Complaints

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

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  Auto Approve, LLC

  2860 Vicksburg Ln N Plymouth, MN 55447-1878

  
• 

  Auto Approve, LLC

  233 S Wacker Dr Ste 3900 Chicago, IL 60606-6380

  
• 

  Auto Approve, LLC

  233 S Wacker Dr Ste 3900 Chicago, IL 60606-6380

  

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:08/29/2022

  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 had a car leased through **************** Finance. To turn in the lease would cost me about $500, however if I purchased the car, I could then sell it to a dealer for about $4000 more than the buyout. It is unfortunate that **************** Finance does not allow you to sell the car to a third party. My only choice was to take out a loan and buy the car, then sell it to the dealer.I contacted Auto Approve and explained that I really didn't care anything about the loan except that it was FAST and had no prepayment penalty because I was going to turn right around and sell the car. I was assured it would be fast and no prepayment penalty.They shopped for a loan and offered up ********************** Rate didn't matter because I was going to turn right around and sell the car paying off the loan. Loan documents were sent and I immediately sent them back and executed the loan.That was 4 1/2 months ago. Veridian ************ says that Auto Approve is responsible to move the title from ****** to the State for filing and then to Veridian.I am unable to sell the car until the title transfers. I have been waiting 4 1/2 months. During that time, the value of the car has dropped close to $1000 and I have now made 3 payments on the car. I call Auto Approve several times a week. The update is always the same. Whatever the problem is, "It just so happens that they had an update just before I called that all was good again". Lost ***** of ********* Need for new insurance Card. It goes on and on. Now they are blaming a company called ************** who physically moves the title and they say there is NOTHING they can to to escalate it.I ask to speak to a person in Title Escalation (it's funny they have a department by that name). They are never available and they never return calls.I was told today by the agent that I just have to wait - - no matter how long it takes!

  

  Business Response

  Date: 09/07/2022

  We appreciate the opportunity to respond to your concerns. Our Director of Titles contacted you directly to discuss the unexpected delays that we experienced in perfecting your new lenders lien and to provide an update on the status of the title. As of the date this response is being provided, the title and registration have been completed. We are very sorry you were not immediately contacted in response to your requests for an update on the status of the title process. The company mentioned (Wolters Kluwer) is the vendor that handles all of our title processing. It is true that we cannot change the processing times of the local titling office (e.g., DMV) but we do request expedited processing when it is available. We will be honoring your request to receive a refund of our fees related to the refinance and the funds will be sent to your new lender to be applied to your loan balance. We apologize again for the difficulty you experienced in obtaining regular updates on the status of your title. We use all feedback to improve our processes so we thank you again for letting us know about your experience.

  Customer Answer

  Date: 09/14/2022

   I am rejecting this response because:  I have no choice but to accept, however, I want Auto Approve to understand how their actions affect others.  I chose them because they told me they were fast.  I only refinanced the car to be able to resell it (see previous message for details on this).  What was important to me was that it was fast and no pre-payment penalty.

  I had a buyer for the car and was going to make $4000 on it.  During the period it took them, I ended up making 3 payments totaling $1000.  And now, the buy out on the car has dropped to $2300.  So, in essence, their delay cost me $2700!

  That's the difference in whether I can keep our house from foreclosure or not.  So, they need to understand that while it may not seem like a big deal to them when they take their time and waste their customers time, it means something to the customer.  In this case $2700 and the loss of a house.
  

  
  

• Initial Complaint

  Date:08/25/2022

  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 went through auto approve to do a lease buyout during the process they got me set up with Veridian credit union to do the buyout and it was completed. A month later when I had a payment due with the new credit union the lease company called me and told me that my account was in collections because payment was not received. I then called ******** who said that I would need to speak with auto approve. Auto approve then told me that ****** denied the third-party checks and that they were going to unwind The contract. After I talked to ******, ****** said that there was no check that had been received because they notate all payments received and if they are denied or sent back they notate the reason, they also said in my state they do accept 3rd party checks. So auto approve lied to me and said they denied the check when they never sent the check in the first place. Then I got stuck with 2 car payments and a late fee because of their lie.

