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:04/30/2024

  Type:Product 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 purchased a large construction trailer from Tandem Equipment Finance recently. The transaction included a downpayment and the signing of a lease.
  After the purchase, I noticed that the trailer had numerous faults with its wood floor and roof. I decided to return the trailer to Tandem in the hope of
  obtaining a full refund and lease termination. Ontario Law states that this type of contract
  would be invalid as a result of a cooling off period
  ( 14 days after the signing of the lease ) if the customer wishes to exit the agreement. Tandem had charged me $1000 after returning the trailer.
  I would like a full refund.

  Business Response

  Date: 05/22/2024

  from: Ramon Chait <[email protected]>
  to: "[email protected]" <[email protected]>
  cc: Marcelle Newstadt <[email protected]>
  date: May 22, 2024, 7:19 AM
  subject: FW: BBB Complaint Mathew King - Lenser Attention Clay Anderson Case 21648009
  
  Good morning Clay,
  With respect to the aforementioned case and our telephonic conversation yesterday, I am attaching Tandem Equipment Finances Leasing Agreement with Mathew King-Lenser hereto.
  There are a couple items I would like to make mention of:
  As per Clause 4 of our agreement attached hereto, this contract is a commercial contract and the asset financed here under is for commercial use only. Given that Mr. King-Lenser operates as King’s Construction invalidates the defense that Mr. King is entitled to a 14 day cooling off period as this would refer to consumer transactions. Thus the consumer protection afforded under Ontario legislation is invalid in terms of our agreement
  2.  In terms of Clause 3 of our agreement we make no warranties as to the condition of the equipment, the lessee has selected and sourced from his vendor of choice. Furthermore, leases are non cancellable.
  We accommodated this client in cancelling this transaction, however a cancellation fee for costs incurred was billed. In terms of the contract Tandem would have the right to bill the client all 36 monthly payments.
  Kindly dismiss this claim based on the contract attached and communicate your decision with me
  
  Regards,
  Ramon Chait
  V.P. Originations
  Tandem Equipment Finance Inc.
  5-41 Scarsdale Rd.Toronto, Ontario, M3B 2R2
  [email protected] | (: 416-500-2004 | Toll Free: 888-499-2422 | 7: 416-499-6200 |www.vaultcredit.com

  Customer Answer

  Date: 05/22/2024

  Complaint: 21648009
  
  
  
  I am rejecting this response because it was never specified that the trailer was not to be used for personal reasons ( as a matter of fact, a family member was going to use the trailer for transporting items from a cottage to Ottawa on a regular basis ) , and that is why I referred to the "cooling off" period by Ontario law.
  
   

  Business Response

  Date: 05/22/2024

  from: Ramon Chait <[email protected]>
  to: Clay Andersen <[email protected]>
  cc: Marcelle Newstadt <[email protected]>
  date: May 22, 2024, 11:49 AM
  subject: RE: Additional Response Required | BBB Complaint ID 21648009
  
  Hi Clay,
  In response to this allegation from the lessee – a commercial binding leasing contract was entered into.
  Please refer Mr. King-Lenser to clause of the contract he signed which is below:
  (attached)
  Regards,
  Ramon Chait
  V.P. Originations
  Vault Credit Corporation
  5-41 Scarsdale Rd.Toronto, Ontario, M3B 2R2
  [email protected] | (: 416-500-2004 | Toll Free: 888-499-2422 | 7: 416-499-6200 |www.vaultcredit.com

  Customer Answer

  Date: 05/22/2024

  Complaint: 21648009
  
  
  
  I am rejecting this response because the clause that you are referring to was never exposed to me verbally when I signed the contract. This is a predatory business practice.
  
   

  Customer Answer

  Date: 05/22/2024

  Please keep in mind that Tandem has had numerous serious BBB complaints over the years. Their predatory practices are now well known in Ottawa.

• Initial Complaint

  Date:04/15/2024

  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.

