Complaints
This profile includes complaints for Community Choice Financial, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 434 total complaints in the last 3 years.
- 149 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:06/04/2025
Type: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.
When I First Took Out A Loan For My Title, I Only Had To Pay The Monthly Fee That Was Given To Me. I Agreed To That, Which Interest Has Always Been High.
The Beginning Of The Year Of 2025, Somehow They Made Me Sign A Contract To Pay In 5 Installments Or Else My Title And Car Will Be Owned By Them.
I Noticed That My Principle And The Total Towards My Title Have Not Barely Been Anything Towards Me Getting My Title Back.
The 5th Payment Supposedly Says I Have To Pay $2,500 All At Once In Order To Receive My Title.
This Is Not What I Signed Up For Back In October, I Would Have NEVER Took The Loan, Just For Them To Change Things Once I Already Took Out A Loan Is Insane.
My Rent Is Already $2,300 A Month, Plus Utilities, How In The World Can I Afford Getting My Title Back, When I’ve Been Making Monthly Payments, Even Paying Extra And Only A Few Dollars Has Went Towards Me Getting My Title Back.
This “New Law/Contract” Should Be Illegal, Again, This Is NOT What I Signed For When I First Took Out The Loan, I Would Have Never Taken The Loan If I Known I Had To Pay A Big Amount All At Once Like This.
The Vehicle Is Now Broken Down, I Can’t Even Get It Fixed Because Of All Of These Payments And I’m Steady Being Threatened Of Them Signing My Title Over.
Me And My Children DO NOT DESERVE THIS AT ALL. They Made It 10 Times Worse To Even Get The Title Back. There’s Nooo Way Any Human Should Be Going Through This,
This Is Wayyy Tooo Much Just For A Loan I Already Paid Overtime Within The 6-7 Months, Now I Have To Pay Another $2,500, All At Once?
INTEREST IS EXTREMELY HIGH, Nothing Has Barely Went Towards Me Getting My Title Back. The Vehicle Keeps Breaking Down, I Can’t Even Get It Fixed Due To ALLL THE BILLS I HAVE,
$2,500 Is Beyond Me And My Family, That Is More Than My Rent. It’s Unfair That They Would Change The Contract AFTER I Already Took The Loan Out, This Has To Be Illegal. Y’all Are Getting Over ??????
Business Response
Date: 06/09/2025
****************
Thank you for the opportunity to respond to the complaint filed by ********** **** (Complainant). Titlemax Of Texas, Inc., DBA Titlemax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they originally had a monthly fee but were made to sign a 5-month contract or else their title and car would be owned by TitleMax. They claim that they did not sign up for this high interest agreement and the vehicle is now broken down. They are requesting a refund or billing adjustment.
TitleMax of Texas, Inc., DBA TitleMax is a registered Texas Credit Services Organization (“CSO”) and assists consumers in obtaining loans from willing, unaffiliated lenders. TitleMax services the loan but is not a lender in Texas. TitleMax charges a CSO fee in the amount permitted by Texas law.
A review of TitleMax records revealed that on October 24, 2024, the Complainant obtained a loan with First Star Financial, LLC in the amount of $1,533.00 at a storefront in Plano, TX. The Complainant granted a security interest in a 2006 Infiniti FX35 with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $1,854.48, due November 23, 2024.However, to the extent the Complainant did not wish to repay the loan in full, they had the option to pay the outstanding interest and fees, refinance the loan and enter into a new agreement.
On November 5, 2024, the Complainant made a payment in the amount of $128.59 and refinanced their existing loan in the amount of $1,533.00, borrowing an additional $600.00. The loan was contracted to be repaid in full in the amount of $2,558.80, due December 5, 2024.
TitleMax may discontinue certain loan models and/or offer additional models from time to time. As such, when the Complainant refinanced the loan on December 16, 2024, the Complainant was offered a loan product with a term of five (5) months, however, the Complainant was also given the ability to pay the loan off in full with no penalty. The Complainant completed the refinance themselves online via the customer portal by making a payment in the amount of $567.45. The new loan was contracted for a total of five (5) payments due monthly beginning January 15, 2025, with the first payment being $398.17, the following three (3) payments in the amount of $398.15, and a final payment of $2,612.00, which represents the final CSO fee along with the principal and interest to the lender, due May 15, 2025.
Payment history on the most recent refinance indicates there have been six (6) payments made on the loan in the total amount of $1,820.77. When the payment was not made on May 15, 2025, the account entered a past due status. The Complainant currently has a past due balance of $2,444.59 but it is subject to change due to interest and/or fees that may be accruing.
