Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/03/2022

  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.

  In April this year my wife and I bought a shed for storage from this company it was delivered it was never level the door was broke the door k*** was broke and now we have discovered the floor joists underneath this so-called storage shed have four of them that are broken so the floor is like a sponge Ive talked to them a few times they tell me too bad so sad And then wonder why my payment is late go figure. there are multiple holes in the shed its not sealed insects get in all the time terrible company will never do business with them again do not recommend them I hope they go down in a ball of flames there unprofessional.. but as long as they get their money theyll be quiet and not fix your shed. thank you Hopkins youre the greatest ever not yes that was sarcasm at its finest case you cant figure it out being from Tennessee and all.

  Business Response

  Date: 11/11/2022

  We regret the customer has had a frustrating experience with the building, but after review of his account this is the first time it has been brought to our attention the customer has had any issues with the condition of the leased building. Our review of the customers payment records and detailed history of interaction with the customer reveals a pattern of irregular payments. Because of the irregular payments there has been constant communication between the customer and our business to have his account removed from default. According to our records, throughout the course of the communication with the customer regarding his payments, the customer has not made any complaints about the condition of the building. Currently, the customers account is in default status and being scheduled for recovery. If the customer is not happy with the condition of the building he can voluntarily surrender the building through our recovery efforts without any additional cost associated with his lease payments.  If the customer chooses, he still has the option of reinstating his agreement and avoiding repossession by bringing his account current. 

• Initial Complaint

  Date:10/31/2022

  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.

  Purchased a trailer from Trailer World. They use Hopkins Investments for financing. Trailer was purchased 4/21. I put $300 down, paid monthly $196.00 plus fees. 18 months later, Hopkins issued a repo after I paid $3,600 in payments. My due date was originally the 23rd. I made certain I paid before the account went 30 days delinquent because I had been told about repo status at the 30 day ***** On 10/21/22, I was told my account was in repo status. I was confused because it had not been 30 days past due. Told by a rep from Hopkins that due to partial payments, the system automatically changes your due date. On the 21st, they put the account on a 1 day hold to allow me to pay. I called back on 10/22 spoke with ****-Supervisor in the **************** **** said I could pay $100 and the remaining balance of $111.00 plus fees in 7 days. I confirmed with **** that I had until 10/29 by 2 pm (before they closed). To provide background, it was common for Hopkins to accept partial payments when your account was nearing 30 days and you would be given 7 days to satisfy the balance before the account was assigned to repo. I had been traveling October ***** and returned home on 10/28 to find the trailer gone. I called on 10/29, I was told **** was out but they could see the payment made on 10/22, but **** had failed to make any notes including notes about the credit card payment (which they were supposed to). **** failed to take the trailer from repo status then when I spoke to him 10/31 he claimed he had a note on his desk giving me until 10/28 to pay. Contradiction because the repo company picked the trailer up on 10/27 and a Hopkins rep confirmed **** left it in repo status effective 10/21 even after speaking to me on 10/22. He lied to cover it up. I had to pay $525 repo fee plus my payment. Ironically received a statement on 10/24 account current. I was told a manager would call me. No call. I asked for Legal. Nothing. How many more people will this company get to do this to?

  Business Response

  Date: 11/08/2022

  We sincerely regret the customer has had a frustrating experience. We received the customers complaint and reviewed her account. The customer leased a utility ******************** pursuant to a Rental Purchase Agreement.Pursuant to the agreement, the customer was scheduled to make payments of $196.11, plus fees, on the 23rd of each month, for each month that the customer desires to lease the utility ********************.  In October, the customer made a partial payment of $100.00 to partially renew her lease on a day to day basis through the month of October. The partial payment created a variable due date within our system for her to pay the remaining balance for her October payment. Because of the partial payment, there was a miscommunication within our system that failed to take the customers account out of repossession status.  We have been in constant contact with the customer and we understand her frustration. Subsequently, we issued a refund in the amount of $525.00 to her on November 2, 2022 for the repossession charges, the trailer was redelivered to her on November 4, 2022, and we have waived her monthly payment for the month of November.  The customer is currently in good standing with our company and she does not have a payment due until December 4, 2022. 

