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:11/08/2022

  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.

  Hi, I did a lease rollover from ***** Auto lease to a new loan company with the assistance of Auto Approve. This was done in August or September of 2021. I had multiple conversations with their Auto Approve CSRs, signed documents, sent checks and basically did everything they asked me. I was approved by the new loan company and began making payments about 13 months ago.However this transaction was never actually registered by Auto Approve with the ** MVC and currently ***** financial is listed as the owner of the vehicle. not me. I did not become aware of this until I recieved a registration renewal for the Vehicle listing ***** as the owner. I reached out to Auto Approve and ***** financial back in July 2022 (four months agp). and since then have heard nothing other than they are requesting a title from ** MVC, I am unable to get a status from ** MVC because I am not the owner of the vehicle.My car is currently unregistered because I am technically not the owner of the vehicle I am driving. I dont know how these guys can collect all of this money and not do what they are supposed to do with it. Has ***** been paid? what about the sales tax to ** that I have to pay? What has happened to that?My request is simple. Auto Approve and ***** have had 14 months to process the paperwork on a fairly straightforward transaction. I just want them to do their jobs and finish it so I can legally own and register a vehicle that I have already made several thousand dollars in loan payments on. and quite Frankly I am tired of them pointing their fingers at ***** Auto and ***** Auto pointing their fingers at MVC.

  

  Business Response

  Date: 11/21/2022

  We appreciate the opportunity to respond to your concerns. Unfortunately, ***** initially filled out the back of the title incorrectly after receiving the payoff from Auto Approve. They put the name of the person being dropped from the title as the 1st Buyer, voiding that title. ***** had initially requested a duplicate title back in July and we were told it could take up to 8 weeks. The *** advised us on Oct 13th that it was issued on Sept 29th,but they could not tell us when it would be mailed out. During a conversation with ***** on Nov 8th, we were told that they were still processingthe duplicate title and advised us they believed it would be completed by Nov 15th. We need this title from Chase to process the lien add for your new lender as well as the removal of the individual who was being dropped as part of the lease buy out/refinance. We have been working diligently to obtain the needed documents from ***** as we understand the inconvenience and issues that these delays have caused. Once the duplicate title is received from Chase (we will need an updated picture of your insurance card the one we have expired),those documents will be filed with the ***. The processing time in ********** is approx.13 days. With respect to the taxes, they were sent to Chase (along with the payoff balance) back on Sept 1, 2021. ***** should have paid the taxes to the state on your behalf. We are so very sorry again for the unexpected delays.A representative from our Titles Team will be reaching out to you to keep you appraised of the status of the title. Thank you. 

• Initial Complaint

  Date:10/27/2022

  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.

  Beware! Over a phone call I was told that I was approved to refinance. I even double checked and asked him if I for sure was approved. He said yes, and our phone call was recorded. He said it would take about ******************************* because they are short staffed. He asked if I wanted to go ahead with the approval and I said yes. They texted my the next morning and said we are not approved to refinance. Therefore a hard inquiry was placed on my credit for no reason. My credit is already not the best and ** trying to fix it, and this just added to the mess. Do not tell someone one thing, just to do it differently.

  

  Business Response

  Date: 11/02/2022

  We appreciate the opportunity to respond to your concerns. Our primary purpose at Auto Approve is to try to help customers reach their refinancing goals. With your permission, we performed a soft inquiry of your credit, requested specific information regarding the vehicle to determine its value, confirmed income and income sources, etc. in order to pre-qualify you based on the eligibility criteria of our ***************** You were prequalified so your application was submitted for approval by one of our ***************** We do not submit an application to a Lending Partner unless we believe the application may be approved, based on the eligibility criteria of that lender.The lender may decline the application, as they did in this case, based on their independent review of all of the information in the application and in the supporting documents we provide to them. The Loan Consultant you were speaking with did indicate that he believed your application would be approved because the information available to him appeared to meet the eligibility criteria of that lender. He did not promise it would be approved, however, since the Lending Partner must make the final decision.  We are very sorry that we were not able to obtain an approval of your application but it was submitted in good faith and the Loan Consultant did strive to obtain an approval on your behalf. Thank you again for allowing us to address your concerns. 

  Customer Answer

  Date: 11/02/2022

   I am rejecting this response because:
  
  I understand, but he did confirm it would be approved. If you listen to the phone call, he said we Can approve, and I even said for sure? And he said yes. And I did give him permission to submit the application, I know about the soft inquiry. but I didnt understand that it had to be sent to another person for approval. Ive never done this before and it wasnt explained very well to me. I thought it was approved for sure, or else I wouldnt have put it though. Just wanted to clarify. 

