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:08/23/2023

  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.

  Auto Trakk financed a car that was a total lemon and I was charged for the a ridiculous amount of money for a car that I never got to drive for more than a week at a time. I would never use this company EVER!!!!! They are so quick yo put things on your credit.

  Business Response

  Date: 09/13/2023

  We are in receipt of the complaint from ***** ******. We have reviewed this complaint, researched this matter, and offer the following response.
  *** ****** entered into a Lease for a 2015 ******** *** with ********** ******* ****, Inc. in Detroit, MI on February 17, 2018 (See attached Lease Agreement). Subsequently, the Lease and related vehicle were sold and assigned to ******** **** ***** (Note: Auto Trakk, LLC is the Lease servicer for ******** **** *****). The Lease provided *** ****** make 182 weekly payments of $92.96 beginning on February 23, 2018. Thereafter, *** ****** made 86 of those weekly payments with the last weekly payment being made on October 18, 2019 which covered the weekly payments that were due on October 4, 2019 and October 11, 2019 with no further payments being made leaving her in default of the lease agreement.
  On November 8, 2019, Auto Trakk received an email from *** ****** stating that due to a financial hardship, she was no longer able to afford the payments on the vehicle and requested that the vehicle be picked up. On November 8, 2019, Auto Trakk began the recovery process of the vehicle and the vehicle was recovered on November 10, 2019. The vehicle was sold at auction leaving a balance owed on the account of $3,633.53 (See attached Deficiency Balance Letter).
  In response to *** ******’s claim that she was having issues with the vehicle, Auto Trakk was made aware on March 9, 2018 that the check engine light had come on. As part of the lease agreement, Auto Trakk provided a limited warranty on *** ******’s leased vehicle. *** ****** was advised to take the vehicle to the originating dealer for them to complete any necessary repairs to the vehicle. After the March 9th conversation with *** ******, Auto Trakk was not made aware of any other issues that *** ****** may have had.
  In addition, the Auto Trakk program is a weekly payment frequency. For *** ******’s Lease, a starter-interrupt device was also a requirement. *** ******’s payments were due every Friday and if a payment was not made by the following Tuesday, the time on the device would expire and the vehicle would no longer start. The device provides three emergency codes that would allow the vehicle to start up to an additional 24 hours from receiving each emergency code (See attached ******** System Disclosure Statement).
  Another requirement of the Lease agreement is to maintain full coverage insurance on the vehicle at all times. If notification is received from a customer’s insurance company that their policy has cancelled, Auto Trakk will attempt to contact the customer to advise of the cancellation and an insurance hold is placed on the account. The customer is given a device code which will allow the vehicle to run an additional 24 hours to allow time for the customer to provide the necessary documentation demonstrating proof of proper insurance coverage. If this documentation is not received within 24 hours, the time of the device will expire due to non-coverage. The customer is then provided with three 24-hour codes for the insurance hold to allow additional time to provide evidence of the full coverage insurance on the vehicle.
  *** ****** stated in her complaint that she was not able to drive the vehicle for more than a week at a time. After reviewing the account, we found several instances of non-payment and cancelled insurance, which would prevent *** ****** from starting her leased vehicle.  
  At this time, Auto Trakk is reporting *** ******’s account accurately to the credit bureaus. However, we are more than willing to work with *** ****** to come to a mutually acceptable resolution to the balance still owed on the account. If you would have any further questions, please feel free to contact Auto Trakk at ###-###-####.
  Thank you
  

  Customer Answer

  Date: 09/23/2023

  I apologize that I missed the earlier email related to the complaint. How do I respond?

• Initial Complaint

  Date:07/31/2023

  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 was writing because I have been trying to get a hold of someone in regards to my car getting repo after I paid 100 and had an agreement with the agent in regards to paying every week until I catch up. Now I'm trying to figure out what do I have to do to get the car back and in my possession. My car has been not working for months I have been getting in contact with auto track in regards to them getting my car fixed as I bought it that way when I took it to the dealership I got it from he made the statement of it's a 2liter soda in the trunk makin the noise. Which only progressed and nothing was done still I was paying on a car I wasn't even able to drive for months paying Ubers and finding other ways to get to work due to it. Then I was speaking with a collections agent which said he would work with me but once again as soon as I paid the money he accepted it took a week and my car was taken from the lot I had it in

