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:05/02/2025

  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 or around April 15, 2025, I spoke with ****** ***** of RateGenius (Application ID: *************. During our call, I explicitly told him I could not afford another hard inquiry on my credit and that I did not want to move forward if it would negatively affect my score. Despite this clear verbal limitation, two unauthorized hard inquiries appeared on my credit report shortly after:April 16, 2025 ********************* (via Experian)April 19, 2025 Tower Federal CU (via **********)I did not consent to these inquiries. I did not submit a formal application through RateGenius, nor did I authorize my credit to be accessed by either of these ********** the time, I was in a severe financial crisis due to ongoing employment-related issues with ****** (currently the subject of an EEOC investigation). I was unemployed, surviving entirely on credit, and these unauthorized inquiries caused additional damage to my score and increased the cost of financial products I was actively pursuing to stabilize my situation.This compounded harm has led to unnecessary suffering and financial setback at a critical time.

  

  Business Response

  Date: 05/06/2025

  We appreciate the opportunity to review this customer concerns. We strive to provide full transparency regarding our process and are disappointed to see this may not have been the case for this customer. A member of our management team contacted this customer to discuss his concerns and provided a final resolution.
  
  RateGenius is a third-party broker who works with a network of lenders to find our customers the best potential offer within our network. When an application is submitted through Credit Karma, the process is automatic. Our team reviews the application and uses the data from the soft credit inquiry to determine if we have a lender in our network that may be able to assist the applicant. Once the application is matched with a lender, that financial institution conducts a hard credit inquiry to determine what they may extend.
  
  In this case, RATEGENIUS has agreed to remove one additional inquiry conducted to assist this customer with their concerns. Upon investigation, we did identify that the 2nd inquiry was made in error and addressed the issue internally. For this reason, we have requested the 2nd inquiry to be removed. No additional form of compensation will be provided, and the initial credit inquiry will stand due to the agreed upon terms and conditions. While we understand this customer concerns, this is the standard process in applying for financing.
  
  We are disappointed we are unable to assist this customer with his financial goals and have placed him on a do not contact status. Should he have any additional questions, we invite him to contact our escalations line at ************.Our hours of operation are Monday through Friday from 8 AM8 PM and Saturday from 9 AM6 PM. 

  Customer Answer

  Date: 05/07/2025

  Complaint: 23265955
  Thank you for the opportunity to respond.
  While I acknowledge RateGenius' decision to remove one unauthorized inquiry, I am rejecting this response because it fails to address the primary issue: I did not knowingly authorize or consent to a hard credit inquiry through RateGenius or its lender network.
  Their claim that the inquiry was authorized through Credit Karma is misleading. I did not apply for financing with RateGenius nor was I given notice or a clear opt-in regarding a hard credit pull. This makes both inquiries problematic under the Fair Credit Reporting Act (FCRA 604). Removing one erroneous inquiry is not sufficient to resolve the damage caused.
  Additionally, RateGenius has:
  Failed to provide written proof of my consent.
  Issued no formal apology or explanation regarding internal failures in consent verification.
  Unilaterally decided to cease communication by placing me on a "do not contact" list, despite the issue remaining unresolved.
  This is not an acceptable final resolution. I respectfully request continued investigation, and I reserve the right to pursue regulatory complaints and legal options if this matter is not fairly addressed.
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 05/07/2025

  While we do understand the customer's concern, both Credit Karma and ******************** provide disclosure statements on the respective websites regarding the fact that continuing with the process is the submission of an application for refinance and will result in one or more credit inquiries being made. 
  
  The application did come through RateGenius' website via Credit Karma. Refinance applications cannot be submitted through the website without the customer checking a box stating "I agree" indicating that they have read and accept the terms provided, which include the acknowledgement that submitting the application will result in credit inquiries being made and that the customer accepts these inquiries. In this way, both Credit Karma and RateGenius are doing all we can to be transparent and informative in compliance with the Fair Credit Reporting Act (FCRA 604) while assisting with customers' auto financing needs.
  
