ComplaintsforMAS Financial

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  having issues trying to get any sort of documentation on a vehicle that I paid for. every time I call "anyone" who can help me they are either always on the phone or on their lunch break. I paid for my vehicle already and they still have a lien on it. and no one seems to help me or no one that can. I all I want is my title. Why is this so hard. it was easy for them to take my money but hard to get any documents from them. Any type of assistance is greatly appreciated.

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was offered 2 months deferment then when I called to do this was denied it. Now I am asking for a payoff amount vis email and was told I needed to call so I did and he is refusing to give me a payoff amount.

  Business response

  11/14/2022

  The pay-off is $3,770.83 this pay-off is good until 11/24/22.

  Customer response

  11/14/2022

  I am requesting a print out of this to be emailed or mailed to me. 

  Business response

  11/15/2022

  We will email the customer a copy of a detailed payment history along with the pay-off quote. We have no problem working with ***************** but the issue is that she is refusing to continue making payments. She has not made a payment since July 26, 2022. We have no issue giving her a deferment but she would need to 1st pay $821.58 this would take care of ******* September and October payment and we can assist her with a 2 month deferment to get her current. 

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had an auto loan with Mas Financial since 2021, Id say for the most part I have dealt with several people from this company that were kind. Mas Financial is very understanding when having issues they will do there best on working with your situation at the time. The purpose for the review is that not all of them show good customer service skills when conducting business particularly "*************************"! She is very rude and represents the company poorly. I understand that at the end of the day that we as customers are responsible for having timely payments made on there due date. When I was speaking to her she showed nothing but sarcasm. I was explaining to her the situation I had and she told me Good Job Miss ******** You do this every month good job on that she spoke to me Like I was her child. Her overall attitude towards customers is terrible. My issue did get handled after speaking to a very nice gentleman who did ensure me he would address my concern overall the company is a really good company it all boils don't to the customer service of some of the reps .

  Business response

  10/13/2022

  This complaint was addressed with the representative. Thank you. 

  Customer response

  10/13/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today 7/5/2022 this "business" sent me a text message threatening to repo my car I called the number that they provided in the text multiple times over the span of 6+ hours and they refused to take any of my calls when they finally decided to answer me they just told me to "ignore that message". They were clearly trying to scam me out of money trying to make me pay more but when I told them I have my receipts from my payments they just said to ignore the message, this is completely unprofessional and illegal since they are trying to steal money from me

  Business response

  07/11/2022

  ************ did receive a text message in error on 7/5/22 like he specified in this complaint. When he called we explained to him to ignore the message and that it was sent in error and we apologized.  He also should have received another message apologizing for the 1st message and also explaining to him that it was sent in error. We all make mistakes and we owned up to it by notifying all our customers that where effected but I don't understand how we are trying to steal money from him. When he called we explained the error and he was never asked for any kind of money he was told to ignore the message. 

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have an auto loan with mas financial since June of 2021 in December I started to fall behind due to my husband and I have horrible bouts of covid I was given a deferment in January but its taken a long time to get caught up because my husband didnt go back to work at film capacity, however, we have never been reported late to the credit bureaus and I have never missed a payment. I could not make a payment this month and it would be put me 40 days past due. I immediately got threatened with repossession. My payment is due today on the 24th and today would be the 30th day and I got an email from **** telling me I have today to make the payment or else he is going to approve me for repo when I called I was placed on hold and no one came back. Im surprised they threaten to repo when you are not even a 30 days late yet. They do not work with you. I was told that I need to prioritize my car payment over my health. They use scare tactics fortunately I do not scare easily. Needless to say I made the payment today but Im still threatened with a repo.

  Business response

  06/25/2022

  ***************** was past due for her May payment. We made several attempts to contact her she finally called in and made two arrangements which she did not keep. On June 23rd we where able to get ahold of her and told us she could not make a payment until the month of July, we explained to her that we could not allow the account to go over 2 payments past due she still had time to try and come up with a payment and her response was if you cannot wait then come and pick up the vehicle. The account was escalated to management and the email was sent to her to avoid a repossession. When she got the email she some how came up with the payment we were asking her to make. She called in today and made another arrangement to pay on July 8th. As long as customer keeps her arrangements and stays in contact we will work with her. 

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car in 2021 and was financed through MAS finical I paid off my loan early on January 2022 I called mas to get my title I was told in February the dmv would send it to me I waited till the end of march and went into the dmv office and was told they never released the title I called mas and was told they did send it I argued with them for almost 2 weeks even left voice mails with supervisors and never received calls back at the end of march I spoke with mas again and was told they will resend it to the dmv to be released it was resent on April 1 I called the dmv on April 22 and still no release from mas dmv stated it takes 24 hrs to get the release as its done electronic mas says there nothing they can do so they scammed out the ****** I paid for this car I cant get a title for it or sale it or anything

  Business response

  04/29/2022

  This is a response that I had our title clerk type up to explain what transpired in releasing the electronic title.

