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:06/05/2023

  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 received multiple pre-approval letters to refinance my auto loan. On May 17, I called the number on the letter and spoke to someone claiming to be *****************************. She asked some basic info and said I qualified for a refinance. She transferred me to a loan person by the name of *************************. I provided the additional requested info. He told me that only a soft credit report would be pulled that would not affect my credit report but there is a new credit inquiry on my report. He text me his contact info and said I would hear from him within 48 hours. I've called and text him at the number provided and have never heard from anyone at the company. I believe this company is fraudulent and running a scam. Possibly identity theft too!

  

  Business Response

  Date: 06/09/2023

  Thank you for taking the time to provide feedback. We reviewed our recorded phone calls and confirmed that a credit authorization statement was read to you, to which you replied yes, granting permission for our Lending Partner to perform a hard inquiry in order to provide you with a firm offer of credit.  A member of our Compliance Team reached out to you to confirm that authorization was provided and that you were informed that an application was being submitted, which you acknowledged.We did confirm the gap in follow up that you referenced and determined that it was the result of a miscommunication between employees. We sincerely apologize for the inconvenience. You have been in communications with your Loan Consultant and it appears your application was recently approved. We greatly appreciate you giving ** the opportunity to continue to help you reach your refinancing goals. If you have any additional questions or concerns, please feel free to reach out to ******************* member at the number they provided. Thank you again for letting us know about your experience!

• Initial Complaint

  Date:05/12/2023

  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 had my Jeep refinanced with Auto Approve last October and they were supposed to take care of my new registration for me. Ive been following up repeatedly about my registration and receive delayed responses and never a direct answer of why I havent received my registration yet or where they are in the process. My last request for an update was completely ignored. My current registration expires in June and I HAVE to have my new one before then. They have my title so I cant even go to the *** and just take care of it myself! Its been 7 months of repeatedly asking for someone to take care of this! I am desperate at this point for someone finalize the process before I end up not being able to drive because I dont have a registration!

  

  Business Response

  Date: 05/15/2023

  Thank you for taking the time to provide feedback.  We are very proud of our customer service, so we sincerely apologize for the difficulties you experienced trying to get answers to your questions. A member of the team has been in contact with you and explained the remaining items needed to complete the process. The team also provided a pre-paid *** label for the items to be returned. The team addressed your concerns internally as well and your account has been reassigned to a senior member of the team. The team is working diligently to complete your order as quickly as possible and will provide routine update. We greatly appreciate the opportunity to address your concerns. Thank you.

• Initial Complaint

  Date:05/01/2023

  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.

  The customer service for this company is **** POOR. I called on April 18 as a result of a pre-approval that I received in the mail. The man I spoke with was nice and asked for the information needed to proceed. I needed to provide me with a vin number and mileage so he stated he would be sending me a text after the call to provide that information in order to proceed. I never received that text. I called back a few days later and the phone was just ring. You would think as a business it would give you options to select however, at that time it did not. I keep calling until I was able to get someone on Apr23. This gentleman stated he did not see my account and just forwarded me to the voicemail of the person I was speaking to before. April 24th I was able to speak with a young lady who actually did her job and was able to enter in the info needed and gave me the number for a ********************************* as my Loan Consultant he would be the person providing me updates moving forward. I called ******** 3 times after I was informed that a hit was made to my credit to get an update and he NEVER returned or responded to any of my calls. I had to call the 800 number to speak with another representative who did nothing until I finally called back on 5/1 and spoke with a guy who actually took the time to tell me the results the findings. As a consumer, I should not have to call for two weeks just to get an update of what you should be telling me. Most reps don't seem to know anything going on with the accounts , yet when I call and get someone else I was able to be provided in depth with the information needed. The customer service is horrible and it leaves you wondering WHY would I do business with this company if I can't get a response on status. WHY would I put my vehicle and money with these people who cant seem to understand the simple concept of customer service, reliability, informing the customer, returning phone calls. It makes you feel like you gave your info for a scam.