  For these reasons, we are unable to remove the initial inquiry as we did receive the application with authorization to pull credit per the customer's submission. Being that the customer has communicated that they will not be satisfied without the initial credit inquiry being removed, we are unable to fully satisfy the customer. As such, we have done all we can to assist the customer and provide resolution to their complaint and are therefore considering this matter closed.

  Customer Answer

  Date: 05/08/2025

  Complaint: 23265955
  
  I acknowledge RateGenius' repeated responses but must again reject their resolution for the following reasons:
  
  -No Signed Consent Was Ever Provided
  I never submitted a formal application through RateGenius. I spoke with ****** ***** directly and explicitly statedon or around April 15, 2025that I could not afford a hard inquiry and would not proceed under any terms that would impact my credit. Despite this, two hard inquiries appeared shortly after:
  April 16 ********************* (Experian)
  April 19 Tower FCU (**********)
  At no point did I authorize or knowingly initiate a hard inquiry via RateGenius or its lender network.
  
  - Misuse of Third-Party Platform (Credit Karma)
  RateGenius continues to cite Credit Karmas general disclosures as evidence of authorization. However, disclosures are not consent. Under FCRA 604(a)(2), only clear and informed authorization constitutes lawful access. RateGenius has produced no direct proofno signed agreement, timestamp, or authenticated submission recordthat would legitimize these hard pulls.
  
  - Admission of Fault Without Full Accountability
  While RateGenius acknowledged that one inquiry was erroneous and agreed to its removal, it has refused to address the second inquiry. No explanation has been provided for how these errors occurred, nor has any corrective plan or apology been offered. This partial concession confirms there were internal control failures, but the company refuses to take full accountability.
  
  - Retaliatory Conduct via Do-Not-Contact List
  Rather than resolve the issue, RateGenius escalated the harm by placing me on a do-not-contact list, obstructing any continued dialogue. This retaliatory action further confirms their unwillingness to engage in good faith resolution.
  
  -CLARIFICATION AND ESCALATION NOTICE
  This matter is not resolved. I am requesting that this complaint remain open and be published in full for the public record. If closed by default, I will take further action.
  To be clear, I have already filed formal complaints with:
  ************************************ (****)
  ************************ (***)
  New Jersey Division of Consumer Affairs
  If this remains unresolved, I am prepared to escalate further with:
  The ****************************** (RateGenius' jurisdiction)
  Civil court filings, including claims for unauthorized access, FCRA violations, reputational harm, and negligence
  Media exposure and consumer watchdog organizations
  
  This is not a miscommunicationit is a matter of unauthorized credit access, clear injury, and corporate evasion of accountability. I have provided a full, sworn, and truthful account of the facts. I request that the BBB retain this as part of the public and legal record.
  

  Respectfully,

  
  ******* *******
  May 8, 2025
  
  

• Initial Complaint

  Date:04/23/2025

  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.

  Rate Genius was supposed to find a better auto loan for me, but instead, they ran my credit without my permission and failed to contact my financial institution. **** asked me to contact them and email him the 10-day payoff, which I did, then he led me on, then ghosted me until the payoff expired. I want the inquiry removed from my credit report, and these fraudsters listed as such.

  

  Business Response

  Date: 04/30/2025

  We appreciate the opportunity to review and address this customers concerns. We strive to provide full transparency regarding our process and are disappointed to see this may not have been such at this time. A member of our management team contacted this customer by phone to discuss their concerns and provided all information requested.
  
  RATEGENIUS is a third party who works with a network of lenders to find you the best potential offer. Once an application is complete, it is sent to a lender for final approval. Lenders must conduct credit inquiries to calculate numbers according to what this customer may qualify for. This information is presented prior to applying to which the applicant must select I Agree to proceed.
  
  In this case, the customer spoke with the representative assigned to his application to discuss the terms they qualified for. The customer declined to move forward with the offer presented and requested we close the application.This customers application was submitted with full authorization to pull credit, and inquiries cannot be removed per the standard process in applying for financing.
  
  We are disappointed we were unable to meet this customers financial goals and have placed them on a do not contact status. Should this customer have additional questions, we invite them to give our escalations line a call at their convenience at **************. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday, with no hours on Sunday.

• 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.

