Complaints

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

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• 

  Sensible Auto Lending, LLC

  PO Box 4249 Danbury, CT 06813-4249

• 

  Sensible Auto Lending, LLC

  275 Middlesex Tpke Old Saybrook, CT 06475-4209

• 

  Sensible Auto Lending, LLC

  26 Mill Plain Rd Ste 2D Danbury, CT 06811-5186

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:04/07/2025

  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.

  To Whom it may concern, I am writing to express my deep concern regarding several unauthorized account with SENSIBLE AUTO LENDING Account number: ****** Account balance: $7,970.00, which I have been unable to resolve directly with them. I have discovered that accounts have been opened in my name without my knowledge, consent, or authorization. This fraudulent activity is not only a violation of my privacy, but it has also caused significant distress. I expect immediate action to rectify this issue. I am requesting that the Better Business Bureau assist in removing this account from my credit reports. I have attached copies of relevant documents, including my driver's license proof of address, copy of my social security card a cover letter and the my credit report, to support my case. I kindly ask for your assistance in facilitating a resolution to this matter. Please let me know if you require any further details or documentation. Thank you for your attention to this complaint. I look forward to your response and to a prompt resolution.

  Business Response

  Date: 04/10/2025

  We take all claims of identity theft seriously and are committed to conducting a thorough review. As part of our internal investigation, we reviewed the documentation and verification processes that were completed at the time of the loan application. These include:
  

  - A DocuSign certificate, showing SMS authentication was sent to and confirmed via phone number ###-###-#### — the same number listed in your *** Identity Theft Report.
  - A copy of an **** Driver’s License/Interim Documentation, which matches the identity used to open the account.
  - Verification of employment provided from the **** ** *********, including recent paystubs submitted during the loan application process.
  - Proof of address documentation listing the ********* ****** ****** *****.
  
  Based on the above, the information provided during the loan application process aligns with your known personal, employment, and contact information.
  
  The loan remains active with an outstanding balance of $7,969.89. On July 3, 2023, the borrower contacted Sensible Auto for assistance retrieving a vehicle from a tow yard following an accident. The borrower confirmed they did not have insurance at the time. The vehicle was impounded on July 1, 2023, and was subsequently scrapped by ** ****** *** ******** on October 5, 2023.
  
  Attached are copies of the Retail Installment Contract, Payment History, Notice of Deficiency, along with the DocuSign Certificate, Driver's License, Verification of Employment, Paystub, and Proof of Address for your reference.
  
  If you have any additional questions regarding this determination, please contact our office at ###-###-####.

• Initial Complaint

  Date:03/06/2025

  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 not liable for this debt with Sensible Auto Lending, I do not have a contract with Sensible Auto Lending. They did not provide me with original contract as I requested.

  Business Response

  Date: 03/21/2025

  Upon review, it was found that ****** submitted an application on September 4, 2020, for a 2012 I******* **** and the loan was originated the same day. The borrower requested a voluntary repossession on March 29, 2021, due to financial hardship and was unable to continue payments. The vehicle was repossessed on April 1, 2021, and sold at auction on June 16, 2021, leaving a deficiency balance of $11,666.35. The borrower thereafter filed for Chapter 7 bankruptcy (case #**************) on March 24, 2022, which was discharged on July 22, 2022. The deficiency balance was then written off, and the loan was closed on July 23, 2022. The borrower filed a credit dispute on March 7, 2025, and a response has been provided to reflect this information. Attached is a copy of the Retail Installment Contract, Pay History, Notice of Repossession, and Statement of Sale.

• Initial Complaint

  Date:02/18/2025

  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.