  Customer Answer

  Date: 11/10/2022

   
  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. 

  Furthermore...there should be more people like ***************************. He took the time to listen, empathize, follow up, and most importantly-be truthful and stand my his word. 

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

• Initial Complaint

  Date:10/19/2022

  Type:Order 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 2022 Shadow Stablemate horse trailer and paid it off in May 2022. I still have no title even though Ive been consistently asking the company for the title. Ive called and emailed. No response.

  Business Response

  Date: 10/24/2022

  We sincerely regret the customer experienced a delay in receiving her title.  It appears we made an error in the coding of her account which prevented the paperwork from processing.  Upon notification of our error, we immediately researched the customer's account, identified our error, and priority mailed the title on Friday of last week.  The tracking indicated the delivery should be received today, October 24, but if the customer does not receive the title she should let us know immediately.

• Initial Complaint

  Date:10/17/2022

  Type:Order 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 07/09/2021, I purchased a car trailer and during this elapsed time period, it has been one issue after another. They tried taking 2 payments out of my account twice, refuse to except my new form of payment after battling to get those payments straightened out. Never sent me a title to be able to be compliant with the contract,issued a repo on the trailer do to the above mentioned payment issue. And there isn't even a vin number on the trailer!. I have done research on the vin they claim to be for this trailer and it shows that that vin has never been sold. The web site portal where I made my payments before now says ther is no active contract with them. This is the main issue of my complaint but there is more on the contract that is not right either.I have proof of everything I formentioned.

  Business Response

  Date: 10/28/2022

  We regret the customer has had a frustrating experience, but after review of the customers account, the detailed history of the interaction with this customer reveals that she is late on her regularly scheduled monthly payment.

   

  On July 9, 2021, the customer entered into a rental purchase agreement for the lease of a trailer. Because this is a rental purchase agreement, no ownership interest in the property will transfer to the customer until she pays the full length of the agreement through regularly scheduled monthly payments or she chooses to exercise the early purchase option.

   

  The customer made her regularly scheduled monthly payment through an online processing system. She made a payment through the online processing system on 8/29/2022 to cover her September payment that was due on 9/9/2022. Her next payment was not due until 10/9/2022, however she authorized another payment through the online processing system on 9/1/2022. We communicated to the customer that the payment could not be reversed, but the payment would be applied to her next scheduled monthly payment on 10/9/2022. Later on, the customers payment that was intended to cover her October payment was returned as NSF. It was communicated to the customer that her payment had been rejected and she would have a payment due on 10/9/2022. The customer has failed to make her payment for the month of October and her account has been turned over to the recovery department.

   

  If the customer chooses, she may reinstate the agreement and avoid repossession of the trailer by bringing her account current. It is unfortunate, but the customer was notified that her payment was rejected and she has failed to make her regularly scheduled monthly payment. Our company policy was followed for this customer and she still has the ability to resolve this matter by reinstating her agreement.

   

  

  *************************;| Attorney

  216 **************** | P.O. Box 726

  *****, ** 38242

  ************ ph | ************ dr

  ************ tf | ************** fx

  www.hatlawfirm.com  | View V-Card

• Initial Complaint

  Date:09/24/2022

  Type:Order 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 trailor from *********** in ******* ** approximately 6 months ago. I was told u could put $1000 down and finance the rest. The trailor cost was $4200. I asked for $3200 loan. I was told there was a no fee payoff after 3 months and opted for the financing. Somehow $500 of my cash deposit did not make it onto my paperwork. After 3 months the I called in to find that my payoff was somehow $6000+. I continued making payments until last month where I made a partial payment of 50%. I clearly forgot to pay the other 50% which was a grand whopping $70. On day 31 of not paying the $70 I was issued a repossession order to which I called Hopkins management and told them I would take care of it by Friday. (3 days away) They decided to send some jackleg to my house at 11pm on a Thursday to repo my trailor. Despite the arrangements made. Now they want $300 payment, $600 repo fee, storage charges, and late charges. Or I can pay it all off for $7k+. That would put me paying almost $9000 in 6 months for a $4000 trailor.At first I thought it was just me, but after speaking to the community where I've sent MULTIPLE business owners to chipper for heavy machinery, I can confirm this is a scam. The "no fee payoff" does not exist, part of my down-payment vanished, and the finance company is clearly repo happy. I'm sure they want to keep my $4000 trailor and the $2000+ I spent on it or have me shell out **** more. This has to be illegal, and needs to be shut down. After reading reviews and other complaints, it appears this company exists to s**** people and needs to be CLOSED.

