Complaints

This profile includes complaints for Amur Equipment Finance, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Amur Equipment Finance, Inc.

  304 W 3rd St Grand Island, NE 68801-5941

  
• 

  Amur Equipment Finance, Inc.

  1111 N 102nd Ct # 100 Omaha, NE 68114-2194

  
• 

  Amur Equipment Finance, Inc.

  1 North Lexington Avenue, Suite 1101 White Plains, NY 10601

• 

  Amur Equipment Finance, Inc.

  1256 Main Street Ste 263 Southlake, TX 76092-7649

• 

  Amur Equipment Finance Inc

  27401 Los Altos Ste 370 Mission Viejo, CA 92691-7319

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:03/12/2025

  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.

  As of October 2024 I started to experience financial hardship. I am a self employed individual who started my own business in Dec of 2021. Amur financial financed a Semi Truck that I purchased, I experienced financial difficulties as soon as I began to drive the truck totaling over 30,000 in repairs I reached out to Amur for assistance with adjusting my payment due to me not being able to work because of weekly repairs for breakdowns this was in 2022. They gladly worked with me, once things were back to normal I never missed a payment. January 2025 i once again experienced financial hardship I reached out to Amur once again for assistance with adjusting my payments because I was currently unable to make them due to lack of income. I was told to fill out financial hardship paperwork basically to show bills that I am responsible for, I did. Soon after I was denied any assistance, I was told that my request for assistance was denied due to the fact that I had six payments remaining. This is unfair that I am being denied help because my truck is almost paid for It is coming across like they want me to not be able to make my payments because they want to take my truck. I feel like they are trying to bully me into paying money that I don’t have, as of this moment I am only one month behind on my payments and they are trying to make me make full payments when I told them I am only able to make partial payments this is ridiculous that after already over paying for a semi by 30,000$ that they now want to try to take it instead of trying to work with me to allow me to pay what I can afford until things are back to normal. They should adjust my payments until I able able to make full payments instead of trying to bully me.

  

  Business Response

  Date: 03/28/2025

  RE:     
  Complaint Case #: ******** ***************** *****
              Finance
  Agreement Holder:** ***** ********* ***
              Finance Agreement(s) #: *******

  
  
  By way of background, the Claimant entered into an
  Equipment Finance Agreement with Amur: Agreement ******** on 12/21 (collateral 2014 Freightliner Cascadia). At the signing of each Agreement, the Claimant agreed
  to finance the collateral under the terms outlined on page one of their
  contract.
  
  Agreement ******** is a standard industry
  agreement used industry-wide. Amur follows all industry requirements.
  
  We understand the customers concerns for payment assistance during this time of being unable to make their full payments.  However, a payment specialist has been there to assist the customer in making their payments, whether in full or partial.  No indication has been made to the customer that we would not work with her on her payments in this time of need.  We just would not be able to move any of the payments back to the end of the contract at this time due to the balance due on the transaction is under $10,000.00 which is our company policy.  She has been explained on multiple occasions that we would work with her on partial payments until she can get back on track. The specialists are required to inform a customer on what the consequences can be if they payments due run into a delinquency concern, but they also let her know as long as she is continuing with her partial payments, and keeping in touch with her specialist, no action would be necessary due to the payment default.  The January payment due on 1.15.25 was for the amount of $1,821.48 and the customer made a payment of $850.00 on 02.12.25, and another on 03.13.25 for the amount of $1,000.00, which the additional balance rolled over onto their 02.15.25 payment.  This payment was returned Insufficient Funds, and we are required to advise the customer that their payment was returned, to confirm the payment can be reprocessed with funds available, the specialist did this.  This is not forcing the customer to make their payment but informing them of the current situation.  This payment reprocessed on 03.18.25, cleared however no payment has been set up on the remaining balance since February.  Now we have been informed that the customer has been involved in a total loss rollover accident.  We truly hope the customer is ok and from here the customer will be allowed to work with their insurance company to pay off the balance due.  Since we already know the customer doesn't have the funds available to make any further payments, I have authorized a courtesy deferral for the customer to move out the payment until 05.15.25 to allow the insurance company to work with us to payoff the balance of the contract.  If for any reason it is determined that the customers insurance will not cover the accident, their payments will resume as expected on 05.15.25.

  If there is anything further I can do to assist the customer, they can contact me directly at
  *************

  Customer Answer

  Date: 03/29/2025

  They are clearly lying about trying to work with me on making partial payments knowing that I was unemployed here area screen shots of them clearly rejecting my efforts to reach of for assistance  months ago and still asking for payments right after being informed my my truck is a total loss.

  

  Business Response

  Date: 03/31/2025

  Below are communications where the payment specialist advised the complaintant to assist them with payment plan arrangements:
  
  From: Kim Mitchell
  Sent: Wednesday, February 5, 2025 12:29 PM
  To: '*************************' <*************************>
  Subject: ************** - E Wells Transport LLC
  
  Hello *****,
  
  Since there are only seven payments left to make on your contract, payment assistance has been denied, and we would like to set up a payment plan with you. Please contact me at your earliest convenience so we can discuss payment arrangements on the account.
  