  

  Business Response

  Date: 11/03/2022

  We did review the calls and your Loan Consultant did say he believed you would be approved but did not promise that you would be. We can only pre-qualify customers based on our **************** eligibility criteria but the lender has the final say in approving or declining a credit application. We require that all of our Loan Consultants read (or text) the following credit authorization statement to all of our customers so they understand there will be a soft inquiry for prequalification purposes but if an application is submitted, the lender must perform a hard inquiry in order to provide a firm offer of credit - 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. If you decide to proceed with an application, our **************** 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 **************** to review your credit profile for the purposes I have described? Your Loan Consultant did read this statement to you and you did reply, "yes". There is simply no way to obtain decision on a credit application, or to receive a firm offer of credit, without the lender performing a hard inquiry. We are very sorry again that we were not able to obtain an approval for you at this time.  Thank you  

• Initial Complaint

  Date:10/17/2022

  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.

  Auto approve helped iniate the loan. They did that, however that was in April 2022. This is October 2022, I still dont have a Title. In ******** the Title goes to buyer! In the beginning they put Auto Approve on title and it was rejected by the *****************. Auto Approve continues to lie to me. Last conversation on Oct 10. They said they were overnighting it to me. I still dont have my Title!

  

  Business Response

  Date: 10/25/2022

  Thank you for the opportunity to respond to your concerns. We apologize for the delays you have experienced in getting your vehicle titled. The most significant delays were the result of the previous lease holder *********** Finance) failing to send us the title and other necessary documents, despite our numerous requests and follow up. When they sent them to us in May, they were improperly completed (listed Auto Approve as the buyer) so we requested corrected documents. They also failed to note the sales tax we sent to them, so we had to ask them to send us an updated bill of sale yet again. At no time during these conversations did they state that the payoff was short but once that was identified (you called in), we sent them a check immediately (on 6/10).When we finally received the corrected forms from **** we had to reach out to you for updated documents since what was initially provided had expired. We have experienced similar issues with *** in the past, which is why we no longer refinance existing leases with ***. We listened to the call you referenced and the agent appears to have responded to your request to send you the incomplete title so you could process it yourself, which was not an option since we needed to pay the taxes again, attach the necessary documents (bill of sale from ***), etc. We believe the agent simply misunderstood your request. We understand you have been waiting to sell the vehicle so if you provide documentation of the offer you received back when you initially wished to sell the vehicle, as well as documentation of the offer you receive once the title is completed, we would consider paying you the difference between the initial and final offer (to cover any loss you experienced as a result of the delayed perfection of the title).A member of our Titles Team has been in regular contact with you and will continue to provide status updates. We value you as a customer and thank you again for reaching out to resolve this matter. 

• Initial Complaint

  Date:10/06/2022

  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.

  On September 23,2022 I requested a loan refinance. Then received a text from ********************* requesting all my loan amount and auto information. I sent information through text. Since then this company has not gotten back with me regarding my loan approval. Ive Text ********************* and he doesnt seem to care. I am beginning to to think its a scam.

  

  Business Response

  Date: 10/13/2022

  Thank you for providing feedback. Auto Approve takes great pride in the customer service that we provide to our customers, so we are very sorry there was a lack of follow-up by your assigned Loan Consultant. We strive to provide consistent customer service throughout the process, so this will be addressed internally. We apologize again for the lack of follow up on our part.In terms of the security of your personal information, Auto Approve does not share or sell customer information and we do not use anyones personal or private information for any purpose outside of the refinance. We also implement the strictest information security measures available. On October 10, a Manager did reach out to discuss your concerns with you and to ask whether you wished to proceed with the refinance process. Our records indicate you did wish to proceed and have since been contacted by a new Loan Consultant. We appreciate you continuing to work with us, and we sincerely value you as a customer! ********************** uses all feedback to help us improve our process so we thank you again for taking the time to let us know about your experience.

• Initial Complaint

  Date:09/07/2022

  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 gave all my information to the loan officer. I was told last month that it was approved. I haven't heard from anyone since except the lady who called and asked if I was still interested in applying for a loan. Is this company even legitimate?

  

  Business Response

  Date: 09/23/2022

  Thank you for providing feedback. Auto Approve takes great pride in the customer service that we provide to our customers so we are very sorry there was a lack of follow-up by your assigned Loan Consultant. We strive to provide consistent customer service throughout the process, so this will be addressed internally.We apologize again for the lack of follow up on our part. In terms of the security of your personal information, Auto Approve does not share or sell customer information and we do not use anyones personal or private information for any purpose outside of the refinance. We also implement the strictest information security measures available.On Sept. 12th, a Manager did reach out to discuss your concerns with you and to ask whether you wished to proceed with the refinance process but it appears they were not able to reach you. We would love to have the opportunity to help you reach your refinancing goals but understand we need to regain your trust. If you are still interested in refinancing, please contact us at ******************************* and a member of our team will be happy to help you. We use all feedback to help us improve our process so we thank you again for taking the time to let us know about your experience.

