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:04/03/2023

  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 was trying to get my car loan payments and this company said that they could help me with that but they are taking to gosh darn long to handle this

  

  Business Response

  Date: 04/06/2023

  Thank you for taking the time to provide feedback. Excellent customer service is one of our top priorities at Auto Approve, so we sincerely apologize for the unexpected delays you experienced. We identified that your assigned Loan Consultant was struggling with how to proceed with certain aspects of your application but failed to reach out for assistance.  We are very sorry that the account was not immediately re-assigned, as it should have been.One of our Sales Managers has already been in contact with you and has provided a resolution to your concerns. Thank you again for sharing your experience with us and for allowing us the chance to address your concerns. We sincerely value you as a customer!

  Customer Answer

  Date: 04/10/2023

   I am rejecting this response because:
  Auto approve was slightly approved by April 1st it needed to be honored ****** bank didn't accept it because the car was too old by one year whose responsible for this ? Please they should've approved this loan refinance 
  
  

  

  Business Response

  Date: 04/20/2023

  We sincerely apologize for the frustration this situation has caused you. We determined that there was an automated update in our system of record where, when your vehicle information was entered, the system automatically changed the year from **** to **** because none of our **************** refinance vehicles that are 20 years old or older. This system change was inadvertently missed by your Loan Consultant so they proceeded to submit your application with the year of the vehicle as ****, which resulted in the approval of the application.  Once the year of the vehicle was corrected, the application was denied due to the age of the vehicle. It should have been communicated to you at that time that we would not be able to assist you with the refinance based on the age of the vehicle. Unfortunately, we are unable to help you refinance your auto loan at this time due to the age of vehicle whether the application was submitted in January, or today. We simply do not have any **************** who will refinance a loan when the vehicle is over 20 years old. Additionally, Auto Approve is not a bank or a lender, so we are unable to extend a line of credit to you for this vehicle (as you had requested). Because we should have recognized that the age of the vehicle would have prevented any of our **************** from approving the application, we will be asking the Lending Partner to whom your application was submitted request that the hard inquiry be changed to a soft inquiry which is viewable only by you and does not impact your credit in any way.  A member of our Compliance Team will be in contact with you regarding the request to change the inquiry and to answer any remaining questions you may have. We hope this clears up any misunderstanding regarding this situation. Thank you 

• Initial Complaint

  Date:02/20/2023

  Type:Product 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 letter from Auto Approve about car payment reduction...I was a little afraid to give them my SS number so I told them I would check them out and call back...the guy gave me his direct line and I called 3 times he won't call back and when I call the number on the paper no one will help me since I already talked to the first guy and they are very RUDE!!

  

  Business Response

  Date: 02/20/2023

  Thank you for providing feedback. Auto Approve is very proud of the excellent customer service that we are known for, so we sincerely apologize that this was not your experience. We are reviewing the calls and communications on your account and will take internal action if necessary. One of our Sales Managers will be reaching out to you directly to address your concerns. Thank you.

  Customer Answer

  Date: 02/20/2023

   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:12/07/2022

  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.

  Auto Approve help me to refinancing my car and at the time they sold me a warranty and they have yet to send me any information on it I have talk to them three times in which they say I will have it in 5 minute but I never received it

  

  Business Response

  Date: 12/08/2022

  Thank you for the opportunity to respond to your concerns.  The warranty contract was included with the refinance contract that was sent to you via email when you signed the contract back in August of 2021. It would have come from DocuSign and may have inadvertently been directed to your spam/junk folder. More recently, it was sent to you via email on December 5th, when you called in to request a copy, and again on December 6th when you called indicating that you had not received the earlier email. Due to the word 'Approve' in our name, these emails may have been directed to your spam/junk folder in error.  We recommend checking that folder. for these emails  We will be sending the documents to you again on December 9th but we ask that you please check your junk or spam folder for the receipt of these emails. If you do not receive the email, please contact our office and we will have the documents sent to you by mail. Thank you  

• Initial Complaint

  Date:12/07/2022

  Type:Sales and Advertising 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.

  Auto Approve promised me 90 days off no payment when I chose their company to do an auto re-finance. On two separate occasions on two separate days, the 90 day timeline was communicated and confirmed to be the date set that my first payment would be due. ******, the loan specialist I worked with, confirmed the 90 day due date as January 25th on our call to confirm details. I then had to call ****** back a few days later to confirm that everything was moving properly as I had not heard from ****** since he received all my documents. ****** indicated that December 11th would be my due date but I reminded ****** that we had agreed to the 90 day due date of January 25th, 2023. ****** remembered and said it was his mistake but that he would fix the information immediately. I received a letter in the mail from the new auto financier, Veridian, towards the middle of November and the letter indicated my first payment would be due December 11th. I called Veridian to ask what happened to the January 25th date and I was told to contact Auto Approve for them to send over the correct information. ****** stated that it was his fault that the paperwork had been overlooked and that he couldn't do much about the date except restart the loan process and my interest rate would go up 1 point as the rates had gone up. I wanted to speak with someone else to remedy the situation and his name was *****. ***** indicated he would call Veridian and call me back by the end of the week. ***** did not reach out to Veridian. ***** did not call me back by the end of the week. I called Monday the following week and ***** would not take my call but rather he text me instead of calling. I called the company on six different occasions and was told I would get a call back but only received one call back. The company's solution is to send me a gift card for half a payment rather than work with Veridian to get the due date changed to the promised date of January 25th. No one tried to fix the situation.

