ComplaintsforSunrise Acceptance, Inc.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I financed a car through sunrise acceptance over a year ago through easy auto! I have automatic payments of 150.10 a week come out of my check! Today they took 2 payments in total of 300.20 cents they took out 2 payments in a week

  

  Business response

  05/28/2024

  The Cleveland, TN area experienced severe storms the night before this happened. The customer is correct in as part of restoring / rebooting our computer servers, and unknown and unintentional to us; our servers did, by accident, pull two payments from certain customers who were scheduled for automatic payment that next morning. Upon becoming aware, we immediately reversed all duplicate payments, which is the desired resolution from this customer. We have not had a situation like that before, and we are truly sorry for this mistake; and we are doing everything we feasibly can to make sure this doesn’t happen again. We thank this customer for being a good customer and we hope our quick response will be satisfactory in this unusual situation. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has been jerking me around for months over a simple adjustment in our payment schedule. I had a job change and requested to adjust my payment date to match my new income date. I sent all the necessary forms and paystubs. I made one weeks worth of payment on the initial adjustment. The following week I made a full two weeks worth of payment and was told it was all set up to roll automatically that way. Flash forward a week later I start getting calls, texts regarding past due account. Called. Went the THE SAME PROCESS AGAIN. Here we are another two weeks later… same thing. They have failed now 3 times in making the adjustment… stating that I am behind on my payments. I have tried to work with them and they are not interested in resolving this issue apparently.

  

  Business response

  04/21/2024

  Thank you for the opportunity to respond. We have been in business since 1998 and we value every one of our customers. We had the opportunity to speak with the customer as soon as we heard about this complaint. We apologized for this process not being smooth, and we assured them we were committed to good service and resolving this issue. In addition, we are committed to their success as a customer. We also let them know how much we appreciate their business.  The customer seemed to understand, and we believe we will be able to work well with them going forward. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is terrible to work with. When I purchased my vehicle from **** ****. I was under the assumption it was a buy here pay here. Come to find out they also own sunrise acceptance. That was who I paid my payments to. I was also told that after I had paid on my car for a year I would be able to trade in. That was incorrect. I finally told sunrise to come pick the vehicle up because I could no longer afford a $700 a month car payment on a 2011 mustang. My fault for buying from them. But I had recently gotten a divorce and my credit was not the best. So I had to do what I could to have a vehicle to get around in. I recently pulled my credit report and they have listed it as a repossession not a voluntary repossession. They are also trying to charge me the repo fee. I understand that, but why didn't they just have the tow company that they use for all their tows between lots to come pick it up. The same one they used to bring me the car when I purchased it.

  

  Business response

  03/26/2024

  We contacted Ms. ******** to discuss her concerns. Customer service is very important to us. We explained that Sunrise Acceptance does not have any tow trucks. We use third party companies that are bonded and insured, and we only pass along the cost that they charge us for the tow. Regarding the other matters, we were able to find a resolution that is agreeable to both parties. We wish Ms. ******** the best in her future endeavors. 

  Customer response

  03/27/2024

  
  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

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally got a van from **** **** in Rome. A few days after having it the brakes went out on me while driving. They let me exchange the vehicle. Then I get a Buick enclave. Not even a month into having it the catalytic converter went out, then a little while after that the transmission went out. Now the engine light is saying fuel pump is going bad so it will have to go back to the shop once again. For the amount I’m paying I’d hope to have a reliable vehicle as I’m a single mother of 3 kids and need a reliable means of transportation.

  Customer response

  02/02/2024

  I’d like them to either give me a replacement or fix the vehicle. I know the car isn’t worth nearly what I’m paying for it. And for it to have been in the shop twice already and going on a 3rd time is a little ridiculous. 

  

  Business response

  02/12/2024

  Thank you for the opportunity to respond. We have been in business since 1998 and we value every one of our customers.
  
  We are sorry this customer is having mechanical issues with her car. We do our best to only finance reliable vehicles; however, used vehicles are susceptible to mechanical problems. We are in the process of assisting the customer with the mechanical issues the best we can. We were able to find a mutually agreeable solution to work with the customer and we will continue to work with the customer on the vehicle and on her account. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was having a hard time in life when I got 1,400 behind on my car payments I got past all my hard times an ready to catch back up on my payments when I went to pay on it it's saying no account located do I have to call an talk to someone about catching up on payments or does this mean its to late to catch up. They ain't repossed my car yet so I didn't think it was to late to catch back up.

  

  Business response

  10/11/2023

  We appreciate customers who will communicate regularly with us and will follow through on a plan to meet their obligations. We will always listen and strive for a good solution. Repossession is always our last resort. We have been working with this customer the last couple of days and believe we have worked out a fair solution for all involved. 

• Initial Complaint

  08/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a volunteer surrender of the vehicle back in 2019 and just recently found out that they were still reporting negatively on a closed account and I'm having trouble getting this problem resolved

  

  Business response

  08/30/2023

  We spoke with the customer and we will update the reporting to reflect as a voluntary surrender. This change may take a few weeks to be reflected. Most credit bureaus will report this information for seven years.  