  I financed two pieces of equipment for our business prior to moving into a new, larger location. The first issue is that the rate I was told I would receive based on my credit ranking was not what was actually offered when it came time to sign the paperwork. Reluctantly, I continued as I needed the equipment for our new location. Unfortunately, we experienced significant construction delays forcing us to close our doors for 9 months. I continued making payments as long as I could before requesting a hardship exception due to the prolonged closure. After a couple of months of not receiving a reply from Tandem, I received a threatening email regarding my past-due balance. I explained that I had submitted a hardship letter and was waiting for a representative from the company to contact me. After resubmitting my letter, I was told that I did not qualify for a hardship as "they could see that I had available funds on one of my credit cards", to which I explained that they were mistaken and that my credit cards were all maxed out an also, that my credit file was locked so they could not have even looked that up. They refused. I did the best I could to keep up with payments during our closure receiving threatening emails and letters from Tandem, frequently. When I received funds from my SBA loan, I paid up to date as I said I would. We finally reopened the business March 2024 only to find that the two financed machines were defective. HydraFacial worked to troubleshoot, unsuccessfully. When I explained our issues & once again submitted a hardship letter to Tandem, asking for a temporary deferment of our payments (while we waited for our replacement machines and regained some of our lost revenue), they immediately denied my request and said "Management is denying your request for assistance. I understand the business was closed for 9 months however you are the personal guarantor and responsible for the payments regardless of the business status." My income comes from the business, so we are back at square one. These people do not care about their customers and instead of focusing on the long term relationship. Just look at the reviews for their sister company Pawnee Leasing.

  Customer Answer

  Date: 04/15/2024

  Please find signed document attached

  Business Response

  Date: 04/26/2024

  La Chic Boheme Collective LLC, DBA Shore Rejuvenation Day Spa signed two non-cancelable
  legal binding Equipment Finance Agreements with Tandem Finance on February 6,
  2023, along with a personal guaranty from Holly Sharpe. Both contracts have
  been assigned to Pawnee Leasing Corporation. Ms. Sharpe chose the vendor and
  equipment through “The HydraFacial Company”.  Tandem Finance nor Pawnee
  Leasing are affiliated with The HydraFacial Company and merely provided the
  financing terms for the equipment. Ms. Sharpe had a choice about how she wanted
  to continue, nobody forced her into financing the equipment. Financing is not
  free of charge & it includes added expense. Tandem Finance and Pawnee
  Leasing provide opportunities for businesses like Ms. Sharp’s along with
  providing other products and services. The terms and fees are quite customary
  and are clearly, conspicuously, and specifically disclosed in the Equipment
  Finance Agreement. The schedule of rental payments is clearly outlined on page
  one of both the Equipment Finance Agreements and right above Ms. Sharpe's
  signature. A verbal was also completed February 14, 2023, with Ms. Sharpe on
  both agreements to confirm her acceptance of the Finance agreements and
  approval to pay her vendor. Ms. Sharpe could have canceled the contracts at
  this time if she chose not to continue.
  The contracts Ms. Sharpe signed are non-cancelable legal binding
  contracts and she is expected to pay the total payments on each agreement,
  regardless of the status of her business. Ms. Sharpe admitted in her complaint
  she was expanding into a new, larger location and she needed the equipment for
  her location. She moved forward with the contracts knowing the location; she
  bought the equipment for a location that was not in operation, and she was not
  generating revenue. Ms. Sharpe chose to continue and agreed she would make the
  monthly payments.  We have received the hardship
  requests from Ms. Sharpe and the requests were denied. We are not bound to
  modify her agreement(s) because she requested it.  Ms. Sharpe signed as a personal guarantor
  which states she “unconditionally guaranty’s the full and prompt payments
  and performance of all Borrower’s (La Chic Boheme Collection, LLC DBA Shore Rejuvenation
  Day Spa) obligation under this agreement…”.  Ms. Sharpe’s personal credit is in good standing,
  and she has the availability to make the payments as agreed.  
  Ms. Sharpe also said she was having issues with the equipment. At which
  time we told her she would need to work with the vendor, The HydraFacial
  Company, as they provided the product and Tandem/Pawnee Leasing provided the
  financing terms.  Per the “Terms and
  Conditions” section 2. of the Equipment Finance Agreement, it clearly
  states “We make no (and disclaim all) warranties either express or
  implied as to the condition of the equipment, its merchantability, its fitness
  or suitability for any particular purpose, its design, its capacity, its
  quality, or with respect to any characteristics of the equipment. “Ms.
  Sharpe also agreed her obligations under the contracts are absolute and
  unconditional and she agreed to pay and perform hereunder without offset,
  counterclaim or defense. It’s truly unfortunate Ms. Sharpe is choosing to misrepresent
  our company’s service and she is not taking accountability for her legal binding
  commitments that she willingly entered. Ms. Sharpe needs to take responsibility
  for her own actions instead of placing blame on the financial institution that
  allowed her the opportunity to purchase equipment for her business.

