Business Profile

Title Agent

Loanmax

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Complaints

This profile includes complaints for Loanmax's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

93 total complaints in the last 3 years.
31 complaints closed in the last 12 months.

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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:01/23/2025
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.
Everything was fine until I made October's payment. A few days later I noticed a "wellshire" charge on my account as I am in the hospital with my pregnant wife. I dispute the charge, loan star calls a few days later and I explain that was not the name on any of my paperwork and I will gladly provide a card to replace the payment, they refused and said I had to come in even though I was stuck at the hospital. I explained this was not my error but their system using a different name than authorized to withdraw from my account and I was unable to come in. This has now been going on for 3 months and everytime I call in or they call me they refuse to take my payment over the phone due to an error on their end. I am now afraid to come in and do any type of business as with the exception of ***** everyone I have spoken to has been rude and tells me they will have a supervisor call me in ***************************** so to go by and a new person call as if I Have never explained the issue. It is really frustrating and now by balance has ballooned over 11k because of their refusal to take payment. I have not worked in over a month being at the hospital and have medical bills and a family to provide for and need a resolution to get my title back and be done with this company. This is unethical and I am really concerned for anyone who has to do business with this company. Completely unreasonable. Please help.
Business Response
Date: 01/30/2025
The company operates in strict compliance with state and federal laws and has committed no wrongdoing. On September 11, 2024, Mr. ******** borrowed a total of $5,032.93. Mr. ******** did not submit his monthly payment in October. On November 21, 2024, he submitted a payment with his debit card payment, but then on December 10, 2024, he disputed the payment and the company was forced to return it to his bank. With that said, to date, Mr. ******** has not submitted a payment toward his loan. ****************** can no longer submit a payment with his debit card, he can submit a payment using cash, money order, cashier's check, or ************** Moreover, he can go to any LoanStar office to submit a payment (or he can submit the payment is US Mail).

Customer Answer
Date: 02/05/2025

Complaint: 22848570

I am rejecting this response because:
It is inaccurate. I have numerous phone recordings of being given the run around that a manager will call back with resolution - nothing ever happens- and when they finally do call they listen to my complaint, say they understand and a manager will call me back. It's a never ending cycle. As stated previously the charge was disputed because it was deducted by wellshire- that is not the name on my signed paperwork that would be deducted from my account. That is illegal and unauthorized. Also I originally came in on 6/28 and made payments and reloaded in September. Since then - I have been in the hospital with my wife and you all have repeatedly refused phone payments due to an error on your end. This is unethical. I will gladly pay my loan balance of $5,032.93 to resolve this or I will need to contact my lawyer for further action.
Sincerely,

******* ********
Business Response
Date: 02/05/2025
As previously explained, the company is sorry Mr. ******** is upset, but the company committed no wrongdoing. The company's corporate name, which is on Mr. ********** contract and other document is Wellshire Financial Services, LLC. With that said, the company is unsure why he disputed the payment. As stated on all his loan document, the company does business as LoanStar Title Loans. Again, to date, Mr. ******** has not submitted a payment toward his $5,032.93. He should go to any LoanStar office to submit a payment (or mail a payment with certified funds) as his account is severely past due.
Customer Answer
Date: 02/10/2025

Complaint: 22848570

I am rejecting this response because:
It is inaccurate. I have made several attempts to make a payment over the phone as I have no way to go in office and it has been refused by the business. The paperwork on the current contract I have does not reflect wellshire. I have no issue paying the amount I was loaned but charging me while refusing to take my payment is unethical. I have no trust in the business to do the right thing and am uncomfortable going to the location once I am able to.
Sincerely,

******* ********
Initial Complaint
Date:12/30/2024
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 would like to file a complaint regarding my 2020 ***** Civic, which was repossessed due to an outstanding balance I was unable to pay. I understood the vehicle would go to auction, and I would receive a balance after all fees were paid. The vehicle was sold on March 27, 2024, which was nine months ago. Since then, I have been calling the corporate office in *******, *******, at *************] 23 times a week to check on the status, but I keep getting the runaround.
Business Response
Date: 01/15/2025
The company operates in strict compliance with state and federal laws and has committed no wrongdoing. A check has been a mailed to Mr. ******* (US Certified Mail: **********************)
Customer Answer
Date: 01/21/2025
I have yet to receive a check all I received was a tracking number and the mail service said the sender has not sent anything seems like I keep getting the runaround
Business Response
Date: 01/22/2025
The company has committed no wrongdoing. A check was mailed to Mr. ********
Initial Complaint
Date:12/27/2024
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.
I have business with this company however they are very unprofessional and very disrespectful.I have been SICK in the hospital and STRUGGLE TO SPEAK. The girl I spoke with today at the ******** location (*************************************) was extremely rude and apathetic as she did not care about my health condition and did not address my concerns and threated me after I already agreed to resolve my account with them and provided a specific date. Once my account is resolved I will NEVER TO BUSINESS WITH THIS COMPANY AGAIN and I will make sure anyone associated with me will never do business with them.
Business Response
Date: 01/13/2025
Thank you for notifying the company of Ms. ********** complaint.

