We would like to apologize to Ms. [redacted] for the misunderstanding that occurred yesterday. We do strive to ensure that our customers are satisfied. This situation specifically, the vehicle Ms. [redacted] reserved had an outstanding recall and was down waiting on parts and not drivable. Also, we were...
unaware of Ms. [redacted]'s health condition. We tried to resolve the matter amicably by offering her a significant discount on another vehicle, as well as extending that discount for another rental visit. Again we apologize for the inconvenience and hope to see Ms. [redacted] again very soon.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:It was the process in which I was rushed through, I did sign a Carfax which was mixed between a ton of other paperwork, I would think a issue as serious as the vehicle having a prior accident would be something that should be gone over thoroughly, and when I went back to the dealership initially the sales manager was rude and basically told me I was a liar and I was stuck because the deal was done, didn't care at all about my concerns, it took a Revdex.com complaint to get anyone to respond to me and as of a week later there is still no clear resolution from the dealer
Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/01) */
I am responding to case no.[redacted], Lajoyia [redacted]. Our account no. [redacted]
Mr. and Mrs. [redacted] opened their account with Castle Credit in July 2014. It has come to our attention that in March 2015, the dealer facilitated what was...
supposed to be a refinancing of the [redacted]'s loan with Castle Credit. We have confirmed that the new financing company paid the dealer directly for this new loan, and did not remit any funds to Castle. In addition, this was not processed as a refinancing, but a new loan, as the new finance company was not aware of Castle's loan at that time. To date, Castle has not received the payoff funds from the dealer, the customer, or any third party. Since we were never involved in this refinancing, and the [redacted]s executed this new transaction with the dealer directly, Castle is not able to rectify this situation. Since the dealer received the proceeds of the new loan, the [redacted]s must pursue the dealer directly for these funds. The [redacted]s should also inform the new finance company of this loan fraud. Unfortunately, it seems the dealer has not been truthful to the [redacted]s about what has transpired. We are willing to assist the [redacted]s in any way we can. However, it must be understood that these events have not cancelled the original loan Castle made to the [redacted]s, which unfortunately is now past due and must be paid. It is also unfortunate that the [redacted]s filed this complaint against us, as we are indirectly a victim of this fraud as well. Again, the [redacted]s can contact us again, and we can try to help in any way that we can.
As always, please contact me with any additional concerns.
Sincerely,
Dave [redacted]
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dave [redacted] the person that has responded to my account issues was the person that I originally requested to speak with when it was brought to my attention that there was an issue with my account between Castle and the dealer at which point I was notified that he refused to speak with me. There seems to be something that is misaligned somewhere and I requested to speak to Mr. [redacted] prior to submitting this complaint to see if there was anything that I should be questioning the dealer about regarding my account. When the account problems originally occurred I was continuously told that I needed to contact the dealer and I wanted to speak to Mr. [redacted] to see if what the dealer had told me was truthful in regard to my account with Castle since I was informed Dave [redacted] was the dealer contact person. I have had issues with reps telling me things then retracting their statements when I questioned what I was told and when I asked that the recorded call be replayed my request was not honored. Initially, I felt that issue was with the dealer but after my issues with Castle I am not sure where the problem originated from and who is at fault. I think this could be linked to the dealer or Castle and with all the trouble I have been through I have been unable to uncover who as at fault. Although this reply to my original complaint with Revdex.com states they are willing to help it is not 100% truthful. Several of the customer service reps are far from respectful and think they can talk to customers any type of way and expect people to want to continue to do business with them. I have went above and beyond to try to remain calm in my dealings with reps with this company only to be provoked into some type of verbal altercation. Since the issue with the dealer is unresolved and I was told that the dealer funds were used to pay my account but all of a sudden reversed I feel that my account should be placed on hold and not jeopardize my credit until a final decision regarding the issue with the dealer has been made. Especially since Castle Credit informed me that my account was paid off by the dealer. Additionally, reps at Castle have continuously threatened me saying this will ruin your credit but then I was told the company head that pending the circumstances surrounding my account that this will not occur. So on a continuous basis I am told different things by different people with the company and do not believe anything that I am told to be reliable at this point because of all the confusion. The last person that I talked to regarding my account issues and the credit reporting was company President Tara and she assured me that my account wouldn't be reported late and would be rectified/corrected if it had been. However today 7/13/15 I get a voicemail from a rep named Tony that I have had a altercation with by phone saying that if a payment is not received/processed today my account will be behind and my credit will be affected. This is nothing but an ongoing mess and I have tried to say away from turning this over for legal investigation but at this point I feel it is necessary so an attorney can point out who is at fault here.
Final Business Response /* (4000, 9, 2015/07/22) */
I am responding to the rebuttal for case no [redacted], Lajoyia [redacted]. Our account no. [redacted].
The [redacted]s opened their account with Castle Credit in July 2014. In the latter part of April 2015, Ms. [redacted] began calling us regarding the status of her loan. She stated that she had refinanced her loan with another bank and that we would be receiving payment in full for her loan soon. It is not uncommon for customers to refinance a loan, so we continued to tell Ms. [redacted] that the funds were not received.
Finally on June 3rd, Ms. [redacted] called to tell us that the new bank had paid the dealer instead of Castle Credit. Please know that Ms. [redacted] had initiated what she thought was a refinance of her loan with the dealer. We have since discovered that this new loan was processed as brand new and the dealer received payment for this loan back in March 2015. Unfortunately, Ms. [redacted] signed another contract with the dealer for the same equipment enabling the dealer to sell the loan to another bank as brand new and be paid twice for the same equipment.
On Ms. [redacted]'s behalf , I have personally spoken to this dealer on several occasions regarding her funds. He has made many broken promises to forward these funds. Please know that I never refused to speak with Ms. [redacted]. Instead, due to the severity of this fraud, my supervisor, and the President, decided it best to speak with Ms. [redacted] herself.
