Complaints

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

close

Find a Location

Auto Approve, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Auto Approve, LLC

  2860 Vicksburg Ln N Plymouth, MN 55447-1878

  
• 

  Auto Approve, LLC

  233 S Wacker Dr Ste 3900 Chicago, IL 60606-6380

  

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:06/12/2024

  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.

  The reason for this complaint is that Auto Approve provided me the incorrect information that played a factor in deciding what my new car payment would be as they assisted me with refinancing my vehicle. The agent ***** that I believed yall let go shortly after my encounter with him gave me two options. Either my car payment would be $550 or $615 plus a refund of $3,200. I choose $615 and the $3,200 refund. After you all processed the payoff to my old lender I talk to my lender about the refund for the warranty I was suppose to recieve and they told me that my warranty was through a third party. I contacted the 3rd party company and they advise I would qualify for only %50 of the refund I was told.So my issue is that I only received half of the refund that I was told I would recieve. I talk to Auto Approve customer service and was told your agents are only suppose to give estimates/quotes which was not the case. I have spoke to the sales supervisor and he confirmed that I was not advise that it was a quote but the amount I would recieve and it was a mistake on the agent. I have been calling Auto Approve for like OVER A MONTH looking for a resolution. For this month I have been waiting for a callback from Auto Approve legal team which I have not received. All I want is the remainder of my refund and to be compensated for the issue I have had to deal with trying to get this resolved.

  

  Business Response

  Date: 06/20/2024

  Thank you for providing feedback. We have researched the recorded calls and identified that you were quoted an estimated warranty refund of $2,784.47. When our Loan Consultants (LC) begin the refinance process with our customers, they request a copy of the customers retail installment contract in order to calculate the approximate refunds that a customer would receive if they elect to cancel their previous products. We then provide our approximated amount to the customer to let them know that they could get this money back should they move forward with the refinance and cancel their previous products.  Although we can provide an estimate, we cannot calculate the exact amount a customer will receive when they choose to cancel their previous products. We identified that your LC did not make it clear that the potential refund amount was an approximation, and not an exact quote. We sincerely apologize for the misunderstanding, and we are addressing this internally with the *** A member of our team has already been in contact with you, and they were able to achieve a resolution with you. Once again, we sincerely apologize for the misunderstanding. Thank you again for bringing this to our attention.

• Initial Complaint

  Date:05/30/2024

  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.

  I received in the mail a ad for Auto Approve saying I qualified for a payment reduction on my auto loan..I went online and wasn't even finished with info when they called..went thru loan app and next day they called and emailed, said I was approved, just needed to send 4 items, DL, retail agreement, vehicle reg/ins and proof of income(im retired) which I texted all that info..since that approval call, I've reached out everyday via phone and 1 email, and received nothing back, it's been over a week now since process began. I want at very least a credit report correction by this company because their numerous hard checks dropped my credit almost 80 points! And I recommend their business practices be investigated! Thank you for any help in this matter! I have screenshot 3 of their emails stating approved and to call them which I did with no response by my loan consultant and 1 text message with a 2nd loan consultant ***********************.

  

  Business Response

  Date: 06/07/2024

  Thank you for providing feedback. Excellent customer service is one of our top priorities, so we apologize for any difficulties you have experienced in getting in touch with your Loan Consultant. Based on information available on the individual credit reporting agency websites (e.g., TransUnion, Equifax, Experian), that type of change in your score is not consistent with what you should expect to see with a recent refinance. We recommend that you contact the credit reporting agency to further investigate what may have caused this change in your score. We identified that your Loan Consultant has reached out to you directly and has set an appointment with you to proceed with the refinance. Thank you again for bringing this to our attention, we sincerely value you as a customer!

• Initial Complaint

  Date:05/07/2024

  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.

  I took my vehicle in for repairs and they denied the repair and refused to have a tech to respond to the repair shop and would not provide service tech information as to their knowledge of mechanical engineering and services of the denying representative

  

  Business Response

  Date: 05/13/2024

  Thank you for providing feedback. We have been in contact with you directly and identified that the issues listed are not services that are performed by Auto Approve. A member of our Compliance Team was able to point you in the direction of the company you would need to contact regarding your concerns. If you have any additional questions or concerns, please feel free to reach out to them at the number they provided. Thank you.

• Initial Complaint

  Date:04/10/2024

  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.

