRunner financial can take possession of the vehicle.

  Business Response

  Date: 07/16/2024

  Hi ******,   We have completed an investigation, and we apologize for failing to update your address in our system.  We have sent you an email with detailed instructions on how to obtain a duplicate title with the state of ***********  We tried to reach you by telephone several times, but we were unable to connect with you.  Should you have any further questions or comments, you can reach out to us at ****************************************** or call us at ************ and ask for the Operations Servicing Manager - Customer Engagement, so that we can try to resolve the issue. Thank you, the Roadrunner Financial **************** Team

  Customer Answer

  Date: 07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have followed the instructions on how to obtain a duplicate title with the state of **********, but these do not align with the ***** policies.  Since I do not have the original lien release letter, a valid NJ driver's license, NJ vehicle registration, or current NJ insurance, I do not qualify to apply for a duplicate title (attached).  I do not have these items and cannot obtain these items because I am currently a resident of ******** state.  I have reached out to the ***** for assistance as well and they cannot provide a letter certifying the vehicle was never titled in *********  I am requesting Roadrunner obtain a duplicate title since they have acknowledged sending my title and original lien release letter to the incorrect address. 

  Additionally, I have not received an email or phone call from Roadrunner Financial.  The instructions I have followed were provided via phone, as outlined in the original complaint.  Updated contact information was provided via email and phone, as outlined in the original complaint. 
  

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

  Business Response

  Date: 07/23/2024

  Hi ******,
  
  We are in receipt of your latest BBB response.  We understand your frustration.  We have been having a bit of trouble getting in touch with you.  We have been in touch with both the ******** and New Jersey DMVs trying to get this sorted for you.  
  
  In this situation, we need to request a duplicate title.  There are two ways to do this.  
  
  1. You can change your address via the ** DMV website: ********************************************************** apply for the duplicate title via website: *********************************************;(we can reimburse any fees incurred with proof of receipt).
  
  2. We can submit through our title vendor a duplicate title request, but we will need authorization letter signed by the customer to allow us to proceed with the request. Additionally, we will need to contact the ** DMV to request a letter stating the collateral is registered and not titled in that state.  We have already engaged our title vendor to help us with this option, but please contact us at ************************************************;so that we can get you the letter to sign.  
  
  We are doing everything we can to get this taken care of for you, but if you could please contact us, we will be able to move forward.  Please let us know if you have any questions.
  
  Thank you,
  The Roadrunner Financial ****************

• Initial Complaint

  Date:06/26/2024

  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 phone call from Roadrunner Financial Services (information below) and my credit report recieved an inquiry that state it will remain on my credit report until 6/25/2026. I believe that someone stole my information and is taking out a loan from this company. I want this investigated as soon as possible and the inquiry removed from all the credit bureaus. Thanks.OCTANE LENDING AKA Roadrunner Financial Address ************************************* Record details On record until Jul 2026 Inquired on 06/25/2024 Comment Sales Contract on behalf of ROADRUNNER FINANCIAL. This inquiry is scheduled to continue on record until Jul 2026.

  Business Response

  Date: 07/08/2024

  ************, We are in receipt of your BBB complaint. An application was submitted purporting to be you on June 19, 2024. Our software was able to identify a fraudulent driver's license was submitted, and the deal was declined. As of July 3, 2024, we have submitted a request to have the inquiry suppressed from your credit bureaus. Please note that this may take up to 3 business days for processing. We apologize for any confusion or inconvenience caused. Should you have any additional questions or comments, kindly reach out to us at ****************************************** or call us at ************ and ask for the Operations Servicing Manager - Customer Engagement, so that we can try to resolve the issue. Thank you, the Roadrunner Financial **************** Team

• Initial Complaint

  Date:03/25/2024

  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.

  The problem I am having with this business is, I decided to pay off my account this month and recieved and an email stating my payment was reversed from a previous payment I called roadrunner to see what is going on and noticed it said I still owe $445.65 they stated one of my payments were reversed so I still owed this amount after looking into my account the woman stated my account added up and I should be paid off so she passed me to a supervisor after the supervisor did some digging she stated I owed that amount because of payments I did in the past were logged as full payments because I paid 2 different ways so interest added on those so after paying off my account the system generated $445.65 of interest that accumulated from these types of payments and that's how I owe the amount still which sounds very illegal to me why was this not caught sooner why did it take me paying off my account to generate this amount and why is there nothing in my account stating this

  Business Response

  Date: 03/25/2024

  We are in receipt of the consumer's dispute and performed a full investigation of his claim. Upon review we are unable to substantiate any wrongdoing on the part of our company.  The customer made their payoff payment on 3/15/24 as indicated.  However, on 3/20/24, a payment made on 3/01/24 was returned.  Therefore, 1 payment remains outstanding along with applicable interest due.  The documents provided by the consumer further show 2 payments being returned and only 1 being resolved.  We would encourage the customer to contact us to discuss the matter further and ascertain the amounts needed to close out his account.  Otherwise, we deem this dispute closed.

