ComplaintsforAmerican Credit Acceptance, LLC

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Financed a vehicle from ****** ***** **** with the sticker price $33,000 paying $1500 down. The amount financed totaled $38,652 through American Credit Acceptance. After 9 months of payments of $1,126, the principal now in August 2024 is 37,137.22. At 28% interest the remaining balance on the loan after 9 months of payments would be approximately $29,795.28. Included below are statements w/ multiple months increasing the principal with no evidence of why. Action- 15 USC 1635: Right of rescission as to certain transactions Text contains those laws in effect on August 31, 2024 From Title 15-COMMERCE AND TRADE CHAPTER 41-CONSUMER CREDIT PROTECTION SUBCHAPTER I-CONSUMER CREDIT COST DISCLOSURE Part B-Credit Transactions §1635. Right of rescission as to certain transactions (a) Disclosure of obligor's right to rescind Except as otherwise provided in this section, in the case of any consumer credit transaction (including opening or increasing the credit limit for an open end credit plan) in which a security interest, including any such interest arising by operation of law, is or will be retained or acquired in any property which is used as the principal dwelling of the person to whom credit is extended, the obligor shall have the right to rescind the transaction until midnight of the third business day following the consummation of the transaction or the delivery of the information and rescission forms required under this section together with a statement containing the material disclosures required under this subchapter, whichever is later, by notifying the creditor, in accordance with regulations of the Bureau, of his intention to do so. (b) Return of money or property following rescission When an obligor exercises his right to rescind under subsection (a), he is not liable for any finance or other charge, any security interest given by the obligor, including any such interest arising by operation of law, becomes void upon such a rescission. See documents-

  

  Business response

  09/11/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ******* ********** with the BBB case number ********* 
  
  An investigation of the customers’ account determined ******* ********** *** ******* *** ******** signed a Retail Installment Contract on 9/10/2023 with ******, for the purchase of a 2021 Mercedes-Benz CLA. The contract was assigned to ACA.
  
  The Contract calls for a Payment Schedule of seventy-two payments (72) of $1,126.43.00 due monthly beginning October 25, 2023. The customers have made an equivalent of nine (9) monthly payments. (See Customer Transaction History, attached).
  
  Interest accrues daily and is based on current principal balance and the contractual annual percentage rate (APR) of 28% When the payments are posted, any accrued interest is paid first, then the remainder of the payment is applied to the principal.  Regarding applying payments, ACA applies payments in the following allocation order:
  
              1.           Repossession fees, if any
              2.           Interest (currently due)
              3.           Principal (current and past due)
              4.           All other fees (such as late fees and non-sufficient funds fees (NSF)
              5.           Remaining principal
  
  As stated above, the customers agreed to the attached Contract indicating the following: an Annual Percentage Rate (APR) of 28%  a Finance Charge of $42,450.96 an Amount Financed of $38,652.00, a Total of Payments of $81,102.96 (the total amount the customer would have paid after making all payments as scheduled) and a Total Sale Price of $ 82,202.40  (the total cost of the purchase on credit, including the down payment of $1, 099.44). 
  
  Whenever the customers make a payment, ACA applies the payment to the accrued interest first, then principal. Interest accrues daily and is based on the current principal balance, the APR of 28%, and the number of days over which interest has accrued. The principal balance is highest at the beginning of the loan, so more of the payment is taken up by interest early in the loan.
  
  ACA offers the following explanation regarding the customers concern that they still have a balance of $37,137.22 on the account. As stated in the Contract, the Total of Payments of $81,102.96 represents the amount that the customer would pay if they made all payments as scheduled. The customers have not paid as scheduled. They have paid late numerous times, including five (5) late payment fees incurred when a payment was 10 or more days late.
  
  The attached document, “Simple Interest FAQ,” explains how the customer’s simple interest contract works. Interest accrues daily and is based on the current principal balance, the contractual APR and the number of days between payments. As stated in Simple Interest FAQ, paying early every month, and making lump sum payments (in addition to regular monthly payments) are tools to help reduce principal balance and interest costs on the account.
  
