Consumer complaint received 2023-10-26
Company: OneMain Finance Corporation
State: TX
Product: Payday loan, title loan, personal loan, or advance loan
Sub-product: Title loan
Issue: Vehicle was damaged or destroyed the vehicle

Complaint:
Date : XX/XX/XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, CA XXXX One Main Financial Corporate XXXXXXXX XXXX XXXX XXXX XXXX, IN XXXX To Whom It May Concern, I was the recipient of a title loan with One Main Financial dated XX/XX/XXXX. The collateral was my XXXX XXXX. It was repossessed on XX/XX/XXXX, and I take full responsibility for that and provided One Main with a cashiers check in the amount of XXXX $ on Monday, XX/XX/XXXX. I was given a blue sticky note and instructed to phone XXXX XXXX XXXX XXXX and give them the last XXXX digits of my VIN # to receive/recover my property. I did so and they gave me the name of the company, Texas XXXX XXXX XXXX XXXX, they hired/partner they fully vetted. I called them & took the first appointment available the next morning. On Tuesday, XX/XX/XXXX, I, XXXX XXXX, had an appointment to go pick up my vehicle at XXXX at Texas XXXX XXXX. Texas XXXX XXXX address is as follows- XXXX XXXX XXXX XXXX, XXXX XXXX XXXX TX XXXX XXXX. I arrived and my key and drivers license was requested by the woman employee there. I gave her both. She went around the corner for a bit and came back and handed me back my license and told me to sign my name on her CELL phone. I asked what I was signing as it was a line on her CELL phone. She simply stated it was just so that she could bring my vehicle out of the locked gates. I took XXXX witnesses with me that were by my side the entire time. XXXX of them even said XXXX what is she signing?. She again stated that it was just authorizing her to be able to drive my property out of the gates to me. She said shed pull the car out of the gate in about 2 minutes. Upon her driving through the gate that opened and parking it just beyond, we all immediately noticed damage to the drivers side and the front of the car. Both front and back bumpers were unattached and hanging off. Upon walking around my vehicle, there was NOT ONE SIDE that hadnt been hit/damaged. Both front and back bumpers were coming off as well as the front being hit by another vehicle or something like. The front was hit in three different places. The front of the car grill area and drivers side panel and left side panel and hood had been hit. One of the rims was deeply scratched. The underside of the drivers side door is all deeply scratched. The front panel on the passengers side above the tire is bent. There is a panel that covers the underside of vehicle, it is GONE. The drivers door is scratched as well as both doors on the passenger side. The back of the car has been hit and trunk all scratched up. The drivers side window now whistles and doesn't fully seal. We took photos of everything before moving the car an inch. The lady appeared very nervous ( she was the only one there ) said shed get me a damage form to fill out and I did. She made a copy and gave it to me. She said that the manager, XXXX, would be calling me that day, ASAP. I have NEVER ONCE heard a word from him or anyone representing Texas Collateral Adjusters even after sending many email and making phone calls. We also noticed that their vehicles they use to drive around and search for cars have illegal expired paper license plates and took photos. They use XXXX XXXX XXXX program to detect license plates with cameras mounted on all XXXX corners of the roof of the car. We've done some research about this particular company and they have a long history of forfeiting their right to do business in the State of Texas for lack of paying tax and then paying and being reinstated. XXXX XXXX from XXXX tried to tell me that I gave information from the State of Texas for the wrong company and that this wasnt true. It certainly is true and it is the Secretary of the State of Texass information on TCA, LLC. This company that XXXX XXXX XXXX hires/partners with, according to ARSs website is fully vetted by them and go so far as to say that they even go out and inspect each partners premises as well as state licensing and insurance. TCA, LLC is running an illegal Vehicle Storage Facility and this case is currently sitting in a prosecutors office in Texas. It would be interesting to find out if they shut down their operation during any of these times of " Forfeited Existence ''. They have many complaints filed, even one from a dealer. TCA, LLC has an F rating with the BBB with ALL of the complaints unanswered. I drove my damaged vehicle directly over to XXXX XXXX of XXXX and left it overnight to get an estimate on the repairs. They said unfortunately, they see this type of damage from careless tow truck operators often. I came and picked it up the next day. To address and repair my car to its state before it fell in the hands of XXXX XXXX XXXX XXXX XXXX  XXXX XXXX it is XXXX $ and that does not include a bent control arm that I discovered because the vehicle now has a loud clanking sound coming from the front drivers area or for the cracked windshield that is now a like about XXXX feet long. The mechanic mentioned that often careless/unskilled tow truck operators will just strap to control arms or pull from wherever they want to. My next concern is that I opened the glovebox to get some of my personal items out and the entire glovebox compartment had been rummaged through, even separating the back cover away from the glove box ( this takes a bit of force ). Of course, I have personal property that is gone. These items are {$3200.00} $ w/o tax to replace. After not hearing from anyone for a week, I called XXXX XXXX, in the repossession department at One Main Financial. He sounded shocked & sincere in his apologies that this damage and theft had occurred. He said he would go up the chain at One Main and get my situation addressed. At