  Complaint Against RateGenius / Tresl / The Savings Group A while back, I filed a complaint against ***** after discovering a hard inquiry on my credit report that was done without my knowledge or ********** my surprise, I recently logged into my account and noticed yet another hard inquirythis time from RateGenius. I contacted the company to ask how they obtained my information and why my credit was run.I was informed that RateGenius operates under the same parent company, The Savings Group, which also owns Tresl. However, I never gave RateGenius permission to access my personal information, nor did I provide them with sensitive data such as my Social Security Number. Despite this, they proceeded with a hard credit inquiry.When I questioned this further, I was told that they were not willing to remove the inquiry and was even advised that my only option was to contact the police. This response was unacceptable and deeply ************** is it possibleor even legalfor affiliated companies to share and use my personal information without direct authorization? Should I now expect my credit report to be pulled by other third-party companies under The Savings Group without my consent?I demand the following:Immediate removal of the unauthorized hard inquiry from RateGenius.Written confirmation that all of my personal data has been deleted from the databases of RateGenius, Tresl, and any other subsidiaries of The Savings Group.Assurance that no future credit inquiries will be made without my explicit consent.This is a serious violation of consumer trust and potentially of federal privacy laws. I expect swift action to resolve this matter.Sincerely,***** *******

  

  Business Response

  Date: 04/22/2025

  Thank you for the opportunity to review the customer's concerns. We strive to provide full transparency and are disappointed to hear this customer has not received such at this time. A member of our management team discussed this customers concerns by phone.
  
  In this case, the customer applied directly through our website. We are a third-party broker and must ultimately submit the application to our lenders for final approval. This is disclosed in the Terms and Conditions presented before the application is submitted,which the customer must check I Agree to proceed. At this time, due to the service provided and agreed-upon terms and conditions, we are unable to remove any inquiries.  
  
  To clarify this customer concerns, ******************** does not sell any customer information. Any applications were submitted by this customer with full authorization for lenders to conduct credit inquiries. While we understand this customers concerns, this is the standard process in applying for financing.
  
  We have placed this customer on a do-not-contact status and invite them to contact our escalations line with any questions at **************. Please note that our hours of operation are 7:00 am-7:00 pm MST Monday-Friday and 8:00 am-5:00 pm MST on Saturday with no hours on Sunday. 

  Customer Answer

  Date: 04/23/2025

  Complaint: 23223382
  
  I am rejecting this response because: I have never applied for anything on Rate Genius website nor I've ever visit their website. The only company I applied to is ******. How did Rate Genius got all my information? I am receiving information that my credit report will not be corrected - but somehow Tresel and Rate Genius thankfully disappeared from my hard inquiries (Thank God).

  I need confirmation that all my personal information is removed for any of your records because you buy and sell your customers information.
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 04/25/2025

  Thank you for the opportunity to review the customer's concerns. We strive to provide full transparency and are disappointed to hear this customer has not received such at this time. A member of our management team discussed this customers concerns by phone.
  
  In this case, the customer applied directly through our website. We are a third-party broker and must ultimately submit the application to our lenders for final approval. This is disclosed in the Terms and Conditions presented before the application is submitted, which the customer must check I Agree to proceed. At this time, due to the service provided and agreed-upon terms and conditions, we are unable to remove any inquiries.  
  
  To clarify this customer concerns, ******************** does not sell any customer information. Any applications were submitted by this customer with full authorization for lenders to conduct credit inquiries. While we understand this customers concerns, this is the standard process in applying for financing.
  
  We have placed this customer on a do-not-contact status and invite them to contact our escalations line with any questions at **************. Please note that our hours of operation are 7:00 am-7:00 pm MST Monday-Friday and 8:00 am-5:00 pm MST on Saturday with no hours on Sunday. 

• Initial Complaint

  Date:01/22/2025

  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.

  This company did not perform a soft inquiry first so I could review interest rates and terms first as they advertise before moving on with the application process. Instead, the performed a hard inquiry. The offer was unacceptable. Now my score has taken an unnessesary hit.

