Complaints

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:06/21/2023

  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 am a new customer with Flagship and I have been calling 2 different customer service numbers in order to speak with a live agent to gain my account number. However, I either have to have my account number already or I am hit with an automated message “The service you are trying to reach is unavailable. Please try again later.” I’ve been receiving that message for 2 weeks now. I have emailed and never received a response. So I decided to send another email today in hopes I’ll get even an automated reply instead of just being completely ignored. I even tried to get with technical support but the same automated message was given to me. I also tried to use the chat feature on their website and it even says it’s not in service at the moment. With me trying every way to contact them, besides physical mail, I will be calling the Department of Insurance in my state today so that I can file a complaint. I am not trying to pay any late fees or any other unnecessary charges that are not my responsibility. Flagship please get better ownership and management because this is completely unacceptable and it has already made me a very disgruntled customer. In this moment of time I will not be recommending this company to ANYONE. It’s very unpleasant for me to be in this situation because I am a responsible adult and my bill isn’t due yet however, I just want to set up my payment info so there aren’t any issues when my bill is due in the future. Also, one of the phone numbers I’ve been calling is the one listed on the BBB’s website for Flagship so hopefully Flagship responds back within the 14 day window. I will be taking screenshots of how many times I’ve called the different numbers from now on. I’m so hopeful that this can be resolved.

  Business Response

  Date: 07/05/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

• Initial Complaint

  Date:06/20/2023

  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 called two weeks ago to have my payment date changed. The rep ensured my date was changed and would reflect on the portal by the end of the week. I called multiple times after that and was told the same thing. The portal still reflects my old payment date and now it says I’m past due. I’ve never had issues with them until now, and calling and emailing is pointless. I’ve emailed twice and have gotten no response. The new portal is not user friendly whatsoever. I just want my information reflected correctly. Starting to regret going with this company. 

  Business Response

  Date: 07/03/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

  Customer Answer

  Date: 07/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:06/19/2023

  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.

  Due to a financial hardship ended up needing to voluntary surrender a vehicle back to the company Flagship Credit Acceptance back on May 25th 2023 it is now almost a month later and have not received any communication or correspondence pertaining to the voluntary surrender and when the company would be taking possession of the vehicle. The company appears to be practicing unethically by consisting changing dates on the current account to keep the account open so that they are able to continuously report the account a delinquent to credit bureaus instead of actually proceeding along with the voluntary surrender as they should have so time ago. There is no reason as to why the voluntary surrender process has been consistently prolonged other than the company itself taking part in shady and unprofessional business practices.

  Business Response

  Date: 07/03/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

• Initial Complaint

  Date:06/19/2023

  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.

  Been contacting company for over 2 weeks and waiting for ********************* to contact me. I’m requesting an itemized statement because the portal doesn’t provide one and neither does the payoff statement. I need an itemized statement that lists: Type of loan Vin #Make and Model monthly payment amount current due Current due date past due amounts Past due dates Total payoff amount

  Business Response

  Date: 07/03/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

  Customer Answer

  Date: 07/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because: I still have not received the requested documentation. 
  
  Regards,
  
  *********************
  

  Business Response

  Date: 07/28/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

• Initial Complaint

  Date:06/18/2023

  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.

  The creditor block you from making split payments on the website. If you would like to make separate payments for amount that equals full payment you can not. Its like you pay all or nothing. Which can cause the customer to become defaulted on their loan. They also add your payment that is not due until the next month onto your account on your payment date. For example, my payment is due on the 15th of the month, but when I go to pay my loan on the 15th of the month, it states that I owe two payments when I only owe the one payment. Therefore, its showing up as if you are behind on your payments when youre not.

  Business Response

  Date: 07/05/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

• Initial Complaint

  Date:06/17/2023

  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 purchased a vehicle dec of 22, it is now June of 23. I have been trying to get this company to send me a copy of the title so I can register the vehicle. I spelled out the email address for the title request to the rep who then proceeded to tell me I might have spelled it wrong when I put it on the email (I read it from my sent box). My county tax office send a title request as well a month and a half ago and still nothing. I emailed a request to a supervisor who verified that she received it May 1 and still nothing. Her name is ****************************@flagshipcredit.com

  Business Response

  Date: 07/03/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

  Customer Answer

  Date: 07/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  it is now July 9th. The state of California indicates that they mailed the copy of the printed title to flagship credit 7 June to 

  flagship credit acceptance 

  P.O. Box ***

  wilminton Ohio *****

  as of my last conversation with flagship their customer service staff still has no record of any action on my account. 