Castle Credit was glad to help even though we were never involved with the refinancing executed by Ms. [redacted] with the dealer. Besides placing a three way call to the new bank, we have provided Ms. [redacted] with a direct legal contact at the new bank. The new bank sent Ms. [redacted] an Affidavit to sign so that they can investigate the dealer for this fraud. Yesterday, the new bank informed me that they have sent this Affidavit to Ms. [redacted] twice, once a month ago and again last week. As of yesterday, the bank stated that the [redacted]s have not returned the Affidavit. The new bank will not proceed with their fraud investigation without the Affidavit.
Internally, we have assigned the [redacted]s' account to Mr. Lewis, a senior account executive here who has been working directly with Ms. [redacted]. Mr. Lewis will continue to handle the [redacted]s' account. Additionally as a courtesy, we provided to the [redacted]s the phone number and address of the Assistant District Attorney in Greensboro, NC.
I urge the [redacted]s to forward the signed Affidavit to the new bank so that they can move forward with their investigation of this dealer. Additionally, she should pursue the dealer for the funds and report this fraud to the Assistant District Attorney in Greensboro, NC.
Again, we are willing to help in any way possible. It us unfortunate that the [redacted]s filed this complaint against us, as we are, indirectly a victim of the this fraud as well. We apologize for any confusion, but it must be understood that we were uncovering the details of this at the same time as the [redacted]s. We have done our best to assist the [redacted]s get to the bottom of this and are looking forward to having this Revdex.com complaint resolved.
As always, please contact me with any additional concerns.
Sincerely,
Dave [redacted]
Account Resolution Specialist
Final Consumer Response /* (4200, 11, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the original contract and the additional contract mean two loans are active. I have recently mailed the forms back to TimePayment for investigation of a the account and all the corresponding documents and communication that that I had with the dealer via email and via text. One document in particular I received from the dealer was an email stating my account was paid but then I was notified the credit was reversed by Castle Credit. I recently mailed the paperwork back to TimePayment after getting clarification of some information regarding the account. I have since requested the interest rate be lowered which is the only reason I even considered what I thought was going to be a refinance. I think getting a lower interest rate would greatly help me as a customer especially since I am currently making two account payments. Hopefully my request will be considered.
Arlington Toyota regrets the misunderstanding with the wrap around warranty on the certified Toyota. All manufacturer certified warranties go from the original in service date. Arlington Toyota contacted the warranty company and had them agree to assist with the concerned repairs. Arlington Toyota is paying the balance and the customer will not be charged. The repairs exceed the amount of the cost of the warranty. We do apologize for the misunderstanding and made the offer to the customer due to the misunderstanding. [redacted]
Tell us why here... I am responding to case no. [redacted], [redacted] & [redacted]. RE: Our Previous Account No [redacted] The above referenced account was established to enable the [redacted]'s to purchase a water filtration system from [redacted] Water Works of Indianapolis, IN...
(“[redacted] Water”). [redacted] Water is an independent business that uses many different lenders for their customer financing. [redacted] Water is not contractually obligated to finance any of its business through Castle Credit. In this case, [redacted] Water, accepted Castle Credit's offer to purchase the finance contract for the water treatment system purchase. The contract was signed on 09/08/05 and the buyers right to cancel expired on 09/12/05. On 09/16/05, (four days after the buyer's right to cancel had expired) we called to verify the terms and conditions of the loan. This verification call is a required step taken before opening an account. During this Ms. [redacted] stated that she wanted to cancel the sale. Therefore, we contacted [redacted] Water Works and informed them that we would not be financing the sale. On 09/23/05, Ms. [redacted] stated that they had changed their mind and wanted to keep the water system. She stated that she and Mr. [redacted] decided that they could afford the monthly payment. We then proceeded to verify the terms and conditions of the sale. This second verification call was placed 11 days after the buyers right to cancel had expired. Based on this verification call and with the [redacted]'s approval we established the loan and paid [redacted] Water in full for the purchase. Under the terms of the finance contract, the first monthly payment of $129.90 was established for 12/08/05. Between that date and 09/24/09, we received a total of 28 payments. During this time frame 46 monthly payment of $129.90 were due. 25 out of the 28 payments received were for far less than scheduled monthly payment of $129.90. The last payment of $25.00 was received on 09/24/09. Since then we have exhausted every attempt to collect this debt. Our phone messages and billing statements have been ignored. On 10/12/10 we sold the debt to [redacted] Corp. On 10/2/16, we received a call from Mr. [redacted]. This was the first time we have spoken to this customer since 9/12/06 when Ms. [redacted] called requesting we remove the unit and cancel the loan. We advised Mr. [redacted] to call [redacted] and provided him with their contact information. Castle Credit is no longer the holder of this the [redacted]' contract. In closing, it is our hope that Mr & Ms. [redacted] contact [redacted] Corp at [redacted] so that they may help resolve their account balance. Please feel free to contact me directly with any additional questions or concerns. Sincerely, [redacted]Account Resolution Specialist
To: Revdex.com
Our Account Number: [redacted]
On January 31st 2017, Castle Credit Holdings, LLC (“Castle Credit”), purchased the assets of PCS Receivables Corp. (“PCS”) and Prime Acceptance Corp. (“PAC”), including the contract described herein. Customers of PCS and PAC were sent notice of contract...
assignment in February 2017 which included contact and billing information for Castle Credit.
On 03/09/2017, we received a Revdex.com (Revdex.com) complaint from Mr. Roy [redacted] claiming that his debt with Castle Credit is not legitimate and/or outdated. We investigated the documents and history that we have regarding this account and concluded that it is valid.