  

  Business Response

  Date: 08/31/2022

  Thank you for the opportunity to respond to your concerns.We are sorry if the reason the refinance had to be unwound was not clearly explained to you. It is not that a payoff check was sent to ****** and they rejectedit but rather ****** will not accept a payoff check for a lease buyout when it is received from a party that is not an automobile dealer. We are sorry that it was not immediately identified that the lease with ****** was in a state in which ****** will not accept a payoff from anyone other than a dealer. This was identified by our Accounting Team after the refinanced loan had already been funded by ********************* (Veridian). We tried to identify a potential work-around but it was determined that ****** would not accept any payoff we sent to them and we would not be able to perfect Veridians lien on the vehicle for the refinanced loan. For these reasons, the refinanced loan was unwound and the funds were returned to Veridian. We understand the inconvenience this has caused you and we are working with Veridian to have any monies you paid to them returned to you. We are also asking that they remove their trade line from your credit report (if applicable). We will be happy to cover any fees or costs you have incurred as a result of this administrative error.  Please reach out to us at ************************************* and we will be happy to discuss this further.  Thank you

• Initial Complaint

  Date:08/19/2022

  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 have been working on refinancing my car for 2 months with Auto Approve. I always have a hard time even connecting with my loan officer- no calls or texts or emails back after weeks of waiting for responses.This company has made me and my co-borrower have 2 hard inquiries on our credit because of taking so long and I do not want to do a 3rd hard inquiry for both of us because of yet another month spent not doing the paperwork.Also my car is facing repossession if this paperwork does not get finalized.My job needs me to have good credit in order to not be terminated and the security department again has been waiting 2 months for me to get my car's refinance paperwork from Auto Approve.

  

  Business Response

  Date: 08/29/2022

  We are so very sorry for the unexpected delays that prompted this complaint. There was, indeed, a period of time when your assigned Loan Consultant (LC) was unexpectedly out of the office but it is our practice to have another LC reach out to you to complete the process. It also appears that there was a period of time when it was not convenient for you and/or the primary borrower to provide certain information and/or documents. That said, we take responsibility for the unexpected delays on our side and are deeply sorry for the inconvenience this has caused you. It is always possible that payments will come due to a previous lender during the refinance process and we let customers know that if a payment is made that results in an overage (after the payoff is received) those funds should be returned to you by your previous lender. This prevents a payment from being reported late during the refinance process. A member of our Management Team has reached out to you and will stay in contact with you until this process has been completed. We will also send a letter to  you that can be submitted to your previous lender asking that any late payment reporting be removed since the delay was based on unexpected delays and was not the result of any action taken, or not taken, by you. We appreciate you continuing to work with Auto Approve to get the refinance completed. Thank you   

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 refinanced my car in January through Auto Approve and the title was never transferred to the new lending company. It is August and I am only finding out about this now because I tried selling the car but there is no title holder in the system. Now I have to wait until Auto Approve gets everything together, sends it to the **** and for it to get processed there then start the whole process again of trying to sell my car and finding a new one.

  

  Business Response

  Date: 08/22/2022

  We appreciate the opportunity to respond to your concerns.  A senior member of our Titles Team has been in contact with you regarding the unexpected delays in perfecting your new lender's lien. We understand you wish to sell the vehicle and are doing everything we can to help you do so as quickly as possible. We had hoped to be able to stop the title processing with the state so the sale could proceed with the paperwork on hand but we were unable to stop the title order already in process. Your new contact on our Titles Team will keep you up to date on the status of the title and help in any way we can, working with you and the potential buyer, as needed.  Thank you again for brining your concerns to our attention.  

  Customer Answer

  Date: 08/23/2022

   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

  Date:07/25/2022

  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.

