Complaints

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:03/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying them since November 2021 and in November last year on my website said I had 21 payments left which would have had it where my car was paid off by April 2025 and instead the website still says I owe 21 payments and its the end of march 2025 I should have had 3 payments left and now they are adding a parking violation to my payment and I dont get parking violations. however no one can help me with why or what they can only tell me what the website says which is wrong.

  Business Response

  Date: 04/03/2025

  We are in receipt of the complaint from ****** *****. We have reviewed this complaint, researched this matter, and offer the following response.
  Mr. ***** entered into a Lease for a 2015 Chrysler 200 with *************** in **************, ** on November 5, 2021 (See attached Lease).Subsequently, the Lease and related vehicle were sold and assigned to Lycoming Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for Lycoming Auto Trust). **************** provided he make 195 weekly payments of $112.53 (equaling 45 months) beginning on November 19, 2021.
  Mr. ***** has made 175 of those weekly payments with the last payment being made on February 25, 2025 which covered the payment that was due on February 21, 2025. Currently, Mr. ***** has 20 payments remaining. Once the remaining 20 payments are fulfilled, Mr. ***** has several options at the end of the 45 month lease term. Mr. ***** may attempt to trade the vehicle,complete a vehicle lease turn-in at an approved dealership or purchase the vehicle for the residual balance of $2,502.60 plus a $250.00 purchase option fee. These options were explained to Mr. ***** during the lease signing process and are included in the signed lease agreement. Once Mr. ***** nears the end of the lease term an Auto Trakk representative will reach out to Mr. ***** to go over his options.
  Auto Trakk is unable to fulfill Mr. ****** request as he has not fulfilled the lease agreement and his claim is unwarranted.  If Mr. ***** has any further questions, he may reach out to Auto Trakk at ************.
  Thank you

• Initial Complaint

  Date:08/20/2024

  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.

  This is what the company sent me in the middle of a dispute. I dont agree with any of it please remove from my credit report. This company is continuously hindering me with false documentation. They are violating my rights

  daily life and activities due to this hindering my credit history. Once again I'm asking for this to be removed from my credit history, due to lack of information and possible false information reported and given by the lender. My apologies I'm only able to give a round about estimate of what I paid the lender due to numerous different default balance as you'll see in documents sent to me on 08/20/2024 Thank You in Advance

  Business Response

  Date: 09/09/2024

  We are in receipt of the complaint from ***********************. We have reviewed this complaint, researched this matter, and offer the following response.
  ************ entered into a Lease for a 2019 ****** Sentra with Calumet Auto Finance in *******, IN on August 24, 2023 (See attached Lease).Subsequently, the Lease and related vehicle were sold and assigned to Lycoming Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for Lycoming Auto Trust).******************** provided he make 169 weekly payments (equaling 39 months) of $115.08 beginning on September 1, 2023. Thereafter, ************ made 29 of those weekly payments with the last payment being made on April 17, 2024 which covered the payment that was due on March 15, 2024. ************ made no further payments, leaving him in default of the Lease Agreement.
  As result of the default and despite Auto Trakks efforts to work with ************ to setup an acceptable payment arrangement, Auto Trakk began the recovery process of the vehicle on April 19, 2024. The vehicle was recovered on April 22, 2024 and sold at auction leaving a balance owed on the account of $12,841.15 (See attached Notice of Repossession, Notice of Auction and Deficiency Balance Letter).
  Furthermore, Auto Trakk is not in a position to fulfill ************* request as Auto Trakk is reporting accurate information to the credit bureaus. However, Auto Trakk is more than willing to work with ************ to come to a mutually acceptable resolution to the balance owed on the account. If *********** has any further questions, please feel free to contact Auto Trakk at ************.
  Thank you  

  Customer Answer

  Date: 09/10/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22169333
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/08/2024

  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.