  Business Response

  Date: 08/22/2023

  We are in receipt of the complaint from **********************************We have reviewed the complaint, researched this matter, and offer the following response.
  ****************** entered into a Lease for a 2016 ********* ****** with *************** in Fairless Hills, PA on September 20, 2022 (See attached Lease Agreement). Subsequently, the Lease and related vehicle were sold and assigned to Lycoming Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for ******** Auto Trust). ************************ provided she make 169 weekly payments (equaling a 39-month term) of $124.61 beginning on September 30, 2022.Thereafter, ****************** made 32 of those weekly payments. Her last payment was made on June 30, 2023, in the amount of $100.00, which partially covered the  payment that was due on May 12,2023. Subsequently, ****************** made no further payments, leaving her in default of the Lease Agreement.
  As a result of the default, and despite Auto Trakks efforts to make contact with ****************** to set up acceptable payment arrangements on the account, ******************** began the vehicle recovery process on July 12, 2023.The vehicle was recovered on July 14, 2023. Auto Trakk attempted to reach ***************** to provide her with the option to redeem the vehicle. Auto Trakk did not receive a response from ****************** until July 31, 2023, at which time the vehicle was in the process of being sold at auction. One of Auto Trakks representatives provided ****************** with the amount that she would need to pay to prevent the vehicle from being sold.  Auto Trakk received no further communication from ****************** so the vehicle was sold at auction, leaving a balance owed on the account of $9,973.10 (See attached Deficiency Balance Letter, Notice of Repossession, Notice of Auction).
  In response to ****************** claims that she was having mechanical issues with the vehicle, Auto Trakk was not made aware of any issues with the vehicle until May 8, 2023.  At that time,she advised that a repair shop recommended replacement of the vacuum pump. Auto Trakk provides a Limited Warranty on our leased vehicles, however, the vacuum pump is considered a wear and tear item and was not covered under the warranty.
  At this time, Auto Trakk is not able to fulfill **. ************** for replacement of the vehicle. Auto Trakk had provided ****************** with ample time to bring her account to a current status and after the repossession, an opportunity to redeem the vehicle. However, Auto Trakk is more than willing to work with ****************** to come to a mutually acceptable resolution to the balance owed on the account.
  If you have any further questions, please feel free to contact Auto Trakk at ************.
  Thank you

• Initial Complaint

  Date:06/21/2023

  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’m being charged a deficiency balance on my lease contract. My complaint is my gap insurance should have covered these balances. These balances were tacked on after the fact when gap was used to pay off the balance of my lease agreement. I’m also being charged an early termination fee, for having a total loss on my leased vehicle, when a total loss is not specified in the contract that an early termination fee would be applied to. Out of all these deficiency charges, the only one that makes sense that I would owe is a $500 insurance deductible

  Business Response

  Date: 07/11/2023

  We are in receipt of the complaint from ***************************. We have reviewed this complaint, researched this matter, and offer the following response.

  ****************** entered into a Lease for a 2016 **** ****** with ********************* in  Penn Hills, PA on October 19, 2022 (See attached Lease).Subsequently, the Lease and related vehicle were sold and assigned to ******** Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for ******** Auto Trust). **. ************** provided he make 208 weekly payments of $118.03 (equaling 48 months) beginning on October 21, 2022.

  On May 1, 2023, Auto Trakk was notified by ****************** that he was in an accident. It was determined that the vehicle was deemed a total loss. At the time of total loss, the payoff for the vehicle was in the amount of $16,317.13. The settlement amount that was received from the insurance company was in the amount of $11,179.78. Auto Trakk includes a GAP waiver on all leased vehicles which does exclude the deductibles, prior damage, excessive mileage, and the early termination fee. Please reference sections 7 and 14 of the signed lease agreement that is attached. The charges assessed to ****************** were a $500.00 deductible, $371.34 for prior damage and condition adjustment determined by the insurance company during the evaluation, $574.55 for excessive mileage, and the $350.00 early termination fee (See attached Deficiency Balance Letter).   The GAP waiver provided the remaining funds to satisfy the payoff amount of the lease. 

  Unfortunately, Auto Trakk is not in a position to fulfill **.******** request to remove these charges, as this is still owed to Auto Trakk.However, Auto Trakk is willing to work with ****************** to come to a mutually acceptable resolution to the balance owed on the account.

  If you would have any further questions, please feel free to contact Auto Trakk at ************.

  Thank you.