Mr. and Mrs. [redacted] purchased a Rainbow Cleaning System from Capital City Promotions, LLC (“Capital City”) on 06/23/2015. Capital City is an independent business that uses many different lenders for customer financing.
During a verification call on 07/09/2015 Mrs. [redacted] confirmed the purchase and indicated their understanding of required monthly payments and contract terms. A recording of this verification call has been retained.
Since the beginning of the contract, Mr. and Mrs. [redacted] have failed to make any of the required monthly payments and have repeatedly attempted to avoid making payments as demonstrated in the timeline below.
Castle Credit, PCS and PAC have continuously been responsive to Mr. and Mrs[redacted] concerns, received both directly or indirectly, and we will continue to do so. We understand that falling behind on monthly payments can be overwhelming and are willing to work with Mr. and Mrs. [redacted] to settle their account. We encourage Mar and Mrs. [redacted] to contact us to work out a payment arrangement.
Sequence of events
06/23/15 Assignment of Contract with Capital City Promotions executed
07/09/15 Verified via phone with Mrs. [redacted] at home at 12:20PM
07/14/15 Account entry date with autopay (ACH)
08/01/15 First Due Date – paid via ACH
08/26/15 ACH returned “NSF” (08/18/15)
08/27/15 Phoned customer home - left voicemail message
Phoned cell – not accepting calls
Phoned cell – left voicemail message
08/27/15 Mr. [redacted] called in from home number – indicated he mailed a check
09/01/15 Autopay (ACH)
09/21/15 ACH returned “Payment Stopped” (09/16/15) {Autopay deleted)
10/01/15 Receive a certified letter enclosing an “Affidavit of Non-Response”
10/13/15 Mr. [redacted] requested to speak with CEO who received the “affidavit of non-response”
11/18/15 Received letters “Request for Validation” and “Final Notice” relating to invalid ‘cashier’s check’ – sent formal response with contract, app, & trans
01/31/17 Contract assignment to Castle Credit, notice of contract assignment sent
02/17/17 Received letter “Request for Reinvestigation” relates to “validation” i.e. FDCPA & FCRA. Sent formal response
03/08/17 Cease & Desist letter received. Modified formal response sent
03/10/17 Castle Credit received a CFPB complaint
03/13/17 Received letter noted as “Affidavit” outlining that Castle Credit is a collection agency and demanding damages.
Arlington Toyota purchased the vehicle from [redacted]. The check was delivered to Ms. [redacted]. We apologize for any inconvenience regarding this matter.
[A default letter is provided here which indicates your...
acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Company's response below:From: [redacted]>Date: Wed, Jun 14, 2017 at 3:10 PMSubject: ID# [redacted]To: "[redacted]>[redacted],We will be happy to look at [redacted]’s vehicle and make the proper repair at no charge. We regret her dissatisfaction and...
January 27, 2017 Amanda [redacted], GA 31217Revdex.com ID [redacted]Castle Credit Account # [redacted] The above referenced account was established to enable Amanda [redacted] to purchase a Rainbow e2 Vacuum from an independent dealer, [redacted] LLC. [redacted] LLC is an...
independent business that uses many different lenders for customer financing and is not contractually obligated to finance any of its business through Castle Credit. In this case, [redacted] LLC accepted Castle Credit’s offer to purchase the finance contract for the vacuum in August 2016 and assigned the contract to Castle Credit. On January 12, 2016, Daniel [redacted], Amanda [redacted]’s spouse, called in to pay off the account with his American Express credit card. We regularly accept American Express cards from customers. Throughout the day, we put through the card for the payoff amount three times and all three times it was declined by American Express. We informed Mr. [redacted] that he should call American Express to inquire. We also informed him that his credit card company may be treating this transaction as a cash advance. Mr. [redacted] decided to use a different credit card and that card went through. We always put through credit card transactions in the same way and it is up to the card provider to register the transaction in accordance with their procedures. Whether a card provider registers the transaction as a cash advance is out of the control of Castle Credit and we do not receive additional income from cash advances. We also reached out to our merchant acquirer regarding the cash advance issue. Our merchant acquirer assured us that the way card providers categorize their transactions is not specific to Castle Credit. We are sorry to hear that Ms. [redacted] had a negative customer service experience with Castle Credit. Unfortunately, there is nothing that we could have done differently in this case.
On 3/14/16 we received [redacted]'s credit application for financing consideration. We ran one credit report and declined the offer to finance the sale. Please know that her dealer may have submitted her application to several lenders. However, in researching this claim I did notice several...
inquires from the same company (Credco). Ironically, Credco ran a credit report on the same day we ran our credit report. Please know we have no affiliation with Credco nor would we have any need to run more than one credit report. Please instruct Ms. [redacted] to research these inquires through the credit bureau. We appreciate Ms. [redacted]'s dedication to improving her credit and we are glad to help steer her in the right direction. We look forward to receiving a complaint resolved notification from Ms. [redacted]. As always, please contact me directly with any questions or concerns. Sincerely,Dave [redacted]Account Resolution SpecialistCastle Credit Corporation Dave [redacted] Account Resolution Specialist.
Initial Business Response /* (1000, 5, 2015/07/01) */
I am responding to case no. XXXXXXXX, [redacted]. Our dealer file no. [redacted].
[redacted] is the owner of [redacted] Castle Credit has provided financing for many of [redacted] customers seeking to...
purchase water treatment systems and paid [redacted] in full for these contracts.
We have recently confirmed that Mr. [redacted] has double-sold at least four of our customers to another bank. These customers believed that Mr. [redacted] was refinancing their contracts at a lower rate and payment. Instead, he processed the loans as brand new and received payment directly from the new bank instead of remitting the proceeds to us for payoff.