At the time of loan origination and each subsequent refinance, the Complainant signed a Loan Agreement, Promissory Note and Security Agreement that clearly discloses the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and Regulation Z. The Complainant was provided with a digital copy of the loan agreements and ample time to review them prior to signing. By signing the agreements, the Complainant acknowledged their understanding of the terms and conditions of each agreement.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed, therefore no billing adjustment or refund will be provided. The Complainant remains bound to the terms of the agreement they signed on December 16, 2024. Should the Complainant have any additional questions or concerns regarding their account, we encourage them to contact TitleMax directly at ###-###-####.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
Consumer Protection
** *** *** ********** ** *****Customer Answer
Date: 06/13/2025
They Changed Their Loans. When I First Signed Up For This Back In September/October I Did Not Have To Make 5 Installments. I WOULD HAVE NEVER SIGNED FOR THE LOAN OR TOOK THE LOAN. I Was Not Aware They Were Gonna Do This. There’s No Way A Person Can Afford To Pay Their Rent Plus A High Balance Paid Off, It’s Bad Enough The Interest Is High.Initial Complaint
Date:06/02/2025
Type: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.
Good morning, In a emergency before my wedding day I pulled a Title loan from Titlemax in August 16th 2024. It was for $8,900 and to this day every month I pay $1,433.12 - $1,644.57, the amount still totals to over $10k.
On January 22nd 2025 at 2:02pm, my personal vehicle (2019 ****** Camry LE) was towed due to a payment that was missed by accident as I had assumed it went through. After 15 minutes of realizing it was towed, I called all around and was advised it was by Titlemax in which I called to make the payment and have it released. I was told to come into the office, so I had to Uber an hour to their office from **** to Spring.
Paid in person and was told I will have to wait 1 week to pick up my car at ***. Picked up the vehicle on January 29th 2025 leaving work early to make it in time at 3:59pm is when I found my car would not start, noticed the splashguard was hanging and dragging underneath the vehicle, I sat inside only to realize it was completely wet inside, including the passenger seat and the rear seats, even the trunk was wet with a strong mildew smell.
I opened a claim with *** only to be told this is with Titlemax but TItlemax will not take responsibility and says it is ***. Both organizations will not take responsibility.
I have photos and videos from the beginning to the time of pick up. This had worried me of my health and expenses to remove any future corrosion underneath the car's carpet/connectors/wiring/airbags/etc... Mold is something that worries me the most.
They broke into the driver's front door, bending and causing damages to the paint, very visible.
I continued to be patient with Titlemax to this day they still are delaying any assistance and not helping.
Please if possible I would really like to have this matter resolved or come to a agreement.
Thank you - ******* **** **************
Business Response
Date: 06/05/2025
June 5,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ******* **** (Complainant). TitleMax of *********** DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states their balance is greater than the original loan amount despite making their monthly payments.They also claim after redeeming their repossessed vehicle, they had to wait a week before they could pick it up, and that multiple damages were done to the vehicle. They state they filed a claim with ***, however both *** and TitleMax claim the other company is responsible. The Complainant is requesting for their vehicle to be repaired and disputing $4,429.38.
TitleMax of ***********, DBA TitleMax is a registered Texas Credit ********************* (CSO) and assists consumers in obtaining loans from willing,unaffiliated lenders. TitleMax services the loan but is not a lender in ******TitleMax charges a CSO fee in the amount permitted by Texas law.
A review of TitleMax records revealed that on August 16, 2024, a title loan was obtained with First Star Financial, LLC in the amount of $8,933.00 at a storefront in *******, **. The Complainant granted a security interest in a 2019 ****** Camry with a VIN ending in ******. The loan was contracted to be paid off over the course of five (5)months with the first fees and interest payment of $1,644.57 due on September 20, 2024, followed by three (3) monthly fees and interest payments of $1,433.12 beginning on October 20, 2024, and a final payment of $1,433.12 representing the final CSO fee and $9,315.29 representing the principal and lender interest,both due on January 20, 2025.
A review of the payment history indicated the Complainant made three (3)payments on the loan before defaulting on the installment due on December *******. On January 22, 2025, the vehicle was recovered due to this nonpayment and a repossession fee of $435.00 was assessed onto the balance. The same day, the Complainant made a payment of $3,688.41, to redeem the vehicle and refinanced their existing loan of $8,933.00. The loan was contracted to be paid off over the course of five (5) months with the first fees and interest payment of $2,114.44 due on March 8, 2025, followed by three (3) monthly fees and interest payments of $1,433.12 beginning on April 8, 2025,and a final payment of $1,433.12 representing the final CSO fee and $9,339.64 representing the principal and lender interest, both due on July 8, 2025.