  Currently the account is 48 days past due for $2,357.86. The past due amount includes a partial payment of $973.61 for July, a regular monthly payment of $1,126.43 plus $257.82 in late fees.   
  
  We encourage the customers to call ACA at ************ to make arrangements to bring the account current.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If the customers have any questions, they may contact Karen R. at ************ or  *******************************
  
  Keith K.
  Customer Experience Manager
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I called ACA on 8/27 to inform that that I have made 2 payments the day before my account would have been 30 days late. Unfortunately due to my bank account being compromised I called them to let them know that my account was closed while the payment was processing. I told the young lady I would pay the 150 after getting my account taken care of. She assured me that the payment would not be reported as a 30day late payment. Upon logging in on 8/31 the account status was completely opposite of what she stated. I called in on 8/31 to get someone else who told me it was already reported as 30 days late. The agent basically told me there was nothing he could do. This was the whole reason I called to avoid the 30 day late otherwise I would have used a cc to pay. I would hope the company would honor what the first person told me otherwise why is she taking customer calls providing false information. I have been working diligently to keep my credit clear as I’m about to start the home buying process and this misinformation will be detrimental on my credit. I am not asking for fees to be removed as I am only asking for the reporting to be corrected based on what ACA informed me.

  Customer response

  09/18/2024

  Can you close this case? It looks like they have honored our original agreement.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is the most BOGUS UNACCEPTABLE BAD BUISNESS PRACTICING CAR LOAN COMPANY EVER. I HIGHLY ADVISE BUYING PERSONAL OR FINANCING WITH A BUY HERE PAY HERE. CERTAINLY THEY ADVERTISE ABLE TO GET ANYONE INTO A CAR , WHAT THEY DONT MENTION IS THE 29 PERCENT INTEREST. =. ALL THE LITTLE "HIDDEN EXTRAS" THEY THROW INTO THE "LOAN" "SO YOU CAN GET APPROVED" HALF OF ARE EXPIRED NEVER KNOW I PAID FOR. THERE CONTRACT TRYS TO DEFER YOU FROM BUYING GAP INSURANCE. THEY SAY THEY WILL WORK WITH YOU AND AS I READ ALL THE CAND LAWSUITS AGAINST THIS AWFUL COMPANY I SEE IM NOT THE ONLY PERSON WITH POOR CREDIT AND LOW EXPENDABLE MONEY THEY ARE PREDATORIAL, IF YOU FALL BEHIND THEY SAY THEY CAN WORK WITH YOU (IVE HAD FOUR OTHER LOAN COMPANIES AND ALL OF THEM WOULD HELP GET YOU BACK ON TRACK BY DEFFERING PAYMENTS, REDUCING / ELIMINATING FEES/ NOT REPORT NEGATIVLEY TO CREDIT BUREAUS. NOT HERE ONCE YOU FALL BEHIND DESPITE NATRUAL DIASTERS, WHICH CAUSED A JOB LOSS, HEALTH ISSUES, AND THE FACT THAT (WHICH I SEE IS THERE COMMON MOTIVE) THEY PUT ME IN A CAR THAT WAS NOT SUSTAINABLE. ALL THEY WOULD DO IS SET UP "PROMISE TO PAYS" AND AS LONG AS YOU KEPT IT UNDER A MONTH AND A HALF IT WOULD KEEP IT OUT OF REPOSSESSSION AS THEY KEEP ADDING FEES AND INTEREST AND SO ON/ REPORT NEGATIVLEY OVER AND OVER WITH NO RESOLUTION PLAN. I HAVE BEEN SCREWED BEFORE WITH AUTO LOANS BUT THIS TAKES THE CAKE. I WAS IN A TERRIBLE CAR ACCIDENT WITH THE VEHICLE AND IT WAS DEEMED A TOTAL LOSS, THEY TOLD ME I WAS STILL PAST DUE AND NEEDED TO PAY IMMEDIATLEY. THEY ALSO ON RECORDING TRIED TO LIE TO ME ABOUT GAP INSURANCE. THAT CALLED THE DAY AFTER THE ACCIDENT THAT I HAD FULL COVERAGE AND GAP SO 90 PERCENT OF THE ACCOUNT WILL BE PAID OFF THEY REFUSED TIME AND TIME AGAIN TO NEGOTITE THE $400 FEES THAT KEPT RACKING UP. ON RECORDING THE CLERK LIED TO ME AND TOLD ME MY GAP POLICY WOULD ONLY COVER $1K GAP , AND THAT I WOULD BE LOOKING AT A HEFTY DEFICITE WHICH AFTER ATTORNEY REVIEW DEEMED THAT A COMPLETE LIE ABOUT THE GAP POLICY

