Complaints

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

• Initial Complaint

  Date:04/29/2025

  Type:Delivery 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.

  The have not sent me the title of a vehicle I paid off. According to them they do not provide the title. I am to pay to get it on my own. I reached out to my local *** and they say the finance company is to provide the title. I have been getting the runaround for the past 4 years. Now I attempt to contact them I hit dead-ends. My information is not in their system anymore.

  

  Business Response

  Date: 05/08/2025

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ***** ****** with the BBB case number ********.
  
  An investigation of the customer’s account determined ***** ****** signed a Retail Installment Contract on 3/21/2017 with ****** ** *****, for the purchase of a 20** ***** ********  The contract was assigned to ACA.   
  ACA released an electronic ***** title to **. ****** on 3/19/2021. The title and paid in full documents were mailed to the address on file that matches the address on the BBB complaint.
  **. ****** would need to contact the ***** ***. ACA is unable to call and get information due to the lien being released. A positive customer experience is a top priority for ACA, as stated in our mission and values. If **. ****** has any questions; he may contact the Customer Experience Team at ************ or ******************************.
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  Date:04/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in a car accident back in May 2024. My car was totaled & the company received there payout. They have not contacted me for months. They recently contacted me a month ago stating I was past due. They received their money back in September.

  

  Business Response

  Date: 05/02/2025

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ***** ******* with the BBB case number ********* 
  
  An investigation of the customer’s account determined ***** ***** ******* signed a Retail Installment Contract on 2/27/2024 with ******** ********** ***** *********, for the purchase of a 2020 Nissan Sentra.  The contract was assigned to ACA.  
  
  Regarding *** ******* request to cease and desist, ACA will no longer attempt to call, text, or email them about the account, as requested in their written communication. Please note that by stopping all communication, *** ******* is opting out of any future calls, text messages, and emails related to the account. However, ACA may still send legally required notices via mail. *** ******* can reach out to ACA at any time if they have questions or needs information about their account.  ACA may report the account to one or more credit reporting agencies if the account is in default or remains so. *** ******* will be responsible for the account until it is paid in full.
  According to our records, the vehicle was deemed a total loss on 5/24/2024. ACA received the insurance proceeds for $14,172.46, which were applied on 7/9/2024.
  
  ACA mailed the Explanation of Calculation of Surplus or Remaining Balance Total Loss Account on 7/22/2024 (copy attached).  The deficiency balance remaining on the account was $7,908.22.
  
  On 7/29/2024, ACA received $907.85 from ********* ******** **********, which was applied to the principal balance.
  
  On 8/9/2024, ACA received $791.69 from the extended warranty. The payment was applied to the principal balance.
  
  On 10/2/2024, ACA received $5,466.32 from the GAP provider. The payment was applied to the principal balance.
  
  The customer is responsible for making their full monthly payment until the account is paid in full, even while insurance proceeds, extended warranty refunds, and pending GAP benefits. 
  
  *** ******* processed a payment online on 3/28/2024 for $235.94 via debit.
  
  While *** ******* remains responsible for the account balance, ACA can offer the following resolution. ACA has a procedure whereby the account can be settled for less than the full amount owed. *** ******* can call our Customer Experience line at ************ to discuss a settlement offer. If she contacts us regarding this option, a letter explaining the settlement will be mailed to her.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ******* has any questions; she may contact the Customer Experience Team at ************ ** *******************************
  Keith K. 

• Initial Complaint

  Date:04/22/2025

  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 company ordered a repossession of my daughter’s vehicle. It was immediately satisfied the same day which happened to be Saturday April 19th. I was told that they were sending the release of the vehicle immediately that same day. Fast forward to Monday 4/21/25 I started calling first thing Monday morning because I had been trying to recover the vehicle all weekend. The two third party vendors they contracted, *** ***** ******* *** *** ***** ******** are also pure crooks! They have been holding my vehicle and simply REFUSE to return it to me inspite of Everything being satisfactory. What is even more concerning is the pure disregard and dishonesty by American Credit Assistance!! They claim they couldn’t do anything concerning the excessive predatory fees that are being accessed and continually SHIFTS Blame!!! I need to speak to someone in this company’s leadership immediately! I also reached out NUMEROUS times to Mr. Keith and left messages, and he has also avoided contact. Please help!!

