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:05/17/2023

  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 had lease the vehicle through this company however, it was totaled by another vehicle. It was not found to be my fault. My insurance company paid my total coverage on all damages which should have took my contract to zero with them! However, only after they received the check that I receive a statement saying they’re still was an additional charges for over mileage when my year was not up, also for a $500 deductible s fee, and a termination fee, which are totaled of $1,315.25! I have gap coverage and they’re saying that that does not cover it! I was advised by a salesman at ***** ******, where I purchased my new vehicle, that this company was running a scam on me. I had to submit my letter of guarantee to ***** ****** to prove that my total car was paid off. They seen that there was a balance on my bill, and explain to me how this was illegal and I should contact the Better Business Bureau also the amount that they added up is that incorrect amount that they’re accusing me of that $250 if they’re trying to say I really even know that amount. This stipulation is not in the contract in regards to a car being totaled. Only if I wanted to turn a vehicle in and no longer wanted to use it or list it will. I be charged a termination fee!

  Business Response

  Date: 05/31/2023

  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 2016 **** ****** with ********************* in Penn Hills, PA on August 15, 2022 (See attached Lease).Subsequently, the Lease and related vehicle were sold and assigned to ******** Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for ******** Auto Trust). **. ******* Lease provided she make 208 weekly payments of $126.82 (equaling 48 months) beginning on August 19, 2022.
  On March 7, 2023, Auto Trakk was notified by **************** that she was in an accident. It was determined that the vehicle was deemed a total loss. At the time of total loss, the payoff for the vehicle was in the amount of $15,847.69. The settlement amount that was received from the insurance company was in the amount of $13,500.01. Auto Trakk includes a GAP waiver on all leased vehicles which does exclude the deductibles, prior damage, excessive mileage and the early termination fee. This is stated in section 14 of the attached lease agreement that **************** signed. The charges assessed to *************** were a $500.00 deductible, $465.25 for excessive mileage, and the $350.00 early termination fee (See attached Deficiency Balance Letter).  The GAP waiver provided the remaining funds to satisfy the payoff amount of the lease.  
  Unfortunately, Auto Trakk is not in a position to fulfill **. ******* request to remove these charges, as this is still owed to Auto Trakk. However, Auto Trakk is willing to work with **************** to come to a mutually acceptable resolution to the balance owed on the account.
  If you would have any further questions, please feel free to contact Auto Trakk at ************.
  Thank you

  Customer Answer

  Date: 06/03/2023

  [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:
  
  I am rejecting this response because:
  
  
  Regards,
  
  *************************
  
  The year was not up in regards to the milage! There is a very great chance that the miles would have balanced out due to me not working summer months may,June,July,August! However the car was totaled only 8 months into the year! So how can they bill me for what I still had time left in the year to have increased my mileage! Also thats not the correct amount of my contract that was owed at the time of my total loss! If it was my insurance would have paid the intire amount as they thought they were doing! Only after auto trakk recovered a payment in the amount they requested,did they send me a bill for these extra charges! My position is they found a way to charge me extra outside of the contract that’s why my insurance knows nothing about these extra charges,and of course there not responsible! Also a termination is when I turn the no longer have used for the vehicle, and want to voluntarily terminate the contract! This was no fault of my own. Therefore, I am not terminating anything. The vehicle was totaled they receive full payment for this vehicle, and they’re still wanting more money for the same loss that they recouped. Also, the amount they’re asking for does not add up. If you look at the bill, the math on it does not add up in the amount due. Which is a huge error. If what they’re saying is correct then you would think that the money they’re saying I owe them would be correct! I’ve spoken to several prominent dealerships which *****s auto is not one but many other dealerships that I have attempted to buy another vehicle. Once I’ve showed them that bill they all have told me that with auto track is doing is running a scam with *****s auto participation! These small term loan companies for these small dealerships are very known to do this kinda thing people! Also my gap coverage should have paid for the deductible! I will fight these charges I did not expect to pay,after paying for full coverage,and they paid the entire amount of the car off,and I have gap coverage! This is not acceptable

  Business Response

  Date: 08/01/2023

  We are in receipt of the rejection from *************************. As stated in the previous response we have reviewed this complaint, researched this matter and offer the following response. 