A review of the payment history of the most recent refinance indicates there have been four (4) payments, totaling three (3)installments made on the loan. As of the date of this response, the Complainants loan is current.
At the time of each loan origination and subsequent refinance,the Complainant signed a Loan Agreement, Promissory Note and Security Agreement that clearly discloses the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and **************** signing the agreements, the *********** acknowledged their understanding of the terms and conditions of each agreement.
Regarding the Complainants claim that their balance is more than the original loan amount, it should be noted the Complainant has only paid the minimum amount due on several occasions, which typically only covers interest and fees. Should the Complainant wish to see a reduction in principal,the Complainant must pay more than the minimum amount scheduled.
TitleMax encourages customers to use this product as a short-term financial solution and whenever possible, pay off early to avoid accruing interest.The balance may be paid back at any time with no penalty for early payoff.
Concerning the claim of having to wait a week to pick up the vehicle, it is important to note that appointments to redeem are made based on availability. Once the vehicle arrived on *** premises on January 25, 2025, the Complainant was able to book an appointment for January 29, 2025, to retrieve their vehicle. It should also be noted that *** is not open on weekends.
To address the multiple damages allegedly sustained during repossession, it should be noted that the alleged damage occurred when the vehicle was recovered by an unaffiliated third-party vendor, and not while it was in TitleMaxs possession. Accordingly, any recourse the Complainant may have should be directed to Insurance Auto Auctions (IAA) at ************** and/or the recovery agent, Collateral Recovery Team at **************.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. Should the Complainant have any additional questions or concerns regarding their account,we encourage them to contact TitleMax directly at *************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Customer Answer
Date: 06/08/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 23406308
I am rejecting this response because:
I contacted the company *** (stating they opened a claim but are only a Third party company to Titlemax and because Titlemax is refusing to assist they can not do anything). I also walked into the original store Titlemax many time during that time to speak to the consultant who provided me with the loan from the beginning but could not give me any further updates or place me in contact with his supervisor no matter how many times I have insisted for help in this matter.I also contacted the Collateral recovery team and was shown evidence it was dropped off at the *** facility with no damages or lowered windows.
During the time in IAA the windows were lowered and battery terminal was removed so they were not able to raise the windows back up causing serious water intrusion. Along with the door damages. All evidence is photographed and video, since the time of tow thanks to the facilities nearby at the time.
I have spoken with a legal team but have decided to go this route before taking any serious measures.
All I ask is for sympathy and to take responsibility with all due and respect to my property.
Thank you
Regards,
******* ****Initial Complaint
Date:06/01/2025
Type: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 in November 2024 I was ahead on the payments until February I was 1 week late. I was transfered from i40 office to Spur road office .
When I applied for loan originally I did not make enough money to pay the loan. I TOLD the young lady I had been hired at **** **** and was starting in 2 weeks she added that job and income to get my loan .We'll that job did not work out .
Then I got transfered to spur road.Then I was late in Jan or Feb the lady at spur road was very rude and said I had to have all of the payment that day .Well I got it and I also told her I was locked out of my account on line and couldn't pay it on line she said they couldn't reset my account with out me going out there way out there .So I kept on making payments on phone.
We'll this payment May came due I was 5 days late I called and a guy named **** answered he told me to make the payment in 2 days and to call this number and ask for a discount or rebate.
HE also stated that my loan was being changed to month to month not the 6 monthes ans thar they would work with me to pat the debt.
I called the next 2 days the lady refused to take my payment and said absolutely was not giving me any rebate or discount and they wanted my truck.
Now what can I do I'm being lied to and the woman will absolutely not talk or work with me .I've been lied to and manipulated into losing my vehicle.
Business Response
Date: 06/05/2025
******************
Thank you for the opportunity to respond to the complaint filed by ******** ******* (Complainant). TitleMax of Texas, Inc. DBA TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant claims they received rude service and were given conflicting information regarding making late payments. They further claim a representative refused to take payment, would not give a rebate or discount, and wanted their truck. The Complainant is requesting a billing adjustment.
TitleMax of Texas, Inc., DBA TitleMax is a registered Texas Credit Services Organization (“CSO”) and assists consumers in obtaining loans from willing, unaffiliated lenders. TitleMax services the loan but is not a lender in Texas. TitleMax charges a CSO fee in the amount permitted by Texas law.