• Initial Complaint

  06/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Due to constant miscommunication I am making this report. I have tried to explain multiple times that I did speak to someone about not only me having to move which was an EMERGENCY EVACUATION, but ALSO my condition and me being off work due to Lupus Flare. I have no reason to lie, or to continue to be told over and over that I did not tell anyone because, I DID. I no longer wish to speak on the phone for this very reason, as I do not trust anything other than an email at this point. I have been given information that I was not aware of as well as gave information that Sunrise Acceptance was not aware of before trade of vehicles had been made. If Easy Auto or Sunrise Acceptance did not see me as financially able to make payments on Lincoln, I should've been made aware of this so that I could make the decision. I was not given that right as a customer. Also, I was not made aware that there is no grace period on the first payment on vehicle. I spoke to someone on 6-16-23 and was made aware and mailed off my payment via money order on 06-17-23 for $325.00. I also emailed copies of them. This was due to me having cash instead of all on my card. I was told that it had to be paid IN FULL so that was the only way that I could do this. If payment by money order wasn't an option I also should've been made aware. I keep receiving emails stating that I have to have payment sent in by end of day, this has been going on since the 16th of June. it is now June 21st. I am not in control of USPS or how fast they get the money orders physically to Sunrise Acceptance that's why I emailed them copies of money orders for confirmation. I feel like they are trying to BULLY me into making a payment that I've already sent to them. This is what happens when you sale a vehicle the way that they did. I will ONLY speak to them through e-mail. I DO NOT TRUST THIS COMPANY. After this payment I will only pay by debit card online, since paying by money order seems to be an issue.

  

  Business response

  07/06/2023

  We apologize to Ms. **** for any issues on communication. She is a good customer, and we appreciate her business. In looking at her account, this issue has been overcome and she is on a good track for success. If she has any future concerns, she may directly contact our Vice President Lisa B****** at ************. We hope Ms. **** is satisfied with this response.  

  Customer response

  07/06/2023

  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 20217561, and find that this resolution is satisfactory to me.
  Sincerely,
  ******** ****

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bankruptcy was filed, accepted and approved by the federal Court. Sunrise Accepted the bankruptcy payment agreement. They continue to post late payments remarks on my credit report. The office is extremely rude and has no desire to follow the law. I am asking that the late payment remarks be removed and further remarks stop, immediately! All agreed upon payments are being made weekly, per the bankruptcy agreement

  

  Business response

  03/16/2023

  Thank you for bringing this to our attention. We report to the 3 major credit bureaus monthly to update customer information. After hearing of this, we reviewed the credit bureaus reporting.  Two out of the three agencies correctly reflected the customer information we sent to them, but the 3rd reporting agency was not correctly reflecting the information we sent.  Due to this, we have sent a manual update to this reporting agency. Hopefully, they will revise their reporting in a timely manner to reflect the bankruptcy. It should be noted that any late payments before the bankruptcy filing will continue to be reported. Filing bankruptcy doesn’t change the payment history. But the bureaus should be all reporting correctly once this last agency updates for the information we resent them. 

• Initial Complaint

  12/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a truck in Chattanooga and got a loan through Sunrise Acceptance. Within the first month (purchased in June of 2022) this truck had to be put in the shop. The “fix” did not work and the truck still had the same issue after not having it for two weeks while in the shop. I had to take it back to the shop and finally got it fixed after the shop having the truck for over three weeks. A couple weeks later another issue with the truck pops up and a week later another issue. For the price I’m paying I was at least hoping for a truck I could depend on especially when I have an infant the rides in this truck. I know there are lemon laws here and I haven’t even had this truck for six months. They also do not send out any monthly statements and are reporting the wrong monthly payments to the credit bureau and that is affecting my credit negatively.

  

  Business response

  12/16/2022

  We only want to sell good quality vehicles; but it is impossible to catch everything that can go wrong with a used car.  Two of our employees have been working with this customer and we believe we will be able to come to a solution that the customer will be satisfied with. 

  Customer response

  12/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car with auto sales in Rome and they use the finance company sunrise acceptance. Now grant it I haven't been the easiest person to deal with but I've had and still have a lot going on. We made an agreement that I pay bi weekly payments without fail back in Sept. I told them that I agree to that except if I have issues with the car in which I did on the 22nd of Sept. It ran hot with me on the interstate headed to Atlanta. I had to get it towed to a shop and was without for 2 weeks or more. I have been communicated with them via text and told them that I could not call them due to the fact that I work long hours and I'm not available to call them during their business hours. They told me that I would have to call them to come to a solution. This, however, was told to me after I tried to go on the website to make a payment and it wouldn't let me on. They harass me for money and then they don't want my money when I go to pay them. Also I made 2 bi weekly payments and was told that the outstanding balance I wouldn't have to pay right now as long as I paid the bi weekly payments.

  

  Business response

  10/13/2022

  Customer satisfaction is very important to us. We contacted this customer and were able to come to a plan on getting the customer back on track and they said they were satisfied with this resolution. 

*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. ↩