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Business Profile

Consumer Finance Companies

Approval Genie

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Consumer Finance Companies.

Complaints

This profile includes complaints for Approval Genie's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 28 total complaints in the last 3 years.
    • 8 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint type

    • Initial Complaint

      Date:12/03/2025

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      While browsing for a vehicle online I came across "**** ******" (also known as: **** ****** Approval Genie). While looking at a particular vehicle they had advertised a pop up appeared stating that I could "find out it you are PRE-approved for this vehicle". I entered some basic information such as approximate credit score, job title, annual income, and duration of employment. I later found out that they had done a hard credit check without my permission using the limited information I had provided. It is not a "PRE-approval" if a hard credit check is needed, that is simply applying for credit which they absolutely did not have my consent to do. I called the first **** ****** located in Scarborough that came up with a ****** search, which turned out to be an auto repair shop. *** ***** ** *** **** ****** **** ****** **** ** *** ******* ***** ** * ******* ***** **** ****** ******** * **** * *** ***** **** ***** ***** ****** *** *** ***** ** ************ **** credit check from another company in Scarborough named **** ******* *** ** **** **** ** ******* ********* ** * ******* ***** ** * ***** ****** ** ****** *** **** did not provide consent. After further investigation, I found the company who who instigated the unauthorized hard inquiry of my credit to be "**** ****** Approval Genie" (henceforth **** for short) located at **** ********* *** * in Scarborough. I called to clarify that they did not have my consent for the credit check and was told they would reverse the inquiry. Two or so weeks later I received a call from a salesman at **** asking if I was still interested in the vehicle as I was approved for a loan. I again explained that I had not given consent for the credit check and that the last person I spoke to there was going to reverse the inquiry. The salesman was pushy *** ****, and continued to insist that I had given consent for a full credit application. I did NOT! **** **** ** ******* **** ***** **** ** ** *** ** **** ******** ** ***** *************

      Business Response

      Date: 28/03/2025

      Hi ****,

      Thank you for bringing your concerns to our attention. I
      want to take this opportunity to clarify the situation and provide some context
      regarding the credit inquiry.

      Approval Genie is a well-established company that has been
      serving customers for over 14 years, with 8 locations throughout Ontario and
      Quebec. Over the years, we’ve helped thousands of Canadians, particularly those
      with past credit challenges, secure vehicle loans and rebuild their financial
      standing. We take great pride in our reputation, which is reflected in the
      positive feedback we’ve received across platforms like ****** and **********.

      After thoroughly reviewing your case, we found that your
      inquiry originated through ************* platform, which also operates under
      the name *******. On January 20th, 2025, at 6:19 PM, you submitted an
      application through this portal. During the process, you checked a box
      explicitly authorizing a credit report pull. ***********, as per their standard
      practice, then forwarded your application to us as a lead, which we paid for.
      This is why you received follow-up communication from our team.

      While we understand your frustration, I can assure you that
      consent was indeed given when you submitted the application. It’s unfortunately
      common for people to overlook the terms and authorization checkboxes when
      filling out online forms, which can lead to unintended inquiries.

      That said, we take your concerns seriously. We have now
      placed you on our Do Not Contact list, and you will not receive any further
      communication from us. However, we do encourage you to be extra vigilant when
      providing personal information online, as many lead-generation platforms share
      data with third parties.

      If you have any further questions or would like to discuss
      this matter directly, please feel free to contact me at ***@*************.ca.

      Thank you for your time and understanding.

