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.

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  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:07/28/2023

  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.

  I have been trying to finish the refinance process through Autoapprove that began last October. The company seems exceptionally inept. They requested the same information (insurance, VIN, registration, license, et al) approximately four or five times, and I repeatedly sent the information I had previously sent. Ten months later, they demanded a "perfected title," and gave me no information about from whom I should obtain it. At length, I gave them the purchase agreement for the vehicle and they have accepted that (for now). Now they demand a VIN inspection. ******* DOT no longer does these inspections; I would have to pay someone $150 for the service. I don't know what's going on with them but I've never seen such a clown show.

  

  Business Response

  Date: 08/07/2023

  Thank you for providing feedback. When we assisted you with your finance, all of the information provided to us indicated that the vehicle was titled in *******. We didnt discover that the vehicle was actually titled in ************ until we were trying to perfect your new lenders lien on the title.This created some extra steps in the process in order to complete the title,which contributed to the delay. We sincerely apologize for the inconvenience this has caused. Our *****s Team is working diligently to complete your title as quickly as possible, and one of our Sr. ***** Specialists has been, and will continue to be, in touch with you to work out a resolution. Thank you again for bringing this to our attention. We sincerely value you as a customer!

• Initial Complaint

  Date:07/26/2023

  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 leasing my ***** cx5 through Chase when I decided to finance the car at the end of my lease. I used Auto Approve last December to do so. Fast forward 8 months later making payments on my new loan when I go into the *** to renew my registration. They tell me they cannot renew my registration without an updated Title as it was still showing *****. I have called the credit union the loan was through only to find out the issue is with the work auto approve did. They have been sitting on my file for 8 months without trying to fix the problem they created. I have not been able to drive the car for the last couple of weeks and they have said they submitted the correct paperwork now to get this resolved but that they are waiting on the ** *** for their processing which could take 20 days. They could have done this how many months ago?!?!? They have left me high and dry now for would could be a month and a half of not being able to use my vehicle that I am paying for. This is outrageous and all I have received is a sorry. Im unable to drive my car because of them-not from something I did. I have provided everything they have asked for including reaching out to them when I received a letter in the mail saying they needed me to contact them. When I contacted them the person on my file said I was all good and they had things handled which obviously now I know was a lie. They explained I could drive the car and have them pay for any fines if I were to get pulled over. Yet I would not only have fines I would risk my car being impounded in a lot until they can provide proof of registration to remove the vehicle.

  

  Business Response

  Date: 07/31/2023

  We appreciate you taking the time to let us know about your concerns. We identified that the delay was caused due to an administrative error. We have addressed this error internally and sincerely apologize for the inconvenience it has caused. Our Titles Team is working diligently to ensure that your title is completed as soon as possible. Additionally, we identified that one of our Senior Titles Specialists has been in contact with you to achieve a resolution to your concerns regarding your auto loan payment and any potential out of pocket costs associated with the lien perfection delays.Please reach out to him if you have any additional questions or concerns. Thank you again for bringing this to our attention. We sincerely value you as a customer!

• Initial Complaint

  Date:06/22/2023

  Type:Delivery 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 promotion in the mail about refinancing my car; called the number and spoke with a representative who took all my personal information and assured me that I would receive a response within 2-3 business days. It has been weeks and I have not received any response or information regarding the refinancing. I have contacted the agent several times via text, phone, and email with no response from him. When I call ************** I keep getting disconnected. Not sure if this company is legit and very concerned that they have my personal information.

  

  Business Response

  Date: 06/28/2023

  We appreciate the opportunity to address your concerns.Excellent customer service is a top priority of ours at Auto Approve, so we sincerely apologize for the delays in hearing back from your Loan Consultant.We reviewed your account and determined that there was an administrative error that resulted in the delay in your Loan Consultant getting back to you. We are not aware of any issues with our phone system that would have resulted in your calls being disconnected but are sorry that you were not able to reach someone. One of our Sales Managers has made multiple attempts to reach you (has left voice mail messages, etc.) but has been unsuccessful. We would love the opportunity to address your concerns with you directly. If you wish to discuss your concerns in further detail, please reach out to the Sales Manager at the number he provided. You may also contact our **************** team at ************ and ask to be connected to a Sales Manager. Thank you again for allowing us to respond to your concerns; we sincerely value you as a customer!

• Initial Complaint

  Date:06/05/2023

  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.

  I did not authorize a hard inquiry into my credit, yet one was done.

  

  Business Response

  Date: 06/09/2023

  We appreciate the opportunity to respond to your concerns. We reviewed the recorded calls and identified that the following credit authorization statement was read to you:
  Before we can perform a prequalification inquiry on your credit report, I need your authorization. This soft inquiry will be viewable only by you and will not impact your credit score in any way. If you decide to proceed with an application, our lending partners must review your credit to provide you with a firm offer. Their review will appear as a hard inquiry on your credit report. Do you provide authorization for Auto Approve, and its lending partners, to review your credit profile for the purposes I have described? We identified that you had replied Okay after the Loan Consultant (LC) finished reading that authorization statement. Additionally,at the conclusion of the call, your LC said Thats all I needed here. So, what Ill do now is Ill go ahead and submit this over to our lending partners so we can get an offer here. We have been trying to reach you so we could play the recording of the applicable portions of that phone call for you but have been unsuccessful. We will continue to try to reach you but you may also respond to the text or phone message left by a member of our Compliance Team and we will be happy to play the call for you, if you wish. Thank you again for giving us the opportunity to address your concerns.