We have rightfully frozen [redacted] dealer account while this matter is investigated by Castle Credit and its legal counsel. In retaliation, Mr. [redacted] threatened to have all his customers file Revdex.com complaints against CCC in hopes we would remove the hold. Unfortunately, he has not been truthful to our customers which has caused confusion. Mr. [redacted]'s was not only paid twice for the same sales, he has jeopardized the credit rating of these customers.
Castle Credit is committed to working with our customers to assist them in resolving this matter. We take this matter very seriously and have reached out to all of our customers to alert them of such potential fraud.
As always, please contact me with any additional concerns.
Sincerely,
[redacted]
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am responding to [redacted] response to my initial complaint.
The reason that's castle credit has these customers is because they are our customers we sent to them for financing. Mr [redacted] remarks that we have double sold four of these customers is completely false and liable
/slanderous. Castle credit has no right to freeze our account and mr [redacted] statement that I was retailing by treating to have all of our customers is completely false. If a customer chose to file a complaint it was because of how to they were treated by castle credit corp. I never threatened to have any customers file complaints against castle credit as a matter of fact castle took some of my funds to pay off a customers accounts because her money order was lost/stolen. Even after we agreed end to that they still refused to release the balance of our funds to which they have no right to do.
No I do not accept this response to my complaint.
Castle credit is the company that has jeprodized their credit ratings. I take these false allegations very seriously and have notified all of our customers of such doing. I think we can just look at the history of Castle credits Revdex.com complaints[redacted] where they have been accused of fraud unfair business practices and many pending law suits against them as well as failing to report many customers payments on time.
Initial Business Response /* (1000, 5, 2015/05/27) */
5/27/2015
I am responding to case no. # XXXXXXXX, [redacted] - Our Account no. XXXXXX
The six months same as cash promotion is clearly stated on [redacted] contract. We post interest monthly so that our customers are aware of the...
exact dollar amount of interest added should they not pay the account off within the allotted time frame.
A check for the final payment was received on 5/11/15. We adjusted the interest and closed the account after the final payment cleared the bank. In this interim period [redacted] received a statement showing that interest had been added. Please know that this account has been paid in full and all interest was reversed. We apologize for any misunderstanding and appreciate Ms. Mc Manus for her dedication to her loan obligation.
It is our hope that this response will resolve this complaint.
As always, please contact me directly with any additional questions or concerns.
Sincerely,
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. [redacted],We regret Mr. [redacted]'s dissatisfaction regarding his experience at Arlington Toyota. Mr. [redacted] brought his 2014 Tundra to Arlington Toyota on April 4, 2016. The customer presented a print out from R.P.M., an independent repair facility, stating R.P.M. diagnosed the truck as...
needing a fuel injector replacement and a knock sensor code was present. The customer did not request a diagnosis from Arlington Toyota, only authorization to replace the fuel injector. The repair was $436.15The service advisor did present a quote for the knock sensor replacement, our technician did verify the sensor code was present. The customer declined the repair. While the technician was replacing the fuel injector he noticed two small wires leading to the fuel pump were damaged. The technician repaired the damaged wires in an acceptable manner with no additional charge to the customer. The fuel injector was properly installed and working as designed. Based on my investigation I don't see why the customer is expecting a refund.[redacted] General Manager
Tell us why here... The names and phone numbers listed in the complaint are not associated with Castle Credit. This account had been charged off due to lack of payment. Castle Credit has no legal right to take this customer's home nor would we threaten to do so. However, by signing the contract...
this customer has given us a security interest in the product financed. We have opted to perfect our interest by filing a UCC-1 Financing Statement in the county records. The UCC-1 is standard in the home improvement industry and poses no problem whatsoever unless the intention is to sell the home without honoring the loan that improved the property. I am glad to say that our Customer Service Manager, Lisa has been able to work out arrangements with this customer. Please know we are always glad to help our customers. We are confident that this customer will respond that his complaint has been completely resolved As always, please contact me directly with any additional concerns. Sincerely, Dave [redacted]Account Resolution Specialist
We are currently investigating as to whether or not there is a plausible remedy for this customers issue. We will follow up when a fair decision has been reached. Thank You for your patience regarding this matter.
Hi I would like to begin making payments like the sales man told me we would 100 dollars. Month, please send me a bill for 100 dollars a month the person who cAlled me being a complete Jack off, said their were no more options but to pay in full or pay off the 7500 in one year. That is not gonna happen, and I don't talk to you cause you have people call and haras me and that's not ok, so I will not talk to you. Send me a bill for one hundred dollars a month beginning July 1st and I'll start making payments every month that is the only way this works.. thank you Mark
letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I talked to [redacted] at the collision center, set an apt.for October 5th at 3:30 pm...thank you for resolving this
I apologize in the delay to respond to the complaint. We have contacted the customer to solve the problem on the misunderstanding. We will cover the concern on a one time goodwill repair and explain the coverage of the certified wrap around warranty.[redacted]
On April 14, 2018 a complaint was filed with the Revdex.com by [redacted], pertaining to account #[redacted]. On September 22, 2017, [redacted] purchased a water treatment system from [redacted], Inc. (hereinafter referred to [redacted]). [redacted] is an independent...
business that uses many different lenders for customer financing and is not contractually obligated to finance any of its business through any particular finance company. In this case, [redacted] accepted Castle Credit Co Holdings, LLC's (hereinafter referred to as Castle Credit) offer to purchase the contract and assigned the contract to Castle Credit. Since October of 2017, all monthly payments have been remitted in a timely fashion. In error, a late fee posted to the account in April of 2018. I received a telephone call from Mr. [redacted] regarding this issue and the error has been corrected. The late fee has been removed and the account restored to current status. We appreciate that Mr. [redacted] brought the error to our attention. We value him as a customer.