      Best regards,
      ***
      Approval Genie

    • Initial Complaint

      Date:02/01/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To whom it may concern. ** **** ** ***** **** ***** **** ****** recently moved to Canada. It was November 20th, 2024 when I visited Approval genie in search of a vehicle I cause use. There I met ***** who showed me a 2019 ***** accord listed for 26,999. They had me sign the contract for purchase of the vehicle and they took a $1000 deposit. I didn't get a chance to review the documents I had signed since I don't fully understand what the deal was. I didn't get a copy of the agreement and when I asked they said it'll be given to me on the day if pickup. It was the next day I realized I had made quite a terrible deal I let them know I'm not longer interested in the vehicle. They insisted the cabt reverse it and there no going back. Every effort I made to cancel was refused with threats of ruining my credit. ** ****** ******* ** ** *** * **** ** *** ********* I called again and requested for a copy of the contract. Upon reviewing turns out the final purchase price including tax and interest was 60,278.40 . * *** ** ***** **** ** ****** ********* ** ** **. I again called texted and emailed them letting them know I am not interested in the vehicle and I can't afford it on my salary. Furthermore I could find reasonable insurance. I called ******** the borrower and informed them if my situation and they said they'll put in a request to cancel but again turns out the deal has not been canceled. The went into my account and put my account into a negate balance of $330. I requested a stop payment from my bank earlier but was informed the traction needs to happen first before they can do a stop payment. I'm frustrated and helpless and don't know what to do. They took my $1000 deposit and are forcing me to take a car I can't afford. ****** **** ******** ********* ** *** *********. The vehicle remains on their property . * **** * **** **** ***** ********* ** for my lack understanding fully all that intails in the contract ** ******* ** *** ** ********* ********* ****** ***** ********* ******* ****** **********

      Business Response

      Date: 02/01/2025

      To whom it may concern, 

      We have ******** a copy of the email we sent to ******* on December 4th to provide some context regarding our communcation. We have also ******** a copy of the bill of sale and another legal acknowledgement document to highlight his understanding of his commitment. Lastly, we have ******** the Canadian Black Book wholesale value of the 2019 ***** ****** ***** 2.0 Turbo to demonstrate the fair retail value of this vehicle priced at $26,999.

      ******* has made his concerns known to us for some time and we have tried to reach out to him to resolve the matter. We took great care in explaining all pertinent facts and pertinent information surrounding the transaction and he seemed to be coherent in his communication and understanding. In every step of the way, originating from budget and credit consoltation to signing of multiple contracts, we made sure to get his acknowldgement to proceed. 

      With that said, we are empathetic towards our clients having potential buyers's remorse or change of heart after the fact. For that reason, we proposed options such as switching the purchase to a cheaper unit, exploring better insurance quotes through our brokers, making changes to the down payment, etc.

      If those options are not suitable for *******, we are very much open to cancelling the loan altogether, contingent upon collection of liquidated damages in accordance with OMVIC guidelines ******************************. In order to process this cancellation, we would also need ******* to sign off on the cancellation letter. We can use the partial down payment that ******* made ($1000 ot of the total $3,000) towards this liquidated damages amount and process the loan reversal with ********. 

      We are committed to helping our clients, while also working towards protecting our business resources and efforts.

      The General Manager responsible for this deal can be reached at ###-###-#### if anything further is required. We look forward to *******'s response and finding a mutually satisfactory solution expeditiously. 

       

      Customer Answer

      Date: 08/01/2025

       I made every effort possible the same day and days following that I no longer wish to proceed with the purchase. I was ********** that they would not cancel and that they will make sure my credit gets impacted. They **** ********* **** *** assured there's was no way they'll cancel. * ******* **** **** ** * ******** ****** ** *** the value was not there for a 2019 vehicle with 123,000 kilometers at $63000 for the Overall finance amount. **** **** ********* ** ** ******* * *** *** ** ****** *** ******* ***** ** ********* ********* I didn't even get a copy of the agreement I signed until days later **** ** ****** insisted to get a copy when they as they been refusing to cancel.They told me that they had sent it to ******* the finance company. I called ******** They expressed they'll get back to me but then the days following I noticed they had gone into my ** ******* withdrawing their first payment of $330.71 I then notified my bank to make a stop payment. They have been making several attempts since their first successful withdrawal to which I had to close my account as I was incuring several banking changes. I never took possession of the vehicle in question and I was being ********* to forcefully buy it and threats of ruining my credit. Approval genie has a $1000 of my money and are now claiming they've injured Liquid damages. None of those am willing to own as I made clear to them in writing I was not interested within 24hours of signing those documents. They proceeded to force it on me and so if they have any damages it's on them to settle as they did that willlingly on their own. I'll like my Deposit back of $1000 along with the $330 ******** took . And finance a letter from both parties exonerating me of any damages and assurity that my credit will not be impacted. ***** *** *** ****** **** *** *** *** **** *** ** ** * *** ** ***** ** **** *** **** ** **** ** ********* *******
       Sincerely yours.
       ******* *******
      ***********

