Business Profile

Title Agent

Loanmax

This business is NOT BBB Accredited.

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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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Submit a Complaint

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:12/17/2023
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.
The person they have on file ********************* passed away November 2022. Company very harassing and inconsiderate towards my cousins death
Business Response
Date: 12/18/2023
An investigation of this complaint proved the company has committed no wrongdoing. After the company was informed that its customer was deceased, no further calls have been made to the telephone numbers that the customer provided. Moreover, when the employees were told that the customer passed, they were considerate and kind. With that said, ********************** statements are simply not true. However, if ****************** feels otherwise or has any further questions or concerns, she can contact *******, the company's Assistant General Counsel at ************. Thank you for your assistance with this matter.
Customer Answer
Date: 12/18/2023

Complaint: 21018897

I am rejecting this response because:
I was not being rude its been difficult after a family member passed. That is all, no reason to back lash back n forth.
Sincerely,

*****************************
Business Response
Date: 12/18/2023
Thank you for notifying us of ********************** additional response. *********** has responded accordingly. No further calls will be made to *******************
Initial Complaint
Date:12/13/2023
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.
I paid my title off on 12/01/2023 and haven't received the title to my vehicle as of yet.
Initial Complaint
Date:11/23/2023
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 got a title loan then I got sick with covid sick with covid and unfortunately couldn't pay. We played phone tag for a few weeks, when they called I was unreachable and when I'd call them they were unreachable. They ended up repossessing my vehicle and in the process of doing so left dark black tire marks all the way down the driveway and drove in the grass a little, the house they repoed it from is not my property. My family members rent the house and the landlord is ****** and wants my family to pay to have the tire marks removed. Loan star title loans did call to tell me they had my vehicle, but then called again saying it was a misunderstanding that it was someone else's vehicle and not mine. So I'm confused by that?
Business Response
Date: 11/29/2023
An investigation of ************************ complaint proved the company committed no wrongdoing. On August 24, 2023, ******************** borrowed $1533.00. Thereafter, she never made a payment. Furthermore, despite ************************ contentions, she had extremely limited communication with the company and only called during non-business hours. After exhausting all available means of trying to work with ******************** and never having received a payment, on November 21, 2023, the company repossessed its collateral. Although towing companies are independent contractors and not employees of the company, the company is a customer-focused business and takes complaints like ************************ very seriously. With that said, the company reached out to the towing company and they adamantly denied ************************ claims. *********** is confronted with two very different stories and has no reason not to believe the reputable towing company's statements.
Notwithstanding the above, the company is always willing to try and work with customers as opposed to selling a vehicle. With that said, if ******************** is interested in settling her account for a reduced amount, she can contact the company's Assistant General Counsel, *******, at ************ by December 4, 2023.
Thank you for your assistance with this matter.
Customer Answer
Date: 01/02/2024
I would like a itemized break down of the cost of everything. I want to know specifically what is included in "other fees and expenses" with the total cost of each item. A itemized breakdown of the principal balance with total cost of each item. I want to know an itemized breakdown of the auction expense. And I want proof of cost of sale.
Customer Answer
Date: 01/02/2024
I also would like to know when I'd be able to redeem my personal property that was in the vehicle at the time that it was repossessed. Lone star title loans NEVER gave me the option to or let me know how I could get my belongings back.
Customer Answer
Date: 01/08/2024
I also would like to know when I'd be able to redeem my personal property that was in the vehicle at the time that it was repossessed. Lone star title loans NEVER gave me the option to or let me know how I could get my belongings back.
Business Response
Date: 01/15/2024
If there were any personal belongings in the vehicle, ******************** should contact Hide & Seek Recovery **************.
Customer Answer
Date: 01/15/2024

Complaint: 20909936

I am rejecting this response because:
The company did not send the itemized information I had asked for. Instead they ignored that part and only answered my question about my personal belongings.

I would like a itemized break down of the cost of everything. I want to know specifically what is included in "other fees and expenses" with the total cost of each item. A itemized breakdown of the principal balance with total cost of each item. I want to know an itemized breakdown of the auction expense. And I want proof of cost of sale.

