ComplaintsforAuto Approve, LLC

• Initial Complaint

  03/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I currently am getting my auto loan refinanced. I did everything correctly and on time. I signed and ******* everything back to them within 2 days. I was assured that my current loan and their process would not overlap to the point where I'm not paying 2 car loans. This is the first question I asked when starting my loan with them. I told them if this process takes too long where I'm paying 2 car payments, I did not want to start the process. ****** assured me that we have plenty of time and guaranteed me this wouldn't happen. I started my loan on February 8th and here it is March 10th and the loan still isn't completely processed. They told me they sent it out to the bank on February 21st and that it should've been processed within 7 days and they don't understand why it hasn't been yet. My car payment is due in 5 days from my other loan company!!! I asked ****** to speak with a supervisor and he said his supervisor was on another call and would call me back. Guess what, no phone call! I refuse to pay 2 car payments! I was assured this wouldn't happen. I'm going to have to call my current loan and tell them to not deduct my car payment because it's currently getting refinanced and is late with the process. I have an EXCELLENT payment history on my credit. If my credit changes because auto approve can get their sh*t together I'm going to *** you guys! My credit is in GOOD standing. It better not change Auto Approve!

  

  Business response

  03/15/2022

  We appreciate you providing feedback and are sorry that there were unexpected delays in the process. We strive to make the process as quick and easy as possible. After researching your account, it was identified that there was an error in uploading the funding packet to your new Lender. Due to this error, your new Lender did not receive the funding packet and were not alerted that the deal was ready for them to review for funding. We take great pride in the accuracy of our documentation, so we would like to sincerely apologize that your experience did not meet the very high bar we have set for ourselves. We have taken steps internally to ensure that this type of situation will not happen again. A Manager has ensured that the **************** was completed for your account and the payoff check was sent to your previous lender via *** (overnight air) on March 10th. Thank you again for allowing us to address your concerns and congratulations on your refinance! 
  

  Customer response

  03/15/2022

   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 but I don't feel like I should've had to do your job. I had to call the bank, and I am the one that got things moving. It wasn't until I investigated things that a problem was discovered. Also, when I found the problem, *** and ****** would not accept responsibility for the issue and said it was the bank. Thank you for finally accepting responsibility and apologizing.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was attempting to refinance a truck..Can't recall if I used a service and Auto Approve contacted me or I contacted them.I spoke with *************************** and the process began.I answered all questions about loan, truck and sent photos of license and registration.After hearing the interest rate and new payment that Auto Approve was offering I told ***** to proceed with the refinancing.I received paper work from *****, Loan Support Specialist. I filled out the paperwork and texted ***** on what to do next.On Jan 18 ***** said to disregard those papers and he would get right back with me.That was the last time I heard from ********************** or anybody at Auto Approve.I am still waiting for contact from Auto Approve and I have called several times and get no response from *****.The refinancing was the best of the offers and by going with another company I would not be getting the savings I was told I would receive from Auto Approve and it's designated representative, ***************************.Now that interests rates have risen my refinancing options have vanished.

  

  Business response

  02/18/2022

  Thank you for allowing us the opportunity to research your concerns.  We were able to determine that your account had inadvertently been statused as closed by your Loan Consultant.  A Sales Manager has been in touch with you to work with you to complete the refinance, subject to your approval of the proposed terms, of course.  We are confident we will be able to ensure you receive the terms that were initially offered.  We apologize for the inconvenience this error has caused you but are glad we will be able to assist you with your refinance.  Thank you again for your willingness to work with us to resolve this matter.   

• Initial Complaint

  02/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Auto approve misrepresented the fee for their services. They refinanced my car, took out a new loan for ***** dollars more than my original loan and kept the ***** dollars. This is robbery. I owe more now than I did before the refinance.