  Thank you,
  Kim

  Call: 02.12.25 *******-Call from ***** ***** ********/best number verified last 4 SS
  She said that she received a decline for her restructure and would like to make payment arrangements. I did adv that they are due for January. She said that they denied her and that's not fair as she's not working right now. I did ask why she's not working? She said that she wasn't getting dispatch and so she unleased her truck from the company. She wasn't making enough to pay her bills. I did ask what she is doing at this time? She said that she has a job that she hasn't started yet, She said that she will start when she gets the paperwork completed and it cost money too. I asked if once She starts the new job, will she be able to make her regular payments to us? She said April, as she has to get caught up on her other bills too. I did adv that she will need to make partial payments throughout the month to make her full payment. She said that will not be possible she and it won't be a full payment. I did adv that she will need to keep her account current to keep it from escalating. She said that she has 3 month before we can reposess her truck. (I did look and she is in LA, but we do have a VS letter on file.) Advised as long as she is making payments she is fine on her end. I did adv that I would note her account, thanked/call ended

  TEXT 03.07.25

  *******-
  text *****
  ***** ********
  
  ******-*****
  ***** ********
  I called a little over two weeks ago and spoke to a lady not sure of what her name was but she informed me that I would not be receiving any kind of help because of the amount of time remaining on my account. I told her that I would be making whatever payment that I could whenever I was able i just called and was sent to a team member who I don't wish to speak too because it's a waste of time if it isn't you
  01:1
  
  *******-Call from ***** ***** ******** LM for a ...

  *******-
  text *****
  ***** ********
  
  ***** ********
  (308) 392-3375
  Hello *****, this is ***** with Amur. It was me you spoke to on 2/12/2025. However, we do need to have the January and February payments processed at this time, as your account is now 51 day delinquent. Please advise when you will be processing these payments? Thank you, *****
  01:31 PM

  *******-
  text *****
  ***** ********
  
  ******-*****
  ***** ********
  As I said before im am not able to make these payments in full im an only able to make partial payments my next payment will be made on the 11th
  01:34 P

  *******-
  text *****
  ***** ********
  
  
  The amount left for the January payment is $971.48, will you be able to process this amount on the 11th?
  02:07 PM

  *******-
  text *****
  ***** ********
  
  ******-*****
  ***** ********
  Yes
  02:11 PM

  *******-
  text *****
  ***** ********
  
  ***** ********
  ***** ******** We will then need to get the February payment processed no later than 3/28/2025. Thank you, *****
  02:15 PM
  
  
  
  
  

  ***As you can see from the Text messages that *****, was polite and working with ***** to make payment arrangements.  This payment that was set up then returned as Insufficient funds.  Specialists were contacting her to set up additional arrangements as they are required to do on 03.18.25.  No contact was received from ***** until 03.27.25 and then we were notified on 03.28.25.

  ***** didn't receive any special treatment due to the complaint filed as we allow all our customers this same courtesy during a total loss occurrence if they are not able to make their payments until insurance settles.  We generally allow 1-3 months depending on the speed of the insurance adjusters.  It is timing with the date filed, the date responded to and the date of the accident.

  Customer Answer

  Date: 04/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:the semi that is financed by Amur, is now totaled and for an entire week my insurance adjuster has been waiting for the payoff so that this account will be paid off in full but the Amur representative is continuing to request information from my insurance company but is not providing the payoff balance for my account in or for my account to be paid off. This information has been asked for since tha 28th of March and still has not be received as of April 5, this information needs to be provided Now
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:12/12/2024

  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 am writing to formally lodge a complaint against Amur Equipment Finance regarding their handling of my account and their unprofessional conduct, which has caused undue hardship to my business, ******* *** ******* ***.
  
  Our account has been paid in full with the exception of excessive and predatory late fees, which were not disclosed in the term sheet at the time of the loan agreement. Despite numerous attempts to resolve this matter, including emails and multiple phone calls, all communication attempts have gone unanswered. This includes a direct appeal to ******, the manager of the collections department, which has been entirely ignored.
  
  The delayed release of the titles for our equipment is severely hindering our ability to operate efficiently. Our business relies on this equipment to fulfill contracts and maintain operations. The delay caused by Amur Equipment Finance has placed us in a precarious financial position, especially in light of a recent personal loss. This has only compounded the hardship we are experiencing.
  
  The lack of communication and disregard for resolving this matter is not only unprofessional but also deeply concerning, given the critical nature of the issue. We have exhausted all reasonable avenues to reach a resolution, including providing documented proof that these fees were not disclosed in the terms. However, no response or action has been forthcoming.
  