Sincerely,

***************************
Business Response
Date: 01/15/2024
The company's Assistant General Counsel, *******, tried to reach ******************** to discuss her additional correspondence, but was unsuccessful in reaching her. With that said, the company assumes ************************ questions are regarding the Statement of Final Accounting that the company mailed her after the sale of the collateral. However, everything is itemized on that Statement (principal and interest) and as for "other fees and expenses" that includes the auction expense of $594.69, plus late fees totaling $45.10. Nonetheless, should ******************** have any further questions, it is best she contact ******* directly at ************.
Customer Answer
Date: 01/15/2024

Complaint: 20909936

I am rejecting this response because:
I have not received the information they supposedly mailed out to me. Therefore, I would greatly appreciate it if they could send it through this message that way this back and forth can come to an end today. Thanks

Sincerely,

***************************
Initial Complaint
Date:11/10/2023
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 took a LOAN out June 2nd 2022. Car was taken Oct 12 2022. Car was sold for $600 over what I owed the LOANMAX due to a 100% interest on the loan. I was supposed to receive my surplus funds by JULY 2023. I've yet to receive anything, not even a call back regarding my money. At this point my car and money was stolen from me with no justification. The amount of turmoil my life spent into after this ordeal is ridiculous & you guys will take accountability!!!
Business Response
Date: 11/20/2023
An investigation proved the company committed no wrongdoing. A check has been mailed to ****************** via US Certified Mail.
Initial Complaint
Date:10/21/2023
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.
Loan max repossessed my car November 1st 2022. I received a letter from them dated December 23rd 2022 stating that my car was sold at auction and I was entitled to the overage funds from the sale in the amount of $816.68. To claim these funds, it stated in the letter to call ************. I did so and was initially told that it would take 60 to 120 days to receive the money I am entitled to. Today is October 20th 2023 and I have still not received what I was told by them that I was entitled to. I have called the number they provided me over and over and over again and they will not provide me with any information as to when I will receive what they said I am entitled to. No one ever can tell me anything except that someone named ******* is in touch with accounting and will reach out to me as soon as they hear something. This ******* person has never reached out to me and every time they supposedly transfer me to her it is an answering service telling me to leave my info and someone will get back to me, which still has never happened. It's almost been a year now and all I want is what they told me I was entitled to! NOW!
Business Response
Date: 10/30/2023
An investigation revealed that the company committed no wrongdoing. A check was mailed to ******************** address on file via US Certified Mail (tracking # 7021 **** **** **** ****)
Initial Complaint
Date:09/23/2023
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.
On September 20th, 2023 I while visiting ************* to wrap up proof affairs I discovered my 2015 Jaguar XJ was missing from a casino hotel which is private property, I contacted the police department who notified me my vehicle was towed, the casino hotel were not given prior notice so no consent was obtained. After hours of trying to find out why it was towed I was finally told it had been repossessed by Loan Max, a company Ive never heard of or done business with in the **************** in which I have never been to or lived. I was advised that there was a $2700 title loan taken out on my car in December 2022 and a payment was never made. They want over $6000 now. I told them this is not my debt, *** never taken out a title loan with them nor have I authorized anyone else to use my title as collateral. My vehicles title was in my safe that was stolen during a break in of my home in July along with birth certificates, ss cards, expired ids, health records etc. I have a police report to support my statement, I had to notify the 3 credit bureaus of identity theft when new accounts appeared in Aug 2022 and I notified each creditor who investigated and agreed to close the accounts due to fraud. Loan Max isnt on my credit report so I had no knowledge of the account to notify them. Im disputing ownership of this account. ******************** told me they are going to sale my car regardless of me requesting a proper investigation to prove the debt is mine. My vehicles title isnt in my name so how was an account opened against it. The vehicle had a salvage title and I was going through the court process against the dealership who was found guilty for deceptive sales and were charged with several violations by the *********** vehicle ***** The title still hasnt been switched to my name and I wont know until we are finished with court if I keep the car along with monetary damages or return it. Im not paying loan max for a debt that isnt mine and I want my vehicle returned.
Business Response
Date: 10/02/2023
Thank you for notifying the company of ************ complaint. We appreciate this opportunity to respond.

            An investigation of ************ complaint proved the company committed no wrongdoing. On December 29, 2022, ********** borrowed $2,700.00 using her 2015 Jaguar XJ as collateral for the loan. At that time, ********** not only provided the company with her ********** Drivers License (ending in #***** and the vehicles certificate of title, but she also provided the vehicle itself for physical inspection. Moreover, ********** herself took the certificate of title to the ********** of ***** Vehicles and added the company as the primary lienholder. The DMV confirmed her identity before adding the company as lienholder to the vehicles title. Finally, the company has spoken with ********** in the past when trying to collect a payment and she never made any claims of identity theft. With that said, the company has no reason to believe the ********** did not obtain the loan herself.

            A review of ************ account reveals that she never made a payment. After she defaulted on her loan,********** broke promises to pay, had limited communication with the company and was uncooperative. After exhausting all available means of working with **********, on September 20, 2023, the company repossessed its collateral. Nonetheless, the company always tries to work with customer as opposed to selling a vehicle. With that said, if ********** would like to discuss a settlement, she should contact *******, the companys Assistant General Counsel at ************ by October 6, 2023. If ******* does not hear from ********** by October 6, 2023, the company will proceed with selling the vehicle in a commercially reasonable manner.