  My car was repossessed on a Wednesday i contacted someone that was wasnt trained to tell me that with me never using money gram i need a code so i went in my account where i feel comfortable to send my funds to and paid my money instead they cancelled my money supposedly and I still have not received that in my funds to my bank. My bank said that they have it on hold. I called them and they dont ***na take accountability for Their worker not being properly trained to even give me the information my money wouldve never been sent on my portal if she gave me all my information, I spoke to the supervisor and he tried to downplay the situation and give me a scenario in regards to had nothing to do with me all the people know to use money gram and how to use it once again I said it to him that Ive never use money girl I didnt feel comfortable sending my money anywhere. This is the fact that I had no no numbers to send them to. I had to call her ahead and get my numbers. They are every unprofessional the supervisor kept cutting me off when I was talking, and when I cut him off, he wanted to end the conversation. They will not give me the type of conversation. I have to pay extra fees for my court sitting there for days due to the fact that if I would have the information that I need it all my information that I need it, they wouldve never got the money already.

  Business Response

  Date: 07/29/2024

  We are in receipt of the complaint from ***********************. We have reviewed this complaint, researched this matter, and offer the following response.
  ************** entered into a Lease for a 2017 **** Fusion  with ***** Auto Sales in **********, ** on July 14, 2023 (See attached Lease). Subsequently, the Lease and related vehicle were sold and assigned to Lycoming Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for Lycoming Auto Trust). Ms. ************ provided she make 195 weekly payments (equaling 45 months) of $127.18 beginning on July 28, 2023.
  ************** became in default of the lease agreement which resulted in the vehicle being recovered on July 3, 2024. ************** was given the opportunity to redeem the vehicle within 15 days of the vehicle being recovered before being sold at auction. At this time, ************** did in fact redeem by paying the past due balance plus repo fees/expenses. After a vehicle is recovered, it is Auto Trakks policy to receive the necessary funds to bring the account to a current status by sending the funds via MoneyGram.  Any additional fees that were accumulated by the lot are to be paid directly to them. ************** satisfied the amount needed to redeem on July 15, 2024 and has taken possession of the vehicle.
  If ************** has any further questions, please feel free to contact Auto Trakk at ************.
  Thank you  

• Initial Complaint

  Date:07/05/2024

  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.

  That is absolutely untrue as obviously once I made all my payments .. why then would you mysteriously it be able to reach me?? What occurred after I paid if off in entirety Them then stating  that it was not mine it was a lease and that I could pay over $6000 to keep the vehicle. I said the vehicle is not even worth $6000. Ill decline, they said they will come pick up their vehicle to me  if I dont pay that large lump sum in full, I said OK as I thought I have paid all of this vehicle off only to find out it was leased after they picked the vehicle up. They charged over $300 and said that I had to pay that I said I was never told that you were charging me to pick your vehicle up after I paid it off, they placed it on my record and said that it was a repossession was a repossession for 300 and some odd dollars again I paid the Vehicle off I called to speak to the person who handles their  credit reporting they said its one individual and I cant speak to that department /person I went to the Better Business Bureau for assistance as it doesnt seem right

  How is it a repossession when it was paid off .. They are charging me a fee to pick up their vehicle and falsely reporting it as a repossession staining my credit report under false pretenses like their tactics outside of contract details along with very unprofessional contact with individuals locked in under paperwork there's complaints and lawsuits all over the net .

  0 for the tow that I actually had taken care of , this company is fraudulent. I feel like they use tactics sketchy tactics and alter contracts .The employees are very rude and very unprofessional. Id like extra eyes to look into this and the underhanded crooked tactics Id also like for them to correct what they are placing on my report I called in and actually spoke with a supervisor in the service department named ****** who was very evasive and did not want to even give information . I found out that they have one person that reports to the credit bureau. She did not want to give me their information , stating that she could speak with me about it, but nothing will change please help

  Business Response

  Date: 07/18/2024

  Auto Trakk is in need of more time to submit a response to this complaint. Thank you! 