We would like to apologize to Ms. [redacted] for the misunderstanding that occurred yesterday. We do strive to ensure that our customers are satisfied. This situation specifically, the vehicle Ms. [redacted] reserved had an outstanding recall and was down waiting on parts and not drivable. Also, we were...
unaware of Ms. [redacted]'s health condition. We tried to resolve the matter amicably by offering her a significant discount on another vehicle, as well as extending that discount for another rental visit. Again we apologize for the inconvenience and hope to see Ms. [redacted] again very soon.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:It was the process in which I was rushed through, I did sign a Carfax which was mixed between a ton of other paperwork, I would think a issue as serious as the vehicle having a prior accident would be something that should be gone over thoroughly, and when I went back to the dealership initially the sales manager was rude and basically told me I was a liar and I was stuck because the deal was done, didn't care at all about my concerns, it took a Revdex.com complaint to get anyone to respond to me and as of a week later there is still no clear resolution from the dealer
Regards,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/01) */
I am responding to case no.[redacted], Lajoyia [redacted]. Our account no. [redacted]
Mr. and Mrs. [redacted] opened their account with Castle Credit in July 2014. It has come to our attention that in March 2015, the dealer facilitated what was...
supposed to be a refinancing of the [redacted]'s loan with Castle Credit. We have confirmed that the new financing company paid the dealer directly for this new loan, and did not remit any funds to Castle. In addition, this was not processed as a refinancing, but a new loan, as the new finance company was not aware of Castle's loan at that time. To date, Castle has not received the payoff funds from the dealer, the customer, or any third party. Since we were never involved in this refinancing, and the [redacted]s executed this new transaction with the dealer directly, Castle is not able to rectify this situation. Since the dealer received the proceeds of the new loan, the [redacted]s must pursue the dealer directly for these funds. The [redacted]s should also inform the new finance company of this loan fraud. Unfortunately, it seems the dealer has not been truthful to the [redacted]s about what has transpired. We are willing to assist the [redacted]s in any way we can. However, it must be understood that these events have not cancelled the original loan Castle made to the [redacted]s, which unfortunately is now past due and must be paid. It is also unfortunate that the [redacted]s filed this complaint against us, as we are indirectly a victim of this fraud as well. Again, the [redacted]s can contact us again, and we can try to help in any way that we can.
As always, please contact me with any additional concerns.
Sincerely,
Dave [redacted]
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dave [redacted] the person that has responded to my account issues was the person that I originally requested to speak with when it was brought to my attention that there was an issue with my account between Castle and the dealer at which point I was notified that he refused to speak with me. There seems to be something that is misaligned somewhere and I requested to speak to Mr. [redacted] prior to submitting this complaint to see if there was anything that I should be questioning the dealer about regarding my account. When the account problems originally occurred I was continuously told that I needed to contact the dealer and I wanted to speak to Mr. [redacted] to see if what the dealer had told me was truthful in regard to my account with Castle since I was informed Dave [redacted] was the dealer contact person. I have had issues with reps telling me things then retracting their statements when I questioned what I was told and when I asked that the recorded call be replayed my request was not honored. Initially, I felt that issue was with the dealer but after my issues with Castle I am not sure where the problem originated from and who is at fault. I think this could be linked to the dealer or Castle and with all the trouble I have been through I have been unable to uncover who as at fault. Although this reply to my original complaint with Revdex.com states they are willing to help it is not 100% truthful. Several of the customer service reps are far from respectful and think they can talk to customers any type of way and expect people to want to continue to do business with them. I have went above and beyond to try to remain calm in my dealings with reps with this company only to be provoked into some type of verbal altercation. Since the issue with the dealer is unresolved and I was told that the dealer funds were used to pay my account but all of a sudden reversed I feel that my account should be placed on hold and not jeopardize my credit until a final decision regarding the issue with the dealer has been made. Especially since Castle Credit informed me that my account was paid off by the dealer. Additionally, reps at Castle have continuously threatened me saying this will ruin your credit but then I was told the company head that pending the circumstances surrounding my account that this will not occur. So on a continuous basis I am told different things by different people with the company and do not believe anything that I am told to be reliable at this point because of all the confusion. The last person that I talked to regarding my account issues and the credit reporting was company President Tara and she assured me that my account wouldn't be reported late and would be rectified/corrected if it had been. However today 7/13/15 I get a voicemail from a rep named Tony that I have had a altercation with by phone saying that if a payment is not received/processed today my account will be behind and my credit will be affected. This is nothing but an ongoing mess and I have tried to say away from turning this over for legal investigation but at this point I feel it is necessary so an attorney can point out who is at fault here.
Final Business Response /* (4000, 9, 2015/07/22) */
I am responding to the rebuttal for case no [redacted], Lajoyia [redacted]. Our account no. [redacted].
The [redacted]s opened their account with Castle Credit in July 2014. In the latter part of April 2015, Ms. [redacted] began calling us regarding the status of her loan. She stated that she had refinanced her loan with another bank and that we would be receiving payment in full for her loan soon. It is not uncommon for customers to refinance a loan, so we continued to tell Ms. [redacted] that the funds were not received.
Finally on June 3rd, Ms. [redacted] called to tell us that the new bank had paid the dealer instead of Castle Credit. Please know that Ms. [redacted] had initiated what she thought was a refinance of her loan with the dealer. We have since discovered that this new loan was processed as brand new and the dealer received payment for this loan back in March 2015. Unfortunately, Ms. [redacted] signed another contract with the dealer for the same equipment enabling the dealer to sell the loan to another bank as brand new and be paid twice for the same equipment.
On Ms. [redacted]'s behalf , I have personally spoken to this dealer on several occasions regarding her funds. He has made many broken promises to forward these funds. Please know that I never refused to speak with Ms. [redacted]. Instead, due to the severity of this fraud, my supervisor, and the President, decided it best to speak with Ms. [redacted] herself.