  

  Business Response

  Date: 05/02/2025

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ****** ****** with the BBB case number *********
  
  An investigation of the customer’s account determined ****** ******* ****** signed a Retail Installment Contract on 10/26/2023 with ******* for the purchase of a 2023 Kia K5.  The contract was assigned to ACA.   
  
  ACA has reached out by phone and has been unable to speak with *** ******* 
  
  *** ****** was informed that additional fees could be associated with reinstatement. This information was provided to her when the reinstatement disclosure was read or played for her.
  
  On 4/19/2025, *** ****** processed a payment of $1,248.30 via debit.
  
  *** ****** was offered an extension for March and April.
  
  The release was sent to the lot on 4/19/2025 but was not processed immediately because the lot was closed for the weekend.
  
  On 4/21/2025, *** ****** was informed that we are not associated with the lot and have no control over their fees.
  
  The account is current. The next due date is 5/10/2025.
  
  *** ****** is welcome to file a complaint with *** ** ************ regarding the vehicle pick-up process.  
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ****** has any questions; she may contact the Customer Experience Team at ************ or *******************************
  
  Keith K.
  Customer Experience Manager 

  

  Business Response

  Date: 05/08/2025

  *** ****** was informed that additional fees could be associated with reinstatement. This information was provided to her when the reinstatement disclosure was read or played for her.
  
  The release was sent to the lot on 4/19/2025 but was not processed immediately because the lot was closed for the weekend.
  
  On 4/21/2025, *** ****** was informed that we are not associated with the lot and have no control over their fees.
  
  *** ****** is welcome to file a complaint with *** ** ************ regarding the vehicle pick-up process.

  Customer Answer

  Date: 05/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  I apologize for not accepting responsibility for something I caused. I appreciate your time and attention:)

  Sincerely 
  
  ****** ****** 

• Initial Complaint

  Date:04/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March of 2025 we reached out to the car company because we noticed the amount of payment was not being made was not being put toward the loan. At that time we were advised we had past due charges that totaled $234.20 in late fee. The person we spoke with said that we could make our regular payment and have those late fees removed if we spoke directly with a person when we made the next payment. In error we made the payment online and did not speak with a person. I called on 4/17/2025 and advised of the error and asked would they waive the late fees. I was told if we made another payment they would 'allocate' the money toward the late fees. I advised them that's not what I was promised. They listened to the previous call and came back and said if I made a payment they would again 'allocate' the money to the late fees. I advised them this was a deceptive play on words. Allocating a percentage of my regular payment to cover late fees is not removing or waiving the late fees. I spoke with a manager who used the same word 'allocate'. I've been paying to make sure that we are caught up on the note. The only thing that's creating a past due on the account is the past due charges, which they agreed to waive not allocate. I feel like they are getting me to pay and posting 1/2 my payment toward the late fees, which makes it look like my payments are behind so they can continue to charge me additional late fees. This is unfair when I'm making the payments and being deceived. I will never catch up because they will continue to add the fees. And they are reporting on my credit report that I'm paying late.

  

  Business Response

  Date: 04/25/2025

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ***** ***** with the BBB case number ********* 
  
  An investigation of the customer’s account determined that ***** ***** ****** *** ***** **** ***** signed a Retail Installment Contract with ******* *** on 3/18/2023 for the purchase of a 2012 Kia Sorento. The contract was assigned to ACA.  
  
  Due to *** ***** making her payments online, the late fees were not satisfied.
  
  There is a process for allocating payments to late fees. *** ***** must call or chat with a representative to have the payment split with ACA’s third-party Speed Pay to satisfy the late fees.
  
  The customers agreed to the attached Contract, which indicated the following: an Annual Percentage Rate (APR) of 28%, a Finance Charge of $20,600.49, an Amount Financed of $18,756.87, a Total of Payments of $39,357.36 (the total amount that the customer will have paid after making all payments as scheduled), and a Total Sale Price of $40,857.36. (the total cost of her purchase on credit, plus his down payment of $1,500.00).
  