  Customer Answer

  Date: 07/16/2023

  [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:
  
  The only fee I should be charged is a $500 deductible. Theres 2 reasons stated in the lease contract that warrant an early termination fee, and a total loss is not one of them. Secondly, excessive mileage would be taken on a yearly basis, so I would still be under the mileage for that given year. Thirdly, they did their excessive wear and tear inspection on a totaled vehicle. It would be near impossible to give an accurate estimate for wear and tear, while inspecting a totaled vehicle 
  

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

  Business Response

  Date: 08/14/2023

  We are in receipt of ********************* rejection to Auto Trakks first response to his complaint. We have reviewed this rejection and offer the following response.
  As stated in Auto Trakks previous response , Auto Trakk was notified by ****************** that he was in an accident. It was determined that the vehicle was deemed a total loss. At the time of total loss, the payoff for the vehicle was in the amount of $16,317.13. The settlement amount that was received from the insurance company was in the amount of $11,179.78. Auto Trakk includes a GAP waiver on all leased vehicles which does exclude the deductibles, prior damage, excessive mileage, and the early termination fee.Please reference sections 7 and 14 of the signed lease agreement that is attached. The charges assessed to ****************** were a $500.00 deductible,$371.34 for prior damage and condition adjustment determined by the insurance company during the evaluation, $574.55 for excessive mileage, and the $350.00 early termination fee (See attached Deficiency Balance Letter).   The GAP waiver provided the remaining funds to satisfy the payoff amount of the lease. 
  In response to ****************** dispute of the excessive wear and tear, Auto Trakk would like to advise that this is based on the inspection made by the insurance company and deducted from the settlement amount received from the insurance company.
  Regarding the dispute of excessive mileage,. per the lease agreement, excessive mileage is prorated on a monthly/weekly basis (See page 3;section 7; preface 1). At the time of total loss ****************** had the vehicle for 6.1 months and drove a total of 11,497 miles causing an overage of 3,830 miles above what was allowed. The 3,830 miles at $0.15 per mile is equal to the excessive mileage charge of $574.55.
  Unfortunately, Auto Trakk is not in a position to fulfill **.******** request to remove these charges, as this is still owed to Auto Trakk.However, Auto Trakk is willing to work with ****************** to come to a mutually acceptable resolution to the balance owed on the account.
  If you would have any further questions, please feel free to contact Auto Trakk at ************.
  Thank you.

  Customer Answer

  Date: 08/19/2023

  [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 don't owe those extra mileage, early termination, or wear and tear. Unless they are willing to drop what I supposedly owe to $500, which is my insurance deductible, then I will not be contacting them about coming to a mutual agreement. I'm also prepared to go as far as contacting the ******* attorney general if they are still unwilling to remove those charges 
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 09/08/2023

  We do see that ****************** has rejected our second response to his concerns. Auto Trakk has no further information to provide as we have explained the additional charges that were applied to ********************** account leaving a deficiency balance owed to Auto Trakk. We have stated in both responses that we are more than willing to work with ****************** to come to a mutually acceptable arrangement to the balance still owed. If ****************** would like to reach out to Auto Trakk directly, we can discuss this further. Thank you

• Initial Complaint

  Date:05/17/2023

  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 had lease the vehicle through this company however, it was totaled by another vehicle. It was not found to be my fault. My insurance company paid my total coverage on all damages which should have took my contract to zero with them! However, only after they received the check that I receive a statement saying they’re still was an additional charges for over mileage when my year was not up, also for a $500 deductible s fee, and a termination fee, which are totaled of $1,315.25! I have gap coverage and they’re saying that that does not cover it! I was advised by a salesman at ***** ******, where I purchased my new vehicle, that this company was running a scam on me. I had to submit my letter of guarantee to ***** ****** to prove that my total car was paid off. They seen that there was a balance on my bill, and explain to me how this was illegal and I should contact the Better Business Bureau also the amount that they added up is that incorrect amount that they’re accusing me of that $250 if they’re trying to say I really even know that amount. This stipulation is not in the contract in regards to a car being totaled. Only if I wanted to turn a vehicle in and no longer wanted to use it or list it will. I be charged a termination fee!

  Business Response

  Date: 05/31/2023

  We are in receipt of the complaint from *************************. We have reviewed this complaint, researched this matter, and offer the following response.
  **************** entered into a Lease for a 2016 **** ****** with ********************* in Penn Hills, PA on August 15, 2022 (See attached Lease).Subsequently, the Lease and related vehicle were sold and assigned to ******** Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for ******** Auto Trust). **. ******* Lease provided she make 208 weekly payments of $126.82 (equaling 48 months) beginning on August 19, 2022.
  On March 7, 2023, Auto Trakk was notified by **************** that she was in an accident. It was determined that the vehicle was deemed a total loss. At the time of total loss, the payoff for the vehicle was in the amount of $15,847.69. The settlement amount that was received from the insurance company was in the amount of $13,500.01. Auto Trakk includes a GAP waiver on all leased vehicles which does exclude the deductibles, prior damage, excessive mileage and the early termination fee. This is stated in section 14 of the attached lease agreement that **************** signed. The charges assessed to *************** were a $500.00 deductible, $465.25 for excessive mileage, and the $350.00 early termination fee (See attached Deficiency Balance Letter).  The GAP waiver provided the remaining funds to satisfy the payoff amount of the lease.  
  Unfortunately, Auto Trakk is not in a position to fulfill **. ******* request to remove these charges, as this is still owed to Auto Trakk. However, Auto Trakk is willing to work with **************** to come to a mutually acceptable resolution to the balance owed on the account.
  If you would have any further questions, please feel free to contact Auto Trakk at ************.
  Thank you

