ComplaintsforLoan Star Title Loans

• Initial Complaint

  08/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a very vulgar and obscene voicemail from this company and it included disgusting language and racial slurs. I can send the voicemail via email

  Business response

  09/04/2024

  An investigation of ********************** complaint prove the company committed no wrongdoing.  On May 10, 2024, ****************** borrowed $2,533.00.  To date, she has only submitted one payment on July 5, 2024, in the amount of $700.53.  Thereafter, ******************  stopped communicating with the company.  To help avoid repossession of the vehicle securing the loan, on August 22, 2024, an employee tried to reach ****************** to discuss her account, but the call went to ********************** voicemail.  The employee did not want to leave a message and believed she had ended the call.  However, unbeknownst to the employee, she had failed to properly place the handset in the cradle when she began speaking with a third party.  It is obvious from reading the transcript attached to the complaint, that the voicemail was not intended for ****************** and despite her contentions, contained nothing "racist".   Nonetheless, the employee has received additional training and understands the importance of properly ending a call with one party before beginning a conversation with another.  Nonetheless, should ****************** like to discuss her account or the telephone call, she can contact the company's Assistant General Counsel, ******* at ************ by September 11, 2024.  Thank you for your assistance with this matter.  

   

   

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took this loan in December of 2023 and when the process was explained to me I was told that as long as I made the payments through the portals in my account It would help bring down my principle amount. I explicitly asked if I was required to go in for this and was told no that I could pay to the portal and this would automatically be applied or call into the store and this could be applied.I have made every payment early and in full ($450.00 that I can barely afford) which should have contributed to lowering my principal amount. But it wasnt. Even when I took the loan I was pressured into providing other household members income (roommates) in order to qualify. This should have let me know something was off. They also offered me $60 off of one payment (some sign up bonus) which I applied to my full payment in an additional effort to lower my principal.After doing some further research once this came to my attention I reached out to my branch and the woman was combative and rude telling me no there was nothing they could do to help me or work with me. I have now paid somewhere near 206% of this loan and still owe 90% of what I borrowed (as of today as I have had to refinance a third time since Dec 23) I am sure this percentage will increase by my next payment as I am accruing $15 per day. I cant afford this endless debt or being without my vehicle, the stress has been giving health issues. The original loan amount was for $1500, I have made $450 payments all year totaling $3088.61 (including todays payment). I would like my title back at this time as my loan has been more than paid in double. After signing my second refinance paperwork, I am being told I still owe $1300+ in addition to the $15 per day I will be continuing to accrue while I work on paying this loan.

  Business response

  07/24/2024

  Thank you for notifying the ******* of Ms. ******* complaint.  We appreciate this opportunity to respond. 
  
              An investigation into the grievance proved the ******* committed no wrongdoing.  The total cost of Ms. ******* loan, plus fees and interest were explained to her by the *******s personnel,and clearly disclosed in large, bold print on the loan documents in compliance with the Federal Truth and Lending Act. Based on the monthly income and expense information that **************** entered on her application, the loans scheduled monthly payments were within her ability to repay.  At no time did *************** indicate that she was confused about the terms of her loans. 
  
              A review of Ms. ******* accounts reveal that, instead of paying off her loan in full when due, she elected to submit the minimum amounts needed to refinance the contracts.  A review of Ms. ******* receipts, prove that a proper portion of each of her payments were applied to properly applied to the principal, interest and fees.  As explained to Ms. ******** she could always submit more than the minimum monthly amount due in order to reduce her outstanding principal balance.  The majority of the *******s customers pay off their ********************** in a short period of time, which significantly reduces the amount of interest and fees the borrower pays. Finally, the employee adamantly denies Ms. ******* claims and the ******* is not aware of any other customer service issue with the employee.
  
              Notwithstanding the above, the ******* is a customer focused business and always tries to work with customer.  With that said, the ******* agreed to settle Ms. ******* account for a reduced amount and her signature on a simple release.  **************** was satisfied with the resolution and will be submitting her final payment soon to close her account.
  
              Thank you again for your assistance in this matter and the opportunity to respond.  
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Got a title loan paid over a year and then they said I was paid for the month even said on the online app $0 due then went to make the next payment and was told they made a mistake and wanted me to also pay previous month late fees and came to a total of $5,011 for extension.

  Business response

  07/08/2024

  Thank you for notifying us of ******************** complaint. 

  An investigation proved the company committed no wrongdoing.  The total cost of the loan, including fees and interest were explained to **************** by the companys personnel, and clearly displayed in large, bold print at the top of his contract as required by the Federal Truth and Lending Act.  Based on the monthly income and expense information that **************** entered on his application, the loans scheduled monthly payments were within his ability to repay.  At no time did **************** indicate that he was confused about the terms of the loan.  A review of ******************** account reveals that he did not submit his payments as agreed and has defaulted on his loan.  Nonetheless, the company always tries to work with customer as opposed to repossessing a vehicle.  With that said, the company tried to speak with **************** about a reduced settlement, but was unable to reach him.  Therefore, if **************** is interested in the company's offer, he should call the LoanStar office where he obtained his loan at ************** by July 12, 2024.  

