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:09/17/2023

  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.

   
  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,
  
  *************************************hone calls and wasted hours later, they got the paperwork filled out correctly and submitted to the lease bank. Now, fast forward six months. I decide to sell the vehicle. After spending several hours working with different dealers to buy it, I had secured the best deal. Everything was going great until the very end when they came out and said "sorry, we can't buy your vehicle, the title is wrong." I was super confused. So again I call the new bank, the old bank, and eventually Refijet. After several more wasted hours and phone calls, I learned that Refijet sent my title to the county tax office where I live but never sent money to process it. The lease bank provided me with the check number, tracking number, and who signed for it proving that Refijet had the check since APRIL 14th. FIVE MONTHS passed and they couldn't get the title correct. For all the wasted time and frustration I am formally requesting a full refund of the $499 fee Refijet charged me to process the loan.

  

  Business Response

  Date: 09/20/2023

  Hello ***********, 

  We are very sorry to hear that you experienced these difficulties with our Company. We take customer service issues very seriously and have looked into your complaint internally. We have issued you a refund as requested and it will be overnighted to you today.

  If you have any other questions/concerns, please reach out to *****************************.

  Thank you, 

  The RefiJet Team

• Initial Complaint

  Date:09/06/2023

  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 was looking into auto loan rates on lending tree and one of the companies they sent my information to was Refijet. The Refijet rep called me and when i answered it was just music because i was on hold even though they are the ones who called me. I hung up and then received a text from **** with Refijet at number **************. I replied that it was very disrespectful of my time to call me and not have the decency to be on the line when i answered. I said don't call me again and replied STOP to the text as instructed to opt out of further contact. I then received another call and when i answered i was in hold again. I hung up. I received a 3rd call and someone named ****** answered and after asking me how I was doing he hung up. I then received an email. This all occurred on Sep 6th, 2023. I asked to stop being contacted and i expect it to be honored. This is harassment.

  

  Business Response

  Date: 09/12/2023

  **************, 

  We are sorry that you did not receive a 5-star experience with us. We take customer complaints very seriously and have addressed the issue internally. We have removed you from all communications and apologize for any inconvenience. 

  Sincerely, 

  The RefiJet Team 

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am very appreciative for the response by Refijet and correcting the issue I had.  ****** was very helpful and apoligetic for the issue and was able to make the issue correct.

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

  l back and RefiJet will not tell me where the remaining $1111 is and will not return my call. As i am paying interest with my new lender for the full amount of $29644 and RefiJet is holding my money without any resolution to **** would like the over payment paid from RefiJet as they only sent the amount to my previous lender for what was owed on the account.

  

  Business Response

  Date: 08/28/2023

  Hello *******, we are sorry to hear that you didn't feel like you got a 5 star customer experience. Our customer service team sent you all of the relevant paperwork and a complete breakdown of the refund owed to you. Your refund is on the way. If you have any other questions or concerns, please feel free to reach out to ****************************** Thank you, The RefiJet Team

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair 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.

   
  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,
  
  *************************

  

  Business Response

  Date: 08/24/2023

  We re sorry that you feel like you did not receive excellent customer service from **********************. It sounds like the issue is not resolved but please reach out to ***************************** if you have still have any questions or concerns. Thank you, The RefiJet Team

• Initial Complaint

  Date:08/12/2023

  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 do not want refijet warranty. You lied and are misleading. Cancel refijet warranty on loan. I DO NOT WANT YOUR WARRANTY. 

  ce mails emails , you name it, but never got a response. Asked for a supervisor who was rude and no help and could have cared less

  

  Business Response

  Date: 08/25/2023

  ****, we are sorry to hear that you feel that you did not receive excellent customer service. We have reviewed all that calls associated to your account. We believe that you are attempting to cancel and collect the prorated refund from your previous lienholder. We unfortunately can not facilitate that on your behalf with that lender. Please feel free to reach out to ***************************** if you still have any questions or concerns. Thank you, The RefiJet Team

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20461045
  
  I am rejecting this response because

  i want warranty canceled
  
  *******************************************

  

  Business Response

  Date: 09/11/2023

  Hello Rose, 

  We have attempted to reach you several times to resolve your issue and have been unable to reach you. Please respond to ***************************** or call ************** so that we can coordinate a phone call with you. 

  Thank you,

  The RefiJet Team

  Customer Answer

  Date: 09/24/2023

  I have not received the paperwork refund I am still waiting to receive it. 