      Business Response

      Date: 08/01/2025

      The client was given plenty of time to deliberate the decision of committing to the purchase or otherwise. At no point did our agent force any type of commitment from the client. On the contrary, we kept the options open to ******* and emphasized that he has to be certain prior to making a final submission for the approval. He communicated that he was very certain and proceeded to send us $1,000 e transfer towards his down payment. After obtaining the approval, he provided us his void cheque and two pieces of Identification in order to generate the contractual paperwork. We went through the paperwork in great detail and yet again confirmed his understanding, acceptance and commitment to the terms and conditions of the contacts, before getting his signatures. We provided him with a copy of the BOS and Customer Acknowledgement form at the time of signing, along with a full funding package upon his request at a later date.

      ** ********* ** *** ******** ******** we did not experience any issues communicating in English with Mr. ******. ** ******* **** ** *** ***** ******* ** *** ********* With that said, we would like to honour the client's wishes to cancel the agreement upon collection of liquidated damages. We are hoping to resolve this matter swiftly so we can avoid any further complications on all sides. 

    • Initial Complaint

      Date:10/12/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 5th 2024 I had a meeting with a sales associate at Approval Genie located on Richmond Road, Ottawa, Ontario.

      The sales representative was misleading. Much of what was verbally communicated did not align with the what was said in the contract. The car facts I was shown for the vehicle was 65K but the contract and bill of sale both listed over 103K. I was also told that the company would cover all mechanical expenses. The contract stated that the buyer was responsible for such repairs.

      In the end, the bank did not approve the loan but Approval Genie refused to return my $1000 deposit. **** **** *** **** ** ***** * ***** ******* * **** **** ******* *** ***** ********* * ***** **** ******* ** **** *** *** **** *** ** * **** *** * * **** *******

      Business Response

      Date: 02/01/2025

      The clients refund was returned to her the next business day after it was requested. This complaint must have been filed in between the time is was requested and returned.

      To her other comments, she is wrong, but I didn't really try to argue with her at the time as it was pointless.

      1-Carfax **** *** ****** reports show the last known mileage on a vehicle, not the mileage at time of sale. The bill of sale shows the actual mileage which was explained to her already.

      2-Our company does cover the cost of the reconditioning prior to delivery of the vehicle but not after. She was never told anything different.

      3- We don't offer incentives for 5 star ratings, ever! We offer an incentive for the review regardless of the star rating the client gives us. Again, she is mistaken.

      This was a classic case of buyers remorse ********** ** ****** *** * ******. They changed their excuse a couple times while in my office from "losing her job" to "can't get insurance " ** **** ******** ******** to just being outright **** and saying it was none of my business. This customer was extremely grateful and happy at the time of signing ALL the legal binding documents only to ******* *** *** ***** *** ****** *** wanting to cancel. We're not in the business of forcing people into something they don't want to do. We provide and explain their financing options to which they make all the decisions to move forward. **** ******* ****** **** ************ **** ** *** ***** ** *** ** **** **** *** **** ** *** **** *** *** ** ****** *** **** ***** *** *** **** ****** ** *** * *******. As stated in the beginning of this, her deposit was returned the following business day.

      I hope this clears things up!