  As a final measure, we feel it is necessary to bring this matter to your attention. The actions—or lack thereof—on the part of Amur Equipment Finance demonstrate a clear disregard for customer service and good business practices. We are requesting your assistance in holding Amur Equipment Finance accountable for their actions and in facilitating the immediate release of our equipment titles with balance for predatory fees waived.

  

  Business Response

  Date: 12/24/2024

  RE:      Complaint Case #: ******** Complainant:********** ****
              Finance Agreement Holder: ******* *** ******* ***
  Finance Agreement(s) #: ******       
  
  By way of background, Claimant entered into an Equipment Finance Agreements with TopMark Funding, LLC, Agreement ******* on 12/19 (collateral 2004 Chevy Truck; 2004 Car Hauler) At the signing of each Agreement, Claimant agreed finance the collateral at the terms outlined on page one of their contract. The claimant also agreed at this time the terms of the financing as outlined on page two of the agreement.  We have attached the agreement to ensure clearly defined terms as agreed upon with the customer and TopMark Funding, LLC during the finance stage.
  
  Regarding Agreement ******, the agreement the customer has entered is an Equipment Finance Agreement which is based on a long-term contract and does not break out by principal and finance. This is a standard industry agreement and is used industry wide.  Amur follows all industry requirements set up, including the late fees that were outlined and included in the contract provided to the customer.
  
  *** **** dispute was she was provided a check list indicating that late fees were due, however the late fees were not checked off and both parties from TopMark and the customer signed the checklist. Even though the checklist didn't indicate the late fees were discussed it is not a binding contract such as the attached contract.  We can see how this may be misleading however, the customer has had multiple conversations regarding their late payments and the fees there were incurred over the duration of the financing.  The customer had conversations with Jared Kuller regarding the late fees starting on March 18, 2020, due to the customer's payment processing but was returned twice as NSF and customer went beyond their 10 day grace period and was advised a late fee incurred.  Since this was the beginning of COVID, customer was granted a Payment Deferral and three late fee were waived while we processed the request, all of which was advised to the customer. However they still incurred two $25.00 NSF fees that remain outstanding.  The customer was still having issues with getting back to normal course of business and was provided another payment restructure with reduced payments for three months to assist with their cash flow June, July and August, and again September, October and November.  Again late fees were waived while paperwork was processed. The customer does indicate she was fully aware of the late fees due to a call that was placed on 10.09.20 checking on the third restructure status indicating she doesn't want to be late and have fee assessed.  Acknowledging that a late fee would incur if she paid outside of the grace period.  2021 the customer was late on their payments  6 out of the 12 payments and incurred the 10% late fee since these payments were resolved out of the 10 day grace period. on 4.20.21 customer reached out regarding her late payment which was 18 days delinquent, asking if she made her payment within the 10 day grace period to avoid the late fee.  She was advised that was correct. Again indicating she was fully aware of the late fees that would occur on her contract if paid outside of her 10 day grace period.   2022 the customer was late on their payments  10 out of the 12 payments and incurred the 10% late fee since these payments were resolved out of the 10 day grace period.  2023 the customer was late on their payments  12 out of the 12 payments and incurred the 10% late fee since these payments were resolved out of the 10 day grace period.  2024 the customer was late on their payments  7 out of the 7 payments and incurred the 10% late fee since these payments were resolved out of the 10 day grace period.  Each time the payment was late multiple contacts were needed to get in touch with the customer and she indicated on multiple occasions she could only make the payment and not the late fee.  

  In addition, the customer received paper statements that were sent to her address on file *** ******* *** Statesville, NC  28625-2700.  This would include the outstanding late fee balance on her contract. 

  As we stated we can see how the customer may have thought no late fees would incur if this was the only contact with the customer regarding the late fees, but as we show there have been multiple communications regarding this matter with the customer and she was fully aware of the fees assessed.  When discussing an option with our Collections Manager she was willing to waive some of the fees equally 25%and the customer would be responsible for 75% of the fees ($4,075.03 75% of late fees +$50.00 (2 NSF).  The customer rejected this offer.  We are willing to offer the customer to pay 50% of the fees ($2,733.35 50% of late fees + $50.00 (2 NSF) payable immediately and we will waive the remaining balance once received and funds have cleared.  if the customer rejects this offer as well, she will be responsible for the full amount due 5,406.70.  

  
  If I can be of any additional service, please let me know. My contact information is ****** **** at ************.
  

  
  

• Initial Complaint

  Date:08/15/2024

  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 the contract with Amur Financing, it did not state we were financed for $80,000 instead of the $56,000 as stated on the contract. Nor did the contract disclose we cannot payoff the balance without all the fees already added to the original balance. No matter how early we make payments we have to pay over $80,000 which is a 40% interest rate. This seems like predatory lending. They refuse to send me any reports showing what the finance charges are and how much is going to the equipment loan.