  I purchased a car from carmax in **********, ****** approved my loan through their own lending company. I did not know at the time but my interests rate was nearly 3 times higher than the national averages at the time. After busying the car from Carmax at over 15% interest. I received a letter from auto approve saying they could refinance my loan for a cheaper price. They were able to get me a lower interest rate, somewhere around 3-5%. Last October I total lost the vehicle and began to file a claim through my insurance company. There was about a $10,000 difference in what the insurance company valued the car at vs what carmaxs loan for the car was. This is why I have GAP coverage through auto approve. I have been working with auto approve since December, trying to get them to pay the gap costs. *** been unsuccessful at finding a resolution working with a *******************************. When GEICO paied for there part of the car they actually did a large amount of leg work to gather information with me to ensure that it was taken care of in a timely manner. Auto approve refuses to contact anyone other than myself when requesting insurance documents and information. In addition to not helping me file my gap claim they have taken months to do nothing. My accident happened in the end of October, I filed the claim in November, all required information was gathered, by me, by the end of January. February 2nd I received an email saying, Thank you, I have processed your gap benefit, it has been forwarded to the underwriter for review and approval. I have had the loan adversely affect my credit for the last 5 months and I still have yet to hear anything from auto approve. Working with these people has been an impossible feet and I no longer know what to do to get the claim processed.

  

  Business Response

  Date: 04/16/2024

  Thank you for providing feedback. We researched your account and identified that we provided you the necessary documents to process your GAP claim the same day you called in and requested it. Once we received your documents, they were promptly sent the same day they were received to our GAP provider for processing. Unfortunately, the time it takes for them to process the claim is not something that we can control. We reached out to our GAP provider and confirmed that they processed the claim and sent the check to your new Lending Partner on 4/11. A member of our Compliance Team has been trying to reach you to provide this information to you. They will continue to try to reach you, but please feel free to reach out to them at any time that is convenient for you at the number they provided. Thank you.

  Customer Answer

  Date: 04/18/2024

   I am rejecting this response because:
  
  You did not process my claim when I sent the information to you or it would have been processed in February. Ill take this review down in 3 months. Just like my credit was affected 3 months due to your companies negligence. 

• Initial Complaint

  Date:04/01/2024

  Type:Order 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.

  Never received a copy of the contract (docusign) 03/15/2024 despite numerous requests. Auto Approve doe not return calls or texts.

  

  Business Response

  Date: 04/09/2024

  Thank you for providing feedback. Excellent customer service is one of our top priorities, so we apologize for any difficulty you may have experienced in getting answers to your questions. All of our customers are emailed a copy of their loan documents directly from DocuSign after they sign them. If you did not receive them, you may want to check your spam folder as they are sometimes directed there in error. A member of our Team has already been in contact with you directly, and will remain in contact until your concerns have been resolved. Thank you.

• Initial Complaint

  Date:01/17/2024

  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.

  About one month ago I refinanced my vehicle with Auto Approve. ***** saw that when I bought my vehicle I purchased an extended warranty with the **** dealership, he said he could get me one cheaper and a little bit better and that I just need to cancel my existing warranty, go to **** and theyll write me a prorated check. I went to **** and they told me that 1, it takes about 6-8 weeks to get reimbursed. 2, they need to see the warranty to see if they accept it and if they do its possible there could be out of pocket expenses, ***** never said anything about this. I contacted Auto Approve to get a copy of my warranty and they said to contact ***** to get the warranty. *** left four messages with him and he never responds. I called today and spoke to someone and told them about my dilemma and they said let me transfer you and lo and behold they transferred me to ***** and it went to his voicemail. I hung up because Im tired of leaving messages. I called back and asked for ****** boss. I was put on hold for a little and was then told ****** boss will call me back within a couple hours. That never happened. In the meantime Im paying for two extended warranties.

  

  Business Response

  Date: 01/18/2024

  Thank you for providing feedback. Auto Approve makes excellent customer service one of our top priorities, so we sincerely apologize for the difficulties you experienced in getting in touch with your Loan Consultant. All of the information regarding the optional products you elected to include, such as GAP and Warranty, is included in the loan documents package you signed. All customers are emailed a copy of their loan documents directly from DocuSign after they sign them. You noted that you had not received them so you may want to check your spam folder as it will sometimes be directed there in error. We identified that one of our Sales Managers has already been in touch with you directly, and they were able to address all of your concerns and answer all of your questions. They also emailed you a new copy of your loan documents package, which includes all of the documents you signed, including the ancillary product documents. If you have any additional questions or concerns, please feel free to reach out to them at the number they provided you. Thank you.

