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:08/12/2024

  Type:Sales and Advertising 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 December 28 2023 I leased a motorcycle out of capital city cycle for the total price of $6446.51. I put down $1186.51 bringing the total balance due $5259.78. I have paid 8 payments of $249 for total payments of $1992. So I should only owed on my lease $3267.78. The lease company is saying that I owe $5201 to pay the cash purchase price. If I'm paying for the purchase of a motorcycle I should have a motorcycle in my possession but they are not offering anything but telling me if the insurance company doesn't cover the purchase I still owe them the balance. When I told her I was going to report it she hung up.

  Business Response

  Date: 08/12/2024

  Mr. ******,  The Amounts quoted are correct.  The bill of sales given to you by the dealer is not reflective of the lease you entered into.  THis is common amongst dealers and can be confusing in a Lease or Non-cash transaction,  

  We are aware of you claim of the bike being stolen.  My apologies for the process not happening sooner, but we waiting for ***** to inform us of their decision.  Once we have that, we can move forward with you.   

  We know that this is a stressful situation and will contact you as soon as we have any word for GEICO.   Please do not hesitate to contact us in the meantime.   

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22123625
  
  I am rejecting this response because: I have a pay off amount from the company showing $5202 but they are trying to get me to pay $8000
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 08/30/2024

  Once again, the Dealer's buyer's order is an estimate for a cash deal in most cases and the endorsed lease is the binding document presented and approved by your dealer and you.  
  We have explained all of this.  The motorcycle was stolen and your insurance company is in the process of settling your obligation.  We discounted the obligation by over $2000.  ************** was paying the $6000 discounted payoff in which you were to receive the excess of approx $800.  You disputed the amount with YOUR insurance company and they are paying the the $5200 now, which covers your discounted obligation.  
  According to the terms of the lease, you could have owed as much as $8000+.  We are concluding this matter at this time.  We wish you good fortune in your future endeavors.   

• Initial Complaint

  Date:06/26/2024

  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.

  Harassing phone calla and text messages on a motorcycle their repo man picked up. I no longer have the motorcycle and they are Harassing me and my girlfriend about the motorcycle.

  Business Response

  Date: 06/26/2024

  The nice answer is that this is completely false and he is attempting to steal our asset.  Here is a narrative from our ************** in his account.  :  

  Closed all the bank accounts, disabled the gps. Said the bike was stolen/he threw it in the lake/repossessed which it was not/ and said hes hiding it and we will never find it and never pay a dime. 
  
  
  Stated good luck getting the bike or any money and that he would block all our numbers and take all our jobs. 
  
  
  **** (Director of Collections) spent about 2 weeks trying to get him to be reasonable. ****** ( National Sales Director ) is helping me reach out to the dealership to see if they can get him to come in so we can recover the unit, he's a regular customer there and a member of the Outlaws biker Club.  

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21899306
  
  I am rejecting this response because:I'm not a member of the outlaw motorcycle club. I do not have possession of the motorcycle. I did not close my bank accounts and I'm not paying for something I didn't sign papers on and how did he even get that idea of me being in a motorcycle club.... when I'm not and all I want is all the harassing phone calls to stop and the repo man went inside my uncle garage illegally. I didn't take the *** off the motorcycle. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/27/2024

  Once the bike is returned, collections efforts will cease.   
  All of our calls are recorded.    

• Initial Complaint

  Date:05/15/2024

  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 have leased a motorcycle for at least a year probably a little longer now yet I haven't been able to ride it. They have the bike paperwork saying that horsepower is leasing it to horsepower. So basically it says that I'm not making the payments that they are which is super sketchy. The *** says that I can't get tags because they retitled it in ******* after I leased it so I haven't had tags or been able to ride it because of that since I leased the bike a year ago. So I've been paying 500+ a month roughly 8000$ on a bike that I can't ride and today they took 600+$ out of my account under a different name to get around the block I put on them through my bank. Horsepower refuses to do anything to fix this they say they can't do anything on their end that I need to load the bike up and miss work to fix something they caused and take the bike clear to ******* to their main office to get the issue fixed of them retitling the bike. They made the mistake not me yet I've been and continue to pay for it.

