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Business Profile

Loans

Auto Use

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/06/2024

    Type:Billing Issues
    Status:
    Answered
    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 am not liable for this debt with lease and rental. This account went delinquent over 7 years ago.

    Business Response

    Date: 07/08/2024

    I have reviewed the referenced loan and in 2019, this loan was in default and over 700 days delinquent. At that time, we agreed to settle with ************** for an amount less than the total remaining balance owed. While the trade line and historical data reporting is accurate, in the interest of customer service, we are going to take the necessary steps to remove the trade line. I will send that request to the appropriate department today but it may take a minimum of 30 days to update on the credit bureaus themselves.

  • Initial Complaint

    Date:04/17/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 am not liable for this debt with ************************************************ I do not have a contract with ************************************************ They did not provide me with the original contract as i requested

    Business Response

    Date: 04/17/2024

    Please contact our **************** Manager, *****************************, at ************** to discuss your concerns. To date, I do not see any attempted requests for a copy of your Retail Installment Contract. He will be able to provide you with any necessary documents that will validate the debt in question. You may also email him directly at **************************************. 

  • Initial Complaint

    Date:08/24/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    In 2020 I purchased my second car from Autouse in ******* after my **** Explorer engine failed without knowledge there was a problem. 2 years later almost to the day my jeep that I had to roll money from previous loan has done the same. The Jeep is a 2016 with only ****** miles. ***** into the life of the car and loan terms. They now want me to pay nearly ****** for a new engine. I have been in a constant battle with this company for a resolution but have no gained any ground or help with the issue. I have only done right by them as well. Never missing a payment as well as keeping up with all maintenance the jeep has needed. Im a father of two in the middle of a move and am getting married in 2 weeks my hands are tied. And am seeking help with this issue.

    Business Response

    Date: 08/30/2022

    I have researched this claim and found that ******************** entered into the lease for this vehicle in August of 2020 and in that time, has put approximately ****** miles on the vehicle. We are the finance company. Over the course of his lease, ******************** has been a good payer and in the interest of customer service, we intend to reach out to him shortly and invite him to come and sit down with us so we can try to arrive at a mutually agreeable resolution. 

  • Initial Complaint

    Date:08/12/2022

    Type:Billing Issues
    Status:
    Answered
    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.

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    business still has not provided requested documentation or contact information.

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    *****

     

     

    course of 12 minutes, the representative continuously ignored my calls and sent them to voicemail after one ring. I do not believe the rep was doing so because she was on another call or away from her desk, because as soon as I blocked my number using *67, she answered and again hung up on me once she heard my voice. She did this several more times. Once I got the redemption manager on the phone she told me that I had to pay not only past due, but current charges and a $375 repo fee. Did not show a shred of compassion or professionalism either, refused to work with me on any of the charges and mocked me. I asked for her managers name and she refused to give it to me until after I paid. I made the payment in full around 12:30pm, and have requested proof of payment be sent to my email, and now at 8:47pm, I have yet to receive proof of payment or ********* managers contact info. Was advised release was sent to impound within ***** mins, but impound did not receive for 3+ hours

    Business Response

    Date: 08/16/2022

    We take the nature of this complaint seriously and are in the process of researching the details contained therein so we will need some additional time in order for us to do our due diligence and be able to articulate a specific response. We appreciate your patience in the meantime.

    Business Response

    Date: 08/17/2022

    Good afternoon,

    I have attached your payment history. There are a total of five (5) transactions. The first two (in red ink) are payments that were returned by your bank. The most recent transaction posted on 08/12/22 for $1,257.44 is amount paid to reinstate your loan and redeem your vehicle. I am also listing below additional contacts should you wish to reach out to us.

    ***************************** - **************** and Collections Manager (and ********'s direct manager)

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

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

     

    *********************** - Vice President

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

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

     

Auto Use is NOT a BBB Accredited Business.

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