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Business Profile

Car Buying

Avid Acceptance, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Buying.

Complaints

This profile includes complaints for Avid Acceptance, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Avid Acceptance, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 47 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/26/2023

      Type:Billing Issues
      Status:
      Resolved
      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 paid off my car on 07/25/23 ($248.97). Later in the day I called the company and inquired how long to process the title. I was then told I had a balance of $0.11. I paid the balance by ****** as they requested.I checked my account today (07/26/23) to see if it is at a zero balance. It the indicated the pay-off was $0.01. Again, I called customer assistance and they requested an echeck for $0.01 for which I refused.

      Business Response

      Date: 07/27/2023

      We have reached out to our customer but were unable to reach them.  We will be releasing the title and apologize for the inconvenience.  Additional training will be provided to avoid similar instances from occurring. 

      Customer Answer

      Date: 07/27/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *************************

    • Initial Complaint

      Date:07/19/2023

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Im trying to find out why I cant get a DocuSign sent to my email address, I have given my email address more than three times. Now Im being charged a late fee for my car payment although Im within the grace ******* I have talked to my account mgr ***** about changing the date approximately 3 months ago. The account is current yet I cant get the date changed because I cant get the form. I asked ***** about the change because I get my SSI on the 3rd Wednesday of the month. I attempted to make my payment and the amount due is $499.90 my payment is $ ******. I was told this is a late fee and a fee for the DocuSign, this was told to me this morning by **************** Rep. ******* She said to check later for the form and she will see if mgmt. will remove the late fees and DocuSign fee! To add when I previously spoke to ***** he never mentioned any DocuSign fee. If there is a 15day grace ****** why am I getting a late fee.

      Business Response

      Date: 07/27/2023

      The complaint can be closed.  We believe we have addressed the customer's concerns.

      Customer Answer

      Date: 07/28/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *******************************

    • Initial Complaint

      Date:07/18/2023

      Type:Billing Issues
      Status:
      Answered
      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 with avid acceptance since December of last year. My hours were cut .I informed them of this, and yet they don't care they keep telling me different scenarios to keep my vehicles, one of my payments was not posted to my account, I was racially profiled on the phone and told I unable to financially handle a car payment and implied since i am african American , you couldn't keep up the payments anyway get ready for the repo man. The representatives are disgusting.

      Business Response

      Date: 07/20/2023

      We have spoken with our customer and believe we have addressed their concerns.

    • Initial Complaint

      Date:05/11/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The car was totaled in March from an accident around 2/17. My lawyer advised me Avid Acceptance told him the interest would be removed from balance due to it being paid off 3+ years early. I called and confirmed with Avid Acceptance a few weeks ago to see if payment was received from State Farm and he stated no yet and once it does my account will be paid in full and closed. Now ** getting calls stating I will need to make payments. Im very upset due to my lawyer and my self being told the account would be settled with the $8214.00 that was being sent by State Farm. Its not fair for me to be told one thing and then Avid goes back on their word. This has been a horrible experience and shows companies do not honor their word only say things to get customers off the phone!

      Business Response

      Date: 05/17/2023

      We have spoken with our customer and are working to resolve their concerns.

    • Initial Complaint

      Date:04/28/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Avid Acceptance has been harassing myself over payments. I have made several attempts to get my payments paid and made several arrangements just to be told my arrangements would NOT be honored despite having had made several payments. I am currently not even 30 days past due and called to make arrangements to pay the following month and pay the current to remain current. I was met with rude account managers and supervisors who did not provide any solutions or sympathy.

      Business Response

      Date: 05/05/2023

      We have spoken with our customer and believe their concerns have been addressed.

      Customer Answer

      Date: 05/05/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***************************

    • Initial Complaint

      Date:03/01/2023

      Type:Billing Issues
      Status:
      Answered
      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 fallen behind on my payment due to COVID and losing my job several times during this time in which I had sent to the agent who is in charge of my account . Many times there was no remorse or options for help. I fell behind and tried to make payments when I could. I had set up a payment arrangement with an agent this past November to avoid repossession for a Friday. My vehicle was picked up that Wednesday before they did not allow me to make my payment and broke our arrangement. I then had to pay for my vehicle to be released to me on which I called and was given an amount after asking several times on the phone call if this was the total amount that needed to be paid and I would not be charged with any more charges after this and the said correct it was the full amount I am not getting told I still owe in repo fees after picking up my vehicle from them I was told avid paid for the repo fees themselves and it was just added to my account. I requested for a break down of my payments but received a statement and an email with a typed out break down no invoice. They are active in calling me 5 times a day with threading emails but never respond when I have questions or need information. Their website is a joke and doesn’t allow you to see anything. Their agents don’t communicate with eachother and harass me for information I already provided I was threatened because they said I never provided proof of employment or insurance but that was requested from me before even being able to pick up my vehicle which I sent in an email to an agent . My goal is to get an accurate amount owed and a response as to why I was told the amount I paid would catch me up but now my account is still reflecting so many fees. As of now my account is past due because I feel like my payments aren’t being applied properly so I don’t make them. If they are then great but I would like to be able to see it. Which I have not been provided.

