Complaints

This profile includes complaints for goeasy Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  goeasy Ltd

  510 - 33 City Centre Dr Mississauga, ON L5B 2N5

  
• 

  goeasy Ltd

  155A - 499 Main St S Brampton, ON L6Y 1N0

• 

  goeasy Ltd

  12 3112 17 Ave SE Calgary, AB T2A 0P9

• 

  goeasy Ltd

  16, 1500 Cranbrook Street N Cranbrook, BC V1C 3S8

• 

  goeasy Ltd

  3 2404 Centre St NE Calgary, AB T2E 2T9

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:29/09/2022

  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.

  I have a loan with Easy Financial. I have fallen behind on payments. When talking and making arrangements to pay, there is no communication or notes left on file to avoid getting multiple calls a day from different reps. The reason for my complaint is the multiple calls a day from different numbers. It exceeds the amount of times that I am to be contacted during the day or week according to Ontario's collection laws. Please have this limited to no more than 3 calls a week and have notes on file to prevent the constant calling if I have made arrangement with a rep over the phone.

  Business Response

  Date: 04/10/2022

  Easyfinancial would like to respond to the recent complaint by the customer. A member of our resolutions team investigated and found a payment arrangement made by the customer with Easyfinancial for September 16th, 2022. However, the customer failed to follow through on this arrangement. This member also found that the customer has multiple failed promises to pay since her last payment made in June.

  
  As a first party, we have different rules and regulations than third-party collectors do in Ontario. Easyfinancial does the due diligence and follow the laws the province has placed for us.

  
  As the customer’s account is past due, to avoid collection calls in the future they can reach out and follow through on their payment arrangements. Your branch will have lots of options to help you get back on track. You can also contact the resolutions team to discuss this further at 1-888-502-3279.

  Customer Answer

  Date: 04/10/2022

  
  Complaint: ********
  
  I am rejecting this response because: I will agree to contact the office to make payment arrangements however I still do not agree how many times I am called a day and from various numbers. I will continue to work with my home office to pay the loan off.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:28/09/2022

  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 Sept. 5th 2022 I placed an order through ******* and recieved financing with Easy Financial to pay for the order. After placing the order it was realized that there was an error in product and ******* put a cancelation in. On Sept. 14th 2022 they forwarded/issued the refund to Easy Financial. I spoke with a representative on multiple occasions (Sept.17, 19, 22, 24 and 27th). Each time I spoke with someone I was told that they hadn't recieved the refund yet and to wait a few more business days. At the same time I was also told that they had recieved the refund and it was being processed. While this was going on payments were taken from my bank account from Easy Financial. And when they stopped the payments because they knew the order was cancelled, then they started calling my everyday, multiple times a day and emailing me, saying that I owe them money and am behind on payments. I never recieved any product or funds from this company. The ********** I'm recieving daily is unacceptable. I've tried calling in again to find out what's going on and keep getting told that everything is still processing. It has now been 4 weeks of this and it's unacceptable. This company has taken money from me even though my order was cancelled and continue to ****** me daily with phone calls n emails.

  Business Response

  Date: 14/10/2022

  Thank you for contacting easyfinancial and informing us about the experience you had with our company. We review each customer’s feedback and always encourage customers to leave honest reviews of our services. I am sorry to hear that you had a negative experience and apologize for the delays and any inconvenience we may have caused. Easyfinancial partners with many different businesses like ******* which gives customers a chance to buy high-priced items through financing. In this case, the customer ordered a product on September 5th and was set up for weekly payment to come out of his account. Once the customer let easyfinancial know he had canceled his order, the agent noted the file saying the account would be refunded in 10 business days and let the customer know. At this time we can confirm the loan has been paid out fully and there is no longer any financial obligation for the customer. We can also confirm the customer has been sent his owed refund of $25.60 as of September 27th, 2022. Again we would like to apologize for the delay and any inconvenience we may have caused. If you have any further comments, questions, or concerns please don’t hesitate to contact us at 1 *** *** ****.

• Initial Complaint

  Date:13/09/2022

  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.

  Easy Financial employees harass you with a million phone calls if your account falls one day after due date. They even found the number of my landlord ********* and called her to harass. They sent me threatening emails saying that if I don't pay them they will call my employer and landlord. I asked them to follow normal protocols and send the account to collections if I have defaulted but they keep ********* me with phone calls *** ******* especially Mr A. from the Yonge Street branch. They called 14 times from no caller ID everyday. I will appreciate your swift response so I can bring your account back up to date. Let us work together to stop negatively affecting your credit and for us to prevent showing in your credit report for 7 years. If we don't hear back from you further action will be taken by calling your references and your employer. To avoid this all please contact us ASAP so we can find a solution for you." This was what he wrote in his email which i have proof of. They can follow protocol and send it away for default but ********** and ********* my employer and landlord is illegal.

