ComplaintsforAuto Approve, LLC

• Initial Complaint

  09/17/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Around Sept 11th 2024 I received a mailer about auto refinancing. I called the number and spoke with a representative who took my information and asked permission for o run a hard credit check. I agreed. About 5 or 6 hours later I received a text saying that I was approved. A couple mins after that I got another text that said L, Congratulations, your Refinance is APPROVED! I'll be your Loan Consultant and helping you on your way to saving money - I'll be giving you a call today. If you havent already, please try to locate and send us a picture of your Retail Installment Contract. Thanks, **** ***** with Auto Approve.I have never gotten a phone call from this person. I have not received any response to emails sent to this person and when I call your 800 number to ask to speak to the loan consultant, the people I speak with are incredibly rude. Telling me the loan consultants do not have supervisors and that I need to listen to her. If you are going to pull a hard credit checkyou better be ready to talk to me and tell me why or why not Im approved. But when you text me and email me constantly saying that Im approved and my rate is ready and to please call asap etc, that tells me Im good to go. THIS PLACE IS A STRAIGHT UP SCAM. DO NOT CALL THEM OR GIVE THEM YOUR SSN.

  

  Business response

  09/19/2024

  Thank you for providing feedback. Excellent customer service is one of our top priorities at Auto Approve. We are reviewing all of the recorded calls and will be taking internal action where necessary. We are sorry that you were not immediately transferred to someone who could help you, as is our policy. It appears that your assigned Loan Consultant (**) was out of the office during the period you were trying to reach them, and your texts and calls were not rerouted as they should have been. We sincerely apologize for this administrative error, and for any inconvenience it may have caused you. We did identify that you were read our hard inquiry authorization statement, which was approved by the credit reporting agencies, and that you responded yesafter the following statement was read to you, I have everything needed to submit your application to our ***************** You will need to authorize the Lending Partner to perform a hard inquiry in order to provide you with a firm offer. Please confirm your authorization to access your credit report to receive a firm offer of credit by saying yes now. When the ** called you to present the offer to you, the call was terminated while the terms were being presented. The ** did text you immediately after saying the call was terminated and asked if you were free for them to call you right back. You responded STOP to this text. Since the hard inquiry was authorized, and the ** did try to explain your approval to you, there is no basis for us to request the removal of the hard inquiry. We are sorry that we were not able to assist you with your refinance. If you wish to discuss your concerns in further detail,please reach out to us at ******************************* and someone will reach out to you directly. Thank you.

  Customer response

  09/20/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I did not initiate anything with this company. They received my information from another website when I looked into refinancing my auto loan. They have been calling me approx multiple times per week for over a month from different numbers. Any interest i may have had in doing business with this company is GONE due to this disgusting behavior.

  

  Business response

  09/17/2024

  Thank you for providing feedback. When someone fills out an online inquiry on websites such as NerdWallet, they are requesting, and authorizing, contact from companies offering to assist them with their auto refinance. We researched your account and identified that we contacted you in response to your inquiry approximately twice per week, hoping to provide you with the information you had requested.  We do not believe these attempted contacts were excessive, but we sincerely apologize if it felt that way. You may wish to return to the sites on which you were filling out applications/inquiries and revoke your authorization to be contacted by other businesses. We have placed your account in Requested Opt Out status and you will receive no further communication from Auto Approve. Thank you.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called Auto Approve recently to ask for a quote to refinance my car. I asked about the 60 second quote as advertised on the website without giving social security number and the customer care representative said that was wrong and I had to give my social security number (red flag number one). I was very upset but felt compelled by the person to give it in order to get a quote. At that point I should have realized this was a mistake. Then I was told to give pictures of my license, odometer, retail installment contract, insurance and registration through text. I did hear back from a loan consultant but got no information except that I was approved. No quote or explanation of next steps or anything. I am no longer interested in continuing this process and want to opt out of the application and would like all of my personal information to be deleted from the auto approve database. I contacted my loan consultant multiple times through phone, text and email to tell her this but have gotten NO response. Auto Approve is a scam and I would not recommend this company to anyone. I demand that someone respond to my request to opt out of the refinancing process and that my credit will not be dinged as a result. Also, my personal information needs to be deleted immediately. Someone from auto approve needs to confirm with me that this request has been honored.