Castle Credit was glad to help even though we were never involved with the refinancing executed by Ms. [redacted] with the dealer. Besides placing a three way call to the new bank, we have provided Ms. [redacted] with a direct legal contact at the new bank. The new bank sent Ms. [redacted] an Affidavit to sign so that they can investigate the dealer for this fraud. Yesterday, the new bank informed me that they have sent this Affidavit to Ms. [redacted] twice, once a month ago and again last week. As of yesterday, the bank stated that the [redacted]s have not returned the Affidavit. The new bank will not proceed with their fraud investigation without the Affidavit.
Internally, we have assigned the [redacted]s' account to Mr. Lewis, a senior account executive here who has been working directly with Ms. [redacted]. Mr. Lewis will continue to handle the [redacted]s' account. Additionally as a courtesy, we provided to the [redacted]s the phone number and address of the Assistant District Attorney in Greensboro, NC.
I urge the [redacted]s to forward the signed Affidavit to the new bank so that they can move forward with their investigation of this dealer. Additionally, she should pursue the dealer for the funds and report this fraud to the Assistant District Attorney in Greensboro, NC.
Again, we are willing to help in any way possible. It us unfortunate that the [redacted]s filed this complaint against us, as we are, indirectly a victim of the this fraud as well. We apologize for any confusion, but it must be understood that we were uncovering the details of this at the same time as the [redacted]s. We have done our best to assist the [redacted]s get to the bottom of this and are looking forward to having this Revdex.com complaint resolved.
As always, please contact me with any additional concerns.
Sincerely,
Dave [redacted]
Account Resolution Specialist
Final Consumer Response /* (4200, 11, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand the original contract and the additional contract mean two loans are active. I have recently mailed the forms back to TimePayment for investigation of a the account and all the corresponding documents and communication that that I had with the dealer via email and via text. One document in particular I received from the dealer was an email stating my account was paid but then I was notified the credit was reversed by Castle Credit. I recently mailed the paperwork back to TimePayment after getting clarification of some information regarding the account. I have since requested the interest rate be lowered which is the only reason I even considered what I thought was going to be a refinance. I think getting a lower interest rate would greatly help me as a customer especially since I am currently making two account payments. Hopefully my request will be considered.
Arlington Toyota regrets the misunderstanding with the wrap around warranty on the certified Toyota. All manufacturer certified warranties go from the original in service date. Arlington Toyota contacted the warranty company and had them agree to assist with the concerned repairs. Arlington Toyota is paying the balance and the customer will not be charged. The repairs exceed the amount of the cost of the warranty. We do apologize for the misunderstanding and made the offer to the customer due to the misunderstanding. [redacted]
Tell us why here... I am responding to case no. [redacted], [redacted] & [redacted]. RE: Our Previous Account No [redacted] The above referenced account was established to enable the [redacted]'s to purchase a water filtration system from [redacted] Water Works of Indianapolis, IN...
(“[redacted] Water”). [redacted] Water is an independent business that uses many different lenders for their customer financing. [redacted] Water is not contractually obligated to finance any of its business through Castle Credit. In this case, [redacted] Water, accepted Castle Credit's offer to purchase the finance contract for the water treatment system purchase. The contract was signed on 09/08/05 and the buyers right to cancel expired on 09/12/05. On 09/16/05, (four days after the buyer's right to cancel had expired) we called to verify the terms and conditions of the loan. This verification call is a required step taken before opening an account. During this Ms. [redacted] stated that she wanted to cancel the sale. Therefore, we contacted [redacted] Water Works and informed them that we would not be financing the sale. On 09/23/05, Ms. [redacted] stated that they had changed their mind and wanted to keep the water system. She stated that she and Mr. [redacted] decided that they could afford the monthly payment. We then proceeded to verify the terms and conditions of the sale. This second verification call was placed 11 days after the buyers right to cancel had expired. Based on this verification call and with the [redacted]'s approval we established the loan and paid [redacted] Water in full for the purchase. Under the terms of the finance contract, the first monthly payment of $129.90 was established for 12/08/05. Between that date and 09/24/09, we received a total of 28 payments. During this time frame 46 monthly payment of $129.90 were due. 25 out of the 28 payments received were for far less than scheduled monthly payment of $129.90. The last payment of $25.00 was received on 09/24/09. Since then we have exhausted every attempt to collect this debt. Our phone messages and billing statements have been ignored. On 10/12/10 we sold the debt to [redacted] Corp. On 10/2/16, we received a call from Mr. [redacted]. This was the first time we have spoken to this customer since 9/12/06 when Ms. [redacted] called requesting we remove the unit and cancel the loan. We advised Mr. [redacted] to call [redacted] and provided him with their contact information. Castle Credit is no longer the holder of this the [redacted]' contract. In closing, it is our hope that Mr & Ms. [redacted] contact [redacted] Corp at [redacted] so that they may help resolve their account balance. Please feel free to contact me directly with any additional questions or concerns. Sincerely, [redacted]Account Resolution Specialist
To: Revdex.com
Our Account Number: [redacted]
On January 31st 2017, Castle Credit Holdings, LLC (“Castle Credit”), purchased the assets of PCS Receivables Corp. (“PCS”) and Prime Acceptance Corp. (“PAC”), including the contract described herein. Customers of PCS and PAC were sent notice of contract...
assignment in February 2017 which included contact and billing information for Castle Credit.
On 03/09/2017, we received a Revdex.com (Revdex.com) complaint from Mr. Roy [redacted] claiming that his debt with Castle Credit is not legitimate and/or outdated. We investigated the documents and history that we have regarding this account and concluded that it is valid.