the end of week two of dealing with this, I was contacted by XXXX XXXX, from the Executive Office of Customer Care at One Main Financial. She took the information I provided & said that I would be receiving a call from someone at XXXX XXXX XXXX, very soon, if not already. XXXX XXXX, Senior Vice President of Professional Standards for XXXX, contacted me. He requested several items from me and my statement. I provided all items to him and he was to get in touch with Texas Collateral Adjusters ( TAC, LLC ). Third week rolls around. After several status requests from XXXX, I was told yesterday, Wednesday, XX/XX/XXXX, that of course, XXXX denies any/all damages to my vehicle and are not paying anything. However, they are offering for me to take my car to their peoples ' body shop to get an after-market rear bumper put on. They stated to XXXX, that they HANDED me all my personal property. She did not hand me ANYTHING but my drivers license back and HER CELL phone to initial BEFORE my property could be brought out ( keep this information in mind ). This is the information I am told after XXXX weeks. TCA sure did return calls from XXXX. I was also told by my mechanic that the vehicle is not safe XXXX XXXX with the bent control arm. So here it is, Christmas/Holiday season and we are basically without a safe vehicle to even drive. They ziptied my front headlight as best they could to make it stable and TAPED both bumpers on. Not only is TCA, LLC not taking responsibility, XXXX XXXX XXXX will not take responsibility either. Essentially, they are taking the word of this unethical, criminal and reckless company. They are standing behind XXXX because they hired and vetted them. XXXX website goes into detail of how responsible their partners are and promise their clients that these repossessions will be handled with the utmost respect and caution. What I haven't mentioned yet is the FACT that TCA, LLC forged documents to appear as though I signed off on the following forms- FORMS ALL STATING THAT THERE IS NO DAMAGE TO MY PROPERTY, THAT ALL MY PERSONAL PROPERTY HAS BEEN GIVEN BACK AND THAT YOU HAD PERSONALLY INSPECTED YOUR PROPERTY & SIGNED OFF ON IT AS OK. I received an email with these forms all attached after I retrieved my vehicle. Now remember that she stated I had to sign her phone on a line with no print, for her to be able to bring my car out of the gate. Im assuming this is what they are forging though whatever the scratch is on these forms as my signature, is not my signature nor my initials. The handwriting of what they are saying is my name is the EXACT same handwriting as the signature of whoever signed as their agent. There are NO photos of my vehicle upon intake and NO form of ANY damages listed. I supplied them with a list of damage by filling out that form I was given. It wouldnt surprise me at all if some type of form comes up with the damage I listed. I fully believe they knew EXACTLY how bad they damaged my car and have tried to cover it up. There are NO photos of my car upon intake when I requested them ( and the form says there is ) and the vehicle report they attached is NOT even my vehicle! It's a NOT DAMAGED white jeep. This was now over XXXX MONTHS later and HOURS, DAYS AND MONTHS of my time. I have been violated, its been implied that I am a liar, that Im trying to commit fraud and I am completely disgusted. This should never happen to any consumer. Anywhere, under any circumstance. I had a contract with One Main Financial that was met in full on XX/XX/XXXX. One Main enlists/hires, XXXX XXXX XXXX and has a contract to carry out business on their behalf, free from damaging property. XXXX makes several public statements including, visit and review their partner companies office and storage locations ( XXXX 's ), regularly audit contracts. XXXX 's, licensing, insurance and bonds. XXXX also states that it provides their clients, like One Main, with reputable, compliance-oriented, top quality work. I am not taking TCA 's offer to put a back bumper on my car. I don't want them anywhere near my car. I am asking that all parties get together and do the right thing. I have spent months of my time dealing with this travesty of justice. I have photos of everything. I have a clean vehicle report with no accidents on my vehicle. It was suggested by XXXX XXXX at XXXX, that I caused the damage by accidents. Completely offensive. I have given the estimate from XXXX XXXX to repair the damage caused at the XXXX XXXX XXXX XXXX XXXX XXXX XXXX well as the amount to replace my personal property. I should be able to choose where I want my vehicle repaired, which is XXXX XXXX of XXXX. They have impeccable customer service and wonderful reviews for body damage repairs. I have two witness statements from the gentlemen friends that I took with me. I believe it's not that difficult to see who is not telling the truth but I am completely willing to take a polygraph. This damage and loss is a direct result of my property falling into the hands of TCA, XXXX. I have provided every item of proof necessary and Im completely insulted, disgusted and the amount of emotional distress this has caused me is not measurable. Back in XXXX, I filed a police report with the city of XXXX XXXX, Texas, where XXXX XXXX  is located just outside of XXXX, TX. I have just recently sent all the forged documents and want XXXX and any other parties held accountable criminally for forgery, fraud, deceptive business practices & Securing Execution of Document By Deception. It is immediately apparent to the eye that the documents they are trying to use against me have been CREATED & forged. Ive also talked to the police department and its completely possible that wire fraud was committed as well for emailing these forged documents to not only myself but I am sure to XXXX XXXX XXXX as well. There is no denying that XXXX hired XXXX, XXXX.

Company response to consumer: Closed with explanation