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:03/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gravity Lending allowed for companies to do multiple hard credit pulls when I was simply browsing auto refinance rates. Even after it explicitly stated on their website that looking for rates would only be a soft credit pull. I did not give them my SSN or give permission for them to give my information to these credit companies. I would like for these hard inquiries to be dealt with and removed from my credit report.

  

  Business Response

  Date: 03/13/2025

  Hi ********,
  Your application was received with permissible purpose, enabling Gravity Lending to submit it to the best possible lenders. As a courtesy, we will contact the lenders who conducted the hard inquiry on your credit report and ask them to convert these transactions to soft pulls.  Please allow some time for this process, which can take up to ten business days or longer.  There is an approval in your application, so if you're still interested in refinancing your vehicle please let us know.  We would love to help you start saving on your loan!  If you have any questions, feel free to reach out to me or any manager at ************.

  Customer Answer

  Date: 03/14/2025

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

• Initial Complaint

  Date:03/13/2025

  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 attempted to fill out the preliminary soft pole to refinance my car. Then I was notified that I had two Hard pulls on my credit report. The process was very misleading as it stated soft pull Which is why I proceeded. Now my situation is even worse off as my credit went down due to the new hard inquiries I would like these reversed

  

  Business Response

  Date: 03/13/2025

  Hi Jasmine,

  Your application was received with permissible purpose, enabling Gravity Lending to submit it to the best possible lenders. As a courtesy, we will contact the lenders who conducted the hard inquiry on your credit report and ask them to convert these transactions to soft pulls.  Please allow some time for this process, which can take up to ten business days or longer. If you have any questions, feel free to reach out to me or any manager at ************.

• Initial Complaint

  Date:03/11/2025

  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 looking for Auto Refi online and came across Gravity Lending. I filled out some information but when it came time to put in my social I skipped that part. When I had woken up there was a hard inquiry on my credit report which dropped my credit down by 9 points. I was confused because I gave my info such as my name, address, car info, but not my social. I would like this hard inquiry removed off of my credit immediately because I didnt approve anyone to run my credit and Im still wondering how they even got my social to fraudulently run it.

  

  Business Response

  Date: 03/12/2025

  Hi *******,
  
  We received your application from LendingTree with the necessary permissions, allowing us to connect you with the best possible lenders. We reviewed the conversation between you and your loan officer, who clarified the permissible purpose process and continued with your application, discussing new rates and payments while also verifying your social security number. After the call, you sent us a copy of your driver's license, which is necessary for preparing your loan documents. We want to assure you that everything is being handled transparently, as your trust is very important to us. If you have any more questions, please feel free to reach out to me or any other manager at ************.

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While browsing the rates for the lease buyout loan, I came across with Gravity Lending via **********. I did not applied for the credit but was looking for estimated rates based on the prequalified for the the loan. I applied the application to know if I am prequalified. The next thing I see now is two hard inquiries on my credit history. I definitely did not know I was actually applying for the loan. I was only giving authorize to do the soft pull, not the hard pull.

  

  Business Response

  Date: 03/06/2025

  Hello *****,

  Your application was received from Nerd Wallet with a permissible purpose, enabling Gravity Lending to submit it to the best possible lenders. As a courtesy, we will contact the lenders who conducted the hard inquiry on your credit report and ask them to convert these transactions to soft pulls.  Please allow some time for this process, which can take up to ten business days or longer. If you have any questions, feel free to reach out to me or any manager at ************.. --- ******** ******

  Customer Answer

  Date: 03/07/2025

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

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sent me a letter about refinancing my vehicle and said it wouldnt affect my credit score for inquiring it would be a soft pull but it wasnt a soft pull affected my credit score greatly I didnt sign anything or give them any information to allow them to do so

  

  Business Response

  Date: 02/27/2025

  Hi *****, 
  We understand that our application process may have led to some confusion, and we sincerely apologize for that. The online credit application you submitted does indicate that a credit inquiry is included in the process. Since you have received approval for your application, we are here to assist you with refinancing if you still wish to proceed and start saving money.

• Initial Complaint

  Date:02/10/2025

  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.

  When I orginally filled out the application, it says that know within minutes if you are prequalified for the refinance. They say you agreed permissible rights, yes I did agree for the soft check that they advertised to kno if you are prequalified. The next thing I see now is hard inquiry on my credit history. Which I definitely didn't agree for. The agent who called on Feb 7, 2025 asked couple for questions before sharing the rates. But never mentioned that it will be hard pull. Need this corrected. As I didn't agree to two hard pull inquiry on my credit history.

  

  Business Response

  Date: 02/11/2025

  Hi *******,

  The checkbox at the end of the application was checked, which gave us permissible purpose to run your credit.  We received your application from IP address:  *************  MacOS | Chrome.  Your refinance application was approved by a lender in our network.  I understand you no longer wish to proceed, but if you're still intersted in moving forward with the refinance process, please reach out to us at **************.
  