A review of TitleMax records revealed that on December 6, 2025, a title loan was obtained with First Star Financial, LLC in the amount of $858.00 at a storefront in Amarillo, TX. The Complainant granted a security interest in a 1992 Chevrolet Suburban with a VIN ending in ******. The loan was contracted to be paid off over the course of five (5) months with the first fees and interest payment of $183.55 due on January 6, 2025, followed by three (3) monthly fees and interest payments of $177.60 beginning on February 6, 20205, and a final payment of $177.60 representing the final CSO fee and $893.30 representing the principal and lender interest, both due on May 6, 2025. On the same day, the Complainant refinanced their existing loan of $858.00, borrowing an additional $342.00. The loan was contracted to be paid off over the course of five (5) months with the first fees and interest payment of $244.40 due on January 6, 2025, followed by three (3) monthly fees and interest payments of $236.52 beginning on February 6, 20205, and a final payment of $236.52 representing the final CSO fee and $1,249.38 representing the principal and lender interest, both due on May 6, 2025.
A review of the payment history on the most recent refinance indicates there have been seven (7) payments made on the loan, totaling three (3) scheduled payments. When the payment was not made on May 6, 2025, the account entered a past due status. The Complainant currently has a balance of $1,355.63 but that is subject to change due to interest and/or fees that may be accruing.
It is important to note that at the time of the loan origination and the refinance, the Complainant signed a Loan Agreement, Promissory Note and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and Regulation Z. By signing the loan agreements, the Complainant acknowledged their understanding of the terms and conditions of the loans.
Regarding the Complainant’s claim that they received rude service, and were given conflicting information regarding making late payments, a review of the call log does not corroborate the Complainant’s allegations. TitleMax spoke to the Complainant on May 24, 2025, and informed them that their current loan model would no longer be available, and should they wish to refinance their loan, we would be able to offer them a thirty (30) day loan product. The Complainant was also informed of the risk to their vehicle, however we have yet to receive payment, and the account is still past due. TitleMax remains willing to work with the Complainant to assist them in paying back their loan and views recovery of a vehicle as a last resort. TitleMax endeavors to assist our customers with all of their concerns and provide the best service possible. We sincerely apologize for any poor customer service or any frustration they may have experienced.
As TitleMax believes that the conditions of the loan were clearly disclosed and cannot find any evidence of wrongdoing, the Complainant’s request for a billing adjustment will not be granted at this time. We encourage the Complainant to contact TitleMax, reachable at ###-###-####, to arrange a mutually acceptable repayment arrangement for this account.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
Consumer Protection
** *** *** ********** ** *****Initial Complaint
Date:05/29/2025
Type: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 was reviving a check from the Florida division of retirement that had never came in the mail I had filled a complaint with **** and the Florida division of retirement who opted to replace the check
.a check arrived in the mail in which I believed to be the new updated check and went to check cashing USA to cash the check
once the business tried to cash the check it was the wrong check they contacted me and while trying to explain what happened they accused me of committing fraud yelling at me and told me I should be put in jail
numerous time harassing me I tried on numerous occasions to rectify the situation and feel uncomfortable even speaking or interacting with the business because of their treating behaviors and employees after trying to speak to managers and other leadership they sent me on a wild goose ***** and wont let me contact someone different to relive the issues
Business Response
Date: 05/30/2025
Thank you for the opportunity to respond to the complaint filed by ******* ****** (Complainant). Community Choice Financial, a member of Community Choice Financial family of brands,appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize the Complainant states they cashed a check with Check Cashing USA which turned out to be the incorrect check. The Complainant states they attempted to explain what happened but claim they were harassed and accused of committing fraud.Unfortunately, the Community Choice Family of Brands is not affiliated or a part of Check Cashing ***. This complaint would be best suited to be forwarded to the correct company.
Initial Complaint
Date:05/22/2025
Type: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 applied for a loan, I got approved for the loan. During this process they had my information and I was never able to change or edit banking information. Assuming this would be after I signed and that they would check the bank account to make sure it is active, I went through the process.
There was never a verification of the bank account they had on file, but the loan was processed. Immediately I checked into this and they had account information of a checking account that has been closed for 6 months. I called to resolve and was told not to worry, the funds would be sent back if it is an inactive account.
I called today because I am receiving emails and calls about payment. I called customer service again and they said they still have not received the money back. But still have not done a check to see that the account is inactive, which is a part of any loan process.
I was told today I needed to make the payment on the loan I never received.
Business Response
Date: 05/30/2025
May 30,2025
Better Business Bureau
****************
******************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** ****** (Complainant).Buckeye Check Cashing of ***********, DBA **** Central, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant says when they were approved for a loan and never given the option to change their bank information. They assumed it would be verified after signing, however once processed they noticed that the bank information was from a closed account. When they called to resolve the issue, they were informed the funds would return if the account were inactive,but they are receiving calls and emails about the payment.