  **************** entered into a Lease for a 2016 **** ****** with ********************* in Penn Hills, PA on August 15,2022 (See attached Lease). Subsequently, the Lease and related vehicle were sold and assigned to ******** Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for ******** Auto Trust). **. ************* provided she make 208 weekly payments of $126.82 (equaling 48 months) beginning on August 19, 2022.On March 7, 2023, Auto Trakk was notified by **************** that she was in an accident. It was determined that the vehicle was deemed a total loss. At the time of total loss, the payoff for the vehicle was in the amount of$15,847.69. The settlement amount that was received from the insurance company was in the amount of$13,500.01. Auto Trakk includes a GAP waiver on all leased vehicles which does exclude the deductibles, prior damage, excessive mileage and the early termination fee. This is stated in section 14 of the attached lease agreement that **************** signed. Page one of the lease agreement under Excessive Wear and Use provides the breakdown of how excessive mileage is calculated and that mileage is prorated on a monthly basis. The charges assessed to **************** were a $500.00 deductible, $465.25 for excessive mileage, and the $350.00 early termination fee. The GAP waiver provided the remaining funds to satisfy the payoff amount of the lease.
  

  Unfortunately, Auto Trakk is not in a position to fulfill **. ******* request to remove these charges, as this is still owed to Auto Trakk. However, Auto Trakk is willing to work with **************** to come to a mutually acceptable resolution to the balance owed on the account. If you would have any further questions, please feel free to contact Auto Trakk at ************. Thank you

• Initial Complaint

  Date:04/23/2023

  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 have tried to get in touch with auto trakks through the messaging app on their website, to request a deletion of reporting on my credit file. When I try to send a message it comes up with an error message which is preventing the message being sent. I am also requesting that a non collectable debt be remove from my credit file. It is old and should not be reported. Please removed this from my credit file immediately.

  Business Response

  Date: 05/01/2023

  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 2012 ****** ****** with ******* **** Auto Sales in Sharon Hill, PA on October 2, 2015 (See attached Lease). Subsequently, the Lease and related vehicle were sold and assigned to ******** Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for ******** Auto Trust). The Lease provided *** ****** make 260 weekly payments of $97.06 beginning on October 2, 2015. Thereafter, *** ******* made 85 of those weekly payments with the last payment being made on May 16, 2017 which covered the weekly payment that was due on May 12, 2017. Furthermore, *** ****** made no further payments leaving her in default of the lease agreement.
  As a result of the default and despite Auto Trakk’s extensive efforts to work with *** ****** to set up acceptable payment arrangements, Auto Trakk began the recovery process of the vehicle on July 27, 2017. The vehicle was recovered on July 28, 2017 and sold at auction leaving a balance owed on the account of $12,506.54.  
  At this time, Auto Trakk is not in a position to remove this debt from *** ******’s credit as this is still owed to Auto Trakk and is reporting in the allowed timeframe. However, Auto Trakk is willing to work with *** ****** to come to a mutually acceptable resolution to the balance owed on the account.
  If you would have any further questions, please feel free to contact Auto Trakk at ###-###-####.
  Thank you 

  Customer Answer

  Date: 05/10/2023

  [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: ********
  
  I am rejecting this response because:
  I have already tried to resolve this lease agreement with Auto Trakk at that time they were unwilling to accept the $250 at the time that I surrendered the vehicle. Auto Trakk would cut off the vehicle in unsafe dark areas of the city. The lease was predatory and the agreement was altered. Auto Trakk is a shady, predatory leasing company that should be put out of business. I have no intentions of paying auto trakk anything. Auto trakk had no problem putting my safe at risk and still demanded my money.  Auto trakk LLC should have their business license revoked and *********************** (CEO)  should be more aware of the disgusting business practices and predatory lending conducted by Auto trakk LLC.
  Regards,
  
  *************************
  

• Initial Complaint

  Date:04/09/2023

  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 not liable for this debt with Auto Trakk and do not have with Auto Trakk. They did not provide me original application like I asked.