  Business Response

  Date: 07/26/2024

  We are in receipt of the complaint from *******************. We have reviewed this complaint, researched this matter, and offer the following response.
  ************ entered into a Lease for a **************************************************** *********, ** on May 18, 2015 (See attached Lease).Subsequently, the Lease and related vehicle were sold and assigned to Lycoming Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for Lycoming Auto Trust). ************** Lease provided she make 260 weekly payments (equaling 60 months) of $104.35 beginning on May 22, 2015. Thereafter, ************ completed all of her weekly lease payments with the payment that was made on October 29,2021 which covered the payment that were due on October 1, 2021.
  Once all weekly lease payments are completed, the customer has a few different options, one of which is to keep the vehicle by paying the residual balance plus the purchase option fee. ************** residual balance that was due once the final lease payment was made was $6,531.66, which ************ was made aware of when signing her lease agreement. Auto Trakk attempted to contact ************ to see what her intentions were with the vehicle.  When no response was received, Auto Trakk began the recovery process of the vehicle on November 23, 2021. The vehicle was recovered on December 3, 2021 and sold at auction leaving balance owed on the account of $615.00 which included the repossession fees and the early termination fee (See attached Deficiency Balance Letter). However, the early termination fee of $250.00 was waived leaving a balance of $365.00.  
  On May 1, 2024, Auto Trakk spoke with ************ concerning the balance still owed on the account. ************ satisfied the balance owed on May 7, 2024. Auto Trakks ********************* submitted a manual update to each of the bureaus via E-***** to request the balance reporting on her credit to reflect as paid in full.
  Furthermore, Auto Trakk is reporting ************** account correctly and accurately. If ************ has any further questions, please feel free to contact Auto Trakk at ************.
  Thank you

• Initial Complaint

  Date:06/17/2024

  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.

  I AM NOT LIABLE FOR THIS DEBT WITH AUTO TRAKK LLC,I DONT NOT HAVE A CONTRACT WITH AUTO TRAKK LLC, THEY DID NOT PROVIDE ME WITH THE ORIGINAL CONTRACT AS I REQUESTED.

  Business Response

  Date: 07/02/2024

  We are in receipt of the complaint from *********************************.We have reviewed this complaint, researched this matter, and offer the following response.
  ******************** entered into a Lease for a 2013 ****** Altima with ******************** *** in ************, ** on October 25, 2019 (See attached Lease). Subsequently, the Lease and related vehicle were sold and assigned to Lycoming Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for Lycoming Auto Trust). Ms. ********* Lease provided she make 156 weekly payments (equaling 36 months) of $103.70 beginning on October 25, 2019.Thereafter, ******************** made 133 of those weekly payments with the last payment being made on May 7, 2022 which covered the payment that was due on May 6, 2022. ******************** made no further payments, leaving her in default of the Lease Agreement.
  As result of the default and despite Auto Trakks efforts to contact ******************** to set up acceptable payment arrangements, Auto Trakk began the recovery process of the vehicle on July 14, 2022. The vehicle was recovered on August 26, 2022 and sold at auction leaving a balance owed on the account of $5,100.47 (See attached Deficiency Balance Letter).
  Furthermore, Auto Trakk is reporting Ms. ********* account correctly and accurately. Auto Trakk is willing to work with ******************** to come to a mutually acceptable resolution to the balance owed on the account. If ******************** has any further questions, please feel free to contact Auto Trakk at ************.
  Thank you

• Initial Complaint

  Date:04/03/2024

  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.

  If my balance owed was $3016 (letter dated for 04/03/2024)  when they repossessed the vehicle and they supposedly sold the vehicle to an Auction on 04/16/2024 why is it that my balance is still $1748. So they are basically saying they auctioned the vehicle of for $1268. Where is the proof for how much they auctioned the vehicle off for? Where is the document and proof as to why I still owe $1748 after the vehicle was auctioned?  There are still plenty of inaccuracies with their response to my complaint. ke my car for any reason. They basically blindsided me. Upon reading their reviews many people have faced similar issues to my current situation.

  Customer Answer

  Date: 05/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21525916
  
  I am rejecting this response because:
  
  Auto trakk received a payment from me on 03/21/2024 for $262.00 which on that day the representative whom received my payment on 03/21/2024 informed me that I will be ok to make my next payment on 04/04/2024 because I informed them that I got paid biweekly and that I would be ok to make my next payment on 04/04/2024. Instead they chose to blindside me and take my car on 04/03/2024 after I made the agreement on the phone with the Auto track representative. Therefore, that representative and Autotrakk gave me misinformation and a false verbal agreement via phone then turned around and took my vehicle on 04/03/2024 and marked it as a repossession after making it seem as they were trying to work with me. If you read their reviews there are many customers whom has faced if not the exact situation or a similar situation with dealing with this leasing company as I have. It states that the vehicle was sold or being sold on or about April 19,2024 (the first that I am aware that the vehicle was even sold). However, Autotrakk told me that they would inform me when the vehicle would be sold and what my remaining balance would be. It is now May 15,2024 and I have not recieved any updates or anything in reference to my Account with ******************** since 04/03/2024 nor did they give me any information on the vehicle being sold or even what my balance would be. Also there are some discrepancies with the names in their response my last name is ***** not ***** (is their information accurate?). 
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/15/2024

