Consumer complaint received 2021-10-22
Company: Castle Credit Co Holdings, LLC, Chicago, IL Branch
State: NY
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Struggling to pay your loan

Complaint:
I purchased a water softener filter in 2015 for {$8700.00} from a door salesman from CASTLE CREDIT. They guaranteed that this filter was self cleaning and the only time this filter would leak would be when it cleaned itself. I began to notice that my septic tank was filling every month, to the point where I had to drain the cesspool every 2-3 months which cost me {$500.00} everytime. I called the company who did send their in-house plumbers various times ( which I also paid out of pocket {$150.00} for every visit ), these plumbers assured me nothing to worry about. Well, finally, the cesspool collapsed. I then sought out several licensed plumbers unrelated to the company and they all immediately came to the same conclusion... The filter was so badly designed and it was designed to leak water everyday, a minimum of 50 gallons per day to be exact..that was only the kitchen sink, not accounting for the water leakage the rest of the sinks contributed! So for years, this system was leaking a minimum of 50 gallons of water per day into my cesspool until it finally collapsed. I had to pay plumbers to immediately disconnect the filters ( something the company could have done long ago had they just been honest about the faulty system )! So this company sold me a product that they said did not leak at all, except when self cleaning, but really it was leaking from the central pipes every day, overflowing my cesspool and finally it collapsed. Overall, over the years I spent over {$12000.00} in draining the cesspools and in plumber visits and when the cesspool collapsed I received quotes starting at {$10000.00} to repair. I even had to hire a plumber to completely remove the water filtration system. I have since tried to call this company almost daily for a resolution and even to come pick up the faulty equipment and no response. It was only when I stopped paying the loan on this, that they responded. Their response was completely cold, even as far as insulting me, all they want is payment. On top of this they placed a lien on my home for the {$2600.00} balance. I had to make a decision whether to pay for my cesspool repair ( which I am still trying to ) or to keep paying for this faulty equipment. If you see my credit, I have never had any late payments. I am an honorable family man that makes an honest living, I am not rich by any means. This company will not give me any options and the pitiful settlement they did offer ( to remove {$400.00} from the balance ) they said they can not put anything in writing, only after I make one lump sum payment will they send the town a letter to lift a lien on my home. The reason I did not do this or take the offer is because online there are many people that say they are scammers... you will make a payment and there will be no resolution, even as far as people who have paid off the loan in full claiming that this company has placed liens on their properties! I just can not afford to make a payment and lose the little savings that remains without anything in writing. The money I need to fix my cesspool is in my home, but I can not refinance due to this issue. I am asking you to please help me in whatever way you can. I have attached picture evidence of all I have written. This company sold me a product that was not what I was sold, what should have cost me {$8700.00} has now cost me {$21000.00} to date, they have wiped me out of my savings and now I need your help. Please, I am pleading with you.

Company response to consumer: Closed with explanation