Complaints
This profile includes complaints for Community Choice Financial, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 419 total complaints in the last 3 years.
- 147 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/11/2024
Type: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 did the loan in Jan 2024. The loan was $2000. The rep told me “ the easier and more convenient way to pay is through the app and any additional payments would go towards the principle”. This was a deliberate lie!
My first payment was due in Feb, so I made $295 additional payments in January thinking it was going towards the principle. The I made a $400 payment in Feb and $500 in March. Now I owe $2260.00??? None of that money went towards the principle.
I called customer service and she informed me that I need to make all these payments in the store and “ tell “ them to put it towards my principle. The customer service rep apologized and told me she wished she never got a lot of these calls, but she does.
This has devastated my family, put us in a hardship situation. This seems deliberate, to put a person in such a hole they have no choice but to turn over their vehicle.
If this can’t be resolved Iv been instructed to file a complaint with the CFPB and Arizona Attorney General.
I believed Title max was there to help me during a rough time, when they waiting to prey and take advantage of people like me who need some help and nowhere else to go.
Business Response
Date: 04/16/2024
*****************
Thank you for the opportunity to respond to the complaint filed by ****** ****** (Complainant). TitleMax of Arizona, Inc., DBA TitleMax, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they were told that any additional payments they made in the app would go towards principal which they claim was a lie. They state they made an additional payment of $295.00 in January, $400.00 in February, and a $500.00 payment in March and despite that, they still owe $2,260.00.
A review of TitleMax records reveals that on June 2023, the Complainant obtained a title loan in the principal amount financed of $400.00 at a storefront in Tempe, AZ. The Complainant granted a security interest in a 2008 Chevy Equinox with a VIN ending in ******. The loan was contracted to be repaid in 23 monthly payments of $69.77, beginning July 20, 2023, and a final payment of $67.27, due June 20, 2025. On August 17, 2023, the Complainant made a payment of $60.00 and refinanced their existing loan of $107.60, borrowing an additional $600.00. The loan was contracted to be repaid in 23 monthly payments of $112.27, beginning September 22, 2023, and a final payment of $111.62, due August 22, 2025.
Between September 28, 2023, and December 21, 2023, the Complainant refinanced their loan on ten more occasions, borrowing an additional $2,900.00 total. The final refinance was completed on December 24, 2023, in which the Complainant made a payment of $33.58 and refinanced their loan for the remaining balance of $2,271.45, borrowing an additional $125.00. The loan was contracted to be repaid in 23 monthly payments of $376.07, beginning January 26, 2024, and a final payment of $375.15, due December 26, 2025.
It is important to note that at the time of the loan origination and each refinance, the Complainant signed a Secondary Motor Vehicle Finance Transaction Contract that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and Regulation Z. By signing the loan agreements, the Complainant acknowledged their understanding of the terms and conditions of the loans. In addition, the contract contained the following regarding application of payments:
“Interest; Application of Payments; Prepayment: Interest will accrue daily on the outstanding principal balance. The interest rate is 179.8800% per year (which is based on a monthly rate of 14.9900%). Interest accrues from the Loan Date until the first to occur of (a) the Loan is paid in full, and (b) the day that is 90 days after the final Payment Due Date. Interest accrues based on the number of days elapsed over a 365-day year. Lender calculates and charges interest, including interest on past due principal, under Arizona Revised Statutes § 44-281 et seq. If any finance charge or other fee is held invalid, the remainder shall remain in effect. Lender applies payments first to unpaid interest, then to fees, and then to unpaid principal. The Payment Schedule and Finance Charge above assume that I pay all installments in full on the Payment Due Dates. I will owe less interest if I pay early or prepay. If I pay late or do not pay in full, I will owe more interest. I may prepay this Loan at any time without penalty. “Interest” as used in this Contract means the “secondary motor vehicle finance rate” for purposes of Arizona Revised Statutes § 44-281 et seq.”
