ComplaintsforUnited Finance Company

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  United finance has claimed I still owe money from November of 2023. They have reported to all three credit bureaus that I am paid current through December. I called despite my disabilities that they are refusing to make *** accommodations for to pay for ******* and February. They refused saying I needed to pay what was still owed for November as well. They will not create an email, chat, or text option. I travel for work so snail mail is not something that will work. I have PTSD from my sons fathers death that causes severe panic attacks or anxiety attacks regarding phone calls. I have requested many times for them to create another form to contact them. They have refused and continue to call which continues to trigger my PTSD. Not only are they refusing payment for ******* and February unless I also include what was ALREADY paid for November, they are refusing to be *** ********* in regards to creating an alternative accessible way to contact them. They need to fix their system, and find out what the employee did with my payment. They obviously reported it as paid, I have downloaded my credit reports to show this. Im mailing in physical money orders for specific months at this time because I can no longer trust them to keep track of my payments.

  

  Business response

  03/13/2024

  United Finance *** has provided the attached response letter in reference to complaint ******** filed by ***************************.

  Customer response

  03/18/2024

   
  Complaint: 21410216
  
  I am rejecting this response because:
  See attached word document.
  Sincerely,
  
  ***************************

  Customer response

  03/18/2024

   
  Complaint: 21410216
  
  I am rejecting this response because:
  See attached word document.
  Sincerely,
  
  ***************************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In 2012 United Finance financed a car for me. Original debt was $5545.00. I was unable to make the payments so I did a voluntarily return of the car within the first couple months. The car was then sold at auction for $800. United Finance then Garnished my wages and received a total of $5660.54. Now I am being garnished again for $21,109.72 on a car they got back plus $5660.54 they received from my pay being garnished. I called and talked to **** at the ******** location who was rude and offered no help. All he kept asking was what I can afford to pay each month. Really. The car was returned voluntarily plus got $5660.54 from my garnished wages and now want $21,109.72.

  

  Business response

  02/22/2024

  Please let the attached response letter and supporting documentation serve as the response of United Finance *** as it relates to complaint ID ********.

  Thanks,

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

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2012, I got a car loan in the amount of ~5k on a car (**** Saturn Vue) that was valued under 9k. I put **** down cash.Due to a relationship ending, the car was put up for voluntary repo by the co-signer. The car was then repoed and resold within 30 days. I was then given a letter stating I owed over 9k to the finance company, despite making all but one payment on time before the repo.I refused to pay for a car I no longer had, which they resold (and recouped their money +) after a repo I personally did not authorize. I now magically have a garnishment on my wages for a sum OVER 15K.Absolutely not. I'm not responsible for any of this bill, a decade later, on a car I don't own and that was resold at a profit.

  

  Business response

  02/13/2024

  United Finance *** has provided the attached letter in response to complaint ID ********.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a loan for **** I believe and they took me to court to Garnish my wages, I have since paid them ****, they reported to credit union that my account was charged off and they just reported my loan went up another ***** and they aren't reporting i am currently paying them.

  

  Business response

  01/12/2024

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

  United Finance *** has provided the attached letter in response to your complaint which was filed 1/11/2024. Thank you for your business and we hope this resolves your concerns.

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

   

• Initial Complaint

  10/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a sales quote for my car through Carvana and they require a 10 day pay off which includes an "overnight address" and per diem be loaded on their website but they refuse to send this by email. They said they would mail it, but I need it electronic. How am I supposed to sell my car. Am I not allowed to sell?

  

  Business response

  10/11/2023

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

  Thank you very much for being a customer of ********************************************* Co. I have had a member of our executive staff try to reach you regarding your request for an electronic payoff quote that includes a per diem and mailing address. ************* he was unsuccessful in his attempts. If you still need assistance with this issue please contact me directly at ************.