  In July 2022 I received a letter from Auto Approve offering refinancing as low as ****%. I responded and spoke with a representative giving them all my current loan and vehicle info. I was also asked what term I was looking for to which I said no more than ************************************************************************* to do a soft pre qualification credit pull then after the soft pull they would call and advise me of the refi offers they would be able to extend to me then if I seen an offer that fit my terms and rate they would have to do a hard credit pull to confirm and finalize the deal The next day i am waiting for a response from Auto Approve thinking that with my A+ credit they would be able to get close to my terms and the****% rate mentioned in the letter I received from them.The only response I get is the following day numerous alerts show up on my phone that there had been a hard credit pull on *********** by Veridian Credit Union.I immediately called the rep back and inquired as to why there was no call back from them with my offers like they stated they would do before a hard credit pull was done The rep began to turn very unprofessional and argumentative and in the middle of their rant he says all they could do was a 60 month term..At this point I shared my concerns about being misled about the credit pulls and only 1 offer which was not even close to what I requested or expected with my excellent credit rating.The rep began to say that I agreed to their disclosure terms and there was nothing he could do "have a good day" and literally hung up on me I have reached out to Auto Approve several times since requesting a return call from someone who can address my cocerns As of today there have been no return calls If they would listen to the recorded conversation they will find my complaint to be valid and truthful and in turn be obligated to remove the hard pull inquiry from my *********** file..

  

  Business Response

  Date: 07/28/2022

  Thank you for allowing us an opportunity to respond to your concerns. We record all of our communications with our customers and we do have a recording of you providing authorization for both a soft inquiry (for pre-qualification purposes) as well as a hard inquiry by the potential lender in order to provide a firm offer of credit. Based on our records, we did attempt to reach you to discuss the status of the refinance but we were unable to reach you and we did not receive a return call or text. Since we did not hear back from you, it was presumed that you had elected to work with another company. If you are still interested in refinancing, please reach out to us at ******************************* and someone will get back to you.  Thank you and we hope to have the opportunity to help you reach your refinancing goals.  

• Initial Complaint

  Date:07/13/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  How is this company a) still in business, b) supposedly the leader in its field, and c) with such a high BBB rating? Like several other complainers, after contacting them to refinance my car loan, for a shorter payment and a slightly lower rate, I never got called back or emailed after the initial discussion with loan consultant *************************************, and I've given them all my sensitive information and left him two voicemails. He has not called or emailed me, or called my husband like he said he would for permission to pull my husband's credit report. **** said it would take a day or two and it's now a week later with no result and no communication. It gets worse. Today, on July 12, I finally gave up and called to speak with a manager. Hah! First I get *** who sounds helpful and understanding after I explain everything. She puts me on hold to find out who ****' manager is. I'm on hold so long the system drops my call. I call back and get ******. After explaining everything all over againincluding I don't even know if I have an application yetshe can't find an application with my phone number. I tell her that her company clearly has a lot of problems and I want to speak with a manager and she hangs up on me! I call back AGAIN and get ******* who, after I explain everything AGAIN, tries to transfer me to the Loan Departmentit rings at least 30 times and finally I get a recorded voice saying everyone is busy and I can leave a message. I don't think so. So here I am.Do I even have a loan application? Who knows? Did I get scammed? No idea. It's pretty scary. It's also a gigantic time waste.I want a manager to call me back and tell me the status of my application and my sensitive information, at which point I will decide whether to proceed, and will also request a different loan consultant who will actually do his/her job, and I will request that person's manager will keep me informed and shepherd the whole thing until it's done.