  

  Business Response

  Date: 01/27/2025

  We appreciate the opportunity to review this customers concerns. We strive to provide full transparency regarding our process and are disappointed to see this may not have been the case for this customer. A member of our management team has attempted to contact this customer to discuss his concerns, but we were unsuccessful in reaching him.
  
  RateGenius is a third-party broker who works with a network of lenders to find our customers the best potential offer within our network. When an application is submitted through Credit Karma, the process is automatic. Our team reviews the application and uses the data from the soft credit inquiry to determine if we have a lender in our network that may be able to assist the applicant. Once the application is matched with a lender, that financial institution conducts a hard credit inquiry to determine what they may extend.
  
  All prequalification estimates provided by Credit Karma are based on their limited profile information and are subject to change. This is disclosed before the applicant submits their application, to which they must select I Agree to proceed. Due to the agreed-upon terms and conditions, we are unable to remove any inquiries.
  
  We are disappointed we are unable to assist this customer with his financial goals. Should he have any additional questions, we invite him to contact our escalations line at ************. Monday through Friday from 8 AM8 PM and Saturday from 9 AM6 PM. 

  Customer Answer

  Date: 01/27/2025

  Complaint: 22841037
  
  I am rejecting this response because:
  
  Regards,
  
  ****** *******

  Customer Answer

  Date: 01/27/2025

  Complaint: 22841037
  
  I am rejecting this response because it really doesn't correct the issue. Stop offering loans at rates and terms you can not provide.
  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 01/27/2025

  While we do understand the customer's concern, there is nothing to correct by way of processes and procedures. The issue appears to be with regards to communication which we did attempt to rectify by reaching out to the customer. Unfortunately, we were only able to leave a voice message.

   

  As mentioned in our response, the rates and terms presented via Credit Karma were a pre-qualification estimate based on the customer's general information. This is not an actual "offer" and is explained on Credit Karma's and Rategenius' websites. Only once an application is submitted to a lender for an official credit inquiry can an offer be made.

   

  Again, we would be happy to help explain the process and answer any questions the customer may have regarding this. We invite the customer to contact our escalations line at ************. Otherwise, we have done all that we can do to assist this customer with this complaint and therefor consider this matter closed.

   

  Please note that our hours of operation are Monday through Friday from 8 AM8 PM and Saturday from 9 AM6 PM.

• Initial Complaint

  Date:10/21/2024

  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.

  Bait and switch. They offered me a low rate of 5.5% for auto refinance. They had complete access to my vehicle make, model, mileage. Soft estimates of my very high credit. Despite having access to my full vehicle details and credit, their 'estimate' was over *********************************************************** I called them and they refused to remove the hard credit pull. Again, a BAIT AND SWITCH COMPANY. DO NOT DO BUSINESS WITH THEM.

  

  Business Response

  Date: 10/21/2024

  Thank you for the opportunity to review and address this feedback. Our mission is to provide the best customer experience possible while assisting our customers with their auto financing needs. We are saddened to hear that this was not this customer's experience at this time.
  
  A manager has reached out to this customer by phone to explain the process and address his concerns. The customer was provided with prequalification estimates on Credit Karma based on public and limited information available, they are not guaranteed offers.Authorization to pull credit is granted when the application is submitted, to which the customer must select I Agree to proceed. Once an application is complete and an official credit inquiry is made by a lender, these estimates are recalculated according to what the lenders are able to offer.
  
  While this process has been successful in assisting many customers with their auto financing journey, there are times that we are unable to obtain an offer from a lender that best meets the customer's financial needs. We did receive an offer from a lender, however the rates and terms provided varied from the prequalification estimate provided initially. While we understand the customer's concerns, this can be the outcome when applying for an auto loan. As such, the customer has declined to move forward.
  
  We are disappointed that we were unable to assist the customer with his auto financing needs. Due to the authorization received when the application was submitted, we are unable to remove credit inquiries at this time. The customer communicated that he would remain unsatisfied unless inquiries were removed. For these reasons, we are unable to fully satisfy this customer.
  
  If the customer has any additional questions or concerns, we have requested he contact our escalations line at **************. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  Date:09/20/2024

  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.

