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:07/09/2023

  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.

  Okay so I have two loans through lendcare, everything was running smoothly until I needed to change the payment dates, they refused then marked it in as missed payments costing me in nsf fees of $48 each time, on top of that they said because I missed a payment my payment went up by 10% and not 10% of the regular payment it's 10% more added onto the entire loan. So now I can't make the payments, even though it would have kept going smoothly if they would have let me change the payment dates. Called in again and the guy told me he didn't care for excuses and I had to pay and that's it. No they went ahead and changed payment dates themselves and increased how often so now every Friday, Monday and Wednesday they try to take a payment but keep increasing. All because they had no customer service and wouldn't let me change it to quite literally a few days later than the regular payment date. I'm to the point of saying come take the vehicle and camper because now I'm in the hole over $500 in nsf fees and lendcare had set it up to **** from the beginning.

  Business Response

  Date: 15/09/2023

  Upon review of the customer’s account, their initial contact
  with our support team was in June 2023. This call was regarding a missed
  payment, which, in accordance with their contract, led to an increase in their
  interest rate. During this interaction, our support team accommodated a request
  for a deferred payment.

  Since then, the customer has missed a series of payments. For
  clarification, the customer’s interest rate has increased only once. Additionally,
  the referenced transactions are not indicative of multiple payment dates but
  instead, represent attempts to reprocess a scheduled payment that had initially
  returned due to insufficient funds.

  If the customer would like to change their payment dates, they
  may contact our Customer Service Team at 1-866-291-4045. They can also email
  customer service at ***************@********.ca, and our team will respond
  within two business days. Sincerely, LendCare Customer Support Team

• Initial Complaint

  Date:05/09/2023

  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.

  August 18 ******** had a system glitch which is not found out about until Monday the 21st. I called and confirmed on Saturday the 19th. I was told it was no payment I knew differently I called back on the Monday. They told me they’re having a system problem. I asked if I could pay directly they said no because they had already sent it back out to the banks, I told them money had to be out of my account, either on the date that said or within 24 hours afterwards and says in the contract. They said they can’t guarantee that they’re having a lot of problems hundreds of people affected by this glitch. It was still pending in my account on Wednesday. Which of that point is five full days after initial payment is due. On Wednesday night and other things come out of my bank account like I told them it would. I have had this account with them since April 28, 2023 biweekly payments of $53.36 never missed payment. Received a letter from ******** stating that they had an issue, give this letter to your bank they ask them to waive than a NSF on the bank side. They had already waived there in a nsf fee. There should be no problem. I had already been informed that there will be no penalties for what happened financial or otherwise. Fast forward to the very next payment that was due which is September 1st. On that September 1 payment I was charged 10% more without notification without provocation when I called on Saturday morning they basically informed me tough that I will be charged 10% more on my loan biweekly payments for the next six months. the reasoning is, I should’ve had the money in the account, despite the constant communication and it was their fault, they had a glitch in their systems. I have the letter they gave to my bank. Also the emails back-and-forth of them stating they will not help me. My payments will be $61.49 for the next six months.

  Business Response

  Date: 15/09/2023

  The customer had a loan payment due on August 18th, 2023.
  Due to a system outage, the payment process was delayed, and the payment was
  ultimately withdrawn on August 23rd; however, that payment was returned as
  insufficient funds.

  The customer contacted us twice within this period and was
  advised on both occasions that the payment would be processed and to keep the
  funds available.

  As a courtesy and show of good faith, we have waived our $75
  NSF fee and have provided a letter to the customer that they could take to the
  bank in hopes of having their NSF fee reversed.

  However, as the customer was advised on two separate
  occasions that the payment would be delayed and to keep the funds available,
  they are not eligible for an interest rate decrease. After six months of no
  missed payments, they may enquire about reducing their rate.

  If the customer has any concerns or needs further clarification,
  we encourage them to contact our Customer Service Team at 1-866-291-4045. They
  can also email customer service at ***************@********.ca,
  and our team will get back to them within two business days.

  Sincerely,
  Lendcare Customer Support Team

  Customer Answer

  Date: 15/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: in fact, I called multiple times not twice. First time was on the Saturday when I noticed. And was told it was no payment. I thought differently not Company. I also called two times after that starting on Monday. And inform them if they could not fix the problem before Wednesday evening, that would be an issue with the payment. They could not in fact, fix their own problem in time. I won’t be held responsible for the incompetence of a company just so they can make a higher profit after losing money from their mistake from other customers. If the payment is meant to come out on a Friday and doesn’t come out until midnight on the Wednesday, then that is the fault and then Company. Given the financial climate that the world finds its self in a certain level of understanding was expected. Especially because it was a fault of the company and the mistake of the company. 
  
  
  
  Sincerely,
  
  
  
  ********* ********

  Business Response

  Date: 21/09/2023

  We acknowledge the customer's frustration in this situation. Nevertheless, it is important to note that the customer was informed on multiple occasions to ensure that the necessary funds were available for the payment. While we did encounter a system outage that led to a delay of three business days in processing the payment, it remains the customer's responsibility to have the required funds accessible.

• Initial Complaint

  Date:31/08/2023

  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.

  Purchased a boat Mar 4, 2023
  The entire loan with all the admin fees and such was $23060
  I have paid $2400 thus far in payments
  I called the company for a payout balance and they advised that it was $23150
  I asked how it is I owe more than the initial loan and they gave some  answer about being like a mortgage
  I told her that it was * *** because nothing has come off principal but in fact increased what I owe
  This needs action against this company ** **** *** ******** ***** **** ******

  Business Response

  Date: 08/09/2023

  We apologize for the confusion. The customer is correct that
  the total principal amount of their loan is $23,060.15. Their current balance
  is $22,923.41. We hope that this clarifies the matter.

  Should they have any issues in the future, we encourage them
  to contact our Customer Service Team at 1-866-291-4045. They can also email
  customer service at ***************@********.ca, and our team will respond
  within two business days. Sincerely, LendCare Customer Support Team

  Customer Answer

  Date: 08/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have been making payments since March 2023 on this unit that I purchased and they are telling me I have paid $128.74 on principle out of almost $3000 in payments with an interest rate of 21%. Something does not seem above board here. 
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 13/09/2023

  We understand the customer's frustration, and we take their
  concerns seriously. To address this matter, a representative from our team has
  made efforts to establish direct communication with the customer. We strongly
  encourage the customer to respond to this outreach so that our representative
  can provide clarity and assist in resolving any confusion.

  Sincerely,

  LendCare Customer Support Team