7 Customer Reviews
Sort By
Review from Cassandra K
1 star11/06/2024
My dog had a life threatening emergency that happened right after an expensive move that left me temporarily stuck living paycheck to paycheck. I was denied a loan because my credit history was not long enough. Forget the fact that I have a well paying job, good credit, a good history of paying bills on time, and all that. Even after talking to customer service, they refused to do anything because their system automatically approves and denies people based off of preset criteria. I got lucky that my vet was willing to work with me and I was able to save my dogs life, but I cannot imagine what could have happened if my vet was not understanding of the situation. I have strong reasons to believe that I was denied automatically by their system because of my young age.
Scratch Financial, Inc. Response
11/15/2024
After reviewing the applicants case, we can confirm that they did submit multiple applications as they stated in their review. However, Scratch also confirms that each was appropriately decisioned based upon eligibility criteria. For consumer privacy purposes, the specific decisioning criteria associated with this application cannot be discussed via an online review response. If the applicant has any additional questions or concerns, Scratch is happy to assist - we can be contacted directly at ********************************** or ************.Review from Lauren H
1 star07/05/2024
15 people applied to this place to save my dying cat and they instantly denied everyone . Not a Profesional place. They just want your info . To deny youScratch Financial, Inc. Response
07/11/2024
Although Scratch strives to help everyone that we can, after reviewing the applicants case, we can confirm that the individual was appropriately declined based upon the decisioning criteria in place. For consumer privacy purposes, the specific criteria associated with this case cannot be discussed via an online review response. If the applicant has any additional questions or concerns, Scratch is happy to assist - we can be contacted directly at ********************************** or ************.Review from Charlette T
1 star01/03/2024
I signed up for the 6 month No Interest Plan. When I received my first payment reminder I noticed my account was set to 12 payments which would have charged interest.Then I saw an option to turn off auto-payments and opt for the option to have the balance paid off in 6 months. When I selected this option, ScratchPay deducted my entire balance of almost $1800!When I called and informed them I was supposed to be on the 6-month plan, they told me I would be required to log in each month and manually the payment.So two issues: 1. Consumers sign up for what they believe will be an automatic plan of 6 months but are instead enrolled in an interest bearing payment plan.2. The ** is so misleading when you try to get on the appropriate plan that you believe you will be on a 6-month installment, and instead you're charged 100% of your balance.It is sad that simple product oversight into the ** could protect an otherwise genuinely amazing solution, but ScratchPay chooses to leave in place practices that abuse consumer protections.User's recommendation: IF you use them, be very careful in the options you choose for payment(s).Scratch Financial, Inc. Response
01/11/2024
The plan that the client selected is a 12-month payment plan with a six-month, zero interest prepayment offer which clients are able to take advantage of if they pay off the original principal balance on or before the promotional end date. This is made clear when clients select that payment plan option, in post-origination loan documentation, as well as on the Scratch website. The default autopay amount for the 12-month plan with the zero interest prepayment offer is 12 months - which is also made clear during the process of enabling autopay. In addition to being able to manually process any payment amount, within the client portal, there is also an option to pay off the remaining principal balance required to complete the zero interest prepayment offer, which the client had selected in this case. This is why the payment processed for the listed remaining principal balance amount (a payment which was immediately refunded when the client escalated that this was not their intent to the Scratch Support Team). If the client has any additional questions or concerns, we are happy to assist in any way that we are able to - we can be contacted directly at ************ or ***********************************Review from Marilena F
1 star11/15/2023
Scratchpay constantly harassed me with emails telling me I need to be reminded about my upcoming payment. Last month, they sent me 4 emails. I only made ********** payment so far as that was the FIRST payment due. I wasn't late, yet these emails continue. I want the harassment reminders to STOP NOW. I'm aware of when the payment is due, I'm not stupid. It's automatically coming out. There's ZERO need for this company to harass me like this.Scratch Financial, Inc. Response
11/28/2023
After further review, Scratch only sent the pre-scheduled communications that the borrower agreed to during the loan origination process. However, on the same day that the borrower submitted this complaint, Scratch approved the clients direct request to be removed from ongoing communications. If the client has any additional questions or concerns, we are happy to assist in any way that we are able to - the client can contact us directly at ************ or ***********************************Review from Tabitha S
1 star11/10/2022
Would be ZERO stars, if possible. I applied for assistance when I was in need. I ended up losing my dog....and shortly after, I lost my job. As soon as the situation arose, I immediately contacted their support team. It takes forever for you to get a response. I ended up in communication with quite a number of staff and each gave me different answers but NO HELP was rendered. I was given wrong information by an employee. I did what was said to be done. As soon as I emailed back saying the payment was made, I got and email back from a different representative saying that i was given erong information. I was being charged late fees (which is probably the only thing they fixed). It takes forever for anyone to respond by email. They didn't try and fix what their employees messed up because "it's what thier policy is" and "the system wont allow us". But their solution is, "we'll make sure it's dealt with accordingly". In the end, the only help I got was their guidelines read to be about 25 times. This company preys on desperate pet owners and their need for assistance! When they text or email saying "call us for help", it's pointless! They'll tell you how much you owe and keep reiterating their guidelines with no actual help!!!Review from Andrea W
5 stars07/24/2022
They helped save my pet's life in a hard time for my family and I am very thankful for thatReview from Jennifer C
1 star12/13/2021
Terrible place. I tried to pay a payment over the monthly amount- 4 times! I input my bank information 3 separate times, then used my debit card. Now they are telling me that every time that I input my information, they charged me a $15 return fee. All because my payments weren't going through so I was trying again! So I decided to pay it off, the interest for one month should have been 8.70, it was much more. I paid off the original amount, I am not paying anything else. Talked to 5 different people with zero result. They are terrible and the website and customer service is terribleScratch Financial, Inc. Response
12/16/2021
NSF fees do incur on an account if attempted payments fail, and after review, the interest charged on the account was correct. However, as a result of making payments totaling the entirety of the original principal, the client is eligible for a retroactive settlement. As such, we have waived the remaining balance and closed the account in our system. If there are any questions, please feel free to contact us at XXX-XXX-XXXX.
Customer Review Rating
1.57/5stars
Average of 7 Customer Reviews
Contact Information
Want a quote from this business?
Get a QuoteCustomer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.