  False advertising. I was solicited to refi my auto loan, paper mail, which says they can offer 5.36% and $278/month lower payment. I filled out preliminary online application and phoned me. Apparently the 5.35% and $278/month offer doesn't exist, never did, I sent ***resentative screen shot of offer, he said it shouldn't say that. In the meantime, they did a hard credit check on me, dinging my credit history. (My credit ***ort was even higher than they'd estimated.) Once the *** got me on the phone, he came up with other, much worse offers. They appear to be preying on those who are grasping to lower their monthly payments, or those who aren't able to discern the deal being offered.

  

  Business Response

  Date: 09/20/2024

  Our primary goal here at RATEGENIUS is to provide the best customer experience possible by assisting our customers with their auto financing needs. We are very disappointed that we were unable to meet that goal for this customer at this time.
   
  The customer was provided with a pre-qualification estimate in the mail.Pre-qualifications are only estimates as they are based on limited information available and are not guaranteed. There is a disclosure on the back of the mailer notifying the customer that this offer is not guaranteed and presented on limited information. However, once an application is completed and an official credit inquiry is made by a lender, these estimates are then recalculated according to what the lenders are able to offer.
  
  When completing an application online, customers must first agree to ******************** terms and conditions, which include credit pull authorization.The customer is unable to submit the application without first accepting these terms and providing authorization for pulling credit. In this way, we strive to minimize impact to the customer's credit, while working to find the best terms and rates available in the market today.
   
  While this process has been successful in assisting many customers with obtaining new auto loans, unfortunately there are times that we are unable to obtain an offer from a lender that best meets the customer's financial needs.We did receive an offer from a lender, however the rates and terms provided varied from the prequalification estimate provided initially.
  
  We are disappointed that we were unable to assist the customer with their auto financing needs. While we understand the customer's concerns, unfortunately such can be the outcome when applying for an auto loan. The customer did submit an application for refinance, providing authorization for lenders to pull an official credit report. For these reasons, we would be unable to have the inquiries removed.
   
  A member of our management team contacted this customer to discuss her concerns and provided the information disclosed above on pre-qualifications vs final approvals. This customer was removed from our mailing list and placed on a do-not-contact status. We invite the customer to give our escalations line a call at ************** and we would be very happy to assist her with any additional questions.
   
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to refi my auto loan. They offered a 7.19% interest rate instead of my current 8.60% interest rate. The term was 48 months, just like my current loan but the payment was higher. Also they try really hard to get you to buy warranties and protection programs and it kind of seems like thats really their main goal. They did three inquiries, two from the same credit union, for one loan. I declined the loan and I want at least two if not all 3 inquiries removed because I think theyre scam artists.

  

  Business Response

  Date: 08/23/2024

  Thank you for the opportunity to review and address this feedback. Our mission is to provide the best customer experience possible while assisting our customers with their auto financing needs. We are saddened to hear that this was not this customer's experience at this time and attempted to reach this customer by phone.

  The customer was provided with prequalification estimates on Credit Karma based on public and limited information available, they are not guaranteed offers. Authorization to pull credit is granted when the application is submitted, to which the customer must select I Agree to proceed. Once an application is complete and an official credit inquiry is made by a lender,these estimates are recalculated according to what the lenders are able to offer.
  
  While this process has been successful in assisting many customers with their auto financing journey, there are times that we are unable to obtain an offer from a lender that best meets the customer's financial needs. We did receive an offer from a lender, however the rates and terms provided varied from the prequalification estimate provided initially.
  
  This customer has declined to move forward and we are disappointed that we were unable to assist the customer with their auto financing needs. While we understand the customer's concerns, this can be the outcome when applying for an auto loan. Due to the authorization received when the application was submitted, no credit inquiries will be removed. If the customer has any additional questions or concerns, we have requested he contact our escalations line at **************.

  
  

  Customer Answer

  Date: 08/26/2024

  Complaint: 22177005
  
  I am rejecting this response because:
  

  I agreed to one credit check, not three. Theres no good reason why the same credit union would need to check my credit two days in a row. 
  

  Also, I spoke to *********** about removing the inquiries and they said RateGenius is required to send me an inquiry deletion letter. I emailed ***************************, at RateGenius, to request that letter. I have not received a response. I want the two extra inquiries removed because I only agreed to one.