  If the customer had paid strictly according to the Payment Schedule (with no late payments and no extensions), the customer would have paid off the Total of Payments of $39,357.36 within the 72-month term of the Contract. However, the customer has not paid as scheduled. The customer has paid after the due date numerous times, including as evidenced by ten (10) late charges, which are incurred when a payment is not received in full within 10 days after it is due. She received one (1) extension. Late payments and extensions have resulted in more of her payments being applied to interest (as opposed to principal) than if she paid according to the terms of his Contract. Additional interest accrued on the account due to paying late and payment extensions. As a result, the total amount the customer needs to pay off her Contract will be higher than the original Total of Payments, which is based on paying according to the Payment Schedule.
  
  Interest accrues daily based on the current principal balance and the contractual annual percentage rate (APR) of 28%.  When the payments are posted, any accrued interest is paid first, then the remainder of the payment is applied to the principal.  Regarding applying payments, ACA applies payments in the following allocation order:
  
              1.           Repossession fees, if any
              2.           Interest (currently due)
              3.           Principal (current and past due)
              4.           All other fees (such as late fees and non-sufficient funds fees (NSF)
              5.           Remaining principal
  
  Whenever *** ***** makes a payment, ACA applies the payment to the accrued interest first, then the principal. Interest accrues daily and is based on the current principal balance, the APR of 28%, which is the number of days over which interest has accrued. The principal balance is highest at the beginning of the contract, so more of the payment is taken up by interest early in the contract.  The customer has made the equivalent of 22 monthly payments on her Contract, which has a term of 72 months.  Payment extensions and late payments (after the due date) cause additional accrued interest, and more of each payment is to be taken up by interest and late fees and is not available to apply to the principal.  An explanatory document entitled “Simple Interest FAQ” is attached to explain further how simple interest works.
  
  In addition, as stated in the Simple Interest FAQ, to reduce interest costs and help reduce principal balance, the customer may desire to make lump sum payments (in addition to his monthly payments).  Any payment overage will automatically apply to the principal once the accrued interest and unpaid late fees are paid. Gradually, over the 72-month term, as the customer makes regular, on-time full, monthly payments (with no further extensions), the principal balance will be reduced, and less of each payment will apply to interest and more to the principal.
  
  Suppose a customer pays strictly according to the payment schedule. In that case, some of every payment (except the first payment) will be available to apply to the principal after accrued interest is paid. However, suppose a payment is one, two, or more days late. In that case, additional interest has accrued, causing more of the following payments to apply to interest and less or none to be available to pay down the principal.
  
  ACA appreciates the opportunity to explain how monthly payment history is reported to the credit bureaus. ACA reports payment history based on current or past due status at the end of each month. An account which is 0 to 29 days past due at the end of the month will report as “current.” An account which is 30 to 59 days past due at the end of the month will report as “30+ late.” An account which is 60 to 89 days past due at the end of the month will report as “60+ late.”
  
  ACA reports to the credit bureaus how the customer has paid. ACA is required to furnish accurate information to the credit bureaus.
  
  Accordingly, no adjustments to the credit reporting of this account are needed.
  
  Currently, the account is 8 days past due for $657.07. The past due amount includes a partial monthly payment of $422.87 and $234.20 in late fees. We encourage *** ***** to call ACA at ************ *o arrange to bring the account current.
  
  As stated in our mission and values, ACA prioritizes a positive customer experience. If *** ***** has any questions, she may contact the Customer Experience Team at ************ ** *******************************
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  Date:04/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a truck I got from ****** and signed with American credit acceptance back in 2022. I went to a **** dealership and was told my current loan isn’t being reported to all 3 bureaus. I was just told today they don’t report as I was told and I have no history other than a website for the company American credit acceptance I sign into and can show my account information. I’m trying to trade my truck in but unfortunately my credit doesn’t reflect anything of the nature of me making great payments.

  

  Business Response

  Date: 04/16/2025

  This is to serve as a formal response by American Credit Acceptance, *** (“ACA”) to the complaint filed by ***** ************* with the BBB case number ********.
  
  An investigation of the customer’s account determined that ***** ***** ************* signed a Retail Installment Contract with ******* ***********, *** on 5/10/2022 for the purchase of a 20** ********* ********* **** **** ***. The contract was assigned to ACA. ACA apologizes for the confusion this situation has caused. ACA is not legally obligated to report the account to the credit bureaus. ACA can send **. ************* a copy of his transaction history.

