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:10/24/2023

  Type:Billing 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 made my application for auto refinance by phone.I understood this cause my credit report "soft inquiry" but now found out it is "hard inquiry".When I tried to cancel my application noone answered phone.Now I worry about given my ssn and personal info.I want to hear my application is camced cleanly and my personal info was destroyed cleanly.

  

  Business Response

  Date: 10/25/2023

  Thank you for providing feedback. Auto Approve takes all necessary steps to obtain proper credit authorization. We reviewed the recorded calls and identified that you were read the hard inquiry authorization statement, which you agreed to. We also identified that your account has been placed in Opt Out status, so no further action will be taken. Auto Approve does not share or sell our customers personal and private information. It is used for the sole purpose of refinancing your current auto loan. 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:10/23/2023

  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 was harassed twice my autoapprove through sending me two unsolicited mails telling me they could lower my car payments. As I do with most spam mail I threw away the first letter. However, the second one I figured I might take a look as they were saying they could lower it by a good amount and I only had a week left to respond. Well, I reached out to the individual on the letter and got no response. I then read the reviews and it seemed like a legitimate company so I called and had **** one of the associates walk me through the process to which he already stated I was already in process with my application (which was news to me). I was then passed off from **** to another associate ****** who only called me once to verify my address. I was then told I would be getting a number on my lowered car payments by the the start of the next week. Keep in mind all throughout this process I had to continually follow up, text, and email just to get barely any information or delayed responses on the status of my application. I would try calling the numbers of the "loan associates" and no one would ever pick up. Well it has been a week from the day they told me I would hear back so I finally had to email, text, and call ****** to which he now responed via email stating they could not approve me. This was after they decided to do a hard pull on my credit lowering my credit score. ALL FOR NOTHING. This is after they were so adamant on mailing me letters to tell me they could lower my payments. This honestly has been a very shady and disappointing experience for me. **** won't even respond to me anymore and I have been texting him for updates as well. I really hope whoever sees this can realize they are a shady company and if you want any help you most likey aren't going to get it. Please just throw away their junk mail they send you because I know I wish I had and not wasted my time.

  

  Business Response

  Date: 10/24/2023

  Thank you for providing 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 that states the offer is subject to factors such as, but not limited to, the items listed above. We identified that your assigned Loan Consultant texted you with updates as they became available. We apologize for any delay in updates,but they were due to our Underwriting Team working diligently to ensure that all of the options we had were explored. Our goal is to find the best possible rate and terms for our customers, and it can take some time to ensure that we have tried every option we have to lower your interest rate and/or monthly payment.We apologize that we were unable 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 be happy to assist you. Thank you.

  Customer Answer

  Date: 10/25/2023

   I am rejecting this response because:
  
  I appreciate your explanation regarding the terms of the pre-qualified offer and the factors that can impact the final terms. However, I'd like to express my concerns regarding the communication and the credit pull that affected my credit score. 

  First, I received two unsolicited letters in the mail from your company, which indicated that I could potentially lower my car payments. However, my experience after responding to these letters has been less than satisfactory. I was passed around to various associates, and despite your assertion that your Loan Consultant texted me with updates, I never received any text messages. I had to take the initiative to call and email multiple times for information.
  

  My most significant concern is that I was never informed that I could not be qualified for the refinance. The last communication I had with a person named ****** led me to believe that I would have my new payment and loan by last Monday. The lack of clarity and communication on your part has been misleading and frustrating.
  

  Furthermore, I was disappointed to discover that a hard credit pull was performed on my credit report without my full understanding or consent. This hard credit inquiry negatively impacted my credit score. I believe that this was done without proper disclosure or my consent, which is a significant issue.
  I kindly request that you reconsider the hard credit pull on my credit report and take appropriate steps to rectify this situation, including any adverse impact on my credit score. I also believe that clear and honest communication is essential in all financial transactions, and I hope we can resolve this matter amicably.
  If you wish to discuss this further or require any additional information, please feel free to reach out to me at my email **********************.

  I look forward to a prompt resolution to this matter.

