ComplaintsforAAR-Auto List of Canada (1999) Inc.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Meshwa ***** | Financial Services Representative at AAR Financial Inc. ** ** ************ did a inquiry on my credit file with out written or verbal permission. She at no time was given permission to check my credit file. I asked her for proof from her the permission was given and no response.

  

  Business response

  07/02/2024

  Thank you for bringing this matter to our attention.

  We are currently investigating what occurred.

  In the meantime, we have faxed a letter to ********** today requesting they remove the inquiry from the customer credit file.

   

  Customer response

  08/02/2024

   
  Complaint: ********
  
  I am rejecting this response because:  

  
  
  

  I am waiting for the outcome of there investigation and see if they keep their word on removing the inquiry with ********** then i will be satisfied. Thank you 
  
  Sincerely,
  
  Tyler *******

  

  Business response

  08/02/2024

  Following up:

  -the staff person who dealt with this customer is no longer employed with us,which is making it more difficult to piece together what occurred

  -we will update regarding the bureau as soon as we have received confirmation of the removal of the inquiry.

  Thank you

• Initial Complaint

  31/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I* **** **** ******* have applied for a loan through this company, I have a credit rating above ***. I was contacted by 8 different people from this business, a lot from different divisions and locations. When I mentioned this to one of the agents they told me, "Just ignore them". I provided all the requested documentation and then they ask me for 9 references, 9. That seems excessive. Then, when the agent tried to contact them all and was unable to reach some, they accused me of providing false information! Which, I hadn't. I checked with all my references and updated any required information and resubmitted it to AAR. Still nothing, I followed up a week after I was told I was approved but before they told me issuance of my loan was dependent on my 9 references, The agent is rude, there is no follow up, they were not transparent about the 9 references being required as a condition to issue the loan. **** ***** ** * *****

  

  Business response

  05/02/2024

  Thank you for bringing this matter to our attention.

  The concerns raised by the customer appear to center around our requirement that potential customers provide us with 9 references as part of the application process.

  This requirement is made clear to all potential applicants from the outset,and is done for a variety of reasons including:

  -creditworthiness assessment

  -verification of information

  -financial responsibility

  -fraud prevention

  -customary practice

  In this particular instance the potential customer did provide the references,but unfortunately our staff had some difficulty in  contacting a number of them,This was communicated to the potential customer,but in no way was it intended to suggest that the information provided was "false",and if that impression was left we certainly apologize for same.

  Further attempts to communicate with the individual in question have been made regarding the potential of proceeding with the loan application process without benefit of a reply.If they wish to purse it further we would be pleased to hear from them.

   

  Thank you

   

• Initial Complaint

  09/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have applied for loans with this company on a few occasions after receiving a pre-approval email or letter. I do have bad credit since COVID and I am trying to slowly rebuild. I apply for a loan smaller that the pre-approved amount, I usually apply for $********** of the $**** pre-approved amount. I receive numerous follow up emails for paperwork, paystubs, bank statements, etc and told they will have the loan approved asap. After forwarding the requested paperwork, the communication goes silent from the initial contact person. I'll then receive an email from another staff (usually from another branch) to send the exact same paperwork. I forward paperwork again and then receive no response. I start phoning, only to be told by one person, denied, and the other person that the loan requires a co-signor. I question the 99% approval rating and they will have their manager contact me. They do not. So, I contact their Head office in Winnipeg where "the Manager" who approves loans works, she will look into the matter and let me know as they should be able to offer something with my current income. It has now been 5 days and still nothing.

  

  Business response

  18/05/2023

  Thank you for bringing this matter to our attention.

  This individual has applied for loans with us on a number of occassions.

  As with all lenders,a pre-approval is subject to a credit check and examination of the persons credit history and financial situation

  Unfortunately, this consumer has had each of her applications declined after our review of her financial circumstances

  Thank you

  Customer response

  18/05/2023

   
  Complaint: ********
  
  I am rejecting this response because: the company advertises bad credit loans, helping people when they need it most to get back on their feet.  Helping people with bad credit, they have listed under FAQs that although your credit score is a factor in their decision, many other factors play a part in their decision.  I clearly explained to them what the money would be used for ( to clear up payday loans and have positive hits to credit with one bi-weekly payment) they have a 99 % approval rate.    I understand my credit is currently bad, but, it didn’t used to be, I applied with this company for their advertising listed ***** *** ********* I don’t believe they based their decision on many factors, this was a credit rejection only.  If they took other factors into play, speaking with the person, seeing the income has increased, etc, knowing that the loan would be used to clear up small debts, and with a 99% approval rate, the application should of been approved based on the other factors.  
  