  

  Business response

  02/01/2022

  Thank you for taking the time to talk to me today about your concerns.  As we discussed, there are no hidden fees at Auto Approve.  We require our Loan Consultants to perform what we refer to as a Doc Walk with our customers who have elected to add an optional product such as *** or a warranty.  I have listened to the call you had with your Loan Consultant and she specifically pointed out the fees,the terms of your new loan, etc. prior to you signing the contract via DocuSign.  She also specifically pointed out our fee. The amount you have referenced appears to be the total amount financed, which included the payoff to your old lender ($16,670), our fees ($488), the cost of the *** ($895)and the title fee ($15).  The refund you received ($41) was the difference between the payoff we sent to your old lender and the payoff on your old loan at the time they received the payoff.  We take the review and disclosure of contract terms very seriously at Auto Approve which is why we walk customers through the contract when there is an optional product (e.g., ***) rather than simply sending the contract to the customer to sign. You mentioned that you have already cancelled the *** policy on your old loan and that you would like to cancel the *** on the refinanced loan.  We will be sending you the form via *** (along with a prepaid return label) and will use the contract date as the effective date of the cancellation to ensure the full premium is refunded to your new lender to be applied to the principal balance of the loan.  Thank you again for talking to me today and for allowing us to answer your questions and address your concerns. We value you as a customer!

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took out a loan through Auto Approve to pay off my lease from VW Credit Leasing. I paid the loan off in Oct. '21 . It is now the middle of Dec. and I still haven't received the title. In the meantime the registration and inspection have expired and until I have the title there's nothing N.J. D.M.V. can do. I spoke to ************************* from Auto Approve on Nov.30th. ***** needed a copy of my insurance card to release the title. He also said he would send the *** all the information so I can put the vehicle in my name and register the car. I still haven't received the title and *** wasn't sent any release allowing me to register the car.

  

  Business response

  12/28/2021

  We appreciate the opportunity to respond to your concerns.  We are sorry there were unexpected delays in processing the title paperwork for your refinance. It took several months to receive the proper paperwork from the previous lessor and,unfortunately, in the interim some of the documents initially provided had expired and needed to be requested from you again (e.g., proof of insurance). Our Title vendor sent the original title to you on December 14th so you should be able to proceed with the registration, etc. We apologize again for the delays in processing the title paperwork but are glad the matter is now resolved.  We appreciate you as a customer and thank you for bringing your concerns to our attention.    

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i applied for a refinance through Auto Approve and this company is a scam. The first issue that I noticed was they had my social wrong on my documents. My loan officer ******** did not input the correct information as aI instructed her to and when i asked her about it, she lied and said she didn't know why my docs were like that. The entire process stressful. My credit was ran twice and the second time, I did not authorize the credit check. This company almost appear to be fraudulent and a bunch of crooks. I am really disappointed in the fact that everyone who work for this company reads from a prompter. Also, I was asked to signed docs that were not completely filled out and when I signed, they added new information to the documents that I signed which made me look like I was aware of the fraudulent activity. They do not keep you updated on anything and once you give them your social, they take your identify and do whatever they please to do with it. The sales manager has no idea who ran my credit twice and I was told by the finance company that AA ran my credit twice and they lied about it. Also my loan officer told me the finance company use Transunion, but instead, but that was a lie, instead, I got notification from Blue that they checked my Experian. This company is a scam and perform bad business.

  

  Business response

  12/14/2021

  We apologize for any inconvenience you may have experienced during your refinance process. Members of our Management and Compliance team have been in contact with you to address your concerns. It was explained that while you did execute an updated contract (to correct an administrative error),no changes were made to the contract after you had signed it and some fields are intentionally left blank if they are not applicable to your refinance. It was also explained that we may use one credit reporting agency for the soft inquiry (pre-qualification) and our **************** may use another for the hard inquiry, both of which you had authorized. Some credit agencies also reflect an inquiry that was performed via another agency.  The payoff check to your previous lender is being overnighted and a member of our team will remain in contact with you as we complete the refinance process. You indicated to the Sr. ******* you spoke with that Auto Approve has satisfactorily resolved your concerns and answered all of your questions. We sincerely value you as a customer and are glad we could help you reach your refinancing goals.  

  Customer response

  12/14/2021

   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

  11/30/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed on with Auto Approve back in September for a refinance on my ********************************************* with Veridian which was the third-party institution that would be taking me on from there on out. the issue is my vehicle was a total loss in October. At the point of Total Loss my insurance company had to reach out to my financial institution to cut both of us an equity check. My Total Loss was early October and we are still waiting on Auto Approve to pull for a title change because they refinanced me and never sent the title in to be fixed now here it is within the last few days and they are just now getting around to getting me to sign documents in order to change the title on top of that The title still has the original two names from before I refinanced meaning I couldve stuck with my original bank not refinanced and I wouldve been better off than dealing with them. My MSRP was down to 16 grand before I refinanced I refinance with them all the sudden I owe $2500 in interest and yet they never even fully took me on as a client now Im stuck continuously making payments on a vehicle I do not have and I am not willing to make a payment this month due to that fact. This will cost me points on my credit, again about $2500 in interest for a company that didnt even fully take me on fully, so much wasted time. This is all at my cost