• Initial Complaint

  Date:02/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On record! Intend to file a complaint against ********* My account became 30 days past due. Roadrunner completely made the account inactive, which would not allow me to bring the account current. Company came to my place of residence to repossess my property. I talked with Roadrunner everyday since the an account became delinquent, so that I could bring the account current, but ********************** refuses to allow any payments. Roadrunner has never had an issue reaching me regarding my account, but they are now reaching out to all of my relatives and in-laws to discuss this matter. My son thats away at college has been contacted repeatedly by Roadrunner. Roadrunner is now calling my phone more than ten times a day, from different phone numbers. Roadrunner has now been refusing my payments going on three month their only resolution is repossession

  Business Response

  Date: 04/18/2024

  We are in receipt of your Better Business Bureau complaint dated as of February 5, 2024, requesting that we review your account.  We are sorry that you had a bad experience with our company. We have completed a thorough review of your account and payment history and were able to determine that the information that is being reported is accurate.  Therefore, no adjustments have been made to your account.  
  
  
  Although we cannot comment on the specifics of the account, typically once an account becomes delinquent, payments may no longer be made via the online portal so as to avoid payment followed by repossession.  Payments are, however, accepted via phone or check.  Your request to be contacted by the business cannot be completed due to your previous requests to not be contacted by the business.  In addition, we have marked all third parties related to the account as do not call.  
  
  If you have additional questions or need further assistance, you can write to us at [email protected] or contact us by telephone at *************  
  Very truly yours,
  
                                                                          Roadrunner Financial, Inc.
                                                                          Customer Service Dept.

• Initial Complaint

  Date:02/01/2024

  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.

  In 2023 I financed a trailer with Roadrunner financial. I have been trying to set up automatic payments since the purchase was made with no luck. I keep getting a message that my info is incorrect. They say they have emailed me regarding payments, which I have not received. I have given permission for my wife to be put on the account to discuss this matter twice, and they have yet to add her. I asked them to add her because even though she is not on the account, one of the employees was calling and harassing her on a daily basis, but would not give her the account number to make the necessary payment. When my wife told her she was putting a complaint in against her for harassment, the employee starting calling other family members and leaving messages. This is the worst financial company we have ever dealt with and will be looking to refinance elsewhere. They are affecting my credit and costing more money through interest and late fees. I wish I would have read reviews before dealing with Roadrunner Financial

  Business Response

  Date: 02/01/2024

  We are in receipt of the consumers dispute.  Upon investigation it appears that prior to receiving the dispute our agents had already escalated the account for review and made contact with the him on 1/31/24.  At that time we were able to get his email address updated and added his wife as an authorized party.  We also transmitted a welcome packet and online instructions in order to allow him to create an online account.  As a result the customer was able to make a payment on 1/31/24.  We did attempt to contract the customer today and tried to speak with him regarding this matter but there was no answer and no option to leave a message so we did document the account so that if he calls in then he would be transferred to our Customer Engagement team.  If he has further issues we would encourage him to contact us to discuss the matter further.

• Initial Complaint

  Date:01/15/2024

  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.

  On 12/2, we bought a ATV for $10,000. We financed through Roadrunner Financial. We wanted a lower interest rate so we financed through our local credit union. Our credit union sent a check for $10,000 to Roadrunner which was cashed on 12/29. I received notification from Roadrunner Financial that $96.56 was still owed!! We paid off the loan before our first payment was to be made!! In looking at our invoice, the sale was for $10, 008.49. I called Roadrunner and was informed we were being charged daily interest from 12/2-12/29 even though the first payment wasnt scheduled until January!

  Business Response

  Date: 01/16/2024

  We are in receipt of the customer's complaint and believe there may be some misunderstanding on how a simple interest contract works.  In a simple interest contract, interest is calculated daily on the principal balance.  Therefore, everyday interest will accrue from the date of the contract until a payment is made.  The payment will pay down the accrued interest up to the date of the payment and the remainder of the payment will apply to the principal balance.  This is standard practice in the lending industry and not outside of accepted norms.  Additionally, this practice is laid out in the contract with the consumer. Therefore, upon a review of our records the customer's account accrued interest daily until paid off and the balance indicated by the consumer remains outstanding.  We are happy to provide additional information if needed, but would encourage the customer to call into our office to discuss the matter further if questions remain.

  Customer Answer

  Date: 01/22/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/12/2024

  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 purchased a2023 ***** rebel Dct **** from ***** and these where the people to finance my loan Im very displeased with this this company high interest rate after I put 4000$ and 21% interest rate these people should be sued.

  Business Response

  Date: 01/16/2024

  We are sorry to hear that the customer is displeased with our company. However, we do not force anyone to obtain financing from ** on terms they don't agree with.  We provide financing for a wide range of customer on the credit spectrum.  The terms of the financing offered are based on a variety of factors like credit history, the term of the loan and the amount financed.  In this consumers situation, the terms of financing were accepted by the consumer freely. The customer was free to obtain financing from any other lender and was in no way required to use Roadrunner Financial.  As such no billing adjustment is available as the terms provided were freely accepted by the customer.