A review of the payment history on the most recent refinance indicates there have been six (6) payments made on the loan. In response to the Complainant’s claims that they made an extra of $295.00 for the January minimum payment of $376.07, the Complainant paid the payment in four separate payments from December 29, 2023, to January 26, 2024, totaling $395.00. On February 9, 2024, the Complainant made a payment of $500.00, where $253.28 was applied to their loan principal. On March 22, 2024, the Complainant made a payment of $400.00 which was applied to interest. The Complainant’s account currently has a balance of $2,061.56.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. However, TitleMax strives for excellent customer service and remains willing to work with the Complainant to assist them in paying back their loan. We encourage the Complainant to contact TitleMax at ###-###-#### to discuss a mutually agreeable payment arrangement.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at [email protected].
Sincerely,
BSG – Consumer Complaints
** *** *** ********** ** *****Initial Complaint
Date:04/04/2024
Type: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 visited the office above on 28 requested loan $1000 to pay electric bill & (illegible) - Application was taken and approved $4000 turned over my title. Requested copy of my application for schedule of payments and for him to correct my address - which was not done … this later on presented I believe a problem…the money was transferred to my ******* ****** ***** account. Paid this loan of on 3/1 4/1093.94 was charged interest customer fees twice.
2nd (illegible) thing happened I tried to open account on line …had a lot of trouble - had to make a 2hr round trip to their office (as instructed ***** helped me. I was there I requested (illegible) everything was accomplished on 3/7.
3rd time 3/21 tried to transfer (online) much needed funds to my *** acct - and I got many failed attempted; saying couldn’t verify information ( called customer service ###-###-####) talked to representative @ 6:42 pm…I was told it was no solution for my problem - this don’t make any sense. I was told to make the 2 hr trip to office.
This doesn’t make any sense…this is why I downloaded mobile app – this sounds like a scam.Online my fees are much lower - when I go in office I’m paying twice. Of course this is costing me in other ways also.
Thank you very much for helping me with these concerns.
Sincerely,
***** ******* * * *** ** ** **** ** *****
###-###-####Business Response
Date: 04/09/2024
*****************
Thank you for the opportunity to respond to the complaint filed by ***** ******* (Complainant). TMX Finance of Tennessee, Inc., DBA TitleMax, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states the Complainant states their address was not corrected when requested and believes this later presented a problem. They state they paid off their loan on March 1, 2024, and were charged interest customer fees twice. In addition, state they have had issues online and had to make two-hour trips to the office. They claim that online, their fees are much lower and when they pay in the office, they pay twice.
A review of TitleMax records reveals that on February 8, 2024, the Complainant obtained a Line of Credit with a credit limit of $4,000.00 at a storefront in Bristol, TN, with an initial advance of $1,000.00. The Complainant granted a security interest in a 2014 Ram 1500 with a VIN ending in ******. The first payment of $76.97 was due on March 7, 2024, and a second payment of $71.83 was due on April 7, 2024.
A review of the payment history reveals the Complainant paid their balance off for their initial advance on March 1, 2024, in the amount of $1,093.94. On March 7, 2024, the Complainant requested a draw on their loan of $800.00, but paid off the balance of $864.91, on March 26, 2024. They requested a draw of $1,000.00 on April 1, 2024, which was funded via card.
At origination, the Complainant acknowledged the terms and conditions of the loan by signing the Secured Line of Credit Account Opening Disclosures and Account Opening Acknowledgement. The loan agreement clearly discloses the interest rate in accordance with the Federal Truth in Lending Act and Regulation. It is also important to note that a TitleMax employee explained the terms and conditions to the Complainant including, but not limited to, the application of a customary fee. In addition, the Complainant is also provided with a detailed monthly statement that explains the fees and charges incurred on the account during the billing cycle, and includes information about the account balance, the minimum payment required and the payment’s due date.