  

  Business Response

  Date: 07/28/2022

  Thank you so much for giving us an opportunity to address your concerns. It appears that you have spoken with someone from our office since you filed this complaint so you likely have already been provided with the following information.  After researching your account, it appears that there were 6 texts sent to you between July 5th and July 12th that were undeliverable. We are sorry that happened. You has signed your contract on Friday, July 15th and it was submitted to the new lender for approval and funding that same day The Lender funded the loan on Tuesday, July 19th and, after the funds had cleared our account, the payoff was sent to your previous lender on July 21st. You were sent an email on July 15th that explained next steps, etc. but it may have been directed to your 'spam' folder in error. It appears that the same may have happened to the copy of your loan documents that were sent to you via email from DocuSign (though someone from our office did send copies to you again at your request). We have listened to the recorded calls and were not able to find a call in which someone 'hung up on you' but if a call ended before your questions were answered, we are sorry.  We are looking into the lengthy wait times you experienced and are addressing this internally.  We value you as a customer and are glad we were able to help you reach your refinancing goals.  Thank you   

  Customer Answer

  Date: 08/01/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution that ****, the loan consultant, made--but not this response--is satisfactory to me. After lodging this complaint, I finally got a call back from **** and he apologized for not following up by email or voice call. He said he'd sent me several texts, as the company's response says, but as I reminded him, he sent those texts AFTER I told him I can't receive texts, as my only phone is a landline. He gave me his supervisor's name and direct phone number, I spoke with him also, and he also apologized. I then spoke with **** again, and over the next several days he proceeded to get the whole process completed, calling me or emailing me every step of the way, as I'd requested. As to emails and loan documents that didn't come through, no they did not go to my spam foldersI check those regularly. That's an easy excuse and does not apply in this case. As to the person that hung up on me, she did it in a passive-aggressive wayI just got disconnected so you wouldn't have heard anything obvious.
  But I was happy with the eventual result, and with ****' attention to detail. From the beginning, he seemed to be an intelligent and capable person, if somewhat new to the job, so I was surprised at his lack of follow-through. Some of it was because, as he and his manager told me, he was supposed to be helping 600 different customers. That's insane! So is having to lodge a complaint with BBB just to get a response from a clearly overworked loan consultant and bypass some very annoying gatekeepers. This company's business model needs adjusting! But I am satisfied with the outcome of my auto loan refi: the rate is slightly lower, the term is one year less, and the monthly payment is higher by only a few dollars.

• Initial Complaint

  Date:07/11/2022

  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 refinanced my vehicle in December of 2020. The lien release was sent to auto approve based on conversation with ***************** The taxes I paid in my loan were sent to Auto Approve, my car was not transferred into my name at my county clerks office. I have not been able to sell my vehicle and am wondering where the money from my taxes has gone. This should have been done within 30 days of the lien release being sent to auto approve. When I call Auto Approve I get no response. I need my lien release and I need my tax money in excess of **** dollars.

  

  Business Response

  Date: 07/19/2022

  Thank you for the opportunity to respond to your concerns.Our COO has been in contact with you since July 12th and will remain in contact with you until this process has been completed. There were several unexpected issues and delays with the titling process but we have been working diligently to resolve those issues and are confident they will be resolved very shortly. It is our understanding that the registration was or will be sent to you directly. Once the lien filing has been processed, hopefully by the end of this week, the title will be sent to you directly.  Our COO has entered into an agreement with you to pay certain payments directly to your lender (Veridian) on your behalf, starting with your July payment (already sent). With respect to the taxes, the amount included in your contract to pay taxes will be used to do so. The amount in your contract was based on the estimated taxes that would be due to process the Lease Buyout. If the actual amount turns out to be less than what was included in the contract, the difference would be sent to Veridian to be applied to your loan balance. If the loan has been paid off, the funds would be returned to you. If the actual taxes are more than what was provided for in the contract,Auto Approve would cover the difference. We are again sorry for the unexpected delays you have experienced and wish to thank you for working with us to resolve this matter.   