       

    • Initial Complaint

      Date:28/10/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I financed a vehicle in March of 2024. While on my way to pick up the vehicle, I received a call from the sales rep stating it has MINOR PAINT damage. Upon pick up, it was obvious that the vehicle sustained much more than minor paint damage - the panels are indented & falling off. The sales rep suggested it would cost $650.00 to correct the paint issues - based off of a quote from a mobile paint company that I have yet to see. In actuality, there is over $6,000.00 of damage on the vehicle that I was NOT told about prior to signing. I have gone back and forth numerous times with the Upper James office regarding these issues, have reached out to OMVIC for direction and ultimately decided to be kind and give the GM an opportunity to assist as I had not prior. I've now been back and forth for 2-3 weeks with the GM via email and they have stopped responding. I am looking to have the paint damage rectified as the paint is now beginning to chip after being left as is for too long. I can't seem to get a simple response from any one on this team and will be taking this issue further to contact OMVIC and The Law Society of Canada.

      Business Response

      Date: 05/11/2024

      Hello, 

      We have reached out to the client to resolve this issue. We have offered her to get the damage painted by ***** ***** based on her availability. 

      ***** ** *** ***** ** **** ** *** *******

      ******* *******
      ******* *** ******* ****


      ** ******* *** *******





      ** ******


      *** **** **** *** **** *** ******** **** *** **** ** ********** *** ******** *******
      **** ******* ** ****** *****

      *******


      ******* *******
      ************** *********

      ******* ********* ****** * ******** ****
      *** ****** ** ****
      ********* ** *** ***
      ***** ********
      * ******** ** ****** ******* ********* ******

      ***** ***** ***** ************************ ***** ******** ******** ** **** **** ** *** ******* ******* ********************* *** ***** ****** ******************************* ******* ******* ******************************




      ***** ***** ************************
      ******* *** ******* ****


      ** ******** ******** ******







      ** ****** ******** **** **** ***** *** ***** *** ** *****


      **** **** ** ******** *** *** ***** **** ** ******* *** ***** ** ******** **** *** ***** **** ** *** **** *** ******* ** **** *** *** ***** *** **** **** **** **** ** ***** **** * *** ***


      ****** *** ** **** **** *** **** **** ***** *** *** ** * *** ******** ** *********** *** ****


      ******

    • Initial Complaint

      Date:16/05/2024

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      * *********** **** * *** *** ****** ****** *** I applied with the ad Approval Genie and was accepted for a loan with ** Auto Financing, Toronto, at reasonable payments and was told car would be delivered to my home but when all documents were signed car would be delivered when available from Quebec. * **** **** ** * **** *** ******** ****** **** no longer contacts me and I want to cancel before any payments need to be made

      Business Response

      Date: 24/05/2024

      Hello, 

      We have spoken with the client and have re-assured them the vehicle will be delivered to them tomorrow (May 25th, 2024)

      Client's insurance activates tomorrow which is why delivery took time. Client is happy now and issue has been resolved. 

      Thanks

       

      Customer Answer

      Date: 25/05/2024

      I have reviewed the response made by the business and find that this resolution is satisfactory to me.



      ******* ********

    • Initial Complaint

      Date:14/02/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      November 16th I was contacted by Aaron after filling out online submission. I want to make a formal complaint on this business because on this date I provided so much personal detailed information over text and the company just took my data and did not provide any services to follow up with my information.

      He represented himself as able to help me, but ended up asking for detailed information with no real inital end result.

      I now have multiple fraudulent breaches on my account and this company took my personal information and used it against credit agencies without my concent.

      Business Response

      Date: 27/02/2024

      It is unfortunate that we didn't complete an agreement with ****** however we did indeed have a lender in place that was willing to work with ******. The bank required an income link to be filled out to verify income. The client could not come up with proof of income for the lender to continue. As far as checking credit this client filled out an application online and during that process consent was given for us to work on the file. As far as her concerns about what has transpired with her credit since that time I would not have any knowledge of it as we wouldn't check credit again. I am open to discussing further if there are any additional questions. 

       

      Regards,

      Dale T.

    • Initial Complaint

      Date:27/11/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In March of 2023 I purchased a car from Approval Genie.
      The minute the car arrived with the delivery guy I called the person who sold me the car. They said they would do what they could to rectify the problem.
      The BIG problem is the car leaks, at the time I didn't know where the leak was.
      Now. With a lot of people checking out the car we have found the problem. The windshield was not installed properly. There is approximately 8 inches on the drivers side that is not glued down.
      I have reached out to the company and was told they won't pay for it.
      The car, due to leaking smells moldy. The carpet needs to be removed. Eventually the floor is going to rot.
      I don't know how this car passed a safety.
      This company should be held responsible to get this fixed.