  

  Business Response

  Date: 10/09/2023

  Hello Rose, 

  Our Customer ******************** has confirmed that the Documents have been signed and cancellation is in process. However, RefiJet cannot refund you as the policy was not paid in its entirety and that is why the refund goes to the lender and the amount comes off the back end of the loan.
  
  If you still have questions, please reach out to *****************************. 

  Thank you, 

  The RefiJet Team

  Customer Answer

  Date: 10/14/2023

   
  Complaint: 20461045
  
  I am rejecting this response because:
  
  *******************************************

• Initial Complaint

  Date:08/12/2023

  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.

   
  Complaint: 20459570
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************** principal amount is now $495.00 higher than it should be which would result more interest I would have to pay, and this is not right in any comprehensible way. Also, I was told they would charge $10 which was the amount to open an account for me, but my online banking only shows $5.00 be deposited into my account. Im asking ******************** to provide an explanation to this and take the $495.00 off my loan principal plus correcting my account balance to $10 as it should be.

  

  Business Response

  Date: 08/21/2023

  We are reviewing your concern and will get back in touch with you shortly. Thank you for your patience. The RefiJet Team

  

  Business Response

  Date: 08/23/2023

  YSG conducts auto loan refinance communications with consumers on a recorded phone line.  We reviewed the calls associated with this consumers complaint and found the following:
  Prior to the consumer signing the loan documents, every amount included in the loan principal was itemized, including the $495 processing fee, which was clearly disclosed as such.  The itemization was provided verbally on a recorded call and on the loan contract the consumer received and signed. 
  On a separate call, which occurred after the consumer signed the loan documents, the consumer contacted us asking about the prepaid finance charge on his contract.  Our agent described again that the $495 fee is for the processing work we perform. 
  The loan contract clearly discloses which fees are prepaid finance charges and that they are included in the total amount of the loan.  Because our fee is a Prepaid Finance Charge it does not accrue interest. 
  Our $495 processing fee, which is itemized so it is clearly part of the loan principal, is calculated as a prepaid finance charge and shown as such on the loan contract.  As is standard in auto loans, prepaid finance charge does not mean that that fee is handled outside of the loan principal.  It means that the amount is handled differently when calculating the APR.  We implement the lenders rules for which fees are considered prepaid finance charges for calculations and rates on their loan contracts.  This lender has us label our processing fee as a Prepaid Finance Charge to make it clear to the consumer how that fee is handled in the APR calculation. 
  Note:  This lender also has another fee, their document fee, labeled as a Prepaid Finance Charge on the loan contract.
  During the same call when the consumer asked about the prepaid finance charge, he asked about the accrued interest on his previous loan and the new loan, since we had already sent the payoff to the previous lender from the loan funds from the new lender. We explained that the payoff sent to previous lienholder did not include our $495 Processing fee. That fee is there for us to complete our processes and finalize work to the *** for the consumer, not for any interest charges.
  At no point was the consumer told that our processing fee was to pay accumulated interest on the previous loan.  We did notify the consumer that when we calculate the payoff amount for the previous loan, we calculate the per diem interest charge so we get as close as possible to the amount due on the day its paid off.  That amount is included in the principal amount of the new loan, in the line showing the amount being paid to the previous lienholder. 
  The lender requires us to itemize their $10 fee on the loan contract. We do not control how they apply those funds to the consumers account and did not tell the consumer that that amount would be applied to their account.  This is a concern that should be addressed directly with the lender.
  
  The loan contract and communications with the consumer accurately described the fees, prepaid finance charge, and interest accrual.  We consider this matter resolved with an explanation

  Customer Answer

  Date: 08/29/2023

  The response provided only tells half of the story.

  
  If all calls are recorded, Im requesting to have the initial call I had with the loan officer discussing the $495.00 prepaid finance charge. I was told during that call this is the prepaid interest fee that would need to be paid to my previous lender (5/3 bank). Somehow a couple of weeks later, I called back questioning the $495.00 being added to my loan amount, the answer to that changed to thats a fee to us, I was shocked. Had I been told such during my initial call, I would not have continued with the refinance process.

