Complaints

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

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  Auto Finance USA, LLC

  208 W I 240 Service Rd Oklahoma City, OK 73139-8001

  
• 

  Auto Finance USA, LLC

  PO Box 89220 Oklahoma City, OK 73189

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  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.

  This has been an ongoing issues since February 21st 2025. I switched insurances for a cheaper rate on February 19th. The other insurance ended on the 18th at midnight and the new one began at midnight. Auto finance USA put a *** on my car because of a lapse in coverage but there was no lapse. I have sent in all the proof that they have asked for but no one is willing to take the *** off and its acquiring late fees everyday. When I ask for proof on their end that the insurance lapsed they say they have no evidence that it did/ say they dont have to provide me with that information. The account managers are rude every time I talk to them and I get hung up on often. They have also been calling me at least 5 times a day and when I pick up I have to reexplain my situation to them and get told to do something new each time. I feel as if its getting to be harassment at this point because they are just pushing me to pay it and scaring me into paying it when there is no proof that I needed the *** in the first place. I have made every car payment on time for the past two years and always paid my car insurance on time. The account managers also say that there is no manager I can be transferred too for additional assistance but also no one seems to know the protocols for this issue. Below I have attached my original insurance declaration page and verification of insurance start and end date. I could not upload the current declaration page because I dont know how to save it as a file but I can email it to yall if you need more proof

  

  Business Response

  Date: 04/03/2025

  Thank you for bringing this to our attention.  Since receiving the complaint, the finance manager was able to have the insurance verified and the customers account has been credited.  

  Customer Answer

  Date: 04/04/2025

  
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company harasses their customers this is the worst business I have ever dealt with. The call center agents are rude , they dont know how to conduct business. I have ptsd anxiety I paid my car payment already talked to this company since Monday 3/24/25 asking them about my payment they do not conduct business appropriately. I am trying to work and this is ridiculous for a business to act the way they do. I am stressed and shaking while trying to work my normal job . I am also trying to find a different car company so I never have to deal with auto finance USA ever again.

  

  Business Response

  Date: 04/01/2025

  Thank you for bringing this to our attention.  Since receiving the complaint, the finance manager has attempted multiple times to contact the customer by phone and email to address and resolve their concerns. Currently, we've been unable to make contact. 

• Initial Complaint

  Date:11/14/2024

  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 have called in monthly to pay my car note in advanced for the past coupleof years. The *** charges have been inconsistent for the past several months. There is no explanation of how I incured an unpaid balance that was deffered without my authorization. Then, the account manager yelled at me as if I had done something wrong. My car payment is not behind nor is it late. I called to inquire about a deferment that was denied because my account was recently deferred without my knowledge.

  

  Business Response

  Date: 11/18/2024

  Thank you for bringing this to our attention. The Auto Finance USA finance manager has talked to the customer to resolve her concerns. We believe she is partially satisfied with the resolution discussed.  We are open to discussing it further.

• Initial Complaint

  Date:09/20/2024

  Type:Billing 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.

  During the car buying process the salesman did not explain any of the contract to me. He rushed me to sign all the paperwork and would not budge on price even tho there were things they should have taken care of that I now have to do out of my own pocket. I was never told that I had to have full coverage insurance with them on the insurance or they would charge me an extra $100 every car payment. They have been harassing my references by constantly calling them and telling them about my account which I never gave them permission to do so. I was told they would never call any of my references after they did the verification. I am behind one payment, was in contact with someone thru email. He had told me he would put me on a payment plan and never did. I have sent in screenshots of the conversation and am still being told that I am lying because they never noted the account and now they will not work with me. Everyone I have spoken to has an attitude towards me, cusses and hangs the phone up on me. I really would like to talk to the owner personally. I am being told that I owe them a total of 3 car payments which is incorrect I have bank statements showing I paid all of my payments but the one

  

  Business Response

  Date: 09/24/2024

  Ms. ***** is correct that our sales people do not explain the contract terms.  We purposely do not have sales people explain our contracts because they are not attorneys.  Every customer is provided the documents in a digital format to review before they sign them.  They are able to take the documents to an attorney (or any other trusted person they choose) for review and advice. 
  The documents that Ms. ***** signed told her in multiple places that she was required to maintain full coverage insurance or the finance company would force place CPI coverage. 
  Ms. ***** was told that we can set up a payment plan (and that is true), but Ms. ***** never worked out any alternate payment arrangements. 
  If any employee cussed at Ms. ***** as she assets, we would certainly take remedial action against that employee.  ************ can provide the date that this occurred, we will review calls and if her assertion is confirmed, we will absolutely take action.  It is certainly against our policy for any employee to cuss at a customer. 
  ************ has bank statements that show payments that our records do not reflect, we will definitely correct the error.
  We are not constantly calling her references and have not called any of her references after she asked us not to.
  We are happy to work with Ms. ***** on her issues if she wants to call our finance manager.

