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:09/11/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Good morning, the reason of these complaint it’s because we have a truck lease with these financial institution with contract number ************. We started this contract in August 2019 after the contract was signed we started to make payments but we had an issue with the seller and the truck was not given to us until March 2020. On November 2019 we stopped making payments because we did not know if we were going to take possession of truck any day but after the truck was given to us we restart making payments and we have been doing it until now that we again have an issue were this institution doesn’t want to fix our contract and credit over $9000 we paid in 2019. The accounting manager department still says we owe $10,415.33 and do not want to credit the amount mentioned above. We have been trying to fix this issue for years and they only have said it will be fixed but have done anything so I am here to get your help to solve this as we already paid the 54 months we had to pay and some residual as well, we are asking for the payoff amount but they *** ***** the accounting department manager is giving that amount which is not right as we already pid some residual and the residual amount was only around $6500. Your help will be very appreciated and hopefully you can get in contact with them because for us it has been a very difficult. ******* ******** sometimes answer the phone and has been very nice trying to help but she cannot do anything because *** will not help not even have an answer. We are very disappointed for the way they work with their customer and we will not recommend anybody to do business with them.

• Initial Complaint

  Date:07/17/2023

  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.

  On June 29 2019 I took over payments on a 2012 freightliner commercial vehicle from a friend (A****** *****) who could no longer pay. ******* Capital is the finance company for the vehicle. They have been withdrawing payment from my business account since July 2019. We modified the loan on Jan 20, 2020 the agreement per the contract is that I would make 38 payments of $1,072.08 plus Tax beginning Feb 23, 2020 which I have made. ******* Capitol didn't start crediting my payments until June 23, 2020. I've tried to contact ******* multiple times and spoken to 4 different people and can't get any resolution to the issue they refuse to credit my account 3 payments Feb 23 2020, March 23,2020 and May 23 2020. As of July 17, 2023 I've made 40 payments out of 38 per our contract agreement. Attached is one of the conversations I've had with ******* Capitol when provide with proof of payment they stop replying and won't answer. Please let me know if anything else is needed.

  Business Response

  Date: 07/26/2023

  Entegra Capital has credited the customer the disputed payments  for a total of $2,965.88.

  Thank you 

  **** *******
  
  ******** ** *********** 
  
  ******* ******* 

  Customer Answer

  Date: 07/26/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  **** ********* *******

• Initial Complaint

  Date:10/28/2022

  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.

  Entegra Capital needs to be investigated, I was misled to think that I was applying for a loan when in fact, I was approve for a lease on a 26ft Freightliner M2 106 box truck with over 473,000 mileage, and when ask why does the contract says lease, I was told " it was the term use for buying a commercial vehicle. Entegra Capital works with a broker from *** **** ******* name ****** ****, I had to wire $11,141.71 and was charge from the moment I pick up the truck which was September 9, 2022 for intrim rent and payments there after. They charge me for an inspection of $250 but did not want to get me an inspection report of what I had pay for. *** ***** from the accounting department does not want to speak to me about anything relating to the account but only refer me to my broker which I suppose is ****** ****. I ask to cancel this contract on numerous times but I was told that I have to pay approximately over $54,408.00, the truck finance amount is approximately $34,384.00.
  By ******* ********** ** ******* the requirement to get a apportioned plates is that the contract need to be signed and notarized by both parties with the VIN# present, and that did not happen, my temporary tag has expired and I am paying insurance and truck payment along with other charges and I cannot get this truck registered. Also, I only drove this truck once and the check engine light is on. I spent all this money for a truck that is not operational. I took possession of this truck on September 9, 2022.

  Business Response

  Date: 11/15/2022

  **** Trucking Inc.
  was approved for a commercial lease with Entegra Capital.  *** ******* (Lessee)
  signed all documents and agreed to the commercial lease for the 2017
  Freightliner box truck. The Broker (*** **** *******) advised *** ******* the
  contract was a commercial lease. Before Entegra Capital wired funds to the
  dealership for the 2017 Freightliner a recorded courtesy call was made to
  *** *******.  In that conversation Entegra Capital explained multiple
  times this was a commercial lease contract and *** ******* acknowledged that in
  the conversation. At no time prior to the lease contract being signed did *** ******* ask to cancel the contract.  The lease commenced 09/23/2022.
   Entegra Capital’s Accounting Department received a phone call from *** ******* on 10/18/2022.  The call was immediately returned by
  representatives from Entegra Capital’s Accounting and Collections Departments.  *** ******* had inquired with questions about
  titling.  Entegra Capital responded immediately with answers to the titling
  questions.  On 10/28/2022, over 30 days after the lease had commenced, *** ******* asked for a refund and a return of the down payments she paid to the
  dealership and Entegra.  Below is a time-line of the events.
  