Please note that the Complainant is attempting to obtain a cash advance under the TN license. Hover, since the Complainant’s geolocation is in a different state from the loan origination, they are unable to request cash advances online and must do so in person. updates, and discuss what each of us are currently working on.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. We encourage the Complainant to call Customer Service at ###-###-#### for questions regarding their account, including address change requests.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
BSG – Consumer Complaints
** *** *** ********** ** *****Customer Answer
Date: 04/24/2024
**************
To Whom It May Concern:
I am very sorry about these problems - but the records show that it's not my fault - I'm just trying to live like everyone else in this country - just trying to pay my bills. But due to someone entering the incorrect address, etc., trying to do business online it was made very difficult, causing other issues, it should be a smooth transaction.
Paragraph 6 letter dated April 9, message from the business. This is very untrue, I went into the above location with these issues. A person by name of ***** helped me. we did trouble shooting, everything was set up online on my phone, transaction was done, everything verified. The problem I'm having online when I attempt there always is verification so this causes me to have to go in office and the fess are double. This is the first time I've heard of geo location issue. They NEVER said that was the problem.
Thank you,
***** *******
* * *** ** ** ***** ** ***** ************
Initial Complaint
Date:03/20/2024
Type: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 went into a loan with Titlemax on Oct 28, 2021. When I got the loan it was explained to me that I would just need to make my monthly payments. What I did not know is that those payments were for interest only and nothing went to principle. After speaking to another representative in now March 2024, She stated I could be paying on the loan forever unless I paid over my monthly payments. My originated pay off was $2,039.34. I updated the loan and now my payoff is $$2,588.64. I have been paying interest since 2021. I am sure I have paid the value of the loan as well as my 2009 sonata over that period of time. I am requesting that this loan be considered paid and my title returned to me.Business Response
Date: 03/26/2024
*******************:
Thank you for the opportunity to respond to the complaint filed by ******** ******** (Complainant). TitleMax of Texas, Inc., DBA TitleMax, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states that when they got their loan, it was explained to them that they would just need to make the monthly payments. They did not know those payments were for interest only and nothing went to the principal. They have been paying interest since 2021, and request the loan be considered paid as well as receive their title back.
TitleMax of Texas, Inc. is a credit services organization (“CSO”) and credit access business registered and licensed under Texas law. TitleMax assists consumers in obtaining motor vehicle title loans from third-party lenders and is not a lender in Texas. TitleMax charges a CSO fee in the amount permitted by Texas law.
A review of TitleMax records reveals that on July 29, 2022, the Complainant obtained a CSO loan with NCP Finance Limited Partnership in the principal amount financed of $1,733.00 at a storefront in Plano, TX. The Complainant granted a security interest in a 2009 Hyundai Sonata with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $2,079.51 on August 29, 2022. On August 28, 2022, the Complainant made a payment of $345.95 and refinanced their existing loan of $1,733.00. The loan was contracted to be repaid in full in the amount of $2,079.51, on September 28, 2022.
Between September 20, 2022, and January 20, 2024, the Complainant refinanced their loan on twelve more occasions, borrowing an additional $658.00 total. The 14th and final refinance was completed on March 20, 2024, in which the Complainant made a payment of $550.00 and refinanced their loan for the remaining balance of $2,038.64. The loan is contracted to be repaid in full in the amount of $2,446.26, on April 20, 2024.
At the time of loan origination and refinance, the Complainant signed a Promissory Note as well as the Credit Services Contract and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and Regulation Z. By signing the Promissory Note and Credit Services Contract and Security Agreement, the Complainant acknowledged their understanding of the terms and conditions of the loans.It is important to note that Title Max encourages customers to use this product as a short-term financial solution. The balance may be paid back at any time with no penalty for early payoff. Further, customers may cancel the agreement by returning the check by which TitleMax disbursed the loan proceeds or an equivalent amount of cash to us by the close of business on the business day following the date of the agreement.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. As such, the loan will not be considered paid in full at this time. The Complainant is invited to contact TitleMax at ###-###-#### for any questions or concerns regarding their account.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
BSG – Consumer Complaints
** *** *** ********** ** *****Customer Answer
Date: 04/04/2024
the information is not what was explained to me when I signed up. At this point the car has been paid for over and over again. While I understand this is supposed to be a short term option, the conditions were not explained clearly or else this loan wouldn't be in existence for me and my family. Please reconsider as we have been paying on this for almost 2 years.
