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:19/10/2024

  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 a loan with AutoCapital Canada for a 2019 **** ******  and *** ** ***** *** **** I surrender the vehicle under my own free will and under consent from AutoCapital Canada to repossess the vehicle and was seized on September 11th 2024 by warrant that states seizure is instructed to realize the sum of 26,958.78 owing under the security agreement plus cost. **** ** *********** *** ******* *** ** ******** *** ******* ***** **** *** *** ***** * ******** *********** ***** * ******* ***** *** ******* *** ******* ******* ***** ** ******* *** ******** ***** ***** ** *** ******* ***** ***** * ************** ******** ********* ** ******* ********* ****** *** ** ********** ** ******** ** ********** **** ** *** ** ****** *** * ******** ******* *** ******* *** ** *** ******* ***** ****** ** ******* *** ******* ******* ************** ******** ******** *** *** ***** *** ******* ** ****** ** ************ *** *** ******** ***** ** *** ***** ** *** **** ** *** *************** ******** ** *** ******** ** *** *** ** ** *** ********* ******* *** ******* ***** *** *** ******* * that leaves me not responsible for remaining cost but they have been calling more then twice a day and texts and emails me to still recollect the full amount after I surrender the vehicle back already *** ******* ** ** *** ****** ***** * *** ** **** **** * ******* ****** *** * **** *** *** ********** ** ***** *** ******

  Business Response

  Date: 29/10/2024

  Good day,

  Thank you for the opportunity to respond to this concern.   We have reviewed internally and unfortunately, we did indeed fall short of our expectations and did not handle the file appropriately after seizure of the vehicle.

  We apologize for any distress and frustration our actions have caused.   We have taken steps to coach the agent that was working this file and we have also added this customer to our "do not call" list and the calls should now be stopped going forward.

  Again, we apologize for not handling this as well as we should have and should the customer have any additional concerns they can contact our customer service department via telephone or by email ** **********************************

  Thank you,

  AutoCapital Canada

• Initial Complaint

  Date:20/02/2024

  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.

  Had a loan on a vehicle through Autocapital Canada. Vehicle was totaled in an accident. Required to send payment in full for lien of vehicle. Autocapital gave the required information for the cheque to be sent, would not accept electronic payment or allow cheque to be personally cashed the made to them. Entire process began in December when vehicle was totaled. I received the cheque from **** and was told to sign and endorse it then send to Autocapital. Autocapital confirmed the address to send it to, and the cheque was sent promptly. When asking for an update, payment supervisor stated the payment is lost and to re send it to them. This would take another 3 or so months *** ** ***** **********. We are owed a substantial refund as the amount they needed to repay the debt was $9,563.85. They were sent $16,675.68 as they said it was required to pay them the full **** check reimbursement and they would refund me the remaining excess. *** ** ***** ********** I am left without a vehicle in the interim, and no refund which is rightfully mine. I have never missed a payment to Autocapital. Supervisor claims payment address had changed but did not inform me when I asked for that information originally. *** ****** ******* ******** *** ***** *************** I am seeking an immediate resolution to avoid involving a lawyer *** ******* ******* ********* **** *** ******** ** ** ******* I want my balance paid off and my refund given to me. *** *** **** ** ******* **** ** **** *** *********** Another resolution would be for Autocapital to allow electronic payment to be made from the **** issued total loss payment, I would not have to wait for my refund this way. No explanation as to why I am being forced to pay via paper cheque with lack of confidence, as I have never missed a payment to them.

  Business Response

  Date: 28/02/2024

  Good day,

  Thank you for the opportunity to respond to this concern.   We understand how frustrating this situation is and do feel for the customer.

  In an effort to rectify this as quickly as possible we have taken a number of steps.   We have reached out to the insurance company and asked them to put a stop payment on the missing cheque and have it re-issued to the correct address.   Prior to them reissuing a cheque, we have also asked the representative we spoke with to see if electronic funds transfer is an option and are awaiting a response on that as they had to take that question away.  Once the funds are received, we will escalate internally to have any overpayment amount issued to the customer as quickly as possible.   Our customer service team has also reached out to the customer directly to provide them an update on the situation and steps noted above.

  We hope that this can be resolved as quickly as possible to limit any further impact to the customer and are actively working with the insurance company to expedite.

  Thank you,

  AutoCapital Canada

  Customer Answer

  Date: 08/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: *** ******* ****** ** ***** * ******** ** ******* ** ******** ******* **** * ******** **** ** ******* ** ********* **** **** *** *****  **** *** **** **** ************ *** ******* ** ******* * ******* *** ******* ***** ********** ******* ******** ** ***** I demand a direct deposit from AutoCapital in the proper amount of refund owed to me immediatley. I will as of now persue all avenues of reimbursement *** **** ********* ****** ******* ************* ******* *********
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 22/03/2024

  Thank you for the additional feedback and sincerest apologies for the negative experience and impacts.

  We actively engaged **** earlier to see if they would issue an EFT and received guidance that the would be sending a cheque to the customer and not an EFT to us. 

  We have received confirmation that the replacement cheque was issued and mailed by **** to the customer on March 4th, 2024.  We attempted to call the customer however voicemail was not initiated and then followed up with an email to the customer to provide them the details we received from **** and requested that, once the cheque is received, to sign it and send it to our office location.   We continue to monitor the situation very closely and are hopeful that this can be resolved shortly.

  Thank you and apologies for the time it has taken to have this matter resolved.

  AutoCapital Canada

• Initial Complaint

  Date:04/12/2023

  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.

  Been waitibg gor refund 6 weeks , the staff telling me it has been process but not release yet . They promise cheque couple weeks now i phone and said its e-transfrer . My debts has been paid and they took the money after i pad it in full and closed . They kept delaying the return and interest accured on the loan that i fully paid already ? They give so much excuse , im nit sure where to complain ive phoned management them its just delaying delaying .