• Initial Complaint

  Date:09/01/2022

  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.

  Called gave info Couldn't get any answers for two weeks finally told me I was approved waiting on paperwork then said loan was with provisions needed copy of taxes for last two years got them then was notified that they decided to decline after I was already approved They ruined my credit put a hard inquiry on my credit report and will take me months to recover Then decided not to refinance even though I had good credit good payment history and no late payments for years They ruined my good credit then denied me for no good reason

  

  Business Response

  Date: 09/09/2022

  Thank you for allowing us to address your concerns. We strive to help all of our customers reach their refinancing goals. There is no guarantee that being pre-approved will result in a final approval as the lender will have access to information that *** not be available during the pre-qualification process. They *** also decline a credit application if they determine that the customers income does not support the amount the customer is seeking to refinance (based on their lending criteria). We do not submit applications to our lending partners unless we believe that the application *** be approved. If we determine that we do not have a lending partner that *** be able to assist our customers, we let the customer know and do not forward their application. In this case, we believed that we could get the refinance approved or the application would never have been submitted. We are sorry that the lender determined that you did not quality based on their underwriting criteria but the application was submitted in good faith. We are again sorry that we were not able to help you with your refinance at this time. Thank you  

• Initial Complaint

  Date:08/29/2022

  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 contacted Auto Approve based on a letter I received indicating that I would benefit from refinancing my auto loan. On 8/16/22 I spoke with a representative who indicated that they needed some information from me (drivers' license, auto registration and insurance), and would do a "soft" check on my credit prior to doing the final check for approval. To date, I've heard nothing from the representative with whom I talked, but have received three letters from credit unions which told me I was not eligible to get a loan with them. One went overboard with all kinds of information indicating supposed problems with my credit. I noted that this inquiry showed a lower credit score than I've had this year, and indicated that the reason was I had too many recent inquiries (which I did not approve. I've had to send a text message to the representative asking that they discontinue sending inquiries, as I'm no longer interested in refinancing, and that my credit score had been hurt by the inquiries they made. Also, one company has sent me two letters indicating I am not eligible to become a member of their credit union (I would assume that most credit unions have a similar policy). Why would this company refer clients to credit unions for refinancing?

  

  Business Response

  Date: 09/07/2022

  We appreciate the opportunity to address your concerns.  We have reviewed the recorded phone calls and the Lon Consultant (**) did read the following credit authorization statement, to which you responded yes -  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. If you decide to proceed with an application, our **************** 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 **************** to review your credit profile for the purposes I have described?. The ** also specifically stated that they would be submitting your application to our Lending Partner to obtain a firm offer of credit. The initial application was declined so the ** submitted the application to two additional ****************, who also declined the application (the third application was submitted after the second was declined they were not submitted at the same time). We strive to help customers reach their refinancing goals and the ** was attempting to assist you by obtaining an approval of your application. We understand, however, that it may not have been clear that we would attempt to find a different lender if the application was initially declined. We will be reaching out to two of the **************** who received your application,asking that they request the removal of the recent hard inquiry. Thank you again for letting us know about your concerns and we hope this resolution is satisfactory to you.

• Initial Complaint

  Date:08/29/2022

  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 had a car leased through **************** Finance. To turn in the lease would cost me about $500, however if I purchased the car, I could then sell it to a dealer for about $4000 more than the buyout. It is unfortunate that **************** Finance does not allow you to sell the car to a third party. My only choice was to take out a loan and buy the car, then sell it to the dealer.I contacted Auto Approve and explained that I really didn't care anything about the loan except that it was FAST and had no prepayment penalty because I was going to turn right around and sell the car. I was assured it would be fast and no prepayment penalty.They shopped for a loan and offered up ********************** Rate didn't matter because I was going to turn right around and sell the car paying off the loan. Loan documents were sent and I immediately sent them back and executed the loan.That was 4 1/2 months ago. Veridian ************ says that Auto Approve is responsible to move the title from ****** to the State for filing and then to Veridian.I am unable to sell the car until the title transfers. I have been waiting 4 1/2 months. During that time, the value of the car has dropped close to $1000 and I have now made 3 payments on the car. I call Auto Approve several times a week. The update is always the same. Whatever the problem is, "It just so happens that they had an update just before I called that all was good again". Lost ***** of ********* Need for new insurance Card. It goes on and on. Now they are blaming a company called ************** who physically moves the title and they say there is NOTHING they can to to escalate it.I ask to speak to a person in Title Escalation (it's funny they have a department by that name). They are never available and they never return calls.I was told today by the agent that I just have to wait - - no matter how long it takes!