  

  Business Response

  Date: 09/13/2024

  Respond to Complaint
  RE:      Complaint Case #: ******** Complainant: ***** *******
              Finance Agreement Holder: Hitched
  Logistics LLC
  Finance Agreement(s) #: *******    
  
  By way of background, the Claimant entered into an Equipment Finance Agreement
  with Amur: Agreement ******** on 06/23 (collateral 2020 Hyun, 2019 Carrier). At
  the signing of each Agreement, the Claimant agreed to finance the collateral
  under the terms outlined on page one of their contract. We have attached the
  agreement to ensure clearly defined terms agreed upon with the customer and
  Amur during the finance stage.
  
  Agreement ******** is a standard industry agreement used industry-wide. Amur
  follows all industry requirements.
  
  Defined: EFAs differ from loans because the finance charges are calculated into
  fixed contractual payments over the chosen term. You are responsible for the
  gross contract amount, the sum of the contractual payments. With an EFA, your
  entire equipment purchase amount can typically be borrowed with no down
  payment. Also, you own the equipment outright, and the debt appears on your
  balance sheet.
  For example, in a 60-month term, the customer is responsible for all 60
  payments. However, the customer can pay those 60 payments off at any time
  without a penalty. Unlike a principal and interest loan, early payments on an
  EFA do not reduce the amount of finance charges owed. The contract term can be
  shortened if you are more conscious of the total amount of finance charges. 
  I am sharing this information because Mr. Carlton mentioned he felt he was lied
  to about how Equipment Finance works.  The fees and payment amounts are
  clearly defined before the signature of the contract.     
  
  The
  front of the contract clearly shows that these contracts are full-term and are
  non-cancellable.  List the # of payments (54), payment amount (1,608.54),
  and the equipment cost (56,422.20) on the front of the contract.  So, it
  does surprise me that the customer is surprised at the obligation upon
  signature.   I reviewed the customer profile, and no records indicate
  any issues or concerns regarding the finance charges at the time of signing the
  contract. In general, rates can be subject to the applicant's credit score and
  risk; the higher the risk for the company to provide the financing will result
  in a higher rate of financing.  
  The
  customer has communicated with the Customer Care department several times to
  explain the terms of the contract:  August 2023, March 2024, and June
  2024.
  In
  addition, Amur prides itself on clearly outlining the customer's obligations
  with explicit language in our contracts and verbally with the customer before
  funding.  If the customer had any questions, they certainly could have
  asked before funding the vendor when we asked if they had read and understood
  their contract.  Sections 2,3 and 6 outline the customer's payment
  obligation upon signing, and 6 (a) indicates that all payments must be made
  listed herein.
  The customer can contact me directly if any further information needs to be
  provided. If I can be of any additional service, please let me know. My contact
  information is ****** **** ** *************
  
  

  
  

• Initial Complaint

  Date:05/29/2024

  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.

  not able to return fees for proof of insurance( they charge insurance fee, even I showed I was insured) they denied to do refund and or credit my account

  

  Business Response

  Date: 06/10/2024

  RE:      Complaint Case #* ******** Complainant: **** *******
              Finance Agreement Holder: ******** **** *********, Inc.
  Finance Agreement(s) #* *******      
  
  By way of background, Claimant entered into an Equipment Finance Agreements with Amur: Agreement #******* on 11/22 (collateral 2013 Freightliner Cascadia 125) At the signing of each Agreement, Claimant agreed finance the 2013 Freightliner Cascadia 125 at the terms outlined on page one of their contract. We have attached the agreement to ensure clearly defined terms as agreed upon with the customer and Amur during the finance stage.
  
  Regarding Agreements #*******, this is a standard industry agreement and is used industry wide.  Amur follows all industry requirements set up.
  
  The customer agreed to provide proof of insurance at the time of request in Section 9 of the attached contract.  Failure to do so timely would result in the customer receiving Lender Placed Insurance and they would be responsible for any premiums charged on their contract.  The initial notification was received on 3.21.24 that the policy currently on the contract has or will expire.  The policy expired on 03.10.24.  A Final notification was sent on 4.4.24.  On 4.5.24 the customer received a call from Amur advising of the default for insurance coverage on the contract and no one connected from the call. Then on 04.10.24 the customer was provided notification that the premium were going to be added to their contract on the next invoicing cycle which would be due on 05.15.24.  The customer reached out to our office on 05.10.24 to discuss the insurance premium and we transferred the customer to our Insurance Services area who advised the customer what they needed to provide to have the fee removed.  Still did not have any response from the customer providing the updated insurance certificate so the funds was debited from the customers contract. The customer then provided proof of insurance on 05.21.24.  But since we provide coverage from the time of lapse in insurance until the certificate was provided the customer was not credited back the 1 premium payment made.  Any premiums paid due to a policy being implemented at the default of expiration of their current policy, the customer will remain responsible for paying.  We will waive any further premiums going forward.  We need to ensure the collateral that is financed has adequate coverage.  The customer was advised that this premium would not be waived but any future premiums would be removed.   