  

  Business Response

  Date: 05/09/2023

  Thank you for providing feedback. We strive to provide the best customer service possible so we are so very sorry that you experienced difficulty getting answers to your questions. We determined that your assigned your Loan Consultant made an administrative error in our system that resulted in you not receiving a return call, as you should have. We sincerely apologize for this error and we are addressing it internally. We were able to determine that proper credit authorization was obtained from you prior to the application being submitted to one of our lending partners to review.  Unfortunately, we were simply not able to obtain an offer for you that met your refinancing goals. Again, the results of the application should have been communicated to you, as is our practice, but the error by your Loan Consultant resulted in you not being contacted. A member of our Management Team spoke to you regarding this matter and it was noted that your concerns have been addressed.  If you have any additional questions or concerns, please reach out to ** at ******************************* and someone will be happy to speak with you. Thank you.

• Initial Complaint

  Date:04/13/2023

  Type:Billing 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 with Auto Approve my existing $18,322.87 loan with Ally in November 2022. My contact at Auto Approve was ***************. He told me the fees would be included in the new loan amount, which is $*********. Pen Fed is t b e new lender. On November 12, 2022, Pen Fed electronically sent "********* to Auto Approve. The loan payoff amount of $17,509.03 was sent to Ally on December 1, 2022. The reason the payoff was not higher is when i purchased the auto from ******************, they required a cash downpayment of $2,300. I did not have that money to make tbe down payment, so I bad to borrow $2,300 by using my credit card. I am still paying on this thru my credit card. The difference between the $********* sent from Pen Fed to Auto Approve and the $17,509.03 sent be Auto Approve to pay off tbe Ally loan is exactly $2,300. I have left numerous messages requesting a call regarding this both with *************** and his supervisor, *************************. I have not received a call. Where is my $2,300?Please have Auto Approve send me my money.Thank you.******************* **********. **********************

  

  Business Response

  Date: 04/21/2023

  Thank you for providing feedback. We have identified that one of our Sales Managers has reached out to you directly to explain the breakdown of amount financed. They have indicated that you were satisfied with the explanation, and additionally, they are assisting you with cancelling your optional product. If you have any additional questions or concerns, please feel free to reach back out to us and someone will gladly assist you. Thanks.

  Customer Answer

  Date: 04/21/2023

   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.

• Initial Complaint

  Date:04/10/2023

  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 received a letter from Auto Approve saying they could lower my payment by $92 a month and skip 3 months of payments. I went online and gave them my personal information including my social and not only have I not heard back but no way to check since I am not registered on the online. This company has my personal information to whatever they want with it and no communication or ability to check status. I want to know the status and have someone accountability for having my person information as I fear it is now in the hands of a not legit company.

  

  Business Response

  Date: 04/10/2023

  Thank you for taking the time to provide feedback. At Auto Approve, excellent customer service is one of our top priorities. Based on our records, your assigned Loan Consultant did try to reach you a few different times (e.g., in the evening on April 6th and again in the morning on April 7th) but was unsuccessful. They did not try again over the weekend but did reach out again today, March 10th, , leaving a voicemail message and sending you a text message with their contact information.  In terms of the information you provided as part of your inquiry, Auto Approve does not share or sell customer information and we do not use anyones personal or private information for any purposes outside of the refinance. We also implement the strictest information security measures available.  We would love to assist you with your refinance so please feel free to respond to your Loan Consultant when you are ready to proceed. Thank you again for sharing your experience, we sincerely value you as a customer!

• Initial Complaint

  Date:04/07/2023

  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.

  I received a solicitation in the mail to refinance my auto loan and lower my payments. AutoApprove was initially very effective with communication and assisting. I was approved through PenFed and AutoApprove informed me that I would have the same warranty, gap coverage and have a 60 day waiver on payment. With a reduction in the payment.Great!I noticed on the docusign contract that the payment was not delayed 60 days. I inquired and was told by *************************** that he would have them correct the date and I would not need to sign a new contract, to simply proceed. Which I did. However, now the date is still not corrected with PenFed and I am told by AutoApprove it is doubtful it will change. I was misled on this information and would like a resolution.