  
  $495.00 fee was being charged to me TWICE. See below for details.
  Loan amount to 5/3 bank: $43700
  Interest accumulated with 5/3 bank: $555.64
  Total owed to 5/3 bank: $44255.64
  Loan principal amount to Consumers: $45,755.21 which has included the $495.00 fee
  Difference between consumer loan amount and amount owed to 5/3 bank: 1519.58
  Check received from Yield Solutions Group:990.58
  Difference: $529 which includes $495.00 +18.00 (public officials) +$6.00 (document Fee) +$10.00 (consumers CCU)
  As you can see clearly, the $495.00 fee was being charged to me twice, once being added to the loan amount, once being deducted from the refund check amount.
  
  
  
  

  

  Business Response

  Date: 09/11/2023

  Hello *****, 

  As described in our previous response, when a fee is considered a Prepaid Finance Charge, that just means it is calculated as a prepaid fee rather than an amount on which interest is charged, not that it goes towards the finance or interest charge.  It relates to fees related to the new loan, not amounts due to the previous lender.  We reviewed the calls and confirmed that our agent did not state that it went to the previous lender.  On the call when the loan structure and costs were itemized, the agent explained that amount due for payoff may be different than what showed on the consumers loan account based on timing and the fact that the amount due includes accrued interest, but that any extra amount would be refunded to the consumer.  During this call, the agent did not state that the $495 goes towards payoff or interest to the previous lienholder.  The $495 fee was described as a processing fee.  All payment and loan information provided to the consumer reflected that it included the $495 fee and the amount was disclosed to the consumer as being included in the loan, as well as being shown on the loan contract. 
  
  The previous lienholder defines the total amount of payoff due at the time we ACH the funds to them, so the amount is an exact match.  In this case, Fifth Third charged $44,284.13 for the payoff on 7/25/23.  Because we cannot control the amount of time it takes a lender to fund the new loan, we dont know the exact date on which we will be able to payoff the previous lienholder.  Therefore, we do an estimate, as our agent described on the calls, to ensure we receive enough, then the consumer is refunded any extra amount included in the new loan. 
  
  The $495 processing fee was only charged once. The new loan amount, as the consumer stated is for $45,775.21.  After subtracting the $495 fee, the lenders $6 and $10 fees, the $18 public official fee, and the amount of payoff to Fifth Third of $44,255.63, that leaves an amount due to the consumer of $990.58, which was received and cashed by the consumer. 
  
  $45,775.21          New Loan Amount
  ($495)                 Processing Fee
  ($6)                      Lender Fee
  ($10)                    Lender Fee
  ($18)                    Public Official fee
  ($44,255.64)        Exact Payoff
  $990.58                Refund Paid

   

  Please email ***************************** if you still require more clarification or have any other questions. 

  Thank you, 

  The RefiJet Team

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20459570
  
  I am rejecting this response because:

  I need to be provided with the phone recording that captured my initial conversation with the loan agent. What I clearly remembered being told during that call was that the $495 was to pay to the previous lender 5/3 bank.  
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 10/25/2023

  *****,

  We have uploaded to a secure site the recording requested and shared with the BBB. 

  Thank you, 

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20459570
  
  I am rejecting this response because: The recorded conversation was all around the accrued interest amount to my previous lender. I was shocked when hearing about the $45k something of my loan amount as it was higher than my original loan amount. Then the loan officer kept explaining that was all due to the possible accrued interest for the period of time during which loan was being processed. Therefore, I thought any additional charges were to be paid to my previous lender. 

  I have submitted this case and the phone recording to the attorney general in *****************, as I will continue to fight for my right as a consumer. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/11/2023

  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.

  I wanted to have the truck I recently purchased refinanced. I found Refijet on the internet and started the process. I explicitly explained to my agent ****** my goal of lowering my interest rate and reducing my cost. I asked him what is the total cost of refinancing this loan? He informed me it was $495.00. But, what he failed to mention was there was a additional cost of $6000.00 added to the loan. The whole purpose of refinancing is to lower my cost. I now owe more than I did had I stayed with the original financing and I've lost money. When a person refinances he is suppose to be happy and satisfied, instead, I am regretting ever doing business with RefiJet. This is a terrible way to do business.

  

  Business Response

  Date: 08/16/2023

  Our QC department has handled this issue and consumer is happy now. 