  Business Response

  Date: 10/01/2022

  Tell us why here...The customer leased his ******************** pursuant to a Rental Purchase Agreement which he signed on March 16, 2022.  Our records reflect that he paid $600 the day the Rental Purchase Agreement was signed and was given credit pursuant to the terms of the rental purchase agreement for that payment.  The rental purchase agreement specifies it can be terminated at the end of any rental period or renewed for another month by paying the monthly rental payment by the due date.
  The customer received a customary welcome call and was mailed a payment coupon book to use for each renewal lease payment.  His first payment of $170.80 was due on April 16.  He made a payment of $170.80 on April 20 four days late.  The second payment was due on May 16. The customer made a payment of $170.80 on May 24 eight days late.  The next payment was due on June 16.  The customer made a payment of $175.80 on June 28 twelve days late.   The lease had terminated at this point because of nonpayment,however, this payment included a $5.00 reinstatement fee pursuant to the terms of the agreement.  The next payment was due on July 16.  The customer did not make any payment in July.
  When no payment was made, pursuant to the terms of the lease, the lease was terminated.  It is the right of the customer to terminate the lease at the end of any monthly rental period.  Pursuant to the terms of the agreement, it can be reinstated by payment of all amounts owed and the reinstatement fee of $5.00.
  On August 10, the customer made a partial payment of $140.00.  This payment partially paid the rental payment that had been due on July 16 but did not reinstate the agreement because it was not all that was owed. On August 25, the customer promised to pay the remainder owed to reinstate the agreement by September 7.  However, no payment was made.  Because the lease had not been reinstated, the customer failed to honor his commitment to pay on September 7,  and the trailer had not been returned,a repossession order was issued on September 9, 2022.  The customer was informed of this via text message and mail.
  The customer called on September 13 promising he would pay by September ******************************************************************************************** effect and would not be delayed to wait for any payment.
  It is our company policy that once a repossession order is issued, a customer must fully bring his or her account completely current to reinstate the lease, at which time we will recall the repossession order.
  The trailer was repossessed prior to the customer paying to reinstate the agreement.  

• Initial Complaint

  Date:09/20/2022

  Type:Order 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.

  We have been undergoing a lot of financial stress with my fianc getting a new job. We were expecting the paycheck to arrive Wednesday 9/21/22 so that we could pay up on all of our bills. But low and behold, they send a **** out while we were sleeping. When we realized this, the VERY next morning, I had already made SEVERAL calls to them, beginning at 8am in the morning-- up until about 4:30pm. It was like pulling teeth trying to get ANY kind of information from them. They claimed we had to pay a $600 ****SESSION fee, plus the past due amounts to get back our trailer. I paid the FULL amount within a couple of hours, and they just gave me a phone number to call to get my trailer back. This phone number they gave me refused to answer. I called at about 12/1pm, and several times after that. No answer. So now, I'm out of $900 and still cannot get ahold of anyone regarding ANY information about where my trailer is- not even what company took the trailer, and all Hopkins Investments can say is "it's out of our hands." As far as the **** fee goes, we were told that it was "NONNEGOTIABLE" and that it was "a part of our contract." My fianc and I have looked over our contract with this company multiple times. (S) REINSTATEMENT reads "A Consumer who fails to make a timely lease payment has the right to reinstate the original agreement without losing any rights or options previously acquired under the agreement, by paying all past due rental charges, the REASONABLE costs of pick-up, redelivery, any refurbishing, if any, and any applicable late fee within five (5) days of the renewal date......" I don't see how $600 is reasonable. You would think they would be willing to be more accommodating or offer some kind of resolution, but NO. To me, this screams FRAUDULANT, and we will be contacting an attorney as well as the ************************* as we are now out of pocket $900, still no trailer and zero updates to our account even regarding this payment.