  Business Response

  Date: 05/15/2024

  Unfortunately, Horsepower can not register the bike; the dealer is required by law to register the bike.  That dealer that he leased the bike from is Integrity in ***  We would help if we could, but we are not the dealer.   I completely understand the customer's frustration, but the complaint should be to the Motor ************ in **** complaining that the dealer did not register the bike.   Horsepower has paid the dealer on behalf of the consumer to register title and pay taxes on the motorcycle.   Our only power is to call the dealer and communicate on the consumer's behalf which we have done.   

  He is certainly responsible to make payment on the motorcycle as long as he possesses the bike. Again, I feel his frustration, but it is not within our power to fix the issue.   

• Initial Complaint

  Date:05/01/2023

  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.

  April 14, 2022 a purchased a motorcycle and was financed through horsepower financial. My monthly payment is $370.58 due every month on the 14th. I have made a years worth of payments and have all 12 bank statements to prove it April 21, 2023 I received an email stating that I had a past due balance of $492. I contacted horsepower to see what the issue was. They told me I had a late payment from May 14,2022. Which also was the very first payment. I notified them that I paid them for a year straight with no issues, and that they were contacting me almost a year later about a payment that they claim was late, but was never late after going back-and-forth with him. I agreed to pay the 492 so on April 22, 2023 I made a payment of $150, the next payment was $346.26 which I paid April 28, 2023. I also contacted them after I made the payment to make sure that I was up-to-date. They confirmed that my payment history was up-to-date and my next payment will be May 14, 2023. Today I received an email April 29, 2023 that the payment was declined. But I have proof shown on my bank account that they took the payment of $346.26 so Im real confused about whats going on I feel like Im being scammed. I have no problem paying my monthly payment I just dont like to be harassed.

  Business Response

  Date: 05/01/2023

  ************** is correct.  The system sent an automated email when it should not have.   We have apologized to ************** and made the proper reflection in his account.   

  I am sincerely both sorry for the trouble and grateful for the notification.   We are certainly not perfect, but when we make an error we will own it and do our level best to correct it.   

• Initial Complaint

  Date:04/20/2023

  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.

  Below is my wifes interactionthe following occurred February 2023 we have had the motorcycle since February 2022. They are extremely rude and messing us over In February *************************************************************************************************** FEBRUARY! We still go without temp tags until March 25, they said they were delivered back to them undeliverable and called to confirm address, we confirmed it was correct and they sent the same tag again, we get it this time and our names are spelled totally wrong on the envelope so Im sure thats why they were undeliverable, we get the tag March 25 and it EXPIRED March 25so the tag is no good. I reached out to see why I havent gotten my hard plates and there was no answer. They keep harassing me about payment on a motorcycle that Ive had over a year with NO TAGS.They are trying to say they have been trying to reach out and they havent, I have record of giving them our new numbers and they still havent reached out. **************** reached out to my email and is not trying to say my wife refused the package ?? Im so over their mess, its absolutely ridiculously, we have the *** app and get stuff delivered from the all the time with no issues.Wife- They leased me a bike with NO title and the dropped the dealership I worked with. I have had my bike for almost a year with NO tags and nothing but issues. Ive talked to several people and one will tell me theyll help and figure it out and the next will tell me that theyre fully aware of the situation but theres birthing they can do. Then ** told about a bridge program and the last thing I heard from them was that Ill get paperwork with my new agreement and paperwork and payment in the mail and I havent received anything and its the end of January. I unauthorized payment from my bank because yall have literally told me nothing and then I get an email for a payment after months of not hearing from yall. What a joke!DMV IS UNABLE TO GIVE US TAGS. They screwed us out of a motorcycle.

  Business Response

  Date: 05/05/2023

  We have repeatedly tried to reach out the the complainant.   They have refused to live up to their end of the agreement, but due to 3rd party disclosure policies we have, I will not go further.  

  We are happy to refund any monies that they have actually paid and have the bike returned in the same condition that they received it.  We need contact information and their willingness to communicate and we will reverse this transaction.  

  Baring that, we will continue to escalate our efforts to recover the asset using every means in our agreement.  

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19961314
  
  I am rejecting this response because: We would like the down payment we put on the bike and any payment ever made. We have not had tags on the motorcycle since we have received it. The Texas DMV has stated that we can not get a tag unless the company takes action because they owe money in several states. We have emails of communication, emails with our new numbers included, we have been lied to and disrespected since we used them as a lender. This does not need to be on our credit report. We have emails going back since March 2023. All of this has been absolutely ridiculous and unfair. They didn't hold up their end of any agreement they have also agreed too, so we did the same.
  