• Initial Complaint

  Date:06/05/2023

  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 received multiple pre-approval letters to refinance my auto loan. On May 17, I called the number on the letter and spoke to someone claiming to be *****************************. She asked some basic info and said I qualified for a refinance. She transferred me to a loan person by the name of *************************. I provided the additional requested info. He told me that only a soft credit report would be pulled that would not affect my credit report but there is a new credit inquiry on my report. He text me his contact info and said I would hear from him within 48 hours. I've called and text him at the number provided and have never heard from anyone at the company. I believe this company is fraudulent and running a scam. Possibly identity theft too!

  

  Business Response

  Date: 06/09/2023

  Thank you for taking the time to provide feedback. We reviewed our recorded phone calls and confirmed that a credit authorization statement was read to you, to which you replied yes, granting permission for our Lending Partner to perform a hard inquiry in order to provide you with a firm offer of credit.  A member of our Compliance Team reached out to you to confirm that authorization was provided and that you were informed that an application was being submitted, which you acknowledged.We did confirm the gap in follow up that you referenced and determined that it was the result of a miscommunication between employees. We sincerely apologize for the inconvenience. You have been in communications with your Loan Consultant and it appears your application was recently approved. We greatly appreciate you giving ** the opportunity to continue to help you reach your refinancing goals. If you have any additional questions or concerns, please feel free to reach out to ******************* member at the number they provided. Thank you again for letting us know about your experience!

• Initial Complaint

  Date:05/12/2023

  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 had my Jeep refinanced with Auto Approve last October and they were supposed to take care of my new registration for me. Ive been following up repeatedly about my registration and receive delayed responses and never a direct answer of why I havent received my registration yet or where they are in the process. My last request for an update was completely ignored. My current registration expires in June and I HAVE to have my new one before then. They have my title so I cant even go to the *** and just take care of it myself! Its been 7 months of repeatedly asking for someone to take care of this! I am desperate at this point for someone finalize the process before I end up not being able to drive because I dont have a registration!

  

  Business Response

  Date: 05/15/2023

  Thank you for taking the time to provide feedback.  We are very proud of our customer service, so we sincerely apologize for the difficulties you experienced trying to get answers to your questions. A member of the team has been in contact with you and explained the remaining items needed to complete the process. The team also provided a pre-paid *** label for the items to be returned. The team addressed your concerns internally as well and your account has been reassigned to a senior member of the team. The team is working diligently to complete your order as quickly as possible and will provide routine update. We greatly appreciate the opportunity to address your concerns. Thank you.

• Initial Complaint

  Date:05/01/2023

  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.

  The customer service for this company is **** POOR. I called on April 18 as a result of a pre-approval that I received in the mail. The man I spoke with was nice and asked for the information needed to proceed. I needed to provide me with a vin number and mileage so he stated he would be sending me a text after the call to provide that information in order to proceed. I never received that text. I called back a few days later and the phone was just ring. You would think as a business it would give you options to select however, at that time it did not. I keep calling until I was able to get someone on Apr23. This gentleman stated he did not see my account and just forwarded me to the voicemail of the person I was speaking to before. April 24th I was able to speak with a young lady who actually did her job and was able to enter in the info needed and gave me the number for a ********************************* as my Loan Consultant he would be the person providing me updates moving forward. I called ******** 3 times after I was informed that a hit was made to my credit to get an update and he NEVER returned or responded to any of my calls. I had to call the 800 number to speak with another representative who did nothing until I finally called back on 5/1 and spoke with a guy who actually took the time to tell me the results the findings. As a consumer, I should not have to call for two weeks just to get an update of what you should be telling me. Most reps don't seem to know anything going on with the accounts , yet when I call and get someone else I was able to be provided in depth with the information needed. The customer service is horrible and it leaves you wondering WHY would I do business with this company if I can't get a response on status. WHY would I put my vehicle and money with these people who cant seem to understand the simple concept of customer service, reliability, informing the customer, returning phone calls. It makes you feel like you gave your info for a scam.

  

  Business Response

  Date: 05/09/2023

  Thank you for providing feedback. We strive to provide the best customer service possible so we are so very sorry that you experienced difficulty getting answers to your questions. We determined that your assigned your Loan Consultant made an administrative error in our system that resulted in you not receiving a return call, as you should have. We sincerely apologize for this error and we are addressing it internally. We were able to determine that proper credit authorization was obtained from you prior to the application being submitted to one of our lending partners to review.  Unfortunately, we were simply not able to obtain an offer for you that met your refinancing goals. Again, the results of the application should have been communicated to you, as is our practice, but the error by your Loan Consultant resulted in you not being contacted. A member of our Management Team spoke to you regarding this matter and it was noted that your concerns have been addressed.  If you have any additional questions or concerns, please reach out to ** at ******************************* and someone will be happy to speak with you. Thank you.