Regards,
******** ********Initial Complaint
Date:03/18/2024
Type: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 am dyslexic, autistic, and have ADHD. By law I don't have to disclose that; however I know myself well enough to know that I need to ask lots of questions before signing anything. I thought I asked the right questions when I went in for the loan and sought clarification in the way of dozens of questions. I'm not an ignorant person, but I am aware of my needs, so I feel I did my due diligence to seek information.
I understood on signing that I would be making payments on the principal of my loan with, of course, hefty interest. I thought the final balloon payment would only The simple balance. When I called to make my final payment, i was told that I had paid $2000 to nothing, and I owed more than the original loan.
I feel taken advantage of, and I feel tricked into entering these terms. Whether or not this was intentional, I am afraid for others who may not completely comprehend what they're signing even after research and inquiry.
I am not looking for extra compensation, but for my payments to go to the principal so that I may sever my relationship with Title Max
Business Response
Date: 03/22/2024
******************
Thank you for the opportunity to respond to the complaint filed by ****** ***** (Complainant). TitleMax of Texas, Inc., DBA TitleMax, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they feel taken advantage of and tricked into the loan terms. They request a billing adjustment for their payments to go to the principal.
TitleMax of Texas, Inc. is a credit services organization (“CSO”) and credit access business registered and licensed under Texas law. TitleMax assists consumers in obtaining motor vehicle title loans from third-party lenders and is not a lender in Texas. TitleMax charges a CSO fee in the amount permitted by Texas law.
A review of TitleMax records reveals that on October 6, 2023, the Complainant obtained a CSO loan with Ivy Funding Company, LLC in the principal amount financed of $2,600.00 at a storefront in El Paso, TX. The Complainant granted a security interest in a 2017 Chevrolet Spark with a VIN ending in ******. The loan was contracted to be repaid in five (5) payments with the first payment being $382.92, due November 3, 2023, and the following three (3) payments in the amount of $413.70, due monthly beginning December 3, 2023, and a final fifth payment of $413.70 representing the final CSO fee and $2,705.59 representing the principal and lender interest, due March 3, 2024.
A review of the payment history indicates there have been four (4) payments made on the loan. When the payment was not made on March 3, 2024, the account entered a past due status. The Complainant currently has a past due balance of $3,262.35.
It is important to note that at the time of the loan origination, the Complainant signed a Promissory Note that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and Regulation Z. In addition, signed a Credit Services Contract and Security Agreement. By signing the Promissory Note and Credit Services Contract and Security Agreement, the Complainant acknowledged their understanding of the terms and conditions of the loans.
In response to the claim the Complainant was allegedly taken advantage of, TitleMax is committed to treating its valued customers in a fair, honest, and transparent manner. To honor that commitment, TitleMax reasonably ensures that its development, delivery, and servicing of products will not result in an act or practice that is unfair, deceptive, or abusive.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. TitleMax strives for excellent customer service and remains willing to work with the Complainant to assist them in paying back their loan. We encourage the Complainant to contact TitleMax at ###-###-#### to arrange a mutually acceptable repayment arrangement for this account.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
BSG – Consumer Complaints
** *** *** ********** ** *****Customer Answer
Date: 03/27/2024
Again, I signed a document under terms which I understood as reading one way, and those terms are not what are occurring now. Once I addressed my concerns, to me the individual who took my call should have explained and helped me come up with a solution to this. To me, allowing this misunderstanding without remedy is ableist and deceptive.
Additionally, I have the cognitive capacity to read through documents and seek information, which I did, which is why this was so shocking to me to begin with.
I will seek further legal action if this matter is not resolved, as this puts me in further debt than when I originally went to Title Max to resolve. I would like to please see my file closed with payments equal to the amount I paid and I would like to see further safeguards to prevent deceptive practices, whether or not they were intentional.
Regards,
****** *****Initial Complaint
Date:03/15/2024
Type: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.