  

  Business response

  12/09/2021

  We appreciate the opportunity to respond to your concerns.The interest you referred to is the interest that would have accrued over the lifetime of the loan it is not an expense or cost. Since the loan is a simple interest loan, the total amount of interest you would pay would be based on factors such as whether you paid the minimum monthly payment over the entire term of the loan, whether the loan was paid off sooner (which it will be in this case), etc.  We want to assure you that your refinance was completed with your new lender as of the date of your contract (9/7/21). Members of our Titles team are working diligently with you to have your order completed at an expedited level. Prior to the total loss,Auto Approve was already working to perfect your title we didnt receive the title from your previous lender until October 11th . While we acknowledge that there is a possibility the title order may have been able to be submitted prior to the total loss, there have been significant delays due to the *** requirements in the state you live in and the requirements of your insurance company. Auto Approve remains in contact with you regarding the issuance of your title so that your total loss can be addressed by your insurance company. You also elected to include GAP coverage in your refinanced loan which may be able to assist with payments while the claim is pending and should cover anything not paid by your insurance company. We apologize for any frustration you may have experienced but firmly believe that the solutions we have identified and discussed with you via phone will resolve and rectify the matter. We sincerely value you as a customer. Thank you
  
  

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I refinanced through Auto Approve back in March 2021. At that time I purchased gap insurance too. The person that assisted me was very helpful. He responded to all of my calls and emails. At first, I was hesitant about refinancing with a business that I could not walk in the office and work with someone in person. However, the entire process went smoothly. I was really surprised. In August of 2021, my car was sold. I contacted the person who had helped me before, regarding the cancellation of the gap insurance and the refund. I completed the form on September 14 2021. I decided to follow-up on the process of the cancellation form, and so I emailed him; he did not respond. I emailed him again, still no response. I texted him and finally he texted back. He seemed to be a little annoyed with me. He explained that it takes ***** days to process the cancellation and refund To this date, I have not received anything. He gave me the contact information of the person (*************************), who actually handles this. I sent an email to ***** a week ago, no response. I sent another email on Monday, still no response. I was told back in October that the cancellation form was being processed. What happened to quality customer service here? I am asking for my refund to issued.

  

  Business response

  11/18/2021

  Thank you for the opportunity to respond to your concerns.  We are so very sorry that this process became so complicated and wish to apologize for the way in which the Loan Consultant responded to your questions.  This is being addressed internally. When the cancellation forms were returned, they were not sent to the cancellations email box (as requested) but were instead sent to one of our Sales Managers.  He forwarded them to the individual who handles the claims but that individual was unexpectedly out of the office, which is why you did not receive a response to your calls and texts.  This should not have happened and we are sorry for the unexpected delay. Our back-up process should have been implemented but it is clear that did not happen. The cancellation is being processed as of the date you first requested it so there will be no impact on the amount of the pro-rata premium refund. We will continue to monitor this cancellation request and have asked if there is any way to expedite the process on the insurers side.  Thank you again for bringing this to our attention and for allowing us to address your concerns.

  Customer response

  11/19/2021

   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

  11/10/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We refinanced our auto loans for both vehicles in November of 2020. This month, November 2021, we decided to sell one of our vehicles. With an offer on the table, we found we could not sell because Auto Approve never released our title to the company we refinanced through. We have contacted several times with the customer service representatives either transferring us to only a VM (we have never spoken to a real person through the ************** or making a note to their sales manager. At that, weve been told several times we would hear within ***** hours of the request and have not, we have continued to have to call back. At this point, we just want our titles released for both vehicles or we will be seeking legal action based on misrepresentation and withholding personal property leading to loss of income.

