ComplaintsforAmerican Credit Acceptance, LLC

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My vehicle was damaged in a hail storm. Incident date 5/30/24. Check cashed by ACA 6/27/24. Car repairs completed 7/3/24. First, the insurance issued the check in our name and the lienholder name. ACA cashed the insurance check but did not credit to my account. I literally called every day. That was resolved. Now they have failed to issue payment to the body shop. The body shop will not release vehicle until payment is received. ACA states the check was mailed on Wednesday July 24, 2024, and should take 7-10 days to reach recipient. The body shop has not received payment. I have called 10 times trying to get ACA to review tracking information or provide me with the information. However when I call it sends me automatically to voicemail. I called from an unknown number and was able to talk to a live person, who transferred me back to the voicemail. No one has returned my calls. I need the check released to the body shop, storage fees paid, my account credited for the loss usage of my vehicle, and reimbursement for additional car rental days.

  

  Business response

  08/26/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ***** ******* with the BBB case number *********
  
  ACA has reached out by phone and have been unable to speak with *** ******** An investigation of the customer’s account determined ******** ******* ******* and ***** ******* ******* signed a Retail Installment Contract on 9/15/2023 with ******, for the purchase of a 2019 Ford F150.  The contract was assigned to ACA.   
  
  ACA apologizes for any confusion this situation has caused.
  
  There was a delay in speaking with the repair shop to confirm the completion of the vehicle. ACA confirmed the repairs were completed on 7/20/2024.
  
  The insurance check was sent on 8/14/2024 via ***** to ****** ****** ***** * ***** ***** ** ****, Hempstead, TX 77445 once the repairs were confirmed to have been completed.  The ***** package was delivered on 8/16/2024.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ******* has any questions; she may contact Karen R. at ************ ** *******************************
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  American Credit Acceptance financed a truck I purchased. Then when I found out they put all my payments I paid them plus my down payment back on top of the loan I told them to take the truck and refund my money. They refused to do any of this. They ended up closing the account and charged it off as a natural disaster. But now they are contacting me again saying I need to pay them more money after I had told them to take the truck back and refund my money. They have not contacted me for over a year and a half and now they are back at it again. This issue need resolved and dealt with after they were told point blank to get the truck and refund the money. Like I said they refused any of this and wrote it off as a loss. So they don't need to be harassing me anymore. I've filed one other complaint against then and now this one and they keep going. They are rude and very unprofessional and when you talk to them they are racist and very condescending to their customers

  

  Business response

  08/28/2024

  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 10/08/2022 with ******* for the purchase of a 2017 GMC Sierra 1500. The contract was assigned to ACA.   
  
  The Contract calls for a payment schedule of 72 payments of 928.47 due monthly beginning November22,2022.  *** **** has made an equivalent of (4) monthly payments. (See Customer Transaction History, attached).  ACA received a partial payment 5/12/2023 in the amount of $310.00.  This payment was applied to his February 2023 payment.  The last time ACA spoke with *** **** was 8/26/2023, he asked ACA to pick up the vehicle, but we were unable to locate it at the address provided.
  
  The customer’s account charged off 9/29/2023 after reaching 120 days past due for payment default.  *** **** is still responsible for the remaining balance.   
  
  ACA has no call record of anyone being rude or unprofessional.  
  
  We encourage *** **** contact ************ and provide an up-to date address to have the vehicle retrieved.    
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** **** has any questions, he may contact Karen R. at ************ ** *******************************
  Keith K.
  Customer Experience Manager
  
  

  Customer response

  08/28/2024

  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,
  ******* ****
  

  Customer response

  08/29/2024

  All those payment were added on top of the original sale price of the truck. The truck was on 32600 and they say the balance is over 36000. They in turn added all payments to the sale price including the 1500 down payment. And when I told them to pick up the truck they never did in over 8 months or so. When they said they tried to retrieve the truck they said I lived in a gated community which is totally false. And when I talked to the customer service rep I ask where the repo company was coming from and they said " in the u.s. " they wouldn't give a direct answer  and when I called the repo company they were out of Michigan and said they tried numerous times to get the truck and it was in a gated community. They have my address and always have so they never made any attempts to get the truck. So they are at fault for not doing what they said and we're making false statements about the truck.