• Initial Complaint

  Date:07/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 extremely disappointed in the customer service that I have received from Auto Approve. I started this process on May 11th, 2022 and, to date, still do not have my loan complete. I completed all of the documents hours after being told what I needed. I have sent the same documents, over and over and I have had to get 5 LBOs(Lease Buyout Letters) from ****** because of delay after delay from the Auto Approve employees. I call them for a status and I don't hear anything for a week and by then the documents have expired. One employee stated that he was on leave, for 2 weeks, for Army reserves but no one took over his workload. Another employee stated that he had Covid but, yet again, no one covered his workload. This process has been beyond ridiculous. I have been apologized to and even told that the loan will be expedited and nothing happens. I have even asked to talk to a manager and when I called back days later to ask why they hadn't called me, the employee said that there was never a request. I made a second request and now, 2 days later, no one has called me, again. It has now been 7 days. At the same time, my loan processors were supposed to call me and I still haven't heard back from them, either. ******************* *************

  

  Business Response

  Date: 07/19/2022

  Thank you so much for sharing your experience with us and for allowing us the opportunity to respond to your concerns.  We strive to make the refinancing process as smooth and seamless as possible. There have been several unexpected delays with your account and we take full responsibility for you not receiving timely responses to your calls and requests to speak to a Manager.  It appears someone did try to reach you on the 18th but was unable to do so.  We are researching the delays you experienced to determine the exact cause so we can make sure it does not happen again. A Manager will be reaching out to you to ask if you would be willing to allow us to regain your trust and complete the process for you.  We are very sorry again for the delays and the lack of timely follow up. We do value you as a customer and hope we can make this right for you. Thank you again for letting us know about the difficulties you experienced and we hope to be allowed to help you reach your refinancing goals.  

  Customer Answer

  Date: 07/20/2022

   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.

   

  Honestly, I am not sure what to take from this response. Yes, someone did respond to me on the 18th and I did return the call and leave a voicemail. Haven't heard back yet. Of course, this comes almost a month after my initial request for a manager and sadly, I had to file a complaint with the BBB and also, Lending Tree to get someone to call. It is only satisfactory if something is done to resolve this because I got plenty of words with no action. 

  If this closes the complaint, I am not happy with it. If it keeps it open until the issue is resolved, then I am ok with it. Again, this has been going on for over 2 months now.

• Initial Complaint

  Date:06/30/2022

  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 called the customer service line to discuss a letter I recieved stating I might be eligible for auto refinancing. Rep picked up and since I do speak mostly spanish, he transferred me to spanish speaking department only to have the phone ring for 5 minutes and call drop. Then I called back and got another rep in english, once again he transferred me and the same thing happened. Finally I decided my daughter could help me with the language barrier and I spoke to what I thought was a decent cuatomer service rep and provided my information per his request. After checking my credit score he stated there were too many drop charges and he couldnt help me. I asked what that meant and he repeated drop charges. I asked, yes but what does that mean? Rep never explained what he meant by drop charges and by the little information he gave us I asked him if he was referring to credit card debt? Representative proceeded to hang up on me leaving me mid sentence with my daughter on the other line. I have never expirenced worse customer service. Absolutely ridiculous. Dont know why they have so many stars and good reviews but If I had to rate them I would give them 0 stars. Very rude representative. I called from ************ but the phone number associated to my account is ************.

  

  Business Response

  Date: 07/15/2022

  Thank you for sharing the details of your experience with Auto Approve.  We are very proud of our customer service so we are sorry that you had a less than positive experience. We have reviewed the recorded calls and agree that the Loan Consultant could have taken more time to explain the factors that prevented us from helping you meet your refinancing goals. You were pre-qualified based on the information available to us at the time (which is why you received a promotional mailer). Unfortunately, a further review of the credit history revealed factors that excluded you from our lending partners qualification criteria. We are sorry again that this was not explained to you in a more detailed manner. We do have dedicated Spanish speaking loan consultants but there can be a wait to speak with someone. We are working diligently to add to our Spanish speaking team and are sorry you were not able to immediately reach someone. We do not believe your loan consultant ''hung up on you' but the call was not ended as professionally as it should have been. We have asked someone from our Sales Team to reach out to you to make sure all of your questions are answered. We use all feedback to improve our processes and customer service so thank you again for bringing your concerns to our attention. 