            An investigation into Ms. ********** complaint proved the company committed no wrongdoing. On December 1, 2023, Ms. ********* borrowed $1,000.00. The annual percentage rate and finance charge are displayed in large print at the top of Ms. ********** contract as required by the Federal Truth and Lending Act. Also in the contract, the company warns, in large BOLD print that the loan has a high interest rate and encouraged her to seek other alternatives. Based on the monthly income and expense information that Ms. ********* entered on her application, the loans scheduled monthly payments were within her ability to repay. At no time did Ms. ********* indicate that she was confused about the terms of her loan.

            A review of Ms. ********** account reveals that she has not submitted her monthly payments as agreed and has had limited communication with the company. In fact, the last monthly payment she submitted was on September 12, 2024. Most of the companys customers pay off their loan in a short period of time, which reduces the amount of interest the borrower pays. Finally, the employees adamantly denies Ms. ********** claims and the company has never had any other customer service complaints against the employees.

            In closing,the company operates in strict compliance with state and federal laws and has committed no wrongdoing. *********************** is a consumer focused lender and strives to ensure that its customers are satisfied with its ***************************Therefore, in a good faith effort to resolve this matter the company is willing to discuss a mutually beneficial settlement agreement with Ms. **************** If she is interested in the companys offer, ************ can contact *******, the companys Assistant General Counsel at ************ by January 21, 2025.

            Thank you again for your assistance in this matter. Please feel free to contact me with any further questions or concerns.

Customer Answer
Date: 01/13/2025

Complaint: 22737626

I am rejecting this response because:
The response is so far fetched from the complaint. The company takes 0 responsibility of how they treat people regardless of the circumstances at hand.

Sincerely,

******* *********
Business Response
Date: 01/13/2025
Again, an investigation proved the company committed no wrongdoing. Ms. ********* has not submitted her payments as agreed and is in default per the terms of her contract. ******************** want to discuss a mutually beneficial settlement agreement, she should call ******* at ************ by January 21, 2025
Initial Complaint
Date:12/02/2024
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 bought a vehicle from a private owner who bought the vehicle at auction. The auction was authorized by LoanMax Title in order to collect the unpaid monies by a former owner. Upon taking the vehicle to get registered, I was informed by the *************************** that LoanMax has a lien on the title. The *************************** needed LoanMax to release the lien in order for me to register the vehicle in my name.I contacted LoanMax and ****, the representative said that they would not sign off the release of the lien because they closed the previous owner's file, and they did not get enough money from the sale to cover the amount the previous owner owed. My question to them is, "how is that the problem of the new owner?" When LoanMax sent the vehicle to the auction, they knew full well that they may not get the desired amount they want. They should not pass the debt of the previous owner to the new owner. That is their loss and that is the cost of doing business. It is not fair to the new owner to assume the debt of the previous owner. I would like for LoanMax to sign the release of the lien so everyone can move on. It is a lot cheap to resolve something so simple than making things harder and taking the issue to court.
Business Response
Date: 12/11/2024
We have reached out to Mr. ******** and assisted him. This matter has been resolved.
Initial Complaint
Date:11/26/2024
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 got a Title Loan in February of 2024 for *****. on my 2014 ***** Accord.( I was offered a loan amount of ******). I made timely payments on the loan ****** or ******* October of 2024 I went in to inquiry of I had any principle available on the loan#**-532 I was informed I did principle amount $*****. The office manager called her manager for approval.I was told they paid off the first loan and I received the ***** this is what I was clearly trying to do. My monthly payment were ******. which was due November 3rd and was not part of any promotion. November I paid my monthly of ******. and was informed I still had the first loan of ******. The office manager told me I should have cashed the check of ***** and give it back the loanmax which makes no sense and clearly that was not what I trying to do. So now I have two loans on one car title of ******. I tried to have another company buy they loan but they informed me they can not because there are two loans on one car title. I am stuck and at 63 years old and retired I am afraid of losing my car. I feel I was taken advantage of and I was unaware and this was explained me before I would have never done and I was clear when I went of what I was trying to do. If you bbb can assist me with this matter I would greatly appreciate it
Business Response
Date: 12/04/2024
Thank you for notifying the company of ************ complaint. We appreciate this opportunity to respond.