  Customer Answer

  Date: 06/03/2023

  [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:
  
  
  Regards,
  
  *************************
  
  The year was not up in regards to the milage! There is a very great chance that the miles would have balanced out due to me not working summer months may,June,July,August! However the car was totaled only 8 months into the year! So how can they bill me for what I still had time left in the year to have increased my mileage! Also thats not the correct amount of my contract that was owed at the time of my total loss! If it was my insurance would have paid the intire amount as they thought they were doing! Only after auto trakk recovered a payment in the amount they requested,did they send me a bill for these extra charges! My position is they found a way to charge me extra outside of the contract that’s why my insurance knows nothing about these extra charges,and of course there not responsible! Also a termination is when I turn the no longer have used for the vehicle, and want to voluntarily terminate the contract! This was no fault of my own. Therefore, I am not terminating anything. The vehicle was totaled they receive full payment for this vehicle, and they’re still wanting more money for the same loss that they recouped. Also, the amount they’re asking for does not add up. If you look at the bill, the math on it does not add up in the amount due. Which is a huge error. If what they’re saying is correct then you would think that the money they’re saying I owe them would be correct! I’ve spoken to several prominent dealerships which *****s auto is not one but many other dealerships that I have attempted to buy another vehicle. Once I’ve showed them that bill they all have told me that with auto track is doing is running a scam with *****s auto participation! These small term loan companies for these small dealerships are very known to do this kinda thing people! Also my gap coverage should have paid for the deductible! I will fight these charges I did not expect to pay,after paying for full coverage,and they paid the entire amount of the car off,and I have gap coverage! This is not acceptable

  Business Response

  Date: 08/01/2023

  We are in receipt of the rejection from *************************. As stated in the previous response we have reviewed this complaint, researched this matter and offer the following response. 

  **************** entered into a Lease for a 2016 **** ****** with ********************* in Penn Hills, PA on August 15,2022 (See attached Lease). Subsequently, the Lease and related vehicle were sold and assigned to ******** Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for ******** Auto Trust). **. ************* provided she make 208 weekly payments of $126.82 (equaling 48 months) beginning on August 19, 2022.On March 7, 2023, Auto Trakk was notified by **************** that she was in an accident. It was determined that the vehicle was deemed a total loss. At the time of total loss, the payoff for the vehicle was in the amount of$15,847.69. The settlement amount that was received from the insurance company was in the amount of$13,500.01. Auto Trakk includes a GAP waiver on all leased vehicles which does exclude the deductibles, prior damage, excessive mileage and the early termination fee. This is stated in section 14 of the attached lease agreement that **************** signed. Page one of the lease agreement under Excessive Wear and Use provides the breakdown of how excessive mileage is calculated and that mileage is prorated on a monthly basis. The charges assessed to **************** were a $500.00 deductible, $465.25 for excessive mileage, and the $350.00 early termination fee. The GAP waiver provided the remaining funds to satisfy the payoff amount of the lease.
  

  Unfortunately, Auto Trakk is not in a position to fulfill **. ******* request to remove these charges, as this is still owed to Auto Trakk. However, Auto Trakk is willing to work with **************** to come to a mutually acceptable resolution to the balance owed on the account. If you would have any further questions, please feel free to contact Auto Trakk at ************. Thank you

• Initial Complaint

  Date:04/23/2023

  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.

  I have tried to get in touch with auto trakks through the messaging app on their website, to request a deletion of reporting on my credit file. When I try to send a message it comes up with an error message which is preventing the message being sent. I am also requesting that a non collectable debt be remove from my credit file. It is old and should not be reported. Please removed this from my credit file immediately.