  Sincerely,
  
  Kia ******

  Business Response

  Date: 05/05/2023

  The bike is owned by Horsepower.  It is leased, There is no ownership in the bike as the title is retained until purchased.   We will again, agree to a full refund of any monies paid once we receive the bike back in the condition it was leased to the consumer by the dealer.   Our documentation is complete.  

  Any civil or other remedies available to will continue to be pursued until the bike is returned.   Horsepower is happy to be finished with matter.  

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19961314
  
  I am rejecting this response because:

  Bike will be returned if we are given this in writing and have my lawyer present . All of our money needs to be returned when the bike is picked up. We weren't asking for the title for the Motorcycle we were simply asking for tags do the bike can legally be operated and they refused to do that. 
  

  They have refused to speak with us and we have documentation that we have been ignored. It's all attached 

  
  Sincerely,
  
  Kia ******

• Initial Complaint

  Date:01/09/2023

  Type:Sales and Advertising 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.

  In March 2022 I leased a ****** through horsepower financial. The motorcycle ended up being defective after 2 weeks. Full twin cool system failure (I replaced this out of my own pocket), electrical system corrosion and failures, full charging system failure. I contacted the dealership and they refused to honor the warranty purchased, telling me I had to take the bike to them (who couldn't find the issues, that were extremely apparent). So I went through horsepower financial services and terminated the lease. It takes roughly 3 weeks for them to pickup and repossess the motorcycle.Now a year later, the company is trying to charge me for every month since signing the lease in monthly payments, fees, late fees, etc. I have explained multiple times via the phone that they had possession of the vehicle from 2 weeks after paperwork was signed, and retrieved their property roughly 5 weeks after lease was signed. Why am I being charged for all the months I didn't have the vehicle. Their representatives keep saying it's likely an error and they will get a solution and get back to me. I call after a bit and they have no answer. ***** later they call collecting a "debt" once again and the cycle continues. If you place a lease termination clause in your contacts for the buyer, you need to HONOR it. Refusing to do so and trying to overcharge consumers is horrible business practices and shouldn't be allowed.

  Business Response

  Date: 01/11/2023

  **************** did lease a motorcycle from a ******* dealer.  NOT Horsepower Financial.  Horsepower is not a dealer.   The issues that occurred with the bike that **************** espoused, are not a responsibility nor control of Horsepower.   They are a function of any warranty or arrangement with the dealer. 

  The lessor, as in any vehicle lease (Closed end) is responsible for the total balance of payments this is a 36 month lease, so the lessor owes the remaining payments of the lease.  Once the surrendered bike is disposed of the lessor would then owe or get credited the amount under/over the residual value that is published with the lease at the beginning of the lease.  Surrendering the bike is a voluntary repossession.  We have not reported that voluntary repossession to the credit bureau at this point.  

  We are happy to work with **************** to come to a reasonable accommodation.  

• Initial Complaint

  Date:11/28/2022

  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 problem with Horsepower financial i took a loan with them on March 2022, I have called them numerous times why are they not reporting to the credit Agencies and all they say is that they are having problems with their system, I have autopay with them, and my payments are due every 26th of the month and on 11/25/22 they decided to take my money without authorization. I told them that I want out of my lease because they are not doing what they supposed to do. All they want is their payment. I'm turning in the bike, and they said they would report it to the Agencies as a repo, but my payments are current. They cannot report my om time payments, but they want to report a repo. I need help how to terminate this lease because they are not keeping up with their part of the contract. I want out of their contract

  Business Response

  Date: 11/28/2022

  The Lease is for 36 months.   The obligation to lease the bike is for 36 months.   There is not buyers remorse clause that allows any lessee to return the bike with no penalty prior to that time frame.  If indeed the Lessee voluntarily returns the bike for any reason, it is recorded as a voluntary repossession.   The Lessee may also owe a deficiency balance depending on the initial Agreed upon Value of the bike and and taxes that the lessee rolled into the lease without paying.

  As far as payment taken on the 25th.  The 26th was a non-bank day (Sat) so the payment is taken on the first banking day prior to that date.  It is authorized via the payment authorization the lessee signs at the time of lease origination.  If there is any issue with payments we are happy to discuss and attempt to solve it for the lessee.   He has been a good client and want to keep him happy.  

  We are aware of the desire for his payments to be reported to the credit bureau, and are working with Experian to solve that for him.    

  We will attempt to contact the Lessee and solve any issues.