My car was repossessed after I defaulted on a title loan. I accepted that. The pay off amount ended up being 2839.21. In Nevada you only 10 days to retrieve your vehicle.
So as I scrambled I was able to get my ex boyfriend and my son to pay this amount. I would use my boyfriends card for 1000.00 and my son would use his bank card to pay the balance. They also stated that there would be a 10 day hold on my car until they received the money which I agreed to.
I only have two days left and was told I could only pay in cash in the original store. The original store is in Reno NV and I'm in Las Vegas, NV. That's over 400 miles. Now who keeps that kind of cash? Of course I would have to pay with a card.
So I feel they are purposely trying to make me not get my car. And in today's world that is ****** up. I've had a good standing account with them. There was no need for any of this.
So how am I suppose to get all that cash together and get to Reno? I'm on Social Security and being treated like ******
Is this what America has become? God help us all. Thank you **** ********
Business Response
Date: 03/22/2024
****************
Thank you for the opportunity to respond to the complaint filed by **** ******** (Complainant). TitleMax of Nevada, Inc., DBA TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states their car was repossessed after they defaulted on a title loan. They were told they could only pay in cash at the original store location in Reno, NV, which is over 400 miles away. They request to accept a payment using their card to get their car back.
A review of TitleMax records reveals that on October 23, 2023, the Complainant obtained a title loan in the principal amount financed of $1,700.00 at a storefront in Reno, NV. The Complainant granted a security interest in a 2009 Ford Focus with a VIN ending in ******. The loan was contracted to be repaid in 6 monthly payments of $442.77, beginning November 22, 2023, and final payment of $442.76, due May 20, 2024.
A review of the payment history indicates there has been one (1) payment made on the loan on December 21, 2023. When the second scheduled payment was not made on December 22, 2023, the account entered a past due status on January 22, 2024. Due to non-payment on March 7, 2024, the Complainant’s vehicle was repossessed, the account was assessed a $415.00 repossession fee, and collection activities commenced as permitted by law. The Complainant’s account currently has a total balance of $2,837.21. The Complainant can contact TitleMax collections department at ###-###-#### to make a payment by card or they may mail a certified check to the store location.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
BSG – Consumer Complaints
** *** *** ********** ** *****Initial Complaint
Date:03/07/2024
Type: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 03/7/2024 my card was used for 300 with speedy cash under the name ******* *******. I did not give authorization for my card to be used!!! nor should this person have been able to use a card that’s NOT in there name to process A payment!! My name is ***** ***** I called and spoke to someone and was advised they could not do anything about this transaction. I have called now 6 times and i’m constantly disconnected on and promised a supervisor call back yet NOTHING! The person account y’all paid was ******* ******* social ********* date of birth *********** She told me she used the card by mistake and immediately asked that the card be refunded. Somebody need to resolve this because I didn’t authorize her to use my card and speedy cash NEVER SPOKE WITH ME to get consistent to use my card for her payment!!!Business Response
Date: 03/12/2024
*********************
Thank you for the opportunity to respond to the complaint filed by ***** ***** (Complainant). SCIL Texas, Inc., DBA Speedy Cash, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states that their card was used for a loan payment obtained with Speedy Cash by mistake. They are requesting a refund.To protect the privacy and confidentiality of our customers’ information, we have strict policies in place that prevent us from sharing any account-related details or information with unauthorized third parties. These policies are designed to safeguard sensitive data and maintain compliance with laws and regulations. Therefore, we cannot disclose specific account-related details or information to the Complainant as they are not listed as an authorized user on any accounts with Speedy Cash.
However, we recommend the Complainant dispute the transaction with their banking institution.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
BSG – Consumer Complaints
** *** *** ********** ** *****Initial Complaint
Date:02/29/2024
Type: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 got a title loan and lost my job so I got behind on my payment so they repossessed my truck til I could come up with the money to get it back. But the repo company they hired to repo my truck stole about $400 worth of tools out of the back of my truck and when I called title max to ask for a phone number to get ahold of them to ask about my tools and other belonging they took they told me they didn't have a working number for them. Now no one can tell me how to get my tools back.Business Response
Date: 03/06/2024
Thank you for the opportunity to respond to the complaint filed by ***** ******* (Complainant). TMX Finance of Tennessee, Inc., DBA TitleMax, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states that the tow company used to repossess their vehicle stole $400.00 worth of tools from the back of the truck. When calling TitleMax for a phone number, they were told they did not have a working phone number for them.
