Complaints

This profile includes complaints for AC Auto Pay's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AC Auto Pay

  1147 N Broadway Denver, CO 80203-2106

  
• 

  AC Auto Pay

  8055 E Tufts Ave Ste 1100 Denver, CO 80237

  

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:08/03/2023

  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 believe that this company is fraudulently mining data under faculae pretenses. They only operate over text, and do not answer calls, but assure you your loan is approved after uploading personal information. You are then contacted by a lender (*****) who says they dont offer the type of financing you were looking for and say they arent responsible for AutoPay. When you select do not sell my data you are put through a loop.

  

  Business Response

  Date: 08/10/2023

  Hello and thank you for the opportunity to address this complaint.
  
  Our primary goal here at AUTOPAY is to provide the best customer experience possible while assisting with their auto financing needs. As such, we are deeply saddened to know that we were unable to meet this goal for this customer at this time.
  
  ******************** did receive an approval from a lender for this customer and we were working on moving forward with the purchase. Unfortunately, complications arose during the process that made it so that we would be unable to move forward with the purchase financing.
  
  A manager has reached out to the customer to explain the situation and answer any additional questions she may have. 
  
  We are very disappointed that we were unable to assist the customer with their auto financing needs at this time as this was not the outcome we expected. We do thank the customer for being willing to try ******************** for their auto financing needs.
  
  Should the customer have any additional questions or concerns in the meantime, we invite her to contact our escalations line at ************ and we would be very happy to assist her further!
  
  Please note that our hours of operation are Monday-Friday 7:00am-7:00pm MST, Saturday 8:00am-5:00pm MST, with no hours on Sunday.
  
  

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was looking at a pre-approval to refinance my current auto loan through Autopay in the Credit Karma app. They did an unnecessary hard credit pull and that affected my report. I DIDNOT authorize that pull and nowhere was it mentioned that the pre-approval will require a credit pull and I wouldn't have done it if it was the case. Additionally the pull was done by some obscure company in ***** which is even more infuriating.

  

  Business Response

  Date: 08/02/2023

  Thank you for the opportunity to review these concerns. 

  A member of our escalations team and loan specialist Team has reached out by phone to resolve the customers concerns however, we have been unsuccessful in reaching him. Consent to pull credit is given when submitting your information through Credit Karma. At this time, we have provided an offer for his review and no credit pulls can be removed. We appreciate this customers consideration,and hope to hear from him soon!
  
  We welcome the opportunity to speak with the customer regarding any additional questions or concerns, by reaching our escalations line at **************.
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 8:00am-5:00pm MST on Saturday with no hours on Sunday. We value your time and consideration.

• Initial Complaint

  Date:07/21/2023

  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 received on credit karma what would be consider "**********" button which claimed that based on my credit score the company autopay would offer me an apr rate of about 5%. After going through the process they told me that the best they can do is a rate higher than what I have now.....Auto pay told me they are affiliated with credit karma. And that the rate was based on ********** but in ***** they can't get it.I explained credit karma has my social and address there's no way I should be falsely advertised rates then hurt my credit score because you guys want to swallow my payments....Their partnership with credit karma Is deceptive and I was met with lies to justify the situation as if they were sharing another states rates with me.On top of that klcredit karma was sued in a class action lawsuit for simular practices.To work with a company that got sued for these kind of practices says alot about the goals.... auto pay is not helping people but merely trying to keep simular rates to earn more profits and allowing other companies to advertise their rates as being low to get their foot in the door.....The worst part is I felt like that was messed up then I researched and found that class action lawsuit....Only if I had known sooner...I'm just an American that would love a better interest rate because I work hard for my money and my credit score is in the 720s....