  Business Response

  Date: 06/12/2023

  Good day,

  Thank you for the opportunity to respond to this concern.   We have reviewed with our operations department and they have provided the following information:

  There was an issue with a payment reversal so this was not issued through the regular process and therefore was delayed. This will be issued tomorrow by end of day by EFT. The customer should see it by end of week in their account.

  We do apologize for the inconvenience and frustration this has caused and if they do not see the money in their account by the end of the week we encourage them to contact us and we will look into further.

  Thank you,

  AutoCapital Canada

• Initial Complaint

  Date:23/11/2023

  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.

  **** ******* ****** *** ** **** ** ******** ***** business plan has people paying up to 80 dollars for an NSF payment. They don't call before trying again leaving people not allowed to call during work hours at the whim of when they decide to take a 2nd try at a payment installment. Insurance was supposed to send lump sum to me only and a staff member named Sue contacted my insurance company to complain. Insurance was not by signed contract September 29th to do a multiple payee cheque. Error on insurance part prevented an etransfer because they messed up my account number. To fix this after autocapital contacted my insurance.. they broke settlement contract and issued cheque to me and this company after sue complained. I have spoken to multiple managers and had zero resolution.. but a note on my account to expedite the payment. Thankfully I got my cheque issued same day after superstar customer service rep ripped management a new one and bam.. 4 hours later it's in my account. This company made interest holding my 6100 for over a month. I want that interest back at the interest rates I was charged by them for holding my money. Unable to purchase another car until credit report was cleared by them a month and a half after date of loss of vehicle. Still had to fight with multiple ****** just to get my money. I had to borrow another 4000 for down payment on new car with interest charges. **** ** ************* **** ********** ********* ***** *** ** ***** **** ****** **** **** *******  They also never took into account my cosigner credit record. Now have new car.. with an 11.99 percent interest rate instead of 50 percent or more interest. Cosigner has extremely well credit rating and I only deferred 2 payments during that time.  and I believe you owe me a lot.

  Business Response

  Date: 04/12/2023

  Good day,

  We are currently reviewing this situation and will be in contact with the customer regarding their concerns.   We appreciate the feedback and will be in touch to discuss further.   We can also be reached at ************@*****************.ca.

   

  Thank you,

  AutoCapital Canada

  Customer Answer

  Date: 07/12/2023

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

  I have tried to settle with your customer service before.  As of this moment nobody has been in touch.

   

  contact me through this format and i want the head manager.  This would not have been happening if your emoloyee from september 29th minded her own business and did not contact my insurance provider.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 15/12/2023

  Good day,

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

  As has been previously stated, we do apologize for the delay from our normal SLA to provide the insurance refund to the customer and have issued a $50 **** gift card as a customer service gesture related to this aspect.   

  We do stand by the actions taken to have the insurance cheque initially issued in the name of both parties as this is industry standard for insurance cheques where this is an outstanding loan balance and lien held against the vehicle in question to ensure that the funds required to pay off the loan are applied and any residual balance is then issued to the customer.

  We wish the customer all the best in the future and are glad that they are happy with their new vehicle and loan.

  Best,

  AutoCapital Canada

  Customer Answer

  Date: 18/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: they emailed me privately.  As per bbb, I asked them to respond here.  Instead they are not going to issue a refund to me based on this letter.

   

  it was initially a gas card now its a **** debit card.

  they cant even be consistent with what they are saying. I do not trustvqnything they are sending as itll probably take a tear to receive anything.

  i am really angry.  They owe me money industry standards or not.

   

  cover the orher 475 dollars for the rental and we will call it even for the hassles and headaches your company caused.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:18/11/2023

  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.

  I sold my car to a dealership where they issued a buy out cheque to autocapital. This was done on Oct 26 2023. Problem is that ac is taking random amounts of money out of my account. They are not entitled to anything as per letter of buy out and cheque accepted. With them taking money from my account unauthorized has created other banking fees. I expect the money removed from my account to be placed back in the account. As well needs to be reported to bureaus that account has been paid in full and closed.

  Business Response

  Date: 28/11/2023

  Good day,

  Thank you for the opportunity to respond to this concern.  

  We have been in contact with the customer regarding the matter and are working to resolve and an refund has been requested for the additional payment taken regarding the account and we have offered to cover any associated bank fees.  We have also provided documentation stating that the account is now paid in full and closed.   

  For background on why additional payment attempts were made after receipt of the payout:  A payout quote was issued on October 26th for the amount of $22988.73 good through November 5th with per diem interest accruing after the good through date.   The payout cheque was received and posted on November 9th and therefore some additional interest accrued and the payout amount was not quite enough to cover this additional interest which resulted in the account staying open and payment attempts continuing.

  We apologize for any convenience this has caused and our Director of Servicing Operations is happy to assist if there are any additional challenges and has been in contact with the customer.

  Thank you,

  AutoCapital Canada

  Customer Answer

  Date: 30/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: It has not been issued the refund via direct deposit. Waited 9 business days to receive nothing but lies. Sorry but direct deposit takes 24hrs not weeks. Still very unhappy as for not getting any returned emails as for where is my promised refund by direct deposit. ****** ******** **********
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 30/11/2023

  Good day,

  We acknowledge that there are system challenges we are experiencing that has caused a delay in issuing the direct deposit as quickly as we had hoped and intended and apologize for the frustration this causing.  Our operations group is actively looking into the matter and we hope to have resolved shortly and refund issued.    Our Director of Servicing Operations who has had communication with the customer will continue to monitor the situation through to resolution and can be reached with any additional questions on the matter.

  Thank you,

  AutoCapital Canada