  Thank you for your assistance with this matter, as well as the opportunity to respond. 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took a loan out with loan star title pay in 2019 and here it is 2024 and I still have to make payment toward this loan at this time I know I have paid this loan back triple triple times at this time i know longer work and I really would like them to settle this account has paid and give my title back please

  Business response

  05/08/2024

  Thank you for notifying us of ************************ complaint.  We appreciate this opportunity to respond.  

  An investigation proved the company committed no wrongdoing.  A review of ************************ account reveals that she has not submitted her payments in a timely manner.  Moreover, instead of paying her loan off in full when due, ******************** has continually elected to submit the minimum amounts needed to refinance her loan.  Nonetheless, the company is a customer focused business and is sorry that ******************** is upset.  Therefore, in a good faith effort to resolve this matter, the company agreed to settle her account for a reduced amount.  *********** has relayed this offer to ******************** and she seemed please with the offer.  If she would like to submit her final payment and finalize this matter, she should call the office where she obtained her loan.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took out a title loan back in December 2022 at Loanstar Title Loans in *********** *****. Ive paid and missed payments and refinanced before. Since Saturday Ive tried to pay it off but they have applied an extreme amount of late fees. I asked for the late fees to be removed and settle for the rest. They want the regular payment of $390 and then refinance for $1275. But the total payout with late fees is $2200. So I have the $1275 and the $390 but I dont have the rest which is a little over $600 for the late fees. Late fees are a fictitious fee just to say hey Im gone hassle you just because. It isnt actual money owed on the loan. All Im asking is to drop the late fees period or I can pay $200 of it and let me have my title back please so our business can be done

  Business response

  03/20/2024

  Thank you for notifying us of ************************ complaint.  An investigation proved the company committed no wrongdoing.  As ******************** stated, she did not submit her payments as agreed.  In fact, ******************** has not summitted a payment since September 29, 2023.  Accordingly, late fees have been added to her account in accordance with her contract and state law.  Nonetheless, in a good faith effort to resolve her complaint, the company has agreed to settle her account for a reduced amount.  *********** tried to reach ******************** at her telephone number on file, but was unsuccessful.  With that said, if ******************** is interested in settling her account for a reduced amount, she should all the company ************** by March 25, 2024.  Thank you for your assistance with this matter. 

  Business response

  03/26/2024

  The company has committed no wrongdoing and is more than willing to work with ******************** with regards to her remaining loan balance.  Unfortunately, ******************** has not contacted the office or responded to our calls.  With that said, if ******************** would like to discuss a reduced settlement she needs to call us at ************

• Initial Complaint

  12/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a loan four or five months ago and made every payment that was due and didn't realize that the last payment was $3,000 over $3,000 That is impossible for me to pay when I spoke to *************** and ask what was my option I was told that I could refinance the loan but that will put me right back in the same situation 4 or 5 months paying almost $600 a month and then the last payment been over $3,000 I cannot afford that somewhere in the process when I was signing the paperwork I misunderstood something or/and overlooked that last payment cuz there's absolutely no way that I will be able to pay regular bills and save up for that last payment on top of hand $600 to them every month I believe they at first disclaimer should be whatever your loan amount is is what your last payment is going to be if you only make I guess the minimal payments no one explained that to me they have to know that what they're doing is putting a string on families that's coming to them for help It is ridiculous to ask for the full amount of the loan as a last payment especially in today's time I know there has to be other options that could have been given but *************** was not interested in giving me any options besides refinancing ***************** she's very rude and doesn't know how to talk to customers

  Business response

  01/02/2024

  The company operates in strict compliance with state and federal laws and committed no wrongdoing.  The annual percentage rate, finance charge and payment schedule were fully disclosed to ************ by the companys personnel, and clearly disclosed in large, bold print at the top of her contract in compliance with the Federal Truth in Lending Act.  Further,based on the monthly income and expense information that ************ entered on her application, the loans scheduled monthly payment was within her ability to repay.  At no time did ************ indicate that she was confused about the terms of her loan.  A review of **************** account reveals that she did not submit her payments as agreed.  Nonetheless, in a good faith effort to assist ************ and resolve this complaint, the company agreed to settle her account for a reduced amount, payable over time.  We are pleased to report that ************ is satisfied with the resolution.  Thank you for your assistance with this matter. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I secured a $600.00 title loan, have made all my payments, and they say I still owe them $700.00. I make my minimum payments, and was told that amount only covers "interest and fees". This was not explained properly to me. I would like this to show paid off and have my title returned. This business is a SCAM and I would not recommend anyone do business with them.