   

  On 3/2522 I was informed the customer did not receive their title I logged in and checked dealer track since we have an electronic title, there was an error message I4. I emailed ******************** regarding the I4 error code, see email attached/below,
  
  VIN and License Plate Number - *****************
  Lienholder Name and *** ID# - ********************** ********* let # AQD
  Date of Request 2/11/22
  Include transaction type requested Release to Registered Owner (RO)
  Provide the error code and description An error response was received from the state. The response message was 'I4'.
  Include Service Provider DealerTrack collateral management
  
  On 3/28/22 I received a response from ******************** regarding the I4 error code, see email attached/below
  
  A transaction has recently processed and needs to clear. You can resubmit your request via the *** System after five (5) business days have passed.
  
  I updated notes on the account I will re-release title on 4/1/22.
  
  I believed I had re-released title via dealer on 4/1/22,  after reviewing with ***** on Friday 4/22/22 we found a mistake and re-released via dealertrack system.
  
  A lien satisfied was processed and notarized and will be mailed out to the registered owner today 4/25/22.
  
  The notes to all this activity are in the account as they occurred. 

   

  Attached is the correspondence between the title clerk and DMV showing that we did not hold the title intentionally. There was an error that occurred when we release it electronically.  We have sent the customer a notarized lien release and have also release the title for the 3rd time and made sure that here were no errors.  

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is an auto financial company that is very discriminating they threaten people with repos even when they are making payments they dont give people time they are rude and insulting so many people have filed a complaint against them but the business is still standing nothing has been done they lie about giving tiles during Covid they havent offered any help to the customers affected they only issue threats and false accusations towards their customers

  Business response

  03/28/2022

  *************** claims that we are discriminating but does not give any examples as to why she feels this way so I would like her to explain why she feels this way. A threat to repossess a vehicle is only when we do not follow through so this is not the case. The customer claims she is making payments but this is absolutely false she has not made a payment for the last four months. We have offered her assistance and payment arrangements but she does not keep any arrangements. Her last payment to us bounced. She sent us a screen shot of her checking account balance showing she has the money to cover the past due balance made a payment arrangement to pay this past Friday but never paid then made another payment arrangement to pay this past Saturday and never paid. We are still trying to work with her.  

  Customer response

  03/30/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Complaint Transfer for Complaint Number:16885224 Reference Complaint #******** *********** refuses to update the credit agencies the car is paid off. We were late with the final payments due to a disgruntled agent with ******************* regards to complaint #********. She drug out the resolution and has now preceded to drag our credit thru the dirt as well after paying on time for over 2 years. We had payment arrangements and nothing negative was given to the credit agencies until March. The car is now paid off and MAS financial refuses to report to the credit agencies. I understand this matter was resolved in your system however, we are still reaping the consequences for Ms. *********************** at ********************* for her delay in response to the totaling of the vehicle in question. **** is a real nasty person to work with, they obviously have lost their way... Customer's need to succeed with the company for the company to succeed. *********************

  Business response

  03/15/2022

  Mr. ***** ******************* have stated that because of their insurance company not processing their claim in a timely manner it took them over 30 days to pay off the loan. We do not know what the delay was but they where advised by their claims representative to continue to make their monthly payments and they would get reimbursed but they refused to. We also explained to them that there is nothing in their contract stating that if an insurance claim is filed that they can stop making their monthly installments. We explained to them that not all insurance claims end up being a total loss so while the claim is open they must continue to make payments to protect their credit but once again they refused to do so and this is the end result of their decisions. We are reporting accurately and we have an obligation to report accurately.     

• Initial Complaint

  01/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had nothing but issues with finance company. They have repeatedly lost my money orders even though I call and it states they were cashed by them. Recently they have called for ******* payment that was cashed December 30 2021 and they said sometimes they type in the wrong number but if they find it they will credit it to me but I have to send another payment by 1/19/22 or they will put a late on my credit. They also have charged me more charges stating I don't have insurance. I have shown them my insurance papers and they said I have to send it monthly. I do this with every payment but continue to get charges. I feel like the financed amount has gone up since I have been with them and feel like they are cheating me out of money with these fake charges. If they are making this money off of me I can only imagine how much they are making off thousands of others financing cars with them.

  Business response

  01/20/2022

  The statement made that we always loose his money orders is false! ******************* has never been late and we have always applied his payments when they are received he is a good customer. The payment for ******* in question was made by **************** over the phone on ******* 18th and was told that he should place a tracer on it so he can find out if it was cashed and by who. As far has the insurance is concerned **************** to our records had a laps in coverage so we did add collateral protection insurance but since he did provide us with a new policy we have canceled it as of December 15th 2021. We have asked **************** to prove that he never had a laps in coverage but as of today he has failed to show proof. Resolution to to issue is place a tracer on his money order to see if it was cashed and show proof that he the vehicle was always insured and there was no laps in coverage. 

*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. ↩