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:04/17/2025

  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.

  ****** sent through a loan application without my approval and without signature to approve coverages. Equally they have not provided me with the documents regarding the things charged to the loan they were unauthorized to send through while negotiating terms. Due to their lack of information and editing of my information I have NO information on what is occuring in my financial name. I HAVE NO IDEA the information needed to follow up on cancellations of coverages they were not authorized to charge me.This company is using an electronic signature that was somehow given to them prior to bnegotiated terms and edited the document to reflect a 4/10 close date rather than the 4/15 date that approriately reflects the lines of communication in negotiating this agreement. ALSO, they sold the loan that was not authorized off immediately making it hard to track.

  

  Business Response

  Date: 04/17/2025

  We have provided you all your documents previously, and in fact, you can log in to ****************************** and download them yourself. But I will provide the *** (which you signed), the *** contract (which you signed), proof you signed if from ********, and the final Truth in Lending Agreement, which memorializes the terms of the deal, again. Also, we have sold your loan to **************. We have cancelled your GAP and the full refund will go to ****** finance but be aware you will NOT have GAP coverage and your LTV is 180%, which means you owe 80% more than the value of the vehicle. So in the event of a total loss, that deficiency will NOT be covered. We sell all of our loans so nothing out of the ordinary in selling to another lender.  I am sorry you are unhappy but we have lowered your previous rate by over 2.5%, shortened your term by 2 months and lowered your payment per month by about $50.  You will notice you signed all the documents on 4/10/25.

• Initial Complaint

  Date:04/01/2025

  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.

  Through Credit Karma, there was a vehicle refinance offer available. It stated no hard inquiry and a response within 24 hours. The hard inquiry hit my credit not even one minute after I submitted the application, they NEVER contacted me regarding the decision and then declined the offer with no explanation. Its unprofessional, misleading, and a trap to consumers.

  

  Business Response

  Date: 04/02/2025

  I am sorry that you didnt notice but once Credit Karma refers you to us, you complete our application and agree to our terms and services. On our application we state that credit will be pulled and you agree that the inquiry will affect your credit.  I have attached a sample of what you agreed to.  Also an inquiry has little to no affect on your overall credit.  Again I am sorry we could not help at this time.

• Initial Complaint

  Date:03/10/2025

  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.

  I previously applied with Open Road Lending to refinance my car and have just applied again. My credit score is well over 600, yet I continue to be declined without a legitimate reason. Given my strong payment historyI have made every payment on time for the past five months with my current lender.

  

  Business Response

  Date: 03/10/2025

  Your credit file is locked so we were unable to pull your credit so we had to decline you.  We had nothing to evaluate.

  Customer Answer

  Date: 03/11/2025

  Complaint: 23044436
  
  I am rejecting this response because: my credit file isn't lock and you never once pulled my credit I would have gotten an alert.
  
  Regards,
  
  ******* *****

  

  Business Response

  Date: 03/11/2025

  This is exactly what we got from Experian.  So we were unable to pull your credit.

   *CONSUMER STATEMENT* 32& 03-03-25 
   FILE LOCKED AT CONSUMERS REQUEST

  Customer Answer

  Date: 03/11/2025

  Complaint: 23044436
  
  I am rejecting this response because:
  Will, I can tell Open Lending is lying  that my credit is locked. I'll update you and upload a screenshot to show that its not locked, despite their claim.
  Regards,
  
  ******* *****

  

  Business Response

  Date: 03/12/2025

  We were unable to pull your credit.  You can contact Experian and ask why on 3/5/2025 your file was locked.  We can only do what the bureau gives us.  There is no obligation for us to extend credit if we cannot pull your credit.  I am sorry.

  Customer Answer

  Date: 03/12/2025

  Complaint: 23044436
  
  I am rejecting this response because:

  I will be filing a complaint with the *** regarding your business practices, as this is not an isolated incident. A quick look at your ****** reviews shows multiple people reporting the same issues Ive experienced. Ive already proven my case with the screenshot I provided. I will follow up with the ************************ to request an investigation into your business practices to ensure you are complying with both state and federal laws.

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

• Initial Complaint

  Date:03/06/2025

  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 offered a refinance loan through credit karma of *****% for *********************************************************************************************** when I called them I was offered a completely different offer which I declined since I feel this company used deceptive loan practices.

  

  Business Response

  Date: 03/09/2025

  I am not sure what Credit Karma offered you, as I can only see what we offered which is *****% primarily because you loan to value (LTV) is almost 150%.  That means you owe 50% more than your vehicle is worht thus increaseing the risk.  However you are currently paying 24% and we can lower your payment by almost $40 per month which is about $3,000 over the life of the loan.  So even though its not as low as you hoped, it is still massive savings from what yoiu have.  A single inquiry only costs between 3-5 points so it really doesnt hurt you.  I am sorry we cannot do the 12% because your LTV is too high but we can save you money.