  Regards,
  
  ***********************

  Business Response

  Date: 07/28/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

• Initial Complaint

  Date:06/17/2023

  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 need to know who I contact if I want to pursue my legal options. Since May 18th, I have been desperately trying to get my account fixed!!!! Your system says my payment was returned. I have sent bank statements TWICE. I have sent screenshots TWICE. I have had 5 different people tell me they would get this fixed. I had an extension filed for February and March. I accidentally forgot the make the payment in April and then made two payments in May. The amount that came out of my account was for $718.39 For some reason, you guys marked that payment as RETURNED. I HAVE SENT PROOF MULTIPLE TIMES THAT IT WAS NOT RETURNED!!!!! My credit is now affected negatively. I was in the middle of getting a loan approved for in vitro fertilization. A process that we have been prepping YEARS for. This ordeal has now ruined our chances at having a baby. Your company has been completely unprofessional. I dont trust your company at all with my money. I refuse to give you another dime until you find my $718.39!!!!! This is disgusting and inexcusable. FIX IT IMMEDIATELY.

  Business Response

  Date: 07/03/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

• Initial Complaint

  Date:06/13/2023

  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 have no personal dealings with this business. I have not been listed as a contact person for anyone and this business continues to call my phone.

  Business Response

  Date: 06/28/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

• Initial Complaint

  Date:06/04/2023

  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.

  Let’s start off with the “New Portal” they set this new portal payment site. Worked great for about 4 months. I always made my payment on time and scheduled. 2 days before I could not enter the portal, tried again one day before and still nothing. Portal said it was on maintenance. It was Saturday, I work a very busy schedule and could only get a few tries during my day to call them. When I did, “the day it’s due” I couldn’t even get through the operator machine, it was very difficult for me. I said “well this will affect my credit forsure” I tried the next day, already late. The portal was still having issues, I would log in, but it denied me making a payment. I said well let’s call them again, and again and again… I just couldn’t get through the operator machine. At this point im two days late into the payment and cannot get a hold of no one. This is sad, really it affected my credit and will pass along the bad services to my fellow friends about Flagship. Let me mention I also tried calling the “number” given to call when the portal was down. Had no luck with that one either. I hope this gets around to them, and will contact me as soon as possible.

  Business Response

  Date: 06/19/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.

• Initial Complaint

  Date:06/01/2023

  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 have had so many problems with this company. For one, there is no ladder to climb to reach management. You are just stuck with a representative telling you the same thing over and over with no resolution to you issue. If I want to be able to speak to someone in charge I should be able to. My current issue is that I sent a payoff check to this company overnight certified mail, and they have not been able to find it. We’re talking almost 10 grand. I have contacted the post office who gave me the name of the person who signed for it. Flagship still cannot locate the check. This has been going on for over 2 weeks. In the meantime I continue to get harassing phone calls several times a day demanding a payment immediately. This is unacceptable! I keep being told to be patient while investigation is completed. Funny, they were not patient with me while harassing me for payment and seem to have no problem to continue to harass me even though they have the payoff amount. They even contact deceased co-signer even though I provided a copy of the death certificate months ago. Talk about tacky. I just want them to apply my payment and be done. I need the title because I am selling the vehicle and this is holding up the sale!

  Business Response

  Date: 06/19/2023

  We appreciate you bringing this matter to our attention. As Flagship Credit Acceptance LLC (Flagship) values its customers, it takes each review seriously and welcomes the opportunity to assist its customers as effectively as possible. While Flagship cannot respond publicly to the customer's allegations out of respect for the customer's privacy, Flagship has completed a thorough investigation of the customer's concerns.
  
  A written response, a copy of which is attached, may be provided to the customer. We ask the customer to contact us directly should there be any additional questions or concerns.