ComplaintsforHometowne Capital

• Initial Complaint

  07/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contacted hometowne capital to payoff my contract with them for a trailer. I owe $678.75 on the trailer. Per our contract, a 40% discount is applied at payoff. When I attempted that on 7/19/2024. I was told the payoff is $499.00 which is less than the contracted 40%. I attempted to speak with a supervisor named ***** ( no other identifier ) who told me I had to pay $499.00 and not the $407.25 40% discount amount. The company has failed to honor their contract.

  Business response

  07/19/2024

  ******************** complaint is mistaken.  As was explained to him during the call, he is past due on his account by 27 Days and his balance includes the past due amount and late fees.  His contract explains these additional charges very clearly.  This was also explained to him during his calls to our office by multiple Account Managers.  He did not accept this explanation and continued to argue  with each agent, telling agents they were wrong, and eventually hanging up on an Account Manager. The correct payoff--for today--is what he was quoted during his calls today.  I am not including the numbers or terms in this response due to privacy protections.

  Customer response

  07/25/2024

   
  Complaint: 22013259
  
  I am rejecting this response because: 

  neither agent explained anything, the only response given by each agent was your late and the full payoff amount includes your late payment. To which I again stated that 40% of the payoff balance was less than the amount given. Both agents I spoke with were rude, over talked me and kept saying $678.75 was balance on the account and the 40% payoff discount is calculated off that. Hometowne capital agents refused to try and work with me or to explain the higher amount. ***** the supervisor stopped speaking to/responding to me during the call and after several minutes of silence I did hang up. The second agent I spoke with after I received a message to call the company was also rude and hung up on me. These calls are recorded on both sides and I would suggest they review the recording before making slandering remarks. I do not believe this company has any intention to try to remedy the situation. 
  
  Sincerely,
  
  ***************************

  Business response

  08/01/2024

  To whom it may concern, 

  The day **************** called in to inquire about his payoff, Friday, July 19, he spoke with 2 of my agents over the phone. Both agents quoted his payoff & explained why it was different than what he expected it to be. The customer refused to listen & demanded that we close out the account for the amount he expected to pay. When he did not receive the answer he wanted, he took matters into his own hands to reach other members of the company in the attempt to get his way. Somehow he obtained an owners cell phone number which he called & left a voicemail on. He then went to our company website & directly emailed our Director of Sales. The email was then forwarded to me, the Director of ******************* I have attached this email communication between myself & **************** for reference.

  
  Thank you, 

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a trailer 2-1-2024, we are now in April and I have tried to no avail to obtain registration and tag to the trailer. I havent been able to utilize it because its not properly registered. I have reached out to the company, and the selling lot and no one is returning my calls. I have to continue to make payments on something I can not utilize. I want the registration completed or I will be escalating this to the board. This company rating is 1.7 is very alarming

  Business response

  04/09/2024

  A tag was mailed to this customer today.  In fact, this morning, she spoke with someone at our office. The customer's account is currently 8 days overdue.

  Customer response

  04/10/2024

   
  Complaint: 21548712
  
  I am rejecting this response because: A payment has been processed. You can not hold registration and tag for payment even if they was the case. We are in month 3, several payments have been made. 
  
  Sincerely,
  
  **********************

  Business response

  04/11/2024

  We did not hold the tag.  We were waiting on the dealer to send the required paperwork in so that we could apply for the tag.  Again, we received that information and applied for the tag on Monday.  It was received and sent out to you on April 9.  Thanks.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I leased a utility trailer through Hometowne Capital and was not made aware that I was required to get insurance and were under the impression that being a lease the property was covered under the 800/month payment. The trailer was later stolen from a family property, where weve never had theft issues, but it was supposed to be equipped with a GPS tracker. Contacted the recovery guys and they gave me the run around. The police report was filed, and they continue to harrasss me. I think they may be running some type of plot, because we werent told that we needed to get insurance, then to be stolen while secured with multiple locks and GPS tracking. They sent me a notice saying they are suing me, for the full balance. I only had trailer 2mo before mysteriously stolen.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  12/08/2023 I was approved for financing by hometown capital. I put $1400.00 down. 12/12/023 I was informed that a repo was placed and a driver was at the trailer location to repo trailer. Luckily the trailer was locked in a gate, I notified hometown capital and I was told that they made a mistake approving me for the rental and they should have not rented the trailer. Also there would be no refund of my $1400 because they rented to me before. which I returned rental because the dump trailer did not lift. So I am stuck holding a trailer that has no registration or tag basically useless and have to hire a attorney to get some sort of resolve for my money that I put down.