  Business Response

  Date: 09/28/2022

  We regret the customer has had a frustrating experience, but after review of the customer's account the detailed history of the interaction with this customer reveals that he was late on his monthly payment. Between the customer's last payment and the time of repossession we made numerous attempts to contact the customer by text,phone and mail to notify the customer that the account was in repossession status. The agreement with the customer is terminable at the end of any monthly payment term, so if the customer desires to retain the property after it has been sent to repossession he must pay the account fully current to renew the agreement for another month. If the customer desires to retain the property after it has been repossessed he must pay the account fully current, plus the costs of repossession to reinstate the agreement. On 9/20/2022, the property was repossessed by a repossession company. On that same day, the customer paid to bring his account current, plus the costs of repossession to reinstate his agreement. On 9/21/2022, the property was released back to the customer and the customer is currently in good standing with our company. Our company policy was followed for this customer and the customer can avoid future complications by making timely payments. 

• Initial Complaint

  Date:08/03/2022

  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.

  On July 15th an ACH payment was made by our employee on an account that we had to close the following day due to fraud. We immediately went and made the payment with a credit card on July 19th and called to explain what was happening to which the customer service representative said okay that will be no problem and sent us to a voicemail for another department where we left a message and never got a call returned. We received a threatening text about repossession and immediately called after each one we received and we were transferred to the repossession department where no one answered nor returned our calls. We called back and the customer service representative acknowledged our payment and said that the system put the payment towards our August payment and that the July payment was still showing past due but that the repo department should be able to fix it. We were transferred and left another message and called six more times and never got a callback. Our trailer was repossessed and no one took ownership for not answering the phone nor calling us back. We were calling to speak with someone to get the account squared away and pay what needed to be paid for JULY and not pay online and the payment goes toward September. No one ever called us back. We had to pay the July gain of $400 and then they said we had to pay the ridiculous recovery tow of $800 and that we could go pick up the vehicle. We paid $1200+ and got to the tow yard and they informed us that we had to pay an additional $420 that we were not informed about. We called Hopkins back and they admitted that they didn't have to tell us about that amount and that they didn't. We were swindled, lied to, and paid $1600+ to get a trailer back that we called more than ten times to bring current, and all because no one answered the phone nor called us back. We never avoided nor disputed any payment, we just wanted to make sure that the payment we made was allocated to the right month.

  Business Response

  Date: 08/15/2022

  We regret the customer has had a frustrating experience but our review of payment records and the detailed history of interaction with this customer reveals a pattern of irregular payments coupled with returned payments due to insufficient funds.  The combination of these two factors resulted in the customer allegedly being unaware his account remained in repossession status.  However, between the customers last payment and the time of repossession we made 7 attempts by text, phone and mail to notify the customer that the account was still in repossession status.   Our company policy was followed. The customer can avoid any future complications by timely making all payments and avoiding insufficient funds returns.

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17666506
  
  I am rejecting this response because: When I responded to the texts aforementioned by the business, no one ever answered. Please see the attached phone records. The text state to call to make arrangements or clear up the account and when I along with other customers have also reviewed this company and state that they too, attempted to do that, our calls were not answered. This is a noted occurrence of many of the customers of this company. My payment history is irrelevant to this matter and to this case in any form because by the retailer own admission, I was current and had paid for the month of August ten days early by their accounts when the payment was to cover the auto-drafted payment from July. This company does not take ownership for the gross customer service negligence and seeks to discredit the customer for their inability to do their job. The truth of the matter remains that we made several documented attempts to bring clarification to the payment that was sent in error on time and the companies inability to effectively communicate with its clients gave this company a reason to violate and take advantage of me when I was not late but as they describe it early on my payment. This company cares nothing about its customers and only seeks to repossess the property so that they can take advantage of its customers by charging them excessively, repossessing the property and charging the next customer more money for the same product.  We will be working diligently to pay our accounts ahead of time so that we dont have to incur this scam any longer before we pay off our trailer in full. This is a horrible company that cares nothing about its customer and this response has confirmed that. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/24/2022

  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.