• Initial Complaint

  Date:10/11/2023

  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.

  Help removing repo from my account due to late charges applied to my account
  Tandem Finance: # 389524 - SUNSET EXPRESS US INC.
  
  I am writing to formally request your assistance in removing the late charge that has been erroneously applied to my account. Unfortunately, my past attempts to address this matter to Tandem Finance have been met with unkind rudeness and inadequate customer service. Total late charges fee monthly $576.97 total for 4 month $2,307.88. We don' have any missed payment, we explain to them we were late due to an emergency. We requested help with at lease 2 late charges.
  
  Furthermore, I have recently been experiencing harassment from Great Lakes, who claim to have been hired by your company to repossess the trailer. I find this situation deeply unsettling, especially considering that I have diligently made all monthly payments for both the trailer and the stolen Semi, which is no longer in my possession.
  
  Given the circumstances, I kindly implore your immediate attention to rectify these issues. I trust that with your assistance, we can resolve this matter promptly and restore the integrity of my account.
  
  I look forward to your prompt response and the expeditious resolution of this matter.
  
  Sincerely,
  
  Art Orellana

  Business Response

  Date: 10/31/2023

  
  Sunset Express US Inc, signed a legal binding Equipment
  Finance Agreement on January 14, 2022.All terms and fees are clearly disclosed
  and fees are primarily due to when a customer does not adhere to the terms of
  their contract, our terms are quite customary and clearly conspicuously
  disclosed in our contract.
  Mr. Orellana never provided
  proof of coverage on the equipment, or they chose to go with the ALI
  coverage.  The customer is financing two assets a 2015 Kenworth Truck and
  a 2017 Vanguard Trailer.  The customer reported the theft of the 2015
  Kenworth in April.  ALI will pay for the net investment portion of that
  asset since there are two assets on the contract.  Which they did, we
  received payment from them and applied accordingly to the contract. The
  customer was advised the ALI coverage is for the equipment only and we are the
  insured.  They had a choice to get their own coverage if they don’t like
  the terms. 
  
  Per the contract, they are
  to pay us off when there is a loss which is the 4% PV, not the 5,4,3,2,1. 
  The total payoff was not paid  in April for that asset. 
  
  Reyna Dinarte called in May
  and asked us to stop the ACH and said they were getting an attorney.  They
  were unhappy that ALI didn’t pay more.   The collector informed the
  customer at that time if we stop the ACH there is no grace period and there
  will be late fees if they don’t pay.  They wanted us to proceed with
  shutting off the ACH, which we did.
  
  The collector reached out
  to the customer before the June 1st payment was due to advise we
  received the funds and we wanted to discuss modifying the contract to lower
  their payments for the trailer.  Their response and I quote “Morning, We
  will proceed with a lawyer and provide them with your information.”
  
   The June payment was
  due 6/1/23 and nothing was received (and no response from the attorney). 
  Late fees were assessed, and we proceeded with our collection process.  On
  June 12th we talked to Jose and told him what was due.  He was
  going to talk to Reyna and let us know.  
  Reyna Dinarte emailed us and refused to
  pay.  She felt the debt wasn’t legitimate and we were trying to defraud
  them. She demanded we provide proof they were offered gap coverage and it was
  declined along with an itemized statement (which we provided). We explained to Reyna how
  the terms of their contract work and they are legally responsible for the
  amount owed plus fees since they chose to stop paying. We advised them to have
  their attorney contact us and we’d be happy to discuss the terms of their agreement
  with them. We advised again, we’d be willing to apply the insurance proceeds
  and reduce the remaining payments for them to proceed with making
  payments.  Again, no response.   
  
  Now we are on July 14th. 
  The customer  wants us to waive the late fees.  They are now due for
  June and July plus fees (late fees and ALI premiums). We provided  Mr. Orellana a
  statement of what was owed and agreed we’d take the June payment of at that
  time.  Once we provide the amounts owed, they started disputing the
  payment amount.  We advised the amount due because they haven’t worked
  with us on modifying the agreement to reduce the payments.  They wanted
  the payment amount we quoted back in May, but they were 2 months past due and
  the amounts would now be different.  The collector advised they would need
  to pay June and July if they wanted the payment to be close to what we quoted
  in May. They never responded.   
  