  

  Business Response

  Date: 08/01/2023

  Thank you for the opportunity to review and address these concerns. A member of our escalations team has reached out by phone to resolve the customers concerns and we are disappointed to hear his experience was less than excellent. 
  Autopay is a third-party broker who works with a network of lenders to find the best offer available in the market today. We received authorization from the customer through Credit Karma for our lenders to conduct a hard inquiry in order to present this customer with a final approval.Our lenders were not able to present him with a rate that would improve on his current loan and the application was cancelled. Any pre-qualifications extended by Credit Karma on AUTOPAYs behalf are not guaranteed and are marketed based on public information. These disclosures can be found at the bottom of the submission page where the customer must click a check box indicating that they agree to all Terms, including a credit pull authorization, in order to move forward.
  The customer indicated that he would remain dissatisfied unless the credit inquiries were removed. We received the application from the customer with authorization to pull credit. As such, we would be unable to have the inquiries removed and are therefore unable to fully satisfy the customer.
  We welcome the opportunity to speak with the customer regarding any additional questions or concerns, by reaching our escalations line at **************. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 8:00am-5:00pm MST on Saturday with no hours on Sunday. We value your time and consideration.

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was sent a letter stating that I was pre-qualified for refinance on my auto loan. Attached is the letter stating that I could save 160 dollars a month and lower my interest rate. Upon calling them to set up this pre-qualified loan, the gentleman told me that my car was too old. My question is, if they have all of my information, including monthly payments then why wouldn't they know what year and make my car is?

  

  Business Response

  Date: 07/31/2023

  Thank you for the opportunity to review and address these concerns. We have contacted this customer and addressed his questions. Our marketing materials are based off public information and ultimately the customer must submit an application in order to receive a final offer.
  
  The vehicle in consideration is older than the 10 years old maximum our network of lenders require. Opt out information is at the bottom of the pre-qualification sent and disclosure of terms and conditions with this information on the back.
  
  We welcome the opportunity to speak with the customer regarding any additional questions or concerns, by reaching our escalations line at **************.Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 8:00am-5:00pm MST on Saturday with no hours on Sunday. We value your time and consideration.

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given the guidance that I was pre-approved for a specific refinance % and that they were not going to pull my credit. This communication came via Credit Karma, and their website, and then out of no where my credit was pulled. I did not authorize this transaction, but it a hard credit check took place. In addition to that, I did not hear from thier company until 5 business days later where they told me that the rates that they are going to offer me are actually higher than the rates that I am paying now. I was originally offered x percentage, and then, the good ol' bait and switch came into play. This is completely unacceptable, and extremely shady. Quite frankly it is bad business, and the professionalism, communication, and experience was very poor.

  

  Business Response

  Date: 07/27/2023

  Thank you for the opportunity to discuss and review this customers concerns.
  
  A member of our escalations team has reached out to resolve the customers concerns regarding credit pull authorization and refinance process through Autopay. At this time, we have resolved this customer concerns and are saddened to hear his experience was less than excellent.
  
  Should the customer need to speak with us regarding any additional questions or concerns, by reaching our escalations line at **************.
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 8:00am-5:00pm MST on Saturday with no hours on Sunday. We value your time and consideration.

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20345335
  
  I am rejecting this response because Autopay did nothing to resolve the issue. They are trying to save face here, and publicly claiming that the dispute has been resolved when it has not. I stand firm that this company scammed me, and I warn all buyers.

  
  Sincerely
  

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

  

  Business Response

  Date: 08/04/2023

  In order for Autopay to receive an application from Credit Karma, the applicant must go through an authorization screening prior to being able to submit the application. This is by way of a check box that the applicant checks attesting that they are agreeing to terms that are listed thereafter, including a Credit Pull Authorization. Applicants cannot submit an application unless they check that box and click Submit for Approval.
  
  A member of our escalations team reached out to the customer to discuss his experience, explain the process, and answer any additional questions he may have. During this conversation the customer indicated that he felt that this was incorrect. It was explained to the customer that because we received the application with authorization for pulling credit via Credit Karma that any disputes would need to be taken up with Credit Karma if he felt that was done incorrectly.
  
  The customer indicated that he would not be pleased unless the inquiries were removed. We did receive a completed application from the customer with authorization to pull credit. As such, we cannot have the inquiries removed are therefor unable to fully satisfy the customer.
  
