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:07/20/2023

  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.

  On June 18, 2023, I applied for an auto refinance with RateGenius. I initially spoke with ******************* on June 19, 2023 then on June 20th and the 21st. From those calls, he stated to me I was fully approved. I told him that I would stop engaging with other lenders and would focus on closing with them as I knew it was a process to complete. On July 5, 2023, the wet signature loan documents were sent via ***** overnight. Since the application did not allow me to provide the details of a full 2 history, I sent ******************* a detailed email of my work history information along with supporting documentation for the whole of 2022 and 2023 - employer w2s/paystubs.I spoke with **** on Thursday, July 13, 2023, and he said all he needed was my Friday, July 14, 2023 paystub and a detail listing of my full 2022 work history. That Thursday evening, I sent **** that information he was requesting. Today, Wednesday, July 19, 2023 passed midday, he said he needed the ************** Bill for July 2023. He was sent the Electric Bill for ************** dated June 13, 2023 and I told him that my billing is done through the mail and I had not received the new electricity bill for this month yet. He stated to me that the loan had already expired (after 4:00 pm) and I had to reapply again. ******************* and ********************** (aka RateGenius, Autopay and *****) and has wasted a whole month of my time and in the process collect a whole bunch of my personal information, pull my credit for no reason and lied to me that my engagement would yield the refinance loan I was requesting not underwriting anymore fully approved from the contacts I had with him. 06-19-23 call 1 ******************* 06-20-23 call 2 ******************* 06-21-23 call 3 ******************* 07-13-23 call 4 *******************

  

  Business Response

  Date: 07/20/2023

  Thank you for the opportunity to respond and resolve this complaint. 

   

  ********************, Thank you for allowing RateGenius to respond direct to your complaint.
  
  RateGenius is an online marketplace and origination services platform for auto refinance.  RateGenius works with a network of nationwide lenders to assist customers with finding a competitive interest rate to refinance their vehicle.
  
  We have reviewed the recorded phone calls as well as notes in file to gather additional information regarding this transaction.  Based upon the initial information provided, the application was approved.  While trying to finalize the documents, you contacted us and indicated you did not want to move forward with completing the title documents on June 26, 2023, and your account was listed as cancelled.
  
  On July 6, 2023, you contacted the Loan Specialist to get the process started again and the title documents were sent out to you.   While the loan document package was reviewed, the Loan Specialist tried to contact you several times regarding your current employer and your two-year employment history.  Although you provided W2-S, our lender required a complete history of employment for two years. After finally discussing this issue on July 13, 2023, you provided the details of your work history.  This information was sent to the lender for further review and processing.  We also determined due to the delay that the Lender would needed a more recent document for proof of residency as well as recent paystubs. 
  
  Since loan approvals are only good for 30 days, you were informed that you would need to apply again.  Since most of the work has been completed and only a few more documents were requested, we would still like to assist ******************** with a refinance.  Although there were a few requests for information, the main constraints were due to the application being cancelled and reactivated and all the necessary information was not received in a timely manner. 

• Initial Complaint

  Date:07/17/2023

  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.

  RateGenius helped buy out my car lease 06/2022. Applied for an EV decal in 8/2022, and discovered in 9-10/2022 that this could not be done until I received my car title. I thought I just needed to wait some more. In 1/2023, contacted the *** and then the financing institution to find that there was an error in my name on the title, so I could not move forward until fixed. Contacted RateGenius 1/5/23, they replied 1/6/23 saying they would follow up. Emailed them 1/16/23, they replied 1/17/23 to inform me that there was delay in title work due to lack of proof of sales tax paid and that "the error was not on RG". They would follow up with ******* to get a BOE; told me they would keep me updated.Emailed RateGenius 2/13/23 to ask for update, then again 3/6/23, and got an update 3/7/23. They told me they were fighting with CA *** and *** to get title through - *** rejected title several times for different things, *** submitted paperwork saying sales tax was paid. They would try to contact *** and that it takes time. I follow up by email 5/7/23, then 5/8/23 to review what's been stated about the case. They reply 5/19/23 again confirming the issue with obtaining a title and new issue of expired registration, and that they had an idea to resolve both problems simultaneously. I ask for expected timeline 5/19/23, and again for update 5/24/23. They reply 5/24/23 citing 4-6 weeks for *** to process from time of submission 5/19/23. I follow up 7/5/23 by email and by phone, and get a call back from RG 7/6/23 stating that the *** processed it in the first week of June 2023, and that it wasn't completed because of the expired registration. Never received any registration renewal notice, and have not moved. Had no problems renewing while still leasing.Submitted renewal and waiver request to *** 7/8/23, received request for files 7/11/23 forwarded to RG, no response since. Would like this resolved ASAP so I can actually make full use of our purchased vehicle 1 yr later.