  The account is current. The next due date is 4/24/2025.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If **. ************* has any questions, he may contact the Customer Experience Team at 864-256-2309 or *******************************
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a plan to get caught up on my bill with them! The night before I completed my promise to have this month paid up to defer payments, mind you I have given them money towards my total every week as a show of good faith. Instead of removing my car from the repo list after my last payment, they kept it up for repo, knowing what we discussed on getting caught up. Now I’m 48 hours without a vehicle. I paid it last night before both companies closed. Now magically the company they use as a 3rd party is refusing to release my car til they “have time to” I’m out an extra 300 for the repossession (that could’ve been avoided had they kept their end of the plan) Then the tow company is going out of their way to hold my car til they can cut a new key and keep it on the lot for the maximum of $250. They don’t honor their agreements, and hurt their customers that are actively trying to get caught back up! They don’t care and have no regard for anyone going through a tough time.

  

  Business Response

  Date: 04/03/2025

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ****** ******* with the BBB case number ********* 
  
  An investigation of the customer’s account determined that ****** **** ******* signed a Retail Installment Contract with ****** on 8/05/2020 to purchase a 2014 Mazda Mazda6. The contract was assigned to ACA.   
  
  The vehicle was assigned for repossession on 2/24/2025.
  
  On 2/24/2025, *** ******* processed a payment of $80.00 via debit, placing the account on a temporary repossession hold.
  
  On 3/01/2025, *** ******* processed a payment for $42.00 via debit.
  
  On 3/06/2025, *** ******* was advised of the minimum balance due for the December 2024 payment. *** ******* could not pay the December balance and was advised that collection efforts would continue. No arrangements were set on the account.
  
  On 3/06/2025, *** ******* processed a payment for $60.00 via debit.
  
  On 3/17/2025, *** ******* processed a payment of $150.00 via debit.
  
  The vehicle was assigned and repossessed on 3/25/2025 at 84 days past due for $1,308.53.
  
  *** ******* was informed that additional fees could be associated with reinstatement. This information was provided to her when the reinstatement disclosure was read or played for her.
  
  On 3/26/2025, *** ******* was quoted $858.33 to redeem the vehicle.
  
  *** ******* processed a payment of $858.33 on 3/26/2025 via debit.
  
  ACA informed *** ******* that processing the vehicle release could take up to 4 hours.
  
  The account is current. The next due date is 5/01/2025.
  ** ****** ** *** ******* *** ******* *** *********** * ******** ******** *********** ** *** ******* *** *** ********** *** *** ******* *** ******** ********** **** ** 864-256-2309 or [email protected].
  
  Keith K. 
  Customer Experience Manager 

• Initial Complaint

  Date:03/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a NOTICE TO SELL PROPERTY letter from American Credit Acceptance (ACA) days after my vehicle disappeared on 02/06/2025. On 02/15/2015 I mailed ACA a letter via USPS Certified Mail with return receipt for the company to halt this sell and validate the alleged debt I owe them by proving my signature was not monetized and that they lent actual lawful money by presenting their full accounting. ACA did not respond to this letter, violating my consumer rights to request such information. After continued no response, I mailed a second letter via USPS Certified Mail with return receipt on 03/13/2025. ACA still has not responded to any of my correspondences to resolve this matter. ACA's failure to respond may be construed as an admission that they lack a valid claim regarding the alleged debt and repossession. American Credit Acceptance had no lawful authority to repossess my vehicle, as no contractual agreement exists between us.

  

  Business Response

  Date: 04/03/2025

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ****** ****** with the BBB case number *********
  
  An investigation of the customer’s account determined ****** ****** signed a Retail Installment Contract on 4/08/2024 with ********** ******* ****************** **** for the purchase of a 2019 Buick Encore.  The contract was assigned to ACA.   
  
  The Contract calls for a payment schedule of 72 payments of $467.30 due monthly beginning May 23, 2024. *** ****** has made the equivalent of 5 payments (See Customer Transaction History, attached).
  
  ACA takes all customer complaints seriously and values its customers’ business. Accordingly, we have thoroughly reviewed *** ******** complaint and ACA account.
  
  The vehicle was repossessed on February 5, 2025, due to payment default; the account was 128 days past due. ACA strives to avoid repossessing vehicles and does not begin repossession activity until an account is significantly past due and reasonable efforts to bring the account current have failed. ACA attempted to contact the customer via phone, text, and email. However, we were not successful. The repossession was valid as the account was 128 days past due.
  