  Customer Answer

  Date: 03/10/2025

  Complaint: 23031062
  
  I am rejecting this response because: As I stated In my complaint as hard inquiry was done on my credit before it confirmed that I wanted it done further more I as offered one rate and then was told something completely different this is a bait and switch plane and simple 
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 03/10/2025

  Its not bait and switch.  We only offered one rate.  You will need to contact Credit Karma to see why they offered a different rate than we did.

  Customer Answer

  Date: 03/10/2025

  Complaint: 23031062
  
  I am rejecting this response because: this is an unsatisfactory answer. As I have Stated now multiple times my credit was ran without my verbal or written permission. This was nothing more than bait and switch. Your company practices very deceptive loan practices. Stating that I  have to contact credit karma is you trying to pass this problem on to someone else.
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 03/11/2025

  You completed your applicaiton at ******************************.  Here are the terms and conditions that you agreed to which states you are granting ORL the ability to access your credit.  See attached screenshot.  I am sorry we cannot help at this time.

  Customer Answer

  Date: 03/11/2025

  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  
  Thank you for providing the paperwork that shows that I never checked the boxes or acknowledged this paperwork since it was sent after my credit was pulled again I never consented to the pull on my credit 
  
  ***** ********

  

  Business Response

  Date: 03/12/2025

  This was a screenshot as an example, it was not meant to be yours..  You cannot continue without checking the boxes. If you do not check the boxes, we cannot pull your credit.  Its as simple as that.

  Customer Answer

  Date: 03/12/2025

  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because: I never checked these boxes because the paperwork was sent to me after the fact. I never gave permission for my credit to be pulled written or verbally. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:02/27/2025

  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 February 26th 2025 I applied to refinance my auto loan with open road lending. Today February 27th 2025 I was approved for this loan and the email asked me to call to complete the process. I called and all criteria I met but I was given a denial and a hard credit pull which decreased my credit score. I don't understand how I can meet the criteria on the website I got to congratulatory email and still denied. I've requested that they remove the hard pull but I have not heard back.

  

  Business Response

  Date: 03/09/2025

  You are correct you were approved in the email that your provided.  But you failed to mention there was an asterisk next to the word approval.  We have stipulations to the approval like proving your income, providing your drivers license and insurance and in your case the loan to value must be less than 160% (which is very high).  However in your case your LTV was almost 180% which means you owe 80% more than the value of your vehicle and we do not know that we we approve you because we do not know your options on the vehicle or the mileage.  So if you are able to pay down your existing loan a little, we can move forward. You can call us back for an exact amount. But until then your LTV (loan to value) is above our guidelines.  From a credit perspective you are approved its the vehicle valuation that is the deal killer at this time.  I am sorry that we cannot help you at this time.  Thanks.

  Customer Answer

  Date: 03/10/2025

  Complaint: 22999396
  
  I am rejecting this response because:

  I did get an approval after submitting my information. I also checked the guidelines for qualifying and I met that criteria as well. What I owe on my vehicle fell within the income guidelines listed as well. If you cannot proceed forward at this time I would like the hard inquiry removed from my credit report as this hurts my credit and I don't agree with the misrepresenting individuals to click bait them into applying for loans when all is not disclosed upfront. 
  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 03/10/2025

  Im sorry that you do not like the answer but there is no way you checked to see if your car was below our loan to value guidelines but then when we were booked out your vehicle and called to get a payoff your loan to value is 180%?  A single credit inquiry is between 3 and 5 points so its relatively minor in your score and we had valid reason to make inquiry.  So per the **** rules we have to report it. (**********************************************************************************).  If you can pay down your current loan we can continue.  Thanks

  Customer Answer

  Date: 03/10/2025

  Complaint: 22999396
  
  I am rejecting this response because:

  This does not correct the issue that this company caused me by running my credit which was my credit score dropped in because they were misleading and their advertisements and on their website as to what I qualified for and then distastefully encouraged me with their approval email I would recommend that they correct my credit report.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:01/31/2025

  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.

  Open road send me a Priority Delivery envelope with a pre qualified offer to refinance for my vehicle. Then they proceed to have you log into their website with a provided code. One I logged in, the system tells me that OpenRoad don't have any products for me after giving me false hopes and doing a hard check on my credit causing it to drop! This company is collecting information and soliciting my personal information and credit information. They should not be giving people false hopes and false advertising thru Credit Karma.