  

  Business Response

  Date: 07/19/2023

  Thank you for the opportunity to review and address these concerns.
  
  A member of our escalations team has reached out by phone to resolve the customers concerns. At this time, our titles team is working to complete the title process and maintain contact with this customer until everything has been finalized.
  
  We welcome the opportunity to speak with the customer regarding any additional questions or concerns, by reaching our escalations line at **************. 

• Initial Complaint

  Date:07/11/2023

  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.

  I reached out to Rate Genius for a car refinance, as it was recommended by Credit Karma. They took all my information paycheck stubs, pictures of my dash, Driver's Lis., Social Security Number and other personal information. They then gave that information to numerous banks who ran hard inquiries on my credit. Then they just stopped reaching out. I cannot get in touch with anyone and my credit score has gone down 20 points from the numerous inquiries. At no moment was it ever disclosed that multiple banks would be running hard inquiries at the same time.

  

  Business Response

  Date: 07/17/2023

  Thank you for the feedback and opportunity to address these concerns.
  
  A member of our escalations team has reached out by phone to resolve the customers concerns however, we have been unsuccessful in reaching her. We welcome the opportunity to speak with the customer regarding any additional questions or concerns, by reaching our escalations line at **************.
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 8:00am-5:00pm MST on Saturday with no hours on Sunday. We value your time and consideration.

• Initial Complaint

  Date:06/15/2023

  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.

  I used rate genius in hopes of better auto refinance rates. Shortly after I filled out the application, I got an automated notice they they should have an answer shortly. The next day I received another automated message saying the were still working on acquiring the best rates. This is when all communication stopped. Approx 4 days later I reached out directly by email. I got a response stating that the specialist I had been working with reached out to me that same day (not true) and that if this was incorrect, please reply with a best way and time to contact. I replied explaining I had not heard from anyone in almost 1 week. I made sure contact info was correct and times to call were good. It has been another week. Still 0 communication. Only thing Ive received. From this seemingly fraudulent company is a hot to my credit report. I have found better financing options thru a more reputable company. I need this pulled form my credit report please, as nothing at all was done with the information obtained.

  

  Business Response

  Date: 06/19/2023

  Thank you for the feedback and opportunity to address these concerns.
  
  We strive to provide our customers with the best experience possible and are disappointed to hear that they may not have received such an experience from us at this time.
  
  A member of our escalations team has reached out by phone and email to resolve the customers concerns however, we have been unsuccessful in reaching him. We welcome the opportunity to speak with the customer regarding any additional questions or concerns, by reaching our escalations line at his convenience at **************.
  
  Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 8:00am-5:00pm MST on Saturday with no hours on Sunday. We appreciate your time and understanding.
  