Mr. and Mrs. [redacted] purchased a Rainbow Cleaning System from Capital City Promotions, LLC (“Capital City”) on 06/23/2015. Capital City is an independent business that uses many different lenders for customer financing.
During a verification call on 07/09/2015 Mrs. [redacted] confirmed the purchase and indicated their understanding of required monthly payments and contract terms. A recording of this verification call has been retained.
Since the beginning of the contract, Mr. and Mrs. [redacted] have failed to make any of the required monthly payments and have repeatedly attempted to avoid making payments as demonstrated in the timeline below.
Castle Credit, PCS and PAC have continuously been responsive to Mr. and Mrs[redacted] concerns, received both directly or indirectly, and we will continue to do so. We understand that falling behind on monthly payments can be overwhelming and are willing to work with Mr. and Mrs. [redacted] to settle their account. We encourage Mar and Mrs. [redacted] to contact us to work out a payment arrangement.
Sequence of events
06/23/15 Assignment of Contract with Capital City Promotions executed
07/09/15 Verified via phone with Mrs. [redacted] at home at 12:20PM
07/14/15 Account entry date with autopay (ACH)
08/01/15 First Due Date – paid via ACH
08/26/15 ACH returned “NSF” (08/18/15)
08/27/15 Phoned customer home - left voicemail message
Phoned cell – not accepting calls
Phoned cell – left voicemail message
08/27/15 Mr. [redacted] called in from home number – indicated he mailed a check
09/01/15 Autopay (ACH)
09/21/15 ACH returned “Payment Stopped” (09/16/15) {Autopay deleted)
10/01/15 Receive a certified letter enclosing an “Affidavit of Non-Response”
10/13/15 Mr. [redacted] requested to speak with CEO who received the “affidavit of non-response”
11/18/15 Received letters “Request for Validation” and “Final Notice” relating to invalid ‘cashier’s check’ – sent formal response with contract, app, & trans
01/31/17 Contract assignment to Castle Credit, notice of contract assignment sent
02/17/17 Received letter “Request for Reinvestigation” relates to “validation” i.e. FDCPA & FCRA. Sent formal response
03/08/17 Cease & Desist letter received. Modified formal response sent
03/10/17 Castle Credit received a CFPB complaint
03/13/17 Received letter noted as “Affidavit” outlining that Castle Credit is a collection agency and demanding damages.
Arlington Toyota purchased the vehicle from [redacted]. The check was delivered to Ms. [redacted]. We apologize for any inconvenience regarding this matter.
[A default letter is provided here which indicates your...
acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Company's response below:From: [redacted]>Date: Wed, Jun 14, 2017 at 3:10 PMSubject: ID# [redacted]To: "[redacted]>[redacted],We will be happy to look at [redacted]’s vehicle and make the proper repair at no charge. We regret her dissatisfaction and...
would prefer to remedy the situation.[redacted]
January 27, 2017 Amanda [redacted], GA 31217Revdex.com ID [redacted]Castle Credit Account # [redacted] The above referenced account was established to enable Amanda [redacted] to purchase a Rainbow e2 Vacuum from an independent dealer, [redacted] LLC. [redacted] LLC is an...
independent business that uses many different lenders for customer financing and is not contractually obligated to finance any of its business through Castle Credit. In this case, [redacted] LLC accepted Castle Credit’s offer to purchase the finance contract for the vacuum in August 2016 and assigned the contract to Castle Credit. On January 12, 2016, Daniel [redacted], Amanda [redacted]’s spouse, called in to pay off the account with his American Express credit card. We regularly accept American Express cards from customers. Throughout the day, we put through the card for the payoff amount three times and all three times it was declined by American Express. We informed Mr. [redacted] that he should call American Express to inquire. We also informed him that his credit card company may be treating this transaction as a cash advance. Mr. [redacted] decided to use a different credit card and that card went through. We always put through credit card transactions in the same way and it is up to the card provider to register the transaction in accordance with their procedures. Whether a card provider registers the transaction as a cash advance is out of the control of Castle Credit and we do not receive additional income from cash advances. We also reached out to our merchant acquirer regarding the cash advance issue. Our merchant acquirer assured us that the way card providers categorize their transactions is not specific to Castle Credit. We are sorry to hear that Ms. [redacted] had a negative customer service experience with Castle Credit. Unfortunately, there is nothing that we could have done differently in this case.
On 3/14/16 we received [redacted]'s credit application for financing consideration. We ran one credit report and declined the offer to finance the sale. Please know that her dealer may have submitted her application to several lenders. However, in researching this claim I did notice several...
inquires from the same company (Credco). Ironically, Credco ran a credit report on the same day we ran our credit report. Please know we have no affiliation with Credco nor would we have any need to run more than one credit report. Please instruct Ms. [redacted] to research these inquires through the credit bureau. We appreciate Ms. [redacted]'s dedication to improving her credit and we are glad to help steer her in the right direction. We look forward to receiving a complaint resolved notification from Ms. [redacted]. As always, please contact me directly with any questions or concerns. Sincerely,Dave [redacted]Account Resolution SpecialistCastle Credit Corporation Dave [redacted] Account Resolution Specialist.
Initial Business Response /* (1000, 5, 2015/07/01) */
I am responding to case no. XXXXXXXX, [redacted]. Our dealer file no. [redacted].
[redacted] is the owner of [redacted] Castle Credit has provided financing for many of [redacted] customers seeking to...
purchase water treatment systems and paid [redacted] in full for these contracts.
We have recently confirmed that Mr. [redacted] has double-sold at least four of our customers to another bank. These customers believed that Mr. [redacted] was refinancing their contracts at a lower rate and payment. Instead, he processed the loans as brand new and received payment directly from the new bank instead of remitting the proceeds to us for payoff.