  

  Business Response

  Date: 01/18/2024

  Thank you for providing feedback. Auto Approve makes excellent customer service one of our top priorities, so we sincerely apologize for the difficulties you experienced in getting in touch with your Loan Consultant. All of the information regarding the optional products you elected to include, such as GAP and Warranty, is included in the loan documents package you signed. All customers are emailed a copy of their loan documents directly from DocuSign after they sign them. You noted that you had not received them so you may want to check your spam folder as it will sometimes be directed there in error. We identified that one of our Sales Managers has already been in touch with you directly, and they were able to address all of your concerns and answer all of your questions. They also emailed you a new copy of your loan documents package, which includes all of the documents you signed, including the ancillary product documents. If you have any additional questions or concerns, please feel free to reach out to them at the number they provided you. Thank you.

  Customer Answer

  Date: 01/18/2024

   I am rejecting this response because: Its an okay response but Im still not happy. I feel like they are putting a blame on me for not checking the docusign items. I went back to them when I found out that the warranty ***** sold me might not be accepted or may have out of pocket costs . When I went back to the documents it said they were no longer available, thats when I tried to reach out to him to get it re sent so I dont continue paying for two extended warranties (which I still am and Im sure I wont be reimbursed because of ****** failure to respond to me) . I talked to someone there on Monday or Tuesday and the person I spoke to I told them I wanted to talk to ****** boss and I was told they would call me back within a couple hours and that never happened. Finally yesterday I got very short and ***** when I called and finally got ******* to get me what I needed, it took all of about 2-3 minutes, why couldnt ***** do that? And to clarify, it was me contacting them, not them contacting me. Also, I got an email, I forget if it was them or BBB that said after my complaint someone will be contacting me, that didnt happen either. 
  
  
  

• Initial Complaint

  Date:01/12/2024

  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.

  I received a mail piece about calling for lower rates guaranteed. I searched Auto Approve on the BBB and saw good results. I proceeded to unfreeze my credit report because they told me everything looked good. My credit was hit and dinged immediately and yet I did not hear back from anyone who I talked with (a week later still heard not a thing). No response to text messages or emails. I do NOT recommend this company as they ding your credit score and refuse to communicate.

  

  Business Response

  Date: 01/16/2024

  Thank you for providing feedback. Excellent customer service is one of our top priorities at Auto Approve, so we sincerely apologize for the time it took for you to receive an update regarding your application. Based on our review, it appears that our team was still trying to determine if we could meet your goals for the refinance but someone should have contacted you earlier to explain the current status of your application. Again, we are sorry that happened and it is being addressed internally. The terms that are provided in any pre-qualified offer are not guaranteed; they are subject to factors such as the value of the vehicle, total amount financed (loan to value), etc. information we obtain during our initial interview with the customer.  The fact that the offer is subject to certain restrictions is included in the Terms and Conditions of Offer section of the marketing materials you received.  We are sorry that we were not able to assist you with your refinance. Your account has been placed in opt out status, per your request, so you will receive no further communications from Auto Approve. If you have any additional questions or concerns, please reach out to us at ******************************** and someone will be happy to assist you. Thank you.

  Customer Answer

  Date: 01/17/2024

   I am rejecting this response because:

  They were very quick to have me lift my freeze and run the credit the SAME day I called.  Then a week later, when I mysteriously did not meet their approval, they dropped the ball and NO ONE contacted me.  This business is a SCAM and I want the points back on my credit report.  They misled and lied.
  
  

  
  

  

  Business Response

  Date: 01/22/2024

  We appreciate the opportunity to further address your concerns. We have reviewed the recorded call again and we identified that you were read our credit authorization statement, asking for authorization for our Lending Partner (**) to perform the hard inquiry in order to provide a firm offer of credit.  When asked if you provided authorization to perform a hard inquiry, you replied Yes. Shortly after, you asked if you needed to remove the freeze in order for our **s to perform the hard inquiry. You were informed that yes, you would need to do so, and then the Loan Consultant asked again, to be sure, Was that a yes to the hard inquiry? to which you, again, replied Yes.  According to our records, you provided authorization for the hard inquiry at approx. 3:00 p.m. (CST) on Friday, January 5th.  Our team submitted your application to a potential ** later that same day. When it was determined on Monday, January 8th, that the ** could not assist you with your refinancing goals, the application was reviewed again to determine if there was another ** to whom it could be submitted for consideration. You reached out on Tuesday, morning, January 9th for an update but did not receive a response until January 11th, at which time you were advised that we were unable to find a ** who could assist you. We apologize again for the delay in providing an update and this has been addressed internally.  Despite the delayed update, we have no basis for requesting the removal of the hard inquiry as proper authorization was obtained and we cannot request the removal of a hard inquiry on the basis that we were unable to obtain an approval from one of our **s. We pre-qualify our customers based on our **s criteria but they have their own underwriting teams who make the final decision.  If you wish to discuss your concerns in further detail, please reach out to us at ******************************* or call us at ************ and someone will be happy to assist you. Thank you.

• Initial Complaint

  Date:01/08/2024

  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.