• Initial Complaint

  Date:04/20/2023

  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 was happy that RateGenius was able to find me a loaner to refinance my vehicle. I was working with a *************************** on my case. I provided sensitive information and photos of identification. I have also paid $200 to RateGenius and haven't received it back. ******* just goes silent one day. I texted and called her multiple times to no avail. After multiple unsuccessful attempts, I decided to call the business and ask for guidance to whomever is in charge of my case file. Come to find out, ******* is no longer with the company and her manager, ****** is now in charge of my file. No one reached out to me about her leaving. SO, because she left and didn't answer my calls, the offer ended up expiring. I spoke with ****** and he tried to find me a new offer but ended up finding NOTHING. I expressed how upset I was and how unfair this was to me but he didn't seem to care once he found out that he couldn't make any money off of me. This was NOT my fault and I'm paying the price for it. So to sum it up: An agent left her job in the middle of my case and her imbecile leadership doesn't think it's a good idea to reach out to the clients she might've been working with. My credit has been redundantly dinged multiple times because my first offer EXPIRED ON RATE GENIUS'S CLOCK. I sent $200 to god knows where. ****** just STOPPED talking to me. He didn't care to offer ANY kind of solution or apology/explanation that's worth a ****. Just completely stopped responding to my texts and moved on like I'm his ex-boyfriend.I called rateGenius back THREE times on THREE separate occasions to speak to his manager or someone in leadership and all I get is "I've put a note in here for someone to reach out to you. You should be getting a call either today or tomorrow"No one has called me back at all. How is this company still standing?

  

  Business Response

  Date: 05/01/2023

  Hello and thank you for the opportunity to address this complaint. 
  
  Our primary goal here at RateGenius is to provide the best customer experience possible by assisting our customers with their auto financing needs. As such, we are very disappointed to hear that we fell short of that goal for this customer at this time.
  
  A manager has reached out to the customer to discuss the matter, answer his questions and address his concerns. The manager is currently working with the customer towards a resolution. Should the customer have any additional questions or concerns in the meantime, we invite her to give our escalations line a call at her convenience at ************ and we would be very happy to be of assistance that way as well.
  
  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:04/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 17th I began working with Rate Genius to refinance my car.In the next couple of days I was contacted by ***********************, **********. I was told that my loan was approved pending documents. I was even told the details of the loan and the perks that this loan would have including gap, insurance and car warranty.I produce all the documents asked for by March 28th. When I produced these documents, I was 100% transparent that my second job was a brand new job I had just been placed on the payroll, and would not receive my first full paycheck until April 20th.I was told this was not a problem, and my loan was approved and it was getting finalized by Tampa Bay credit union.I was not told until April 17 that the loan is denied because I didnt get paid soon enough from my second job.Not only did this company not successfully manage their customers expectations. This leads to false hope, and incredible dissatisfaction from the customer for not feeling heard or seen. I feel lied to and manipulated. Then I checked my credit report. I have nine hard inquiries on my credit report from Rate Genius that has now plummeted my credit score making it that I cannot go through a reputable company.*********************** and Rate Genius should be held liable for their lack of ethical business practices, leading to damaging an individuals, credit and financial stability.

  

  Business Response

  Date: 05/01/2023

  Hello and thank you for the opportunity to address this complaint. 
  
  Our primary goal here at RateGenius is to provide the best customer experience possible by assisting our customers with their auto financing needs. As such, we are very disappointed to hear that we fell short of that goal for this customer at this time.
  
  We are concerned to hear about the customer's experience. A manager has reached out to the customer and will be working to assist the customer. Should the customer have any additional questions or concerns in the meantime, we invite her to give our escalations line a call at her convenience at ************ and we would be very happy to be of assistance that way as well.
  
  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: 05/07/2023

  Complaint: 19949289
  
  I am rejecting this response because: a manager did reach out to me and made an appointment to call me the next day.  The manager never called me so I called him and left a message.  He has never returned my call since.  
  
  Regards,
  
  ******************************************

  

  Business Response

  Date: 05/08/2023

  The manager mentioned and a previous manager have both made attempts to contact the customer but could only leave voicemail. Communication was made today with the customer and it was determined that there may have been issues with the phone service. A manager will be reaching back out to the customer on Thursday per the customer's request to go over her experience and possible options. The customer has contact information for both managers should she need to reach out directly.

• Initial Complaint

  Date:04/13/2023

  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.

  Rate Genius sent me an approved letter in the mail and after filling out and running my application they emailed me with an email showing further down payment needed. Once calling the number I was told to call upon receiving the email they hung up on me when I asked them why they had the wrong vehicle on my application information when i had entered the current vehicle upon application process. This company is shady and should of never ran my credit to only send misleading information.

