Complaints

This profile includes complaints for Arivo Acceptance, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Arivo Acceptance, LLC

  4770 S 5600 W Ste 200 Salt Lake City, UT 84118-7400

  
• 

  Arivo Acceptance, LLC

  PO Box 708310 Belmont Heights, UT 84070-8313

  

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:04/04/2024

  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.

  Today on April 04,2024 My ex- husband received a phone call from ************ Arivo car acceptance. This Number was Linked to a woman name *******. Now My ex's name is not on my car loan anywhere nor is his phone number. ******* took it up on herself to discuss the fact that I am behind on my payments on his voicemail. We have been divorced for over 10 years, he lives in another state and is currently out of the country. He notified me of this VM and is just as concerned as I am as to whom else *******/ ARIVO has leaked my personal information to. Last time I checked, no loan company is allowed to discuss Late payments which is considers personal information with someone who's name is not on that loan. ******* did just this. I am concerned of a possible breach of my personal information with this company. I am concerned that ******* has shared my information with more than one person. I have in fact been in contact with Arivo about my current situation. This was done to degrade and embarrass me, My next step is a lawyer and the news. No one's personal information regarding their loan is safe with this company and people need to be aware that their information could be getting leaked by Arivo employees..

  

  Business Response

  Date: 04/12/2024

  We have reviewed the call logs and at no point has *******, or anyone from Arivo disclosed any account information to any third party or reference regarding this account. ************** has not been in communication with us. The status of the account has reached a point where we are legally allowed to contact references to try and regain contact with **************. The voicemail in question from ******* states that we are trying to reach ************** and if they know how we can reach her to please call us today. 
  Arivo pulled other calls associated with Ms. ****** account and again at no point was account information disclosed. We would be happy to communicate with ************** herself instead of resorting to calling references. You can reach us at ************** between the hours of 8 AM and 5 PM MST. We look forward to resolving this matter with you.

• Initial Complaint

  Date:03/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 14th, 2024 I purchased a 2018 Ford Explorer which Arivo Acceptance LLC financed. Three weeks after purchase. The car check engiene light appeared. About six months after purchasing the vehicle the transmission failed, the emissions test failed including other mechancial components failed. On 3/13/3024 I provided Arivo Acceptance LLC with several offer appraisals on the vehicle in order that I may sell the vehicle to CARMAX and pay monthly paying to Arivo for the remaining balance. Arvio will not provide me documention on its decision to deny or allow my request to sell the vehicle to a dealership. I am paying $664.10 in montly payments on the vehicle which has a failed transmission. The dealership have refused the vehicle as a trade due to its actual current value and condition. As of date I am $15000 underwater. I in good faith requested to sell the vehicle to CARMAX for $15,000 and I pay to remainimg balance to Arivo Acceptance in monthly payments. Arvio fails to properly address my request/ inquiry for permission to sell the badly conditioned vehicle while allowing me to make monthly payments on the remaining balance.

  

  Business Response

  Date: 03/21/2024

  Arivo is not required to grant permission to the customer to sell the vehicle. We have asked for photos of the vehicle and odometer reading per Arivo's policy to be able to review her request, and she has openly refused to send photos multiple times. We are not able to answer any request to sell until the requirements have been filled by the customer.  

  Customer Answer

  Date: 03/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********** ******** *****

  Customer Answer

  Date: 03/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  March 25, 2024,

  I reject the response of ARIVO ACCEPTANCE, LLC due I wrote ARIVO ACCEPTANCE, LLC on March 21, 2024 and on March 22, 2024 and informed the company that I have no issues providing photos of the 2018 FORD EXPLORER VIN ***************** in exchange for permission to sell said vehicle. I have never verbally or in writing openly refused to provide photos of the subject vehicle. In good faith I have attached photos of the vehicle. The cars motherboard does not turn due to the vehicles extensive mechanical issues. I have however included a photo of the odometer. 

  
  

  
  Sincerely,
  
  ******** ********** ******** *****

  

  Business Response

  Date: 04/02/2024

  ******** ************* states she had no problem submitting photos in exchange for permission to sell the vehicle. As we have previously told her multiple times our policy is that we need the photos of the vehicle before we could consider granting permission to sell. We have had multiple conversations ranging from 15 to 45 minutes in which we have asked if she will send us photos. ******** has recorded all of these calls as well as stated in her calls to us and in them she has told our representatives

  "Oh my ***, I need to start listening"  and when we asked if Carmax knew about the vehicle issues she admitted she hadn't told them about it.

  "So if the transmission is bad though, why is Carmax offering to buy it? That's the part that I was kind of confused about when I was reading it all."