  I am a disabled US Veteran: I received a letter from the business stating they could lower my payment by over $100. Therefore, I called to refinance our new auto loan, and the representative I spoke to was ***********************. On December 9th, I provided my social security number and emailed documents containing sensitive information about the current loan. I was told I would hear back in a couple of days.After over a week of not receiving any response, I called and left multiple messages with *****, in addition to sending multiple emails, but I have not received a call or email in return. Despite providing sensitive information, there has been no courtesy in updating me on the status of my loan. I then called and asked for a supervisor, and I am still waiting for a call back. These individuals seem to care less about customer service. I strongly advise against doing business with them.

  

  Business Response

  Date: 01/12/2024

  We appreciate the opportunity to address your concerns.  We would first like to thank you for your service.  We have researched your account and did find that you did not receive timely updates on the status of your refinance inquiry. We are very sorry that happened. We strive to make excellent customer service a top priority so we are very sorry that was not your experience. We do want to assure you that Auto Approve follows all regulations regarding the security of confidential consumer information and we do not share or sell customer data it is used solely for the purpose of the refinance process.  A new Loan Consultant was assigned to your account and reached out to you directly. We are sorry we were not able to assist you with your refinance at this time, but it appears that we may be able to assist you in the near future. We also identified that one of our Sales Managers has already reached out to you directly to discuss your concerns. If you have any additional questions or concerns, please reach out to them at the number they provided. Thank you again for bringing this to our attention. 

• Initial Complaint

  Date:12/20/2023

  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.

  Writing to formally express my dissatisfaction with the service I have received from AutoApprove and to urgently request an immediate resolution to my ongoing issue and appropriate compensation for the inconvenience and financial impact it has caused. Summary of the Incident: Unresponsiveness and Delayed Communication: Since my refinance application process began in October 2023, I have consistently faced significant delays and a lack of responsiveness from your team, particularly from *********************** and *********************************. Despite multiple follow-**** my requests and inquiries have often been ignored or inadequately addressed.Unauthorized Credit Inquiry: My credit was hard-pulled without my explicit authorization, which is a severe concern and breach of trust. Refinance Process Complications: The refinance process has been fraught with complications, including the need to redo documents and find a new lender, without clear communication or guidance from your team. Refund of Down Payment: My repeated requests for my initial down payment refund have been met with silence or vague responses. This has not only caused financial strain but also significant distress. Requested Actions: Given the severity of these issues, I am requesting the following actions to be taken immediately: Speedy Processing of My Case: I expect a prompt and efficient resolution to the ongoing refinance process. This includes clear and regular updates until the matter is fully resolved. Full Refund of My Down Payment: Immediate processing of my initial down payment refund, with a clear timeline and confirmation of the transaction. Compensation: In light of the inconvenience, financial impact, and distress caused by these issues, I am seeking fair compensation. This should reflect the severity of the situation and its impact on me. Documentation: I have retained all text messages and email correspondence related to this matter and am prepared to provide them upon request to support my claims.

  

  Business Response

  Date: 12/28/2023

  Thank you for providing feedback. We have confirmed that your refund for your down payment has been processed and sent to you. We apologize for the delay in processing the refund.  We have confirmed that we did properly obtain your authorization for a hard inquiry to obtain a firm offer of credit from our **************** and your Loan Consultant (LC)submitted the application to a second Lending Partner based on the hard inquiry authorization that you had provided. We would like to note that your LC was acting in good faith when the application was submitted to a second Lending Partner in an attempt to get your refinance approved. We do, however, apologize for any misunderstanding and have requested either the removal of the second hard inquiry or that it be changed to a soft inquiry (which does not impact your credit in any way and is viewable only by you). We apologize for the unexpected delays in the process and that the communications were not as consistent or clear as they should have been.  A member of our Compliance Team will be reaching out to you directly to ensure that all of your concerns have been addressed. Thank you again for bringing this to our attention.

• Initial Complaint

  Date:12/18/2023

  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.

  me and my wife received a mailing offer too refinance our auto loan too a cheaper rate we spoke too them and they said they would have too do one hard credit pull and then check with there lenders within there net work so a day after that i get a notice from credit wise that showed auto approve lenders did more hard pulls on my credit whick damaged my score i reached out too auto approve and till now no response..

  

  Business Response

  Date: 12/21/2023

  Thank you for providing feedback. We identified that your application was only submitted once to one of our ***************** Any additional hard inquiries you may see on your credit report could not be from one of our ***************** A member of our Compliance Team has already tried to reach you via phone, text, and email to discuss this with you. If you wish to discuss your concerns in further detail, please reach out to them at the contact information they had provided you. Thank you.