Buckeye Check Cashing of ********** *** **** Central is a registered Texas Credit Access Business (CAB) and assists consumers in obtaining loans from willing, unaffiliated lenders. Speedy **** services the loan but is not a lender in *****. **** Central charges a CAB fee in the amount permitted by Texas law.
A review of **** Central records revealed that on May 12, 2025, a payday loan was obtained with First Star Financial, LLC in the principal amount financed of $200.00 online at *******************. The loan was contracted to be repaid in full in the amount of $256.49 on May 23, 2025. A review of the payment history indicates there have been no payments made on the loan. When the payment was not made on May 23, 2025, the account entered a past due status. As of the date of this response, the Complainants account currently has a past due status with a balance of $286.49 but that is subject to change due to interest and/or fees that may be accruing.
It is important to note that during the online loan application, the Complainant has to review the application information before proceeding with the loan request. Our records indicate that the loan was successfully funded to the bank account provided on the application. In addition, On May 13, 2025, the Complainant contacted **** Central advising of the wrong bank information, and they were informed to wait for the funds to return and to call back to update their bank information. On May 22, 2025, **** Central informed the Complainant that they are still responsible for the loan. Should the Complainant continue to claim otherwise, they are encouraged to provide a bank statement from the bank account provided on the application, showing the date of the funding in question to ************************************.
************ believes that the conditions of the loan were clearly disclosed and finds no discrepancy or concern in how the transaction was processed. Should the Complainant have any other questions, we encourage them to contact **** Central directly at **************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Initial Complaint
Date:05/14/2025
Type: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 March 25, 2025 I ********* ******* went to Instaloan of Lakeland,FL to refinance my autoloan. I paid a total amount of $1,200 which cleared a past due balance, leaving a remainder to go toward my future payment. I signed my refinance agreement in store and was provided a receipt of confirmation. Approximately, three days later, I received a call from an employee of InstaLoan by the name of ********* stating that my signature and agreements had been voided due to a system error that the company had and that I would need to come back in to resign. Due to my work profession I was unable to drive over 100 miles within the timeframe that was needed. I discussed with ********* and she advised me as long as I had a receipt that reflected the date and amount of the payment, that my refinance contract would remain valid and my vehicle would not be repossessed. On May 6th my vehicle was repossessed and I was demanded to pay $2,008.05 or my vehicle would be placed in auction and sold. I called and spoke with ********* to inquire about her initial statement of me being protected and my car being safe. She specifically told me that there wasn’t anything she could do and I needed to pay full balance. Although , at no fault of my own, and due to InstaLoan system issue my refinance contract was voided, which caused an incorrect reflection of me being over 100 days past due. Even though I had already paid what I owed plus extra to go toward my future payment. I have been wronged and inadvertently missed out on pay due to not having my vehicle and really need some assistance. I don’t know what to do.Business Response
Date: 05/20/2025
**************
Thank you for the opportunity to respond to the complaint filed by Jondarius Burnham (Complainant). TMX Finance of Florida, Inc., DBA InstaLoan, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states their refinance was voided due to a system error and that they were asked to re-sign. They claim the vehicle was repossessed despite being told it would not be if they were unable to come in and sign. They state they were told nothing could be done due to the error with their refinance contract being voided and request a refund.
A review of InstaLoan records revealed that on January 29, 2024, the Complainant obtained a loan in the amount of $1,742.41 at a storefront in Lakeland, FL. The Complainant granted a security interest in a 2015 Dodge Charger with a VIN ending in ******. The loan was contracted to be repaid in full in the amount of $1,809.90, due February 28, 2024. On February 28, 2024, the Complainant made a payment of $235.15 and refinanced their existing loan of $1,574.75. The loan was contracted to be repaid in full in the amount of $1,804.09, due March 29, 2024.
Between March 6, 2024, and December 18, 2024, the Complainant refinanced their loan on eight (8) more occasions, borrowing an additional $655.00 total. The most recent successful refinance was completed on December 18, 2024, in which the Complainant made a payment of $349.00 and refinanced their existing loan of $2,228.79. The loan was contracted to be repaid in full in the amount of $2,430.34, due January 17, 2025.
Payment history on the most recent successful refinance indicates there were two (2) payments made on the loan. When the payment was not made on January 17, 2025, the loan entered into a past due status. On March 25, 2025, the Complainant made a payment and attempted to refinance their remaining balance, however, the refinance failed and was subsequently voided. InstaLoan notified the Complainant and provided ample opportunity to visit the storefront to complete the refinance, but the Complainant failed to do so. Since the Complainant did not visit the storefront to complete the refinance or make any other payment, the vehicle was recovered on May 6, 2025. On May 14, 2025, the Complainant made a payment of $2,008.05 which paid off the account and redeemed their vehicle. An electronic lien release was submitted on May 16, 2025.