  "I didn't tell him.  I'm just being honest"

  We have received the photos of the exterior of the vehicle and have communicated with her that we still need the pictures of the inside as well as pictures of the odometer. We understand that the car does not turn on but we have not received these images to be able to continue the process. ******** states that we have not provided her with a copy of the company's internal policy. It is not required to disclose internal policy and when she asked for it five different times she was told we would not be sending internal employee policy over to her. 

  ******** ********* ***** has also not received an actual offer from Carmax. The paperwork she sent in has an asterisk stating this is conditional and that a real offer will be provided to her when she brings the vehicle in for inspection. We have communicated this to ******** as well, and have yet to receive the actual offer. 

  At this time selling the vehicle is not an option because we have not received the necessary information to reach a conclusion. Once we receive it we will be able to move forward. 

  We do appreciate the exterior photos and hope to receive interior and odometer pictures as soon as possible so we can resolve this matter. 

   

  Customer Answer

  Date: 04/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Arivo Acceptance LLC requested photos of the subject vehicle via BBB. I in good faith provided the photos to Arivo Acceptance LLC via BBB.

  More importantly after in good faith receiving legal advice.I was informed as follows:(1) The Motor Vehicle Installment Sales Contract created on April 14, 2023 by Bruce Lowrie Chevrolet, INC in INVAILD.(2) The Buyers Guide is a material breach of contract. What was promised was not delievered concerning the "MANUFACTURER'S ORIGINAL WARRANTY" that BRUCE LOWRIE CHEVROLET, INC stated STILL APPLIES on the contract dated April 14, 2023. (3) BRUCE LOWRIE CHEVROLET, INC failed to deliver to me the purchaser a signature from BRUCE LOWRIE CHEVRLOT INC required to Validate the Sales Contract  (4) Per the Sales Contract Dated 4.14.2023 you will see the signature is redacted. On the contract emailed on March 15, 2024 by BRUCE LOWRIE CHECROLET INC to me the purchaser via email you will see the signature on page 4 of 4 of the contract is indeed blank . (5) ARIVO ACCEPTANCE LLC funded BRUCE LOWRIE CHEVROLET $27,903.27 BEFORE the contract was signed by all parties and BEFORE and copy of the signed contract was ever provided to me. BRUCE LOWRIE CHEVROLET INC has NEVER to date. Provided on Sales Contract with a signture from BRUCE LOWRIE CHEVRLOET INC that would bind the contact per the contracts guidelines 

  Sincerely,
  
  ******** ********** ******** *****

  

  Business Response

  Date: 04/12/2024

  Arivo Acceptance works with dealerships to finance cars. Anything pertaining to the dealerships original manufacturers warranty, other warranties, service contracts, or any other type of maintenance sold cannot be enforced by Arivo as we have no control over what the dealerships do as their business practices. 
  Furthermore ******** ************** signed and acknowledged multiple documents on April 14th 2023 including but not limited to. 
  The RISC form 553-TX-eps-14 
  The credit application 
  The Ally GAP contract
  The buyer's order
  The application for Texas title and/or registration form 
  The odometer disclosure statement 
  The agreement to provide insurance 
  
  She also provided proof of insurance through insurance cards. Her drivers license, proof of SSI income, and proof of child support income. 
  The RISC is signed by the dealership representative as well as ******** **************. We have included a photo of the signed contract and are happy to provide any other documentation to ******** ************** upon her request.
  
  

  Customer Answer

  Date: 04/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I will seek legal guidance regarding this matter. The statements submitted by Arvio Acceptance, LLC, I in good faith , genuinely believe are not statements made in good faith and OR are NOT one hundred percent accurate.  I have data of why I allege this claim. This statement is based only in good faith, based upon my first hand experience and documentation that I have as evidence. At this time, Moving forward, I sincerely believe that it is in my best interests to act/respond with the guidance/direction/representation of legal counsel. I have genuinely tried to resolve this matter with Arvio Acceptance, LLC, I believe there is nothing more that I can reasonably do under the current circumstances in order to rectify this matter.  I, appreciate your time concerning this matter. 
  Sincerely,
  
  ******** ********** ******** *****

• Initial Complaint

  Date:02/03/2024

  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.

  Payments inaccurate

  

  Business Response

  Date: 02/04/2024

  We will need more information to address this concern. Stating Payment inaccurate and simply indicating an amount of $30 does not provide any context for us to respond.