  Sincerely,
  
  Denise ********

  

  Business response

  18/05/2023

  Thank you for the further update.

  All factors were taken in to account with respect to the applications of this customer and they were declined.

  Thank you

• Initial Complaint

  14/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Needed to change banking information for loan payments to come out a different bank. I requested this change back in the beginning of February. The name of the employee that was going to make the change her name was Aashima. Then I got an email from a Jasleen saying that the banking information was updated. Then I was notified from Rabnoor saying that a payment was missed. I explained to her that the banking information needed to be updated so that the money can come out of the right account. Then I emailed Rabnoor asking to change the payment date. She proceeded to say that i had to make a met transfer to cover a payment that was missed because the banking information was not set up correctly. She also proceeded to tell me that they needed to charge me $** to change my payment date. * ***** **** *** ****** ******** *

  

  Business response

  22/03/2023

  Thank you for sending this information regarding the personal loan Christopher ******** took from AAR Financial Inc. I have carefully reviewed client’s complaint. Below is our response:

  Due to the staff changes on this client’s file, we apologized to the client for any inconveniences. Our colleagues have actively worked it out with this client by updating correct banking information towards client’s loan with a new payment date. We waived $** service fee of changing payment date and the reversal fee of returned payment for this client. In conclusion, client is satisfied with the solution we offered.

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

  Sincerely,

  Bella ***

  Customer Service Representative

• Initial Complaint

  07/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Our last day of payment for our loan was on Feb 17, 2023. We have been constantly trying to get the detailed computation of our loan using the Incentive Agreement that the Interest Rate went down to 29.90% from 34.90% with the Loan Origination Fee of $** *** instead of $** *** but the CSR Supervisor does not want to provide it saying that the Incentive Agreement has nothing to do with it. We strongly believe that it is right to know what we have paid and how the balance ended up that way. * **** ******** *** *** ********* ********* ** **** ** ***** *** ** ***** ** ******* ** *** **** ******* ******** *** **** ** ***** **********. We would like to get the detailed computation of all the interest and why some of our payments were only credited to the interest and nothing went on the principal. If in any case, we did have the overpayment, we demand it to be refunded back to us plus the insane amount of interest that they have charged us, & we want all the paperwork for the loan discharge & the lien on our property to be taken out as soon as possible.

  

  Business response

  17/03/2023

  March 16, 2023

  Thank you for sending this information regarding the personal loan ****** ******* and **** ******* took with AAR Mortgage Inc.

  Ligaya and Joli took their loan from us in 2016. According to their payment history, they made 178 payments without missing payments. Client has paid $********* after the last payment of February 17, 2023. The required total amount needs to be paid is $********* (lump sum of $****** loan amount, $*** legal fee to register the security, $***** loan origination fee and $*** ****** interest over the term). The remining balance is $******. We offered we would waive the $****** for the client due to our internal errors about client’s banking information.

  So, clients did not overpay us. We have cancelled all future payments of this loan after the last payment date of February 17, 2023, and informed the clients that they only need to pay $*** legal fee to discharge the security which is exclusive to all fees stated in the agreement, including $*** of discharge document preparation fee and $*** of Winnipeg land title fee. Out legal team will start working on the discharge request once we receive $*** from clients.

  Please feel free to contact us if you need further information.

  Regards,

  Bella ***

  AAR Group of Companies

   

  Customer response

  17/03/2023

   
  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, however, we would like the detailed breakdown that they stated on their response for us to have the physical copy of the said amounts.

  We will reach out to them and pay the $*** legal and documentation fees to take off the lien on our property once we receieved the requested document.

  
  Sincerely,
  
  Joli *******

• Initial Complaint

  29/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have requested numerous times to be provided with the principal balance outstanding on my loan and have been continually refused I would like a complete breakdown of the balance AAR claims is owing...principal, interest, nsf fees, additional charges, etc.

