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:08/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traded in my vehicle in March 2019, prior to, I had a loan with Flagship Credit Acceptance LLC & purchased an extended warranty through them. A refund for the warranty should have been issued, but I've gotten the runaround from both Flagship & *** (the warranty company sent the check to Flagship) & all of a sudden it's nowhere to be found. I was told to call *** and get a pic of the front & back of the check, in which they couldn't provide. I called Flagship back and the supervisor Basil asks if I could call them back to get the issue date, I said no because this was my 3rd call today and he proceeds to tell me that he's going to send an email to accounting, but then says he'll call me back in 24-48 hours and proceeded to hang up in my face after.

  Business Response

  Date: 08/18/2022

  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:07/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in a car accident on March 3 of this year. The car was a 2022 ********** ******. Since the car was only 13 days old, I was due a warranty and gap refund. The financing company told me it would be several weeks. I asked them if I needed to make a car payment at this time, but they said no. The insurance check paid most of it off plus I made a car payment. On top of that, they have received Gap. I was told a few weeks ago that my warranty check has arrived. However, the Flagship accounting department is "behind" as the payment has not been applied to my account. I was okay with waiting for a little longer UNTIL they reported to my credit bureau that I am 30 days late. I ask customer service what happened!? He replied that I should have made a payment. Mind you they had received 22,000 of an insurance check with only 2,200 left to pay on the car. The funds to pay off the rest of the car are there, and I keep being told that a supervisor will call and straighten it out. Or I'm told your check is coming next week. So far, they are still holding my 1700 refund. This is not right.

  Business Response

  Date: 08/12/2022

  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:07/25/2022

  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.

  Account #********** in the names of *************************** and ************************* Car loan paid off May 20, 2022 in the amount of $16,498.67 I was instructed prior to May 18, 2022 to continue to make my regular monthly payment of $425.43 until Flagship Credit Acceptance received and processed my pay-off which they did on May 20, 2022. When I called to follow up on the status of my refund in June, I was advised to call back on July 5 if refund not received. To this date, I still have not received my refund and it's been 66 days since the pay-off. No one can give me a status or connect me with someone who can give me an answer.

  Business Response

  Date: 08/15/2022

  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: 09/05/2022

  The matter has been settled  and resolved to my satisfaction.

  
  

• Initial Complaint

  Date:07/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been calling this company multiple times for my refund or to find out a date when it will be mail each time I have received bad advice from the customer service person.. Today July 23rd I called this company and spoke with a rep named ******* and he told me there was no supervisor available and if I did not end the call he will hang up on me. Told me I will have to wait between 21 to 30 days roughly it'll be 45 days before they get to it. If my car payment was late they would have no problem contacting me until I pick up my phone. But yet I'm I'm doing a refund and no one wants to answer my question. I asked ******* can I speak to a supervisor they refuse to get on the phone he was rude and told me they're just gonna tell you the same thing and if I did not get off the call yet again he will hang up. The supervisor jthe supervisor ******** refused to get on and and ***** refuse to get on. He stated that he is calling from ********** no one's available I can call back hes only allowed to stay on the call for a couple of minutes and then he will have to hang up. This is bad customer service and I am looking for the company to call me back with someone that actually no was going on and not reading a script.

  Business Response

  Date: 08/04/2022

  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: 08/08/2022

  Complaint: ********
  
  I am rejecting this response because: My loan was paid in full and it was overpaid and I have not received the check yet for the refund. So I do not accept their response and now when I call back they saying I will have to wait additional 90 days this is unacceptable I need for someone to call me back and let me know what is going on with my refund
  
  ***********************************
  

  Business Response

  Date: 10/28/2022

  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:07/22/2022

  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 attempting to reach Flagship Credit Acceptance for over a month. No one answers the customer support number nor responds to emails. I have paid off my vehicle loan and need to receive the title to my vehicle so that I can properly register my vehicle.

  Business Response

  Date: 08/02/2022

  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:07/22/2022

  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.