  June ** 21 I purchased a trailer and have made my payments not all have been on the due date but all have been paid , ****-22 I called to make my payment, the person on the phone I informed me it was up for repo and she couldnt take my payment and told me to call back and press extension 5 , I did and no answer went to answering machine I left a message and called back still no answer so I left another message, waiting two hours and called back left another message with no return call , so I called the payment extension again and told them the issue, in total I called 21 times and never got anyone to take a payment, so I went on line and paid it , the next afternoon tow truck showed up at my house my son called me because I was at work , I called and finally got to talk to someone, told her what was going on and she assured me that they wasnt taking it , but they did , 6-24-22 I called to see what the deal was because my account is current 100% and was when they came and stole it because thats what they did , they lady was rude at best and tells me I have to make another payment that just came due on **** and pay the tow bill to get it back , I have proof from their website everything was current and nothing was over 30 days late even when the came and picked it up on 6-23-22 I only was 1 day past my due date of ****-22 and on top of that my due date has been the 29 th of the month until this month it went back a entire week . I was current with my payments and have had it for a year and they came and stole trailer , there are laws against that Im sure I just want them to do the right thing and return it to me with a apology. Like I said I have proof of everything I said , I shouldnt have to pay a tow bill nor should something be repoed for a payment thats not even 24 hours past the due date

  Business Response

  Date: 06/29/2022

  We regret the customer feels he has been treated wrongly in this situation, however the customers monthly lease was terminable at the end of any rental period.  The customer did not make a payment in March, 2022 and only made a partial payment in May,2022.  The customer was informed after the May, 2022 payment that the payment amount was incomplete and if he intended to reinstate his lease he would need to pay an additional $88.19.  The customer stated he would do that by the end of that week but he failed to do so despite numerous calls and messages to the customer. At that point, the rental payments were past due and pursuant to our company policy the account went into repossession status. The only manner to remove an account from repossession status is to bring an account completely current and pay the repossession fee.  Although the customer did make a payment after the account went into repossession status it did not bring the account current or pay the repossession fee.  The customer has not done what is contractually required; therefore,his account remains in terminated status. The customer may reinstate pursuant to the terms of the agreement but he must comply with all of the terms in the agreement.

  Customer Answer

  Date: 07/09/2022

   
  Complaint: 17478809
  
  I am rejecting this response because:
  You are correct I didnt make a payment in March I did however make 2 Dec 21st and 2 in February and that screenshot is from your website and clearly shows I was not behind when you came and took my trailer, it does show a payment was due on the 22 nd but who repos anything with a payment due date of less than 24 hours the previous day . Also I told you guys Id make that payment even but wasnt paying a repo fee that you wanted and no one can even tell me how much that was supposed to be, Im about to make you guys famous. Please take notice of the attached screenshot of your records before making accusations that I havent paid you or was behind keep in mind these come from your website but I have bank statements and credit cards statements that back up exactly what your website and myself state .
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/14/2022

  Tell us why here...We again offer the explanation that the customer was one month past due on his payments at the time of repossession.  This agreement is terminable at the end of any monthly payment term so if the customer desires to retain the property after it has been sent to repossession he must pay the account fully current to renew the agreement for another month - otherwise the agreement remains in default.   Failure to pay the full amount before the repossession resulted in the repossession.   The customer has a right to reinstate his agreement. The amount owed is $979.19.  He must contact our office to coordinate this.  ************