  

  Business response

  09/12/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ***** **** with the BBB case number ********* 
  
  An investigation of the customer’s account determined *** ***** ******* **** signed a Retail Installment Contract on 5/4/2023 with ** ** **** ****, for the purchase of a 2012 Acura TL.  The contract was assigned to ACA.   
  
  ACA is committed to treating our customers with dignity and respect and is dedicated to helping customers purchase affordable and reliable transportation. During ACA’s funding origination process, ACA completes an assessment of the customer’s ability to repay the obligation incurred by the Contract. ACA verifies key information about the customer such as employment status, length of employment, income, and residence status.  During ACA’s pre-funding Confirmation Call on May 5, 2023, he provided the dealership experience with a 5 satisfactory rating.
  
  The customer agreed to the attached Contract indicating the following: Annual Percentage Rate (APR) of 27.06%, Finance Charge of $11,711.68, Amount Financed of $14,542.52, a Total of Payments of $26,254.20 (the total amount that the customer will have paid after making all payments as scheduled) and a Total Sale Price of $29,028.25 (the total cost of his purchase on credit, plus his down payment of $2,774.05. ACA assisted the customer with two payment extensions.
  
  The Contract calls for a payment schedule of 57 payments of $460.60 due monthly beginning June 17,2023.  *** **** has made (11) monthly payments. (See Customer Transaction History, attached). ACA assisted the customer with one (1) monthly payment extension, making the maturity date 3/26/2028.
  
  If the customer had paid strictly according to the Payment Schedule (with no late payments and no extensions), the customer would have paid off the Total of Payments of $26,254.20 within the 57-month term of the Contract. However, the customer has not paid as scheduled. The customer has paid after the due date numerous times, including as evidenced by seven (7) late charges, which are incurred when a payment is not received in full within 10 days after it is due. Late payments and extensions have resulted in more of his payments being applied to interest (as opposed to principal) than if he paid according to the terms of his Contract. Additional interest accrued on the account due to paying late and payment extensions. As a result, the total amount that the customer needs to pay to pay off his Contract will be higher than the original Total of Payments, which is based on paying according to the Payment Schedule.
  
  Interest accrues daily and is based on current principal balance and the contractual annual percentage rate (APR) of 27.06%.  When the payments are posted, any accrued interest is paid first, then the remainder of the payment is applied to the principal.  Regarding applying payments, ACA applies payments in the following allocation order:
  
              1.           Repossession fees, if any
              2.           Interest (currently due)
              3.           Principal (current and past due)
              4.           All other fees (such as late fees and non-sufficient funds fees (NSF)
              5.           Remaining principal
  
  Whenever *** **** makes a payment, ACA applies the payment to the accrued interest first, then principal. Interest accrues daily and is based on the current principal balance, the APR of 27.06% and the number of days over which interest has accrued. The principal balance is highest at the beginning of the loan, so more of the payment is taken up by interest early in the loan.  The customer has made the equivalent of 11 monthly payments on his Contract which has a term of 57 months.  Payment extensions and paying late (after the due date) cause additional accrued interest and more of each payment to be taken up by interest and late fees and not available to apply to principal.  An explanatory document entitled “Simple Interest FAQ” is attached which will further explain how simple interest works.
  