  Customer Answer

  Date: 02/12/2025

  Complaint: 22920749
  
  I am rejecting this response because: You advertised it as get to know if you are prequalified. Plus, when you try to submit application, the checkbox is compulsory field. Which contradicts with what I was told from one of your managers when raised the concern. They said its optional field. Secondly, The agent on call directly offered rate after asking few additional questions, never told me she was going to hard pull the credit history. Attached are the screenshot for your reference. This is definitely misleading. I understand you need to pull record which I expected it to be soft check for offering rates, not for hard pull. Your application does not say its going to be a hard pull. You may obtain credit history but for prequalifying it. Not for Hard check. The standard practice is you get preliminary rates based on soft check which is subject to change based on final approval to proceed based on hard pull history.
  
  All I need is this to be reversed to soft pull history as you are misleading the customers to believe you are prequalifying them for refinance.
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 02/21/2025

  Hi *******,

  We are contacting the lenders who conducted hard inquiries on your credit file and have asked them to reverse these hard pulls. Please allow some time for their replies. As always, feel free to reach out to me or any manager if you have any questions.  -- ******** ****** ************

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do need a confirmation from the business once the lenders have agreed to reverse it to soft pull.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gravity Lending advertised a pre-approval process for a car refinancing loan without an impact to my credit report. Their website states they will perform a soft pull and after that has been evaluated, and the proposed terms have been discussed and agreed to by myself, a lender will then perform a hard pull. Despite this false advertising and promise of only a soft pull, I immediately received a notification from ********************* that my credit had been run and a hard inquiry had been performed. Shortly after this I got an email from a loan officer saying I had been approved for a loan. I spoke with the loan officer assigned to me after this happened and he stated that this is "part of their process" and that I consented to the hard pull by checking the box on the consent form. The 3rd bullet on the consent form the states as follows.."You authorize Gravity Lending to obtain such information solely to conduct a pre-qualification for credit." This is indicating that by checking the box and clicking submit, Gravity Lending is going to review my information for pre-qualification of credit. It does NOT state this information will be used for preapproval.

  

  Business Response

  Date: 12/20/2024

  Hi *******,

  The application was submitted from the ** address ************* using the Linux | Chrome browser, and the checkbox at the end of the application was marked, granting us permission for a permissible purpose. As a courtesy, we have emailed ********************* to request the reversal of the hard inquiry on your credit, and we expect to receive a response from them next week, at which point we will provide you with an update. We apologize for any confusion that may have occurred during the application process. If you are still interested in proceeding with the refinance, please contact us at **************.

  Customer Answer

  Date: 12/29/2024

  Complaint: 22699006
  
  I am rejecting this response because:
  Rejecting this response until the hard credit inquiry is reverse. 
  Regards,
  
  ******* ******

  

  Business Response

  Date: 01/09/2025

  Hi *******,

  We received confirmation on January 8, 2025, from the Director of Indirect Lending at ***************** regarding the removal of the hard inquiry.  We were advised that the inquiry has been removed.  Please allow up to two weeks for this update to appear on your credit reports. If you have any questions, feel free to reach out to me or a manager at ************. -- ******** ******.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Misleading ************* Experience I had a disappointing experience with Gravity Lending regarding the ************* policy I purchased through them during the refinancing of my vehicle loan. My vehicle has a rebuilt titlea fact that was evident from the *** and known to them at the time of refinancing. Despite this, I was sold a *** policy that excluded coverage for vehicles with rebuilt titles.After a total loss, my *** claim was denied, leaving me responsible for the remaining balance of my loan. It was only after the denial that I was refunded the cost of the *** policy, but this doesnt resolve the financial burden caused by their failure to ensure the policy was appropriate for my situation.I trusted Gravity Lending to provide clear and accurate information when refinancing my loan. Instead, I feel misled and let down. I cannot recommend their services to others unless they improve their transparency and due diligence when offering financial products.

  

  Business Response

  Date: 12/05/2024

  Hi Keitron,

  We completely understand your disappointment regarding the inability to utilize the *** policy as you expected. Our Director of Sales, ******** ******, has carefully reviewed your closing call, where you indicated that your vehicle was not reconditioned. Had you confirmed that it was, the loan officer would not have presented the *** policy to you. I have included a copy of the *** contract you signed, with the relevant disclaimer highlighted, which states that a rebuilt title would void the *** contract. I sincerely apologize for any misunderstanding this may have caused. If you have any more questions, please feel free to contact ******** ****** or any other manager at ************.
   