  

  Business Response

  Date: 10/26/2023

  *****************  We have reviewed the recorded calls on your account and you specifically provided authorization for the hard inquiry during a call on Oct 5th.  Our employee read you the following Credit Authorization statement, which meets the **** requirements and was also approved for us by two different credit reporting agencies. The statement that was read,and to which you replied ****, yes, was: 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. We sent a text to you on Oct 20th letting you know that we did not have a Lending Partner who could assist you and also sent an email to you with that same information on Oct 16th.  You should also have received an Adverse Action Letter from the Lending Partner, explaining the reasons they were not able to approve your application.  We receive consumer information from the credit reporting agencies we work with and we present pre-qualified offers via our Mailers based on the information available at that time. Our Mailers clearly explain the information to which we do not have access (e.g., condition and value of the vehicle, your income as compared to your obligations, etc.)which can impact the ultimate credit decision. We are very sorry we were not able to help you reach your refinancing goals but we operated in good faith throughout the entire process.  Thank you 

• Initial Complaint

  Date:10/17/2023

  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.

  Applied for reduction of car payment, gave all of my info, never received information regarding my approval or not

  

  Business Response

  Date: 10/23/2023

  Thank you for providing feedback. Auto Approve is proud of our customer service that has helped to earn us our A+ rating with the Better Business Bureau. We identified that you did not receive the level of customer service that we are known for. We sincerely apologize for this. One of our Sales Managers has already been in contact with you directly to further explain the decision on your application. If you have any additional questions or concerns, please reach out to him at the number he provided. Thank you!

• Initial Complaint

  Date:10/03/2023

  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.

  I refinanced my vehicle with autoapprove and PSECU bank when i briefly lived in ******* in early 2022. Everything went great until about a year later I got a threatening email stating I was in default and PSECU could take my vehicle or demand full payment of loan. I thought it was a scam so I called autoapprove and they told me it was from them and it was a real email and not a scam. After several calls back and forth with autoapprove and the bank I had refinancing with PSECU I mailed the title that didnt have the lein holder on it to PSECU bank. I had filled out power of attorney documents for autoapprove to fix the title as well. Then bank without my knowledge sent the title to autoapprove to have the title fixed. Yesterday, I was called by autoapproved again telling me to take my vehicle to get a VIN inspection for registration in ******, saying I was registered in *******. I got very upset since I have told autoapprove numerous times I live in ****** and the vehicle is already registerd in ****** going on 2 years now. The man says my account wasnt properly notated and it didnt say I live in ****** and that to many people had been in the account. The man then was trying to pay me $50 because they keep messing up. Then he tells me they will have the vehicle retitled by November 2023. I just called the bank PSECU to find out what is going on and they are supposed to have a manager call me back even though I spoke to a manager about 2 months ago and I thought everything was fixed after I mailed them the title. I am afraid my vehicle is going to get taken because of autoapprove incompetence even though I have made every payments, never late.

  

  Business Response

  Date: 10/10/2023

  Thank you for providing feedback. We have researched your account and identified that your title work has been completed. We had notified your new Lending Partner (LP) last week upon its completion and an attempt was made to reach you by phone on October 6th. There were some unique challenges related to your title work but we can assure you that your vehicle was not at risk of repossession due to the title related delays.  The letter you referenced simply pointed out the obligation under the contract to assist with the titling process. We are sorry for any confusion that resulted from that communication. A member of our Titles Team has been in contact with you to provide you with a resolution for the inconvenience you experienced. Thank you again for bringing this to our attention.

  Customer Answer

  Date: 10/10/2023

   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.  Although I have no proof that it has been completed as the company is stating. 

• Initial Complaint

  Date:09/11/2023

  Type:Customer Service 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 letter that I qualified for a lower payment. Worked with Bill we were approved but our payment was only $6 less. We told him over and over we did not want the extended warranty! He gave us these excuses. First, its not a problem to cancel the warranty, they will refund it to you and you will have more money in your pocket. I still said no and wanted to know what my payment would be without it, he would never tell me. Second excuse is it part of the deal to refinance. Which is not true. And we should keep it because he worked for ********** for 6 years and our 2020 Passat will break down and it will be expensive. He misrepresented this in order to up his compensation on the deal. I requested several times to take it off and he wont return phone calls now. I called yesterday and ****** in **************** said the bank hasnt even received the deal and it will be a week or so until its funded. My current lender is calling for payment. **** said oh just make a payment and we will refund you if its overpaid. I dont believe that because he used a higher number on our loan amount on the paperwork than we actually owed on it, his response is we always over inflate that and we will refund your money. This has been an absolute nightmare.

