Complaints

This profile includes complaints for Auto Approve, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auto Approve, LLC

  2860 Vicksburg Ln N Plymouth, MN 55447-1878

  
• 

  Auto Approve, LLC

  233 S Wacker Dr Ste 3900 Chicago, IL 60606-6380

  

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.

• Initial Complaint

  Date:01/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 new vehicle from *********** ********* in the ******* metro but they charged me a very high interest rate. Later in the same month, ie. August 2024 I had to relocate to ******************** for work. Once settled, in late October 2024 I started exploring my options for refinancing the truck. I was approached by Autoapprove and was offered a refinancing option that would lower my monthly payment by approximately $200 from the approximate $1420 that I was paying autonation finance company. They offered a 45 day "no payment " window as well as a shorter (approximately 62 or 65 month term when autonation financing had me at a 72 month term) . After receiving the offer I confirmed my interest in accepting the offer on November 15th. 2025. *********** then emailed me the official approval and documentation to ***** on November 27/28, 2024. I signed and returned all of the documents that same day and was told that they will be closing out my loan with ******************** (previously known as ***). So my wife and I were under the impression that everything had been completed pretty smoothly until we started getting calls from Autonation Financing telling us that we were a couple of months behind on their payment and just this morning I received an email from Auto Nation Financing that they were issuing an order to repossess the truck and when I called back I was told that if I didn't pay them the past due amount of over $4,000 by early next week they will repossess my truck. I have expressed my fear of losing the vehicle to Autoapprove on numerous occasions via telephone calls, text messages and emails and every I get lucky to get through to the loan officer I get told that the matter will be resolved and I'll be called to confirm. As of now nothing has been done and the payoff amount has accrued $4,000 in interest and late fees. I now only have a day or two before I lose everything. I was hoping to resolve everything including the effects on my credit through BBB.

  

  Business Response

  Date: 01/21/2025

  Thank you for taking the time to share your experience with us. We have researched your account and identified that there were multiple delays due to documents being filled out incorrectly, delays in getting necessary documents/pictures back to us, parties to the contract being out of the country when items were needed, etc. We understand that things come up, we simply wanted to point out that we could not proceed without the necessary documents and pictures. Auto Approve tries to make the refinance process as quick and easy as possible, but we cannot proceed until all of the required documents are in our possession. Additionally, during the refinance process, it is possible that payments could be due to your current lender. Payments that may be due during the refinance process remain the responsibility of the consumer. We did not identify any point in your communications with Auto Approve where you were instructed not to make your current payment. We also identified that your assigned Loan Consultant sent you a text message on 11/27,before the new loan documents were generated and sent to you, recommending that you make your current payment to avoid any late fees. We do sincerely apologize for the delays that have occurred, and our Sales Team is working diligently to get your refinance across the finish line. A member of our team will remain in contact with you directly until the process is complete. Thank you again for bringing this to our attention. 

  Customer Answer

  Date: 01/22/2025

   I am rejecting this response because:

  I have several email strings as well as messages showing that I was told that everything was going fine and that the company (Auto approve ) had all the necessary information and documents. Now, however, it has become a really serious matter because the car I was going to refinance has been repossessed and now I'm contemplating filing a lawsuit to recover approximately $20+ in damages plus punitive damages and this of hiring an attorney. Plus my credit has been completely ruined.

  I really don't know how to attach such long string of emails starting early November 2024 or the messages be there are just so many so I don't know what you would like for me to upload or how.

  Warm regards,

  ****** ****

  
  

  

  Business Response

  Date: 01/27/2025

  Please feel free to save all the email chains and attachments, and attach them to an email and send that to ************************************* and we will review them. Thank you.