  Business Response

  Date: 04/12/2023

  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 2010 ********* ****** with *** *********************** in Lanham, MD on May 24, 2019 (See attached Lease). Subsequently, the Lease and related vehicle were sold and assigned to ******** **** ***** (Note: Auto Trakk, LLC is the Lease servicer for ******** **** *****). **. *********** Lease provided she make 104 weekly payments (equaling 24 months) of $74.61 beginning on May 24, 2019. Thereafter,************************ made 34 of those weekly payments with the last payment being made on January 14, 2020 which covered the payment that was due on January 10,2020. ************************ made no further payments, leaving her in default of the Lease Agreement.
  

  As result of the default and despite Auto Trakks extensive efforts to work with ************************ to set up acceptable payment arrangements, Auto Trakk began the recovery process of the vehicle on March 23, 2020. The vehicle was recovered on October 14, 2020 and sold at auction leaving a balance owed on the account of $5,331.65.
  ************************ submitted a credit dispute with ******** on March 21, 2023 claiming Not hers. When this dispute was received, Auto Trakks Compliance Representative conducted a review of the account. Upon review, it was concluded that the account is in fact related to ************************ and a response was submitted via *-******
  

  Furthermore, Auto Trakk is reporting **. *********** 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:03/29/2023

  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.

  Hello, My name is *************************** I'm contacting you on concerns of Autotrack. I currently lease a 2014 **** ****** from them I started leasing from them in  2022 . My vehicle is currently in shop at *** **** repair on ****** in Toledo, OH. I have called Autotrack so many times on why my vehicle is still in the shop. They will not send out an inspector, they will not cover the diagnostic they will not even help on my car note. I currently lost my job now in therapy because I'm beyond stressed. I need my money back I spent on the vehicle or for the diagnostic to get paid and my vehicle sent to another shop. Their very disrespectful when I do call and nothing gets resolved.

  Business Response

  Date: 04/11/2023

  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 2014 **** Escape with *********************** in ******, ** on April 25, 2022 (See attached Lease).Subsequently, the Lease and related vehicle were sold and assigned to ******** Auto Trust (Note: Auto Trakk, LLC is the Lease servicer for ******** Auto Trust.
  On May 6, 2022, ****************** advised an Auto Trakk representative that the vehicle was shutting down while she was driving. The Auto Trakk representative advised ****************** that due to this being a new lease, she would need to return to the selling dealer, ***********************, for them to diagnose the problem.  On May 17, 2022,****************** advised Auto Trakk that she had taken her vehicle to a ******* service center, but no issues were found. 
  ****************** made Auto Trakk aware on October 17, 2022 that the vehicle had not been operable for the past two weeks. She had the vehicle towed to * * * ******** Auto and requested Auto Trakks limited warranty administrator information. On October 18, 2020, ****************** advised that she believed that the vehicles shifter cable to the transmission had broke and repairs would be around $250.00. The repair shop submitted a claim through the limited warranty administrator. After the inspection of the vehicle it was determined that the fuel pump was what had failed. The warranty claim was approved for the repair amount of $614.55. During this time, ****************** lease payments were still due.  Given the situation, Auto Trakk offered assistance with ****************** weekly payments by offering payment extensions.  This offer was declined by ******************.
  On March 15, 2023, Auto Trakk was made aware that a warranty claim had been submitted by * * * ******** ****. The repair shop had completed a diagnostic test that reported a transmission failure and was requesting ***************** to give authorization for them to complete a pan drop. On March 20,2023, ****************** advised one of our representatives that she felt that the shop was taking too long with the repairs and that she wanted the vehicle moved to another shop, but that there was a diagnostic fee that she needed to pay.The Auto Trakk representative advised ****************** that she could move the vehicle to a shop of her choosing if the vehicle had not yet been torn down.The representative also advised ****************** that if she moved the vehicle, the diagnostic fee at * * * ******** **** would not be covered by the limited warranty administrator. The warranty would only cover the fee if the repairs would be completed at that specific shop.  Otherwise, ****************** would be responsible for this fee.
  On March 30, 2023, a new claim was opened with **** ************* * **** ******. Currently, this claim is in process but approval is pending review. The limited warranty administrator is currently waiting for ****************** to provide her maintenance records.
  Auto Trakk recognizes that vehicle maintenance and repairs can create challenging situations.  We have offered ****************** assistance with her payments during this process and we remain committed to assisting her as her service center completes the necessary repairs.  If you would have any further questions, please feel free to contact Auto Trakk at ************.
  Thank you
  
  

• Initial Complaint

  Date:01/30/2023

  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.