      Business Response

      Date: 08/12/2023

      After speaking with the customer when she finally found the spot of the leak, we said we would fix the windshield at our service center in Kingston where the windshield was replaced. The client refused to drive to Kingston to have the repair done. I'm not sure what else we could have done.

       

      Customer Answer

      Date: 09/12/2023



      Complaint: ********



      I am rejecting this response because:



      Sincerely,



      ***** *******

    • Initial Complaint

      Date:19/10/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi

      My name is **** ****** and i was at approval genie on Richmond road in Ottawa approx 2 weeks ago . I met finance manager Jessie over there and i requested to get quote for auto loan , i was told he would check one with 1 or 2 bank and when the interest rate was high i said no and lleft the store and postponed my plan to get a car. I was called by management multiple times forcing me to buy the car and to my surprise there was hard enquiry with 10 different creditors without my approval.

      There should be strict action taken against the management *** ** *********** ****** ** *** ***** * ***** ** ****** * **** ******* ******* *** ***** ** ****** ** ** ****** ***** *** **** * ********** .

      Kindly have a look into it.

      Thank you
      **** ******
      contact - **********

    • Initial Complaint

      Date:07/10/2023

      Type:Product Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I met with ******* and really did his best to help me… *** **** ** *** ******* ******** ********* I’ve bought my first car and it was *** And it was delivered to me with problems… the roof liner was damaged , the undercarriage was damage, oil all over the motor, the oil cap was not even on as we travelled and when we called to tell them motor light was on in Montreal , he said don’t worry trough drive back to ottawa with it and then that’s when we stop at. Garage and found out the cap was not on…. It had 2 screws in the tires and more… I then change to a **** ** and my rep was ******* ******* *** on vacation and that’s ok and is partner was going to talk to him and I even emailed him…we’ll then **** *** * ********* in the windshields had 3 cracks and no oil change or not even a sticker and then, when you put the your conditioning on it, smell like fuel and it was very dangerous for the fumes… I had to bring the car into a car wash and power wash the motor as it was full of oil everywhere, and then the grease it at my own expenses… and *** *** ***** ** *** ***** the controls in my steering are not working and I could not open my doors or even open with the remote as the battery is dead… It has been a total of eight weeks now, and still no callback to get this rectified… I’ve decided to bring it to a mechanic to get it inspected and do all the repairs* ** **** I would not recommend them as once you have the vehicle the service is 0 to none…
      Three weeks later After several emails and text messages still no response my rims plus asked me to send the receipts and I did and never got paid for them

      Business Response

      Date: 30/10/2023

      Please call *** ** ***** ********

      Customer Answer

      Date: 11/11/2023

      I have been trying to rectify with them and still not going anywhere… I’ve tried *** and ***** by email and went in person … it as cost me since I bought the vehicle …
      $3,640.00

      Plus the tires and rims that where supposed to be with the car and I have it in writing By ***** in the communications as they taken from another ***** store in Quebec as they admitted it… but now was promise basic rims and tires .:: having said that still no communication as when… my car is till in the garage at the **** dealer ….

    • Initial Complaint

      Date:06/10/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a car at this business on derry rd , in November, still in my warranty of 12 months , the car had major issues 2 weeks ago where it needed $2559 worth of work , transmission range sensor and wires needed to be fixed , company wouldn’t pay the bill and only offered $1000 towards to help , extended warranty won’t help either , car was in the shop for 3 weeks I had it out for 1 week and same issues again and no help from my company , this is the worst business I’ve ever dealt with and they will not assist after selling a faulty car

      Business Response

      Date: 28/10/2023

      Please contact Dab on Monday at ###-###-####. We will try to help you through the process. 

    Approval Genie is NOT a BBB Accredited Business.

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