Should the Complainant have any additional questions or concerns regarding their account, we encourage them to call our Customer Service department directly at ###-###-####.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
Consumer Protection
** *** *** ********** ** *****Initial Complaint
Date:05/12/2025
Type: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 processed a loan with Titlemax on 5/05/2025 and they collected $50 for the purpose of applying to the state of Illinois for a lien on my vehicle. They never applied for the lien and even though the contract states they collected the fee and paid it to the "Secretary of State", they never applied for the lien and refused to refund the amount to me.Business Response
Date: 05/14/2025
*****************
Thank you for the opportunity to respond to the complaint filed by ******* ******** (Complainant). TitleMax of Missouri, Inc., DBA TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they processed a loan with TitleMax on May 5, 2025, and a lien fee of $50.00 was collected. They state TitleMax never applied for the lien, therefore they feel they are owed a refund.
A review of TitleMax records revealed that on May 5, 2025, the Complainant obtained a loan in the amount of $4,350.00 at a storefront in St. Louis, MO. The Complainant granted a security interest in a 2005 Lexus RX 330 with a VIN ending in ******. The loan was contracted to be repaid in thirty-five (35) monthly payments of $677.48 beginning June 19, 2025, with a final payment of $676.60, due May 19, 2028. Payment history indicates that the Complaint paid the balance of $4,392.88 on May 7, 2025.
At the time of loan origination, the Complainant signed a Consumer Installment Loan Agreement, Promissory Note and Security Agreement that clearly disclosed the annual percentage rate, finance charge, amount financed, total of payments and the repayment schedule in accordance with the Federal Truth in Lending Act and Regulation Z. It is also important to note that a TitleMax employee also explained the terms and conditions to the Complainant. In addition, the agreement contained notices regarding Right to Cancel, however, records do not reflect that the Complainant attempted to rescind the loan.
As stated in the signed agreement regarding Right to Cancel:
“I may cancel this Note, without cost, no later than the close of business on the first business day after the Loan Date, by returning the Loan proceeds to Lender at the store at which I obtained the Loan. Upon the timely cancellation and return of the Loan proceeds, Lender will credit my account for any accrued interest and cancel the Loan. If I do not cancel this Note in compliance with this Section 6, the Loan and this Note remain in full force and effect.”
By signing the agreement, the Complainant acknowledged their understanding of the terms and conditions of the agreement. Due to the Complainant not rescinding the loan within the above-mentioned timeframe, the note remained in full effect including the lien filing fee of $50.00.
TitleMax believes the conditions of the loan were clearly disclosed and finds no evidence of any wrongdoing, therefore no refund will be provided. The Complainant may contact TitleMax directly at ###-###-####. for any other questions or concerns regarding their account.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
Consumer Protection
** *** *** ********** ** *****Customer Answer
Date: 05/14/2025
The contract states the $50 was to be paid to public agency for purposes of a lien, this process was never completed and ******* is no entitled to those funds.
:
Regards,
******* ********Business Response
Date: 05/21/2025
*****************
Thank you for the opportunity to respond to the rebuttal referencing the complaint filed by ******* ******** (Complainant). TitleMax of Missouri, Inc., DBA TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states TitleMax is not entitled to the $50.00 lien filing fee.
After a second review, it was confirmed that the lien application had not yet been submitted at the time the Complainant paid off the loan, as the payoff occurred shortly after the loan’s origination. However, we have determined that the Complainant will be issued a refund check for $50.00 that will be mailed to the address on file.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
Consumer Protection
** *** *** ********** ** *****Customer Answer
Date: 05/21/2025
I accept their offer for the refund and regretfully realize that they are only doing this to settle the BB complaint and unfortunately will probably continue in there unfair practices, especially if the feel like the location general manager who told me “That’s their money”! And said it like they could care less what it was to be used for.
Regards,
******* ********Initial Complaint
Date:05/08/2025
Type: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 file a complaint against TitleMax, located in San Angelo, TX 76903, regarding a title loan I took out and paid off earlier this year.
On February 20, 2025, I obtained a title loan from this location. I paid off the loan in full on February 26, 2025. I was told my vehicle title would be mailed back to me via certified mail from their Big Spring, TX office.
