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:05/23/2023

  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.

  My car was stolen 11/28 with the surge of thefts with ******* I reported to flagship of what was going on I had been dealing with hardship for some time including homelessness so I was living out of my car for a lil bit but the car was recovered at the end of December it took me sometimes to handle things tickets were accumulated while the car was stolen so I had to get police reports for them to release the vehicle to me from the pound which took some time some I used my settlement money to pay my past dues and bring the account current on 1/11 on 1/24 I called to retrieve my vehicle flagship had taken the vehicle the week before I was not contacted that they retrieved the vehicle would not give the vehicle back without trying to charge bogus repossession fees although my loan was current at the time they picked it up theyve been continuously reporting false information to all of the credit bureaus

  Business Response

  Date: 06/06/2023

  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:05/18/2023

  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 am having a big problem with the business practice of this company. Just last month my payoff amount was $17,982. Without being late or missing a payment it magically jumped up to $18,200. This here is a problem. There is no reduction in the payoff. I am making no progress in the payoff amount no matter what I do. I just hit below $18000 after a year of on time payments where they are only putting $25 of the $485 I am paying monthly to the principle. Soon as I get below $18000 they magically jumped my payoff amount back over $18000. I need to speak to someone to fix this. This can't be legal I need them to fix my payoff amount immediately before I contact my attorney General for unfair business practices by this company. I have all of my statements they are all going up and down with no progress and without reason.

  Business Response

  Date: 06/02/2023

  June 2, 2023

  Dear *** ********:
  Flagship Credit Acceptance LLC (“Flagship”) received a consumer complaint from you via the Better Business Bureau’s Company Portal on May 19, 2023. You stated that your loan payoff amount was $17,982, but that it increased to $18,200 without being late or missing a payment. You explained that you are making no progress in reducing the balance, as only $25 of your $485 monthly payment is being applied to principal. You stated that you do not think this is legal, and you have all your statements
  showing the balance fluctuation. As a proposed resolution, you requested a billing adjustment. Flagship has conducted a thorough investigation of your complaint, the results of which are described below.
  By way of background, on February 26, 2022, you entered into a Retail Installment Sale Contract (the “Contract”) with International Auto Wholesalers located in Virginia Beach, Virginia (the “Dealer”) in order to finance the purchase of a 2014 ******** *** (the “Vehicle”). Flagship purchased the Contract from the
  Dealer. The Contract required monthly installment payments in the amount of $485.85 payable on the 1st of each month commencing April 1, 2022. Your due date was subsequently adjusted to the 16th of each month beginning on July 16, 2022. A copy of the Contract is attached for review.
  Regarding your concerns about how your payments are calculated, there are a couple key points to highlight within your Contract. First, you have a simple interest loan that accrues interest on a daily basis.
  Interest is calculated using the following formula: (a) the daily rate of interest (the interest rate, divided by the days in the year), multiplied by (b) the outstanding principal balance of the loan, multiplied by (c) the number of days since the last payment. Like most consumer finance companies, Flagship applies customer payments first to accrued and unpaid interest, second to outstanding principal, and third to unpaid fees. The key to paying down this type of loan is making the full installment payment on or before
  its due date every month. Doing so means the loan will amortize according to or faster than its original schedule and you will pay the amount disclosed in the Total of Payments section of your Contract, or less.
  As the outstanding principal balance reduces and full payments are consistently made on their due dates and in the amount due, the portions of the payments that are applied to interest will decrease, leaving more to be applied to principal.
  Second, the Contract provides for an annual percentage rate (“APR”) of 23.32% and an amount financed of $18,710.98 (“Amount Financed”). Flagship’s rates are consistent with the market and are uniformly risk-based. Flagship’s ability to remain in business depends on its customers’ ability to repay. Therefore,  Flagship attempts to lend only to cusotmers it believes will be able to repay. Higher risk customers are charged higher rates. These decisions are not arbitrary. Rather, they are made using empirical data such as each applicant’s payment-to-income, debt-to-income and loan-to-value ratios as well as credit score and other objective factors. Flagship then uses its empirically derived scorecard to assign a risk-based price which auto dealers only have the ability to modify slightly.
  To illustrate how these terms work together and how much of your payment is allocated to interest versus principal, when you made a payment of $485.85 on May 18, 2023, 29 days had passed since your last payment on April 19, 2023. Using the formula described above, $329.03 was applied to interest and the remaining $156.82 was applied to outstanding principal, reducing principal by that amount. By contrast, when you made a payment of $485.85 on June 8, 2022, 39 days had passed since your last payment on
  April 30, 2022 (in connection with a due date change you received on June 1), and only $25.11 was applied to principal while $460.74 was applied to accrued interest. As another example, you received a one month extension for your October 2022 installment, but interest continued to accrue during that time,
  meaning that 63 days had passed between your September 16 and November 18 payments. This meant that the entirety of your November 18 payment was applied to interest. A copy of your payment history showing these transactions is attached for your review.
  For these same reasons above, your payoff amount at any one point can fluctuate up or down based on the amount of accrued interest. However, Flagship has confirmed that your principal balance has decreased since the origination of the loan from $18,710.98 to $17,601.19. As of May 30, 2023, the payoff of your account is $17,736.13, which is comprised of the $17,601.19 in outstanding principal, and $134.94 in accrued and unpaid interest. As a result, we must respectfully decline your request to adjust your billing.
  We hope this explanation clarifies any confusion regarding your account and payment allocation. We thank you for bringing this matter to our attention, and you may contact me directly with any additional questions or concerns at ###-###-####, option 6, ext. ***.
  