  

  Business response

  07/24/2024

  Thank you for providing feedback. Excellent customer service is one of our top priorities, so we sincerely apologize for any difficulties you experienced in getting in touch with your Loan Consultant (LC). We would like to clarify that a customer can indeed receive a quote without providing a SSN but it will not be a firm offer of credit at that point since it would be based solely on the limited information provided by the customer at that time.  The person you were speaking with was under the impression you wished to receive a firm offer of credit, which is why they gathered the information and documents necessary to complete your application.  We identified that your LC reached out to you to provide you with the approval terms, at which point you elected not to proceed. We confirmed that your account has been placed in Opt Out status so you wont receive any communication from us in the future. We are sorry that we were not able to help you save money on your auto loan. If you have any additional questions or concerns, please feel free to reach out to us at ******************************* and someone will be happy to assist you. Thank you.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Got a pre-approval letter a week ago saying I could save a bunch through a refi car loan. I went online and filed out an application. They said I was approved. I called and spent 30mins on the phone giving details on vehicle. After the phone call I sent 5 pieces requested by text. I approved a hard enquire as I was advised everything looked good. Just got a text saying I was denied. Such a time waster! I spent a total of 2hrs working on this being told I'm approved and then for no explained reason, I was denied. I don't appreciate being proactively contacted and being mislead and wasting my time in the process.

  

  Business response

  07/23/2024

  Thank you for taking the time to provide feedback. The terms that are provided in any pre-qualified offer are based on the information available to us at that time.There are other factors that can impact the final terms that are offered, such as the value of the vehicle, total amount financed (loan to value), etc. This type of information is obtained during our initial conversation with the customer and can impact the pre-qualified offer. There is also a disclosure on the back of the letter you received that says the offer is subject to, but not limited to, the factors listed above. A member of our team will be reaching out to you directly to ensure that all of your concerns are addressed. Thank you again for sharing your experience with us.

  Customer response

  07/23/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After receiving a letter from Autoapprove.I applied for a loan with auto approve it took about an hour on the phone. I was told to upload some documents. After uploading docs I was told I would receive a call back in 48 hours. It is now 72 hours later and 5 calls later I still have no info. I gave both mine and my daughter social security numbers. I am currently on hold again. I would like a return call or I am starting to think this is a scam. I keep getting text and emails telling me to apply when I already have.

  

  Business response

  07/22/2024

  Thank you for providing feedback. Excellent customer service is one of our top priorities, and one of the reasons we have earned an A+rating with the Better Business Bureau. We sincerely apologize if you feel that this was not your experience. Your assigned Loan Consultant has reached out to you via text and phone but was not able to reach you. They will continue to try to reach you, but at your convenience, please reach back out to them at the number they provided. Thank you again, we sincerely value you as a customer!

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received mailer from Auto Approve for auto re-fi with limited info regarding our vehicle. We call for more info being very adamant and reluctant regarding credit inquiries. Advised no way would we approve soft, hard inquiry at all unless pre-approved. During a couple of days many call to Auto Approve for clarification and was told we (my husband) was pre-approved, only submit drivers license, milage odometer screenshoot and 33 pages of info from initial purchase of vehicle, again is he pre-approved or we simply applying with lenders? They should have recordings of all conversation of their reps giving a simple yes answer. They text that he was declined ed * would receive letter with explanation. We would like for those hard inquiries to be removed, please for misrepresentation and fraud.

  

  Business response

  06/28/2024

  Thank you for providing feedback. We researched the recorded calls associated with your account and identified that there was an administrative error on our part. We sincerely apologize for this error and for any inconvenience it may have caused. A member of our Compliance Team has already been in contact with you directly and was able to resolve your concerns. If you have any additional questions or concerns, please feel free to reach out to them at the number they provided. Thank you again.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi,I am writing this claim about blatant false advertising. Website claims two false things: rate quote in 60 seconds with no SSN required.I applied for a rate quote through the website and was told I would be contacted. The next day, I received an email and text to give them a call. I spent 25 minutes on the phone and had to give them my SSN for a rate quote, which I still haven't received.the 60 second advertised rate quote is now going over 12 hours. Additionally, they would not give me a rate quote without providing my SSN, which is clearly against what they state on their website.

  

  Business response

  06/28/2024

  Thank you for taking the time to provide feedback. Excellent customer service is one of our top priorities at Auto Approve, so we sincerely apologize for the unexpected delays you experienced.  Auto Approve representatives are able to provide a pre-qualified offer within 60 seconds and without requiring a SSN, but this pre-qualified offer does not guarantee the final terms of your loan as loan terms may change based on several factors. These factors, such as value of the vehicle, total amount financed (loan to value), etc., are obtained during our initial conversation with the customer. One of our representatives has already been in contact with you and is working with you on your refinance.  Thank you for sharing your experience and for allowing us the chance to address your concerns.  We sincerely value you as a customer!  

  Customer response

  06/28/2024

   I am rejecting this response because:
  
  Business states in response that you can receive pre-qualified offer within 60 seconds and without SSN. The business would not give me a pre qualified offer without SSN and also took 25 minutes on the phone and a credit pull to receive an offer.
  

  I understand more information needs to be pulled to finalize the loan, but I was not able to receive an initial offer based on their marketing terms. This is blatant false advertising.
  