  In accordance with the Fair Credit Reporting Act Flagship Credit Acceptance violated my rights. 15 U.S.C 1681 section 602.8 states I have the right to privacy. Flagship Credit Acceptance is in violation of 15 U.S.C 1692C (a). A debt collector may not communicate with a consumer in connection with the collection of any debt. Flagship Credit Acceptance is in violation of 15 U.S.C 1692 B (2). Any debt collector communicating with any person other than the consumer for the purpose of acquiring location information about the consumer shall not state such consumer owes any debt. Portfolio Recovery is in violation of 15 U.S.C 1692 B (5). Not use any language or symbol on any envelope or in the contents of any communication affected by the mails or telegram that indicate that the debt collector is in the debt collection business or that the communication relates to the collection of a debt. Certified documents were sent on July 6, 2022 with receipt confirmation on July 11, 2022.

  Business Response

  Date: 08/03/2022

  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:07/20/2022

  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 have been faithfully making my monthly payments, and have even established a habit of paying more than the minimum payment for months now. Upon calling them to find out my minimum payment last week, I was notified that my loan had reached maturity and the total amount left on the account was due. Someone from the company called again to restate this information today, July 20th. I requested to speak to a manager, and spoke to Karen, ID: ***. He was very rude in attempting to explain what still didn’t make sense. How is it possible to still owe over $2,000 after the loan’s maturity after making all my payments. Their only rationale was that I requested payments extensions twice for 2 month periods dating back to 2018. Karen explained that the remaining loan amount owed is due to interest accrued from that 4 month period. Again, if they correctly added these 4 months of payments to the end of the loan, all payments I made, how is there still a past due balance. Karen rudely asked if I remembered the recording that was played in 2018 that reviewed the details of these loan extensions, because if I did, then I would understand why there is a remaining amount owed. In addition to Flagship claiming I still have over $2,000 owed, they also expect the amount to be paid immediately. Today, July 20th was the first time an associate from Flagship contacted me to attempt to explain this, erroneously at that.

  Business Response

  Date: 08/11/2022

  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:07/19/2022

  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.

  My car got totaled in 2019 so in 2020 I made an arrangements to pay the remaining balance and they'll agreed us I paid $50 a month for a whole year the balance never went down instead of going down it went up so I was advised to pay $150 and they willing to settle at least set 30 to 70% of the balance which left me just on 3500 I was told if I pay $150 a month for 2 years the balance will be paid at the same time I've been asking for something in writing showing the new agreement and the new agreement amount and the amount of never received the email every time I call I get live and still showing on my credit that I ow e $7,000 and my payments are $534 which is wrong they refuse to show the correct amount and the correct amount only every time I call I get run around and I always get the same person which is kind of odd huh and the person that I get is always rude always trying to over talk me telling me or I don't have to send you nothing in writing which you do so I feel like I'm not going to pay the $150 until I get something in writing until they report the correct amount and a correct amount owing on my credit

  Business Response

  Date: 08/03/2022

  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:07/18/2022

  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.

  I have been trying to turn my car in to this company since end of may 2022. I have gotten nothing but the run around with them. They are quick to blow your phone up and your email up if you haven't paid your loan. All I want to do is turn the car into them. I have been told numerous times that they are emailing me paperwork to fill out to turn in the car. I haven't received the paperwork yet. I called again today and they said the same thing. You should receive it in the next 24 hours if not call back. This is not how you run a business. But as soon as your late on your payment they will call you multiple times email you multiple times in regards to that. So I'm wondering maybe I should do the same thing and just keep calling and calling every hour to try to get this taken care of.

  Business Response

  Date: 08/10/2022

  August 10, 2022

  Dear *** *****:

  Flagship Credit Acceptance LLC (“Flagship”) received
  a consumer complaint from you via the Better Business Bureau’s Company Portal
  on July 18, 2022.  You indicated in your
  complaint that you have had difficulty trying to voluntarily surrender your vehicle
  since the end of May 2022.  You stated
  Flagship has not mailed you the necessary paperwork, and as of the date of your
  complaint, a representative said you should receive it in the next 24 hours,
  and if not, to call Flagship back.  You
  expressed frustration that Flagship would call you about late payments but then
  show a lack of attention to your request to surrender the vehicle.  As a proposed resolution, you requested to be
  contacted by Flagship.  Flagship has
  conducted a thorough investigation of your complaint, the results of which are
  described below.