            An investigation into the grievance revealed the company committed no wrongdoing. On February 5, 2024, Ms. ******* borrowed $2018.00. Her loan was due in full on March 6, 2024; however, Ms. ******* elected to submit the minimum amount needed to renew her contract for additional 30 day periods. On October 9, 2024, Ms. ******* borrowed an additional $1,000.00. As the employee explained to Ms. ******* when she opened her second account, the ********************** were not combined and she had two separate accounts. At no time did Ms. ******* seem confused or act like she did not understand the terms of her loans.

            Notwithstanding the above, the company is a customer focused lender and was sorry to hear that Ms. ******* was upset. Therefore, in a good faith effort to assist her, the company agreed to settle her accounts for a reduced. I am pleased to report that Ms. ******* was happy with the resolution and will be paying her accounts off this month.

            Thank you again for your assistance in this matter and the opportunity to respond. Please feel free to contact me with any questions or concerns.
Initial Complaint
Date:11/22/2024
Type:Order 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.
I went to Loan Star title loan to get a title loan. I am not behind on my loan however they are telling me that because I did not pay my loan off in 5 months, I will have to refinance my loan, or they are going to repossess my car. So far, I have paid them $3,377.85. Now I have to refinance in order to keep my car.
Business Response
Date: 11/27/2024
Thank you for notifying the company of Ms. ***** grievance. We appreciate this opportunity to respond.

            An investigation of the complaint proved the company committed no wrongdoing. On April 19, 2024, Ms. **** borrowed $1,535.50. The total cost of the loan, including the fees and interest were explained to her by the companys personnel, as well as on the loan documents in compliance with the Federal Truth and Lending Act. Based on the monthly income and expense information that Ms. **** entered on her application, the loans scheduled monthly payments were within her ability to repay. At no time did Ms. **** indicate that she was confused about the terms of the loan.

            A review of Ms. ***** accounts reveal that, instead of paying off her loan in full when due, on June 1, 2024, she elected to submit the minimum amount needed to refinance the contract and borrow an additional $964.50. Thereafter, she has not submitted her payments in a timely manner and has only submitted the minimum monthly amount due.
As explained to Ms. ***** she could always submit more than the minimum monthly amount due in order to reduce her outstanding principal balance. Most customers pay off their ********************** in a short period of time, which significantly reduces the amount of interest and fees the borrower pays.

            Notwithstanding the above, the company is a customer focused business and always tries to work with customers. With that said, the company is willing to discuss an alternative payment arrangement with Ms. *********** The companys Assistant General Counsel, ******** tried to reach Ms. ***** but was unsuccessful. If she is interested in the companys offer, ******* should call ******* at ************ by December 5, 2024.

            Thank you again for your assistance in this matter, as well as the opportunity to