  Premium will not be waived since we provide the customer amble time to provide updated certificates of insurance but the notifications went ignored.  We have attached the letters that were sent to the customer at their email address on file [email protected].  This is a confirmed email address as deliverable.

  This customer also has an Return Payment fee of $25.00 they wanted to dispute and have us waive, however, again because we had to pay the bank due to their payment returning insufficient funds, we would not be able to waive that fee.

  If I can be of any additional service, please let me know. My contact information is ****** **** at ###-###-####.
  

  

  Business Response

  Date: 06/18/2024

  Correct email should be ***************aol.com, there was a typo in the last message.

  
  ******

   

  Customer Answer

  Date: 06/24/2024

   
  
  Complaint: ********
  
  I am rejecting this response because: FOLLOWING BUSSINESS RESPONSE. THEY WILL ASSUME MESSAGE WAS DELIVERED JUST TO INPUT E MAIL. BUSSINESS IS NOT CONDUCTING ITSELF IIN A PROFESIONAL MANER, LEGALLY THEY SHOULD MAIL A HARD COPY  OF LETTER AND HAVE CUSTOMER  SIGN AWARE OF SUCH DOCUMENT. JUST AS OTHER LEGAL ENTITIES CONDUCTING BUSSINESS. AM SURE  IF BBB CAN CHECK REVIEWS ON THIS COMPANY WILL UNDERSTAND THE VORACITY AND PREDATOR WAY OF DOING BUSSINESS.
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:04/08/2024

  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.

  Absolutely terrible finance company.
  
  I will never obtain any contract through Amur again. This is the only contract I've ever had where it's mandatory that you show them an updated certificate of insurance every single year. If you do not get them a certificate of insurance in the allotted time they give you they will automatically debit your bank account for THEIR OWN insurance premium. Seems like some scam for them to make more money off of you. I submitted my insurance card to them which they did not accept, so then I sourced a certificate of insurance showing them that my policy never lapsed or changed. They apparently did not have the capabilities to call or text me about this "updated" certificate of insurance, so they emailed it to the wrong email even though I had updated it with them in the past. So now I get stuck paying for my own insurance policy (Which has never changed in the past 12 years) as well as THEIR insurance premium. I spoke with them about this and they refused to reimburse me the insurance premium they took from my bank account without my permission, even though I showed them my own policy had no changes over the entire loan term of this contract. They don't care and they're not here to help you by any means. They're here to squeeze as much money out of you as possible. I did not apply for a loan through Amur, I went through a different finance company who farmed the loan out to Amur which is regretfully how I ended up with them. So there were a lot of moving documents and different people in the process, but I do not recommend this company to any hard working applicant. If I could go back and deny funding from them I absolutely would. This is a joke of a finance company.

  

  Business Response

  Date: 04/22/2024

  RE:  Complaint Case #: ********   
  
  ************ ****** ********

  Finance Agreement Holder:  ******** **** ******** ***

  Finance Agreement (s) #: **************

  Hello,

  Attached to this notification is the customer's contract.  As agreed, when the customer signed their contract, section 9, insurance would be provided throughout the duration of the contract upon request.  Also stated within the contract that if this isn't provided then a policy would be secured on the customers behalf and the insurance premium would be their responsibility.  Therefore, the customer did agree to make these payments.

  Once a customer provides proof of insurance the premiums are removed from the customers contract, but any invoiced premiums will not be refunded since these are considered paid and due to the insurance company to ensure that the equipment is covered.  Attached is the insurance certificate that expired on 11.2023 and multiple communications sent to the customer to advise them of the insurance deficiency and that the premiums will be placed if adequate insurance wasn't provided.  The requirements on the letters are the same requirements of the policy that was provided at the time of funding. The customer was provided adequate time to provide this proof of insurance and since the deficiency was not cured the policy was placed on 02.01.24. Insurance premiums were removed from the customer's account on 03.12.2024 since this is when the outside policy was provided.  Therefore, the only payment the customer was being charged for was the 02.01.24 premium.  This was pulled from the customers bank account; however, the customer notified his bank that this premium payment was not authorized and is currently showing as outstanding on his contract in the amount of $77.05.  And because the payment was returned, the customer also incurred a $25.00 return payment fee which is disclosed on our website listing all of the fees a customer can incur on their contracts. This brings a total amount of $128.05 past due.

  Amur will never apply a fee that hasn't been fully communicated to the customer.  We are not here to nickel and dime the customer as indicated.  We will assess a fee to cover an outstanding deficiency but will ensure that the fee charged are adequate and fair to the customer.  

  Customer can reach out to me directly at ************ to discuss anything further.