  

  Business Response

  Date: 04/17/2023

  We appreciate the opportunity to respond to your concerns. We researched your account and listened to the recorded calls and have determined that your assigned Loan Consultant should have made it clear that you were approved for a first payment date of 45 days from the contract date and not 60 days, as initially discussed. This was not done with the intent to misleadyou but was instead an error made by your Loan Consultant in correctly communicating the date your first payment would be due under the refinanced contract.  A Sales Manager has reached out to you to discuss your concerns and indicated that you did not have any further questions. If you have any additional questions,please reach out to us at ******************************* and someone will be happy to speak with you.  Thank you again for allowing us the opportunity to respond to your concerns. 

  Customer Answer

  Date: 04/18/2023

   I am rejecting this response because:  You admit that even your recordings show that ***************************** informed me incorrectly.  Do take time to see that he did not just tell me this one time.  He repeated it and even said he would remind PenFed and I would not need to re-sign documents.  This shows a pattern and I am not satisfied with the response.  I continue to believe that AutoApprove has some liability due to me being misinformed multiple times.  The date I signed the contract + 60 days should be my due date.  If you cannot change it with PenFed (which is likely) then you should compensate me for the cost.  Thank you again.
  
  
  

  

  Business Response

  Date: 04/24/2023

  We are, unfortunately, unable to change your first payment due date with PenFed. Again, we sincerely apologize for the inconvenience caused by the administrative error made by your Loan Consultant. One of our Sales Managers reached out to you to discuss a proposed resolution and an agreement was reached that was acceptable to you. If you still have any questions or concerns you would like to address, please feel free to reach back out to us and someone will be happy to speak with you. Thanks.

  Customer Answer

  Date: 05/02/2023

   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.

• Initial Complaint

  Date:04/03/2023

  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 was trying to get my car loan payments and this company said that they could help me with that but they are taking to gosh darn long to handle this

  

  Business Response

  Date: 04/06/2023

  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. We identified that your assigned Loan Consultant was struggling with how to proceed with certain aspects of your application but failed to reach out for assistance.  We are very sorry that the account was not immediately re-assigned, as it should have been.One of our Sales Managers has already been in contact with you and has provided a resolution to your concerns. Thank you again for sharing your experience with us and for allowing us the chance to address your concerns. We sincerely value you as a customer!

  Customer Answer

  Date: 04/10/2023

   I am rejecting this response because:
  Auto approve was slightly approved by April 1st it needed to be honored ****** bank didn't accept it because the car was too old by one year whose responsible for this ? Please they should've approved this loan refinance 
  
  

  

  Business Response

  Date: 04/20/2023

  We sincerely apologize for the frustration this situation has caused you. We determined that there was an automated update in our system of record where, when your vehicle information was entered, the system automatically changed the year from **** to **** because none of our **************** refinance vehicles that are 20 years old or older. This system change was inadvertently missed by your Loan Consultant so they proceeded to submit your application with the year of the vehicle as ****, which resulted in the approval of the application.  Once the year of the vehicle was corrected, the application was denied due to the age of the vehicle. It should have been communicated to you at that time that we would not be able to assist you with the refinance based on the age of the vehicle. Unfortunately, we are unable to help you refinance your auto loan at this time due to the age of vehicle whether the application was submitted in January, or today. We simply do not have any **************** who will refinance a loan when the vehicle is over 20 years old. Additionally, Auto Approve is not a bank or a lender, so we are unable to extend a line of credit to you for this vehicle (as you had requested). Because we should have recognized that the age of the vehicle would have prevented any of our **************** from approving the application, we will be asking the Lending Partner to whom your application was submitted request that the hard inquiry be changed to a soft inquiry which is viewable only by you and does not impact your credit in any way.  A member of our Compliance Team will be in contact with you regarding the request to change the inquiry and to answer any remaining questions you may have. We hope this clears up any misunderstanding regarding this situation. Thank you 

• Initial Complaint

  Date:02/20/2023

  Type:Product 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 received a letter from Auto Approve about car payment reduction...I was a little afraid to give them my SS number so I told them I would check them out and call back...the guy gave me his direct line and I called 3 times he won't call back and when I call the number on the paper no one will help me since I already talked to the first guy and they are very RUDE!!