• Initial Complaint

  Date:10/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Gravity Lending to browse rates and terms for an auto refinance I was looking to potentially do. Gravity Lending stated that the information I provided was for a pre-qualification and would NOT impact my credit score. Their website states they will perform a soft pull and after that has been evaluated, and the proposed terms have been discussed and agreed to by myself, a lender will then perform a hard pull. Despite this false advertising and promise of only a soft pull, I immediately received a notification from *********** that my credit had been run and a hard inquiry had been performed. Gravity Lending lies on their website and provides COMPLETELY false advertisement. I attempted to contact the credit union gravity lending gave my information to who then pulled my credit, causing a hard inquiry. However, they were unwilling to help remove and/or dispute the credit pull inadvertently done by their institution WITHOUT my consent. I did not enter my Social Security number on gravity lendings website, how can they pull my credit with just some basic information? Would that not mean anyone could enter anyones information if they had their address, name, etc. and gravity lending would permit their credit to be run? This is unbelievable and misguiding and I want this inquiry removed from my credit report. I am prepared to report this to the **** if not resolved by gravity lending ASAP.

  

  Business Response

  Date: 11/01/2024

  Hi ******,
  
  We truly understand your frustration and we genuinely appreciate you bringing your concerns to our attention. While we followed all proper procedures,your experience is important to us, and we want to ensure you feel heard and valued.  When we received your application from our landing page, it had the following information:
  
  "channel_code":"LP",
  "source_code":"GRAVLEND",
  "client_data_origination_ip":"**************",
  "client_data_browser_fingerprint":"Windows | Mozilla Firefox",
  "applicant_pp":"true",
  "applicant_first_name":"******",
  "applicant_last_name":"*******"
  
  The checkbox at the end of the application was checked, which gave us permissible purpose to run your credit. Your refinance application was approved by a lender in our network. If you're still intersted in moving forward with the refinance process, please reach out to us at **************.

  Customer Answer

  Date: 11/01/2024

  Complaint: 22484754
  
  I am rejecting this response because:

  
  The 3rd bullet in the information required to be acknowledged prior to checking the box at the end states as follows.. 

  "You authorize Gravity Lending to obtain such information solely to conduct a pre-qualification for credit." 

  This is indicating that by checking the box and clicking submit,Gravity Lending is going to review my information for pre-qualification of credit. It does NOT state this information will be used for preapproval. 

   

  Per Gravity Lending's homepage, the following information is provided defining a prequalification vs. a preapproval...

  "Pre-qualifying will not impact your credit score. Gravity Lending uses a "soft pull" - we get your credit information, but it doesn't affect your credit score, and it doesn't appear as an inquiry on your bureau."

  "Prequalifying for an auto loan is a low-risk way to determine what type of loan you can get. When you prequalify, a lender does a so-called soft pull on your credit so that it can give you a rough estimate of the types of rates you might qualify for when getting an auto loan."

  "It is important to note that prequalifying for an auto loan refinance is not the same as being preapproved for a loan."
  
  "Preapproval gives you a much more accurate and definite picture of what type of loan you can expect. So, why prequalify at all? The most significant advantage of prequalifying is that it will not hurt your credit score because the lender uses a soft pull to get you information. By contrast, a hard pull is used in preapproval, which will likely cause your score to dip." 

   

  The personal information I provided and the box checked was for PREQUALIFICATION of credit. Based on the above quoted information from Gravity Lending's website, my credit should NOT have had a "hard pull"conducted and I did NOT authorize my credit to be pulled. I have included images from Gravity Lending's website confirming everything referenced and quoted above. Once again, I am requesting this inquiry be removed from my credit report. If it is not removed, I will be taking further action with the Consumer Financial Protection Bureau. 

  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 11/14/2024

  Hi ******,

  After speaking to our lender and explaining the situation to them, they have agreed to reverse the hard inquiry and turn it into a soft inquiry.  Please allow some time to see this change reflect on your credit file.  Do not hesitate to contact us at ************ with any questions.  Thank you.

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Accessed credit report with a hard inquiry without permission.

  

  Business Response

  Date: 10/04/2024

  Hi *****,

  We received your application from our landing page with the following information:

  Thu Sep 19 22:12:56 MDT 2024
  "client_data_origination_ip":"*************"
  "client_data_browser_fingerprint":"MacOS | Safari"
  "applicant_pp":"true"
  "applicant_first_name":"*****"
  "applicant_last_name":"********"

  The checkbox at the end of the application was checked, which gave us permissible purpose to run your credit.  Your refinance application was approved by a lender in our network.  If you're still intersted in moving forward with the refinance process, please reach out to us at **************.

   

  Customer Answer

  Date: 10/04/2024

  Complaint: 22378838
  
  I am rejecting this response because:

  I did not agree to a hard credit inquiry. 
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 10/09/2024

  Hi *****, 
  One of the bullet points on the submission page of your application reads "You understand and agree that you are providing written consent to Gravity Lending and/or our trusted partners, under the Fair Credit Reporting Act (FCRA) to access information from your personal credit profile or other information from one or more consumer reporting agencies such as *******, ********** and Experian. You authorize Gravity Lending to obtain such information solely to conduct a pre-qualification for credit."  By checking the last box before submitting the application, you granted Gravity Lending and our partners permission to access your credit profile.  I've included an image of the submission page for reference.  Please do not hesitate to call ************** and speak to a manager at any time.