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:07/15/2024

  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.

  After receiving a letter from Autoapprove.I applied for a loan with auto approve it took about an hour on the phone. I was told to upload some documents. After uploading docs I was told I would receive a call back in 48 hours. It is now 72 hours later and 5 calls later I still have no info. I gave both mine and my daughter social security numbers. I am currently on hold again. I would like a return call or I am starting to think this is a scam. I keep getting text and emails telling me to apply when I already have.

  

  Business Response

  Date: 07/22/2024

  Thank you for providing feedback. Excellent customer service is one of our top priorities, and one of the reasons we have earned an A+rating with the Better Business Bureau. We sincerely apologize if you feel that this was not your experience. Your assigned Loan Consultant has reached out to you via text and phone but was not able to reach you. They will continue to try to reach you, but at your convenience, please reach back out to them at the number they provided. Thank you again, we sincerely value you as a customer!

• Initial Complaint

  Date:06/21/2024

  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.

  Received mailer from Auto Approve for auto re-fi with limited info regarding our vehicle. We call for more info being very adamant and reluctant regarding credit inquiries. Advised no way would we approve soft, hard inquiry at all unless pre-approved. During a couple of days many call to Auto Approve for clarification and was told we (my husband) was pre-approved, only submit drivers license, milage odometer screenshoot and 33 pages of info from initial purchase of vehicle, again is he pre-approved or we simply applying with lenders? They should have recordings of all conversation of their reps giving a simple yes answer. They text that he was declined ed * would receive letter with explanation. We would like for those hard inquiries to be removed, please for misrepresentation and fraud.

  

  Business Response

  Date: 06/28/2024

  Thank you for providing feedback. We researched the recorded calls associated with your account and identified that there was an administrative error on our part. We sincerely apologize for this error and for any inconvenience it may have caused. A member of our Compliance Team has already been in contact with you directly and was able to resolve your concerns. If you have any additional questions or concerns, please feel free to reach out to them at the number they provided. Thank you again.

• Initial Complaint

  Date:06/20/2024

  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.

  Hi,I am writing this claim about blatant false advertising. Website claims two false things: rate quote in 60 seconds with no SSN required.I applied for a rate quote through the website and was told I would be contacted. The next day, I received an email and text to give them a call. I spent 25 minutes on the phone and had to give them my SSN for a rate quote, which I still haven't received.the 60 second advertised rate quote is now going over 12 hours. Additionally, they would not give me a rate quote without providing my SSN, which is clearly against what they state on their website.

  

  Business Response

  Date: 06/28/2024

  Thank you for taking the time to provide feedback. Excellent customer service is one of our top priorities at Auto Approve, so we sincerely apologize for the unexpected delays you experienced.  Auto Approve representatives are able to provide a pre-qualified offer within 60 seconds and without requiring a SSN, but this pre-qualified offer does not guarantee the final terms of your loan as loan terms may change based on several factors. These factors, such as value of the vehicle, total amount financed (loan to value), etc., are obtained during our initial conversation with the customer. One of our representatives has already been in contact with you and is working with you on your refinance.  Thank you for sharing your experience and for allowing us the chance to address your concerns.  We sincerely value you as a customer!  

  Customer Answer

  Date: 06/28/2024

   I am rejecting this response because:
  
  Business states in response that you can receive pre-qualified offer within 60 seconds and without SSN. The business would not give me a pre qualified offer without SSN and also took 25 minutes on the phone and a credit pull to receive an offer.
  

  I understand more information needs to be pulled to finalize the loan, but I was not able to receive an initial offer based on their marketing terms. This is blatant false advertising.
  

  Please show me evidence of my pre-qualified offer before you asked for my SSN and 25 minutes of other information.

• Initial Complaint

  Date:06/17/2024

  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 received a letter from auto approve telling me they could lower my interest rate on my car loan and provide me a lower payment. I contacted auto approve online and filled out the necessary information. I received a barrage of texts, phone calls, and emails stating I was prequalified. The instructions said to contact auto approve and immediately to accept my offer.I called auto approve, authorized them to run my credit and again gave them personal identifying information about myself. I was assigned a rep **************************** I spoke with ***** on Thursday, June 13, 2024 and was told that I was approved through a lender "Great River" with a much lower interest rate than I was currently paying. Upon verifying my information, ***** told me his computer needed to be restarted and he would call me right back. I NEVER HEARD FROM ***** AGAIN. I texted and called back several times.The next day in the mail I received a letter from "Great River" stating that I was denied for the refinancing loan with them. In the meantime, my credit score has dropped from this. This is fraud. This type of marketing is deceptive and unfair to the consumer. These preapproved marketing scams are illegal, and I have sought counsel.