• Initial Complaint

  Date:01/15/2024

  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 purchased my car back in sept 2023. I was really excited because I have just cleaned up my credit. It is now January **** and I have paid my car note on time every month since then. Nothing has been reported to the credit bureau. Buying a car is one of the biggest ways people build credit, and its a huge investment. Ive seen other complaints of this with the company and this must be fixed. Im sure if we stopped making payments on time it would affect us negatively so if we make them on time it should have positive results. Other than that I have nothing negative to say, but this is too big of an invest for it not to be reported and shared with the credit bureau. This is what people use to build their lives up.its is important. Please fix this..we are depending on it for our futures.

  

  Business Response

  Date: 01/16/2024

  **********************, we have had some recent technical difficulties in regard to updates being reported to the major credit bureaus. We will relay this information to our credit reporting department and have them initiate a manual update to reflect your account and payment history on your auto installment loan with Arivo. I would allow 5-7 business days for this correction to be made. Thank you

  Customer Answer

  Date: 01/20/2024

  Thank you.this is very important to us. Other than this issue I have been very satisfied with my experience with you all. Thanks for responding 
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/11/2024

  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 paid off my car on 11-24-2023 in full. I would like my credit report updated as paid in full.Thanks

  

  Business Response

  Date: 01/22/2024

  ******, thank you for bringing this to our attention. We have recently updated our systems in regard to our credit reporting process. We will forward this issue to our credit reporting team and have them update your information with the credit bureaus. Please allow 5-7 business days for this process to be completed.

  Sincerely,

  Arivo Acceptance

• Initial Complaint

  Date:12/31/2023

  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.

  My vehicle was repossessed on 12/21, I was having a hard time after maternity leave and my two other children having Covid, I was going to pay the balance in full that day but I got caught up with work and the repossession agent showed up at my door, the repossession company was nice enough to wait until I got ahold of the company Arivo, I offered to pay the balance in full before repo and they said there was nothing they could do. I have been waiting since 12/21 to get my vehicle back and a quote of how much I would need to pay to get it back. I am in distress and I have contacted the company everyday without a clear answer of how much I would need to pay and I know the storage fee for the repossession is adding up each day. I just need help at this point and no one is willing to help.

  

  Business Response

  Date: 01/02/2024

  ********,

  Per our records, you spoke with one of our representatives on 12/29, 90 minutes before our offices closed for the long New Year weekend. You were advised that in order to reinstate the repossessed vehicle we would need additional information along with the required payment from you. You were also advised even after that info is received, it would still take some time to coordinate the process to get you back in the vehicle. The same representative you spoke to on 12/29 attempted to call you on 12/31 with no answer. Today, January 2nd, is the first full day our offices have been open since you last spoke with us on 12/29 and the only communication we have received from you was an online chat at 9 am this morning asking for a payoff balance which we replied back to.

• Initial Complaint

  Date:12/27/2023

  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.

  Purchased a vehicle back in **** was told by **************** and Dealership Salesperson and Dealership Finance Manager that Arivo does report to ************** However, I have emailed and complained every single month that my load is NOT reporting to any of the major credit bureau's. I have been giving the run around. Said they are working on it. Said it will be up within 30days and its now going into 7month's and still have not reported to bureau's. I have to make a complaint every 30days and keep getting the same answer "they are working on it". I just feel this is a breach of contract I am in the middle of purchasing a home. i was told to have my Lender ask what is required and Arivo will write me a letter of my current account information. If you have ever purchased a home you know the last VERY last thing you want is to have an underwriter comb through everything and potentially get denied. Im NOT trying to do that. I have worked to hard NOT to do that. I just feel like i have been giving the run around and now im stuck and still waiting every month for them to report.

  

  Business Response

  Date: 12/27/2023

  Hello ********,

  Arivo is not required by law to report your account to the credit bureaus and it is also not stipulated in the retail installment contract you signed when purchasing the vehicle. Individuals at the dealership you purchased your car from are not employees of Arivo and are not authorized to speak on our behalf in regard to our policies and procedures. We are in the process of working with the credit bureaus to initiate the process of monthly reporting and are dealing with some technical issues that have resulted in some delays. This matter will be forwarded to our credit reporting department to review, but at this juncture there is not a specific timeframe that can be given. If you need documentation of your account status, we can accommodate your request. Please reach us at ************.

  Thank you

• Initial Complaint

  Date:12/09/2023

  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.

  I got my car 2 years ago from a dealership and have been working with arrivo since. This is the first time a problem has occurred which im assuming is due to the transfer to automated. I went to view Credit karma and noticed my vehicle loan had been closed off/removed from my account. I am in good standing with arrivo so i know my account is still active, it made my credit score drop and that should be fixed when the loan is added back to my account.

  

  Business Response

  Date: 12/11/2023

  Hello,
  

  We will notify our credit reporting team about this issue and will have them submit an update to the credit bureaus on the accurate status of your account with **********************.