  Customer Answer

  Date: 09/30/2024

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/05/2024

  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.

  December 2023 spoke to a guy named ****/ a black lady named **** explained to me my down payment interest rate warranty Carfax looked at the car, drove the car two blocks drove back. My father looked at the tires. They were flat in the back and they had to use jumper cables to start it for the test drive on my original paperwork she included a couple of requirements that would need to be met as far as maintenance and mechanics because this was 6-7 PM service center was already closed. It was Friday and I told her that I would appreciate it if she put that in writing and she stated that she would , and I would bring my car in that Following Monday So that the car could receive those services extended in my contract my father told me that I needed to get copies of everything that I signed, and she stated that would not be a problem. THAT IS My first issue with the car company me and my father have been asking for copies of my agreement in its entirety including terms conditions legal rights and responsibilities THIS IS 5th day MAY my request has still NOT been filled. I have not even been given a reason as to why, I cannot have a copy of my documents I am being asked to provide. I agreed to 270/mo I used ************************** and I have never paid only 270 Theyve always charged me like $345 a month saying that I needed to pay the additional money for something called cloud protection thats insurance, why do I have to pay that twice? I paid $964 for the car tag registration late February and on March 19 I was Rear ended by ************ truck while stopped at a red light I told The *** that I would need them to wait until my next pay period for payment due to me paying my deductible. I provided proof of wreck/claim info and given a deferment/promised to pay but 2days later car wont start me and my husband have been bled dry by ****/lyft commuting for work and our twins academic/athletics,lied to/threatened with repo ??!! My claim is pending with ins ***

  

  Business Response

  Date: 05/08/2024

  Customer is correct that when she purchased the vehicle,there were maintenance items that The Key Cars agreed to address.  The Key Cars provided a We Owe form identifying Battery, Top off all fluids and Check tires.  ******** returned to the dealership to receive the We Oweitems on January 12, 2024.  Battery was replaced, one tire was replaced and coolant and windshield wiper fluid were topped off.
  The Key Cars sent customer a copy of all the documents from the sale transaction to the email address provided by customer.  *********************** system notes do not indicate customer requested another copy of her contract documents until this complaint. Auto Finance USA has provided customer with another copy of her contract documents as of May 8. 
  Customers assertion that she had insurance coverage with AllState is correct.  However, customer only had liability coverage. Customer is contractually obligated to have full coverage insurance with a $500 or less deductible, which is very standard in the industry.  Because customer did not provide any proof of full coverage insurance, CPI ********************************* was added to the account.  Customer was advised of this in multiple documents customer signed when the vehicle was purchased.  Customer was also informed of this via telephone on January 16, 2024.
  At the time of purchase, customer signed an acknowledgement of the *** and starter interrupt device.  The form required customers signature or initials in 22 different places acknowledging different aspects.
  
  Auto Finance USAs system notes do not reflect any contact from Customer on March 19 or 20.  The vehicle starter interrupt device was activated on March 20 without any indication the vehicle had been in a wreck.  On March 20,Customer made a payment and the Starter interrupt device was de-activated.  Still, Auto Finance USA did not receive any information from customer that the vehicle had been in a wreck.  

  Customer Answer

  Date: 05/09/2024

  
  Complaint: ********
  
  I am rejecting this response because I told them the reason for needing a payment deferment was paying the deductible to get the car fixed. She even asked me for my claim number. All calls are supposedly recorded. Thats what they say. They are blatantly flat out lying! They are running a scam. Thats why so many people have the same issue And that is why whenever you asked to speak with someone else, they dont let you talk to anyone. They want you to sit there and be disrespected, belittled, and harassed by the same person to make you give up trying. Science shows that exhaustion or being exerted mentally it messes up your decision-making. Thats y the lawyer say they give you the run around they want you to loose credibility. They are about to take these vehicles that they are repoing illegally manipulating kill switches and making common situations hardships for people. They are going to sell them at an auction  All their calls are recorded. then to take the car to auction only to turn around and file the repo in court when it was  illegally made and unjustly instigated I am calling ********** outlet I am calling all these media channels I will reach out to radio shows and podcasts telling whoever will listen because if theyre still gonna be allowed to operate like this tiptoeing the boundaries of whats illegal and theyre going to continue to operate until pushed into the light by every media outlet possible so that people dont take their hard-earned money to them.Matter fact, I have proof that I reached out about the wreck and about the way that I was being spoken to by their finance employees. I tried to text the manager, **** directly and I have copies of the message. And I also have sent emails  I sent  I want recordings of those phone calls FILE ON ME!!! PLEASE VenitraBailey
  