            Thank you again for your assistance in this matter. Please do not hesitate to contact me with any further questions or concerns.
Customer Answer
Date: 10/03/2023

Complaint: 20646923

I am rejecting this response because:

I, ***************** did NOT take out a loan with this company against one of my Jaguar titles nor am I familiar with this company at all. This is the second incident to occur in ******** ********** although Ive never been affiliated with this city. When I first learned of the extent of this problem I came to ***** from ****** to check on my property and was arrested for my identity being used to commit crimes in ********, the thieves, who I strongly believe could be my family members; signed my name, used my license, knew where I was previously employed and went as far as providing their fingerprint next to my name they forged. With my proof and the 6 month long investigation it was proven in court that my identity was stolen and the charges were dismissed. Im continuing to work with an identity restoration agency. When I contacted Loan max they are tellin me I need to blame the dmv but the dmv is not the business who wrongfully took my vehicle. I dispute the validity of any lien that was placed on my Jaguar. The title to the Jaguar was never switched to my name in the first place due to current court proceedings, my vehicle still holds a salvage ***** title. If loanmax continues to refuse to release my car back to me or tries to sale it wrongfully despite being notified of this dispute I will take full legal action.
Sincerely,

*****************
Business Response
Date: 10/03/2023
Again, the company has no reason to believe ********** did not obtain the loan. ********** not only provided the company with her ********** Drivers License and the vehicles certificate of ********************, but she also provided the vehicle itself for physical inspection. Further, ********** herself took the certificate of title to the ********** of ***** Vehicles and added the company as the primary lienholder.   The *** confirmed her identity before adding the company as lienholder to the vehicles title. Finally, the company has spoken with ********** in the past when trying to collect a payment and she never made any claims of identity theft. If she does not contact ******* at ************ to discuss an alternative payment arrangement by October 6, 2023, the company will proceed with selling its collateral.
Customer Answer
Date: 10/03/2023

Complaint: 20646923

I am rejecting this response because:
Once again, the debt does not belong to me. Legally the title to the Jaguar xj has NEVER even been transferred to my name due to the dealership not disclosing that it was a salvage title and we have a pending court date. I only have the title to my Jaguar xf in my name. But since loanmax is refusing to be fair by conducting a proper investigation on my behalf I will proceed to work with the authorities and allow them to file the report for my stolen vehicle and let them retrieve it and return it. Ive been more than patient and at this point its obvious that loanmax isnt interested in doing things the right way. I was never notified of this debt until my car was stolen so how could I dispute it? Its not on my credit report. I understand that the business doesnt want to take a loss, but Im not willing to take a loss either because its the businesses duty to verify identity and complete accurate ****** searches, not mine. *** asked several times to have that contract emailed to me so I can turn it in to the police department but loan max wont comply. I live in ****** **, I cant just walk into their office at any moment. I would like to schedule a time to meet with the person who approved this loan, Ive been dealing with a new girl who knows absolutely nothing. Im tired of dealing with the rudeness and attitudes of this company and their unwillingness to cooperate. Ive formally notified them of the dispute once I found out about it. The Jaguar xj has been parked at one of my properties in ********** & I only drive it when I visit. LOANMAX NEVER CALLED ME OR NOTIFIED ME AT ANY TIME. I was told that references are necessary, whom else did they contact to reach me to settle this debt? At this point my car was stolen by loanmax and I will have the police and my legal team act on my behalf. If they choose to sell a stolen vehicle when the burden of proof is on them thats totally their choice in bad judgement. If they could kindly provide the contact information for their legal team Ill pass it on to our lawyers. I have no desire to keep going back and forth with a bogus company who is making me take extreme measures because they didnt use due diligence when offering a loan.
Sincerely,

*****************
Initial Complaint
Date:09/22/2023
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.
Got a loan from Loan Max title loan,defaulted on the loan and my vehicle was repossessed(which is totally understandable as i defaulted).Rhw loan was for ***** they sold my vehicle for ****** at which point they took the money that was owed plus ***** in interest(which is totally overkill)after everything was deducted I was due a refund of ***** to which I still havent received my refund yet,and its been about 5 months.They are not giving me any information as to when Im going to get my refund.
Business Response
Date: 10/23/2023
The company has committed no wrongdoing. A check has been mailed to ************** via US Certified Mail.
Initial Complaint
Date:08/15/2023
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 took out a title loan for my car. Payments are due the 13th of each month. There are 3 options given to borrows to pay back the loan which are in person, on line or over the phone. I chose online payments as the quickest and easiest option as it can be hard at times to call by phone. On July 10th, I went online and made my payment BEFORE the due date because I had the money available. Thinking I was all set until the next payment due date of August 13th. I paid what their system said was owed. August 13th comes and it slipped my mind regarding the payment due, and on August 14th I went online and amount due almost tripled. So it's 2 payments now due, and the system does not allow you to only pay the past due amount to bring the balance current. I called the place and was told that the full balance doesn't show up until the due date and because I paid early it, was only the interest paid and I have to pay the principle charge for July and August, plus interest for the 3 days. And I refuted that because I am being penalized for paying what the system said was owed for July. I was told that I would have to call in for the correct balance, because the online system does not reflect the principle charge until the due date. what is the point of providing a service of online payments if it doesn't reflect the correct balance owed and what I SHOULD pay if I wanted or needed to pay a day or 2 early and don't have the time to keep calling the office to get a live person. I was informed that the online system is only for the evening and weekends when people can't get in touch with the office. I said then that is a deceptive service because the system is not reflecting the correct amounts and penalizing people who want to pay early and forcing 2 months payments for paying 1 day late!! They are gouging people for money as it is and making it harder to catch up with this deception online payment system.
Business Response
Date: 08/29/2023
Thank you for notifying the company of ************** complaint. We appreciate this opportunity to respond.