  Respectfully,
  ****** **
  Customer Advocate

• Initial Complaint

  Date:05/18/2023

  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.

  05/05/2023 - Called to request deferment on car loan, Rep told me I need to make 6 payments. Advised Rep that my payment will be late due to moving to a different city. 05/17/2023 - Called to make payment and request deferment. Rep tells me I need to wait till the following day for the payment to post. 05/18/2023 - Called to finally request for a deferment. Rep tells me that I can only request for a deferment until 3 days before the payment due date. As a loan company this absolutely makes no sense. I am calling in advance to request for my payment to be deferred so I can plan according. If this was the case why have I been given the run around and not told the whole truth. This is deceitful.

  Business Response

  Date: 06/01/2023

  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:05/10/2023

  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 asked them update the incorrect information. They did not. I asked for the original contract they did not provide. The account is charged off and still showing a balance. That is not correct and I want this account removed

  Business Response

  Date: 05/24/2023

  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:05/08/2023

  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 recently purchased a new car in January flagship credit acceptance receive their payoff check in January 2023 when I tried calling them exit them where my overpayment check was I was first told that my check was sent to the wrong address which I find strange because I have been using this company since I want to see about 2021 up until 2023 before I traded the car. They always have the right address to send the bill to but when it was time to send me my refund check they mysteriously had the wrong address. I have contacted this company numerous times and each time that I called Im being sold in excuse as to where my overdraft payment check is, once I ask them to look into the system, they magically dont know where exactly or what exactly happened so my check they refused to give me any answers, and they keep stringing me along

  Business Response

  Date: 05/23/2023

  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:05/08/2023

  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 have reached out to ***** ***** LLC the credit reporting agency and I was told a notification was sent to they can remove the fraudulent inquiry off my credit file and nothing have been done. Hope to get some resolution. *********** does have a copy of FTC report

  Business Response

  Date: 05/16/2023

  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:04/28/2023

  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 bought a car at the end of February 2023 and was financed through Flagship Credit acceptance. It is now the end of April and have still not received a bill from them. I received a text on the day my bill was due. I tried paying on website but it wasn’t working. I called and they said I could pay over phone but would charge me a fee. I said no to fee cause it wasn’t my fault. The rude man said he would wave the fee but when I checked bank statements they charged me anyway. I asked if I could be set up for auto pay. He said he did but lied cause I was not. It’s been two months and they still haven’t sent me a bill.

  Business Response

  Date: 05/10/2023

  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 ** directly should there be any additional questions or concerns.

• Initial Complaint

  Date:04/18/2023

  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.

  Flagship Credit Acceptance. You are in violation of my consumer rights by repossession of my vehicle on April 5th 2023 and sharing my personal information with ** ******* without my consent. The vehicle was repossessed from an area that I didn't have on file as a personal address which means the vehicle had a GPS tracker in it. I do not recall it ever being explained to me that my vehicle would have a GPS nor do I recall agreeing to a GPS in the vehicle so I'm pretty sure that that is another violation.Please provide a clear reason and documentation of what right you have to repossess my vehicle and proof that I owe you for the vehicle as its my understanding that the vehicle was already paid for through my Strawman ***************** ***************************** Please prove that I the natural living being ****** **************************** is responsible for payment of the vehicle. I extended my credit and signed a negotiable instrument to fulfill the obligation. Please clarify how I owe a debt? According to 15 USC 6802(b). A financial institution may not disclose nonpublic personal information to a non-affiliated 3rd party. You must clearly and conspicuously disclose to me in writing or in electronic form of your intent to share my personal information with a 3rd party and explain to me my right to opt out of having my information shared. You are in violation because my information was shared with ** ******* which then was shared with *********** Towing without my consent. I want my vehicle released and returned to me from *********** Towing. You've violated 15 USC 1692f(6) and 15 USC 6802(b) so I would like compensation of $1,000 for each violation with a total of $2,000 and all negative information furnished on my consumer report erased. I would also like to be refunded for every payment made on the account in the total of $8,331.02 as I never owed you. The vehicle was already paid for. I also want twice the amount of the finance charged refunded to me as well for the violations.

  Business Response

  Date: 05/02/2023

  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:04/15/2023

  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.

  I've been trying to pay in good faith during the lost of my job over the holidays with my VA benefits and unemployment. They even promised to qualify me for a COVID payment towards my account so I can get current. I get harassment calls even on Sundays and the holidays and it's making it worse. I understand that this loan have deceptive guidelines like the daily interest rate that is keeping me from getting current. I've been communicating with them and my efforts isn't satisfying .

  Business Response

  Date: 05/03/2023

  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 ** directly should there be any additional questions or concerns.

• Initial Complaint

  Date:04/12/2023

  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.

  Somewhere between February 28and March 31 2023 my car loan account increased by $320.00 from$15,848 to $ 16,168 and according to my credit report on ****** ***** they're saying it due to late or missed payment which I've never missed a payment or made a late payment , I've called flagship twice and they even said there are no late or missed payments but won't do anything about the $320.00 they added to my account, this information is all showing on my credit karma app on my phone and have no way to pull it off my phone so I'm at a loss as to what to do cause they won't help and they don't seem to care to figure out why they added this to my account but I need this fixed

  Business Response

  Date: 05/01/2023

  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.