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  AutoApprove reached out to me offering a cheaper deal to refinance my newly purchased car. The salesman (****) was extremely persistent giving me calls every single day to sell their product. After several conversations, going through details such as ************* and Extended Warranties. He offered me a deal that INCLUDED extended warranty in the package. As soon as I signed the papers, he stopped returning my calls, stopped responding to texts, stopped responding to emails. Once my refinance went through, I found out via email from ********************* that my car is in fact NOT INSURED. When I called AutoApprove they put me through customer service, investigated my file. They said that I DID NOT initial next to the extended warranty request.First of all, They highlighted where I needed to initial exactly, so I only initialed there.Second of all, The monthly rate I was offered by **** INCLUDED extended warranty which he verified ***** times. If I did NOT initial the legal documents next to the extended warranty line item. WHY IS MY MONTHLY RATE STILL THE SAME?Avoid this company at all cost. They will butter your bread until you sign the papers, then stop responding/helping you COMPLETELY.I actually lost money on this.

  

  Business Response

  Date: 12/23/2024

  Thank you for providing feedback. After reviewing your account, we confirmed that you elected to retain your previous warranty rather than obtain a new warranty through Auto Approve. As a result, no warranty was included in your refinance contract.  Additionally, we identified that your concerns regarding your insurance have been addressed and resolved. If you have any additional questions or concerns, please feel free to contact us at ******************************* and someone will be happy to assist you. Thank you again, we sincerely value you as a customer!

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Please I just need help with getting auto approve to delete my personal information in their system as I donot feel comfortable with it being with them. I got a call from them about refinancing. They took my information including my SSN . And then I havent heard from them again . Now my fear is my information with them. Please just help me get them to delete my information in their system

  

  Business Response

  Date: 12/13/2024

  Thank you for providing feedback. Excellent customer service is one of our top priorities at Auto Approve. We researched your account and identified that we assisted you with an application for a refinance on Friday 12/6, and you contacted us Monday, 12/9 to cancel the application. We aim to provide a decision on our customers applications as quickly as possible however, regular response times are based on our business hours, Monday through Friday. We sincerely apologize for any inconvenience caused by this timeline.While we understand your concerns, we are unable to fulfill your request to delete your information due to regulatory requirements that mandate the retention of customer data. We aim to provide clear communication regarding the use and retention of personal information, and we assure you that your account has been placed in an Opt Out status, preventing any further contact or communications from us. Auto Approve does not share or sell our customers personal and private information; it is used for the sole purpose of assisting customers seeking to refinance an existing auto loan obligation. We also implement the strictest security measures to ensure the safety of our customers information.If you have any additional questions or concerns, please feel free to reach out to us at ******************************* and someone will be happy to speak with you. Thank you.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Auto Approve was to help me refinance my car. They charged me $425 for the service and I was supposed to receive communication from the lender this month with a new monthly payment amount. I was notified via email on Dec.3rd that my refinance was approved by ********, approval #******* and yesterday, Dec.6th I got a letter from Veridian dated Nov.26th that my refi loan was denied (!!!). How come the professional company didnt know that? Didnt they are to confirm everything with a lender before sending out joyfull messages to the customer that the loan is ***********************? How come they charged me a fee while I found today on their website fine print that theres no fee to obtain a quote and all refinancing related costs are included in the amount financed so there are no out of pocket costs ??? Thank goodness letter from ******** came in early enough for me to make a car payment this month otherwise I would miss it in hopes of getting new terms and amounts! I feel scammed , couldnt sleep last night and my fibromyalgia flared up badly. Im 68 years old and have refinanced my house in the past and nothing like that happened! I demand refund to my Cc immediately! How scammers be so cruel to an elderly woman from ********** after ****** and on the Christmas Season???

  

  Business Response

  Date: 12/11/2024

  Thank you for sharing your experience with us. We researched your account and identified that the $425 referenced in your compliant was a down payment required for the new loan, as outlined by the new lending partner. This amount was communicated during the application process. Additionally, the required ******* Action notice provided to you by the lending partner reflects their decision to condition, not decline, the initial terms of your request, while offering alternative financing options. Your assigned Loan Consultant left you a voicemail explaining these details. If you have additional questions or concerns about the fee or the terms of your refinancing, we encourage you to reach out directly to your Loan Consultant or contact us at ******************************** We sincerely appreciate your feedback, as it helps us improve our processes and communication. Thank you again for bringing this matter to our attention. 