  

  Business response

  11/18/2021

  We appreciate the opportunity to respond to your concerns.  The title to one of the vehicles (VIN ending in M134490) was completed and perfected on January 10,2021.  The title packet for the second vehicle (VIN ending in G3040139) was inadvertently documented as having been completed but was apparently never completed.  We believe that because one of the vehicles was completed the order was inadvertently marked as complete for both vehicles.  We apologize for this administrative error and the application for the title for the second vehicle was submitted to the state on November 10th.  The jurisdiction has a processing time of 55 to 70 calendar days.  We have asked if there are any options to expedite the order and will be in contact with you while the order is in process.  We also wish to apologize for the lack of follow up contact with you. It is my understanding that they were waiting until they had all of the information to answer your questions but absolutely should have reached out to you immediately to let you know it was under investigation. You may reach out to ************************************* with any additional questions.  We will continue to provide updates as they become available.  We apologize again for the administrative error that resulted in the delays in processing the title to the second vehicle.  Thank you   

• Initial Complaint

  10/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought my leased car through Auto approve and it's been 6 months and I never got the title. I have called several times since May they say it was in the state's hands I finally find out that that was not the truth. They send me a text message in August with the name *********************** that prepared my title paperwork and it wasn't even submitted so I waited since May for nothing. Nobody contacted me May June July almost the whole month of August even though I was calling them they never submitted it and I paid the fees to them. They should not be telling customers that it's in the states hands and there's nothing they can do only to find out on August 26th it was still not submitted even though they prepared it back in May. I need my title I can't sell my car I can't trade it in I can't do anything because of them I need my title ASAP this has been going on for 6 months. I tried working with them they even gave me a supervisor but that was 2 weeks ago still no update still no title the title isn't even in the correct status since May. It should have been submitted in May and I would like to know what this business is going to do to help I just want my title they need to expedite this immediately they keep blaming the state of New York but if they submitted it back in may like they were supposed to I would have it by now.

  

  Business response

  11/01/2021

  We appreciate the opportunity to respond to your concerns.  The title to your vehicle was completed on 10/18 (updating the lien to show the new lienholder).  A manager from our ***************** reached out to you to provide that information. There were some processing delays but once the updated insurance information was received from you, it was submitted to the jurisdiction for processing. We are very sorry that there were unforeseen delays but are glad everything has now been resolved.  We appreciate your patience and, of course,your business.  Thank you     

• Initial Complaint

  10/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband and I refinanced our car last year, in October. A year has passed and we have yet to receive our lien title. The Title Specialist we were in contact with has unexpectedly left the company without notifying us or forwarding our issue to a fellow colleague. We have been trying to reach **************** or anyone within the department, but have been unable to reach anyone and our calls are being forwarded to voicemail. Because of the delay, the out-of-state plates we had on the car had to be surrendered. For now, we have had no choice, but to park the car, since we are unable to drive it without plates. We have contacted our MVA and they have informed us that there is no record of us refinancing the car. So we are currently still paying a car note on a car we currently cannot drive.

  

  Business response

  10/22/2021

  Thank you for allowing us to respond to your concerns. Your title order currently remains in process at the jurisdiction. Many jurisdictions have had extensive delays as a result of staff shortages and pandemic shutdowns, creating a backlog of accounts. Unfortunately, we cannot control those processing times and they did result in some rejections when your order was submitted and during the initial processing. The rejections have significantly delayed the processing of your order. The Title Processor you were working with is no longer with the company but your account was reassigned to one of our Senior Title Specialists for additional care, attention, and as much expediting as possible. One of the rejections was caused as a result of the co-borrower not signing a required document and an additional delay was the result of ****** not sending the release of lien in a timely fashion. The jurisdiction notified our titling partner on 10/21 that they are now an additional 10 days behind but that the order has been rejected due to an inspection expiring. A request has been made for the title to be issued and temporary tags to be issued and sent to you. The temp tags will allow you to take the vehicle to an inspection site, obtain the inspection, and have your permanent tags and registration issued. Auto Approve will be refunding the cost of the registration that was included in the refinanced loan and covering the cost of the additional inspection needed to resolve the matter. We will be following up with you to ensure you receive the temp tags from the jurisdiction.  Thank you 

  Customer response

  10/25/2021

   I am rejecting this response because:
  This is the third time the inspection has expired, due to processing taking to long. We have had to come out of pocket for this inspection all three times with promises to receive a refund in which that has not occurred. When should we expect to receive our refund in addition to the Title and temporary tags that are also now delayed AGAIN?
  
  

  Customer response

  11/05/2021

   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.

*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. ↩