According to their records, it was shipped on March 25, 2025. However, I never received the title. I went to the local post office to inquire and was told that certified mail should have tracking information. When I contacted TitleMax, I was informed that their certified mail does not have tracking, which I found confusing.
I called TitleMax again on April 17, 2025, and they stated they would send me a lien release form instead. I never received it.
Today, on May 8, 2025, I made a third call requesting the lien release form again. This has become a frustrating and time-consuming issue that is preventing me from retrieving or replacing my vehicle title properly.
I am requesting the BBB’s assistance in resolving this matter.
I would like TitleMax to promptly provide the lien release form or assist in recovering my original title so I can move forward with obtaining a clean copy from the Texas Department of Motor Vehicles.
Thank you for your time and help.
Business Response
Date: 05/14/2025
May 14, 2025
Better Business Bureau
1169 Dublin Road
Columbus, OH 43215
RE: BBB Complaint ID 23305395
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** ******** (Complainant). TitleMax of Texas, Inc. DBA TitleMax, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they have repaid their loan, however their title has not been returned. The Complainant is requesting their title or a lien release form.
TitleMax of Texas, Inc., DBA TitleMax is a registered Texas Credit Services Organization (“CSO”) and assists consumers in obtaining loans from willing, unaffiliated lenders. TitleMax services the loan but is not a lender in Texas. TitleMax charges a CSO fee in the amount permitted by Texas law.
A review of TitleMax records revealed that on February 20, 2025, a title loan was obtained with First Star Financial, LLC in the amount of $1,487.00 at a storefront in San Angelo, TX. The Complainant granted security interest in a 2008 GMC Sierra 1500 with a VIN ending in ******.
The loan was contracted to be paid off over the course of five (5) months with the first fees and interest payment of $316.92 due on March 28, 2025, followed by three (3) monthly fees and interest payments of $268.49 beginning on April 28, 2025, and a final payment of $1,819.52 for the final CSO fee, interest, and principal balance due on July 28, 2025. On February 21, 2025, the Complainant refinanced their existing loan of $1,487.00. The loan was contracted to be repaid in full in the amount of $2,612.50 on March 28, 2025. A review of the payment history on the most recent refinance indicates the loan was paid in full on February 25, 2025.
TitleMax mailed the title to the address on file on March 28, 2025, via United States Postal Service with a Certificate of Mailing; however the Complainant indicated they did not receive it. TitleMax mailed a lien release and the title to the address on file on May 8, 2025, via United States Postal Service with a Certificate of Mailing.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
Consumer Protection
** *** *** ********** ** *****Initial Complaint
Date:05/06/2025
Type: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.
Refuse to change my payment date and order for me to make my payments more successfully they are trying to steal my car because they want me to fail that payments nor can you ever pay down the interest rate. The only way I can move my payment date I was told by an employee named ****** that I would have to pay my interest.
I've paid back this loan plus more and still this loan amount never changes and all I've asked was to move a simple payment date with an absolutely of refusal.
This company is extremely greedy I do not understand why my loan amount is not going down nor why I cannot make a payment date change to be more successful on paying off this low.
This company should be sued
Business Response
Date: 05/09/2025
May 9,2025
Better Business Bureau
**************************************
RE: BBB Complaint ID ********
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ****** ****
(Complainant). TitleMax of Arizona, ***** DBA TitleMax, a member of Community Choice Financial family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states their request to change their payment date was refused. They also claim their loan balance is not going down. They are requesting a billing adjustment.
A review of TitleMax records revealed that on June 21, 2024, the Complainant obtained a loan in the amount of $2,050.00 at a storefront in *******, **. The Complainant granted a security interest in a 2000 ****** Xterra with a VIN ending in ******. The loan was contracted to be repaid in twenty-three (23) monthly payments of $323.84 beginning July 25, 2024, with a final payment of $323.79, due July 25, 2026. On December 19, 2024, the Complainant made a payment of $63.18 and refinanced their existing loan of $1,831.53 borrowing an additional $506.00. The loan was contracted to be repaid in twenty-three (23) monthly payments of $368.06 beginning January 23, 2025, with a final payment of $367.94, due December 23, 2026.
The second and most recent refinance was completed on January 31, 2025, in which the Complainant made a payment of $127.30 and refinanced their existing loan of $2,337.53, borrowing an additional $150.00. The loan was contracted to be repaid in twenty-three (23) monthly payments of $393.01 beginning March 6, 2025, with a final payment of $393.18, due February 6, 2027.
Payment history on the most recent refinance indicates there have been seven (7) payments made on the loan, although the Complainant elected to pay their scheduled payment amounts in partial payments. When the payment was not made on May 6, 2025, the account entered a past due status. As of the date of this response, the Complainants account currently has a past due balance of $393.01 to bring the account current but is subject to change due to interest and/or fees that may be accruing.