A review of TitleMax records reveals that on February 9, 2023, the Complainant obtained a Line of Credit with a credit limit of $800.00 at a storefront in Milan, TN, with an initial advance of $800.00. The Complainant granted a security interest in a 2001 Chevrolet Tahoe with a VIN ending in ******. The first payment of $104.48 was due on March 15, 2023, and a second payment of $167.82 was due on April 15, 2023. Due to non-payment on January 24, 2024, the vehicle was repossessed, and a Notice to Sell was mailed to the Complainant the same day. Upon payment in the amount of $423.00, the vehicle was returned to the Complainant on February 9, 2024. A review of the payment history on the most recent refinance indicates there have been seven (7) payments made on the loan.
In response to the Complainant’s claims of property theft, we urge them to direct their claim to Keltic Adjusters which is the recovery company that was utilized, reachable at ###-###-####.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
BSG – Consumer ComplaintsCustomer Answer
Date: 03/06/2024
I've looked up the name of the business and can not find any company under that name and have tried that number since I got the truck back. I called Milan Title Max January 24 the day it got repossessed and told them I had $400 worth of tools along with other personal belongings.
Regards,
***** *******Initial Complaint
Date:02/14/2024
Type: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’ve been paying back a loan using my title . I have a 2007 Chrysler 300 I borrowed 2518.00 the payoff on my contract is 2845.08 . I’ve been paying 350.00 to 300.00 on this loan for over a year. I’ve exceeded the payoff amount. According to the representative I owe over 2000.00 dollars. Over a years period and counting with no missed payments or late payments is this behavior legal? I’ve asked the representative of TitleMax to give me the numeric amount paid in on this loan I was told it would take some time for this request. I think I’ve paid over 3600.00 concerning this loan. The Representative I talked to on 02/14/2024 at approximately 2:50 pm name is Tabitha.Business Response
Date: 02/20/2024
February 20, 2024
Better Business Bureau
1169 Dublin Road
Columbus, OH 43215
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ******* ***** (Complainant). TitleMax of Georgia, Inc., DBA TitleMax, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states that they borrowed $2,518.00 with a payoff on their contract of $2,845.08 for their title on their 2007 Chrysler 300. They state that they have been paying $300.00 to $350.00 on this loan for over a year and have exceeded the payoff amount. The Complainant states that according to the representative they owe over $2,000.00. They are asking if this behavior is legal. The Complainant stated that they requested the numeric amount paid on this loan and were told the request would take some time.
A review of TitleMax records reveals that on October 31, 2022, the Complainant obtained a Pawn Transaction in the principal amount financed of $2,518.00 at a storefront in Swainsboro, GA. The Complainant granted a security interest in a 2007 Chrysler 300 with a VIN ending in 748310. The pawn transaction was contracted to be repaid in full in the amount of $2,845.08 on November 30, 2022. A review of the payment history indicates there have been 16 payments made on the pawn transaction in the total of $5,143.53 and 16 extensions requested. The Complainant currently has a balance of $2,338.03.
At the time of pawn transaction origination, the Complainant signed a Pawn Transaction Disclosure Statement and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and Regulation Z. In addition, the agreement includes notices on Extension and Continuation which states: “The initial term of the Pawn is 30 days, and the Pawn may be extended and continued for additional 30-day periods with the agreement of Pledgor and Pawnbroker. We may agree to extend the Maturity Date in our discretion. As a condition to extending the Maturity Date, for the initial extension and each subsequent extension, you must pay an amount equal to the then outstanding Pawnshop Charge (including any chargesaccrued after the Maturity Date, as described in Section 7 below), and (b) satisfy Pawnbroker’s applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original Pawn will be continued.” By signing this agreement, the Complainant acknowledged their understanding of the terms and conditions of the installment loan.