  In addition, as stated in Simple Interest FAQ, to reduce interest costs and help reduce principal balance, the customer may desire to make lump sum payments (in addition to his monthly payments).  Any payment overage will automatically apply to principal once the accrued interest and any unpaid late fees are paid. Gradually over the 57-month term, as the customer makes regular on-time full monthly payments (with no further extensions) principal balance will be reduced and less of each payment will apply to interest and more to principal.
  
  If a customer pays strictly according to the payment schedule, some of every payment (except the first payment) will be available to apply to principal, after accrued interest is paid. However, if a payment is one, two, or more days late, additional interest has accrued, causing more of the next payment to apply to interest and less or none to be available to pay down principal.
  
  ACA appreciates the opportunity to explain how monthly payment history is reported to the credit bureaus. ACA reports payment history based on current or past due status at the end of each month. An account which is 0 to 29 days past due at the end of the month will report as “current.” An account which is 30 to 59 days past due at the end of the month will report as “30+ late.” An account which is 60 to 89 days past due at the end of the month will report as “60+ late.” An account which is 90 to 119 days past due at the end of the month will report as “90+ late.”
  
  The account reported 30 days + 9/2023, 10/2023, 2/2024, 3/2024 ,4/2024, 5/2024, 6/2024.  The account reported 60 days + 11/2023, 12/2023, 7/2024 & 8/2024.
  
  ACA reports to the credit bureaus how the customer has paid. ACA is required to furnish accurate information to the credit bureaus.
  
  The vehicle was deemed a total loss on 8/15/2024. The investigation is still ongoing.
  
  The customer is responsible for making their full monthly payment until the account is paid in full, even while insurance proceeds, extended warrant refunds and GAP benefits are pending.
  
  Currently the account is 78 days past due for $1,703.61 this includes $161.21 in late fees and $200.00 in NSF fees.  We encourage *** **** to call ACA at ************ to make arrangements to bring the account current.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** **** l has any questions, he may contact Karen R. at ************ ** *******************************
  
  Keith K.
  
  Customer Experience Manager

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i was in bankruptcy when i started using them to make car payments. my attorney asked that i receive monthly statements. now my bankruptcy is over and the company is telling me that they are no longer allowed to send me monthly statements that shows the details of my account because my bankruptcy has been closed. that is extremely unfair that i am not allowed to get monthly statements with my account info to make payments. They will also not give me online access to the account due to being in a bankruptcy. I feel that this is an unfair lending practice and would like to no what i owe each month and my payoff. i do not feel that i should have to call them every month.

  

  Business response

  09/06/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ***** ******** with the BBB case number ********* 
  
  An investigation of the customer’s account determined *** ***** ******** signed a Retail Installment Contract on 9/1/2020 with ***** Car Sales Pittsburgh, for the purchase of a 2018/ Kia Optima. The contract was assigned to ACA.   
  
  ACA’s investigation reveals that *** ******** filed Chapter 13 bankruptcy 4/23/2018. Bankruptcy accounts no longer receive monthly account statements or have access to online payment portal.  However, bankruptcy customers can contact ACA by phone at any time to make payment arrangements or discuss the status of their account.
  
  *** ********** payments are being applied to the account (see Customer Transaction History), as of October 1,2020.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ******** has any questions, she may contact Karen R. at ************ ** *******************************
  

  Customer response

  09/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I feel this is unacceptable. My bankruptcy attorney sent them something that i still wanted to receive statements as that is only fair business practice, but when my bankruptcy concluded i stopped receiving statements, but need to pay through the mail as they will not allow me online account access.  it is not fair that i need to call every month to confirm payment received and get the address where to send it to, account info.  I have to spend a long time on hold for this information and feel that they are trying to negatively affect my ability to pay them in a timely manner.  

  They are my only creditor that will not send statements to me.  They are setting me up to fail making payments to them.
  
