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:11/02/2023

  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 purchased my vehicle from a reputable dealership, so I thought, in June 2023. Arivo Acceptance is my lienholder. It is now November 2, 2023 and my vehicle loan has not been reported to the credit bureau. It is killing my credit score because it looks like I have no vehicle loan, and my credit is being under utilized. I have called and emailed Arivo Acceptance not one return phone call not one return email about this issue. Ive now called the dealership trying to get some assistance there. I spoke with an attorney and he told me that it sounds like my car may have been a stolen vehicle And re-sold and theyre having issues with the title. I have no idea whats going on but to have absolutely no answers and to now have to be faced with spending thousands upon thousands of dollars with an attorney to figure out whats going on with this finance company is ridiculous ! Im frustrated Im stressed because I have no idea where my payments are going to because my car has not been reported to the credit bureau. I cant get my vehicle refinanced because it looks as though I have no loan, do I have a loan, at this point I dont know ! I need some assistance. I need some real help and guidance.

  

  Business Response

  Date: 11/03/2023

  ****************,

  You do have an active account in good standing with Arivo and your payments are being applied to your account on the ***** CX-5. Any issue directly related to the vehicle would have to be discussed with the dealership. In regard to your credit reporting, we will advise our credit reporting team to update your account with the three major credit bureaus. Please allow up to ************************************************************************************************ regard to any reporting errors on your report.

  Thank you

• Initial Complaint

  Date:07/19/2023

  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 was financed for a vehicle through Arivo Acceptance LLC in March 2023. I called the company for a voluntary surrender and they refuse to pick up the vehicle. The loan is secured by property and if the loan is defaulted on, the property is to be repossessed. The company has stated I must keep the car and is liable for making payments. I cant and will not make the payments and if it means I have to file Chapter 13 and have the courts to order Arivo to pick up the vehicle, I will. I have never seen such bullying practices from a company in my life. I want them to pick up the vehicle.

  

  Business Response

  Date: 07/19/2023

  The vehicle in question is simply collateral on the retail installment contract that was signed.  Arivo is under no obligation to pick up the vehicle and reserves the right to pursue any applicable default remedies outlined in the contract.

• Initial Complaint

  Date:06/15/2023

  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.

  Arivo is refusing to give the ************ Marshall county **** a title for my vehicle as per requested by the dmv via email. Arivo keeps saying they want something different and still refusing to give a title.

  

  Business Response

  Date: 06/16/2023

  This is incorrect.  Arivo never refused to send a title to the Marshall County ***.  All that was required was for the *** to send a state transfer request form to us, which was received yesterday.  As of yesterday, the title was overnighted, along with the state transfer request to the Marshall ******************************** *** tracking number is 1ZV118821390391160

• Initial Complaint

  Date:03/29/2023

  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 a car through a dealer on 1/26/23 and Arivo financed it. I completely paid the car off on 2/22 prior to the first payment even being due. I was told at that time that my GAP and Extended Warranty that was REQUIRED to buy to get the loan would be automatically refunded to me. That I should receive the check and title within 30 days. I got the title - no refund. I called back and was told that they needed to contact the dealer as it all was to be done through them. I called back a few days later and was told I HAD TO WORK WITH THE DEALER TO GET MY REFUND. If I knew that it would had been done 5 weeks before ! I worked with the dealer and they are prepared to send a refund check to me finally on 3/29. I am now told by the dealer that as a courtesy they contacted Arivo and was then told the check now needs to go to YOU FIRST then sent to me !!!!! WHY THE RUN AROUND? I am no longer a customer of yours - it's my money !!!!! YOU ARE THEIVES !!!!!

  

  Business Response

  Date: 03/30/2023

  Tell us why I purchased a car through a dealer on 1/26/23 and Arivo financed it. I completely paid the car off on 2/22 prior to the first payment even being due. I was told at that time that my *** and Extended Warranty that was REQUIRED to buy to get the loan would be automatically refunded to me. That I should receive the check and title within 30 days. I got the title - no refund. I called back and was told that they needed to contact the dealer as it all was to be done through them. I called back a few days later and was told I HAD TO WORK WITH THE DEALER TO GET MY REFUND. If I knew that it would had been done 5 weeks before ! I worked with the dealer and they are prepared to send a refund check to me finally on 3/29. I am now told by the dealer that as a courtesy they contacted Arivo and was then told the check now needs to go to YOU FIRST then sent to me !!!!! WHY THE RUN AROUND? I am no longer a customer of yours - it's my money !!!!! YOU ARE THEIVES !!!!!here...