  Business Response

  Date: 05/01/2023

  We are in receipt of the complaint from ****** ******. We have reviewed this complaint, researched this matter, and offer the following response.
  *** ****** entered into a Lease for a 2012 ****** ****** with ******* **** Auto Sales in Sharon Hill, PA on October 2, 2015 (See attached Lease). Subsequently, the Lease and related vehicle were sold and assigned to ******** Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for ******** Auto Trust). The Lease provided *** ****** make 260 weekly payments of $97.06 beginning on October 2, 2015. Thereafter, *** ******* made 85 of those weekly payments with the last payment being made on May 16, 2017 which covered the weekly payment that was due on May 12, 2017. Furthermore, *** ****** made no further payments leaving her in default of the lease agreement.
  As a result of the default and despite Auto Trakk’s extensive efforts to work with *** ****** to set up acceptable payment arrangements, Auto Trakk began the recovery process of the vehicle on July 27, 2017. The vehicle was recovered on July 28, 2017 and sold at auction leaving a balance owed on the account of $12,506.54.  
  At this time, Auto Trakk is not in a position to remove this debt from *** ******’s credit as this is still owed to Auto Trakk and is reporting in the allowed timeframe. However, Auto Trakk is willing to work with *** ****** to come to a mutually acceptable resolution to the balance owed on the account.
  If you would have any further questions, please feel free to contact Auto Trakk at ###-###-####.
  Thank you 

  Customer Answer

  Date: 05/10/2023

  [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 have already tried to resolve this lease agreement with Auto Trakk at that time they were unwilling to accept the $250 at the time that I surrendered the vehicle. Auto Trakk would cut off the vehicle in unsafe dark areas of the city. The lease was predatory and the agreement was altered. Auto Trakk is a shady, predatory leasing company that should be put out of business. I have no intentions of paying auto trakk anything. Auto trakk had no problem putting my safe at risk and still demanded my money.  Auto trakk LLC should have their business license revoked and *********************** (CEO)  should be more aware of the disgusting business practices and predatory lending conducted by Auto trakk LLC.
  Regards,
  
  *************************
  

• Initial Complaint

  Date:04/09/2023

  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 not liable for this debt with Auto Trakk and do not have with Auto Trakk. They did not provide me original application like I asked.

  Business Response

  Date: 04/12/2023

  We are in receipt of the complaint from ***************************. We have reviewed this complaint, researched this matter, and offer the following response.
  ************************ entered into a Lease for a 2010 ********* ****** with *** *********************** in Lanham, MD on May 24, 2019 (See attached Lease). Subsequently, the Lease and related vehicle were sold and assigned to ******** **** ***** (Note: Auto Trakk, LLC is the Lease servicer for ******** **** *****). **. *********** Lease provided she make 104 weekly payments (equaling 24 months) of $74.61 beginning on May 24, 2019. Thereafter,************************ made 34 of those weekly payments with the last payment being made on January 14, 2020 which covered the payment that was due on January 10,2020. ************************ made no further payments, leaving her in default of the Lease Agreement.
  

  As result of the default and despite Auto Trakks extensive efforts to work with ************************ to set up acceptable payment arrangements, Auto Trakk began the recovery process of the vehicle on March 23, 2020. The vehicle was recovered on October 14, 2020 and sold at auction leaving a balance owed on the account of $5,331.65.
  ************************ submitted a credit dispute with ******** on March 21, 2023 claiming Not hers. When this dispute was received, Auto Trakks Compliance Representative conducted a review of the account. Upon review, it was concluded that the account is in fact related to ************************ and a response was submitted via *-******
  

  Furthermore, Auto Trakk is reporting **. *********** account correctly and accurately. Auto Trakk is willing to work with ************************ to come to a mutually acceptable resolution to the balance owed on the account. If ************************ has any further questions, please feel free to contact Auto Trakk at ************.
  Thank you

• Initial Complaint

  Date:03/29/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, My name is *************************** I'm contacting you on concerns of Autotrack. I currently lease a 2014 **** ****** from them I started leasing from them in  2022 . My vehicle is currently in shop at *** **** repair on ****** in Toledo, OH. I have called Autotrack so many times on why my vehicle is still in the shop. They will not send out an inspector, they will not cover the diagnostic they will not even help on my car note. I currently lost my job now in therapy because I'm beyond stressed. I need my money back I spent on the vehicle or for the diagnostic to get paid and my vehicle sent to another shop. Their very disrespectful when I do call and nothing gets resolved.