  Regards,
  
  ***** ********

  

  Business response

  09/18/2024

  ACA’s investigation reveals that *** ******** filed Chapter 13 bankruptcy 4/23/2018. Bankruptcy accounts no longer receive monthly account statements or have access to the online payment portal.  However, bankruptcy customers can contact ACA by phone at any time to make payment arrangements or discuss the status of their account.
  
  ACA has no record of *** ********* attorney making a request to receive statements.  Her attorney can reach out to ********************* with any questions they may have regarding any prior email request they may have sent.   

  Customer response

  09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  M it is strange that the business said that they didn’t know anything about my attorney saying to send me statements because they are the ones who actually told me that I don’t understand why they feel the need to lie and I don’t understand and it makes no sense to me why I cannot still receive statements. It seems crazy to involve an attorney in order for them to send me monthly statements, they are setting me up to fail and not make my payments and that is quite stressful from a business 
  
  Regards,
  
  ***** ********

• Initial Complaint

  08/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  American Credit Acceptance (ACA) financed a vehicle for me on March 21 through ******* ****. The car was $5000 with a $4500 service contract added in by the salesperson. My first payment was due on May 5, 2024. Unfortunately, someone hit the vehicle head-on totaling the car out. There were injuries that required an ambulance ride. I immediately contacted ACA to inform them of what had happened. The agent said she would place the information on my account and my insurance would take care of everything. Around May 13, a payment was issued to ACA from my insurance company in the amount of $7100. After this payment it left a balance of $2300. I understood the balance due to a service contract being financed with this car. I was told by an agent that I needed to cancel the contract to clear the balance. I immediately went into the dealership to cancel it. However, it took the dealership from May until August to cancel the service contract and issue a check to ACA. ACA continued to demand payment although they had received $7100 which should have advanced my account. My credit report is reflecting 60 days past due on payments when I shouldn’t have had any late payments. They are still reporting late payments with my account being paid off and closed. This is extremely stressful as my credit report has taken several significant hits.

  

  Business response

  08/29/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ******* ***** with the BBB case number *********
  
  An investigation of the customer’s account determined *** ******* ******** ***** signed a Retail Installment Contract on 3/21/2024 with *** *** *** ***, for the purchase of a 2013 Hyundai Sonata Hybrid.  The contract was assigned to ACA.   
  
  ACA received the insurance check on 5/23/2024 for $7,092.93. The payment was applied to the principal balance.
  
  The customer is responsible for making their full monthly payment until the account is paid in full, even while insurance proceeds, extended warrant refunds and GAP benefits are pending.
  
  ACA received a service contract refund check for $4,160.20 on 8/06/2024. This paid off the account in full.    
  
  ACA appreciates the opportunity to explain how monthly payment history is reported to the credit bureaus. ACA reports payment history based on current or past due status at the end of each month. An account which is 0 to 29 days past due at the end of the month will report as “current.” An account which is 30 to 59 days past due at the end of the month will report as “30+ late.” An account which is 60 to 89 days past due at the end of the month will report as “60+ late.” An account which is 90 to 119 days past due at the end of the month will report as “90+ late.”
  
  The account reported 30+ days past due for 6/2024. The account reported 60+ days past due for 7/2024.
  
  As a courtesy, ACA will change the negative credit mark for 6/2024 and 7/2024 to “neutral,” which is not derogatory.     
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ***** has any questions, she may contact Karen R. at ************ ** *******************************
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  08/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have late payments from AMERICAN CREDIT ACCEPT on my credit report. I have been on time for 99% of my payments. The months that report a late payment was due to an ACH payment issue with my bank and I was never notified about it. I would like to ask if upper management could submit a request to the credit reporting agencies to remove the late payments.

  

  Business response

  08/27/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ******* **** with the BBB case number ********* 
  
  An investigation of the customer’s account determined *** **** signed a Retail Installment Contract on 03/23/2018 with ******, for the purchase of a 2015 Chrysler 200. The contract was assigned to ACA.   
  