  Business response

  10/05/2023

  We have been trying to reach ******************** to discuss her grievance as well as a possible resolution, but have been unsuccessful in reaching her.  With that said, if ******************** would like to discuss an alternative payment arrangement, she should call ****, the office supervisor, at ************ by October 13, 2023. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I took out a loan here back in September of 2022, right after my other vehicle was repossessed after my mother in law passed away. Since then, I acknowledge that I've refinanced it twice and they have helped me once, however I've been facing health issues since then. The local office nor the customer service lines have been helpful to me. Anytime I mention that I'm unable to make a payment, they say "Well, we'll just have to see how the lender wants to move on the account." At one point, someone in the office was like "Oh my god, have you seen repo trucks around? I don't want that to happen to you!" This loan has done a number on my mental health. Now I'm supposed to refinance at almost $2,000 and I can't get any help. So far I've taken the local office $500 but I get paranoid with every call and have been afraid to step outside my own home due to the fear of going out and seeing my husband's vehicle gone. When I called what I thought was home office, I got scolded and told that "I should be budgeting since this is a bill like all my other bills." I've been paying over a year and see NO WAY OUT of this loan and I want to pay LoanStar, but I need some assistance and understanding and so far I've gotten none.

  Business response

  10/05/2023

  Although the company committed no wrongdoing, in a good faith effort to resolve the complaint and in light of the total payments ********************* has submitted, the company agreed to settle her account for a reduced amount, payable over time.  *** company Assistant General Counsel reached out to ********************* and is pleased to report that she agreed to the alternative payment arrangement.  

  Thank you for your assistance with this matter. 

  Customer response

  10/05/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They make it very inconvenient for their customers to sign paperwork. They only offer in-store signing. They do not offer docusigning or online signing Im handicap and get there.. This allows them to gain interest because you have not signed a new loan agreement based on your last payment. They this is a huge monopoly, especially for people with difficult conditions travelling. But Im not signing this new lease. They can hold you to interest on your loan. This is why this company does so well so many people are an able to get to the store and sign. This allows this entity to add interest to your loan until you sign that piece of paper or until you come into the officefine line but theyre winning, this is a monopoly. This is not fair to the customer. This is not fair in any means in regards that you do not allow someone to stop the interest on a loan as you make a payment on time. even if you make a larger payment a little bit more than the original payment. It doesnt matter that goes to interest to them! because you did not sign a piece of paper, which is a bunch of BS. The technology we have today and every other entity provides docusign and provides an avenue for you to sign paperwork instead of driving to their office..

  Business response

  08/04/2023

  Thank you for notifying the ******* of Mr. ******* complaint, we appreciate this opportunity to respond.    
  
              On April 7, 2023, **************** and *************** borrowed $1,728.00.00.  The total cost of the loan was fully explained to them by the *******s personnel, as well as on the loan documents in compliance with the Federal Truth and Lending Act.  Based on the monthly income and expense information that **************** and **************** entered on their application, the loans scheduled monthly payments were within their ability to repay.  At no time did Mr. or **************** indicate that they were confused about the terms of the loan.  A review of Mr. and Ms. ******* account reveals that they have not submitted their payments as agreed.  The ******* is sorry that **************** is upset, but customers must come into the office to refinance and this was explained to him when he obtained his loan.  
  
              Notwithstanding the above, the ******* is a customer focused business and always tries to work with customers.  Therefore, the ******* has agreed to settle Mr. ******* account for a reduced amount, payable over four months.  The ******* tried to reach ****************, but was unsuccessful.  With that said, if he would like to take advantage of this offer, he should contact the office where he obtained his loan at ************ before August 11, 2023.  If Mr. or ***************** do not contact the ******* as instructed by August 11, 2023, the ******* will assume that they are not interested in the offer.
  
              Thank you again for your assistance in this matter, as well as the opportunity to respond.  

• Initial Complaint

  08/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Im going to skip the dishonesty and the lying. I will always remember the look in the cashier's eyes when I drove my car to the shop to let him know i will have the money to pay off my loan . My car was sold in an auction 2/2020. I received an letter saying, I will receive a check for the money that was left over from the sale, anytime from 4/2020 to 8/24/2020 would be the final day. I still haven't received anything. When my car was sold it had 72,000 miles on the odometer. Now the new owner ( The Cashier a st the shop) has driven it to 138,990 on the odometer. Every time I call to see if my my name is on the list for a check to go out I always get the same response not today today. Last time I called to see if my name on the list. They respond that my name has never been on the list. I called them every other week for the last 3 years to see if my name is on the list for my claim check to be sent out and I have never been on list. I asked the representative what am I supposed to do to get on the list? Call and ask and I respond I doing now? She put me hold come back and say I was a list. Now response is that it's getting closer. I want to be able to request it by my car back from the owner now with that money I know I have a period of time that I could have paid for it and got it back after auction. It's been an act on for so long so that way I couldn't get it back from the new owner I want to buy my car back I need that money at the home to offer the owner what he paid for that's awesome his money back for my car. How can I speed up more options on getting my claim check is it possible for me to be able to buy my car from the new owner can I go participate in one of the auctions. I still haven't talked a new car so what's the worst experience. I was honest with the cashier and about my situation I did get the money when I had gotten it I wasn't able to get anything or any more money which I know I had equity in the car. I felt I was kicked while I was down

  Business response

  11/07/2022

  Business Response /* (1000, 7, 2022/09/15) */ Thank you for notifying us of Mr. *******'s complaint. We appreciate this opportunity to respond. An investigation proved the company committed no wrongdoing. A check has been mailed via certified mail to Mr. *******'s address on file. Thank you again your your assistance with this matter, as well as the opportunity to respond.

*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. ↩