   

  ****** ****

• Initial Complaint

  Date:01/29/2024

  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 a loan agreement with Amur and on December 12 2023 I requested a deferment .
  I was granted my request and later docu sign documents were emailed to me and before signing the contract I wanted to get clarification on some details of my current loan as it stands so I reached out to Amur to find out my current balance. The loan balance I was given is more than what my calculations are to date so again I reached out to Amur to find out why I had such a HIGH remaining balance after paying into my loan for 18 months. I have emailed the broker that brokered this predatory deal (of course he has already received his cut and doesn't care), customer service, CFPB, the CEO, Client Relations for escalations and also the NE AG, and still no response nor resolution. At this point, I am feeling as though I have been taken advantage of with deceptive practices of insane "unknown fees" and I am stuck with a predatory loan where NO ONE has been able to explain to me ALL charges in full details, including the interest rate, hidden finance charges that can't be explained down to the dollar and cent, a full breakdown of all payments made, late fees, non-sufficient fees, etc. WHAT DO I DO??? DO I HIRE AN ATTORNEY TO RESOLVE THIS ISSUE??? I am simply asking for all financials, including hidden charges to be ACCURATELY DISCLOSED to me prior to me signing anything else.

  

  Business Response

  Date: 02/22/2024

  From:
  ****** ****
  To:
  BBB Serving Nebraska, South Dakota,
  The Kansas Plains & SW Iowa
  Subject:
  Respond to Complaint
  RE:     
  Complaint Case #: ********; Complainant: ***** ********
              Finance
  Agreement Holder: **** ********* ***
  Finance Agreement(s) #: *******       
  
  Please allow this letter to serve as confirmation of receipt by Amur Equipment
  Finance, Inc. of your dated correspondence of January 28, 2024, related to the
  above complaint case filed by ***** ******** on behalf of **** ********* ***
  (“Claimant”) concerning the Claimants Equipment Finance Agreement *******.
  
  By way of background, Claimant entered into an Equipment Finance Agreements
  with Amur: Agreement #******* on 5/22 (collateral 2016 Freightliner Cascadia
  125) At the signing of each Agreement, Claimant agreed finance the 2016
  Freightliner at the terms outlined on page one of their contract. The claimant
  also agreed at this time the amount of the financing as outlined on page one of
  the agreement.  We have attached the
  agreement to ensure clearly defined terms as agreed upon with the customer and
  Amur during the finance stage.
  
  
  Regarding Agreements #*******, Claimant has inquired about the breakout of what
  makes their contract as if this would have been a Simple Interest-bearing
  contract.  The agreement the customer has
  entered is an Equipment Finance Agreement which is based on a long-term
  contract and does not break out by principal and finance. This is a standard
  industry agreement and is used industry wide. 
  Amur follows all industry requirements set up.
  Defined: EFAs differ
  from loans in that the finance charges are calculated into a stream of fixed
  contractual payments over the course of the chosen term. You are responsible
  for the gross contract amount, which is the sum of the contractual payments.
  With an EFA,
  your entire equipment purchase amount can typically be borrowed with no down
  payment. Also, you own the equipment outright and the debt appears on your
  balance sheet.
  For example, in a 60-month term, the customer is
  responsible for all 60 payments. However, the customer can pay those 60
  payments off at any time without a penalty. Unlike a principal and interest
  loan, early payments on an EFA do not reduce the amount of finance charges
  owed. If you are more conscious of the total amount of finance charges the
  contract term can be shortened
  I am sharing this
  information because the information Mr. ******** has requested is not spread out
  in the amortization schedule he has requested. 
  An amortization schedule will not calculate correctly since this is a
  fixed payment amount. It is based on a flexible simple interest calculation that
  shows the payment amounts applied to the payment structure adjusting the
  interest. The more payments you make, reduces the amount of interest paid and more
  of the payment applied to the principal. 
  I have provided a payment history form that will show that with each
  payment applied reduces the full balance owed.   
  The loan breaks out as follows:  Total amount financed is $89,900.00, this is
  the equipment cost on the invoice that was purchased.  The payment stream provides a total of
  $133,311.28.  This is the amount that
  will be paid in full once the contract has been completed.  The finance charges are calculated on the
  total costs-equipment cost/by term which breaks out to be $1,498.33 Collateral
  costs and the finance charges are $398.59. 
  What makes up the finance charges includes the rate of interest to the
  customer and any commissions and/or fees charged on the contract.  Commercial lending is not required in the
  states to disclose the breakdown of any fees that are associated with the cost
  of lending.  The only state that requires
  us to provide a rate disclosure document to the customer is California. What is
  required is the amount that is financed and the payment stream.  This allows the customer to clearly see what
  makes up the financing of the contract. It is the responsibility of the
  customer to understand the terms of the contract that is offered and to read
  this contract thoroughly as it is a legal and binding agreement before signing. 
  The customer has also incurred
  two lates fees on his October and November 2023 payments in the amount of $189.69
  each and a Return payment fee in the amount of $25.00 for their October payment.  These fees have been gone over with the
  customer in detail with his payment specialist. 
  In addition, the breakdown of his financing has been gone over with on
  multiple occasions with his payment specialist and TFG.  I have also attempted to contact the customer
  to discuss and have not received a return call. 
  Our Collections department have made several attempts recently to
  contact the customer regarding the restructure agreement. 
  I have spoken with ****
  from TFG who initiated this contract, and we will break down this contract a
  bit further for the customer, so they are able to understand the other costs
  that make up the finance charges.  They purchased
  the collateral from ******* ******** who had fees assessed at $3,695.00.  He used TFG to assist with obtaining
  financing who had fees assessed at $5,173.00. 
  Amur’s administration fees are $3,522.85.  Totaling $12,390.85 in fees.  With 60 payments and the finance charges from
  each of those payments = 398.59 totaling $23,915.40 – fees $12,390.85 = $11,524.55
  in interest paid over the 60 months of their contract.
  It is the responsibility
  of each customer to maintain their account system.  The customer can feel free to use the payment
  history report to assist them with their accounting going further by subtracting
  each payment out of the remaining balance. 
  Since the customer has been provided a restructuring of their account for
  4 months, their payment has gone up to $1,980.16.  It is important that when the customers’
  payments resume, they are aware of this increase and the documents they signed
  at the time of the restructuring.
  