At the time of the loan origination and each refinance, the Complainant signed a *************** Vehicle Finance Transaction Contract that clearly disclosed the annual percentage rate, finance charge, amount financed,total of payments and the repayment schedule in accordance with the Federal Truth-in-Lending Act and Regulation Z. It is also important to note that a ******** employee explained the terms and conditions to the Complainant. By signing the contracts, the *********** acknowledged their understanding of the terms and conditions of the loans.
To address the Complainants statement of the balance not decreasing, as outlined in the signed agreement under the section titled Interest;Application of Payments; Prepayment:
Interest will accrue daily on the outstanding principal balance. The interest rate is ********% per year (which is based on a monthly rate of *******%). Interest accrues from the Loan Date until the first to occur of (a) the Loan is paid in full, and (b) the day that is 90 days after the final Payment Due Date. Interest accrues based on the number of days elapsed over a 365-day year. Lender calculates and charges interest, including interest on past due principal, under Arizona Revised Statutes ****** et seq. If any finance charge or other fee is held invalid,the remainder shall remain in effect. Lender applies payments first to unpaid interest, then to fees, and then to unpaid principal. The Payment Schedule and Finance Charge above assume that I pay all installments in full on the Payment Due Dates. I will owe less interest if I pay early or prepay. If I pay late or do not pay in full, I will owe more interest. I may prepay this Loan at any time without penalty. Interest as used in this Contract means the secondary motor vehicle finance rate for purposes of Arizona Revised Statutes ****** et seq.
The loan is a simple interest installment loan designed to be paid off over a specified term period. At the beginning of the loan, interest takes up the majority, if not all, of the payments made. As time progresses,more of each payment is applied to the principal, if paid as scheduled.Interest also accrues on a daily basis on the unpaid principal balance of a loan. If a customer pays late, additional interest accrues, and if a customer pays early, more of the payment applies toward the principal balance.Accordingly, the Customer will achieve principal reduction if their payment is timely and/or large enough to satisfy the accrued interest on the account. The Complainant chose to refinance and borrow additional funds on several occasions,entering into a new contract instead of paying down the balance.
Regarding their request for a due date change,unfortunately, the due date cannot be changed once the loan is finalized.However, should the Complainant be unable to pay on the scheduled due date,TitleMax will accept the Complainant's payment up to nine (9) days late without assessing a late fee. Please note, additional interest may accrue due to this.
TitleMax believes that the conditions of the loan were clearly disclosed and finds no wrongdoing or concern in how the transaction was processed, therefore a billing adjustment will not be provided. ******** ensures that all fees and interest charged are in compliance with all applicable State and Federal laws and regulations. Should the Complainant have any further questions regarding their account we encourage them to contact their local TitleMax at **************.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at ************************************.
Sincerely,
Consumer Protection
PO Box 550
*******************Initial Complaint
Date:05/06/2025
Type: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 paid off my loan. I have a notarized and signed and dated letter stating my lien is released. They will not release t electronically. I am not able to modify my registration or title without that electronic release. No one in the business knows how to do that or how to contact anyone that does.Business Response
Date: 05/12/2025
May 12, 2025
Better Business Bureau
1169 Dublin Road
Columbus, OH 43215
RE: BBB Complaint ID 23294999
BBB Dispute Resolution Team:
Thank you for the opportunity to respond to the complaint filed by ***** ******** (Complainant). Check into Cash of Idaho, LLC., DBA Check Into Cash, a member of Community Choice Financial® family of brands, appreciates the role of the Better Business Bureau in resolving consumer concerns. We are happy to provide this response.
To summarize, the Complainant states they paid off their loan and have a notarized lien release but are not able to modify their registration unless the lien is released electronically.
A review of Check Into Cash records revealed that on January 12, 2022, the Complainant obtained a loan at a storefront in Nampa, ID. The Complainant granted a security interest in a 2015 Chevrolet Impala with a VIN ending in ******. Payment history indicates the Complainant paid off the account in full on February 16, 2022.
To address the Complainant’s request to have the lien released, it appears that a notarized lien release was previously provided to the Complainant. However, we have submitted an electronic lien release as of May 9, 2025.
Should the Complainant have any other questions, we encourage them to contact Check Into Cash directly at ###-###-####.
We hope that we have fully addressed the complaint. Should the Complainant or Better Business Bureau require further explanation, we may be reached at *****************************
Sincerely,
Consumer Protection
** *** *** ********** ** *****
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