  

  Business response

  09/05/2024

  *** **** agreed to the attached Contract indicating the following: an Annual Percentage Rate (APR) of 27.00% a Finance Charge of $34,265.41, an Amount Financed of $32,584.43, a Total of Payments of $66,849.84 (the total amount the customer would have paid after making all payments as scheduled) and a Total Sale Price of $ 68,349.84  (the total cost of the purchase on credit, including the down payment of $1,500.00). 
  
  The Contract calls for a payment schedule of seventy-two payments of 928.47 due monthly beginning November 22,2022.  *** **** has made an equivalent of (4) monthly payments. (See Customer Transaction History, attached). ACA received a partial payment 5/12/2023 in the amount of $310.00. This $310.00 payment was applied to his February 2023 payment. The last time ACA spoke with *** **** was 8/26/2023, he asked ACA to pick up the vehicle, but we were unable to locate it at the address provided.
  
  The customer’s account charged off 9/29/2023 after reaching 120 days past due for payment default. *** **** is still responsible for the remaining balance.   
  
  We encourage *** **** contact ************ and provide an up-to date address to have the vehicle retrieved.    
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Keep being charged late fees and I made arrangements to pay they automatically took the payment out and my bill saying $417 late fee

  

  Business response

  08/23/2024

  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 **** **** Island signed a Retail Installment Contract on 7/29/2019 with ******* for the purchase of a 2017 Hyundai Sonata.  The contract was assigned to ACA.   
  
  ACA does not have a grace period. A payment not satisfied in full on the due date is considered late.
  
  The customer does have 10 days before a late fee is assessed for 5% of the payment amount due.
  
  Currently the account is due for $417.76 in late fees.  
  
  If the customer wants to cover the fees when making the payment the customer must call in and speak with a representative at *************
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ****** has any questions, she may contact Karen R. at ************ ** *******************************
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company trying to steal money and my car Payment records show they are harrasing me and trying to steal more money than I owe them every month Assigning my car for repossession every 72 hours even after taking my money and ACCEPTING scheduled payment I have one scheduled for Saturday August 17, for more than a single monthly payment and they assigned it for repo today to extort another $73 from me which is the SECOND TIME THIS WEEK as shown by supporting emails and time stamps

  

  Business response

  08/27/2024

  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 2/16/2019 with ******, for the purchase of a 2015 Chrysler 300.  The contract was assigned to ACA.  
  
  ACA has no record of processing more than what the customer scheduled to pay in Speed pay, ACA’s third-party vendor.   Currently *** ******** is due $2988.31 for 6/16/2024, and his regular payment of $667.07 for July, August, and September 16th.   Plus $285.00 in late and $75.00 in NSF fees.  Due to the status of the account, non-payment can result in the account being assigned for repossession. 
  
  Currently the account is 72 days past due, ACA encourages *** ******** to contact ************ to make arrangements to bring the account current.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ******** ******* has any questions, he may contact Karen R. at ************ ** *******************************
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  5/10/24 Received a letter stating they were denying me for credit and reporting to credit bureau but I did not apply for credit.

  

  Business response

  08/21/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ***** ******* with the BBB case number 22119837.
  
  ACA’s records indicate that an application for credit for *** ***** ******* was submitted to ACA by **** ****** ****** of Jasper in Jasper, AL on 5/10/2024. The application for credit was denied.   
  
  As a onetime courtesy ACA is willing to delete the inquiry.  The contract was not purchased from **** ****** ****** of Jasper nor does *** ******* have an account with ACA.    
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ******* has any questions; she may contact Karen R. at ************ ** *******************************
  
  Keith K.
  Customer Experience Manager 

  Customer response

  08/22/2024

  [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. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  08/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a car from American credit acceptance and have been paying for 2 plus years on my car and the balance is the same they also raised the interest rate on my loan without notifying me I would like to get some type of resolution regarding my case

  

  Business response

  08/20/2024

  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 *** ******* **** **** **** with signed a Retail Installment Contract on 3/16/2022 with ******* for the purchase of a 2017 Lexus NX.  The contract was assigned to ACA.   
  