   

  ******************,

  Thank you for reaching out.  I regret any inconvenience you've experienced due to delays in receiving your *** refund.  I would first like to mention that *** coverage and an Extended Warranty are definitely not required by Arivo for us to finance your vehicle.  These are products that the dealership sells and makes a profit on, so if you were told that, the dealership misinformed you.  We initially emailed the dealership, *******************, on 2/24, requesting a refund of the unearned *** premium.  We emailed ******************* again on 3/9 inquiring as to the status of the refund.  We reached out a third time on 3/21, again inquiring about the status of the *** refund, and once more on 3/29 when we called ******************* and advised them that per ***** state law, *** cancellation refunds need to be sent by the dealer to Arivo, the lienholder. I don't see a record of the dealership contacting Arivo as a courtesy.  From the notes on your account, Arivo reached out to ******************* on at least 5 separate occasions regarding the refund following the account being paid off.  To reiterate, Arivo does not sell *** or warranty products - we simply finance the transaction.  Until we receive confirmation from ******************* that the *** premium refund is being sent to us to forward to you, we are not in possession of any funds to refund to you. I would recommend discussing with ******************* why you were told it was an Arivo requirement for you to purchase *** coverage and an extended warranty to qualify for financing, as that is not the case.  

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19869698
  
  I am rejecting this response because the response is untrue. I made the phone calls and have all the documentation for it. Their own customer service told me nobody did anything until after March and then that I had to do it myself. I had to get all the documentation to Driveline-  I had to do all the cancellation documents - I had to make over a dozen calls to Arivo and Driveline pertaining to this and it didn't get resolved until after I contacted a lawyer, BBB and the **** This is manipulative and deceptive business practice on their part. I am now going to be getting the refunds directly from the dealership - no thanks to Arivo. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/31/2023

  We regret if there was any discrepancy between what you were told by an agent and what is documented on the account.  To reiterate, Arivo does not require the purchase of GAP or Service Contracts to finance a vehicle, the fact that you were advised as such by ******************* is concerning. These are products sold by the dealership and as such, in the **************, GAP and warranty refund checks need to be sent from the dealer to the lienholder.  We never received these funds from *******************, hence we were unable to refund money that was not in our possession.  Unfortunately, our efforts to expedite the refund process were not addressed by the dealership in a timely manner and it took you following up with them to eventually receive the refund due.

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19869698
  
  I am rejecting this response because: the company continues to blame Driveline when that is the only people that actually helped and completed this issue in a weeks time when Arivo had many phone calls from and over a month to complete ! 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/03/2023

  We are are pleased Drivline was able to resolve the issue - they were the company that sold you the *** insurance and warranty.  They were also the company that received the funds that were refunded to you. At this point, Arivo has no further information or comment on the matter. 

  Customer Answer

  Date: 04/03/2023

   
  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,
  
  *****************************

• Initial Complaint

  Date:10/07/2022

  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.

  On 9/4/22, I purchased a vehicle at a local dealer that was refinanced by your company. I have not received any information from your company about my new account, which is quite unusual for a loan company. When my payment due date (10/4/22) was closing in, I became concerned and contacted your **************** on 6/28/22. Each time I called, your automated system (AS) informed me that an agent will call me back. I called repeatedly, but my attempts were futile. On 10/5/22, I finally connected with a LIVE **************** Representative (***), by the name of *******************. For the sake of the allotted text limitations, I will shorten this dialogue. In summary, my FIRST IMPRESSION/IMAGE of your company, as it was disdainfully conveyed to me by your ***'s lack of professionalism and dismissive demeanor.-- I AM at fault and accountable for NOT receiving your MAIL (Welcome Packet) and EMAIL correspondence that were sent to me. I AM also at fault and accountable for your problematic AS and for the *staff shortages in your office"- *explanation I was given for the lack of call back . Therefore, I AM ONE day late on payment, in which I have incurred interest, because I have FAILED to RESOLVE the matters above and "there is nothing anyone can do to change this." When asked to speak to a Supervisor, the *** said she "is the ONLY Supervisor and if I call back, other staff will tell me the same thing." When asked to speak with someone higher, she said "they do not take phone calls or will not want to call me back..." I am APPALLED that your company would ALLOW such INEFFICIENCY and undenaibly UNSATISFACTORY service. Especially from a person in a position to lead. If ignored, you are condoning this type of BAD BUSINESS PRACTICE. My payment was remitted over the phone. My email server confirmed that I have NOT received ANY EMAILS from your company and my calls are logged on my phone. I will check with my local *********** for *** timestamped MAIL from your company. Please advise!

  

  Business Response

  Date: 10/07/2022

  *******,

  Thank you for reaching out.  Your concerns are taken very seriously by Arivo and we would like to speak with you further in regard to this matter and make it right for you.  Your experience is of the utmost importance to us.  We will attempt to contact you to personally discuss this issue and determine the steps that need to be taken to rectify the situation.  We appreciate you bringing this to our attention and look forward to speaking with you shortly.