  Business Response

  Date: 19/09/2022

  Easyfinancial would like to address this complaint. A member of our resolutions team has reached out and connected with the customer regarding this matter. None of the contact information was obtained illegally and was provided by the customer when they applied for a loan. It is a part of the application process to get this information from the customer in case we can’t reach them when they are past due. Multiple contact attempts were made to the customer prior to the references being called. Understanding this is frustrating, to avoid this in the future the customer can let us know prior to the due date that they cannot make the payment. That way they can reach a solution with the branch, and collection calls would then not need to be made. If the customer has any more concerns they would like to discuss, they can call the resolutions team at 1-************.

• Initial Complaint

  Date:15/06/2022

  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.

  I have a loan with easyfinancial. It seems many people have their hands in taking care of files, not just one person. I asked for a defferal of payment, I agreed to the email sent. I get 6 or more calls a day, plus texts and emails for payment. I reply that it's too be deffered and no one answers not even the person who was to do the defferal. I'm tired of all this. Only one person should be taking care of a file not 20 others. And replies should be done asap. I don't wish to do business with them anymore. Get yourselves together or it's the ombudsman next!

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/06/29) */ Easyfinancial will like to thank the customer for taking the time to provide us with their feedback and we are sorry to hear they are not happy with the service they have received. Our company takes a team approach to help our customers. Ideally, we would prefer to have one representative help a customer from beginning to end however that may not always be possible. Our representatives are instructed to log notes on a customer's account so that the next representative is aware of the previous conversations. A member of the Resolutions team has reviewed the customer's account and we can confirm there was more than one representative that helped the customer with their payment deferral. There were also several calls, text messages and emails between our representatives and the customer. We are sorry this created unnecessary stress and confusion for the customer. We will take this feedback and share it with our management team so we can improve our customer service.

• Initial Complaint

  Date:09/06/2022

  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.

  My payment at the end of May was only 21.45. I have been making payments since February 2022. I got an email and a text saying to fund my account because I owed money. I replied and they told me my account has been changed to monthly now. I changed my payments to monthly two months ago. Now my payment is $92.85 every 1st of month. I asked for a payments list and amount owing. The statement says I owe $1143.20 and my agreement balance is $1118.11. If I wanted to pay that much for a computer, I would have gone to the store and bought a new one. This is a refurbished computer. The computer is already having problems, loss of headjack use and the power cord is not working! the lease says the computer is $1499.00. I don't think that is the right price as I thought it was around $600.00. Far too much money for a refurbished computer. It doesn't have windows and it doesn't have a cd burner. I checked the website it says $29-22 a week for 106 weeks. $2,288 for a used computer. I can go to the store and buy a brand new one for that much money. Please advise of my right bill and the right bill of sale of the computer.

  Business Response

  Date: 20/07/2022

  Business Response /* (1000, 6, 2022/07/07) */ easyhome appreciated all feedback given by our customers as all information given is reviewed to the best of our ability. The customer when contacted whose email was provided on the BBB submission was asked via email as seen on the provided attached email thread conversation if telephone or email would best be the point of contact to communicate with them as the resolution team notified them that they were the team investigating their inquiry. The customer gave a thank you and provided their choice of communication to be contacted by email for continued discussion. By the customer given consent to be spoken with through email, our company takes that reply as authorization to help, support, and resolve the issue outside the initial BBB submission which would be given before a final closing BBB response is posted by the company with the outcome of our findings provided. The resolution team when investigating a complaint matter must review all details given by the client and take a statement from the originating store staff with whom the customer has an issue with their account. We take all situations presented by our customers very seriously and act in a professional matter to assist the customer in a positive and timely matter. To summarize the lengthier explanation that has been provided and can be seen on the attached email thread that the customer has received with account payment calculations: 1. The customer switched from a weekly to a monthly payment cycle and an adjustment of payment had been done. The store manager made the switch when the customer stated that they were on a monthly payment schedule three months into their weekly arrangement with no notice of requiring a payment frequency change. The customer can provide what proof they suggest they have for additional review of their required payment amount. 2. No proof can be found that the store manager laughed at them when the client's phone was not working properly during their conversation as easyhome does not at this time have recorded phone calls. If this incident did occur or was perceived as accidentally ********* from the customer's perspective, we apologize for any misunderstanding this may have caused. 3. The customer had stated to their local store and to the resolution team that the laptop in question that had been requested to be picked up from their home had come into contact with airborne toxic chemicals and that the product had been wrapped twice by them and wanted it removed immediately. Per our policy, easyhome staff can not handle items that have been into contact with such chemicals or have been damaged in some way while in the care of the customer as stated in the lease agreement. The customer is responsible for this product and is still required to complete their payments to the end as the item is no longer available for re-leasing to a new owner. Damage outside manufacturing issues will need to be handled by the customer at their expense. 4. The text messages can be adjusted but another working method of communication must be agreed on given by the customer so that their store and its staff can continue communication efforts when the account is past due. At this present time with the facts that have been given by the customer and their home store staff and the information associated with the customer's account stands as is, but we welcome any and all replies from the customer in which they feel either more clarity is required or have more detail to strengthen their current position.