  

  Business response

  05/08/2022

  Business Response /* (1000, 10, 2022/08/03) */ I can advise that I personally forwarded the requested information to Ms. *********. She has been provided with a breakdown of the principal, interest, fees, etc. for each open account she has with us. I would like to comment that Ms. ********* has not made payments on either of her accounts with us, with the exception of one payment made, in approximately 9 months. Yours truly, Christine******* Administrative Assistant Supervisor AAR Group of Companies ******************************************************** ****************************************************** Consumer Response /* (2000, 12, 2022/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have not had a chance to review the documents however, since you wanted to comment I'd like to respond that I was advised my balance was $3200 and the payment made was $700

• Initial Complaint

  20/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The vehicle I was buying was a 2013 Jeep Grand Cherokee in "mint condition". I was told everything was working mechanically and electronically, it had new winter tires on it that it came with 2 key fobs, and that it had just been to a jeep dealership to make sure it was all good to go. The agreement was they would deliver the vehicle to Kenora where I would test drive it , if I was not satisfied with the vehicle within 7 days they would pick it up in Fort Frances and my money would be refunded. They were 4 hours late for our appointment in Kenora and only had one key fob that the vehicle keeps saying is damaged. The "new winter tires" are weather checked and need to be replaced. I texted within 15 hours of having the vehicle that I was not happy and the check engine light was on. The refused to come get it and was told to take it to a dodge dealership, while at the mechanic shop it did not pass Ontario safety, had multiple issues that cost a lot of money. After much stress and fighting with the salesman's and owner of the business they paid to have somethings fixed. All I wanted was my money returned and the vehicle gone. This is not a "mint condition" vehicle, I was only able to drive it 2 times once getting it home! With issues that continue to arise. I am hoping you can help me in anyway, if you need more information, please feel free to contact me. Thank you! Debbie

  

  Business response

  24/08/2022

  Business Response /* (1000, 17, 2022/08/08) */ Hello, Thank you for your email. We can advise with respect to the vehicle that there were issues noticed, which we had corrected right away. On the day the sales associate left our dealership with the vehicle, to bring it to Ms. ******** the check engine light came on. The sales associate than brought the vehicle to a dealership in Winnipeg to have it looked at, which is why they were late for the meeting. Unfortunately, the check engine light came on again on the way to Kenora, so we had Ms. ******* bring it to a dealership in Kenora, and had the vehicle fixed at our expense. She was satisfied with this arrangement. At no time, did we advise Ms. ******* she could return the vehicle within 7 days. We do have a company policy where a vehicle can be exchanged within 30 days if there are issues with the vehicle, that we do not attend to the fixing of. In Ms. ******* case, we had the vehicle fixed at our expense, reimbursed her for floor mats she purchased for the vehicle, and went above and beyond to make sure she was satisfied with her purchase. Yours truly, Christine ****** Administrative Assistant Supervisor AAR Group of Companies ******************************************************* **************************************************** Consumer Response /* (3000, 19, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not what happened at all! I waited in Kenora many hours passed the agreed upon meeting time. When I contacted the sales person he said there had been an accident and that is why they were late. At NO time did they advise me the check engine light had come and they were getting it serviced at a dealership. I did not take it to a dealership in Kenora because the check engine light came on again. Had the check engine light came on in Kenora or had I been advised that it had come on during their drive I would have told them to keep it!

• Initial Complaint

  09/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I co-applied for a loan March 30th 2022 for emergency funds/vet bill due to an injury my dog needed immediate surgery for. I did notice during the application process the rep who only communicated via text was vague and/or slow in responding however he did assure us the same day as applying that we were approved for $2500. I was told on March 31, that the documents would be sent right over for signing and the money would be in my account in 3-4 business days. This was cutting it close because we needed it by Wednesday but was still sufficient, we just asked for urgency and explained the situation. Mon I phoned the branch, they assured me that the account was funded that day and the funds would be in my account within 48 hours. Badar ****** told us to sign the documents the money would be in the account Wed. Wed comes and we have to leave at 4 am from our city to get our dog to her surgical appointment, we left with literally 1/2 tank of gas and $10 in the bank. They assured us we would have it. Get my dog to the vet 3 hours away and the money still isn't there. No one's answering my calls or texts. Then around 11 AM I receive a text from Badar, our auditors made a mistake on one of the papers I just emailed you a new copy to sign, we quickly sign the document and respond to the text saying OK we've signed it but the money will still be there today right? Now we have no money/gas, we're 3 hours away from home we need to give the vet $2000 and we were assured the money would be in our account. No response. I ask for him to phone, he says ok in 10 minutes. 40 Minutes goes by before I text again and say are you going to phone. then he phones and says I'm sorry this was an honest mistake, the money won't be there but he would try and get emergency funding into my account that day, he promised he would communicate a resolution and not leave us hanging, that was the last I ever heard from him. We got the money Friday. ************************************************