We believe that the conditions of the pawn transaction were clearly disclosed and cannot find any evidence of wrongdoing. TitleMax strives for excellent customer service and remains willing to work with the Complainant to assist them in paying back their loan. We encourage the Complainant to contact TitleMax ###-###-#### to establish a mutually acceptable repayment arrangement for this account.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ****************************.
Sincerely,
BSG – Consumer Complaints
** *** *** ********** ** *****Initial Complaint
Date:02/01/2024
Type: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 took a title loan from titlemax of ****, when my father died of COVID in 2021. I defaulted on the loan. I have not had any correspondence from titlemax since. On 1/27/24, my car was taken from the parking deck at **** ***** ******. I was given a paperwork stating the recovery information. I have since spoken with all parties concerned trying to retrieve my personal property. I was told the vehicle went to auction. I have not received any notices regarding the repossession or the details of redemption. I cannot get anyone to tell me where or how to get my property back. I would also like redemption information. Every one I have spoken to has told me to call another place. I've called each place, to no avail. There was several hundred dollars worth of property in the vehicle, including my mother's cell phone, a laptop and a framing nailer not to mention our luggage and my paperwork for my property etc. I need my property. All I am getting is the runaround.Business Response
Date: 02/07/2024
February 7, 2024
Better Business Bureau
1169 Dublin Road
Columbus, OH 43215
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ******** ********
(Complainant). TitleMax of Alabama, Inc., DBA TitleMax, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they took a title loan with TitleMax and defaulted on the loan but have not had any correspondence from TitleMax since. On January 27, 2024, their vehicle was taken, and they were provided paperwork stating the recovery information. They have spoken to all parties concerned, trying to retrieve their personal property and cannot get anyone to tell them how to get their property back. In addition, they state they have not received any notices regarding the repossession or details of redemption. The Complainant requests the return of their personal property.
A review of TitleMax records reveals that on March 15, 2022, the Complainant obtained a Pawn Transaction in the principal amount financed of $2,000.00 at a storefront in ****, AL. The Complainant granted a security interest in a 2009 ********** ********* with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $2,279.80 on April 14, 2022.On May 3, 2022, the Complainant made a payment of $457.01 and refinanced their existing loan of $2,000.00. The loan was contracted to be repaid in full in the amount of $2,279.80, on June 2, 2022.
The second refinance was completed on June 29, 2022, in which the Complainant made a payment of $531.62 and refinanced their loan for the remaining balance of $2,000.00. The loan was contracted to be repaid in full in the amount of $2,279.80, on July 29, 2022.
A review of the payment history on the most recent refinance indicates there have been no payments made on the loan. When the payment was not made on July 29, 2022, the account entered a past due status. TitleMax attempted to contact the Complainant to assist with repayment but was unsuccessful. On January 27, 2024, the vehicle was repossessed. The Complainant currently has a past due balance of $2,559.60.
To address their concerns regarding retrieving their personal property and redemption information, we have forwarded their account to the store location who has been attempting to contact the Complainant. We encourage the Complainant to contact the redemption department reachable at ###-###-####.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ****************************.
Sincerely,
BSG – Consumer Complaints
** *** *** ********** ** *****Customer Answer
Date: 02/13/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because:
I contacted the number given in the response, in an effort to resolve the matter. The redemption office stated that I should be transferred to the resolutions dept, so she did. The resolutions dept informed me to contact the legal dept. That was it. I do not have that contact information. Once again, I've contacted the appropriate people based on what I was told and all I get is shifted around. Nothing has been done. I was not able to discuss redemption or the return of my property.
Regards,
******** ********Business Response
Date: 02/21/2024
February 21, 2024
Better Business Bureau
1169 Dublin Road
Columbus, OH 43215
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ******** ******** (Complainant). TitleMax of Alabama, Inc., DBA TitleMax, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they contacted the number given in the previous BBB response, in an effort to resolve the matter. The redemption office stated that the Complainant should be transferred to the resolutions dept, and the resolutions dept informed them to contact the legal dept. They state they do not have that contact information. They have not been able to discuss redemption or the return of their property.