  Dear Sr: Name: Address: Account #: I received a debt collection letter from you. Do you have the right person? Can you supply me with a contract or agreement signed with your company or the Creditor. PURSUANT TO THE *****, I WOULD LIKE THE FOLLOWING PROVIDED: THE NAME AND ADDRESS OF THE ORIGINAL AND CURRENT CREDITOR VERIFICATION OF THE DEBT AMOUNT THAT YOU ARE SEEKING TO COLLECT SHOWING THAT A CONTRACT EXISTS CREATE THE AMOUNT THAT YOU CLAIM IS OWED. ALL THE ASSIGNMENTS SHOWING THE DEBT TRANSFER FROM THE ORIGINAL CREDITOR TO THE CURRENT CREDITOR PLEASE PROVIDE ME WITH PROOF THE DEBT WAS SECURITIZED BY THE ORIGINAL CREDITOR PLEASE SHOW THE ASSIGNMENTS OF THE DEBT FROM THE ORIGINAL CREDITOR TO THE SECURED TRUST AND THEN BACK TO THE ORIGINAL CREDITOR PLEASE CEASE AND DESIST FROM COLLECTING ON THIS DEBT UNTIL YOU HAVE VALIDATED THE DEBT . Please do not look at my credit report or report anything to my credit I dispute I owe this debt amount to you and that dispute should be stated on my credit report if you have reported this debt . PERMISSABLE PURPOSE Please State why you have a permissible purpose to contact my credit. I dispute this. IF YOU PASS THIS ON TO ANOTHER COLLECTOR I dispute I owe this debt to you. If you pass this on to another debt collector, please provide them notice of my dispute to owing this debt. Thank you for your immediate cooperation. the ___ ____________________

  Business Response

  Date: 02/21/2025

  After a thorough review, it has been confirmed that this vehicle was repossessed on 12/5/19 and sold at auction on 3/4/2020, leaving a deficiency balance of $8,274.92. The loan was then transferred to ******** ******** *** on 09/13/2022. Attached are the Retail Installment Contract, Payment History, Notice of Repossession, and Statement of Sale for your records.

• Initial Complaint

  Date:01/31/2025

  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 purchased a vehicle on 12/9/23 using Sensible Auto as my lender. I refinanced the vehicle and completely paid off the loan within the next 10 days. On December 23,2024 I submitted a warranty cancellation form for my transmission warranty as well as my gap warranty. My gap warranty was $450. My transmission/powertrain warranty was $2,160. I submitted my cancellation form via email as well as fax. I called Sensible Auto to confirm that they received my cancellation form and I spoke to a female named Dulce. I confirmed that my cancellation form was received and that single cancellation form would cancel both my gap insurance as well as my powertrain warranty. Dulce confirmed that the warranty cancellation form would cancel any warranties that were held with Sensible Auto. She also told me that it would be 30 days to process the refund. She also reassured me that the refund would be sent in a check to my address on file because the account was paid off. I called every single day to confirm this information. Over the days I spoke to Dulce, Alexander, Thomas, and Darius. All of the agents at Sensible Auto reassured me that I was still waiting and it would take 30 days to process. I confirmed the refund amount of $450 & $2,160 totaling $2,710. 1/29/25 - I still do not have a refund and when I called, I was told I do have a refund pending for the powertrain warranty ONLY and I never submitted a refund for the gap insurance. I gave all of the names of the representatives that confirmed the gap insurance and powertrain warranty would be refunded with the cancellation form that I submitted. The representative said that they would send in a ticket, but they do not have an update on when my refund would be processed. 1/30/25 - a female rep told me my refund was already sent. I hung up and called back, Thomas told me my refund for power train only was still pending. It has been well over 30 days. No one at this company knows what to do. I was on hold 51 minutes.

  Customer Answer

  Date: 02/10/2025

  1/31/25 / Genesis - my account is with the repo team. (my car is actually paid off) 

  1/31/25 / Dulce- I have to wait for my refund to be sent to me and the only refund I’m getting is the power train refund 

  2/3/25 / Roberto - A check was cut today for $2,160 and I should be getting it in the mail soon. 
  

  2/10/25 / Genesis - my account is still pending and I should have a check sent out by March 1, 2025 for the powertrain warranty. The gap insurance refund will take at least 30 more days for management to review. 