  

  Business Response

  Date: 04/24/2023

  Hello and thank you for the opportunity to address this complaint. 
  
  Our primary goal here at RateGenius is to provide the best customer experience possible by assisting our customers with their auto financing needs. As such, we are very disappointed to hear that we fell short of that goal for this customer at this time.
  
  We are concerned to hear about the customer's experience and would like to speak with her to discuss her experience. Our management team has made attempts to contact the customer to discuss the matter, answer her questions, and address her concerns, however we have been unable to reach the customer and could only leave voice messages. 
  
  We invite the customer to please return the manager's calls so that we can assist her regarding this experience. We also invite her to give our escalations line a call at her convenience at ************ and we would be very happy to be of assistance that way as well.
  
  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:04/10/2023

  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 gave my information to two lenders who did hard inquiries on my credit which caused it to drop 30 points. I did not give consent to banks to do hard inquries. Hard Inquiries are supposed to be used when customer has chosen bank to borrow from and knows the rates and monthly payment. This information was not given. They just did hard inquiries right away to drop the score to hike up the interest rates. This is predatory lending . Banks are supposed to let the customer know verbally or have written consent to do hard inquiry. Im not able to refinance my car or change my car because my score is now 600 from these two banks. Every lending institution gives a soft inquiry to start the lending process. These banks did hard inquiries right away without my permission. It is wrong.My score is burnt. Im mad . I will see those bankd in court for predatory lending and violating customer rights.

  

  Business Response

  Date: 04/24/2023

  Hello and thank you for the opportunity to address this complaint. 
  
  RateGenius works with a network of lenders to assist customers in obtaining the best rates and terms that are available in the market today. We received an application for refinance from this customer through Credit Karma. In order to apply from Credit Karma, customers are directed to RateGenius' application page. Upon completing the application, customers must first acknowledge, agree, and consent to the Credit Authorization Agreement, as well as other agreements and policies by way of a check box or else they will be unable to submit the application to RateGenius. In this way, RateGenius is doing all we can to minimize impact to the customers' credit score while attempting to find the best rates and terms available.
  
  RateGenius received an application for refinance from this customer on 03/19/2023, again coming to us via Credit Karma. As such, the customer was directed to and applied through the RateGenius website, thus authorizing for us to send this application to our lender network for pulling an official credit report. For these reasons, we are unable to remove the inquires due to the credit application being submitted from the customer with intent for an auto refinance and authorization for credit pull having been provided.
  
  Our management team has made multiple attempts to contact the customer to discuss the process, answer her questions, and address her concerns, however we have been unable to reach the customer. Should the customer have additional questions or concerns, we invite her to give our escalations line a call at her convenience at ************ and we would be very happy to be of assistance.
  
  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: 04/25/2023

  Complaint: 19907781
  
  I am rejecting this response because:
  the website never mentioned hard inquiries. Most companies give soft inquiries. I did not give permission for hard inquiry.Hard inquiries which lower scores to give higher interest rate is Predatory lending which is a violation of the law. My score was lowered a lot from them. I will never take a loan from them because of this. This is taking advantage of the customer. 
  Regards,
  
  Crystal ***

  

  Business Response

  Date: 05/02/2023

  As mentioned in the previous reply, applicants are unable to submit applications through RateGenius' website without first checking a box that says "Agree to Terms." The terms listed include credit pull authorization. RateGenius received an application from this customer coming from Credit Karma. As such, the customer provided authorization by checking the box stating that they agreed to the Terms provided, namely authorization to pull credit. For these reasons we would be unable to have the credit inquiries removed.

  The customer has indicated that they will not be satisfied unless the credit inquiries were removed. As such, we are unable to satisfy the customer at this time.

  Again, we are disappointed that we were unable to assist the customer at this time. We would be happy to discuss the matter further with the customer if they wish and to answer any additional questions they may have. We invite the customer to give our escalations line a call at her convenience at ************ and we would be very happy to be of assistance.