  Thanks,

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

• Initial Complaint

  08/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing this letter to file a formal complaint against United Finance Company regarding their blatant disregard for my rights as a borrower and their unprofessional conduct throughout my auto loan process. The following issues highlight the companys violations and the negative impact it has had on my personal and professional life. The following details outline the nature of my complaint:1. Failure to Provide Auto Loan Documents: Despite my repeated requests to United Finance Company, as well as the auto dealership involved, I had not received copies of my auto loan documents for the vehicle I purchased on May 20th 2023. This failure to provide the necessary loan documentation is in direct violation of the Federal Trade Commissions Truth in Lending Act (TILA), which guarantees borrowers the right to receive all relevant loan documents. Both the auto dealership and United Finance Company have neglected their legal obligation, thus leaving me without the necessary documentation to fully understand and manage my loan obligations.2. Unlawful Vehicle Repossession: After explicitly informing United Finance Company that I would not make any further payments until I received copies of the loan documents as required by FTC's TILA, on July 24th 2023 at 04:24 the company proceeded to repossess my vehicle. This repossession was conducted without any legal justification and is a clear violation of my rights as a borrower. By disregarding my legal rights, United Finance Company has exhibited a concerning lack of professionalism and adherence to state and federal regulations.3. Inability to Retrieve Personal Belongings: Following the vehicle repossession on July 24th 2023, United Finance Company and its repossession company had failed to accommodate my need to access these belongings, causing me significant financial loss, hardship, and disruption to my professional activities. This continued for a period of twelve days, ten business days.*SEE ATTACHMENT FOR COMPLETE COMPLAINT AND SUPPORTING DOCUMENTATION*

  

  Business response

  08/09/2023

  Attached and also below is the United Finance response to the customer complaint received 8/7/2023 with the assigned ID of ********. Per the instructions from BBB we will identify the complainant as customer and not use any personally identifiable information. Customer outlined three specific complaints which we will address individually below. After a thorough review of account history, time stamped system documentation and employee statements we have concluded that all laws and internal policies were followed.
  Complaint #1 Failure to provide loan documents:
  United Finance purchased a retail installment sales contract from ************************************ opening the account with customer. While we are not the originator of the sales contract and not the party responsible for delivering the loan documents, we verify that the documents are received prior to purchasing the contract.
  On 6/2/2023 United Finance employee ******************** verified the terms of the contract personally via phone call with customer. ******** confirmed having his copy of the contract. If a customer doesnt have a copy during the call our policy is to not confirm and wait until the consumer has a copy from the dealership.
  On a phone conversation with the Branch Manager, ************, on 06/21/2023 customer committed to pay online on 06/23/23, manager emailed him a due date change form and went over our due date change policy, customer did not mention not having or needing a copy of his contract.
  On a 06/30/2023 phone conversation customer first mentioned that he did not have a copy of the contract, and demanded a copy of the contract before he would make a payment. He made the demand after confessing he didnt have the money to make the payment as promised or pay any time soon. Since he wanted it immediately and United Finance was unable to email him a copy, the branch manager recommended for him to go to the United Finance office in Hillsboro where he could attain a physical copy. He ended the call by telling the branch manager he would call the manager back after the discussion turned to him needing to do a voluntary repossession if he is financially unable to make payments.
  After the conversation with the customer,  the manager proceeded to call ***************** from ************************************ about customers statement he didnt get a copy of the contract. ************ remembered clearly leaving a copy for ******************** in the **** Chevrolet Express **** van on the date he picked up the van. Later that day manager confirmed with ************ he made contact with customer and after their discussion customer admitted to receiving a copy of the contract.  On 07/01/2023 customer proceeded to make an online payment which was contrary to his comments of refusing to make a payment until he received a copy of the contract. That payment was returned. When contacted about the return payment on 07/07/2023 he did not mention needing a copy of his contract. On 07/24/2023 the manager spoke to the customer and informed him that he confirmed that dealer and he spoke and he confirmed he got a copy of the contract.
  