• Initial Complaint

  Date:06/22/2022

  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 looking into auto refinance and became in contact with Auto Approve. I made clear to the person I talked to that I did not want to do anything that would cost me points from my credit score. He said it was just a soft pull and would not affect my credit. So I went ahead with it. And a few minutes later, I got a credit alert saying it went down because of a hard pull. AFTER my credit has now been hit, I asked the person at Auto Approve why, and he said that they do a soft pull to make sure there is a chance for an approval but once submitted to a lender its considered a hard pull. I was not aware of this. He made it sound like I could decide on a hard pull if there was a lender to look at it. So now, not only has my credit score been affected, but It turns out that the hard pull inquiry that I didn't knowingly authorize was also rejected. So I just lost credit score for literally nothing. I was just looking into information for possibly getting a refinance, and did not want any hard inquiry yet without further information. I am just looking for a resolution to reinstate my credit hit to how it was before they did a hard inquiry, because creditors can see these inquiries and it affects my credit. I didn't even receive a service or anything because apparently it was rejected anyway.

  

  Business Response

  Date: 06/23/2022

  Thank you for brining your concerns to our attention. We have listened to all of the recorded calls and reviewed the notes on your account. During the initial call with your assigned Loan Consultant (**), they read the following credit authorization statement: Before we can perform a prequalification inquiry of your credit report, I need your authorization. This soft inquiry will be viewable only by you and will not impact your credit score in any way. If you decide to proceed with an application, our **************** must review your credit to provide you with a firm offer. Their review will appear as a hard inquiry on your credit report. Do you provide authorization for Auto Approve and its **************** to review your credit profile for the purposes I have described? You responded, yesto this statement. The ** also stated that we can look at your credit without affecting the credit score (the soft inquiry, viewable only to you) but once we submit an application to the lender, they will perform a hard inquiry. At the end of that call, the ** stated, Yeah ****************, thats all the information thats needed to get you submitted to a lender for a decision today. At no point did you ask the ** not to submit an application to our Lending Partner for a decision. As was explained (and disclosed in the credit authorization statement),a lender cannot decision an application and provide a firm offer of credit without a hard inquiry. We are sorry that the application was declined and that we were not able to assist you with your refinance but we believe proper credit authorization was obtained. Thank you again for allowing us to address your concerns. 

  Customer Answer

  Date: 06/24/2022

   I am rejecting this response because:
  
  I was told that there would be no hard pull. Then right before he was gonna send my info, he said i have to agree to the statement and he read it real fast and I do believe at the end, I said OK AS LONG AS IT DOESN"T AFFECT MY CREDIT. Its real sneaky the way you guys put that in there then, just before sending the info right after telling me that it won't be a hard pull. If you go back and listen to the conversation you will see that i was assured it would not be a hard pull on my credit. So if you snuck it in that long thing the guy read to me at the last second before doing it that is not right. And I was under the impression that i had to say yes to that for him to send it at all.. to which the original thing i was told was that there is no hard credit pull. 

  

  Business Response

  Date: 06/28/2022

  At Auto Approve, we take obtaining credit authorization from our customers very seriously. There is nothing 'sneaky' or unclear about the language we use when obtaining authorization. That is why we read the credit authorization statement verbatim and obtain a customer's authorization for both the soft and hard inquiry (on behalf of our lending partners).  We have listened to all of the calls on the account and at no time did you say you were authorizing the soft inquiry only. Your Loan Consultant also very specifically said later in the call that once we submit an application to the lender, they will have to perform a hard inquiry. They also advised you that they were submitting your application and hoped to have a decision for you that same day. We are again sorry that we were not able to obtain an approval for you but we believe the Loan Consultant was very clear about the credit authorization and the fact that there would be a hard inquiry when the application was submitted. Thank you 

  Customer Answer

  Date: 07/06/2022

   I am rejecting this response because:
  
  It is false that it was not sneaky. Bottom line is that i was told from the beginning that there would only be a soft credit pull. And was sneeked into agreeing to a hard pull over the phone and I didn't even hear everything that was said in the fast paragraph that was said and I did say i agree as long as it doesn't affect my credit. You can't tell people that it will be just a soft pull then do a hard pull at the last second.