  We have done all we can to assist the customer with understanding the process and answering his questions. There is nothing further we would be able to do to assist the customer at this time and are considering the matter closed.

• Initial Complaint

  Date:07/18/2023

  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 trying to refinance my auto loan and sent in the application to AutoPay. Little did I know they would send my application to at least 10 other companies which plummeted my credit score 50+ points with ALL 3 credit bureaus! I do not recommend this company as there is nothing on the site that states they are going to our source my application and destroy my credit!!! THIS COMPANY IS A SCAM!!! I received a voice mail saying I was approved and to call ******************************* back. I have tried to reach him for 3 days and getting no response after they destroyed my credit!!! DO NOT USE THIS COMPANY!!!!!

  

  Business Response

  Date: 07/21/2023

  Thank you for the opportunity to review these concerns. We have successfully contacted the customer to address and resolve the issues discussed in her complaint.
  
  We are saddened to hear that this customers experience has been less than excellent, as we strive to provide the best experience possible. Should this customer have any additional questions or concerns, we invite her to contact our escalations line at **************.
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 8:00am-5:00pm MST on Saturday with no hours on Sunday. We value your time and consideration.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20338239
  
  I am rejecting this response because:

  there was no resolution. Due to autopay out sourcing my application without my knowledge my score went down 40+ points! Very bad business when you are not informed that the company you apply at will not be the ones pulling your credit ONCE! Not so many different companies that it lowers someone credit score that much!
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/09/2023

  Thank you for the opportunity to review this customer concerns, a member of our escalations team has addressed all complaints regarding the Auto Pay process as a third party broker.
  
  At this time, the manager assigned to this customers account presented ************************* with the best offer possible that we received from our lender. It is for the benefit of the customer to remain in her current loan. We received authorization through credit karma to proceed with her application resulting in hard inquiries and any pre qualifications are not guaranteed offers.
  
  Should this customer have any additional questions or concerns, we invite her to contact our escalations line at **************.
  

  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 8:00am-5:00pm MST on Saturday with no hours on Sunday. We value your time and consideration.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20338239
  
  I am rejecting this response because: I was not told that this was a broker who would farm my account out to numerous other companies and hit my credit at every turn! This is unacceptable!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/10/2023

  Type:Sales and Advertising 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 received multiple advertisements for auto refinance with rates at ****%. It indicated I was pre-approved, etc. I applied, and only AFTER they pulled my credit and approved me for a loan, they then tell me their lowest rates are over 6%. My credit is over 800, so I am a top tier borrower. Their false advertisements are misleading, and ultimately after pulling my credit have damaged me. This company should be made to pay for their lies.

  

  Business Response

  Date: 07/14/2023

  Thank you for the opportunity to address this complaint.

  We strive to provide our customers with the best experience possible and are disappointed to hear that this customer may not have received such an experience from us.

  The rates the customer received by way of advertisement were starting rates for which the customer was pre-qualified (not pre-approved) based on limited information available and are not to be taken as guaranteed final rates. Once additional information is received by way of a completed application and an official credit report is pulled, these rates are adjusted to that which the lenders are able to provide an offer for. A lender cannot present him with this final offer until they run his credit.

  A member of our escalations team has reached out to this customer to discuss the application process and address his concerns. During this conversation, the customer communicated that he does not accept this response as he believes we falsely advertise our rates. Again, the advertised rates are starting rates and are only pre-qualifications, not actual approvals.

  We are saddened that the customer remains displeased, however we welcome the opportunity to speak with the customer regarding any additional questions or concerns he may have by reaching our escalations line at his convenience at **************.
  