  If I can be of any additional service, please let me know. My contact
  information is ****************.
  ****** ****

• Initial Complaint

  Date:02/06/2023

  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.

  I purchased my trailer for a semi in 2017, I am at the end of my 60 month contract with them, when I realized that they were not reporting my payments to the bureaus. I was under the impression that a financial entity was supposed to do that.
  I called Amur and they said they only report if there is something negative. My concern is that after an impeccable payment history it would be a positive on my credit report, in the event I wanted to purchase a new one there is nothing showing.
  
  They explained that I can obtain a letter from them however, I dont think will work

  

  Business Response

  Date: 02/07/2023

  Good Afternoon, We are a Commercial Lending facility and do report our Commercial Customers whether their payment history is good/bad to ****** which is a Commercial Credit Reporting Agency. Since your contract is in a "sole proprietary" name your credit history doesn't qualify to be report to a commercial lending facility. In order for us to do so, you would need to have your contract in the name of your business in which you are operating under.
  
  
  
  When we do have customers using their personal name to run their business through, we only report any negative impacts their payment history to a credit bureau. We could certainly look at placing your contract under your business name if you are looking to have your payment history reported to a bureau.
  
  
  
  Please feel free to reach out to me anytime. ****************.

• Initial Complaint

  Date:12/22/2022

  Type:Customer Service 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.

  My loan was caught in cross fire transitioning from Amur which was sent for forgiveness 12/6/21 then I had got a email to go through forgiveness through ************** again 12/16/21 after 72 emails the forgives portal opened and I was able to again finally submit forgiveness 8/11/22 of this year (almost an entire year waiting) and emails to prove. I had one amazing representative that helped me from June up until forgiveness until August as per my account. Loan- ********** this process with this transition has been a living nightmare. Amur never responded back after reaching out via email.
  

  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2023/01/06) */
  Good morning,
  
  We have reviewed the customers complaint regarding forgiveness of her PPP loan. Amur did fund her PPP loan but then was sold to ************** as it was outlined in her details above. Once a contract has been sold to another finance facility, Amur is no longer able to assist with the forgiveness portion. Notification of the sale was provided to the customer along with the information on how to contact ************** regarding their PPP Loan. ************** would be the only ones to assist, as all of the details of the loan were transferred and not visible to Amur. During the sale process all transactional matters were on hold, portals were closed and it did take a couple of weeks after the sale of this transaction to go through the SBA process which is why the customer wasn't able to apply for forgiveness until the portal was reopened. The forgiveness portal should have been available to the customer shortly after the new year. Without visibility into the history of the this transaction, unfortunately I am not able to provide any insight as to what went wrong or why the forgiveness took so long. All we are able to do is empathize and say how sorry we are for the customers experience. The forgiveness should not have taken that long, nor should 72 emails be gone unaddressed or answered.

• Initial Complaint

  Date:09/21/2022

  Type:Customer Service 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 June 18th I used Amur to purchase a Box Truck for work and was told that they would cover and include the cost of the tax, Tittle and licensing fees and should also receive my license plates within 30 days.
  60 days past and no plates received and I contacted Amur and was told there was and issue with the Tittle in which the vendor had to correct so nothing would be drafted out of my account but that was false.
  I contacted them letting them know that I had no plates, I have to pay weekly permit fees in order to drive the truck for work which means that I don't own it and they shouldn't be taking payments out for something I do not yet own.
  No response.
  The here at 90 days, still no plates, still paying weekly for permits and money still being drafted out of my account for truck payments and I receive a call from the GOV Tax office letting me know that the tags are ready but I have to pay $**** for the change. WOW!
  So I sent an email to Amur asking for clarification on this issue and again no response.
  I've been losing money daily since I cannot perform my work to it's full potential since I have no plates, I have been out of unnecessary funds since having to pay for a permit and now I'm being forced to spend thousands or risk losing my business.
  