  Business Response

  Date: 04/11/2023

  We are in receipt of the complaint from ***************************. We have reviewed this complaint, researched this matter, and offer the following response.
  ****************** entered into a Lease for a 2014 **** Escape with *********************** in ******, ** on April 25, 2022 (See attached Lease).Subsequently, the Lease and related vehicle were sold and assigned to ******** Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for ******** Auto Trust.
  On May 6, 2022, ****************** advised an Auto Trakk representative that the vehicle was shutting down while she was driving. The Auto Trakk representative advised ****************** that due to this being a new lease, she would need to return to the selling dealer, ***********************, for them to diagnose the problem.  On May 17, 2022,****************** advised Auto Trakk that she had taken her vehicle to a ******* service center, but no issues were found. 
  ****************** made Auto Trakk aware on October 17, 2022 that the vehicle had not been operable for the past two weeks. She had the vehicle towed to * * * ******** Auto and requested Auto Trakks limited warranty administrator information. On October 18, 2020, ****************** advised that she believed that the vehicles shifter cable to the transmission had broke and repairs would be around $250.00. The repair shop submitted a claim through the limited warranty administrator. After the inspection of the vehicle it was determined that the fuel pump was what had failed. The warranty claim was approved for the repair amount of $614.55. During this time, ****************** lease payments were still due.  Given the situation, Auto Trakk offered assistance with ****************** weekly payments by offering payment extensions.  This offer was declined by ******************.
  On March 15, 2023, Auto Trakk was made aware that a warranty claim had been submitted by * * * ******** ****. The repair shop had completed a diagnostic test that reported a transmission failure and was requesting ***************** to give authorization for them to complete a pan drop. On March 20,2023, ****************** advised one of our representatives that she felt that the shop was taking too long with the repairs and that she wanted the vehicle moved to another shop, but that there was a diagnostic fee that she needed to pay.The Auto Trakk representative advised ****************** that she could move the vehicle to a shop of her choosing if the vehicle had not yet been torn down.The representative also advised ****************** that if she moved the vehicle, the diagnostic fee at * * * ******** **** would not be covered by the limited warranty administrator. The warranty would only cover the fee if the repairs would be completed at that specific shop.  Otherwise, ****************** would be responsible for this fee.
  On March 30, 2023, a new claim was opened with **** ************* * **** ******. Currently, this claim is in process but approval is pending review. The limited warranty administrator is currently waiting for ****************** to provide her maintenance records.
  Auto Trakk recognizes that vehicle maintenance and repairs can create challenging situations.  We have offered ****************** assistance with her payments during this process and we remain committed to assisting her as her service center completes the necessary repairs.  If you would have any further questions, please feel free to contact Auto Trakk at ************.
  Thank you
  
  

• Initial Complaint

  Date:01/30/2023

  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 purchased a car and signed a contract in 12/15/2022 with AutoTrakk. After having issues with the vehicles transmission (requiring a change), fixing the windshield and replacing a tire the dealership calls me on 01/27/2023 to tell me that AutoTrakk has now decided they are backing out of the deal. I signed 2 contracts and because I accepted another job a month after driving off the lot they have stated they will no longer honor the contract and I must return the vehicle. I am losing the price of repairs, down payment and time and torture due to driving the vehicle back an hour and half to where it was purchased. The dealership states it is on AutoTrakk and this happens A LOT but my previous employer has reached out to try and explain the situation and that I am currently still receiving pay checks from my comp time so I am still in payroll. I am losing a ton of money which AutoTrakk states is the dealers fault and the dealer claims is Autotrakks fault. I have sent all of my information to the Attorney General not only in my state of KY but in Indiana as well. I am currently seeking to have this issue fixed and my money returned as the dealership has stated they stand with me. I will also be sharing this review and am available to share the evidence with any news outlet or social media outlet that would like to see it. I believe this happened after meeting the AutoTrakk rep for my area at a gas station to sign new documents and turning down advances. 7 days later I must return a car that I provided everything asked and satisfied my end of the contract. AutoTrakk I have the texts and conversations where I was asked to meet at a gas station at night and get into his car as well as the security footage to prove what happened! I will not go away and will make sure the world hears of my story before I have to return the vehicle.

  Business Response

  Date: 02/15/2023

  We are in receipt of the complaint from ***********************. We have reviewed the complaint, researched this matter and offer the following response.
  Auto Trakk is limited on the information available to respond fully to this complaint, as **************** is not an Auto Trakk customer.**************** visited ******** Sales, LLC in Lancaster, OH on/about December 6,2022. Auto Trakk received an application requesting to extend credit to *************** for a vehicle.
  Upon receipt of the application, Auto Trakk began the underwriting/funding process which includes verification of employment. During this process, our representatives were discovered that **************** was no longer employed at the location he provided on his application. Ultimately, Auto Trakk representatives were unable to verify **. ******* new employment and the decision was made to not extend credit at that time. Auto Trakk reserves the right to decline purchasing lease contracts from its network of dealers in situations where verified employment and income do not match what was submitted on the application and used in the underwriting decision. As a result of our standard due diligence, Auto Trakk did not purchase the lease contract and associated vehicle.
  Auto Trakk received no proceeds from the dealer nor this customer for this application, for vehicle repairs, or for any other purpose related to this application. As such, no refund is due from Auto Trakk.
  If you would have any further questions, please feel free to contact Auto Trakk at ************.
  Thank you