  

  Business Response

  Date: 06/25/2024

  Thank you for providing feedback. We researched your account and identified that there was an administrative error that resulted in you being sent a text indicating you were approved. We sincerely apologize for this error and for any inconvenience it may have caused you. Additionally, we identified that you were read our hard inquiry credit authorization statement, to which you responded "Yes". Unfortunately, we have no basis for requesting the removal of the hard inquiry. Additionally, 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. On the letter you received, right before the listed interest rate, it says an interest rate as low as. Additionally, we would like to point out that on the back of the letter, there is a *Terms and Conditions of Offer disclosure that states that our offer is subject to the various factors listed in that disclosure. The last sentence states Rates and terms are subject to change based on market conditions and borrower eligibility. A member of our Compliance Team has attempted to reach out to you directly to provide this information, but was unable to reach you. If you wish to discuss your concerns in further detail, please reach out to them at the number they provided. Thank you.

• Initial Complaint

  Date:06/17/2024

  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 called this company this morning. I gave them my name, address, amount of my current car loan, and my email address. That is the only information I gave them and they pulled a hard credit check on me. I never gave them permission to.

  

  Business Response

  Date: 06/19/2024

  Thank you for providing feedback. Auto Approve does not perform any hard inquiries on our customers credit reports directly. ********************** works with credit reporting agencies to obtain lists of customers who may benefit from refinancing their current auto loan obligation and the credit reporting agencies can perform a soft inquiry in our name to pre-qualify a customer.  This inquiry is viewable only by you; anyone looking at your credit report cannot see it and the soft inquiry does not impact your credit in any way. Additionally, while filling out an application with a customer, ********************** could pull a soft inquiry for pre-qualification purposes, which again is only viewable by you and does not impact your credit score in any way. If an application is completed and submitted to one of our lending partners, they may perform a hard inquiry in order to provide a consumer with a firm offer. Auto Approve always obtains proper authorization from the consumer for this hard inquiry to be performed. We researched your account and identified that we do not have a completed application, and thus do not have the information necessary to perform a pre-qualification soft inquiry.  Additionally, as there was not enough information to submit the application to one of our lending partners there was no hard inquiry performed on your credit. It is possible that the inquiry you are seeing is a soft inquiry that was performed by the credit reporting agencies.  A member of our Compliance Team reached out to you directly to try to provide this information, but the call was disconnected. If you wish to discuss your concerns in further detail, please reach out to us at ******************************* and someone will be happy to assist you. Thank you.

• Initial Complaint

  Date:06/17/2024

  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.

  Hello!I refinanced my vehicle through Auto Approve. The refinance itself went smoothly and I was very happy. But I was told that they would handle getting me my new tabs and registration. It has been almost 2 months now since closing on the refinance and the Loan officer who was helping me (***********************) has not returned my calls or texts regarding this issue. The loan support specialist who was helping out, *****, and I talked on the phone a few weeks ago and she said she would talk to title and call me back the next day. Since then I have heard nothing from her, even after calling and texting more times. This is very frustrating as I my tabs are now expired and have not been renewed, something that I was told would be completed by the team at **. This fee would have been paid for as part of the fee I paid to refinance in the first place, so I do not want to go to the *** and renew the tabs myself (As I have essentially already paid for them). Additionally, the credit union I had refinanced with called me to let me know that Auto approve had not completed this. I am very frustrated by the lack of communication from the ** team I was working with. I am very uncomfortable having expired tabs as well and am anxious to get this resolved.

  

  Business Response

  Date: 06/25/2024

  Thank you for providing feedback. Excellent customer service is one of our top priorities, so we sincerely apologize for any difficulties you experienced getting answers to your questions. We researched your account and given the transaction type, we are facilitating removing the lien from your previous lender and adding the lien for your new lender only. A registration renewal was not part of the transaction nor were the fees required to renew a registration included in this deal. A member of our Titles Team has already been in contact with you directly and was able to achieve a resolution with you. If you have any additional questions or concerns, please reach out to them at the number they provided. Thank you again, we sincerely value you as a customer!

• Initial Complaint

  Date:06/12/2024

  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.

  The reason for this complaint is that Auto Approve provided me the incorrect information that played a factor in deciding what my new car payment would be as they assisted me with refinancing my vehicle. The agent ***** that I believed yall let go shortly after my encounter with him gave me two options. Either my car payment would be $550 or $615 plus a refund of $3,200. I choose $615 and the $3,200 refund. After you all processed the payoff to my old lender I talk to my lender about the refund for the warranty I was suppose to recieve and they told me that my warranty was through a third party. I contacted the 3rd party company and they advise I would qualify for only %50 of the refund I was told.So my issue is that I only received half of the refund that I was told I would recieve. I talk to Auto Approve customer service and was told your agents are only suppose to give estimates/quotes which was not the case. I have spoke to the sales supervisor and he confirmed that I was not advise that it was a quote but the amount I would recieve and it was a mistake on the agent. I have been calling Auto Approve for like OVER A MONTH looking for a resolution. For this month I have been waiting for a callback from Auto Approve legal team which I have not received. All I want is the remainder of my refund and to be compensated for the issue I have had to deal with trying to get this resolved.