  

  Business Response

  Date: 02/03/2025

  I am sorry that we are unable to help you at this time.  When we bought your credit bureau data in October, your FICO score was **************** our range.  By the time you had applied in January your FICO score was 499 and below our cutoff.  This is all disclosed on the back (p2) of the scan that you sent.  We do want to fund loans so anytime we have to mail something and then later find out we are unable to continue it is counterproductive to our process.  Ironically you didnt apply directly on our website but through another partner of ours called Flying Penguins  Since your FICO was below our cutoff only soft inquiries were made which means it doesnt have any affect on your credit score and it didnt cost you any points.  Again I am sorry we were unable to help at this time

• Initial Complaint

  Date:01/22/2025

  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.

  Went to refinance, sent all corresponding documentation. Now loan officer and/or anyone from Open Road will respond. Going on 2 months! Super active getting all my documentation and then have ghosted me once they got it! No replies to any messages demanding correspondence after taking all my financials 2-3 months ago. Feel like this is some sort of title scam on my vehicle! What kind of business ignores emails for months after getting all documentation requested!?!

  

  Business Response

  Date: 01/24/2025

  I am sorry we couldnt help but your set of facts is different than what we have in the notes and the calls I have listened to.  I see that you were approved on 9/21 and we need a list of documents.  Some could be copies but some had to be originals.  You did sent most of those documents but we requested on multiple occasions for the original title application (the state requires a wet ink signature).  We even sent you a ***** Shipping label on 11/19/2024.  We never received it so we had to withdraw your loan since it had been more than 60 days to the approval.  The good news is you can reapply and we can work to save you money again.  Once approved we would need to collect all documents to close the loan.  Loan approvals are good for 45 days so we would need to be timely about it.

• Initial Complaint

  Date:01/10/2025

  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.

  They tell us we are pre approved and then deny us for questionable reasons.

  

  Business Response

  Date: 01/20/2025

  I do not find any application with this name or email in our system in the last few years.  I need more clarity or we will view this as a mistaken entity.

• Initial Complaint

  Date:11/25/2024

  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.

  They sent me a letter telling me I was qualified for a car refinance and it would lower my payment by $90 per month. It also said there would be no impact to my credit because its a soft pull. Well they pulled a hard credit pull which lowers my score and then told me my new payment would be $40 more than I pay now. Company is obviously a scam and now I have a hit on my credit. Seriously considering talking to a lawyer if they dont fix this

  

  Business Response

  Date: 11/25/2024

  It appears you have applied 3 times with us over the last 3 months (2 times from Credit Karma and 1 time on our website).  The first time we declined, back in August and then the last 2 in November we have approved for a rate greater than you are currently paying.  Im not sure where in our letter we promise there will be no affect on your credit.  On our website it states this when you apply.  (4) I am granting OpenRoad Lending and its *************** permission to access my credit report to determine if I qualify for refinancing my existing auto loan, and I understand that I could have multiple inquiries on my credit report through this process.  Also an inquiry only costs you 3-5 points so it has not real impact on your credit (**********************************************************************************).  I am sorry we are able to lower your rate at this time but if you are looking for a lower payment we can help with that. 

  Customer Answer

  Date: 11/25/2024

  Complaint: 22593965
  
  I am rejecting this response because:

  The letter I received clearly stated that it would be a soft pull for qualification. Ive already posted this issue on your ******** page as well to warn others of your shady tactics. And 3-5 points adds up when you run multiple inquiries. I will make sure I never do business with your company again and will do everything I can to warn others not to as well. You stated in this response that you could lower my payment, but when I talked to someone over the phone they said the lowest they could offer is $30 more than I pay now, so another lie from your company I suppose 
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 11/26/2024

  I guess you didnt read the entire article as it states and multiple inquiries of the same type (auto in this case) within a 14 day window only count as a single inquiry because they know people are shopping for auto loans (**************************************************************************************************).  Here is a different article that states the same thing.  So the overall cost is 3-5 points and there are 3 or 4 other things you could do that have way larger affect on your credit score than a single inquiry.  Again I am sorry we cant help you at this time.

  Customer Answer

  Date: 11/26/2024

  Complaint: 22593965
  
  I am rejecting this response because:

  Very unprofessional representatives and nothing but lies from the company from the beginning. Everyone should be aware and look for better refinance companies, this one isnt it. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:11/12/2024

  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.

  Submitted my info to get a quote and no one is getting back to me. I sent a couple emails and texts asking for support for submitting proof of income with no response.

  

  Business Response

  Date: 11/12/2024

  Im not sure what the complaint is because we have spoken to you about everyday for the several days and today we asked you for additional information (One and the Same, Proof of Residence, ************ of Attorney) and you told us you are looking at some other companies and trying to see if you can get a co app but we cannot add in your state.  I am unclear what the issue really is.