  

  Business Response

  Date: 05/10/2024

  We are sorry to hear that you are not satisfied with our response.  We have reviewed our system notes that are contemporaneously maintained and listened to recorded calls and we are very confident that our response was factually accurate.  We provided a thorough detail of what transpired and have nothing more we can add.

  Customer Answer

  Date: 05/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: my husband has spoken to an attorney. We were advised to obtain the contract THE ORIGINAL contract! Auto finance still has not provided the documents. We are confident that through hiring representation a judge will be able to see reason based on the facts we will provide at that time. If auto finance TRULY listened to ALL. recorded calls the matter at hand would have be fixed long ago. *****************. Reached out a few days ago trying act on a situation that was already at a close. A day late and a dollar short. The *** auto finance LLC. Do not care about their consumer all they care about is profits stacking, and a scam running slowly and they will continue to do this until people know about it until Better Business Bureau hold them accountable smoke and mirrors thats all it is!

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/13/2024

  Please see additional business response. 

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my car off in December of 2023. I have called twice a week or more for months now asking for my lein release. The first 4 or 5 times. They asked for my address. It never came. Then they told me they mailed it to the county's tag office in which I reside.(*****************). After 2 weeks of waiting on it I decided to call again. This time they said it was sent to ***********. And I told them I don't live there and it's not in the kansas database. I asked to email or fax it multiple times. They refuse. They refuse to mail it to me. Almost 6 months now. What do I do? My car broke down and went to a shop for repairs and I didn't have $3500 to fix the car. So I had to go 10 weeks without a car because I couldn't even get a repair loan using my car as collateral because it still shows a lein on my car. Please help.

  

  Business Response

  Date: 05/01/2024

  Thank you for bringing this to our attention.   We were able to confirm with the county where the customer resides what they need to get the lien released. We have sent the requested paperwork to the agent @MGCOUNTYKS.ORG.  The agent was familiar with the customer so we expect the release of lien should be complete at this time. 

• Initial Complaint

  Date:04/12/2024

  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 have been battling this company since October of 2023. This is the worst experience i have had in my LIFE. So they changed payment system about 3 times in the last 6 months. This last change as not KICKED CUSTOMERS OUT OF THE PORTAL WHERE YOU CANT ACTUALLY SEE WHAT YOUR PAYMENTS ARE GOING TO. They have a shut off switch on the vehicles and if not paid from their incorrect paperwork then they disable your vehicle at WILL!!! I ask multiple times for account summary and loction and information on where to send my payments directly to pay down my principle NOTHING!!! I cant fight them alone and will be taking next steps in a civil suit. In all of this madness for MONTHS i spoke with ONE representative who was actually able to articulate calmly and respectfully what she could determine from my situation but still my question became to much for even her jurisdiction. I cant speak with finance manager about how they came up with balance they stated i owe. Maybe i will get the information and correct balance from a judge. PLEASE DONT BUY A CAR FROM THEM. YOU WILL REGRET!!!

  

  Business Response

  Date: 04/16/2024

  We are uncertain what Ms. ****** complaint is.  The last correspondence we can locate between ************** and Auto Finance USA is the attached email string.  She emailed our former General Manager who left the company about 9 months ago.  Our in house counsel received the email and responded.  He provided the requested contract and asked for clarification about any additional documents that she needed and introduced ************* to the Finance Manager.  Neither the in house counsel nor Finance manager received any further request.
  Since receiving this complaint, we have attempted to reach out to **************, but have not received any response. We are happy to assist **************, but were unaware of her dissatisfaction.

  Customer Answer

  Date: 04/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: The information submitted was my prior contract which i did ask for upon explanation of the balance on my account i then asked for an account summary which shows once i make my payments on balance i should then be able to see my future balance. I was informed they are dealing with a 3rd party company and im unable to see MY BALANCE AS I PAY ON VEHICLE. I also asked for address where to send in payments if i wanted to pay down my principal, I ALSO RECEIVED NO RESPONSE  I also inquired about the balance on account. They told me i owe a specific amount and had 22 payments in the breakdown of that balance. I will repost that math because i cant add anymore screenshots on this response
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/25/2024

  Below is our last correspondence with ************** dated April 24.  We have made every effort to try to resolve ****************** complaint.