  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/09/23) */
  Good Morning,
  
  We certainly understand the customers concerns regarding their delays in the titling of the equipment they financed with Amur. The statement in the customers complaint saying that they used Amur to purchase the box truck is inaccurate, he used *********************** to purchase the truck. Amur is only the finance company that paid *********************** for the purchase the customer made. In the complaint, the customer describes delays in getting their plates, these were created by the vendor at which they purchased their equipment from. The vendor is in ** and the customer is in **, it is required for in state transactions that the vendor is the responsible party to complete title work. With the vendor being responsible to complete the title work on behalf of the customer, they are responsible for ensuring timely and accurate delivery of the title packet to the DMV of the customers jurisdiction. Any fees the customers has had to pay for permits due to these delays, he will need to discuss with the vendor as these again are not the result of Amur. Since the funds were provided to the vendor at the time of purchase, the customer is responsible to make the monthly periodic payments as outlined in their contract. We have on two occasions allowed deferment of payments as a courtesy to the customer moving their payments out even though the title issues are not the result of Amur. Our title department is not responsible for the follow up of the registration process, we are concerned that our lien hasn't been placed, but it is the responsibility of the customer to contact who was responsible for getting the title work out. This is their vendor. In addition, now the title work was delivered to the DMV, the customer doesn't have funds to pay sales tax, this is the $******** fee the customer mentions. This is a delay that the customer has created as they should be well aware that sales tax needs to be paid at the time of purchase for any vehicle. Since the vendor was handling the title work, and if the customer wanted to include sales tax in his financing this should have been added to the vendors invoice as they would be the ones responsible for sending along with the title packet. We again have made an exception to assist the customer to add the sales tax to their financing which would incur a documentation fee and customer would be responsible for making this payment with their next periodic payment. We have waived the fee as a courtesy to assist the customer. The customer needs to know that his monthly payment will increase since the amount of financing was increased with the addition of the $*****. We have been cooperative with the customer with constant communication to help the customer resolve their matter with the title work. This complaint should not be against Amur but with the vendor they purchased the equipment.

• Initial Complaint

  Date:07/29/2022

  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.

  Date of transaction: March 9th, 2022
  Amount paid to company: *********
  Violation: Company failed to issue title for legally inoperable equipment, but still requires payment and obligation of completing contract.
  

  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 12, 2022/08/26) */
  Good Afternoon,
  
  In review of the above complaint, Amur has found the following:
  
  The title delay the customer has experienced have been due to the DMV stating that the title received in the title packet submitted to them was a copy. The title submitted by the vendor to Amur, and Amur to the DMV was the original title provided by the seller of the equipment. This is know due to the fact that neither Amur nor the vendor would ever provide a copy of a title for registration as we know that this is not possible, an original is required. In addition, all staff working on this title packet have over 20 years experience in working with title and registration and also know that a copy of a title is insufficient and would have resolved the matter prior to sending the title work to the DMV. Since the DMV refused to provide the title packet back to validate that a title copy was issued in the process, Amur had no choice but to request a duplicate title. Once a duplicate title has been received, the previous title number becomes invalid and no longer able to use. The vendor did ask the seller of the equipment to request a duplicate title in which they did, however, the duplicate title never made its way to the seller and was considered lost. In order to request a second duplicate title a 30 day time period must lapse from the date of issue to ensure that there wasn't just a delay in delivery. It has been discovered that the reason for the title not getting to the seller was that the DMV left off the suite # on the envelope even though the suite # was on the title. We have confirmed with the DMV that the duplicate title requested will be issued in the next three business days to the seller and have confirmed that the suite # will be included in the mailing address. The seller is aware of this and are on the look out for the receipt of the title. They will then need to assign the title over to the buyer and submit to Amur for processing. The seller is aware of the urgency required in this transaction due to the delays this has caused for the buyer and intends to get this completed as soon as received. Overnight label has been provided to expedite the process. While we have been working through the process of getting this issue resolved, Amur has agreed with the customer that we will defer payments until the matter has been corrected.
  
  We understand the strain this has placed on the customer, however, the delays in the title process were not directly responsible to any fault by Amur. Our obligation was to get the funding for the equipment financed on behalf of the customer and submit the title work to the DMV so the customer was able to get the equipment registered. This was completed in a timely manner. We also understand that these delays in titling are also not in anyway the fault of the customer which we intend to work with the customer to resolve. As we are not able to refund the customer for payments received as these are to pay for the funds financed on their behalf, we certainly will work with the customer to correct any negative credit impact this has created for any late payment reporting from Amur. If the customer also needs an additional deferral for their next periodic payment, they will just need to contact our titling department to request a courtesy deferral on their behalf due to the delay in titling. This will be approved by Amur as we do know this is not in anyway a fault of the customer.
  
  We certainly want to make matters right for the customer and if they have any further questions, concerns or issues, they are free to contact me directly at ************.