  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 8:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/27/2023 I went to Autopay's website to fill out what I believed to be a prequalification form. I wanted to make sure that I was not filling out a credit application, and that submitting the form would not result in a hard inquiry. I read through the terms, which stated that autopay would conduct a "credit pull", put it did not specify what type. I contacted a representative who told me that it would only conduct a soft credit pull, and that a hard credit pull would not be performed unless I decided to go further with the application after going through the pre-approval process. With that information, I submitted the pre-approval. Within a few minutes, I received an alert from all three credit bureaus informing me that there was a new inquiry on my report. I checked and confirmed the inquiry was from autopay. I additionally received an email from Autopay stating that they had submitted a credit application to lenders, something I did not want to do, and something I was told would not be done without my permission. I called Autopay to talk about this, and they told me there was nothing they could do about it, stating that the terms and conditions said they would do a credit pull, however, as previously stated, it didn't specify which kind, which is what led to me requesting more information. I was either intentionally misled by Autopay so that they could get me to submit a credit application, or their representatives are not knowledgeable about the prequalification process on their website. Either way, I was given bad information which led to an inquiry, something I very specifically contacted them to ensure would not happen. I think that because they told me that wouldn't happen, but it did anyway, they should remove the inquiry.

  

  Business Response

  Date: 07/11/2023

  Thank you for the feedback and opportunity to address these concerns.
  
  A member of our escalations team has reached out by phone to resolve the customers concerns however, we have been unsuccessful in reaching him. We welcome the opportunity to speak with the customer regarding any additional questions or concerns, by reaching our escalations line at **************.
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 8:00am-5:00pm MST on Saturday with no hours on Sunday. We value your time and consideration.

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20250571
  
  I am rejecting this response because:

  
  They say they have reached out to me, but I haven't received any form of communication from them. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/03/2023

  Thank you for your feedback regarding your application here at Autopay. We strive to provide our customers with the best experience possible. We are disappointed to hear that you did not received such an experience from us at this time. A member of our escalations team has reached out to you at ************** to discuss your concerns.

  We are unable to remove any credit inquiries due to the authorization given from our website, and provided all information necessary to answer all questions. We welcome the opportunity to speak with the customer regarding any additional questions or concerns, by reaching our escalations line at **************.Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 8:00am-5:00pm MST on Saturday with no hours on Sunday.

  If this is a case of identity theft and you did not submit your information, please file a police report and we would be happy to assist you in removing those inquiries.  We apologize for any inconvenience, I have placed your application on a do not contact status, you will no longer receive communication from Autopay.

• Initial Complaint

  Date:06/26/2023

  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.

  This company offer me refinance my Auto Loan , but the sent my aplication to another companies to do it , that i didnt autorized , My credit score goes down 17 points , Because this company sent to run my credit report in another banks.

  

  Business Response

  Date: 06/27/2023

  Thank you for the feedback and opportunity to address these concerns.
  
  We strive to provide our customers with the best experience possible and are disappointed to hear that they may not have received such an experience from us at this time.
  
  A member of our escalations team has reached out by phone to resolve the customers concerns however, our attempts have been unsuccessful.We welcome the opportunity to speak with the customer regarding any additional questions or concerns, by reaching our escalations line at **************.
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 8:00am-5:00pm MST on Saturday with no hours on Sunday. We appreciate your time and understanding. 

• Initial Complaint

  Date:06/19/2023

  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.

  This company has not sent me any information regarding my vehicle being refinanced. I as of yet received paperwork that is needed to go to the ************ and I am going on 3 months. When I went online to make a payment my account number was invalid which I have a screen shot for that. I called the company that I was told who refinanced my loan and was told they dont have any information regarding my loan and to contact Autopay. Autopay had someone contact me stating they wanted me to make a payment and I let them know I wasnt comfortable with them and I would like for my bank to refinance however I need the information and I was told its no way possible. This company has stressed me and out and at this point Im willing to let them come get the vehicle and I go get another one.

  

  Business Response

  Date: 06/26/2023

  Thank you for the feedback and opportunity to address these concerns.
  
  A member of our escalations team has reached out by phone to resolve the customers concerns however, we have been unsuccessful in reaching her. We welcome the opportunity to speak with the customer regarding any additional questions or concerns, by reaching our escalations line at her earliest convenience to **************.
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 8:00am-5:00pm MST on Saturday with no hours on Sunday. We value your time and consideration.
  

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20207305
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************