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 to refinance my car Nov 25th. I was tentatively approved and had to provide documentation to this company. I was told I would receive a call back within 72 hours for final approval. After calling 3-4x with no information I finally was able to get an answer and they stated I was no longer approved. I asked for a reason as to why I was not approved. They refused to give me one. Then I requested to speak with a supervisor and they refused to put a supervisor on the phone and just kept running me around the ****. They also ran my credit several times causing a severe drop in my credit score. I want all those checks to be reversed off of my credit report and expect a call from a supervisor to discuss this.

  

  Business Response

  Date: 12/06/2024

  Thank you for letting us know about your experience. We apologize for any delay in following up with you. After reviewing your account, we confirmed that your application was never submitted, and no hard inquiries were performed on your credit. A sales manager has already been in contact with you to address your concerns. If you have further questions or need additional assistance,please dont hesitate to reach out to us at the number provided. Thank you again; we sincerely value your business.

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Looking to get a lower rate and car payment. Auto approved came up numbers of times talk to them on the phone and email me .Got approved and now can't get no on the phone to finish the ************ ring with no answer.Auto Approve is not all way 100 stay away ...

  

  Business Response

  Date: 11/08/2024

  Thank you for providing feedback. Excellent customer service is one of our top priorities at Auto Approve. We researched your account and identified that your assigned Loan Consultant had sent multiple texts, as well as multiple attempts to reach you by phone, to try to find a good time to speak with you. We sincerely apologize that we havent been able to connect with you up to this point. We have assigned a new Loan Consultant to your file, and they reached out to you to try to assist you with the process. They will continue to try to reach you, but please feel free to give them a call back at your earliest convenience. Thank you again for bringing this to our attention, we sincerely value you as a customer!

• Initial Complaint

  Date:09/17/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Around Sept 11th 2024 I received a mailer about auto refinancing. I called the number and spoke with a representative who took my information and asked permission for o run a hard credit check. I agreed. About 5 or 6 hours later I received a text saying that I was approved. A couple mins after that I got another text that said L, Congratulations, your Refinance is APPROVED! I'll be your Loan Consultant and helping you on your way to saving money - I'll be giving you a call today. If you havent already, please try to locate and send us a picture of your Retail Installment Contract. Thanks, **** ***** with Auto Approve.I have never gotten a phone call from this person. I have not received any response to emails sent to this person and when I call your 800 number to ask to speak to the loan consultant, the people I speak with are incredibly rude. Telling me the loan consultants do not have supervisors and that I need to listen to her. If you are going to pull a hard credit checkyou better be ready to talk to me and tell me why or why not Im approved. But when you text me and email me constantly saying that Im approved and my rate is ready and to please call asap etc, that tells me Im good to go. THIS PLACE IS A STRAIGHT UP SCAM. DO NOT CALL THEM OR GIVE THEM YOUR SSN.

  

  Business Response

  Date: 09/19/2024

  Thank you for providing feedback. Excellent customer service is one of our top priorities at Auto Approve. We are reviewing all of the recorded calls and will be taking internal action where necessary. We are sorry that you were not immediately transferred to someone who could help you, as is our policy. It appears that your assigned Loan Consultant (**) was out of the office during the period you were trying to reach them, and your texts and calls were not rerouted as they should have been. We sincerely apologize for this administrative error, and for any inconvenience it may have caused you. We did identify that you were read our hard inquiry authorization statement, which was approved by the credit reporting agencies, and that you responded yesafter the following statement was read to you, I have everything needed to submit your application to our ***************** You will need to authorize the Lending Partner to perform a hard inquiry in order to provide you with a firm offer. Please confirm your authorization to access your credit report to receive a firm offer of credit by saying yes now. When the ** called you to present the offer to you, the call was terminated while the terms were being presented. The ** did text you immediately after saying the call was terminated and asked if you were free for them to call you right back. You responded STOP to this text. Since the hard inquiry was authorized, and the ** did try to explain your approval to you, there is no basis for us to request the removal of the hard inquiry. We are sorry that we were not able to assist you with your refinance. If you wish to discuss your concerns in further detail,please reach out to us at ******************************* and someone will reach out to you directly. Thank you.