  ACA would like the opportunity to explain simple interest to the customer.  The customer agreed to the attached Contract indicating the following: Annual Percentage Rate (APR) of 26.66%, Finance Charge of $34,712.61, Amount Financed of $33,608.91, a Total of Payments of $68,321.52 (the total amount that the customer will have paid after making all payments as scheduled) and a Total Sale Price of $74,521.52 (the total cost of her purchase on credit), plus her down payment of $6,200.
  
  Interest accrues daily and is based on current principal balance and the contractual annual percentage rate (APR) of 26.66%. The APR has been the same throughout the duration of the loan.
   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 *** **** made a payment, ACA applied the payment to the accrued interest first, then principal. Interest accrues daily and is based on the current principal balance, the APR of 26.66% and the number of days over which interest has accrued. The principal balance is highest at the beginning of the loan, so more of the payment is taken up by interest early in the loan.  Paying late (after the due date) caused additional accrued interest and more of each payment to be taken up by interest and late fees and not available to apply to principal.  An explanatory document entitled “Simple Interest FAQ” is attached which will further explain how simple interest works.
  
  In addition, as stated in Simple Interest FAQ; to reduce interest costs and help reduce principal balance, the customer may desire to make lump sum payments (in addition to her monthly payments).  Any payment overage will automatically apply to principal once the accrued interest and any 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) principal balance will be reduced and less of each payment will apply to interest and more to principal.
  
  If a customer pays strictly according to the payment schedule, some of every payment (except the first payment) will be available to apply to principal, after accrued interest is paid. However, if a payment is one, two, or more days late, additional interest has accrued, causing more of the next payment to apply to interest and less or none to be available to pay down principal.
  
  The account is paid in full and has a zero balance.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** **** has any questions, she may contact Karen R. at ************ **  *******************************
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I financed a vehicle with American Credit Acceptance in July of 2022 for approx. $22,000. I’ve been paying for 2 years (565.00/month) and my payoff as of today was still 19,111.00. I tried to trade the vehicle in today and American Credit Acceptance has reported the car was a loss due to “natural disasters” and I’ve still been making monthly payments and never been late. I believe this is predatory lending because they marked it as a loss so they could get COVID relief money. This has affected my credit and my ability to purchase another vehicle. I tried to resolve with American Credit Acceptance and didn’t get anywhere. I’d like for them to come get the vehicle because of this.

  

  Business response

  08/21/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ******* ***** with the BBB case number ******** *
  
  ACA has reached out by phone and have been unable to speak with *** ******  An investigation of the customer’s account determined *** ******* ***** signed a Retail Installment Contract on 7/19/2022 with ******, for the purchase of a 2014 BMW 3 Series. The contract was assigned to ACA.  
  
  The customer agreed to the  attached “Contract” indicating the following: Annual Percentage Rate (APR) of 21%, Finance Charge of $18,009.80, Amount Financed of $23,028.76, a Total of Payments of $41,038.56 (the total amount that the customer would have paid after making all payments as scheduled), and a Total Sale Price of $41,538.56, (the total cost of the purchase on credit, including the down payment of $500.00).
  
  The Contract calls for a payment schedule of 72 payments of 569.98 due monthly beginning September 2,2022.
  
  Interest accrues daily and is based on current principal balance and the contractual annual percentage rate (APR) of 21 % 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 principal. Interest accrues daily and is based on the current principal balance, the APR of 21 % the number of days over which interest has accrued. The principal balance is highest at the beginning of the loan, so more of the payment is taken up by interest early in the loan.  The customer has made the equivalent of (24) twenty -four monthly payments on her Contract which has a term of 72 months.  Paying late (after the due date) cause additional accrued interest and more of each payment to be taken up by interest and late fees and not available to apply to principal.  An explanatory document entitled “Simple Interest FAQ” is attached which will further explain how simple interest works.
  