  On February 26, 2025, ACA spoke to *** ****** regarding the repossession of the vehicle. *** ****** advised she made a payment to reinstate the vehicle; however, according to our records, she had not spoken to anyone to make the arrangements. ACA quoted her $3,047.50 to reinstate the vehicle. According to our records, she made a payment via checking account on February 25, 2025, for $2,336.50, which left a remaining balance of $243.70, and she agreed she would make that payment on February 26, 2025. ACA advised she would need to wait three business days to send in a running bank statement to ensure the payment does not return. *** ****** agreed and understood the process. ACA placed the repossession hold to ensure the vehicle would not be sold at auction. Subsequently, both payments returned as insufficient funds, and the repossession hold was removed on March 3, 2025. ACA attempted to contact *** ****** via phone to discuss the account. However, we were not able to reach her.
  
  With regards to *** ******** allegations regarding the Notice of Our Plan to Sell Property, ACA mailed the notice on February 6, 2025. The notice indicated that ACA would sell the vehicle at a private sale sometime after February 16, 2025. The notice also indicated that she may get the vehicle back at any time before we sell it by paying us the full amount owed.
  
  Finally, *** ******** allegations include that she mailed in two certified letters requesting that ACA stop the sale of the vehicle and her request for debt validation. ACA received both notices, and one was documented on March 17, 2025, as received. ACA would like to clarify that even though we received the documentation from *** ****** requesting we refrain from selling the vehicle, Ms. Farmer would have needed to discuss this with an ACA representative to ensure the auction hold was honored. As requested in her complaint, ACA has provided *** ****** with a debt validation letter (a copy of which is attached).
  
  The unit was sold on March 19, 2025, and the proceeds of $9,466.50 were applied to the account on March 24, 2025, leaving a deficiency balance of $10,046.28. The Explanation of Calculation of Surplus or Deficiency has been mailed to *** ******* ACA will be willing to discuss settling any such deficiency balance for less than the full amount due. If the account is settled under this procedure, ACA will report to the credit bureaus that the account was settled for less than the full balance owed.
  
  We have also reached out by phone to discuss this information but have been unable to reach her.
  
  Upon receipt of *** ******** complaint, ACA’s Credit Disputes Department confirmed that the reporting for the account is as follows: the account charged off on March 24, 2025, which is consistent with ACA’s accounting policy of charging off delinquent accounts once they are 120 days past due. Where applicable, ACA reports all account conditions, including monthly payment history, account balance, and delinquency. ACA is permitted to furnish information regarding the account to the credit bureaus but is required by law to provide accurate information.
  
  Accordingly, the account reports accurately, and no adjustments to the account's credit reporting will be made.
  
  Regarding *** ******** allegations that ACA is violating numerous UCC laws and consumer protection statutes, ACA does not agree with the assertions in the complaint regarding violations of law. ACA has not violated the terms of the Contract or any applicable laws. Nothing that *** ****** has stated or provided negates her contractual obligation to make payments on the debt.
  
  As of March 31, 2025, *** ******** account had a payoff balance of $10,046.28.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ****** has any questions; she may contact the Customer Experience Team at ************ ** *******************************
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  Date:03/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against American Credit Acceptance (ACA) for fraudulent auto loan practices. I purchased a vehicle from ****** on September 5, 2023, and financed it through ACA. I was told the total amount financed was $15,000, but the contract listed $30,000, and I was given an interest rate of 28%, which was never properly disclosed. Additionally, the signature on the contract is not mine. ACA initially lost my contract, and after months of inquiries, they provided a fraudulent copy. Despite disputing this with the credit bureaus and requesting the account be removed, ACA has reported it to the credit bureaus and is refusing to remove it or cease collection efforts. I seek the removal of this fraudulent account, a refund of my $500 down payment and all payments made, and compensation for damages caused by ACA’s deceptive lending practices.

  

  Business Response

  Date: 03/24/2025

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ***** ******** with the BBB case number *********
  
  An investigation of the customer’s account determined that ***** ****** ******** signed a Retail Installment Contract with ****** on 9/05/2023 for the purchase of a 2012 Honda Accord. The contract was assigned to ACA.
  
  The contract calls for a schedule of 72 payments of $422.78 due monthly, beginning October 20, 2023. *** ******** made the equivalent of 17 monthly payments (see Customer Transaction History, copy attached).
  