  Customer Answer

  Date: 09/20/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:09/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 did not initiate anything with this company. They received my information from another website when I looked into refinancing my auto loan. They have been calling me approx multiple times per week for over a month from different numbers. Any interest i may have had in doing business with this company is GONE due to this disgusting behavior.

  

  Business Response

  Date: 09/17/2024

  Thank you for providing feedback. When someone fills out an online inquiry on websites such as NerdWallet, they are requesting, and authorizing, contact from companies offering to assist them with their auto refinance. We researched your account and identified that we contacted you in response to your inquiry approximately twice per week, hoping to provide you with the information you had requested.  We do not believe these attempted contacts were excessive, but we sincerely apologize if it felt that way. You may wish to return to the sites on which you were filling out applications/inquiries and revoke your authorization to be contacted by other businesses. We have placed your account in Requested Opt Out status and you will receive no further communication from Auto Approve. Thank you.

• Initial Complaint

  Date:07/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 called Auto Approve recently to ask for a quote to refinance my car. I asked about the 60 second quote as advertised on the website without giving social security number and the customer care representative said that was wrong and I had to give my social security number (red flag number one). I was very upset but felt compelled by the person to give it in order to get a quote. At that point I should have realized this was a mistake. Then I was told to give pictures of my license, odometer, retail installment contract, insurance and registration through text. I did hear back from a loan consultant but got no information except that I was approved. No quote or explanation of next steps or anything. I am no longer interested in continuing this process and want to opt out of the application and would like all of my personal information to be deleted from the auto approve database. I contacted my loan consultant multiple times through phone, text and email to tell her this but have gotten NO response. Auto Approve is a scam and I would not recommend this company to anyone. I demand that someone respond to my request to opt out of the refinancing process and that my credit will not be dinged as a result. Also, my personal information needs to be deleted immediately. Someone from auto approve needs to confirm with me that this request has been honored.

  

  Business Response

  Date: 07/24/2024

  Thank you for providing feedback. Excellent customer service is one of our top priorities, so we sincerely apologize for any difficulties you experienced in getting in touch with your Loan Consultant (LC). We would like to clarify that a customer can indeed receive a quote without providing a SSN but it will not be a firm offer of credit at that point since it would be based solely on the limited information provided by the customer at that time.  The person you were speaking with was under the impression you wished to receive a firm offer of credit, which is why they gathered the information and documents necessary to complete your application.  We identified that your LC reached out to you to provide you with the approval terms, at which point you elected not to proceed. We confirmed that your account has been placed in Opt Out status so you wont receive any communication from us in the future. We are sorry that we were not able to help you save money on your auto loan. If you have any additional questions or concerns, please feel free to reach out to us at ******************************* and someone will be happy to assist you. Thank you.

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Got a pre-approval letter a week ago saying I could save a bunch through a refi car loan. I went online and filed out an application. They said I was approved. I called and spent 30mins on the phone giving details on vehicle. After the phone call I sent 5 pieces requested by text. I approved a hard enquire as I was advised everything looked good. Just got a text saying I was denied. Such a time waster! I spent a total of 2hrs working on this being told I'm approved and then for no explained reason, I was denied. I don't appreciate being proactively contacted and being mislead and wasting my time in the process.

  

  Business Response

  Date: 07/23/2024

  Thank you for taking the time to provide feedback. The terms that are provided in any pre-qualified offer are based on the information available to us at that time.There are other factors that can impact the final terms that are offered, such as the value of the vehicle, total amount financed (loan to value), etc. This type of information is obtained during our initial conversation with the customer and can impact the pre-qualified offer. There is also a disclosure on the back of the letter you received that says the offer is subject to, but not limited to, the factors listed above. A member of our team will be reaching out to you directly to ensure that all of your concerns are addressed. Thank you again for sharing your experience with us.

  Customer Answer

  Date: 07/23/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.