  

  Business Response

  Date: 06/20/2024

  Thank you for providing feedback. We have researched the recorded calls and identified that you were quoted an estimated warranty refund of $2,784.47. When our Loan Consultants (LC) begin the refinance process with our customers, they request a copy of the customers retail installment contract in order to calculate the approximate refunds that a customer would receive if they elect to cancel their previous products. We then provide our approximated amount to the customer to let them know that they could get this money back should they move forward with the refinance and cancel their previous products.  Although we can provide an estimate, we cannot calculate the exact amount a customer will receive when they choose to cancel their previous products. We identified that your LC did not make it clear that the potential refund amount was an approximation, and not an exact quote. We sincerely apologize for the misunderstanding, and we are addressing this internally with the *** A member of our team has already been in contact with you, and they were able to achieve a resolution with you. Once again, we sincerely apologize for the misunderstanding. Thank you again for bringing this to our attention.

• Initial Complaint

  Date:05/30/2024

  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 received in the mail a ad for Auto Approve saying I qualified for a payment reduction on my auto loan..I went online and wasn't even finished with info when they called..went thru loan app and next day they called and emailed, said I was approved, just needed to send 4 items, DL, retail agreement, vehicle reg/ins and proof of income(im retired) which I texted all that info..since that approval call, I've reached out everyday via phone and 1 email, and received nothing back, it's been over a week now since process began. I want at very least a credit report correction by this company because their numerous hard checks dropped my credit almost 80 points! And I recommend their business practices be investigated! Thank you for any help in this matter! I have screenshot 3 of their emails stating approved and to call them which I did with no response by my loan consultant and 1 text message with a 2nd loan consultant ***********************.

  

  Business Response

  Date: 06/07/2024

  Thank you for providing feedback. Excellent customer service is one of our top priorities, so we apologize for any difficulties you have experienced in getting in touch with your Loan Consultant. Based on information available on the individual credit reporting agency websites (e.g., TransUnion, Equifax, Experian), that type of change in your score is not consistent with what you should expect to see with a recent refinance. We recommend that you contact the credit reporting agency to further investigate what may have caused this change in your score. We identified that your Loan Consultant has reached out to you directly and has set an appointment with you to proceed with the refinance. Thank you again for bringing this to our attention, we sincerely value you as a customer!

• Initial Complaint

  Date:05/07/2024

  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 took my vehicle in for repairs and they denied the repair and refused to have a tech to respond to the repair shop and would not provide service tech information as to their knowledge of mechanical engineering and services of the denying representative

  

  Business Response

  Date: 05/13/2024

  Thank you for providing feedback. We have been in contact with you directly and identified that the issues listed are not services that are performed by Auto Approve. A member of our Compliance Team was able to point you in the direction of the company you would need to contact regarding your concerns. If you have any additional questions or concerns, please feel free to reach out to them at the number they provided. Thank you.

• Initial Complaint

  Date:04/10/2024

  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 purchased a car from carmax in **********, ****** approved my loan through their own lending company. I did not know at the time but my interests rate was nearly 3 times higher than the national averages at the time. After busying the car from Carmax at over 15% interest. I received a letter from auto approve saying they could refinance my loan for a cheaper price. They were able to get me a lower interest rate, somewhere around 3-5%. Last October I total lost the vehicle and began to file a claim through my insurance company. There was about a $10,000 difference in what the insurance company valued the car at vs what carmaxs loan for the car was. This is why I have GAP coverage through auto approve. I have been working with auto approve since December, trying to get them to pay the gap costs. *** been unsuccessful at finding a resolution working with a *******************************. When GEICO paied for there part of the car they actually did a large amount of leg work to gather information with me to ensure that it was taken care of in a timely manner. Auto approve refuses to contact anyone other than myself when requesting insurance documents and information. In addition to not helping me file my gap claim they have taken months to do nothing. My accident happened in the end of October, I filed the claim in November, all required information was gathered, by me, by the end of January. February 2nd I received an email saying, Thank you, I have processed your gap benefit, it has been forwarded to the underwriter for review and approval. I have had the loan adversely affect my credit for the last 5 months and I still have yet to hear anything from auto approve. Working with these people has been an impossible feet and I no longer know what to do to get the claim processed.

  

  Business Response

  Date: 04/16/2024

  Thank you for providing feedback. We researched your account and identified that we provided you the necessary documents to process your GAP claim the same day you called in and requested it. Once we received your documents, they were promptly sent the same day they were received to our GAP provider for processing. Unfortunately, the time it takes for them to process the claim is not something that we can control. We reached out to our GAP provider and confirmed that they processed the claim and sent the check to your new Lending Partner on 4/11. A member of our Compliance Team has been trying to reach you to provide this information to you. They will continue to try to reach you, but please feel free to reach out to them at any time that is convenient for you at the number they provided. Thank you.

  Customer Answer

  Date: 04/18/2024

   I am rejecting this response because:
  
  You did not process my claim when I sent the information to you or it would have been processed in February. Ill take this review down in 3 months. Just like my credit was affected 3 months due to your companies negligence.