• Initial Complaint

  Date:04/13/2023

  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.

  I refinanced with Auto Approve my existing $18,322.87 loan with Ally in November 2022. My contact at Auto Approve was ***************. He told me the fees would be included in the new loan amount, which is $*********. Pen Fed is t b e new lender. On November 12, 2022, Pen Fed electronically sent "********* to Auto Approve. The loan payoff amount of $17,509.03 was sent to Ally on December 1, 2022. The reason the payoff was not higher is when i purchased the auto from ******************, they required a cash downpayment of $2,300. I did not have that money to make tbe down payment, so I bad to borrow $2,300 by using my credit card. I am still paying on this thru my credit card. The difference between the $********* sent from Pen Fed to Auto Approve and the $17,509.03 sent be Auto Approve to pay off tbe Ally loan is exactly $2,300. I have left numerous messages requesting a call regarding this both with *************** and his supervisor, *************************. I have not received a call. Where is my $2,300?Please have Auto Approve send me my money.Thank you.******************* **********. **********************

  

  Business Response

  Date: 04/21/2023

  Thank you for providing feedback. We have identified that one of our Sales Managers has reached out to you directly to explain the breakdown of amount financed. They have indicated that you were satisfied with the explanation, and additionally, they are assisting you with cancelling your optional product. If you have any additional questions or concerns, please feel free to reach back out to us and someone will gladly assist you. Thanks.

  Customer Answer

  Date: 04/21/2023

   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.

• Initial Complaint

  Date:04/10/2023

  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.

  I received a letter from Auto Approve saying they could lower my payment by $92 a month and skip 3 months of payments. I went online and gave them my personal information including my social and not only have I not heard back but no way to check since I am not registered on the online. This company has my personal information to whatever they want with it and no communication or ability to check status. I want to know the status and have someone accountability for having my person information as I fear it is now in the hands of a not legit company.

  

  Business Response

  Date: 04/10/2023

  Thank you for taking the time to provide feedback. At Auto Approve, excellent customer service is one of our top priorities. Based on our records, your assigned Loan Consultant did try to reach you a few different times (e.g., in the evening on April 6th and again in the morning on April 7th) but was unsuccessful. They did not try again over the weekend but did reach out again today, March 10th, , leaving a voicemail message and sending you a text message with their contact information.  In terms of the information you provided as part of your inquiry, Auto Approve does not share or sell customer information and we do not use anyones personal or private information for any purposes outside of the refinance. We also implement the strictest information security measures available.  We would love to assist you with your refinance so please feel free to respond to your Loan Consultant when you are ready to proceed. Thank you again for sharing your experience, we sincerely value you as a customer!

• Initial Complaint

  Date:04/07/2023

  Type:Order 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 received a solicitation in the mail to refinance my auto loan and lower my payments. AutoApprove was initially very effective with communication and assisting. I was approved through PenFed and AutoApprove informed me that I would have the same warranty, gap coverage and have a 60 day waiver on payment. With a reduction in the payment.Great!I noticed on the docusign contract that the payment was not delayed 60 days. I inquired and was told by *************************** that he would have them correct the date and I would not need to sign a new contract, to simply proceed. Which I did. However, now the date is still not corrected with PenFed and I am told by AutoApprove it is doubtful it will change. I was misled on this information and would like a resolution.

  

  Business Response

  Date: 04/17/2023

  We appreciate the opportunity to respond to your concerns. We researched your account and listened to the recorded calls and have determined that your assigned Loan Consultant should have made it clear that you were approved for a first payment date of 45 days from the contract date and not 60 days, as initially discussed. This was not done with the intent to misleadyou but was instead an error made by your Loan Consultant in correctly communicating the date your first payment would be due under the refinanced contract.  A Sales Manager has reached out to you to discuss your concerns and indicated that you did not have any further questions. If you have any additional questions,please reach out to us at ******************************* and someone will be happy to speak with you.  Thank you again for allowing us the opportunity to respond to your concerns. 

  Customer Answer

  Date: 04/18/2023

   I am rejecting this response because:  You admit that even your recordings show that ***************************** informed me incorrectly.  Do take time to see that he did not just tell me this one time.  He repeated it and even said he would remind PenFed and I would not need to re-sign documents.  This shows a pattern and I am not satisfied with the response.  I continue to believe that AutoApprove has some liability due to me being misinformed multiple times.  The date I signed the contract + 60 days should be my due date.  If you cannot change it with PenFed (which is likely) then you should compensate me for the cost.  Thank you again.
  
  
  

  

  Business Response

  Date: 04/24/2023

  We are, unfortunately, unable to change your first payment due date with PenFed. Again, we sincerely apologize for the inconvenience caused by the administrative error made by your Loan Consultant. One of our Sales Managers reached out to you to discuss a proposed resolution and an agreement was reached that was acceptable to you. If you still have any questions or concerns you would like to address, please feel free to reach back out to us and someone will be happy to speak with you. Thanks.

  Customer Answer

  Date: 05/02/2023

   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.