  Customer Answer

  Date: 02/22/2023

  [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:
  The income verification wasn't done for 45 days after purchase. At that time I accepted another offer for a new position which was all reported. This also doesn't explain who is responsible for the replacement parts I installed on the vehicle, my insurance fees and the fact I was sexually come on to after being forced to meet in a truck stop parking lot by your agent. Like I said I have pictures of text messages, a video of the encounter and 2 witness statements as well as surveillance from the truck stop. It all clearly shows unwanted contact and after I rejected him I was denied after already having the car for 49 days! I am filing charges against the individual that your company is protecting and will have contacted the dealership that states its on AutoTrakk to pay for the repairs I had done. I will not be pushed around and pawned off and if this is not fixed I will be sending this to EVERY news outlet I can and go public on social media. This is illegal, immoral and down right wrong. I am only asking that you reinstated the auto loan on the vilehicle I was purchasing. That is more than within reason as legal action will be taken on those that committed or protected and defended those that were involved in the sexual

  misconduct.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/14/2022

  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 leased a car from this business in 2018 with only 2000.00 left to pay including residual of almost 3000.00. My vehicle was totaled by a drunk driver no fault of my own as vehicle was parked. My insurance company made a check out to Lycoming trust which is a lien holder for AutoTrakk for 11,550. Well auto trakk kept the entire payment instead of paying off what I owe and sending the remaining to me. I was MISLEAD by a person there by the name of Chris. On a recorded line Chris advised me that the remaining balance of about 6,000.00 would be overnighted to me once the check was received. Chris and I was on the call for about 20 to 30 minutes going over my contract where I was in the contract and making sure everything was correct money wise as Chris advised he’s been working for the company for awhile. I called the company today regarding the status of the check being overnighted and was told I would not be receiving anything. I spoke to Chris manager Tanya and after speaking to her I spoke to Seth H. who advised he was the head huncho and there was no one else to speak to after him. No one wanted to be responsible for a recorded call advising me of a check being overnighted. I’m seeking the remaining monies to be sent to me. I have contacted a lawyer in which I will follow up with tomorrow. I’ve also sent an email to the CEO. I will continue to fight this and will not let this rest until I seek justice for being mislead. Also Seth H treated me as if I was just an account number and belittled me about using their company due to my credit issues. If there’s anyone else outside of the company that has information on these type of practices I ask that you all give me their information. I will continue to research to see how many people has been affected by this but didn’t have the willpower to fight. I tried speaking to all 3 people nicely to seek justice however they wouldn’t listen to me so now no matter how long it takes I will do this the legal way. I was mislead!

  Business Response

  Date: 09/26/2022

  We are in receipt of the complaint from ***************************. We have reviewed this complaint, researched this matter, and offer the following response.
  **************** entered into a Lease for a 2015 ****** ****** with ***************, LLC in Charlotte, NC on February 13, 2019 (See attached Lease). Subsequently, the Lease and related vehicle were sold and assigned to Lycoming Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for ******** **** *****). ***************'s Lease provided she make 182 weekly payments of $93.79 (equaling a 42-month term) beginning on February 15, 2019.
  On August 29, 2022, Auto Trakk was advised by **************** that the vehicle was involved in an accident that occurred on August 28, 2022.On September 1, 2022 Auto Trakk spoke with a representative from *********** who advised that the vehicle was deemed a total loss.
  At the time of total loss, **************** had 24 payments remaining on her lease.  As the owner of the leased vehicle, among other risks, ******** **** ***** is exposed to the risk of inadequate insurance proceeds and residual risk, or the possibility that the leased vehicles residual value is greater than the realized amount (vehicle market value) at the end of the lease term.  In each of these circumstances, despite the occurrence of a loss, **************** would have no balance due (providing she met all the obligations of her lease).  Similarly, there are times when insurance and residual proceeds exceed the value of the vehicle.  As the owner of the vehicle, ******** **** ***** retains these excess proceeds. 
  In her complaint, **************** references a conversation with an Auto Trakk representative named Chris.  Upon review of the phone calls, Auto Trakk determined that Chris mistakenly identified ***************'s account as one where the customer was purchasing their leased vehicle.  If a customer has completed their lease and is in the process of purchasing their leased vehicle (signing a new agreement, making payments on their residual), in the event of a total loss, excess insurance proceeds are refunded to the customer.  **************** had 24 payments remaining on her lease and per the terms of her lease, was under no obligation to purchase the vehicle at lease-end.
  Unfortunately, we are not in a position to fulfill ***************** request, since the lease was in place at the time of total loss.
  If you would have any further questions, please feel free to contact Auto Trakk at ************.
  Thank you