  

  Business Response

  Date: 09/19/2023

  Thank you for providing feedback. Auto Approve does offer products, such as GAP and Warranty, however they are completely optional and not conditions of the refinance. We researched your account and did not identify any point where your Loan Consultant told you the warranty was required. We apologize for any misunderstanding. Additionally, the reason you saw an increase in your payoff is because we use a 45-day payoff quote to make sure we are accounting for any unforeseen delays in processing. Any overage resulting from our payoff to your previous lender, as well as any overpayments you may make throughout the refinance process, should be refunded directly back to you from your previous lender. A member of our team has already been in contact with you to achieve a resolution, and you indicated to him that you were satisfied with the outcome. If you have any additional questions or concerns, please reach out to him at the number he provided. Thank you again for sharing your experience with us.

  Customer Answer

  Date: 09/21/2023

   I am rejecting this response because:
  
  He in fact did, I will provide you all text messages if needed. This is a disaster! It was no misunderstanding. I cant even get anyone to call back. I keep getting emails from a credit union saying that I have a loan with them. Im about ready to say if I do just come take it because I dont know whats going on and nobody is calling!!! I wish I would have never got caught up with this company. 

• Initial Complaint

  Date:08/16/2023

  Type:Billing 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.

  Around early August I received promotional material from Auto Approve claiming that based on my credit profile they had pre-approved me for a ****% rate if I refi'd my auto loan with them. I figured that was not possible given the current financial climate but called anyways. After talking to the initial representative on the phone she assured me that I could fill out an application over the phone and see where it went. On that phone call she did let me know they'd be pulling my credit but that it would not be a hard inquiry and would not impact my credit score.About a day later I get a call from a loan officer at the company saying that I had been approved! They "managed" to get me an 8% rate on a 72 month loan term, lowering my payments by a whopping $25/month (they advertised a near 3% rate drop and $61/mo savings). After a short conversation the loan officer let me know what documents he'd need to move forward and we hung up. I then let them know the next day I was planning to shop around given they fell pretty far short of what they said I had been "pre-approved" for. The following day the loan officer then tells me that I could certainly do that but they had already pinged my credit with a hard inquiry and if I shopped around that would continue to happen. I immediately told him I was no longer interested due to the fact that I was EXPLICITLY told there would be no hard credit inquiry and that there was no real benefit for me to refinance given the poor loan terms they offered me compared to what I was "pre-approved" for. The loan officer then began arguing with me about that fact and I ended the conversation.

  

  Business Response

  Date: 08/24/2023

  Thank you for letting us know about your concerns. On the initial call, our employee first read you the following credit authorization statement: Before we can perform a prequalification inquiry of your credit report, I need your authorization. This soft inquiry will be viewable only by you and will not impact your credit score in any way. Please confirm your authorization to access your credit report for prequalification by pressing the pound key now or by saying yes. After you verbally responded Yes, our employee completed the application with you. They determined that we had a potential lending partner to refinance you, so our employee then read you a second credit authorization statement: I have everything needed to submit your application to our ***************** You will need to authorize the Lending Partner to access your credit report 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 pressing the pound key now or by saying yes. After you verbally responded Yes, the employee advised you that your Loan Consultant would get back to you in about 48 hours with a decision on your application from our lending partner. Your Loan Consultant presented an offer that did not meet your goals and you let them know you would not be proceeding with the refinance. The credit authorization statements were provided to us by the credit reporting agencies and are required to be read verbatim. Due to the fact that proper credit authorization was obtained, there is no basis for our Lending Partner to request that the hard inquiry be removed. A member of our Compliance Team has already reached out to you directly, offering to play you the call recording but you declined. If you would like to hear the recording played back, please reach out to us at the phone number provided we will be happy to play it back for you.Thank you again for the opportunity to respond to your concerns.

• Initial Complaint

  Date:07/28/2023

  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 have been trying to finish the refinance process through Autoapprove that began last October. The company seems exceptionally inept. They requested the same information (insurance, VIN, registration, license, et al) approximately four or five times, and I repeatedly sent the information I had previously sent. Ten months later, they demanded a "perfected title," and gave me no information about from whom I should obtain it. At length, I gave them the purchase agreement for the vehicle and they have accepted that (for now). Now they demand a VIN inspection. ******* DOT no longer does these inspections; I would have to pay someone $150 for the service. I don't know what's going on with them but I've never seen such a clown show.

  

  Business Response

  Date: 08/07/2023

  Thank you for providing feedback. When we assisted you with your finance, all of the information provided to us indicated that the vehicle was titled in *******. We didnt discover that the vehicle was actually titled in ************ until we were trying to perfect your new lenders lien on the title.This created some extra steps in the process in order to complete the title,which contributed to the delay. We sincerely apologize for the inconvenience this has caused. Our *****s Team is working diligently to complete your title as quickly as possible, and one of our Sr. ***** Specialists has been, and will continue to be, in touch with you to work out a resolution. Thank you again for bringing this to our attention. We sincerely value you as a customer!