  Again, 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:04/06/2023

  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.

  They used my information such as my name with out my permission to send out mass application and put multiple hard inquiries on my credit report with out my permission. A very fraudulent company

  

  Business Response

  Date: 04/17/2023

  Hello and thank you for the opportunity to address this complaint.
  
  RateGenius works with a network of lenders to assist customers in obtaining the best rates and terms that are available in the market today.
  
  RateGenius received an application for refinance from this customer on 4/4/2023. As part of the application process, the customer must agree to ********************' Terms which include authorization to send the application to lenders for the purpose of obtaining an offer. As such, we received authorization to send the customer's application to lenders for them to pull an official credit report. 
  
  A manager has reached out to the customer to discuss the matter, go over the process and answer any additional questions she may have. During the conversation the customer stated that she did not intend to apply for an auto loan and did not read the credit authorization disclosure. 
  
  The loan application does clearly specify that it is an application for obtaining an auto loan, in this case for the purpose of refinancing the customer's vehicle. The application also provided additional information in the Terms explaining what the customer was accepting by submitting the application. In this way, RateGenius is doing all we can to minimize impact to the customer's credit score while assisting them with finding the best rates and terms available in the market today.
  
  Because the customer submitted an application for refinance and provided authorization to send the application to lenders for pulling credit, we then submitted the application to our lender network per the customer's request as indicated by way of the completed application. For these reasons we would be unable to have the inquiries removed.
  
  The customer communicated to the manager that she would remain unsatisfied unless the inquiries would be removed. As such, we would be unable to fully satisfy the customer at this time.
  
  We are disappointed that we were unable to assist the customer with her auto financing needs at this time. Despite this outcome, we would love to help answer and address any additional questions or concerns the customer may have. We invite her to give our escalations line a call at ************** should she need any further assistance and we would be very happy to help!
  
  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:03/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been working on improving my credit score for years trying to get myself into a better position where I can survive financially. On March 25 ********************************** on Credit Karma; refinance my car for 5% over 36 months. It would save me over $10K. When I click the link, my credit report was dinged many times by companies I don't know, including a mortgage company, and my credit score dropped ~20 points. After days of waiting, Rate Genius finally contacted me saying GREAT NEWS, THEY HAVE MY LOAN DETAILS.. well that loan was almost double the interest rate of what I was enticed to click on on credit karma. What I want is either the original product (5%, 36 months), or to see is what specific reason based on the information they collected AFTER I clicked the link, why I was not allowed to have the loan I was originally offered. This is 2023 and there's no reason why on their end it is permissible to advertise products they don't even actually have access to. That's highly deceptive and illegal

  

  Business Response

  Date: 04/13/2023

  Hello and thank you for the opportunity to address this complaint.
  
  Our primary goal here at RateGenius is to provide the best customer experience possible by assisting our customers with their auto financing needs. As such, we are very disappointed that we were unable to meet that goal for this customer at this time.
  
  As the customer mentioned in the complaint, we received an application for refinance from this customer through a third party Credit Karma. Credit Karma provides prequalification estimates on possible options for refinancing and what the rates and terms may be. Prequalifications are only estimates as they are based on limited information available and are not guarantees. 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.
  
  In the case of this customer, the customer was provided with prequalification estimates on Credit Karma's website and then redirected to RateGenius' application page. In order to submit an application, customers must first agree to RateGenius' 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, RateGenius is doing all we can 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. Such was the case for this customer at this time. We did receive an offer from a lender, however the rates and terms provided varied from the prequalification estimate provided by Credit Karma and did not meet the customer's needs.
  
  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. As such, we did submit the application to lenders in an attempt to obtain an offer per the customer's request via a completed application. For these reasons, we would be unable to have the inquiries removed.
  
  We attempted to reach out to the customer to discuss the process and answer any additional questions they may have but we were unable to reach the customer. We will continue to make additional attempts to contact the customer as we do wish to be of assistance. In the meantime, we invite the customer to give our escalations line a call at ************** and we would be very happy to assist!
  
  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.