  ACA appreciates the opportunity to explain how monthly payment history is reported to the credit bureaus. ACA reports payment history based on current or past due status at the end of each month. An account which is 0 to 29 days past due at the end of the month will report as “current.” An account which is 30 to 59 days past due at the end of the month will report as “30+ late.” An account which is 60 to 89 days past due at the end of the month will report as “60+ late.” An account which is 90 to 119 days past due at the end of the month will report as “90+ late.”
  
  ACA is furnishing accurate information to the credit bureaus regarding *** ****** account. Regarding the payment history, all months are reporting as “current” or “no information,” which is not derogatory, except as explained below.   
  
  The account reported 30+ days past due for 2/2019, 11/2020, 12/2020, 10/2021, 6/2022, 7/2022, 11/2022, /2023, 4/2023 ,5/2023, 9/2023, 10/2023, 1/2024, 2/2024 and 4/2024.
  
  Currently the account is 32 days past due for $1,421.53. The past due amount includes $537.33 in late fees. We encourage the customer to call ACA at ************ to make arrangements to bring the account current.
  
  Accordingly, no adjustments to the credit reporting of this account are needed. ACA hopes that this information will assist *** **** in maintaining a good credit reporting history going forward.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ******* has any questions, she may contact Karen R. at ************ ** ******************************.
  
  Keith K.
  Customer Experience Manager
  

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 9/22/2022 I lost my job and I admitt I have not been keeping up with the payments, and I did not inform them at the time , I was so busy trying catch up on a lot of things and I got behind on my payments. I current owe $5,630 and it was a little higher prior to 6/20/2024. In June on 6/20/24 I received a call and email in regards to repossession , and I informed the lady that I am getting back on my feet and that I could definitely make my payments . She agreed that I would have to pay 507.33 every 15 weeks. I explained to her that since I'm paid weekly I could make the payment and I started by paying $200 and then the next day on June 21st. I made a payment of $307.00 after speaking with collections. Since then I've been paying weekly of $257.00 and today 8/19/2024 I received a phone that I was in repossession status and I couldn't help but notice that in 6/21/2024 I went to their website and scheduled a payment for 7/5/24 for $507.33 and I don't see that it was even taken out. And I didn't receive an email of it being declined. But I do show that on 7/5/2024 a payment I made of $257.00. But the $507 was missing from card ending in ****. I didn't receive a notice of anything declining or being rejected from American credit acceptance so I believed I was up to date. I just wish that I would've received an email notice of this or a letter. Because I was really confused: my wish is that I can have the $200 payment on 6/20 accounted for in my collections payments and that it's noted I'm paying weekly. The first person I spoke with did not inform me that I couldn't pay weekly And as well the two first payment were made within 24hrs of each other I'm not sure why it's not being accepted. I informed the first representative that I get paid weekly and I have to split the payment in half and just pay weekly and she said every 15 days but I'm getting repossession emails right after each payment I make. So far I've paid abt $2, 299.00 which I will continue to pay .

  

  Business response

  08/28/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ****** **** with the BBB case number ********* 
  
  An investigation of the customer’s account determined *** ****** ******** **** signed a Retail Installment Contract on 12/29/2020 with ********** ******* Company of KS, LLC, for the purchase of a 2019 Nissan Rogue Sport.  The contract was assigned to ACA.   
  
  On 6/20/2024 the vehicle was assigned for repossession at 406 days past due for $6,909.59. *** **** was advised full monthly payments of $507.33 were required to prevent the repossession.
  
  *** **** processed a payment on 6/20/2024 for $200.00 via debit. The payment was applied to April 2023 payment.  On 6/21/2024 *** **** processed a payment for $307.33 via debit. The payment was applied to May 2023 payment.
  
  On 6/21/2024 *** **** set up a payment to draft automatically on 7/5/2024 for $507.33. The payment on 7/5/2024 failed with the return code of “failed authorization – credit card declined.”
  