  

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/04/19) */ Thank you for bringing to our attention the above referenced complaint. By way of background, Max ******, partner to the complainant Ms. *****, contacted our office with the view to obtaining a loan, on or about March 30, 2022. His loan application was approved, and the documentation was forwarded to him via DocuSign on March 31, 2022, for both himself and Ms. *****, to execute. Mr. ****** was advised by our office that once the loan documents had been completed, signed and audited, the funds would be direct deposited into his account in approximately 3-4 business days. After Mr. ****** reviewed the documentation, he asked the loans officer handling the matter to remove the insurance from the loan and the documents were amended and sent to Mr. ****** on April 1, 2022. There was some delay on the signors end to return the documentation to us, as they needed to complete reference forms and Ms. ***** had to provide further documentation. On Saturday April 2, 2022, our loans officer had everything he needed to proceed with the next step of the loans process, and he submitted the file to our auditing department. The auditing department is not available on the weekend. On Monday the file was reviewed, some corrections were to be made to the file, and then it was back to the auditing department. Our loans officer then advised Mr. ****** that the ear***st day possible that the funds would be available was Wednesday April 6, 2022. The loans officer involved in this loan was on a scheduled day off on Tuesday April 5, 2022 and when he returned on Wednesday April 6, 2022, he found, through an inadvertent error important personal information of one of the signors was incorrect in a document. Our loans officer contacted Mr. ****** and apologized for this error and advised he would need to re-sign the document. Mr. ****** did so the same day, and the file was completed for funding. The funds were then direct deposited into Mr. ******'s account on Friday April 8, 2022. Although there were some minor issues throughout the loan funding process, Mr. ****** was made aware and was kept informed throughout every step of the process. Should you need any further information, please let us know at your ear***st convenience. Consumer Response /* (3000, 7, 2022/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) All proof of actual communications via text messages were provided so trying to *** at this point is just going to make your business less credible. I actually Looked at the timestamps from when the documents were sent originally to sign, documents received at 10:50 am via email, they were signed and returned in less than an hour at 11:27 am. There was no clear communication during the process, in fact we asked the loan officer several times to either transfer our file to somebody who can communicate promptly or to please be respectful of our urgent situation and communicate himself which he assured us that he would which he did not follow through with. You can also see in the proof of communications with the loan officer that funds were promised to be in our account by Wednesday the sixth latest which they were not. I also spoke to someone else at AAR Financial via telephone on Monday the fourth, and they had told me that the account had been funded that day and that the funds would be deposited within 48 hours. I was not told until later in the day on Wednesday the sixth, after reaching out myself to the company looking for the deposit because it had not hit my account yet, that they had made a mistake and now had to re-sign documents . We were completely kept in the dark, misinformed, ******************************************************** I will not accept anything less than having all loan application fees, processing fees, interest charges amended. I will happily pay the full amount of the deposit that was made into my account on Friday, April 8 but not a penny more. *********************************************************************************** Business Response /* (4000, 12, 2022/05/05) */ ****** ******************************* After reviewing Ms. *****'s response, I believe that there must have been some miscommunication between the consumer and our office. If a representative of our office, who is not the loans officer dealing directly with a file, receives a call from a customer, they only provide general information. They do not provide specifics regarding pending files. It is our typical process that if a file is labelled as funded, the funds are deposited in the customers account within approximately 48 hours. This would have been the information provided to the customer. It was not until the loans officer who was handling this matter, returned from his day off, that he was advised of the error that required the customer to resign a document. As soon as the loans officer was made aware, he contacted the customer to advise them of same. As expressed previously, we apologized to the customer for this error, and there was no ill-intention when dealing with them. We are not prepared to re-negotiate the terms of the agreement due to an inadvertent error. Thank you, Christine Pishak Administrative Assistant Supervisor Quick Auto Lease Inc./ AAR Mortgage Corporation

*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. ↩