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:03/28/2025

  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.

  After receiving multiple adverts for iLending I finally dredged up the energy to contact them. My first red flag was how this company got my legal name to begin with, and when I questioned how they ever got my information to begin with the representative told me. "It's on the application." What application?! I had never even heard about this company until I got a piece of mail from them. The representative just continued to repeat "you don't have to continue with the application process" like I wasn't just trying to get answers about my personal information being given to a company I had never heard of. I disconnected from this representative and called back after reading online that this is a credible business. I gave them all of mine and my partner's information including social security numbers and the *** of my car, only for them to tell me at the END that they don't qualify people above a certain debt to income ratio (I was 4% off). Why is the debt to income question not one of the first that they ask before obtaining my SOCIAL SECURITY NUMBER? Why do they need my social security number if they can tell me theoretically without even knowing my name that I do not qualify. The representative who picked up the phone was formal and knowledgeable enough but the beginning of the call was confusing because instead of a typical greeting it was just "iLending" or something similar. I was like..... yeah, I know who I am calling? Like what am I supposed to answer to that? I'm advising that they advertise their criteria on at least the paper they send out because I could have told them my car payment and my rent are more than 50% of my income. Not to mention the fact that I already pay $500 a month for my car so why wouldn't I be able to afford their comparable rate of $300? "It's just the guideline of the bank" is the answer I received. But that is the point. WHY does it have that guideline when I am paying $200 more than the discount they are offering already. 1/100000

  

  Business Response

  Date: 04/03/2025

  Hello ********, I wanted to help address the 3 things brought up in this email. First and foremost, we cannot determine your DTI until you give us permission to access your credit profile, and this is done via your Social Security Number. Doing this before reaching out to you, or before obtaining your consent and verifying your social is illegal. Secondly, we obtained your basic information from Experian, for they will share non-credit profile information with us when they determine that you may qualify for a new auto loan. If you no longer want your information shared, please reach out to Experian directly and change your consent settings. Finally, we work with a network of credit unions across the country, and each of them have a unique set of credit restrictions to qualify for a loan. *** is always considered in these, and the reason why is it is a risk factor for the lender on if you can actually pay back your loan. We do not determine these restrictions nor control them for we are not a financial institution. Some lenders (not in our network) will raise interest rates to allow for higher risk factors such as a high DTI, which is why you were able to originally purchase your vehicle. We do not work with institutions like this, for these are not beneficial refinances for most customers due to the high interest rates and high payments. Due to this, we were unable to find a lender that had a tangible benefit for you to refinance into. Thank you.

• Initial Complaint

  Date:03/27/2025

  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.

  I recently purchased my very first car, and after purchasing i wanted to see what other loan rates were out there. I regrettably put in my info just to see what quote I could get, but I decided to pass on their offer. I have received calls and voicemails from them every day, and sometimes twice a day. I block every number from them that tries to call me, but they have tried to contact me with at least 10 different phone numbers at this point. I ensured that I was on the "National Do Not Call List", but every day they still call me. ******** from that company tells me he can get me a better loan. I don't care ********, your offer also ***** lol. Any ways, I really just want them to stop harassing me and I honestly don't know what else to do. I thought that they'd give up after a few days of back to back trying to call me, but it's been about 2 weeks of every day calls. I didn't commit to anything, I just clicked to view quotes. I'd get it if I owed them a payment or something, but I was just browsing. I have never in all my days had a company be so desperate to talk to me.

  

  Business Response

  Date: 04/03/2025

  Hello ****! So I first wanted to address that when you provided your information and clicked that you wanted to view offers on LendingTree, you override your consent settings for being on the National Do Not Contact list. This is why we started reaching out, is due to your expressed interest in an auto refinance. However, I do recognize that you no longer want to receive any calls. As a large company, we do not work off of one phone number, and have many agents that call out daily, so blocking a number that calls you does not notify us in any way that you no longer want to receive communications. For this, all we needed was to be informed that you no longer were interested in an auto refinance. To assist, I have placed in your file that you no longer want to be contacted. Thank you.

• Initial Complaint

  Date:03/19/2025

  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.

  I paid for ************* for my vehicle a 2016 ***** equinox which was paid off in February through *********************************,they sent the remainder of the *** check to Ilending on March 11,I have called multiple times and was given the run around with promises of receiving a call back from a supervisor,this never occurred then I was told to email which I did and still never received communication on the status of the refund. The *** for the vehicle is *****************

  

  Business Response

  Date: 03/25/2025

  Hello!

  We received notification of this refund on 3/10/2025, when we received the funds for this deal. We have this submitted to go out, and I will request a cutting of this check today. Due to our legal contracts with *********************************, we must cut all funds to them directly to distribute, so be aware of this when the funds are cut.

  Thank you,

  iLending.

• Initial Complaint

  Date:03/11/2025

  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.

  keeps calling me

  

  Business Response

  Date: 03/25/2025

  Hello,

  We have received and processed a DNC for you. We will no longer contact you.

  Thank you!

• Initial Complaint

  Date:01/09/2025

  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.

  This company is so unprofessional and used so much false information to me. When I confronted Winthrop and the managers on what misleading information was said to me, I got YELLED at over the phone. No one in this company communicates, they all ******* you with a million things, call you all day, always need something new, continue to just lie to you, then scream at you for it! I hate this company, ******** and the managers are all UNPROFESSIONAL and RUDE!

  

  Business Response

  Date: 01/22/2025

  Good afternoon Mikayla!