  Currently the account is 321 days past due for $5,110.92. We encourage the customer to call ACA at ************ to make arrangements to bring the account current.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** **** has any questions, she may contact Karen R. at ************ ** *******************************
  
  Keith K.
  Customer Experience Manager
  

  Customer response

  08/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and i wasn't aware the 507 payment declined, that's why i was confused about them saying they were not receiving payments 
  
  Regards,
  
  ****** ****

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/13/2024, ACA called me for a payment that was 27 days past due. I explained that I couldn't make a payment. The agent said that collection calls would continue and noted it down. I asked for assistance, but was told I wasn't eligible due to a deferment last August. I mentioned being offered a deferment on 6/11/2024, she stated no notes to support. I asked to speak with a supervisor and was transferred to a "Team Lead" who didn't disclose her position. She mentioned no mention of a deferment, but said they would do it. I asked if she could confirm this by pulling the call, but she refused. I expressed concern about my credit being affected and requested to speak with her manager. She promised a call back from Rochell, which I'm still waiting for. I work for a collections company and find this unacceptable and not how you run a business. The inconsistency on if you need to be current or past due to get a ssistance is insane. I have never been past 30 days on my loan since i got it in 2020 and only asked for assistance once. You would think they would be more helpful with their customer that barley request assistance. I just used the last of what I have to make a payment no thanks to ACA. I hope you guys are proud of the type of business you run and would like for all of my calls to be pulled to confirm if a deferment was ever offered 6/11 and to hear they way you team do business.

  

  Business response

  09/06/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ******* ******* with the BBB case number *********  
  
  ACA has reached out by phone and have been able to speak with *** ******** An investigation of the customer’s account determined *** ******* ****** ******* and ********* ***** ********* signed a Retail Installment Contract on 7/3/2020 with ********** Chrysler Jeep Ram Dodge Ram North Richland, for the purchase of a 2008 Mercedes-Benz C Class. The contract was assigned to ACA.   
  
  ACA’s investigation reveals that *** ******* spoke to ACA on June 11 regarding her request for a payment extension. She was accurately advised that her account was not eligible for extension assistance.  
  
  ACA was able to speak with *** ******* on 8/13 and explained to her an exception for a one-month payment extension was available if she could make a payment, no payment arrangements were made.  ACA’s manager returned a call to *** ******* on 8/20 but was unable to speak with her. On 8/24, *** ******* called regarding a follow up call for assistance, ACA was able to provide the customer with a one-month exception payment extension. On 9/4, ACA’s Customer Experience manager reached out by phone and has been unable to speak with *** ********
  
  ACA is furnishing accurate information to the credit bureaus regarding the customers’ account. Accordingly, no adjustments to the credit reporting of this account are needed.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If the customers have any questions, they may contact Karen R. at ************ ** ************************************* 
  
  Keith K.
  Customer Experience Manager
  

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My vehicle was damaged in a hail storm. Incident date 5/30/24. Check cashed by ACA 6/27/24. Car repairs completed 7/3/24. First, the insurance issued the check in our name and the lienholder name. ACA cashed the insurance check but did not credit to my account. I literally called every day. That was resolved. Now they have failed to issue payment to the body shop. The body shop will not release vehicle until payment is received. ACA states the check was mailed on Wednesday July 24, 2024, and should take 7-10 days to reach recipient. The body shop has not received payment. I have called 10 times trying to get ACA to review tracking information or provide me with the information. However when I call it sends me automatically to voicemail. I called from an unknown number and was able to talk to a live person, who transferred me back to the voicemail. No one has returned my calls. I need the check released to the body shop, storage fees paid, my account credited for the loss usage of my vehicle, and reimbursement for additional car rental days.

  

  Business response

  08/26/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ***** ******* with the BBB case number *********
  
  ACA has reached out by phone and have been unable to speak with *** ******** An investigation of the customer’s account determined ******** ******* ******* and ***** ******* ******* signed a Retail Installment Contract on 9/15/2023 with ******, for the purchase of a 2019 Ford F150.  The contract was assigned to ACA.   
  
  ACA apologizes for any confusion this situation has caused.
  
  There was a delay in speaking with the repair shop to confirm the completion of the vehicle. ACA confirmed the repairs were completed on 7/20/2024.
  