  

  Business Response

  Date: 09/07/2022

  We appreciate the opportunity to respond to your concerns. Our Director of Titles contacted you directly to discuss the unexpected delays that we experienced in perfecting your new lenders lien and to provide an update on the status of the title. As of the date this response is being provided, the title and registration have been completed. We are very sorry you were not immediately contacted in response to your requests for an update on the status of the title process. The company mentioned (Wolters Kluwer) is the vendor that handles all of our title processing. It is true that we cannot change the processing times of the local titling office (e.g., DMV) but we do request expedited processing when it is available. We will be honoring your request to receive a refund of our fees related to the refinance and the funds will be sent to your new lender to be applied to your loan balance. We apologize again for the difficulty you experienced in obtaining regular updates on the status of your title. We use all feedback to improve our processes so we thank you again for letting us know about your experience.

  Customer Answer

  Date: 09/14/2022

   I am rejecting this response because:  I have no choice but to accept, however, I want Auto Approve to understand how their actions affect others.  I chose them because they told me they were fast.  I only refinanced the car to be able to resell it (see previous message for details on this).  What was important to me was that it was fast and no pre-payment penalty.

  I had a buyer for the car and was going to make $4000 on it.  During the period it took them, I ended up making 3 payments totaling $1000.  And now, the buy out on the car has dropped to $2300.  So, in essence, their delay cost me $2700!

  That's the difference in whether I can keep our house from foreclosure or not.  So, they need to understand that while it may not seem like a big deal to them when they take their time and waste their customers time, it means something to the customer.  In this case $2700 and the loss of a house.
  

  
  

• Initial Complaint

  Date:08/25/2022

  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 went through auto approve to do a lease buyout during the process they got me set up with Veridian credit union to do the buyout and it was completed. A month later when I had a payment due with the new credit union the lease company called me and told me that my account was in collections because payment was not received. I then called ******** who said that I would need to speak with auto approve. Auto approve then told me that ****** denied the third-party checks and that they were going to unwind The contract. After I talked to ******, ****** said that there was no check that had been received because they notate all payments received and if they are denied or sent back they notate the reason, they also said in my state they do accept 3rd party checks. So auto approve lied to me and said they denied the check when they never sent the check in the first place. Then I got stuck with 2 car payments and a late fee because of their lie.

  

  Business Response

  Date: 08/31/2022

  Thank you for the opportunity to respond to your concerns.We are sorry if the reason the refinance had to be unwound was not clearly explained to you. It is not that a payoff check was sent to ****** and they rejectedit but rather ****** will not accept a payoff check for a lease buyout when it is received from a party that is not an automobile dealer. We are sorry that it was not immediately identified that the lease with ****** was in a state in which ****** will not accept a payoff from anyone other than a dealer. This was identified by our Accounting Team after the refinanced loan had already been funded by ********************* (Veridian). We tried to identify a potential work-around but it was determined that ****** would not accept any payoff we sent to them and we would not be able to perfect Veridians lien on the vehicle for the refinanced loan. For these reasons, the refinanced loan was unwound and the funds were returned to Veridian. We understand the inconvenience this has caused you and we are working with Veridian to have any monies you paid to them returned to you. We are also asking that they remove their trade line from your credit report (if applicable). We will be happy to cover any fees or costs you have incurred as a result of this administrative error.  Please reach out to us at ************************************* and we will be happy to discuss this further.  Thank you

• Initial Complaint

  Date:08/19/2022

  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.

  I have been working on refinancing my car for 2 months with Auto Approve. I always have a hard time even connecting with my loan officer- no calls or texts or emails back after weeks of waiting for responses.This company has made me and my co-borrower have 2 hard inquiries on our credit because of taking so long and I do not want to do a 3rd hard inquiry for both of us because of yet another month spent not doing the paperwork.Also my car is facing repossession if this paperwork does not get finalized.My job needs me to have good credit in order to not be terminated and the security department again has been waiting 2 months for me to get my car's refinance paperwork from Auto Approve.

  

  Business Response

  Date: 08/29/2022

  We are so very sorry for the unexpected delays that prompted this complaint. There was, indeed, a period of time when your assigned Loan Consultant (LC) was unexpectedly out of the office but it is our practice to have another LC reach out to you to complete the process. It also appears that there was a period of time when it was not convenient for you and/or the primary borrower to provide certain information and/or documents. That said, we take responsibility for the unexpected delays on our side and are deeply sorry for the inconvenience this has caused you. It is always possible that payments will come due to a previous lender during the refinance process and we let customers know that if a payment is made that results in an overage (after the payoff is received) those funds should be returned to you by your previous lender. This prevents a payment from being reported late during the refinance process. A member of our Management Team has reached out to you and will stay in contact with you until this process has been completed. We will also send a letter to  you that can be submitted to your previous lender asking that any late payment reporting be removed since the delay was based on unexpected delays and was not the result of any action taken, or not taken, by you. We appreciate you continuing to work with Auto Approve to get the refinance completed. Thank you