  As stated above, *** ******** agreed to the attached contract, which indicates the following: an APR of 28.00%, a Finance Charge of $15,933.16, an Amount Financed of $14,507.00, a Total Payment of $30,440.16 (the total amount that would be paid after making all payments as scheduled), and a Total Sale Price of $30,940.16 (the total cost of the purchase on credit, including the down payment of $500.00).
  
  The terms of *** ********’s financing with ACA are outlined in the contract she signed and agreed to. During the September 8, 2023, pre-funding confirmation call, *** ******** spoke with ACA and confirmed all contract terms. No contract terms are false or misleading, and all terms were appropriately disclosed.
  
  ACA takes all customer complaints seriously and values its customers’ business. Accordingly, we have thoroughly reviewed *** ********’s complaint and ACA account.
  
  Per her written request, ACA will no longer attempt to call, text, or email *** ******** regarding the account. Please note that by ceasing communication, *** ******** is opting out of future calls, text messages, and email correspondence regarding the account. ACA may continue to mail legally required notices, and she can contact ACA any time she would like for account information.
  
  ACA may report the account to one or more credit reporting agencies, including if the account is or remains in default.
  
  *** ******** will maintain responsibility for the account, which will remain open and active until paid in full.
  
  Upon receipt of *** ********’s complaint, ACA’s Credit Disputes Department confirmed the accuracy of the account reporting. All of *** ********’s payments made to date have not been greater than 11 days past due, and she has not received any negative reporting. Accordingly, her account will not be removed or deleted from credit reporting.
  
  *** ********** allegations that ACA "lost her contract " are without merit. ACA has no record of speaking with her regarding her request for a copy of the contract.
  
  In addition, ACA confirmed that *** ********'s down payment of $500.00, as indicated on the Contract, was paid directly to the dealership. This lowers the amount financed but does not otherwise affect the payment schedule outlined in the contract. ACA does not require a down payment at the time of signing.
  
  Finally, ACA disagrees with the complaint's assertions regarding law violations. ACA has not violated the terms of the Contract or any applicable laws. Nothing that *** ******** has stated or provided negates her contractual obligation to make payments on the debt.
  
  Currently, the account is 4 days past due for $422.78. The past due amount includes a partial monthly payment of $292.78, $70.00 in late fees, and $60.00 in NSF fees. We encourage *** ******** to call ACA at 866-544-3430 to arrange to bring the account current.
  
  As stated in our mission and values, ACA prioritizes a positive customer experience. If *** ******** has any questions, she may contact the Customer Experience Team at 864-256-2309 or *******************************
  Keith K.
  Customer Experience Manager 

  Customer Answer

  Date: 03/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I appreciate ACA’s response, but their statement contains several inaccuracies and does not resolve my complaint.
  1. ACA Initially Lost My Contract & Later Produced a Questionable Copy
  • I made multiple requests for a copy of my contract, and ACA failed to provide it for months.
  • When they finally sent a copy, it contained inconsistencies, including a signature that is not mine.
  • This raises serious concerns about the validity of the contract and whether it was altered or improperly handled.
  2. The Loan Terms Were Misrepresented
  • I was told the amount financed was $15,000, but the contract reflects $30,000.
  • The 28% APR was not properly disclosed, violating Truth in Lending Act (TILA) requirements.
  3. ACA Removed the Account from My Credit Reports, Indicating They Acknowledge Issues
  • If ACA was confident in the legitimacy of this contract, why was the account removed?
  • This suggests ACA found errors or potential fraud in their own records.
  4. My Requests for Full Resolution Have Not Been Addressed
  • I am demanding a full refund of my $500 down payment and all payments made toward this fraudulent loan.
  • I want ACA to formally confirm in writing that:
  • The account will not be re-reported to credit bureaus.
  • They will cease all collection efforts.
  
  
  Requested Resolution:
  
  
  ACA has already removed this account from my credit reports, which indicates they acknowledge an issue. However, I still require:
  • A full refund of my down payment and payments made.
  • A written confirmation that the account is permanently closed, and ACA will not attempt to collect on it.
  
  
  I urge the BBB to escalate this matter, as ACA’s response does not fully address their deceptive lending practices.
  