   

  Arivo Acceptance LLC

   

   

   

• Initial Complaint

  Date:09/09/2022

  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.

  My payments are made through a third party. They have given me check numbers of the payments that have been sent to Arivo. Arivo is claiming they are not recieving my payments and will not even attempt to investigate to see where my money is being put.

  

  Business Response

  Date: 09/09/2022

  *******,

  Unfortunately, we have no control over any payments made via third party.  We are unable to investigate another company's process in terms of delivering your payments.  I would strongly recommend enrolling in automatic payments with Arivo, where your payment can be processed electronically.  Having a third-party payment company mail in physical checks is a potentially risky method that *** cause undue delays in your payment being received.  Our service is a free and secure way to remit your payments.  You can reach us at ************ or online at www.arivo.com to set up auto pay.  I would recommend canceling this service with the third party provider you are using.

   

   

   

• Initial Complaint

  Date:09/09/2022

  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 trying to make contact with Arivo via phone and email since my payment due date which was last Friday with no response. On hold for hours, the prompt says to push 1 to have an agent call back, and no calls back. Now ****** emails me saying I am going to be charged late fees. I tried to make my payment on the due date but the website said I have to call. This is getting very frustrating. Does any one work there? I would like for someone, anyone from Arivo to reach out to me. Thank you.

  

  Business Response

  Date: 09/09/2022

  ******,

  We regret any inconvenience the delay in communication has caused you.  We see that you were able to reach one of our customer service representatives this afternoon and have arrangements in place.  We appreciate your business and thank you for your patience.

• Initial Complaint

  Date:09/06/2022

  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 personal information was sent out to hundreds of people. I do not feel safe with this company anymore.

  

  Business Response

  Date: 09/06/2022

  Hello

  On 9/2/22, your email address, along with the email addresses of several other Arivo customers were included in a bulk email that was intended to be sent via blind carbon copy. As a result of user error, this email was unintentionally forwarded in a manner that displayed the email addresses of all recipients. Arivo takes its responsibility as stewards of our customers information very seriously, and regret any problems or inconvenience this error may have caused. We place great value on the customer experience and apologize for this oversight. If you have any questions or concerns, please do not hesitate to contact us at ************ or at *********************************.

• Initial Complaint

  Date:09/02/2022

  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.

  On September 2, 2022 I received an email from supposedly the Accounting Manager with Arivo Acceptance in what I thought to be an personal email delivered to myself only regarding my past due account. Yes, things happen and people fall behind however, the email turns out to be a group email delivered to over 20 other individuals regarding the same issue. Everyone affected is very offended including myself and this is a violation of privacy. This matter needs to be addressed and resolved as soon as possible, as I recognized another party's email that also noticed mine. My privacy has been violated and this is very embarrassing and unfair to us.

  

  Business Response

  Date: 09/06/2022

  Hello,
  
  
  Last Friday, your email address, along with the email addresses of several other Arivo customers were included in a bulk email that was intended to be sent via blind carbon copy.  As a result of user error, this email was unintentionally forwarded in a manner that displayed the email addresses of all recipients.  Arivo takes its responsibility as stewards of our customers information very seriously, and regret any problems or inconvenience this error may have caused.  We place great value on the customer experience and apologize for this oversight.  If you have any questions or concerns, please do not hesitate to contact us at ************ or at *********************************.
  
  
  Thank you for your understanding.

• Initial Complaint

  Date:09/02/2022

  Type:Customer Service 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.

  Today on 9/2, I was sent an email from the account manager at Arivo Acceptance LLC about my account. There were about 200 other people copied on that email. People I do not know. This is a violation of my rights and I will be taking further action against this company.

  

  Business Response

  Date: 09/06/2022

  Hello,
  
  
  Last Friday, your email address, along with the email addresses of several other Arivo customers were included in a bulk email that was intended to be sent via blind carbon copy.  As a result of user error, this email was unintentionally forwarded in a manner that displayed the email addresses of all recipients.  Arivo takes its responsibility as stewards of our customers information very seriously, and regret any problems or inconvenience this error may have caused.  We place great value on the customer experience and apologize for this oversight.  If you have any questions or concerns, please do not hesitate to contact us at ************ or at *********************************.
  
  
  Thank you for your understanding.

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17901050
  
  I am rejecting this response because: I want to know what you all are doing to rectify this issue. An apology does not suffice.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/08/2022

  ******,

  We understand your concern and will have a member of our management team reach out to you via phone to discuss the matter further.

   

  Thank you

  Customer Answer

  Date: 09/09/2022

   
  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,
  
  ***********************