  The collector continued
  their collection efforts through the rest of July up until August 11th. 
  It was assigned to repo to pick up the trailer since they are not communicating
  or making payment arrangements (due June, July, and August).
  The customers have been
  communicating in English until recently, but our bi-lingual rep has been
  assisting in recent communications.   They did have a good pay history because they were
  on ACH but as soon as they asked us to stop the ACH the contract went past due. The contract will need to be paid in full.

  Thank you
  

  Customer Answer

  Date: 11/01/2023

  Dear BBB,
  
  We are writing to inform you that we have decided to reject the business response we received from Tandem Finance, Inc. We have been facing several issues with their handling of our account, particularly in relation to the late charges and repossession of our trailer.
  
  Despite our request for assistance in removing the late charges, Tandem Finance never offered any help in this matter. Instead, they sent us an email threatening repossession of the trailer if we failed to pay the outstanding amount along with the late charges. However, it is important to note that we have made all regular monthly payments up until November 1st, including the processing of the November payment. The only outstanding payments so far are the late charges.
  
  Unfortunately, Tandem Finance took the decision to hire Great Lakes to repossess our trailer solely because we did not pay the late charges. Great Lakes not only violated  the Fair Debt Collection Practices Act (FDCPA), but it has also caused significant distress to my family and me. We have been subjected to harassment by Great Lakes, who were hired by Tandem Finance for the repossession.
  
  To support our claims, we have attached payment confirmations for the months of June, July, August, September, October, and November. These documents serve as evidence that we have consistently made timely payments and have only sought assistance in resolving the issue of late charges.
  
  At this point, we kindly request that Tandem Finance provide the necessary support in addressing the late charges and take immediate action to cease all harassment from the repo company. Our only intention from the beginning has been to seek assistance in removing the late charges, but unfortunately, our requests have been met with harassment instead.
  
  Thank you for your attention to this matter. We trust that you will address this situation promptly and ensure that Tandem Finance upholds their obligations as a responsible financial institution.
  
  Yours sincerely,
  
  Jose Orellana

  Business Response

  Date: 11/13/2023

  from: Mike Sheehan <[email protected]>
  to: "[email protected]" <[email protected]>
  cc: Paul Connolly <[email protected]>
  date: Nov 13, 2023, 10:43 AM
  subject: FW: Additioanl Response Required | BBB Complaint ID 20726890
  
  Mr Andersen :
  I am not personally familiar with the situation. From what I read the borrower takes issue with paying late fees for delinquent payments and is seeking some relief from fees incurred ?  Tandem Finance would never repossess a borrowers equipment due to past due late fees.   Please have the borrower email me directly with their loan contract number and company name and I will personally look into this and reply with my findings and any relief if any that may be available to them.
  Thanks for bringing this to my attention.
  Mike Sheehan
  PRESIDENT
  p:  281 881 9985

  Customer Answer

  Date: 11/16/2023

  Complaint: 20726890
  
  
  
  Dear Mr. Anderson,
  
  I hope this email finds you well.
  
  We have previously reached out directly to Mr. Sheehan for assistance, but unfortunately, it appears that we will not be receiving any help from him. The repo and harassment to my family and me will only stop once these charges are paid. 
  
  Since the beginning, we have made numerous attempts to request assistance with at least half of the charges. However, despite our efforts, we are still unable to comprehend why we were charged a late fee, especially considering that November's payment was made on time. 
  
  Currently, we find ourselves in a situation where we are paying for stolen equipment that we no longer possess. It is disheartening to note that while they may have received payment for the stolen vehicle, we are still burdened with additional fees and interest charges. Furthermore, the threat of repo for the trailer due to late charges has further escalated the matter.
  
  Given the circumstances, our only remaining hope rests upon your assistance. We kindly request your intervention in addressing this matter swiftly and favorably. Any help you can provide to resolve this situation would be greatly appreciated.
  
  Thank you for your attention to this urgent matter. We eagerly await your prompt response.
  
  Sincerely,
  Jose Orellana