      Business Response

      Date: 03/08/2023

      We have spoken with our customer and believe their concerns have been addressed.

      Customer Answer

      Date: 03/08/2023



      Complaint: ********



      I am rejecting this response because:I still did not receive the agreement from my original contract showing avids guidelines or policies when it comes to a repossessions. I did not receive the documents where It says I could not pay repo fees up front and had to have it added to my loan. I did however speak with a representative and they told me the fees were not due right now. 



      Sincerely,

      ******* *******

      Business Response

      Date: 03/14/2023

      We have spoken with our customer again and believe their additional concerns have been addressed.

    • Initial Complaint

      Date:02/23/2023

      Type:Billing Issues
      Status:
      Answered
      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 tried to make a payment and it says that this card is not accepted. I have made payments from this card before. Now since I can't get the payment in, they want to repo the car. That is really stupid. This company is terrible. Never do bussiness with this company.

      Business Response

      Date: 02/27/2023

      We have spoken with our customer and believe their concerns have been addressed.

    • Initial Complaint

      Date:02/06/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      About a month ago (maybe less) I was suddenly unable to access my account online. Their system stated that I needed to do a password reset, but I was never sent a link to actually do that. I've been trying to get these people to provide me with a password reset link, but it's been nothing more than a cat/mouse game with them. Their website has NEVER worked correctly. I've never been able to see a history of my payments, nor a breakdown in interest over time. Now they're pretending as if they've sent some password reset link and that I should just "check my spam box". Nope, nothing in spam, nothing in my inbox about a password reset. I thought I'd go the BBB route to see if that causes them to see the importance in this, before I am forced to go the legal route.

      Business Response

      Date: 02/10/2023

      We have spoken with our customer and believe their concerns have been addressed.

      Customer Answer

      Date: 02/10/2023

       
      Complaint: 19344319

      I am rejecting this response because:

       

      * a new account had to be created in order for me to be able to log into their system

       

      * my account still does not allow for me to view a history of payments I have made to Avoid Acceptance 

      Sincerely,

      *************************

      Business Response

      Date: 02/17/2023

      We have followed up with our customer and believe their concerns have been addressed.

      Customer Answer

      Date: 02/17/2023

       
      Complaint: 19344319

      I am rejecting this response because:

       

      Avid Acceptance has reached out to me and told me the issues are valid and unresolvable at the moment due to a system they're using that does not work correctly.  They have said they hope to migrate to a working system and until that happens the issues will remain unresolved. 

      Sincerely,

      *************************

      Business Response

      Date: 02/27/2023

      Unfortunately we are at an impasse in resolving the concerns of our customer.  Our software is currently limited and will offer any assistance possible in the meantime while we work to upgrade our current online features.

    • Initial Complaint

      Date:01/16/2023

      Type:Billing Issues
      Status:
      Answered
      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 paying $100 over my car note since May of 2022 and now that my account is paid ahead they won't give me an account statement. Thier website is already not user friendly in that there is not an easy way to see the breakdown of interest v principal. And now there is now way for me to see it. The interest amount was never an amount that you could tell was going down in a consistent manner.I have sent an email looking for an explanation but having not gotten anything. When you don't pay your they are quick to call or email, but now I get no response. I really want to know if my interest was recalculated based on the over payments. And what my principal is so I can try to pay it off.They are a second chance financier and I appreciate them writing the loan for my car however they don't have to treat customers poorly. Especially those in a better financial situation.

      Business Response

      Date: 01/18/2023

      We have spoken with our customer and believe their concerns have been addressed.

    • Initial Complaint

      Date:12/30/2022

      Type:Billing Issues
      Status:
      Answered
      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 brought this car almost 4 years ago and it has been nothing but issues with them. I have had financial hardship which is the reason i even filed bankruptcy in the first place and they prey on people like me. They harass you several times out of the week for literally only being a few days past due. They dont ever try to work with you. Practically had to beg them for a deferment after 2 years since covid and they claimed since I exhausted my deferment during covid I wasnt eligible. ***** was totally unexpected and that shouldve never counted against me. Interest rates are ridiculous it seems like I havent even paid anything down on this car, payment a month is ridiculous and everyone there is rude especially my account manager. I am ready to trade this car in. Ive had enough of these people

      Business Response

      Date: 01/12/2023

      We have spoken with our customer and have reached an understanding in regards to communication.

    Avid Acceptance, LLC is NOT a BBB Accredited Business.

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