  We are in receipt of the complaint from *************************. We have reviewed this complaint, researched this matter, and offer the following response.
  ************** entered into a Lease for a 2018 ********** Mirage with Springfield ********** in ***********, ** on April 17, 2019 (See attached Lease). Subsequently, the Lease and related vehicle were sold and assigned to Lycoming Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for Lycoming Auto Trust). Ms. ************ provided she make 182 weekly payments (equaling 42 months) of $105.89 beginning on August 23, 2019. Thereafter, ************** completed all of her weekly lease payments with the payment that was made on September 15, 2023 which covered the payment that was due on August 11, 2023.
  Once all weekly lease payments are completed, the customer has a few different options, one of which is to keep the vehicle by paying the residual balance plus the purchase option fee. ************** advised Auto Trakk that her intentions were to keep the vehicle and an agreement was signed by ************* to refinance the residual balance over the next year (See attached Residual Lease Agreement). The Residual Lease Agreement provided she make 52 weekly payment of $62.60 beginning on October 6, 2023. Thereafter, ************** made 23 of those weekly payments with the last payment being made on March 21, 2024 which covered the payments that was due on February 2nd, February 9th,February 16th, and February 23rd, 2024 leaving her in default of the lease agreement.
  As a result of the default and despite Auto Trakks efforts to work with ************** to come to an acceptable payment arrangement to bring the account current, ******************** began the recovery process of the vehicle on April 2, 2024. The vehicle was recovered on April 3, 2024. ************** had the opportunity to redeem the vehicle if she chose to prior to the vehicle being sold at auction on/about April 19, 2024. This would have prevented the account from reporting as a repossession on her credit.
  If ************** has any further questions, please feel free to contact Auto Trakk at ************.
  Thank you  

• Initial Complaint

  Date:11/30/2023

  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 am writing to express my serious concern about the disclosure of my nonpublic information to credit bureaus, resulting in inaccuracies on my credit report. This situation has caused me significant financial and emotional distress. As stipulated in 15 USC 1681 Section 602, I assert my right to financial privacy and expect my information to be handled with confidentiality. Furthermore, 15 USC 1681 Section 604(a)(2) underscores that a consumer reporting agency cannot share account information without my written instructions, which have not been provided. I have identified discrepancies on my credit report originating from AUTOTRAKK, adversely affecting my financial well-being. I urgently request the correction of these inaccuracies. Additionally, I would like to remind you of 15 USC 1666(b), which prohibits creditors from treating payments on a credit card account as late under specific circumstances. For your reference, my account details are as follows: Account Number: 684* I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws governing my information. Failure to address these concerns may lead to legal action. I anticipate your prompt response and resolution. Thank you for your immediate attention to this matter. Sincerely, *************************
  
  Desired Resolution / Outcome
  Desired Resolution:
  Correction to a credit reportrding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.Sincerely,*************************

  Business Response

  Date: 12/18/2023

  We are in receipt of the complaint from *************************. We have reviewed this complaint, researched this matter, and offer the following response.
  ************** entered into a Lease for a 2017 Dodge Journey with Ultimate Auto in ************, ** on November 2, 2020 (See attached Lease).Subsequently, the Lease and related vehicle were sold and assigned to Lycoming Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for Lycoming Auto Trust). Ms. ****** Lease provided she make 156 weekly payments (equaling 36 months) of $119.89 beginning on November 13, 2020. Thereafter, ************** made 127 of those weekly payments with the last payment being made on April 18, 2023 which covered the payment that was due on April 14, 2023.
  On May 3, 2023, ************** advised Auto Trakk that she wanted to complete a voluntary surrender of the vehicle due to mechanical issues. ************* was advised of the repercussions of the voluntary surrender at which time she still requested that the vehicle be picked up. Auto Trakk began the recovery process on May 8, 2023. The vehicle was recovered on May 26, 2023 and sold at auction leaving a balance owed on the account of $1,603.37 (See attached Deficiency Balance Letter).
  Furthermore, Auto Trakk is reporting Ms. ****** account correctly and accurately. Auto Trakk is willing to work with ************** to come to a mutually acceptable resolution to the balance owed on the account. If ************* has any further questions, please feel free to contact Auto Trakk at ************.
  Thank you