  In addition, as stated in Simple Interest FAQ, to reduce interest costs and help reduce principal balance, the customer may desire to make lump sum payments (in addition to her monthly payments).  Any payment overage will automatically apply to principal once the accrued interest and any 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) principal balance will be reduced and less of each payment will apply to interest and more to principal.
  If a customer pays strictly according to the payment schedule, some of every payment (except the first payment) will be available to apply to principal, after accrued interest is paid. However, if a payment is one, two, or more days late, additional interest has accrued, causing more of the next payment to apply to interest and less or none to be available to pay down principal.
  
  With respect to *** ******* allegations regarding predatory lending.  ACA takes any allegations of predatory lending practices very seriously, as such practices run starkly in contrast to our lending culture and philosophies.
  
  ACA strenuously denies any predatory lending practices. Rather, ACA is committed to treating our customers with dignity and respect and is dedicated to helping customers purchase affordable and reliable transportation.
  
  ACA submitted a manual update to all three credit reporting agencies to remove the “Natural or Declared Disaster” Code AW.
  
  If *** ***** is still interested in voluntary surrendering his vehicle.  We encourage him to contact customer service at contact *************

  A positive customer experience is a top priority for ACA, as stated in our mission and values.  If *** ***** has any questions, he may contact Karen R. at ************ ** ******************************
  Keith K.
  Customer Experience Manager 

   

   

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against by the title hold American credit acceptance regarding The handling of my LIEN, Formally known as **** ******* motor sales. I originally had a lien on my vehicle 2013 Toyota Prius vin number: *****************, Held by **** ******* motor sales Of Cedar Park, Texas. I have been informed that this LIEN was subsequently absorbed by the company American credit acceptance. Despite multiple request, American credit acceptance has refused to provide me with a letter on their company letterhead detail in the transfer of the link from **** ******* to their company. But ACA name is listed as the lienholder at the Texas driver motor vehicle department in Austin Texas. This information is crucial for me to clear the lien and the sale of my vehicle, In which I have requested a letter stating the absorption of **** ******* motor sales BY American credit acceptance. Since **** ******* motor sales is unresponsive due to the absorption of their company and permanently closing I have reached out to American credit acceptance regarding the lien transfer bill of sale and no interest in my vehicle, 2013 Toyota Prius Vin number located above. The American credit acceptance company actions has constitute a breach of good business practices and consumer protection laws. requesting the Better Business Bureau to investigate this matter to take appropriate action if needed. I am also seeking assistance in attaining the necessary documentation to clear the lien on my vehicle and to clear my name with the department of motor vehicles of Texas located in Austin Texas. I emailed American credit *******************************, Which was given to me by their sales and title department. I have been calling for 5 DAYS, trying to resolve the matter into only receive a letter of no interest in my vehicle information located in this complaint. Thank you for your attention to this matter, I look forward to your prompt response. *******************

  

  Business response

  08/15/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ********* ***** with the BBB case number *********
  
  ACA’s titles department has confirmed we are not the lien holders for *** ******* vehicle.
  
  The lien holder of the vehicle is **** ******* Motor Sales LP as 6/4/2021. (See attached document)
  