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 03/26/2025

  *** ******** agreed to the attached contract, which indicates the following: an APR of 28.00%, a Finance Charge of $15,933.16, an Amount Financed of $14,507.00, a Total Payment of $30,440.16 (the total amount that would be paid after making all payments as scheduled), and a Total Sale Price of $30,940.16 (the total cost of the purchase on credit, including the down payment of $500.00).
  
  The terms of *** ********’s financing with ACA are outlined in the contract she signed and agreed to. During the September 8, 2023, pre-funding confirmation call, *** ******** spoke with ACA and confirmed all contract terms. No contract terms are false or misleading, and all terms were appropriately disclosed.
  
  ACA takes all customer complaints seriously and values its customers’ business. Accordingly, we have thoroughly reviewed *** ********’s complaint and ACA account.
  
  Per her written request, ACA will no longer attempt to call, text, or email *** ******** regarding the account. Please note that by ceasing communication, *** ******** is opting out of future calls, text messages, and email correspondence regarding the account. ACA may continue to mail legally required notices, and she can contact ACA any time she would like for account information.
  
  ACA may report the account to one or more credit reporting agencies, including if the account is or remains in default.
  
  *** ******** will maintain responsibility for the account, which will remain open and active until paid in full.
  
  Upon receipt of *** ********’s complaint, ACA’s Credit Disputes Department confirmed the accuracy of the account reporting. All of *** ********’s payments made to date have not been greater than 11 days past due, and she has not received any negative reporting. Accordingly, her account will not be removed or deleted from credit reporting.
  
  *** ********** allegations that ACA "lost her contract " are without merit. ACA has no record of speaking with her regarding her request for a copy of the contract.
  
  In addition, ACA confirmed that *** ********'s down payment of $500.00, as indicated on the Contract, was paid directly to the dealership. This lowers the amount financed but does not otherwise affect the payment schedule outlined in the contract. ACA does not require a down payment at the time of signing.
  
  Finally, ACA disagrees with the complaint's assertions regarding law violations. ACA has not violated the terms of the Contract or any applicable laws. Nothing that *** ******** has stated or provided negates her contractual obligation to make payments on the debt.
  
  Currently, the account is 6 days past due for $422.78. The past due amount includes a partial monthly payment of $292.78, $70.00 in late fees, and $60.00 in NSF fees. We encourage *** ******** to call ACA at 866-544-3430 to arrange to bring the account current.
  

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The truck I purchased from a dealer was advertised at the price of $10,985. I had a deal already set up with another finance company, ******** financial through car gurus. I never received a copy of this purchase agreement until I requested it weeks later. The truck never made it home the night it was bought. It was fixed if you can call it that. I’ve tried to return this truck since Oct 8th 2024 to no avail the dealer will not take it and this company will not as well but will threaten me with repossession every other day so far just want my money back so I can buy something that is the price it is listed for

  

  Business Response

  Date: 03/26/2025

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ******* ******* with the BBB case number ********* 
  
  An investigation of the customer’s account determined that *** ******* ****** ******* signed a Retail Installment Contract on 10/07/2024 with **** **** ****** **** to purchase a 2014 Chevrolet Silverado 1500. The contract was assigned to ACA.   
  
  *** ******* agreed to the attached contract, which indicates the following: an APR of 24.00%, a Finance Charge of $10,342.23, an Amount Financed of $18,338.25, a Total Payment of $28,680.48 (the total amount that would be paid after making all payments as scheduled), and a Total Sale Price of $32,480.48 (the total cost of the purchase on credit, including the down payment of $3,800.00).
  
  On 11/5/2024, *** ******* informed ACA that he had possession of the vehicle, but it still had mechanical issues.
  
  ACA does not begin recovery activity until an account is significantly past due and reasonable efforts to bring the account current have failed.
  
  *** ******* can request a short sale settlement with the dealership. ACA also has a procedure whereby the account can be settled for less than the full amount owed. *** ******* is advised to call our Customer Service line at ************ to discuss a short sale settlement or settlement of the account balance for less than the full amount due.
  
  Currently, the account is 79 days past due for $2,029.04. The past due amount includes three monthly payments of $597.51 and $239.00 in late fees. We encourage *** ******* to
  call ACA at ************ to arrange to bring the account current.
  