  Business Response

  Date: 03/01/2024

  We are in receipt of the complaint from *************************. We have reviewed this complaint, researched this matter, and offer the following response (Note: Auto Trakks response to Ms. ****** complaint remains the same as our previous response submitted to your office on December 18, 2023 as we feel that we have responded appropriately to her claims).
  ************** entered into a Lease for a 2017 Dodge Journey with Ultimate Auto in ************, ** on November 2, 2020 (See attached Lease).Subsequently, the Lease and related vehicle were sold and assigned to Lycoming Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for Lycoming Auto Trust). Ms. ****** Lease provided she make 156 weekly payments (equaling 36 months) of $119.89 beginning on November 13, 2020. Thereafter, Ms. ***** made 127 of those weekly payments with the last payment being made on April 18, 2023 which covered the payment that was due on April 14, 2023.
  On May 3, 2023, ************** advised Auto Trakk that she wanted to complete a voluntary surrender of the vehicle due to mechanical issues. ************* was advised of the repercussions of the voluntary surrender at which time she still requested that the vehicle be picked up. Auto Trakk began the recovery process on May 8, 2023. The vehicle was recovered on May 26, 2023 and sold at auction leaving a balance owed on the account of $1,603.37 (See attached Deficiency Balance Letter).
  In addition, at the time of lease signing, ************** signed and agreed to Auto Trakks Privacy Statement which states that account information would be shared with the credit bureaus (See attached Privacy Statement).
  Furthermore, Auto Trakk is reporting Ms. ****** account correctly and accurately. Auto Trakk is willing to work with Ms. ***** to come to a mutually acceptable resolution to the balance owed on the account. If Ms.***** has any further questions, please feel free to contact Auto Trakk at ************.
  Thank you

• Initial Complaint

  Date:08/23/2023

  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 apologize that I missed the earlier email related to the complaint. How do I respond?

  Business Response

  Date: 09/13/2023

  We are in receipt of the complaint from ***** ******. We have reviewed this complaint, researched this matter, and offer the following response.
  *** ****** entered into a Lease for a 2015 ******** *** with ********** ******* ****, Inc. in Detroit, MI on February 17, 2018 (See attached Lease Agreement). Subsequently, the Lease and related vehicle were sold and assigned to ******** **** ***** (Note: Auto Trakk, LLC is the Lease servicer for ******** **** *****). The Lease provided *** ****** make 182 weekly payments of $92.96 beginning on February 23, 2018. Thereafter, *** ****** made 86 of those weekly payments with the last weekly payment being made on October 18, 2019 which covered the weekly payments that were due on October 4, 2019 and October 11, 2019 with no further payments being made leaving her in default of the lease agreement.
  On November 8, 2019, Auto Trakk received an email from *** ****** stating that due to a financial hardship, she was no longer able to afford the payments on the vehicle and requested that the vehicle be picked up. On November 8, 2019, Auto Trakk began the recovery process of the vehicle and the vehicle was recovered on November 10, 2019. The vehicle was sold at auction leaving a balance owed on the account of $3,633.53 (See attached Deficiency Balance Letter).
  In response to *** ******’s claim that she was having issues with the vehicle, Auto Trakk was made aware on March 9, 2018 that the check engine light had come on. As part of the lease agreement, Auto Trakk provided a limited warranty on *** ******’s leased vehicle. *** ****** was advised to take the vehicle to the originating dealer for them to complete any necessary repairs to the vehicle. After the March 9th conversation with *** ******, Auto Trakk was not made aware of any other issues that *** ****** may have had.
  In addition, the Auto Trakk program is a weekly payment frequency. For *** ******’s Lease, a starter-interrupt device was also a requirement. *** ******’s payments were due every Friday and if a payment was not made by the following Tuesday, the time on the device would expire and the vehicle would no longer start. The device provides three emergency codes that would allow the vehicle to start up to an additional 24 hours from receiving each emergency code (See attached ******** System Disclosure Statement).
  Another requirement of the Lease agreement is to maintain full coverage insurance on the vehicle at all times. If notification is received from a customer’s insurance company that their policy has cancelled, Auto Trakk will attempt to contact the customer to advise of the cancellation and an insurance hold is placed on the account. The customer is given a device code which will allow the vehicle to run an additional 24 hours to allow time for the customer to provide the necessary documentation demonstrating proof of proper insurance coverage. If this documentation is not received within 24 hours, the time of the device will expire due to non-coverage. The customer is then provided with three 24-hour codes for the insurance hold to allow additional time to provide evidence of the full coverage insurance on the vehicle.
  *** ****** stated in her complaint that she was not able to drive the vehicle for more than a week at a time. After reviewing the account, we found several instances of non-payment and cancelled insurance, which would prevent *** ****** from starting her leased vehicle.  
  At this time, Auto Trakk is reporting *** ******’s account accurately to the credit bureaus. However, we are more than willing to work with *** ****** to come to a mutually acceptable resolution to the balance still owed on the account. If you would have any further questions, please feel free to contact Auto Trakk at ###-###-####.
  Thank you
  