   

  Business Response

  Date: 02/11/2025

  A loan refund was processed on 1/20/2025 in the amount of $21.89 for suspense, which was paid on 2/5/2025. Another loan refund for warranty cancellation was processed on 1/31/2025 and paid on 2/3/2025. Additionally, a loan refund of $400 for GAP coverage was processed today and will be mailed out tomorrow. While we understand the customer's frustration and the urgency of the situation, it's important to highlight that these processes take time. The customer has been calling daily for updates, but we kindly request continued patience as the necessary steps are being taken to ensure all refunds are processed accurately and promptly.

  Customer Answer

  Date: 02/11/2025

  
  Complaint: ********
  
  I am rejecting this response because: The contract clearly states that I should be receiving a full refund within 30 days. I still have not received Any refund whatsoever in the mail or by electronic transit. When I spoke to a representative recently, they told me that I would not be getting a refund until March. Where is my refund?
  Mail does not take this long.
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 02/12/2025

  Today I received a check for the transmission warranty. I am still waiting on a check for $21 as well as a check for the gap insurance.

  Business Response

  Date: 02/13/2025

  Thank you for confirming the receipt of the warranty cancellation refund, which was mailed on 2/3/2025. The loan refund for suspense in the amount of $21.89 was mailed on 2/5/2025, and the loan refund for GAP coverage, in the amount of $400, was mailed on 2/12/2025. We kindly ask for your continued patience as the refund process is completed, and we appreciate your understanding.

• Initial Complaint

  Date:01/21/2025

  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 gotten my car repossessed in July 2024 last year. I had gotten my car back, paid the whole amount they was asking to get it back. 3400 was around that amount including storage fees, tow fees and behind payments. I had to pick my car up over 300 miles from where I stayed which my shouldn't had been moved when I had talk to these people that I was getting it on a date we talked about. The car wasn't at the place they said it was. I had to call them to find out they had took it to a place call *** ****** ******* by the border of ******. I went and got it they told me alittle fee I need to pay when I get there. So I get my car, remind you paid the whole amount they told me to get my car back. I been waiting on my title for months over 6 months. Came to find out they were saying I owe $424 on my app. So I called them to ask and they I owe this for storage fees. How do I owe that and it was in that whole amount I paid to get my car back. So ok they supposed to been getting back at me and no call back. Now I just looked and it's saying I owe $1100. I'm not paying anything else. I want my title to my car and that's that! Never will be getting anything with this company

  Business Response

  Date: 01/21/2025

  After further review, it was determined that the borrower made a payment of $3,230.49 between July 31, 2024, and August 1, 2024. This payment included a locate and repo fee of $700. The redemption release was processed on August 1, 2024. On November 5, 2024, Sensible received an invoice from ********** **** ******* for $10, which covered storage charges beyond the 10-day period, as well as an additional invoice for $375 for a key fee. On January 6, 2025, Sensible received an invoice from *** ********* for $758.25, which represents the cost for transporting the vehicle to auction. As of today, the total outstanding balance is $1,174.16. Once the loan is fully paid, the title will be released. Furthermore, on January 20, 2025, the borrower spoke with a supervisor, confirmed the charges are valid, and indicated that payment will be made as soon as possible.

• Initial Complaint

  Date:12/18/2024

  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 am not liable for this debt with Sensible Auto Lending. They did not provide me with the original contract as I requested.

  Business Response

  Date: 12/19/2024

  Attached is a copy of the borrower's Retail Installment Contract, Pay History, Notice of Deficiency, Notice of Repossession, and Statement of Sale. The loan is currently charged off with a deficiency balance of $15,415.33.
  

• Initial Complaint

  Date:12/16/2024

  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 am not liable for this debt with Sensible Auto. I have paid this car off and I have the title. They repossessed the car somehow. Furthermore, I do not have a contract with the collection agency that's trying to collect. They did not provide me with the original contract as requested.