  *************
  
  Unfortunately,we do not have a system that allows you to log in to track your payments and account balance other than on the Pay Near Me Platform.  It does not update in real time.  However, I have been advised by pay near me (our payment platform provider) that if you go back into the platform after roughly 1 hour, it will have an updated balance.  Alternatively, if you would like to know the balance after any payment, please feel free to text, email or call your account representative and they will be able to provide that information to you.
  
  You can make payments in any manner and the payments will be applied to interest and fees and then to principal.  There is not a way to make payments only to principal unless the interest and fees are paid current.  You can make these payments through the same means that you make your regular payments. 
  
  I have attached a pdf showing all transactions on your account, including how each payment was applied and the balance prior to each payment and after each payment.  Please let me know if you have any questions.

  Customer Answer

  Date: 04/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  HELLO i too have responded to the company and i am asking for a place to log in and verify my account summary and payments. I also was informed that i CANT PAY DOWN ON MY PRINCIPAL to this company. I have never heard of that. Which MEANS they are REQUIRING me to pay interest fees for up to 22 payments that are already MORE than the balance i owe per my PRINCIPAL!!! THIS COMPANY IS A RIP OFF AND I WILL KEEP ADVOCATING FOR PEOPLE NOT TO DO BUSINESS WITH THEM!!! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/27/2024

  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 am not liable for this debt with the key **** I do not have a contract with AUTO FINANCE USA LLC, they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 02/01/2024

  The customer has not provided enough information for us to investigate their claim.  We have more than one customer with this first and last name.  In an effort to resolve the customers complaint, we have reached out to the customer to get additional identifying information.  Until we receive additional identifying information from the customer, we are unable to resolve their dispute.

• Initial Complaint

  Date:12/20/2023

  Type:Sales and Advertising 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.

  These guys are only out for money. Not only do they state theyll work with you on a payment, eventually i had to return the car willingly due to being laid off and they say theyre going to resale for around **** but they wait approximately 6 years later to come at you for a garnishment on your checks. Which im pretty sure *** illegal and if its not it should be. Thats a long time to wait before doing something.

  

  Business Response

  Date: 12/21/2023

  Thank you for bringing this to our attention.
       Upon reviewing our records, we show this vehicle was purchased on 3/26/2019.   Between the purchase date and the repossession we helped the customer on three different occasions by deferring payments past due ****, ***** and 12-19-2019.  The customer made their last payment on 4-24-2020 and the account became delinquent 6-1-2020. On 6-4-2020, the customer called and advised having issues making payments due to employment being slow.  As an arrangement was being discussed the call dropped and no further contact with the customer was achieved.  Over the course of a month multiple Calls to a full voicemail, text msgs and emails were sent to try and make contact with the customer.  On 7-6-2020 the account was placed out for repossession.  The vehicle was subsequently picked up, sold at auction and the account was charged off on 8-7-2020. AFUSA filed suit 5-9-2022 and judgement was entered on 8-12-2022. There were two garnishment orders, 9-30-2022 and *****-2023.   It took approximately 2 years from the last payment made and the first garnishment awarded. The time it takes for these steps to be completed is due to reasons beyond our control.  A review of the details has confirmed everything transpired within the window of the statute of limitations.   At this time we are unable to assist with the terms of the desired settlement. 

• Initial Complaint

  Date:10/11/2023

  Type:Customer Service 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 have been reaching out to the ******* regarding my vehicle and my payments and no one is responding back. I've called and spoke with one agent who advise there was nothing that she was able to do. I reached out to *** though email regarding my payment and no response. *** reached out to me and I advised her I reached out to *** and advised *** of my is*** and I advised her I reached out to *** and he didn't respond then *** never responded back to me. I was trying to setup an arrangement for 2 days out and also verify the balance owed on the acct which no one will or have confirmed. I can attach the emails fo both of the reps. *** ******* is very rude very unhelpful and useless. ***y threaten me many of times regarding the vehicle I tell them to come pick up the vehicle and they tell me there going to *** me and garnish my check.

  

  Business Response

  Date: 10/12/2023

  Thank you for bringing this to our attention. The finance manager has spoken with the customer today and they were able to make arrangements to address the issue.  At this time we believe we have address the concerns and the customer is satisfied with the results.