• Initial Complaint

  09/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a payment agreement with my account manager in August where half of my contract payment would be taken out at the first of September. On September the 2nd $147.81 was taken out of my checking account. I was to pay the remaining amount of147.81 on the 14/15 of September 22 completing my payment of $321.12. When I checked my bank records on 9/16/2022 they had taken $321.12 out of my checking account. I called them to try to settle the dispute and the customer representative I spoke with said there was no record at all of me setting up this arrangement with my account manager, no notes of anything. She told me she could not refund the amount I over paid and I would need to call my account manager at the first of the week. Well, this is fine, but now my checking account is overdrawn because of their negligence, and I am stuck having to work all weekend with no money because their mistake. Now, I will be out another $30 ODF. This is not the first time I have had this issue with them. They are rude, and their attitudes are very unprofessional to their customers when you do have to call them. They can come get their merchandise for all I care at this point. This has caused me a major hardship and it needs to be made right ASAP. In my complaint I want it to be known that even if they do refund the amount they have overcharged me their business etiquette is as low as it gets. I hope other customers will read this be very leery about doing business with them as they obviously are there to just draw a check and nothing else.

  Customer response

  09/21/2022

  I spoke with my account manager on Monday September 19th, 2022. She stated per our conversation in August I had asked to pro-rate half of a payment for the month of September, meaning I would pay half of the total payment at the first of the month and then pay an entire payment on the original due date at the middle of the month. This is clearly not what I asked for. I even had her repeat what I had asked for to ensure she understood me. She repeated what I asked for and we agreed upon it. I told her I wanted to move my payment date from the first of the month to the middle of the month because this arrangement would work better for me. Once again, the arrangement we made was to pay half at the first of September and the remaining amount on the 15th. Now given this conversation, how would one take my original question of dividing one payment into half payments-to making an extra half payment at the first of Sept. and then making another whole payment at the middle of the month? There was nothing in our conversation which implied this. They offered to play back the message, but why would I want to listen to it when I know exactly what was said in our conversation in August and what the account manager and I agreed upon? They still insist I am wrong. **************** is in shambles with this company, not to mention, their professionalism is obsolete. They still need to make this right as they have caused me a huge financial inconvenience at their cost caused by their negligence.

  Customer response

  10/04/2022

  I have not heard from the company.

  Business response

  10/05/2022

  We cannot, and will not, discuss specifics of a customer's account in a public forum, or with any other party other than the customer directly. We will simply state that we dispute ********************** statements in this Complaint, and we have reviewed the phone calls between our team members and ******************, which support our position. He has not been overcharged or had any payments drawn from his account without his permission.

  Customer response

  10/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's more than obvious there is not only a huge communication issue between my account manager and I; not to mention a HUGE comprehension issue which is not on my part. I would not be using the BBB to assist with my complaint had I agreed to the so-called agreement between myself and my account manager. No matter how you dissect the conversation we had it still comes down to the fact I CLEARLY asked to make half a payment on the date specified and the other half on the date agreed upon. How would you even gather in our conversation I had wanted to make a half of a payment and then another whole payment??? The whole reason I set this payment arrangement up was so that I could weigh out other expenses I had obligations to. If I had the finances to make a payment and half of another we wouldn't be having this conversation right now at all. I do NOT acceot this response. Since this is a buy here pay here deal Hometown Capital can make arrangements to come get their trailer. I will NOT be responsible for any expenses accrued in the seizure of it as they have an extra $120 of my money as it is.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has started contacting me via text messages stating my previous company ********* ******* had sold my loan to them. I told them I had not received anything in writing, they told me they did not have to notify me. They have been extremely rude and unprofessional including hanging up on me. I know nothing about this and need help.