  9/1/22 – Offer Letter signed by Lessee.
  9/1/22 – Equipment Lease Agreement with TRAC Rider Documents
  were signed by Lessee.
  9/6/22 – Broker confirmed that the customer does not have a
  cab card and is aware they will owe 6.6% TVAT tax at registration.
  9/7/22 – Pre-funding call – Lessee verbally confirms to Entegra
  Capital personnel they are aware this is a lease and the terms of the lease –
  call is recorded.
  9/7/22 – Deal funded – wire sent to vendor to pay for
  equipment once the pre-funding call is completed.
  9/9/22 – Lessee reports they took possession of the truck.
  9/13/22 – Lessee contacts Entegra Capital accounting
  department wanting a copy of the inspection report. Inspection report sent to Accounting
  Department and Broker (after hours).
  9/14/22 – Broker sent inspection report to Lessee (within
  one day of request). Inspection report was provided within 24 hours of request.
  10/4/22 – Lessee contacts Accounting Department wanting a
  payoff amount. Lessee was not happy with the lease buy out amount provided and Accounting
  Department reported that lessee “yelled” at her and thought she was being
  unprofessional.
  10/4/22 – Entegra Account Management team notified the Broker
  and Broker called Lessee. Broker indicated that the Lessee had calmed down some
  and wanted a payoff as of Friday, October 7, 2022.
  10/5/22 – Accounting provided the early buy out quote to the
  Lessee via email.
  10/6/22 – Lessee emailed Broker wanting to cancel the
  contract for less than the amount quoted. Broker advised Lessee that in order
  to buy out the contract the Lessee will owe the amount Entegra had advised was
  due.
  10/28/22 – Lessee contacts Accounting via email regarding
  trouble registering the truck. Email was forwarded to Entegra’s titling department,
  who responded within 1 hour. A notarized copy of the Schedule B and Notice and
  Acknowledgement of Assignment were sent to the Lessee by titling asking if this
  is what she needed and advised to let Entegra know if anything additional was
  needed.
  
  10/28/22 – BBB Complaint received by Entegra Collections
  team.
  10/31/22 – Broker was notified of the complaint and was asked
  for his response to *** ******** allegations. Broker’s response:
  
  The
  customer was aware this was a lease agreement from the beginning with a
  fixed amount to pay for the entire term.  We do not tell a customer
  that is just a term used for financing.  We always explain the
  differences.
  The
  customer didn't get the inspection report at the beginning because
  that is something that the lender will use to make sure it is the correct
  equipment.  We emailed the customer a copy of the report the moment
  the customer asked to see the report. 
  Entegra
  Titling Department sent the customer an email with notarized documents the
  customer was asking about.  The customer sent another email trying to
  say she needs something else.  I think her and the Title Department were
  in communication.
  The
  customer called us with a friend on the phone on October 19, 2022 at
  4:17pmCST.  They were saying that they didn't see on the agreement
  where there was a purchase option.  They stated the agreement was
  only showing that the vehicle can be turned back in at the end of the
  lease.  I was explaining to them that she will own the truck once she
  completes all of her payments.  Then they stated they were sorry
  about the call because they found on the agreement the purchase
  option. 
  
   10/31/22 – Entegra
  Collections team emails Lessee asking her to call to discuss her complaint.
  
  During every step of this process Entegra Capital has not
  only communicated with the Lessee, but has attempted to provide any and all
  additional documentation that the Lessee had asked for. The contract that the Lessee
  signed clearly identified it as an Equipment Lease Agreement. The broker
  denies ever telling the Lessee that is only a term used for financing. The Lessee
  acknowledged their understanding that this is a lease during the pre-funding
  call. Per the terms of the contract,
  
  Paragraph 23 of the signed Equipment Lease Agreement affirms
  lessee’s obligation to pay, and states “THIS LEASE CANNOT BE CANCELLED OR
  TERMINATED EXCEPT AS EXPRESSLY PROVIDED HEREIN”
  
  Entegra Capital remains willing to provide the Lessee with
  the documentation needed in order to register the equipment.
  

  Customer Answer

  Date: 11/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  
  
  Complaint: ********
  
  I am rejecting this response because: Upon receiving the documents pertaining to the agreement, I called broker ****** **** from *** **** ******* to ask why does the document  show a lease and not a purchase contract, his response was "that's the 'term' use for purchasing a commercial vehicle or equipment." I have no experience in such matter and I trusted what he told me. Approximately 2-3 days later, I spoke to *** ***** in the accounting department at Entegra Capital to inform her that I made an error on the sections of the contract requiring a FEIN: I mistakenly had put my social security number instead of my company information, this was also mention this to ****** **** at *** **** ******* as well. *** told me she will reach out to the department to have the information correct, but I never got an answer back.

  Secondly, I would not have lease a vehicle that has approximately 473,000 mileage for 4 years, I would have chosen a vehicle with less mileage.

  The matter came clearer to my attention when I could not get a tag for the vehicle and the document that was sent to me from Entegra Capital was not the correct information, the Georgia Department of Revenue needed a lease agreement that shows on that page the Vehicle VIN#, both parties signature (lessor & lessee) and it is notarized, all on one page.

  At this present moment, the truck has been returned on November 11, 2022 at the designated location specified by **** ******* who is the Director of Collections.

  All I would like to know is, why would my deposit of $11,141.71 be returned back to me? 

  I am also asking for a correspondent  stating the vehicle has been returned and the agreement has been cancel.
  
  Regards,
  
  ***** *******