  Regards,

  ***********************

  

  Business Response

  Date: 08/28/2024

  We have successfully contacted this customer by phone, and consider this complaint resolved. The customer submitted the application with full authorization to pull credit through Credit Karma. Pre-qualification estimates extended through Credit Karma are not guaranteed offers or pre-approvals, pre-qualification offers are based on limited public information.
  
  We are a third-party broker and must ultimately submit the application to our lenders for final approval.RateGenius does not offer pre-approvals or guaranteed offers, and certain qualifications must be met for alternate terms. Until a lender performs a credit inquiry, they do not have all the details necessary to make an informed decision on the potential loan.
  
  While we understand this customer's concerns, this can be the outcome during the refinance process. We refer the customer to review the terms and conditions presented below.Additionally, the credit disclosure is provided before applying, to which they must check the I agree box in order to proceed.
  
  Credit Karma: *********************************************
  
  RateGenius Terms: (on the website *********************************** )
  Electronic Document Policy:Within Terms of Use section B
  Terms of Use: ***********************************terms-of-use/ 
  Privacy Policy: ***********************************privacy-policy/ 
  Legal: ***********************************legal/ 
  
  You authorize us to pull your credit report and obtain related information about you from one or more consumer reporting agency for the purpose of evaluating your credit options for financing your vehicle through our network of lenders, lending partners and third parties (Lender Network);

  You authorize any party in the Lender Network, to which we have submitted your application for credit, to pull your credit report and obtain related information about you from one or more consumer reporting agency in order to evaluate your application;

  You acknowledge that we and any party in the Lender Network may retain your loan application information in order to comply with certain federal and state laws and regulations;

  You agree and acknowledge that any information provided to you by us is for reference and informational purposes only and cannot be construed as any form of guarantee that any mentioned results will be achieved.

  You agree and acknowledge that any statements we make do not constitute a personal recommendation, a professional opinion, or financial, legal, or any other type of advice, is not binding, and has not considered all of the specific circumstances, metrics, and/or objectives that apply to you. You acknowledge and agree that you are responsible for your own financial research, decisions, and actions. Your use of any information and/or materials from us is entirely at your own risk, and we cannot be held liable or responsible for any decision or action you take or authorize any third party to take on your behalf based on information you receive from us while using our Website;

  You acknowledge that you have read our Privacy Policy;

  You acknowledge that we do not guarantee that that you will meet the approval criteria or creditworthiness for any particular offer or that a lender will make you an offer to finance your loan;

  You acknowledge that we do not guarantee that a lender will finance your loan at specific terms and conditions, including a specific interest rate or APR;
  
  The customer did not qualify for alternative rates and has declined to move forward with the only offer we received. We are disappointed we were unable to assist this customer at this time, and invite them to give us a call with any additional questions. Due to the above agreed upon terms and conditions as well as service provide,RateGenius will not remove any hard credit inquiries. 

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me however Credit Karma will not speak to me or accept responsibility, as well as RateGenius so I choose to let this go because I have a life.

  But I will share my bad experience with both companies with everyone and their mother.

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

• Initial Complaint

  Date:07/31/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have uploaded all my car info that was needed on Monday July 22,2024. It showed my task was completed and everything was collected and updated. But everyday I go and check the status the site keeps asking me upload the same documents. Here it is Friday July 26, 2024 and it's asking for the same documents to be uploaded and saying the task as been completed. It's not giving me no status and they have no reach out to me about this at all..

  

  Business Response

  Date: 08/01/2024

  At Rategenius, we strive to provide consistent and clear communication during the application process. We are concerned to review this customer feedback and a member of our management team attempted to reach this customer by phone.
  
  The customer was provided an update today regarding additional information needed on her application. The customer did not proceed at this time due to a downpayment option presented and the application was closed out.
  