  Please show me evidence of my pre-qualified offer before you asked for my SSN and 25 minutes of other information.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a letter from auto approve telling me they could lower my interest rate on my car loan and provide me a lower payment. I contacted auto approve online and filled out the necessary information. I received a barrage of texts, phone calls, and emails stating I was prequalified. The instructions said to contact auto approve and immediately to accept my offer.I called auto approve, authorized them to run my credit and again gave them personal identifying information about myself. I was assigned a rep **************************** I spoke with ***** on Thursday, June 13, 2024 and was told that I was approved through a lender "Great River" with a much lower interest rate than I was currently paying. Upon verifying my information, ***** told me his computer needed to be restarted and he would call me right back. I NEVER HEARD FROM ***** AGAIN. I texted and called back several times.The next day in the mail I received a letter from "Great River" stating that I was denied for the refinancing loan with them. In the meantime, my credit score has dropped from this. This is fraud. This type of marketing is deceptive and unfair to the consumer. These preapproved marketing scams are illegal, and I have sought counsel.

  

  Business response

  06/25/2024

  Thank you for providing feedback. We researched your account and identified that there was an administrative error that resulted in you being sent a text indicating you were approved. We sincerely apologize for this error and for any inconvenience it may have caused you. Additionally, we identified that you were read our hard inquiry credit authorization statement, to which you responded "Yes". Unfortunately, we have no basis for requesting the removal of the hard inquiry. Additionally, the terms that are provided in any pre-qualified offer are based on the information available to us at that time. There are other factors that can impact the final terms that are offered, such as the value of the vehicle, total amount financed (loan to value), etc. On the letter you received, right before the listed interest rate, it says an interest rate as low as. Additionally, we would like to point out that on the back of the letter, there is a *Terms and Conditions of Offer disclosure that states that our offer is subject to the various factors listed in that disclosure. The last sentence states Rates and terms are subject to change based on market conditions and borrower eligibility. A member of our Compliance Team has attempted to reach out to you directly to provide this information, but was unable to reach you. If you wish to discuss your concerns in further detail, please reach out to them at the number they provided. Thank you.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called this company this morning. I gave them my name, address, amount of my current car loan, and my email address. That is the only information I gave them and they pulled a hard credit check on me. I never gave them permission to.

  

  Business response

  06/19/2024

  Thank you for providing feedback. Auto Approve does not perform any hard inquiries on our customers credit reports directly. ********************** works with credit reporting agencies to obtain lists of customers who may benefit from refinancing their current auto loan obligation and the credit reporting agencies can perform a soft inquiry in our name to pre-qualify a customer.  This inquiry is viewable only by you; anyone looking at your credit report cannot see it and the soft inquiry does not impact your credit in any way. Additionally, while filling out an application with a customer, ********************** could pull a soft inquiry for pre-qualification purposes, which again is only viewable by you and does not impact your credit score in any way. If an application is completed and submitted to one of our lending partners, they may perform a hard inquiry in order to provide a consumer with a firm offer. Auto Approve always obtains proper authorization from the consumer for this hard inquiry to be performed. We researched your account and identified that we do not have a completed application, and thus do not have the information necessary to perform a pre-qualification soft inquiry.  Additionally, as there was not enough information to submit the application to one of our lending partners there was no hard inquiry performed on your credit. It is possible that the inquiry you are seeing is a soft inquiry that was performed by the credit reporting agencies.  A member of our Compliance Team reached out to you directly to try to provide this information, but the call was disconnected. If you wish to discuss your concerns in further detail, please reach out to us at ******************************* and someone will be happy to assist you. Thank you.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello!I refinanced my vehicle through Auto Approve. The refinance itself went smoothly and I was very happy. But I was told that they would handle getting me my new tabs and registration. It has been almost 2 months now since closing on the refinance and the Loan officer who was helping me (***********************) has not returned my calls or texts regarding this issue. The loan support specialist who was helping out, *****, and I talked on the phone a few weeks ago and she said she would talk to title and call me back the next day. Since then I have heard nothing from her, even after calling and texting more times. This is very frustrating as I my tabs are now expired and have not been renewed, something that I was told would be completed by the team at **. This fee would have been paid for as part of the fee I paid to refinance in the first place, so I do not want to go to the *** and renew the tabs myself (As I have essentially already paid for them). Additionally, the credit union I had refinanced with called me to let me know that Auto approve had not completed this. I am very frustrated by the lack of communication from the ** team I was working with. I am very uncomfortable having expired tabs as well and am anxious to get this resolved.

  

  Business response

  06/25/2024

  Thank you for providing feedback. Excellent customer service is one of our top priorities, so we sincerely apologize for any difficulties you experienced getting answers to your questions. We researched your account and given the transaction type, we are facilitating removing the lien from your previous lender and adding the lien for your new lender only. A registration renewal was not part of the transaction nor were the fees required to renew a registration included in this deal. A member of our Titles Team has already been in contact with you directly and was able to achieve a resolution with you. If you have any additional questions or concerns, please reach out to them at the number they provided. Thank you again, we sincerely value you as a customer!

*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. ↩