  

  Business Response

  Date: 02/20/2023

  Thank you for providing feedback. Auto Approve is very proud of the excellent customer service that we are known for, so we sincerely apologize that this was not your experience. We are reviewing the calls and communications on your account and will take internal action if necessary. One of our Sales Managers will be reaching out to you directly to address your concerns. Thank you.

  Customer Answer

  Date: 02/20/2023

   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.

• Initial Complaint

  Date:12/07/2022

  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 help me to refinancing my car and at the time they sold me a warranty and they have yet to send me any information on it I have talk to them three times in which they say I will have it in 5 minute but I never received it

  

  Business Response

  Date: 12/08/2022

  Thank you for the opportunity to respond to your concerns.  The warranty contract was included with the refinance contract that was sent to you via email when you signed the contract back in August of 2021. It would have come from DocuSign and may have inadvertently been directed to your spam/junk folder. More recently, it was sent to you via email on December 5th, when you called in to request a copy, and again on December 6th when you called indicating that you had not received the earlier email. Due to the word 'Approve' in our name, these emails may have been directed to your spam/junk folder in error.  We recommend checking that folder. for these emails  We will be sending the documents to you again on December 9th but we ask that you please check your junk or spam folder for the receipt of these emails. If you do not receive the email, please contact our office and we will have the documents sent to you by mail. Thank you  

• Initial Complaint

  Date:12/07/2022

  Type:Sales and Advertising 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.

  Auto Approve promised me 90 days off no payment when I chose their company to do an auto re-finance. On two separate occasions on two separate days, the 90 day timeline was communicated and confirmed to be the date set that my first payment would be due. ******, the loan specialist I worked with, confirmed the 90 day due date as January 25th on our call to confirm details. I then had to call ****** back a few days later to confirm that everything was moving properly as I had not heard from ****** since he received all my documents. ****** indicated that December 11th would be my due date but I reminded ****** that we had agreed to the 90 day due date of January 25th, 2023. ****** remembered and said it was his mistake but that he would fix the information immediately. I received a letter in the mail from the new auto financier, Veridian, towards the middle of November and the letter indicated my first payment would be due December 11th. I called Veridian to ask what happened to the January 25th date and I was told to contact Auto Approve for them to send over the correct information. ****** stated that it was his fault that the paperwork had been overlooked and that he couldn't do much about the date except restart the loan process and my interest rate would go up 1 point as the rates had gone up. I wanted to speak with someone else to remedy the situation and his name was *****. ***** indicated he would call Veridian and call me back by the end of the week. ***** did not reach out to Veridian. ***** did not call me back by the end of the week. I called Monday the following week and ***** would not take my call but rather he text me instead of calling. I called the company on six different occasions and was told I would get a call back but only received one call back. The company's solution is to send me a gift card for half a payment rather than work with Veridian to get the due date changed to the promised date of January 25th. No one tried to fix the situation.

  

  Business Response

  Date: 12/15/2022

  Thank you for providing feedback. We sincerely apologize for the administrative error that caused your first payment due date to be earlier than anticipated. One of our Sales Managers did attempt to work with ******** to change the due date for your first payment, but they were not able to change the date without creating a new contract, which would have negatively impacted your interest rate.  The Sales Manager texted you that information on 12/5. We often send information via text or email so that our customers will have a record of the communication. In an effort to offset the impact of the earlier due date, we sent you a check in the amount of $350.00 on 12/6 to cover a little over half of your first payment. We will also be sending an additional check for $326.77 to cover the rest of your first payment. We sincerely apologize for any inconvenience this situation may have caused you. Thank you again for bringing your concerns to our attention.

  Customer Answer

  Date: 12/19/2022

   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.