  Business response

  06/13/2022

  Business Response /* (1000, 5, 2022/06/03) */ This customer does not have a loan with us. She has a rental-purchase agreement with *********, LLC. Beginning May 1, 2022, Hometowne Capital Management took over management of *********'s agreement from a company called **** *****. This customer has been notified by letter, texts, and phone calls of this. On June 1, when told that she was on the repossession list due to her non-payment in multiple months, she stated (on a recorded phone call) that "I got too much firepower" and that "a driver wouldn't live if he came out here to pick up the shed." No one from Hometowne has been rude or unprofessional to her.

• Initial Complaint

  05/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had our contact canceled before the due date and texted someone to come pick the trailer up. Then we check our bank account and they took a payment. Everything was canceled before the due date! When we called ***** the CR was absolutely awful! She didn't want to help and just kept wanting to argue with me. Then she had the audacity to hang up the phone! She was absolutely unprofessional. I have kids to feed and they took money out of their mouths! Hope their happy.

  Business response

  06/23/2022

  Business Response /* (1000, 6, 2022/06/01) */ On the morning of May 20, Hometowne received a text from our customer, Mr. ******, requesting that we come pick up the rent-to-own trailer that we provide the management services for. The customer was set up through a third-party web payment that Hometowne uses to provide customers with the ability to make payments through. That payment, which was for a past due amount and was already set to run that same day, was drafted from the account automatically on the same morning that Mr. ****** sent his text message. At approximately 9:35 AM that morning, a Hometowne Customer Service Representative (CSR) called Mrs. ******, who is the wife of a customer, and informed her that she would need to go in on the website and cancel the web autopay on their end (we do not have access to that information-the customer has to make those changes directly) before their next payment due date of May 30 or the payment would automatically run. Each of our calls with Mrs. ****** were recorded. I have personally gone back and listened to each of these phone calls prior to preparing this response. On the morning of May 23, 2022 at 8:49 AM, Mrs. ****** contacted our office and was upset that the past due payment from May 20 had been drafted. A Hometowne CSR calmly and succinctly explained to her that the May 20 payment had already been drafted on the morning and that the call that she received on May 20 was to advise her to cancel the web auto pay so that the next payment on May 30 would not automatically draft. Mrs. ****** began to yell and scream at this CSR, who again attempted to explain to her what occurred and the timeline of events. Mrs. ****** then started to repeatedly curse and yell at the CSR, who very clearly responded to her that Mrs. ****** didn't have to curse at her. After being berated by Mrs. ******, our CSR explained that she was going to end the call since she was cursing and yelling at her. Mrs. ****** continued to scream and the Hometowne CSR correctly ended the call. It seems that because Mrs. ****** continued to yell and scream at my CSR, she may not have heard her explain that she was going to end the call due to her behavior. Mrs. ****** immediately called back and spoke with the same CSR. ****** started the phone call off in a threatening manner by stating "Do not hang up on me again because it would not be a good thing for y'all." Our CSR explained that she has been advised that if a customer curses at her, she is directed to end the call. That is correct. ****** admitted to cursing this CSR, but blamed the fact that she cursed at her on the CSR. Consumer Response /* (3000, 8, 2022/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did not text the company May 20 to pick up the trailer we did Thursday, May 18, 2022. Our phone records will show that we did that. Not on the morning of May 20. Apparently the reason why I got upset is because the company basically stole money out of our bank account which is money for our children to eat on. I'll show the proof of my husband texting on May 19 to pick the trailer up.

*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. ↩