  

  Business Response

  Date: 12/15/2022

  Thank you for providing feedback. We sincerely apologize for the administrative error that caused your first payment due date to be earlier than anticipated. One of our Sales Managers did attempt to work with ******** to change the due date for your first payment, but they were not able to change the date without creating a new contract, which would have negatively impacted your interest rate.  The Sales Manager texted you that information on 12/5. We often send information via text or email so that our customers will have a record of the communication. In an effort to offset the impact of the earlier due date, we sent you a check in the amount of $350.00 on 12/6 to cover a little over half of your first payment. We will also be sending an additional check for $326.77 to cover the rest of your first payment. We sincerely apologize for any inconvenience this situation may have caused you. Thank you again for bringing your concerns to our attention.

  Customer Answer

  Date: 12/19/2022

   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.

• Initial Complaint

  Date:11/08/2022

  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.

  Hi, I did a lease rollover from ***** Auto lease to a new loan company with the assistance of Auto Approve. This was done in August or September of 2021. I had multiple conversations with their Auto Approve CSRs, signed documents, sent checks and basically did everything they asked me. I was approved by the new loan company and began making payments about 13 months ago.However this transaction was never actually registered by Auto Approve with the ** MVC and currently ***** financial is listed as the owner of the vehicle. not me. I did not become aware of this until I recieved a registration renewal for the Vehicle listing ***** as the owner. I reached out to Auto Approve and ***** financial back in July 2022 (four months agp). and since then have heard nothing other than they are requesting a title from ** MVC, I am unable to get a status from ** MVC because I am not the owner of the vehicle.My car is currently unregistered because I am technically not the owner of the vehicle I am driving. I dont know how these guys can collect all of this money and not do what they are supposed to do with it. Has ***** been paid? what about the sales tax to ** that I have to pay? What has happened to that?My request is simple. Auto Approve and ***** have had 14 months to process the paperwork on a fairly straightforward transaction. I just want them to do their jobs and finish it so I can legally own and register a vehicle that I have already made several thousand dollars in loan payments on. and quite Frankly I am tired of them pointing their fingers at ***** Auto and ***** Auto pointing their fingers at MVC.

  

  Business Response

  Date: 11/21/2022

  We appreciate the opportunity to respond to your concerns. Unfortunately, ***** initially filled out the back of the title incorrectly after receiving the payoff from Auto Approve. They put the name of the person being dropped from the title as the 1st Buyer, voiding that title. ***** had initially requested a duplicate title back in July and we were told it could take up to 8 weeks. The *** advised us on Oct 13th that it was issued on Sept 29th,but they could not tell us when it would be mailed out. During a conversation with ***** on Nov 8th, we were told that they were still processingthe duplicate title and advised us they believed it would be completed by Nov 15th. We need this title from Chase to process the lien add for your new lender as well as the removal of the individual who was being dropped as part of the lease buy out/refinance. We have been working diligently to obtain the needed documents from ***** as we understand the inconvenience and issues that these delays have caused. Once the duplicate title is received from Chase (we will need an updated picture of your insurance card the one we have expired),those documents will be filed with the ***. The processing time in ********** is approx.13 days. With respect to the taxes, they were sent to Chase (along with the payoff balance) back on Sept 1, 2021. ***** should have paid the taxes to the state on your behalf. We are so very sorry again for the unexpected delays.A representative from our Titles Team will be reaching out to you to keep you appraised of the status of the title. Thank you. 

• Initial Complaint

  Date:10/27/2022

  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.

  Beware! Over a phone call I was told that I was approved to refinance. I even double checked and asked him if I for sure was approved. He said yes, and our phone call was recorded. He said it would take about ******************************* because they are short staffed. He asked if I wanted to go ahead with the approval and I said yes. They texted my the next morning and said we are not approved to refinance. Therefore a hard inquiry was placed on my credit for no reason. My credit is already not the best and ** trying to fix it, and this just added to the mess. Do not tell someone one thing, just to do it differently.