  
  Complaint #2 Unlawful Repossession:
  On 06/21/23 the manager called the customer and took a commitment from him to make his first payment that came due on 06/20/2023 to be made on 06/23/2023 online. During the call he informed customer that missing the first payment is a breach of contract and is taken very seriously. A failure to cure the breach can lead to repossession and or legal action. This was also mentioned during the verification of the sales contract prior to United Finance purchasing. When customer failed to pay on 06/23/2023, manager called and left messages for customer on 06/27/2023, 06/28/2023, 06/29/2023, and 06/30/2023.Manager also emailed him to contact our office on 06/28/2023 which would have hit customers email on 06/29/2023, and sent a contact text on 06/30/2023 and sent a 1st payment default letter on 06/28/2023. On 06/30/2023 during managers conversation by phone with customer, where he admitted to not having the financial capability to make the payment and not knowing when he could pay, United Finance discussed him doing a voluntary repossession to our **************** or otherwise the **** Chevrolet Express would be out for involuntary repossession.He proceeded to make an online payment on 07/01/2023. When United Finance received notice that the online payment did not successful process customer was contacted on 07/07/2023 by **************** in our office. During the call he was informed that the payment was returned and that there was $35 fee. He ended the call by hanging up on ****** without providing a resolution to the returned online payment.  He was texted of the return payment on 07/10/2023, and voice mails left on 07/12/2023, 07/13/2023,and 07/14/2023. Due to lack of communication, failure to remedy his failed online payment, multiple broken promises and coming due for his second payment on 07/20/2023, manager assigned the **** Chevrolet Express **** Cargo van for repossession with American Asset Recovery. On 07/24/2023 after the vehicle was picked up without breach of peace the manager informed ******************** that we do not need to provide Notice for repossessing the vehicle, and we informed him multiple times of the repercussions per the contract for his failure to pay.The repossession was lawful and followed company procedures based on account status.
  
  Complaint #3 Inability to retrieve personal belongings:
  On 07/24/2023 manager provided American Asset Recoverys phone number to customer to retrieve his personal belongings.  He informed customer the tow lot is many times unmanned and he would need to contact them to set up an appointment to retrieve his personal belongings and not to just Show up.  If they dont answer leave them a voice mail.  From discussions with American Asset Recovery,  customer did make contact and set up appointments to retrieve his belongings, but did not show up for his appointments, and had issues getting all  his belongings out the first time. As for details of what occurred with American Asset Recovery they communicated with customer by phone, text and in person. We deem their communication and availability to deliver customers personal belongings acceptable and within standard business practice.

  Customer response

  08/15/2023

   
  Complaint: 20435528
  
  I am rejecting this response because:
  The information provided in his response seems to come from the loan and borrower communication records kept by the company and many of the statements he has provided are in direct conflict with the loan and borrower communication records which I received during a review of the information on July 25th 2023. In fact parts of the information *********************** provided, including corrected communication dates as well as statements made and/or received, come directly from the records I kept and provided them on July 25th *****************************************************

  
  

  While some of the statements made by ******************** are true and accurate accounts much of it seems to have changed completely and/or have false statements added to seemingly justify the companies blatant violations of FTC regulations, unlawful repossession of the vehicle, as well as the part they played in not allowing me access to my personal belongings, work tools, equipment and materials for a two week period.

  
  

   

  
  

  I was going to go through the response and point out each and every false statement, pointing out the changes made to the companies loan and borrower communication records since I was first provided them but I dont see the need for me to do so because I know that youre aware the information you submitted here to the BBB is that of falsified records, I know this because of the voicemail you left me just moments after you submitted your response to the BBB.

  
  

  *********** Deposited a new message:

  
  

  Hi, message for ******. ******. This is *********************** calling from United Finance. Just wanted to let you know I responded to your, **, online, **, better Business Bureau complaint, um, wanted to see if theres anything, um, I can do for you or questions you had. Um, hopefully we can move forward from this. Um, if you have any questions, please do, give me a call. **********. Thank you.

  
  

  That voicemail is whats known as Post Offense Conduct, it is and will be used in court to support proof of guilt by United Finance and yourself. You see ******************** everyone knows that when a company and/or person is innocent they dont make contact with an accuser in an effort to make amends. Only the guilty do things like this, they do so because they have a conscience and a guilty conscience when they've done something wrong.

  
  

  Im tired of the game you and your company are playing and Im tired of my time being wasted. Im eager to hear what defense and lies youll offer up to the ****** **** FTC, *************************** and local news media.