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17478809
  
  I am rejecting this response because:
  I was not behind at all at the time of repossession, not one day , now you want me to pay you nearly **** dollars to get my property back? Seriously, you stole it it was current when you took it and you guys can say whatever you want but I can show you it was , please provide me with proof that I was behind, you cant , not only can you not but my due date moved back a entire week from the 29th to the 22 nd so really I was ahead and nothing due at all , I had it for a year and paid a large amount of the purchase price and really feel like you all do these things to profit, as I see Im not the first one to have this done to themselves, admit your mistake , Ill make the payment that would be due now and give it back to me and we can forget about this and that is the only outcome I will accept out of court which is my next step and will be filling paperwork this week , you may wanna consult with a attorney you are in the wrong maybe a third party would help you see that without a drawn out court proceeding that you cant win , Im being more than reasonable if this matter goes to court I will seek loss of use payments, missed jobs payments along with emotional distress and recouping of my legal fees , Ill make the due payment to get this behind me and if that is not acceptable then we can let a judge decide what you will pay and pay you will.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was purchasing a shed in one city, and moved out of town. I put the shed in my mothers name, and she continued to pay for the shed. This year, she passed away in April. Her husband called on May 2 to have the shed repossessed, and I did not know about this. On May 9, I called the company to see if the shed could be placed back in my name and to find out how much was still owed on the shed. The lady I spoke to told me that the shed was currently in repossession and to take it out, I would have to pay $325 because it was behind. She also said I would need to send in her death certificate in order for it to be placed in my name. I decided to pay $954 in order to pay ahead. This made the new due date September 6. I asked the lady to confirm with me that the shed would be taken out of repossession. She told me that it automatically comes out, and no other action is further needed. A week or two later the shed was repossessed, and Im told that the only way I can get it back is to pay a $300 repossession fee. They told me that her husband had a right to repossess the shed since it was on his property, but it is not his property, and he has since moved out. I also questioned them about why they had me pay $954 and not inform me that it was going to be repossessed no matter what. They said that the person who called in to repossess the shed had to be the same person to call and take it out. However I was told that it was in repossession because my mom was behind on the payment. Also they would not even speak to my mom until I officially transferred the shed into her name, but they spoke to the husband who wasnt on the account and didnt own the property. They also told me that they could give us back our money minus the repo fee. We sent them a letter (file attached) asking for the shed or money back without a fee, and they did not respond. I asked for the shed back, but at this point, I no longer want to do business with them and just want my total money paid back.

  Business Response

  Date: 06/13/2022

  We regret **************** had a negative experience, but we did receive his request and have issued a refund to him.  The process has taken a bit of time but he should receive a refund in the mail in the next 10 days.  He can contact the company if he does not receive it.

  Customer Answer

  Date: 07/06/2022

   
  Complaint: 17410656
  
  I am rejecting this response because:

  Hello,

  I waited the 10 days until 6/23 and did not receive the check in the mail by that date. I did not respond back to the request for the BBB to update you guys because my email account access has been having trouble this week, and I could not access your last email.  I would like to have my complaint made public on the BBB website. I am very dissatisfied with the companies failure to pay me my full refund.  Please tell me what my next steps should be. Thank you.
  

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

  
  

  Business Response

  Date: 07/11/2022

  We issued the refund check on June 7, 2022.  It would most likely have gone out in the mail the next day.  It was mailed to ***********************************************.  It has not bee returned to us but our bank does not show that the check was negotiated.  If the customer still has not received the check or it was mailed to an incorrect address, please contact our office directly so we can stop payment on the missing check and re-issue another check.

  Customer Answer

  Date: 07/12/2022

   
  Complaint: 17410656
  
  I am rejecting this response because:

  This is the third attempt to collect my refund.
  
  
  I have made several attempts to get my full refund from Hopkins Investments RTO Trailer Solutions first by sending the company a certified letter in which the company had a June 8, 2022 deadline to send my full refund. 
  
  
  After no response from Hopkins Investments RTO Trailer Solutions 3 days after the deadline, I contacted the BBB **************** in Tennessee which they responded to the Better Business Bureau promising me my refund within those 10 business days. 
  
  On June 13, 2020 Hopkins Investments RTO Trailer Solutions stated to the BBB that they sent me a check on June 7, 2022.  

  
  As I stand here in Tuesday July 12, 2022, I have not received a check for my refund from Hopkins Investments RTO Trailer Solutions.

  
  When I first contacted the BBB Hopkins Investments never mentioned that the mailed a check out to me on June 7, 2022 in their first correspondence.
  Please Mail My Refund To:
  
  
  *************************
  2530 ************************* APT #***
  *************, ***** 75052
  
  
  I need you tell me the date that I should receive my full refund.
  

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

  Business Response

  Date: 07/13/2022

  We have stopped payment on the previously sent refund check and instructed our bank to not honor that check.  We reissued a new check today and have mailed it with tracking.  It should be there Friday  7/15   **** tracking #   **** **** **** **** **** 84. We are sorry this has been so frustrating for the customer.

  Customer Answer

  Date: 07/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************