  I purchased a car and signed a contract in 12/15/2022 with AutoTrakk. After having issues with the vehicles transmission (requiring a change), fixing the windshield and replacing a tire the dealership calls me on 01/27/2023 to tell me that AutoTrakk has now decided they are backing out of the deal. I signed 2 contracts and because I accepted another job a month after driving off the lot they have stated they will no longer honor the contract and I must return the vehicle. I am losing the price of repairs, down payment and time and torture due to driving the vehicle back an hour and half to where it was purchased. The dealership states it is on AutoTrakk and this happens A LOT but my previous employer has reached out to try and explain the situation and that I am currently still receiving pay checks from my comp time so I am still in payroll. I am losing a ton of money which AutoTrakk states is the dealers fault and the dealer claims is Autotrakks fault. I have sent all of my information to the Attorney General not only in my state of KY but in Indiana as well. I am currently seeking to have this issue fixed and my money returned as the dealership has stated they stand with me. I will also be sharing this review and am available to share the evidence with any news outlet or social media outlet that would like to see it. I believe this happened after meeting the AutoTrakk rep for my area at a gas station to sign new documents and turning down advances. 7 days later I must return a car that I provided everything asked and satisfied my end of the contract. AutoTrakk I have the texts and conversations where I was asked to meet at a gas station at night and get into his car as well as the security footage to prove what happened! I will not go away and will make sure the world hears of my story before I have to return the vehicle.

  Business Response

  Date: 02/15/2023

  We are in receipt of the complaint from ***********************. We have reviewed the complaint, researched this matter and offer the following response.
  Auto Trakk is limited on the information available to respond fully to this complaint, as **************** is not an Auto Trakk customer.**************** visited ******** Sales, LLC in Lancaster, OH on/about December 6,2022. Auto Trakk received an application requesting to extend credit to *************** for a vehicle.
  Upon receipt of the application, Auto Trakk began the underwriting/funding process which includes verification of employment. During this process, our representatives were discovered that **************** was no longer employed at the location he provided on his application. Ultimately, Auto Trakk representatives were unable to verify **. ******* new employment and the decision was made to not extend credit at that time. Auto Trakk reserves the right to decline purchasing lease contracts from its network of dealers in situations where verified employment and income do not match what was submitted on the application and used in the underwriting decision. As a result of our standard due diligence, Auto Trakk did not purchase the lease contract and associated vehicle.
  Auto Trakk received no proceeds from the dealer nor this customer for this application, for vehicle repairs, or for any other purpose related to this application. As such, no refund is due from Auto Trakk.
  If you would have any further questions, please feel free to contact Auto Trakk at ************.
  Thank you

  Customer Answer

  Date: 02/22/2023

  [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: ********
  
  I am rejecting this response because:
  The income verification wasn't done for 45 days after purchase. At that time I accepted another offer for a new position which was all reported. This also doesn't explain who is responsible for the replacement parts I installed on the vehicle, my insurance fees and the fact I was sexually come on to after being forced to meet in a truck stop parking lot by your agent. Like I said I have pictures of text messages, a video of the encounter and 2 witness statements as well as surveillance from the truck stop. It all clearly shows unwanted contact and after I rejected him I was denied after already having the car for 49 days! I am filing charges against the individual that your company is protecting and will have contacted the dealership that states its on AutoTrakk to pay for the repairs I had done. I will not be pushed around and pawned off and if this is not fixed I will be sending this to EVERY news outlet I can and go public on social media. This is illegal, immoral and down right wrong. I am only asking that you reinstated the auto loan on the vilehicle I was purchasing. That is more than within reason as legal action will be taken on those that committed or protected and defended those that were involved in the sexual

  misconduct.
  
  Regards,
  
  ***********************