  By way of background, on April 5, 2021, you entered
  into a retail installment sale contract (the “Contract”) with **** and ***** *** located in Monroe, Michigan (the “Dealer”) in order to finance the purchase
  of a 2015 ***** ****** (the “Vehicle”). 
  Flagship purchased the Contract from the Dealer.  The Contract required monthly installment
  payments in the amount of $347.07 payable on the 5th of each month
  commencing May 5, 2021.  A copy of the
  signed Contract is attached for review.

  Our records indicate that on May 6, 2022, you called
  Flagship and communicated you could no longer afford your payments, were
  planning to file Chapter 7 bankruptcy, and wanted to surrender the Vehicle.  A Flagship representative discussed the surrender
  process with you and advised you would receive a call from a manager in 48-72
  hours.  This information was incorrect, as
  you would first have to receive and return a voluntary repossession agreement before
  there would be a call to discuss arrangements. 
  Coaching has been provided to this representative to ensure clearer
  directions moving forward. 

  On May 13, 2022, you spoke to another representative
  who advised that you would be mailed a voluntary repossession agreement, and
  she further stated the entire process takes several weeks.  During this call, you also provided your bankruptcy
  attorney’s information.  The
  representative advised your account would be routed to Flagship’s Bankruptcy Department
  which would review the account and send you the agreement.  This occurred and, after the Bankruptcy
  Department was unable to identify a bankruptcy filing, Flagship e-mailed you
  the voluntary repossession agreement on July 18, 2022.  You completed and returned it on July 20, 2022.  A copy of the signed agreement is attached
  for your review.  The Vehicle was picked
  up on July 22, 2022.

  Regarding your frustration with the amount of time
  required to voluntarily surrender the Vehicle, please understand that the
  entire process can take many weeks, as you were advised by a Flagship
  representative during the May 13 call.  Following
  your mention of bankruptcy and having an attorney, your account was also
  transferred to our Bankruptcy Department, which monitored the account but
  received no indication that a bankruptcy had been filed.  While we wish we could have accommodated your
  request sooner, with the surrender of the Vehicle on July 22, we believe your
  concerns have now been resolved.

  We thank you for bringing this matter to our
  attention and we apologize for any inconvenience this may have caused.  You may contact me directly with any
  additional questions or concerns at (800) 327-8543, option *, ext. ***.   

  Respectfully,
  Andrea M*****
  Customer Advocate

• Initial Complaint

  Date:07/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I, ****************(**********************) was to receive a Gap refund check, from, my Gap refund company, ****. Due to my car being stolen in March. My insurance company, *****, totaled out my car, and paid my remaining balance off that was owed to Flagship, in the amount of, $14,178.84, on , 04/19/22, Check # *********. I had remaining balance of , $684.90 of my Gap refund that was owed to me. Ally, issued that check to Flagship, in which they cashed on, 5/11/22, and never mailed to me. I have been trying to get this refund check that is owed to me from Flagship for almost 3 months now. They originally issued the check to their customer service department, instead of sending it out to me(I was told by (supervisor, Melissa ***** @ Flagship) . I also had another Gap Refund check that was sent to Flagship from ****, for the cancelation of my policy, in the amount of, 214.00, in which Flagship mailed to an old address of mine that they had on file. I'm not sure why that check was sent to my old address, when each time I call Flagship, they ask me for my current address, so they had the correct address. Flagship has been giving me the run around regarding my refund. I have sent emails to the customer service department everyday for the last month, and have been calling everyday since this check was cashed by Flagship to get an update on when I will receive my refund, but I have not gotten any response back from anyone. I have spoken to 2 different supervisors there( Basil, and Melissa) in regards to this manner, and was promised a follow up call back, in which I have yet to hear from anyone. All I want is my Gap Refund check *** ** to me, just like they eventually sent the last check to me ASAP. Please assist with with this manner, for I have received absolutely no help whatsoever. Thanks in advance.

  Business Response

  Date: 08/10/2022

  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.