  As stated in our mission and values, ACA prioritizes a positive customer experience. If *** ******* has any questions, he may contact the Customer Experience Team at ************ ** *******************************
  
  Keith K.
  Customer Experience Manager 

  

  Business Response

  Date: 03/26/2025

  *** ******* agreed to the attached contract, which indicates the following: an APR of 24.00%, a Finance Charge of $10,342.23, an Amount Financed of $18,338.25, a Total Payment of $28,680.48 (the total amount that would be paid after making all payments as scheduled), and a Total Sale Price of $32,480.48 (the total cost of the purchase on credit, including the down payment of $3,800.00).
  
  ACA does not begin recovery activity until an account is significantly past due and reasonable efforts to bring the account current have failed.
  
  *** ******* can request a short sale settlement with the dealership. ACA also has a procedure whereby the account can be settled for less than the full amount owed. *** ******* is advised to call our Customer Service line at ************ to discuss a short sale settlement or settlement of the account balance for less than the full amount due.
  
  Currently, the account is 79 days past due for $2,029.04. The past due amount includes three monthly payments of $597.51 and $239.00 in late fees. We encourage *** ******* to
  call ACA at ************ to arrange to bring the account current.

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:03/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 5th my vehicle was repossesed i was sixty days past due. My next car payment was due on february 16. I called reinstatement department and they provided me an amount of money around $1900 in a invoice to reinstate and pay all fees and become current. It was disclosed to me that the car lot could charge me additional fees. Feb 7 i call the reinstatement department again to confirm if my husband was able to pick up the vehicle. I was then told the amount of money that I owed was now up 2018 dollars. When I asked what the additional fee was, I was told it was because of the state that I live in. I was told I would receive an invoice invoice showed nothing distinguishing what the additional fee was just another amount in the fees line added to total. Needing my vehicle I paid the 2018. This was to reinstate my vehicle pay any fees owed and any past due payments. I then had to pay the car/tow 200 for them to release the vehicle for storage and tow fee. After getting the vehicle pulled back, I did log in to the pay portal and it showed that I owed 0 and I was current my next payment was due. Today I am late on my february payment but went in to pay it and see that I have another hundred and seventy six dollars added in fees to my account. I checked the history of transactions. And it shows the 2018 dollar payment that I made was reversed, applied six hundred some to fees and the rest to the payments. I understand if there is a fee due to the late february payment, which should only be twenty five dollars. However it shows 176. When I called american credit acceptance, I was told they couldn't tell me what the fee was because the reinstatement department was closed shortly after being put on hold, I was told that the fee was for a flatbed fee and that it did show in the invoice I was provided. However, if it was in the invoice, then it would have been included in the original amount of 2018. I also paid the tow company the fee. They are predatory lenders.

  

  Business Response

  Date: 03/18/2025

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ****** ********* with the BBB case number ********* 
  
  An investigation of the customer’s account determined *** ****** ******** ********* signed a Retail Installment Contract on 5/2/2021 with LHM Chrysler Jeep Dodge Ram to purchase a 2017 Chevrolet Equinox.  The contract was assigned to ACA.   
  
  ACA takes all customer complaints seriously and values its customers’ business. Accordingly, we have thoroughly reviewed *** *********** complaint and ACA account.
  
  The vehicle was repossessed on February 5, 2025, at 82 days past due. The total amount owing is $1618.32.
  
  *** ********* was informed that additional fees could be associated with the reinstatement process. This information was provided to her when the reinstatement disclosure was read or played for her.
  
  On February 6, 2025, *** ********* received a reinstatement letter advising her to pay $2,017.92 to redeem the vehicle (see attached).
  
  On February 7, 2025, *** ********* processed a payment of $2,017.92 via debit card.
  
  After *** ********* processed the payment on February 7, 2025, a flatbed fee of $161.25 was applied to the account.
  
  Currently, the account is 30 days past due for $1,225.13. The past due amount includes two regular monthly payments of $524.44, $15.00 in late fees for February, and $161.25.00 for a flatbed fee.  We encourage *** ********* to call ACA at 866-544-3430 to arrange to bring the account current.
  
  As stated in our mission and values, ACA prioritizes a positive customer experience. If *** ********* has any questions, she may contact the Customer Experience Team at ************ ** *******************************
  
  Keith K.
  Customer Experience Manager