            An investigation of the grievance proved the company committed no wrongdoing. On April 13, 2023, ************** borrowed $2,025.00.   The terms, condition, and costs of the loan was fully explained to ************** by the companys personnel, and clearly displayed on the loan documents as required by the Federal Truth and Lending Act. Based on the monthly income and expense information that ************** entered on her application, the loans scheduled monthly payment was within her ability to repay.   At no time did ************** indicate that she was confused about the terms of her loan.

            A review of ************** account reveals that instead of paying her loan off in full when due, she has continually elected to submit the minimum payment required to renew her contract for additional on month periods. As explained to ************** by personnel and in in her contract, at each renewal ************** must pay at least ten percent of the loans original principal balance, in addition to any accrued and unpaid interest, to reduce the principal balance outstanding. When a payment is submitted early, a larger portion of that payment goes to the principal. Despite ************** contentions, a review of her receipts proves that a proper portion of each of her payments were applied to the loans principal balance.

            Notwithstanding the above, the company always tries to work with customers.  With that said, in a good faith effort to resolve this matter the company is willing to discuss possible settlement arrangements with *************** If she is interested, ************** should call *******,the companys Assistant General Counsel at ************ by September 8, 2023.

            Thank you again for your assistance with this matter and the opportunity to respond.
Initial Complaint
Date:07/31/2023
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 took a loan with LOANMAX fully expecting to be paying it back within two weeks. Shortly after taking the loan my position was terminated. My monthly income has now dropped to $1600. I have tried making payments to them but they will not accept any amount under the "minimum" which changes daily. I have also just learned that I have to have surgery for posible malignancy. That is this week. I did call and explain that to them but they would not agree to a reasonable payment plan. I do not know what else to do as they will not consider any changes even though they asked me to call to discuss arrangements. My phone was not working for a few weeks and I wasn't receiving calls or voicemal. I would like to reach a reasonable plan for paying back what I owe but the way their interest works I don't see any solution. If our car is taken then I will have no way to work.
Business Response
Date: 08/07/2023
Thank you for notifying the company of ******************** complaint. We appreciate this opportunity to respond.

An investigation of ******************** grievance proved the company committed no wrongdoing. On March 17, 2023, ****************** borrowed $3,025.00. Thereafter, she never submitted a payment. After ****************** defaulted on her loan, the company made every effort to work with her, but she was uncooperative and broke several promises to pay. Nonetheless, the company always tries to assist customers rather than repossess a vehicle. Therefore, in a good faith effort to assist ******************, the company has temporarily postponed repossession activity and is willing to discuss a mutually beneficial settlement arrangement with *****************. *******, the companys Assistant General Counsel, tried to reach *****************, but was unsuccessful. With that said, ****************** should contact ******* at ************ by August 14,2023. If ******* does not hear from ***************** by August 14, 2023, the company will assume ****************** is not interested and proceed with repossession efforts.

Thank you again for the opportunity to respond.
Customer Answer
Date: 08/07/2023
I received a phone call last week and will return the call today. I was having surgery the day of the call.
Business Response
Date: 08/07/2023
Again, ****************** needs to call ******* at ************ on or before August 14, 2023.
Initial Complaint
Date:07/28/2023
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 took out a $3000 loan in March of 2022 with payments of almost a $1000 a month I was doing fine then I got sick and fell behind they was very helpful in helping me keep my vehicle I got all caught up but have fallen behind again do to illness I just need a little help with getting caught up and not losing the only thing I have
Business Response
Date: 08/04/2023
Thank you for notifying us of ************************** complaint. *********** is always willing to try and assist customers. Please have ********************** contact the office where she obtained her loan at ************ to discuss her options.

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Loanmax is NOT a BBB Accredited Business.