Customer Answer
Date: 11/27/2024

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,

********* ****
Initial Complaint
Date:11/20/2024
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.
I took my car to LoanMax in ******** *** they have other stores and it's not their headquarters.they don't list that no. borrowed $1000. 5/2023. I bought my car 9/16/20 for $8000. I had a emergency and couldn't pay so it was picked up (repo'd) around nov or Dec 2023. They sent me a letter stating they were selling the car and I would get the difference after deducting loan and fees. It said for more info call the store where I made the loan. I have called them many times. The woman who wrote my loan always answers the phone and she always tells me she can't give me any info about my car. Its my car and my loan. I purchased it in *********Loan Max changed the title to *** I had a clear title. I'm asking why haven't they sent me the info on what they sold my car for. Why won't they give me info that I am entitled to. I'm uploading my purchase agreement and Loan Max info. Please help I can prove I paid cash for my car
Business Response
Date: 11/25/2024
Thank you for notifying us of Ms. ********** complaint. We appreciate this opportunity to respond.
An investigation of Ms. ********** complaint proved the company committed no wrongdoing. On May 2, 2023, Ms. ******** borrowed $1000.00. Thereafter, she only submitted two payments: 6/2/2023: $40.00 and 8/16/24: $325.00. The company tried to work with Ms. ******** with regards to her remaining loan balance, but she was uncooperative. After exhausting all available means of working with Ms. ********* on November 17, 2023, the company repossessed its collateral. The vehicle was sold in a commercially reasonable manner on January 26, 2024. On April 17, 2024, the company mailed Ms. ******** the attached letter, but the post office returned it to the company on May 17, 2024. With that said, the company had believed Ms. ******** had moved and did not update her address with the company. ******************* want the surplus check mailed to the address in the complaint, she can contact *******, the company's Assistant General Counsel at ************.
Initial Complaint
Date:11/19/2024
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.
Loan started on 10/8 due 11/8. Paid off 10/30. first payment of $100 on 10/30 left principal balance of ***.69. This extends the loan to 12/8. 2nd payment on same day 10/30 should have paid the remaining principal balance. However was charged the projected new interest as if payment was being made for 12/8. The paid statement states that if you pay off this loan early you may be entitled to a refund of part of the finance charge. Plus, I was charged projected new interest.
Business Response
Date: 11/11/2024
An investigation of Ms. ********* complaint proved the company committed no wrongdoing. On October 8, 2024, Ms. ******* borrowed $1,000.00. On October 30, 2024, she submitted a total of $1,100.00, thereby paying her loan off in full. A review of her payment receipts prove that a proper portion of her payments were allocated to principal and interest. Moreover, despite her contentions, Ms. ******* is not owed a refund. If she has any further questions or concerns, Ms. ******* can contact *******, the company's Assistant General Counsel at ************.
Customer Answer
Date: 11/17/2024
Complaint: 22509618

I am rejecting this response because: the company committed wrongdoing. the paperwork on the loan does not reflect what actually took place. On October 8, 2024, Ms. ******* borrowed $1,000.00. On October 30, 2024, she submitted a total of $1,100.00, thereby paying her loan off in full. My payment receipts do not indicate proper amounts were allocated to principal and interest. Actually according to the paperwork a refund is owed. Thereby necessitating contacted by *******, the company's Assistant General Counsel, I will wait a week for an email or **** mail. Before pursuing this matter further. I should be contacted by the company in writing - I submitted a complaint because the clerks in the office could not explain the paperwork she was handing out.

Regards,

******* Evett *******

[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
Business Response
Date: 11/25/2024
An investigation of Ms. ********* complaint proved the company committed no wrongdoing. On October ******, Ms. ******* borrowed $1,000.00. On October 30, 2024, she submitted a total of $1,100.00, thereby paying her loan off in full. A review of her payment receipts prove that a proper portion of her payments were allocated to principal and interest. Moreover, despite her contentions, Ms. ******* is not owed a refund. If she has any further questions or concerns, Ms. ******* can contact *******, the company's Assistant General Counsel at ************.
Customer Answer
Date: 11/25/2024

Complaint: 22509618
This response is being rejected on the grounds that the payment receipts indicate future interest paid and collected. Contrary to the objections and in contradiction to the receipts received, the clerk appropriated the funds and applied it to future interest when the loan was being settled prior to the due date of said future interest. Based on the receipts received, a refund appears to be warranted as indicated on the receipt.

Sincerely,

******* Evett *******
Business Response
Date: 11/25/2024
Again, Ms. ******* is not due a refund. On October 8, 2024, she borrowed $1,000.00. On October 30, 2024, she submitted $1,100.00, thereby closing her account. The $100 in interest she paid was not future interest, it was interest that had accumulated during the period her loan was open.
Customer Answer
Date: 11/25/2024

Complaint: 22509618

I am rejecting this response because: Since the loan was paid before the next due date -the receipt states that the interest due at the time of payoff was approximately less than 30 dollars. That is future interest of over 70 dollars that was collected, was due in December per the receipt.