  

  Business Response

  Date: 11/02/2022

  We appreciate the opportunity to respond to your concerns. Our primary purpose at Auto Approve is to try to help customers reach their refinancing goals. With your permission, we performed a soft inquiry of your credit, requested specific information regarding the vehicle to determine its value, confirmed income and income sources, etc. in order to pre-qualify you based on the eligibility criteria of our ***************** You were prequalified so your application was submitted for approval by one of our ***************** We do not submit an application to a Lending Partner unless we believe the application may be approved, based on the eligibility criteria of that lender.The lender may decline the application, as they did in this case, based on their independent review of all of the information in the application and in the supporting documents we provide to them. The Loan Consultant you were speaking with did indicate that he believed your application would be approved because the information available to him appeared to meet the eligibility criteria of that lender. He did not promise it would be approved, however, since the Lending Partner must make the final decision.  We are very sorry that we were not able to obtain an approval of your application but it was submitted in good faith and the Loan Consultant did strive to obtain an approval on your behalf. Thank you again for allowing us to address your concerns. 

  Customer Answer

  Date: 11/02/2022

   I am rejecting this response because:
  
  I understand, but he did confirm it would be approved. If you listen to the phone call, he said we Can approve, and I even said for sure? And he said yes. And I did give him permission to submit the application, I know about the soft inquiry. but I didnt understand that it had to be sent to another person for approval. Ive never done this before and it wasnt explained very well to me. I thought it was approved for sure, or else I wouldnt have put it though. Just wanted to clarify. 

  

  Business Response

  Date: 11/03/2022

  We did review the calls and your Loan Consultant did say he believed you would be approved but did not promise that you would be. We can only pre-qualify customers based on our **************** eligibility criteria but the lender has the final say in approving or declining a credit application. We require that all of our Loan Consultants read (or text) the following credit authorization statement to all of our customers so they understand there will be a soft inquiry for prequalification purposes but if an application is submitted, the lender must perform a hard inquiry in order to provide a firm offer of credit - Before we can perform a prequalification inquiry of 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 **************** 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 **************** to review your credit profile for the purposes I have described? Your Loan Consultant did read this statement to you and you did reply, "yes". There is simply no way to obtain decision on a credit application, or to receive a firm offer of credit, without the lender performing a hard inquiry. We are very sorry again that we were not able to obtain an approval for you at this time.  Thank you  

• Initial Complaint

  Date:10/17/2022

  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.

  Auto approve helped iniate the loan. They did that, however that was in April 2022. This is October 2022, I still dont have a Title. In ******** the Title goes to buyer! In the beginning they put Auto Approve on title and it was rejected by the *****************. Auto Approve continues to lie to me. Last conversation on Oct 10. They said they were overnighting it to me. I still dont have my Title!

  

  Business Response

  Date: 10/25/2022

  Thank you for the opportunity to respond to your concerns. We apologize for the delays you have experienced in getting your vehicle titled. The most significant delays were the result of the previous lease holder *********** Finance) failing to send us the title and other necessary documents, despite our numerous requests and follow up. When they sent them to us in May, they were improperly completed (listed Auto Approve as the buyer) so we requested corrected documents. They also failed to note the sales tax we sent to them, so we had to ask them to send us an updated bill of sale yet again. At no time during these conversations did they state that the payoff was short but once that was identified (you called in), we sent them a check immediately (on 6/10).When we finally received the corrected forms from **** we had to reach out to you for updated documents since what was initially provided had expired. We have experienced similar issues with *** in the past, which is why we no longer refinance existing leases with ***. We listened to the call you referenced and the agent appears to have responded to your request to send you the incomplete title so you could process it yourself, which was not an option since we needed to pay the taxes again, attach the necessary documents (bill of sale from ***), etc. We believe the agent simply misunderstood your request. We understand you have been waiting to sell the vehicle so if you provide documentation of the offer you received back when you initially wished to sell the vehicle, as well as documentation of the offer you receive once the title is completed, we would consider paying you the difference between the initial and final offer (to cover any loss you experienced as a result of the delayed perfection of the title).A member of our Titles Team has been in regular contact with you and will continue to provide status updates. We value you as a customer and thank you again for reaching out to resolve this matter. 

• Initial Complaint

  Date:10/06/2022

  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.

  On September 23,2022 I requested a loan refinance. Then received a text from ********************* requesting all my loan amount and auto information. I sent information through text. Since then this company has not gotten back with me regarding my loan approval. Ive Text ********************* and he doesnt seem to care. I am beginning to to think its a scam.

  

  Business Response

  Date: 10/13/2022

  Thank you for providing feedback. Auto Approve takes great pride in the customer service that we provide to our customers, so we are very sorry there was a lack of follow-up by your assigned Loan Consultant. We strive to provide consistent customer service throughout the process, so this will be addressed internally. We apologize again for the lack of follow up on our part.In terms of the security of your personal information, Auto Approve does not share or sell customer information and we do not use anyones personal or private information for any purpose outside of the refinance. We also implement the strictest information security measures available. On October 10, a Manager did reach out to discuss your concerns with you and to ask whether you wished to proceed with the refinance process. Our records indicate you did wish to proceed and have since been contacted by a new Loan Consultant. We appreciate you continuing to work with us, and we sincerely value you as a customer! ********************** uses all feedback to help us improve our process so we thank you again for taking the time to let us know about your experience.