  I apologize for the frustrations that you encoutnered during your refinance process. I know that ****** **** reached out to you to help explain why you had received many calls following up for the remaining documents needed for your refinance. I know this can be frustrating, and it is unfortunately a required process to supply a potential lender with the supporting documentation that is needed to fund. However, I do know when ****** reached out to you, that he requested that we send a gift card for the inconvinences that you encountered during the process. This was sent on 1/13/2025, and was claimed on that same day. Due to this, I will consider this complaint closed with monetary relief.

• Initial Complaint

  Date:11/08/2024

  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.

  ILending contacted me about refinancing my auto loan. after i heard their terms and listened to the lady she was suppose to do a soft credit pull for auto refinancing so I said okay. Since then *** had several hard inquiries pulled and I called I Lending back and she said she actually authorized these companies to pull my credit report and I told her that is not what she said.

  

  Business Response

  Date: 11/14/2024

  Hello ********,

  I just spoke with you on the phone and wanted to recap our conversation. Since we decided to attempt to approve the ********************************* with your authorization on 11/8/2024, we will not be able to remove that inquiry. The second lender that received and inquiry was *********************************, and they are removing that inquiry. The final lender was ********************, and we have not received a response back about the removal of the credit inquiry. Since this decision is ultimately up to the individual lender, I cannot promise this will be removed but we have sent over all information for them to make that decision.

  Finally, I have attached a letter of consideration that you may present with any credit application or interview that will explain these inquiries. If there is anything else we can assist with on this complaint, please let us know.

• Initial Complaint

  Date:09/24/2024

  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.

  I was supposed to receive a refund from H33**35313736323534H for my gap insurance and have yet to receive it. I spoke to customer service and the representative told me it would be straightened out but then I was told they couldn&#**;t help me. I feel I keep getting the run around and I just need my refund sent to me.

  

  Business Response

  Date: 09/30/2024

  Hello ******,

  I apologize for the frustration that you have encountered during the refund process. Unfortunately, there is nothing else that we can assist with during the *** refund process. On 9/10/2024 we sent a check for the refund amount of $159.99 to ********************************* for your *** refund. This was sent to **************** due to the legal contract that we have with them, and they will be responsible for distributing the funds to you. I have attached a copy of this cashed check, that states the *** number of the vehicle and shows that this check is for you in the memo line. We sent this via ***** with the tracking number of 778500872457.

  Since we have already sent the funds, there is nothing else that we can do on our side of the refund process. If you need additional assistance, please reach out to **************** to see how to receive the funds.

  Thank you.

• Initial Complaint

  Date:09/13/2024

  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.

  Ive dealt with having to give information a lot lets be honest we all have. Not once have I been told to snoop through someones elses mail to find a utility bill to prove residency when I have state id I already send other mail I can show and paystubs

  

  Business Response

  Date: 09/17/2024

  Hello,

  As a refinance agency that works with multiple lenders, we do not dictate what stipulations are asked for when finding information to fund a loan. The individual lenders give us what they will and will not accept for acceptable proof of residency. While this can be frustrating, nothing that iLending controls will be able to change this. Unfortunately, I cannot change the individual stipulation on your loan, for we are not a lending institution.

  Thank you.

• Initial Complaint

  Date:09/10/2024

  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 initially looked into refinancing my car loan well over a month ago. Within the past week, this company has reached out and sent multiple messages and called several times including while I am at work. Each time the call is not a live **** it is a robot. I decided to play along with the automated text system and asked for a call back, thinking I'd actually get a customer service rep. ******** it is the same auto dial system with the same options and puts me on hold. STOP WASTING MY TIME WITH YOUR ROBOT CALLS!

  

  Business Response

  Date: 09/11/2024

  Hello!

  We completely understand your complaint, and are actually actively working on changing this system. We recently have made a ton of modifications to our system, and having phone calls be placed without an agent instantly available is one of the issues we have encountered. This then causes you to be placed in a queue, where you just continually hear the robot voice until someone is available. I apologize for the concerns, and we will make sure to get them fixed. If you would still like to see if we have any options for your individual refinance situation, I can have someone reach out to you directly so that you don't have to speak to an automated system.

  Thank you!

• Initial Complaint

  Date:08/29/2024

  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.

  The loan serviced ************************* told me he was adding a vehicle service agreement to my refinance but he never did. I am not full adept and lawyer talk contracts etc but I asked specifically for one and he said he was going to. Once I called and asked for the service agreement I am told there was never one placed on the car. He misled me as of course I would want a vehicle service agreement on an old car. Bad service took me a month to get ahold of him.

  

  Business Response

  Date: 08/30/2024

  Hello ******!
  
  I have launched and investigation into this file. First I wanted to define that in April of 2022 we did two loans with you, one for a 2018 *** FORTE and one for a 2012 *********BENZ GL-CLASS.
  
  For the **** I have reviewed the file and determined that a *************** Contract (VSC) was sold for this vehicle. This is contract number: VSC01451704 and is due to expire 5 years from 4/26/2022 or after ****** miles (from original odometer reading ******). I see no cancellations that have been placed on this product, so this warranty is still active. I have attached a copy of this contract to this file.
  
  For the Mercedes, I reviewed the file and determined that there was no products sold on this vehicle whatsoever. I pulled the phone call that discussed this, from April 26, 2022. At the 1 Minute and 27 second ***** he states, "That is just a straight deal with nothing on it". After discussing the first payment and the status of the Kia ***** ******* asked if it was ok to send over documents finalizing this ***** to which you responded, "Yeah". After reviewing this and other calls, I see no indication that a *************** Contract was offered on this loan. If you have any other materials that may change the outcome of this investigation, please submit those here for review.
  
  As per the difficulty of reaching out to ******* recently, I have escalated this to his director for internal correction.
  
  Thank you.