Sincerely,

******* Evett *******
Initial Complaint
Date:11/12/2024
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.
In August 2024 I took out a title loan at loan max roanoke va on my **** 150 a thousand I was notified I had 20 days to show loan max the lied holder which I have done that also my payments are 65 dollars but I have paid 70 both times it was due I done my part this is when it went down I had the roanoke office calling more then 7 times one week texting more then 5 times stating my cashier check was put in a safe instead of being put in on my payments stating I have not listed loan max on my insurance as lien holder I have proof I did the oncologist even herd the representative at the store call me a lier which my oncologist will gladly testify to also I made complaint to the consumer protection I showed proof to there representative in ******* Georgia ms ***** that there were listed as a lean holder she stated consumer affairs that she would wave the fees well today 11/12/2024 I got a email again after I contacted consumer affairs from Mrs ***** I had enough I sent proof to the consumer affairs again then Mrs ***** would not show proof that she is licensed to practice law in va all she stated was south Carolina then I sent more proof in to consumer affairs once again loan max was holding my payment I have not gotten any receipts this why I use bill pay at truist that way I know when it is delivered so they can not say it was not paid so out of retaliation Mrs ***** threatens me with repo getting me very upset knowing I suffer from stage 2 cancer causing me to spit blood up I have er paperwork to show it then I also contacted attorney general in ******* about what is going on and governor and consumer protection my payments have been on time they already have proof that they are listed as lien holders I exercise my right to aberttion was ignored loan max is is in breach of the contract I keep good documentation voicemail emails notes times I've had enough
Business Response
Date: 11/13/2024
Thank you for notifying the company of the complaint submitted by *** ***** wife.   We appreciate the opportunity to respond.

            First, the company would like to point out that over the past few weeks, *** and **** ***** (who is an authorized third-party on his account) have submitted several online complaints alleging baseless and nonsensical claims. The company has responded to the complaints and even had its Assistant General Counsel, ******** personally reach out to *** and **** ***** to discuss the complaints and a solution. In response, *** and ********** especially **** ****** have been extremely rude, insulting and uncooperative. With that said, at this point, the complaints are just a form of harassment; however, the company will continue to respond and as always, offer a reasonable remedy.

            Next, despite *** ****** contentions, he has not submitted his payments as agreed. On August 24, 2024, *** ***** borrowed $1,000.00 secured by his motor vehicle. To date, he has only submitted one payment on September 26, 2024, in the amount of $70.00. Furthermore, he has failed to provide evidence of proper insurance coverage to the company. In the Loan Agreement, *** ***** was required to initial next to paragraphs 8 and 9 which provide:

8. ****************** you must have on the vehicle. You agree to maintain physical damage insurance covering loss or damage to the Motor Vehicle until you have fully paid all that you owe us under this Loan Agreement. The insurance must cover our interest in the Motor Vehicle and have a deductible not to exceed $500. You must name us as the person to be paid under the policy (loss payee) in the event of damage or loss. You understand that you may obtain this insurance from any insurance company you want or provide proof of insurance you already have. You agree to provide us evidence of this insurance, along with our being named loss payee, within 20 days of this Loan Agreement by mailing same to our address as follows: Insurance Dept.P.O. ***************************** 30023-5970.
9. Our Right To Buy Required Insurance If You Fail To Keep The Motor Vehicle Insured. You agree that if you fail to provide us proof of insurance, listing us as loss payee, as required by this Loan Agreement, or fail to maintain such insurance during any period when you owe us a balance, we may buy physical damage insurance that covers either (at our option): a) our interest as well as your interest in the Motor Vehicle; or b) our interest only. You agree that you will pay the premium for such insurance. If we obtain such insurance, we will mail you notice to your last known address. If the Motor Vehicle is lost or damaged, you agree that we may use any insurance settlement to reduce what you owe us or repair the vehicle.

            Notwithstanding the above, the Company is a customer-focused lender and always tries to work with customers. With that said, the company has temporarily postponed repossession activity and is willing to discuss an alternative payment arrangement with *** ************ ******* called *** ****** but he has not returned her voicemail message. With that said, *** ***** must call ******* at ************ by November 14, 2024, otherwise, the company will have no other choice but to exercise its legal rights and take possession of its collateral.