  Thank you

• Initial Complaint

  Date:11/29/2023

  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 got played into a car that’s only worth 12-14k it’s a 2018 honda accord and i’m being charged well over 28k for this vehicle. the car lot knew i needed a car to get my daughter back and forth to school and me to work yo provide for my family but little did i know this car i got into isn’t worth 30k that they got me for. my car not is 673 a month , and im struggling to pay that now that inflation is way high. its my first car i got by myself and i feel played. they say there’s nothing they can do , i’ve been to multiple car lots and they all said i’ve been screwed into this car and the best this is for me to do a voluntary repo. now arivo acceptance was understandable at first, and i’ve never been told “ we charged late fees “ now i’ve been told that i owe 711$ for one month, when i asked why? i was told “ we have a 36$ late fee and 12$ added on daily for fees and i owe about 100+$ in late fees. “ NEVER been told about late fees from anyone until today. and i’m tired of being in this car note with this expensive note monthly for a 2018 honda, that’s way cheaper then what they sold for.

  

  Business Response

  Date: 11/30/2023

  Arivo is not a car dealership and did not sell the referenced vehicle to the customer. The customer freely entered into a retail installment contract to purchase the vehicle at the dealership - the contract was then approved and funded by Arivo. Late fees and APR are clearly outlined in the contract. It is the responsibility of the borrower to understand the terms and conditions of the contract and complete their due diligence on the vehicle prior to signing the retail installment contract. Any disputes or concerns regarding the vehicle or the sales process would need to be addressed to the dealership where the vehicle was purchased. Arivo would be happy to provide a copy of the retail installment contract if requested.

   

  Customer Answer

  Date: 11/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  i understand you didn’t sell me this car that’ was over priced. but i’m here about late fees that was added up and was never mentioned by anyone who contacted me about my car note. so now i have late fees that should have been mentioned on your workers part if it’s in the contract then that means it should be mentioned everytime they contact me. and it wasn’t, like i said this is my first time hearing about late fees from anyone who works for your company. so 100+ dollars in late fees that should be apart of a conversation when asking about any money, should have been mentioned. but instead it’s just now being mentioned after some late fees have built up. 
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 12/01/2023

  The purpose of the installment contract is to inform the customer of all terms and conditions, including late fees. It is the responsibility of the customer to familiarize themselves with the terms of the contract before signing. 

• Initial Complaint

  Date:11/14/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We’ll I have a truck loan through arrivo acceptance. And noticed one day that my credit had gotten hit for no explainable reason. I did some digging and found that either them or the credit buero that they use has not reported my credit in the last 7 months (attached image shows from April of this year to now November they have not reported anything.) I called arrivo and they gave me an email (**********************) to email them and wait for them to fix it they said 4-6 days so I gave it a week and nothing has changed they said my account should be notated when they attempt to fixed what they messed up on. I have never missed a truck payment and they told me I’m ahead of truck payments, about 800.00 dollars ahead. So I just need to know why they haven’t reported my credit, or their credit company has not reported my credit. I have proof of payments and I’m still getting payments taken out. Any help would be greatly appreciated. Thank you guys. **** *

  

  Business Response

  Date: 11/14/2023

  We received your inquiry in regards to reporting your account to the credit reporting agencies.
  Consumer laws do not require an information furnisher like Arivo Acceptance, LLC (“Arivo”) to report any
  information to the credit reporting agencies. However, a furnisher must ensure that any reported
  information is correct.
  Arivo is switching to a new custom loan management system that includes automatic reporting of
  accounts to credit reporting agencies. We expect to complete the migration within the next sixty (60)
  days. Currently, we are in the middle of quality control testing, and we appreciate your patience during
  this process. The end result will ensure a better customer experience.
  Please check back in sixty (60) days if your account does not appear with your credit reporting agency of
  choice. You may contact us regarding credit inquiries directly at *********************. Thank you for
  your continued support as we strive for excellent service.

  Customer Answer

  Date: 11/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is an ongoing issue for 7 months not just now, I’m sorry to say that switching your credit company is not my problem and should have never hit my credit. In the first place I spent 2 years building it to what it was and because no one wants to report it for 7 months I now got it after being 800.00 dollars ahead in payments. I was going to buy a house and can’t do that with the credit I now have that is not problem my credit issue needs to be resolved, I’ve emailed (**********************) twice now and nothing has been done this is not good. Thank you
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 11/15/2023

  Mr. ********,

  I can see that your CBR dispute was received by our credit reporting department. Per the notes on your account, the disputed information was updated and your account status and payment history should now be up to date with the credit bureaus.

  Thank you.

  Customer Answer

  Date: 11/17/2023

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