• Initial Complaint

  Date:07/31/2023

  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 was writing because I have been trying to get a hold of someone in regards to my car getting repo after I paid 100 and had an agreement with the agent in regards to paying every week until I catch up. Now I'm trying to figure out what do I have to do to get the car back and in my possession. My car has been not working for months I have been getting in contact with auto track in regards to them getting my car fixed as I bought it that way when I took it to the dealership I got it from he made the statement of it's a 2liter soda in the trunk makin the noise. Which only progressed and nothing was done still I was paying on a car I wasn't even able to drive for months paying Ubers and finding other ways to get to work due to it. Then I was speaking with a collections agent which said he would work with me but once again as soon as I paid the money he accepted it took a week and my car was taken from the lot I had it in

  Business Response

  Date: 08/22/2023

  We are in receipt of the complaint from **********************************We have reviewed the complaint, researched this matter, and offer the following response.
  ****************** entered into a Lease for a 2016 ********* ****** with *************** in Fairless Hills, PA on September 20, 2022 (See attached Lease Agreement). Subsequently, the Lease and related vehicle were sold and assigned to Lycoming Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for ******** Auto Trust). ************************ provided she make 169 weekly payments (equaling a 39-month term) of $124.61 beginning on September 30, 2022.Thereafter, ****************** made 32 of those weekly payments. Her last payment was made on June 30, 2023, in the amount of $100.00, which partially covered the  payment that was due on May 12,2023. Subsequently, ****************** made no further payments, leaving her in default of the Lease Agreement.
  As a result of the default, and despite Auto Trakks efforts to make contact with ****************** to set up acceptable payment arrangements on the account, ******************** began the vehicle recovery process on July 12, 2023.The vehicle was recovered on July 14, 2023. Auto Trakk attempted to reach ***************** to provide her with the option to redeem the vehicle. Auto Trakk did not receive a response from ****************** until July 31, 2023, at which time the vehicle was in the process of being sold at auction. One of Auto Trakks representatives provided ****************** with the amount that she would need to pay to prevent the vehicle from being sold.  Auto Trakk received no further communication from ****************** so the vehicle was sold at auction, leaving a balance owed on the account of $9,973.10 (See attached Deficiency Balance Letter, Notice of Repossession, Notice of Auction).
  In response to ****************** claims that she was having mechanical issues with the vehicle, Auto Trakk was not made aware of any issues with the vehicle until May 8, 2023.  At that time,she advised that a repair shop recommended replacement of the vacuum pump. Auto Trakk provides a Limited Warranty on our leased vehicles, however, the vacuum pump is considered a wear and tear item and was not covered under the warranty.
  At this time, Auto Trakk is not able to fulfill **. ************** for replacement of the vehicle. Auto Trakk had provided ****************** with ample time to bring her account to a current status and after the repossession, an opportunity to redeem the vehicle. However, Auto Trakk is more than willing to work with ****************** to come to a mutually acceptable resolution to the balance owed on the account.
  If you have any further questions, please feel free to contact Auto Trakk at ************.
  Thank you