  Business Response

  Date: 12/16/2024

  After reviewing the complaint, it has been confirmed that the loan was not paid off. A Notice of Deficiency was sent to the borrower on 3/1/23, when the loan became 120 days past due. The vehicle was repossessed on 10/17/2023 and sold at auction on 11/13/2023, as the borrower did not redeem the vehicle. The loan has since been charged off, with a remaining deficiency balance of $11,910.40. For your reference, attached are the Retail Installment Contract, Pay History, and Statement of Sale.

• Initial Complaint

  Date:12/09/2024

  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.

  Sensible Auto is the lien holder for my car. I had a car accident in which the car was deemed a total loss. I dis not have gap insurance. After the insurance paid Sensible Auto $6370 dollars on Aug 6th, it left me with a balance of roughly $3400. I contacted Sensible Auto and informed them that I can not afford to continue making the monthly payments of $441 because I had to purchase another car. We agreed that my car payments would now be $250 dollars per month. I set the payments up for Autodraft for the 1st and the 15th of every month for $125. I have made all of these payments but not Sensible Auto is reporting that I'm late on my car payments to all 3 credit bureaus. They are still charging me the original car payment of $441. They are refusing to admit their agent made a mistake when he set up my new payments. He did not tell me that my payments are still 441 dollars bit informed me that my payments are now $250. Their calls are recorded and they have the original phone call in which we setup the payments. I'm closing receipts showing the $250 per month payments. I want my credit report updated to reflect the correct payment history. I have not been late on any of my payments to them. I also want any interest and late fees removed as a result of these late payments.

  Business Response

  Date: 12/13/2024

  A member of the management team will reach out to ******* ******* by the end of the day to assist in resolving his complaint.

• Initial Complaint

  Date:12/02/2024

  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 do not give sensible Auto Linden authorization to maintain my personal information on file. The debt has been settled. Paid, please remove my personal information from file

  Business Response

  Date: 12/03/2024

  We understand your concern, and we appreciate your timely payment of the loan on 9/23/2024. As per standard procedures, we report to the credit bureaus in accordance with the terms outlined in your agreement. After the payoff date, we will update the credit bureaus to reflect the loan as paid in full and any relevant account status changes. Please note that the process of updating credit reports can take up to 30 days to be reflected by the credit bureaus. Unfortunately, we are unable to request an immediate removal of the trade line, but we will ensure that your account is reported accurately. If you have any further questions or require further assistance, feel free to contact us at ###-###-####.

• Initial Complaint

  Date:11/25/2024

  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 my car reposed called to settle it and found out they transported my car 6 hours away by mistake I paid my balance and had to drive 6 hours away to pick up my car now they are trying to charge me for my car being transported 6 hours away I was told there would be no additional costs now they are trying to charge me an extra 535

  Business Response

  Date: 12/03/2024

  After further review, a Right to Cure Notice was mailed to the borrower on 5/30/2024. The account entered default status on 6/20/2024. On 10/14/2024, the vehicle was repossessed due to delinquency, and a Repo Notice was sent on 10/16/2024, with a legal sale date of 10/31/2024. The vehicle was stored with the repossession agent for 17 days before being retrieved for transport and delivered to Central Auto Auction on 10/30/2024. The borrower paid the full outstanding balance on 11/4/2024, and the release was processed accordingly. On 11/6/2024, Central Auto Auction issued an invoice for a $150 redemption fee. On 11/21/2024, a transport invoice for $535 was received from *** *********. Based on the timeline of events and the borrower's outstanding balance, the borrower is responsible for the fees incurred, including the redemption fee from Central Auto Auction and the transport fee from *** *********. These fees are a result of the repossession process and are in accordance with the terms outlined in the Retail Installment Contract. Attached are copies of the Retail Installment Contract, Pay History, Right to Cure Notice, Repo Notice, and Redemption Invoice.