  If *** ***** has any other supporting documentation showing ACA is a lien holder, we would like to review those documents.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ***** has any questions; she may contact Karen R. at ************ ** *******************************
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm filing a complaint because ACA refuses to release a 'Letter of Guarantee' to my primary auto insurance **** My ACA account # is ************   Total Loss work flow was opened 7-9-2024, on an accident that occurred on 7-1-2024. I have primary and GAP insurance. ACA refuses to release a "letter of Guarantee' to my insurance accepting the settlement offer of $21,044.25, with is $1,370.00 above the basic settlement for my car because it was so new and in such good condition. ACA claims that because it is lower then the purchase price of $22,998.00, they have a mandatory 10 business day review. I followed up on 7-29-2024, the due date I was provided by ACA rep Sam on 7-15-2024, where Rep, Michelle told me that the 10th day was 7-30-2024. I followed up on 8-1-2024, where an ACA rep states it was sent to a 3rd party '**** ****' for farther review, for a minimum of a week. My *** insurance adjuster, texted my 4 hours after my follow up call with ACA, asking if I could reach out to ACA to hurry along the process, because they had delayed providing the "letter of Guarantee' for a unusually long period of time. Between my follow up call when I was told about the additional 3rd party review and my auto insurance texting me, requesting I investigate the delay, I began reading the complaints on the BBB about ACA. Turns out, ACA is a predatory credit lending company, just like pay day loans are. There entire racket, it causing distress to their customers, and adding interest to the 'loan'. To be clear, I bought my car on 3-7-2024, the accident was on 7-1-2024. They refuse to release the 'Letter of Guarantee' because they do not feel they have gotten enough money out of me yet. Please force them to provide the 'Letter of Guarantee' to AAA insurance, so that I can move on to the GAP insurance claim.

  

  Business response

  08/15/2024

  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 3/7/2024 with ******* for the purchase of a 2020 Chevrolet Equinox.  The contract was assigned to ACA.   
  
  On 7/9/2024 *** ****** provided the insurance claim information deeming the vehicle a total loss.  On 7/11/2024 *** ****** was provided with ACA’s email address to send the police report from the accident.  On 7/15/2024 *** ****** was informed the process to complete a total loss insurance claim takes 10 business days to complete due to number of parties involved.
  
  When ACA spoke with *** ****** on 8/1/2024 she was advised the Letter of Guarantee was still under review. The Letter of Guarantee was sent on 8/2/2024.  The insurance settlement amount was $21,044.25 applied to the account on 8/8/2024. The remaining balance is $3,858.04.
  
  ACA is now waiting on the funds from the GAP claim to be applied to the account. The customer is responsible for making their full monthly payment until the account is paid in full, even while insurance proceeds, extended warrant refunds and GAP benefits are pending.  If insurance, extended warranties, GAP, and payments overpay the account, the customer will be sent a refund.    
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ****** has any questions, she may contact Karen R. at ************ ** *******************************
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've never had a contract agreement with American Credit Acceptance or signed anything to agree for them to collect debt from me.

  

  Business response

  08/15/2024

  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 4/14/2023 with ******* for the purchase of a 2013 Honda Civic.  The contract was assigned to ACA.   
  
  The customer agreed to the attached Contract indicating the following: Annual Percentage Rate (APR) of 24.10%, Finance Charge of $15,576.80, Amount Financed of $16,973.68, a Total of Payments of $32,550.48 (the total amount that the customer will have paid after making all payments as scheduled) and a Total Sale Price of $33,750.48 (the total cost of her purchase on credit, plus her down payment of $1,200.
  
  The Contract calls for a payment schedule of 72 payments of $452.09 due monthly beginning May 28,2023.  *** ********** has made (12) monthly payments. (See Customer Transaction History, attached).
  
  ACA takes allegations of identity theft very seriously.  *** ********** needs to complete the attached Identity Theft Victim’s Complaint and Affidavit (“affidavit”), as recommended at www.ftc.gov/idtheft.   We ask her to mail the completed affidavit (with her signature notarized) along with a copy of any additional filed police or law enforcement report, and a clear copy of her current driver’s license, to ACA.
  
  The phone number on the BBB complaint matches the number ACA has on file. ACA has spoken to *** ********** and sent text notifications to this number in regard to the account.
  
  Currently the account is 78 days past due for $1,424.07. The past due amount includes $67.80 in late fees. We encourage the customer to call ACA at ************ to make arrangements to bring the account current.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ********** has any questions, she may contact Karen R. at ************ ** *******************************
  Keith K.
  Customer Experience Manager 

*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. ↩