  Business Response

  Date: 10/04/2022

  We are in receipt of ******* ******’s rejection to Auto Trakk’s first response to her complaint. We have reviewed this rejection and offer the following response.
  As stated in Auto Trakk’s first response, the phone call between *** ****** and the representative name Chris were reviewed. Auto Trakk determined that Chris mistakenly identified *** ******’s account as one where the customer was purchasing their leased vehicle. In the event of a total loss and if the customer has completed their lease and is in the process of purchasing their leased vehicle by signing a new agreement and making payments on their residual, the excess insurance proceeds are refunded to the customer. In this case *** ****** had 24 payments remaining on her lease and per the terms of her lease, was under no obligation to purchase the vehicle at the end of the term. As the owner of the leased vehicle, ******** **** ***** retains any excess proceeds to cover the lost value of the vehicle. 
  Unfortunately, we are not in a position to fulfill *** ******’s request, since the lease was in place at the time of the total loss.
  If you would have any further questions, please feel free to contact Auto Trakk ************.
  Thank you

  Customer Answer

  Date: 10/05/2022

  [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 will continue to follow up legally.  I will not let this company lie and mislead it’s customer’s for monetary gain ever again. This company knows exactly what happened on that phone call. This wasn’t just a oops this was purpose Misleading information.I will also leave my honest reviews on all platforms and share my story with the public. I would understand if this wasn’t intentional, however this was very intentional and the company knows this. I have to do what’s right for customers that had to use this company due to possible credit issues. Also, the treatment of customers because of credit issues and being a minority. I will not let this situation rest. I will let my legal counsel know that I would like to proceed and they will be able to listen to the recording and understand exactly what this company did. Morals .. ethics integrity the good kind was not apart of my treatment with this company. I will not give up. No response needed at this point I will do everything in my power to show this company that you just can’t do things like this to honest hardworking customers. Respectfully, ******* 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:07/07/2022

  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 lease a vehicle from Auto Trakk leasing company paid for it in full at the end of lease they offer me to purchase the vehicle for $2,500 dollars I refuse , and gave back lease vehicle however I didnt return the vehicle the week that I was supposed to and they sent someone to pick up vehicle because they had a tracking switch to turn on off car however when I tried to start vehicle they had turned off vehicle so again they sent someone to pick up car . Now they said I owe $2500 and have it on my credit report after I finish paying them I have picture saying it was paid in full now because I didnt buy the car they are added to my credit as a repo

  Business Response

  Date: 07/20/2022

  We are in receipt of the complaint from ***********************. We have reviewed this complaint, researched this matter, and offer the following response.
  **************** entered into a Lease for a 2016 ********* ************** with ***************, LLC in *********, ** on October 21, 2019 (See attached Lease). Subsequently, the Lease and related vehicle were sold and assigned to ******** **** ***** (Note: Auto Trakk, LLC is the Lease servicer for ******** **** *****). **. ******* Lease provided she make 130 weekly payments of $116.85 beginning on October 25, 2019 (equaling a 30-month term).With the payment assistance that was provided to **************** throughout the lease term, her lease was extended an additional 3 weeks.
  **. ******* last weekly payment was due on May 6, 2022 and was satisfied on April 18, 2022 leaving the residual balance that is due at the end of the Lease. On April 18, **************** advised that her intention was to not purchase the vehicle, but to complete a lease turn-in. She stated that she would be returning the vehicle to the selling dealer on the following day,April 19, 2022. On May 16, 2022, Auto Trakk reached out to *************** to confirm that **************** had completed the lease turn-in.  However, Auto Trakk was advised that the vehicle was not at their location. When speaking to **************** on May 16, 2022,she stated that due to illness she would be returning the vehicle as soon as she was feeling better. Auto Trakk continued to work extensively with *************** to complete the lease turn-in by offering device codes if needed and by providing ample time to return the vehicle.    
  Due to the vehicle not being returned, Auto Trakk assigned the vehicle for recovery on June 13, 2022. The vehicle was recovered on June 14, 2022 and is currently waiting to be sold at auction. The final deficiency balance for **************** is pending the results of the sale of the leased vehicle. Once sold, Auto Trakk will generate a letter describing the deficiency balance and that letter will be sent to **************** at her address on file.
  If you would have any further questions, please feel free to contact Auto Trakk at ************.
  Thank you