            Thank you again for your assistance in the matter.
Initial Complaint
Date:10/30/2024
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.
loan was in 3-22-23. we became homeless right after and my wife walked out. several people witnessedthe phone calls with them. last month sep 2024 i found out it wasn't paid by this time i had moved my family to ************** for a new job and house. i contacted loanmax several times leaving messages and in the middle of September ****** the manager finally called me back. i offered to give them my xwifs info to resolve the matter and he turned it down stating loanmax did not care about it. he stated they had no way to reach her at all but i was authorized to ****** the loan. after an hour we agreede on 2000 when my school money came and i told him i would have to make the drive from *******. three weeks ago i arrived back in ****** and called loanmax to let them know and nail a payment date down. a couple days later they sent someone to take my truck at 1130pm. i called and left more messages four days later ***** called me back and stated i thought you were paying in two weeks so we repoed the truck. its been about 3 weeks and they still wont let me get my things, i lost my job and home in ******* over that. there are clear violations of nevada law here. 1. NRS.604.A.5017 did not verify income properly. 2. NRS.604.A.5055 and NRS. 604.A.5071 decided his own payment plan of two weeks. 3. NRS. 604.A.5078 has not made it possable to get our belongs after 3 weeks. 4. NRS.604.A.5065 ABILITY TO PAY. 5. NRS.604.A.5083 required by law to offer repayment and did not. 6. required to hgive 15 days noltice before taking the vehicle and he admitted that was never done. they also clearly violated the FEDERAL FAIR DEBT COLLECTIONS ACT SECTION *******. they claimed to hire ******* ************ to repo the truck. but when i called mvtrack told me i had to call ZANEINVESTIGATIONS ************ WHO THEN REFUSED to let me get my familys things. and my x wife has been trying for 3 weeks to get our things with no luck. this company is 60 miles away. this is a violation NRS604A5076
Business Response
Date: 11/01/2024
Thank you for notifying the company of *** ******* complaint. We appreciate this opportunity to respond.

The company operates in strict compliance with state and federal laws and has committed no wrongdoing. On March *******, Mrs. ****** borrowed $3,000.00 (*** ****** is an authorized third-party on the account). Based on Mrs. ******* monthly income and expense information that was properly verified by company personnel,the loan's scheduled monthly payments were within her ability to repay. A review of Ms. ******* account reveals that no payments were ever submitted. Despite *** ******* contentions, the company, nor any of its employees, agreed to settle the account for only $2,000. Furthermore, on May 22, 2023, the company properly mailed a Notice of Opportunity to Enter Repayment Plan to Mrs. ******* address on file. After exhausting all available means of working with the *******, October 16, 2024, the company repossessed its collateral.

Next,the company is a customer-focused lender and only uses reputable towing companies. The towing company denied refusingto release personal belongings to *** ******. Nonetheless, the vehicle, and any personal belongings in it, are being stored with IAA. With that said, if ********* would like to retrieve any items from the vehicle, he can simply contact IAA at ************** on or before November 15, 2024. Thereafter, the vehicle will be sold and any items will be disposed of by **** If ********* has any further questions or concerns (or would like to take advantage of the reduced settlement offer that he refused on October 16, 2024), he should contact *******, the companys Assistant General Counsel, at ************ on or before November 8, 2024.

Thank you again for your assistance in this matter and the opportunity to respond.

Customer Answer
Date: 11/01/2024

Complaint: 22489779

I am rejecting this response because:
who ever wrote the response has no idea what there talking about.. at the time the call was made with the manager i had him on speaker phone a five other people were present during the phone call. as well the manager him selfe admitted on the phone after they took the truck the we had an agreement but he only wanted to wait 2 weeks. as well the other people present herd the manage denmy ****** carters new address he knew the one on file was incorect. and refused to take down her current info. id be more than happy to give the names and number of thoes who herd the conversations between me and the manager. some of the people who herd work for the state of ****** and some are bussiness owners. as well they have not allowed us to get our personal property at all.. the manager and who ever wrote the response are lieing and i have witnesses' to back that up. there even giving my xwife ****** ****** problems with her getting our belonging. that in itself is a violation of nevada law. the person who wrote this said they sent a letter to opur old address, well the manager even said they never did cause they could not get ahold of ****** yet they had her email and nol email was ever sent. ylou can look at your own bbb reccords. loanmax has an f rateing and many complaints have been logged with you about the same issue iom having and other issues. the manager knew i had moved to Montana and was not able to take the truck un till i came back to ****** to debt and called him to let him know i was back in *****. then he promptly looked fore the truck and took it. its clear there lieing cause they never knew where i was till i called when i came back to ****** as the manager and i agreede on.
Sincerely,

******** ******
Business Response
Date: 11/04/2024
Again, an investigation proved the company committed no wrongdoing. Mrs. ****** borrowed $3,000 and never submitted a payment. The company, nor its employees told Mr. ****** they would settle the account for only $2,000. Finally, if Mr. ****** wants to retrieve any personal belongings he needs to contact IAA at ************** on or before November 15, 2024. If ********* has any further questions or concerns (or would like to take advantage of the reduced settlement offer that he refused on October 16, 2024), he should contact *******, the companys Assistant General Counsel, at ************ on or before November 8, 2024.

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