To address their concerns regarding redemption information, we have forwarded their account to the store location who has been attempting to contact the Complainant. We encourage the Complainant to contact the redemption department reachable at ###-###-####.
In order to retrieve their personal property, the Complainant should contact the store, which will then assist them in scheduling an appointment with Insurance Auto Auctions Birmingham.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ****************************.
Sincerely,
BSG – Consumer Complaints
** *** *** ********** ** *****Initial Complaint
Date:01/19/2024
Type: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 May 25th 2023 I received a loan from Title max in the amount of 2818.00. I was making monthly payments of 452.00 not knowing that it was only paying the interest. I now have a balance for 3522.50. I am requesting that Title Max settle this loan for a lower amount since I have already made numerous payments. The terms of this loan was not properly explained and is ripping people off. If Title Max is willing to settle for a lower price I will gladly pay the loan off and close this account.Business Response
Date: 01/23/2024
January 23, 2024
Better Business Bureau
1169 Dublin Road
Columbus, OH 43215
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** **** (Complainant). TitleMax of Georgia, Inc., DBA TitleMax, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states that on May 25, 2023, they received a loan from TitleMax in the amount of $2,818.00. They were making monthly payments of $452.00, not knowing that it was only paying interest and now they have a balance of $3,522.50. They are requesting TitleMax settle this loan for a lower amount since they have already made numerous payments. The Complainant claims the terms of the loan were not properly explained.
A review of TitleMax records reveals that on January 26, 2023, the Complainant obtained a Pawn Transaction in the principal amount financed of $2,818.00 at a storefront in Savannah, GA. The Complainant granted a security interest in a 2013 Dodge Dart with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $3,268.59 on February 25, 2023. The Complainant completed one (1) extension and accrued $211.35 in late fees. On April 14, 2023, the Complainant made a payment of $361.95 and refinanced their existing loan of $2,818.00. The loan was contracted to be repaid in full in the amount of $3,268.60, on May 14, 2023. The Complainant accrued one (1) late fee of $129.16.
A final refinance was completed on May 25, 2023, in which the Complainant made a payment of $579.76 and refinanced their loan for the remaining balance of $2,818.00. The loan was contracted to be repaid in full in the amount of $3,170.25, on June 24, 2023.
A review of the payment history on the most recent refinance indicates there have been no payments made on the loan. When the payment was not made on June 24, 2023, the account entered a past due status and was assessed a late fee of $352.25. The Complainant currently has a past-due balance of $3,522.50.
At the time of loan origination and each refinance, the Complainant signed a Pawn Transaction Disclosure Statement and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and Regulation Z. In addition, the agreement includes notices on Extension and Continuation which states: “The initial term of the Pawn is 30 days, and the Pawn may be extended and continued for additional 30-day periods with the agreement of Pledgor and Pawnbroker. We may agree to extend the Maturity Date in our discretion. As a condition to extending the Maturity Date, for the initial extension and each subsequent extension, you must pay an amount equal to the then outstanding Pawnshop Charge (including any chargesaccrued after the Maturity Date, as described in Section 7 below), and (b) satisfy Pawnbroker’s applicable criteria for extensions. If you do not request additional funds as part of your extension request, then the original Pawn will be continued.” By signing this agreement, the Complainant acknowledged their understanding of the terms and conditions of the loans.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. TitleMax strives for excellent customer service and remains willing to work with the Complainant to assist them in paying back their loan. We encourage the Complainant to contact TitleMax at ###-###-#### to arrange a mutually acceptable repayment arrangement for this account.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ****************************.
Sincerely,
BSG – Consumer Complaints
** *** *** ********** ** *****Customer Answer
Date: 01/23/2024
Although the terms were not explained this way, I have spoken with the business and I’ve been offered a lower settlement amount.
Better Business Bureau:
I accept the business's response to resolve this complaint.
Regards,
****** ****
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