  The insurance check was sent on 8/14/2024 via ***** to ****** ****** ***** * ***** ***** ** ****, Hempstead, TX 77445 once the repairs were confirmed to have been completed.  The ***** package was delivered on 8/16/2024.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ******* has any questions; she may contact Karen R. at ************ ** *******************************
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  American Credit Acceptance financed a truck I purchased. Then when I found out they put all my payments I paid them plus my down payment back on top of the loan I told them to take the truck and refund my money. They refused to do any of this. They ended up closing the account and charged it off as a natural disaster. But now they are contacting me again saying I need to pay them more money after I had told them to take the truck back and refund my money. They have not contacted me for over a year and a half and now they are back at it again. This issue need resolved and dealt with after they were told point blank to get the truck and refund the money. Like I said they refused any of this and wrote it off as a loss. So they don't need to be harassing me anymore. I've filed one other complaint against then and now this one and they keep going. They are rude and very unprofessional and when you talk to them they are racist and very condescending to their customers

  

  Business response

  08/28/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ******* **** with the BBB case number ********* 
  
  An investigation of the customer’s account determined *** ******* ****** **** signed a Retail Installment Contract on 10/08/2022 with ******* for the purchase of a 2017 GMC Sierra 1500. The contract was assigned to ACA.   
  
  The Contract calls for a payment schedule of 72 payments of 928.47 due monthly beginning November22,2022.  *** **** has made an equivalent of (4) monthly payments. (See Customer Transaction History, attached).  ACA received a partial payment 5/12/2023 in the amount of $310.00.  This payment was applied to his February 2023 payment.  The last time ACA spoke with *** **** was 8/26/2023, he asked ACA to pick up the vehicle, but we were unable to locate it at the address provided.
  
  The customer’s account charged off 9/29/2023 after reaching 120 days past due for payment default.  *** **** is still responsible for the remaining balance.   
  
  ACA has no call record of anyone being rude or unprofessional.  
  
  We encourage *** **** contact ************ and provide an up-to date address to have the vehicle retrieved.    
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** **** has any questions, he may contact Karen R. at ************ ** *******************************
  Keith K.
  Customer Experience Manager
  
  

  Customer response

  08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  ******* ****
  

  Customer response

  08/29/2024

  All those payment were added on top of the original sale price of the truck. The truck was on 32600 and they say the balance is over 36000. They in turn added all payments to the sale price including the 1500 down payment. And when I told them to pick up the truck they never did in over 8 months or so. When they said they tried to retrieve the truck they said I lived in a gated community which is totally false. And when I talked to the customer service rep I ask where the repo company was coming from and they said " in the u.s. " they wouldn't give a direct answer  and when I called the repo company they were out of Michigan and said they tried numerous times to get the truck and it was in a gated community. They have my address and always have so they never made any attempts to get the truck. So they are at fault for not doing what they said and we're making false statements about the truck.

  

  Business response

  09/05/2024

  *** **** agreed to the attached Contract indicating the following: an Annual Percentage Rate (APR) of 27.00% a Finance Charge of $34,265.41, an Amount Financed of $32,584.43, a Total of Payments of $66,849.84 (the total amount the customer would have paid after making all payments as scheduled) and a Total Sale Price of $ 68,349.84  (the total cost of the purchase on credit, including the down payment of $1,500.00). 
  
  The Contract calls for a payment schedule of seventy-two payments of 928.47 due monthly beginning November 22,2022.  *** **** has made an equivalent of (4) monthly payments. (See Customer Transaction History, attached). ACA received a partial payment 5/12/2023 in the amount of $310.00. This $310.00 payment was applied to his February 2023 payment. The last time ACA spoke with *** **** was 8/26/2023, he asked ACA to pick up the vehicle, but we were unable to locate it at the address provided.
  
  The customer’s account charged off 9/29/2023 after reaching 120 days past due for payment default. *** **** is still responsible for the remaining balance.   
  
  We encourage *** **** contact ************ and provide an up-to date address to have the vehicle retrieved.    
  

*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. ↩