  Should this customer have any additional questions or concerns, we invite them to reach out escalations line at ************. Our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by Rate Genius in early June to refinance my cars. By mid-June they had found 2 lenders and I sent all my information to them, including the titles for my car. The loan specialist guaranteed that both cars were funded. 3 weeks later, I am unable to reach the specialist and my prior finance company is hounding me for my car payment. Rate Genius has ghosted me. Theyve taken my car titles, the customer service is HORRIBLE - I called to find out the status of my 2nd car funding and the woman tells me theres nothing she can do except tell my loan specialist (who Ive been trying to contact for over 3 weeks) to call me. I am supposed to close on my house tomorrow and now my loan is in jeopardy of funding. This experience will likely leave me homeless and they will not help. The new company has no idea what is going on as theyve not heard anything about my loan. I want my title returned and any damages caused if I am unable to close on my house tomorrow.Stay away from this company!

  

  Business Response

  Date: 07/10/2024

  We appreciate the opportunity to review this customer's feedback and are disappointed to view their concerns. At RateGenius, we strive to provide a seamless experience and outstanding customer service. We are saddened to hear that this customer did not receive the highest quality service we strive for.
  
  A member of our management team has attempted to reach this customer by phone. The loan specialist assigned has also been in communication with the customer and has provided her with her requested updates. We received final approval from the new lender today and the payoff check will be sent out to the customer's previous lender within the next few business days. We apologize for any inconvenience this has caused the customer and are providing updates accordingly.
  
  RateGenius makes every effort to complete the funding process so as to be able to payoff the customers previous loan as quickly as possible. However, there are times that delays can occur within the funding process. As such, we advise that customers ensure that they remain in good standing with any and all active loans that they may have up until the funding process has been completed and the previous loan is paid in full.Should the customer feel it necessary to make additional payments to their prior lender so as to remain in good standing, they would want to follow up with their lender once the loan is paid in full, for reimbursement on any overpayments they may have made.
  
  Should this customer have any additional questions or concerns, we would be very happy to assist her further and we invite her to reach out to us at ************.
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.
  

  Customer Answer

  Date: 07/11/2024

  Complaint: 21968069
  
  I am rejecting this response because:

  Rate Genius is being dishonest about what happened. Eventually the loan specialist DID call me, and informed me that there had been a mix up with my file and the process had not been completed. She told me she was able to fix their error and apparently this time the loan would be funded. Despite this, I have nothing in writing, and no further information has been provided.
  
  Regards,
  
  *******************

  

  Business Response

  Date: 07/16/2024

  A member of our management team has attempted to reach this customer by phone however we have been unsuccessful in speaking with her. The tracking information for the payoff was sent to this customer by email and that status shows it was delivered today. We apologize for any inconvenience this has caused the customer and have provided updates accordingly.
  
  Should this customer have any additional questions or concerns, we would be very happy to assist her further and we invite her to reach out to us at ************. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

  Customer Answer

  Date: 07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. My credit has taken a big hit due to the actions (or lack of) of Rate Genius. Business apology is accepted but the damage is done. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:06/28/2024

  Type:Product 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 refinanced my vehicle through Rate genius last year, now I recently refinanced my vehicle again this year through another company to lower my payments even more. The new company that I refinanced through told me that should be getting a refund from around $759 from rate genius. I called rate genius to cancel my gap insurance and theyre telling me that I cant cancel gap insurance after 60 days. This is the only company Ive heard of not allowing gap insurance to be canceled in *****. I am suppose to be getting a prorated refund. But apparently rate genius wants to pocket the money. Rate genius never verbally informed me that I had 60 days to cancel gap insurance but includes inside of the contract without telling me. So youre telling me Rate genius gets to keep my money that isnt theres? I need answers

  

  Business Response

  Date: 07/02/2024

  We appreciate the opportunity to review this customer concern as we strive to provide full transparency regarding additional products. This customer was presented with the terms of the *** coverage and,per the contract which he signed, agreed to the *** being fully refundable if notice of cancellation was provided within 60 days of the *** Effective Date and nonrefundable if cancelled after 60 days.
  
  While we understand this customers concern, it is standard for companies to present different terms such as Non-refundable, depending on the product. At this time, due to the signed contract, we are unable to reimburse the customer.
  
  A member of our management team has discussed these concerns with the customer by phone and provided copies of his contract by email. Should this customer have any additional questions or concerns, we invite them to reach our escalations line at ************. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.