• Initial Complaint

  Date:08/07/2023

  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 conducted a lease buyout through Refijet and continuously ran into problems, amounting to a serious breach of their responsibilities to me and putting me in danger of losing my vehicle.I experienced:-Continuous delays in the process despite being clear on the end date of my lease. The funds were sent to the leasing company late and I had to continuously call to check in to see when they were being released to avoid having my car repossessed -Unable to get in touch with my loan officers and constant changes in contacts. Emails, calls, and texts would go unanswered for days at a time. I would call the customer service number and never receive a call back.-The funds sent to my lease finance company were incorrect and I only discovered this after following up with the leasing company. I again attempted to call and email multiple times without receiving a response. When they saw the mistake, I was told I'd receive a follow-up and never did.-I signed multiple forms authorizing Refijet to complete the titlework and it was not completed. Over a month later and there was no new title for my vehicle. My old registration expired and I could no longer drive the vehicle. Again, I could not get in touch with any of the loan officers assigned to my account and the title department could not locate the title either.

  

  Business Response

  Date: 08/23/2023

  We have reached out to the customer and have made arrangements to help. We think this is resolved. 

• Initial Complaint

  Date:07/29/2023

  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.

  Sent July 18 Hey good afternoon this is *************************** my name is ***** manager had replied yet for assisting you with your 2017 ****** Altima just wanted to call and follow up and let you know that I was able to get that auto loan statement waived him and your deal is at the lender and it's being funded so soon as that deal is funded in the payoff is sent we will be following up and providing you with that tracking/a reference number just so you have something to fall back on and you could provide to him Avett acceptance if needed OK so again my name is ***** manager here refined yet were able to get the auto loan statement waived your deal is at the lender being funded if you do have any other questions or concerns moving forward till feel free to reach out to me on my direct line here at ************ I do not answer please leave me a voicemail with your name and number and I will return your call as soon as possible OK all right thank you for your time and will talk to you soon bye

  July 10 Hi ******, ****** here with RefiJet. I am a loan coordinator working in support of your financial services representative ******.  I am reaching out in attempt to set up a loan- closing appointment time ; at which I will review all documents with you before signing. It is important we complete this  as soon as possible to keep every thing on track for speedy processing. Is there a time today where you're available for your loan -closing call? The call shouldn't take more than ***** mins tops. Thanks

  

  Business Response

  Date: 08/09/2023

  Hello ******, We are sorry that you were not communicated with more thoroughly. The payoff for your loan was sent on 7/28 and can take 2-5 business days to clear depending on process of the current lender. Please feel free to reach out to ***************************** if you still have questions or concerns. We pride ourselves in good communication and customer service and have addressed this internally to avoid this in the future. Thank you, The RefiJet Team 

• Initial Complaint

  Date:07/06/2023

  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.

  The total refund from Ally - was a whopping $70. This does not nearly cover the $300 charged in interest from the 2 loans overlapping. Im not sure what industry standard fee Refijet is referring to, as I have never heard of a fee for a loan of any kind especially not for someone with outstanding credit (over 800). The fee was not disclosed until after the hard hit on my credit and the time between the new loan funding and the original loan payoff is completely unacceptable. Not to mention that Refijet quoted one rate better than competitors on lending tree to then increase the rate to higher than others on lending tree then add in a fee only to place my loan with a lender who was quoted on lending tree along side their quote. I could have chosen ********************** directly from lending tree and ended up with a better rate and no fee. Only Refijet misrepresented their loan rate to try to initiate business and failed to disclose fee until after there was a credit hit. Seems like a bait and switch situation to me.

  

  Business Response

  Date: 07/17/2023

  ******, 

  We are sorry to hear that you didn't feel like you had 5-star customer service from our team. Our service does have a fee but it is one of the lowest in the industry. As for your payoff inquiry, Ally processed your payoff on 7/10/2023. The new loan payment is due on 7/31/2023 and we confirmed with Ally that you will be getting back any overpayment via refund from them. Please reach out to ***************************** or call ************** should you have any additional questions or concerns. We appreciate you being a customer. 

  Sincerely,

  The RefiJet Team

  

  Business Response

  Date: 08/16/2023

  **************, were sorry you had a bad experience. It is customary for us, and all companies like us, to charge a fee, as we are performing a service and thats how we keep the lights on.However, since you are unhappy with our service, we will refund the $495.00 fee. Please accept our sincere apologies for your unpleasant experience. If you would ever like to try us again in the future, we will waive the fee to prove to you we are a fantastic organization. 

  Customer Answer

  Date: 08/22/2023

   
  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,
  
  ***********************