  
  

  Regards

  
  

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

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This place I got a title loan on 12/08/23..my first payment was due on January 17.i had a week grace ************ I had to drive the car ther e so they could take a picture and they failed to do it .so they wanted me to drive back to ******** so they could take a picture..well I couldn't..and they would except a email picture..I had called them yesterday to tell them my payment would be late and woke up today to a tow truck taking it .I am not even thirty days late..this is such bad business.

  

  Business response

  02/11/2023

  Please let the attached letter serve as the response of United Finance Company as it relates to complaint Id ********.

  Customer response

  02/11/2023

   
  Complaint: 19362780
  
  I am rejecting this response because:
  
  Sincerely,********************That is a lie.i had to talked to ****** the day before it got repoed..and I had talked to another lady on the sixth..poor business practice..I have never heard of such a thing..and you won't get three hundred out of that car..and u guys failed to take pictures..I wasn't even thirty days late on payment
  
  *******************

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company picked up my car after 12 days past due. I tried repeatedly to contact them to tell them why I didn't have the payment on due date (car was broke down and needed repairs) but they have no voicemail to leave a message on. I am a delivery driver and lost wages and tips due to this. I got a letter that I need to pay in full or by the 15th it's being sold. 10 days after letter, 15 days after repo and not even 3 weeks after payment due date. I'm a widowed mom of 3 doing my best and this company preyed on me. I even paid $2000 down to the car lot.

  

  Business response

  07/14/2022

  Thank you for bringing your concerns to our attention. Please accept the attached response letter in reference to the complaint.

  Sincerely,

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

  Customer response

  07/14/2022

   
  Complaint: 17536269
  
  I am rejecting this response because:
  Firstly,united finance took possesion of vehicle july 1st, not 5th. A holiday/3day weekend, leaving me unable to communicate with anyone for 3 days. On july 5th i was told over the phone by *****, your branch manager that i owed the past due plus repo expenses totalling just under $700 which I agreed I could pay by the 15th. If we can't come to a reasonable agreement I'll be forced to file bankruptcy and knowing all well, that it won't be beneficial to either party. I agree I owe a debt, but I was sold a lemon and because of that I was unable to work and make the payment. Now I understand this is not the banks issue and and I did try to contact them to no avail. Also, I never received a letter and the only text was a generic payment reminder. Sincerely,
  
  *********************************

  

  Business response

  07/20/2022

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

  You are correct that the vehicle appears to have been picked up on July 1st after business hours. Our practice is to date the repossession notice and notice of our plan to sell property with the next business day which would have been July 5, 2022. This gives the debtor more time to redeem if they choose. It appears that *********************** our branch manager spoke to you on July 18th 2022 and agreed to allow redemption for less than full balance if the funds are received by noon on Friday July 22nd, 2022 which is within her discretion. I hope this compromise resolves your concerns.

  Sincerely,

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

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wanted to reverse my payment if ****** dollars for my daughters car payment as she didnt follow through with repaying me. . I called the company and they refused to help me.

  

  Business response

  04/28/2022

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

  Thank you for taking the time today to discuss your concerns. As I mentioned on the phone, since we have no current business relationship with you, I believe your best course of action is to dispute the transaction through your financial institution. Since this has already been done I would expect a resolution soon. 

  Sincerely,

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

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I applied for a loan at the ******** office on ******** and they advised me that maybe I should do that application in ********* so I did upon doing so they denied me before I applied they said as long as my credit score was event 500 I would be fine and my credit score is just below 600 so I waited two days for them to get back to me and they said that I needed a cosigner well then I can't find a cosigner so then their manager **** said that he might be able to help me well now that I have they know that I have a driver's license in ****** but I stay with my son in Washington they are not able to help me that doesn't sound right to me and I think that is just discrimination in my opinion because I have no bills right now I would totally be able to afford the loan payment and I just feel like they're discriminating against me and I think it's wrong I would like some sort of resolution

  

  Business response

  11/05/2021

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

  
  Thank you for bringing your concerns to our attention. It is my understanding that *********************** one of our Vice Presidents reached out to you on November 4, 2021 and provided more explanation on our lending guidelines. He told me that you were satisfied with his response. If that is not the case or you have further questions you are welcome to contact me at the number listed below.

  
  Thanks,

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

*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. ↩