• Initial Complaint

  Date:07/26/2023

  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 was leasing my ***** cx5 through Chase when I decided to finance the car at the end of my lease. I used Auto Approve last December to do so. Fast forward 8 months later making payments on my new loan when I go into the *** to renew my registration. They tell me they cannot renew my registration without an updated Title as it was still showing *****. I have called the credit union the loan was through only to find out the issue is with the work auto approve did. They have been sitting on my file for 8 months without trying to fix the problem they created. I have not been able to drive the car for the last couple of weeks and they have said they submitted the correct paperwork now to get this resolved but that they are waiting on the ** *** for their processing which could take 20 days. They could have done this how many months ago?!?!? They have left me high and dry now for would could be a month and a half of not being able to use my vehicle that I am paying for. This is outrageous and all I have received is a sorry. Im unable to drive my car because of them-not from something I did. I have provided everything they have asked for including reaching out to them when I received a letter in the mail saying they needed me to contact them. When I contacted them the person on my file said I was all good and they had things handled which obviously now I know was a lie. They explained I could drive the car and have them pay for any fines if I were to get pulled over. Yet I would not only have fines I would risk my car being impounded in a lot until they can provide proof of registration to remove the vehicle.

  

  Business Response

  Date: 07/31/2023

  We appreciate you taking the time to let us know about your concerns. We identified that the delay was caused due to an administrative error. We have addressed this error internally and sincerely apologize for the inconvenience it has caused. Our Titles Team is working diligently to ensure that your title is completed as soon as possible. Additionally, we identified that one of our Senior Titles Specialists has been in contact with you to achieve a resolution to your concerns regarding your auto loan payment and any potential out of pocket costs associated with the lien perfection delays.Please reach out to him if you have any additional questions or concerns. Thank you again for bringing this to our attention. We sincerely value you as a customer!

• Initial Complaint

  Date:06/22/2023

  Type:Delivery 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 promotion in the mail about refinancing my car; called the number and spoke with a representative who took all my personal information and assured me that I would receive a response within 2-3 business days. It has been weeks and I have not received any response or information regarding the refinancing. I have contacted the agent several times via text, phone, and email with no response from him. When I call ************** I keep getting disconnected. Not sure if this company is legit and very concerned that they have my personal information.

  

  Business Response

  Date: 06/28/2023

  We appreciate the opportunity to address your concerns.Excellent customer service is a top priority of ours at Auto Approve, so we sincerely apologize for the delays in hearing back from your Loan Consultant.We reviewed your account and determined that there was an administrative error that resulted in the delay in your Loan Consultant getting back to you. We are not aware of any issues with our phone system that would have resulted in your calls being disconnected but are sorry that you were not able to reach someone. One of our Sales Managers has made multiple attempts to reach you (has left voice mail messages, etc.) but has been unsuccessful. We would love the opportunity to address your concerns with you directly. If you wish to discuss your concerns in further detail, please reach out to the Sales Manager at the number he provided. You may also contact our **************** team at ************ and ask to be connected to a Sales Manager. Thank you again for allowing us to respond to your concerns; we sincerely value you as a customer!

• Initial Complaint

  Date:06/05/2023

  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 did not authorize a hard inquiry into my credit, yet one was done.

  

  Business Response

  Date: 06/09/2023

  We appreciate the opportunity to respond to your concerns. We reviewed the recorded calls and identified that the following credit authorization statement was read to you:
  Before we can perform a prequalification inquiry on your credit report, I need your authorization. This soft inquiry will be viewable only by you and will not impact your credit score in any way. If you decide to proceed with an application, our lending partners must review your credit to provide you with a firm offer. Their review will appear as a hard inquiry on your credit report. Do you provide authorization for Auto Approve, and its lending partners, to review your credit profile for the purposes I have described? We identified that you had replied Okay after the Loan Consultant (LC) finished reading that authorization statement. Additionally,at the conclusion of the call, your LC said Thats all I needed here. So, what Ill do now is Ill go ahead and submit this over to our lending partners so we can get an offer here. We have been trying to reach you so we could play the recording of the applicable portions of that phone call for you but have been unsuccessful. We will continue to try to reach you but you may also respond to the text or phone message left by a member of our Compliance Team and we will be happy to play the call for you, if you wish. Thank you again for giving us the opportunity to address your concerns.