We have rightfully frozen [redacted] dealer account while this matter is investigated by Castle Credit and its legal counsel. In retaliation, Mr. [redacted] threatened to have all his customers file Revdex.com complaints against CCC in hopes we would remove the hold. Unfortunately, he has not been truthful to our customers which has caused confusion. Mr. [redacted]'s was not only paid twice for the same sales, he has jeopardized the credit rating of these customers.
Castle Credit is committed to working with our customers to assist them in resolving this matter. We take this matter very seriously and have reached out to all of our customers to alert them of such potential fraud.
As always, please contact me with any additional concerns.
Sincerely,
[redacted]
Account Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am responding to [redacted] response to my initial complaint.
The reason that's castle credit has these customers is because they are our customers we sent to them for financing. Mr [redacted] remarks that we have double sold four of these customers is completely false and liable
/slanderous. Castle credit has no right to freeze our account and mr [redacted] statement that I was retailing by treating to have all of our customers is completely false. If a customer chose to file a complaint it was because of how to they were treated by castle credit corp. I never threatened to have any customers file complaints against castle credit as a matter of fact castle took some of my funds to pay off a customers accounts because her money order was lost/stolen. Even after we agreed end to that they still refused to release the balance of our funds to which they have no right to do.
No I do not accept this response to my complaint.
Castle credit is the company that has jeprodized their credit ratings. I take these false allegations very seriously and have notified all of our customers of such doing. I think we can just look at the history of Castle credits Revdex.com complaints[redacted] where they have been accused of fraud unfair business practices and many pending law suits against them as well as failing to report many customers payments on time.
Initial Business Response /* (1000, 5, 2015/05/27) */
5/27/2015
I am responding to case no. # XXXXXXXX, [redacted] - Our Account no. XXXXXX
The six months same as cash promotion is clearly stated on [redacted] contract. We post interest monthly so that our customers are aware of the...
exact dollar amount of interest added should they not pay the account off within the allotted time frame.
A check for the final payment was received on 5/11/15. We adjusted the interest and closed the account after the final payment cleared the bank. In this interim period [redacted] received a statement showing that interest had been added. Please know that this account has been paid in full and all interest was reversed. We apologize for any misunderstanding and appreciate Ms. Mc Manus for her dedication to her loan obligation.
It is our hope that this response will resolve this complaint.
As always, please contact me directly with any additional questions or concerns.
Sincerely,
[redacted]
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Mr. [redacted],We regret Mr. [redacted]'s dissatisfaction regarding his experience at Arlington Toyota. Mr. [redacted] brought his 2014 Tundra to Arlington Toyota on April 4, 2016. The customer presented a print out from R.P.M., an independent repair facility, stating R.P.M. diagnosed the truck as...
needing a fuel injector replacement and a knock sensor code was present. The customer did not request a diagnosis from Arlington Toyota, only authorization to replace the fuel injector. The repair was $436.15The service advisor did present a quote for the knock sensor replacement, our technician did verify the sensor code was present. The customer declined the repair. While the technician was replacing the fuel injector he noticed two small wires leading to the fuel pump were damaged. The technician repaired the damaged wires in an acceptable manner with no additional charge to the customer. The fuel injector was properly installed and working as designed. Based on my investigation I don't see why the customer is expecting a refund.[redacted] General Manager
Tell us why here... The names and phone numbers listed in the complaint are not associated with Castle Credit. This account had been charged off due to lack of payment. Castle Credit has no legal right to take this customer's home nor would we threaten to do so. However, by signing the contract...
this customer has given us a security interest in the product financed. We have opted to perfect our interest by filing a UCC-1 Financing Statement in the county records. The UCC-1 is standard in the home improvement industry and poses no problem whatsoever unless the intention is to sell the home without honoring the loan that improved the property. I am glad to say that our Customer Service Manager, Lisa has been able to work out arrangements with this customer. Please know we are always glad to help our customers. We are confident that this customer will respond that his complaint has been completely resolved As always, please contact me directly with any additional concerns. Sincerely, Dave [redacted]Account Resolution Specialist
We are currently investigating as to whether or not there is a plausible remedy for this customers issue. We will follow up when a fair decision has been reached. Thank You for your patience regarding this matter.
Hi I would like to begin making payments like the sales man told me we would 100 dollars. Month, please send me a bill for 100 dollars a month the person who cAlled me being a complete Jack off, said their were no more options but to pay in full or pay off the 7500 in one year. That is not gonna happen, and I don't talk to you cause you have people call and haras me and that's not ok, so I will not talk to you. Send me a bill for one hundred dollars a month beginning July 1st and I'll start making payments every month that is the only way this works.. thank you Mark
[A default...
letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I talked to [redacted] at the collision center, set an apt.for October 5th at 3:30 pm...thank you for resolving this
I apologize in the delay to respond to the complaint. We have contacted the customer to solve the problem on the misunderstanding. We will cover the concern on a one time goodwill repair and explain the coverage of the certified wrap around warranty.[redacted]
On April 14, 2018 a complaint was filed with the Revdex.com by [redacted], pertaining to account #[redacted]. On September 22, 2017, [redacted] purchased a water treatment system from [redacted], Inc. (hereinafter referred to [redacted]). [redacted] is an independent...
business that uses many different lenders for customer financing and is not contractually obligated to finance any of its business through any particular finance company. In this case, [redacted] accepted Castle Credit Co Holdings, LLC's (hereinafter referred to as Castle Credit) offer to purchase the contract and assigned the contract to Castle Credit. Since October of 2017, all monthly payments have been remitted in a timely fashion. In error, a late fee posted to the account in April of 2018. I received a telephone call from Mr. [redacted] regarding this issue and the error has been corrected. The late fee has been removed and the account restored to current status. We appreciate that Mr. [redacted] brought the error to our attention. We value him as a customer.