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:07/22/2025

  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 am writing to inform you of a fraudulent account that has been opened in my name with American Credit Accept. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:
  
  Creditor Name: American Credit Accept
  Opened Date: 7/18/2024
  Account Number: ***********
  High Credit: $41,162.00
  
  I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.
  
  For your reference, I have attached a copy of my Identity Theft Complaint to support this claim.
  
  Thank you for your prompt attention to this matter.

  

  Business Response

  Date: 07/25/2025

  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 July 18, 2024, with ********* ********* *** to purchase a **** **** ***** ***** *****.  The contract was assigned
  to ACA.  
  
  ACA
  takes all allegations of identity theft very seriously. After a thorough
  investigation by ACA's Fraud Department, the allegations were determined to be
  unsubstantiated.
  
  On
  July 23, 2025, a letter was sent to the address mentioned in the complaint:
  **** **** ****** ** ******** ***** ** *****. (See Attached)
  
  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.”
  
  The
  account reported 30+ days past due on 2/2025 The account reported 60+ days past
  due on 5/2025 The account reported 60+ days past due on 10/2024, The account
  reported 90+ days past due on 1/2025, The account reported 90+ days past due on
  12/2024 and 11/2024. 
  
  ACA
  reports to the credit bureaus how the customer has paid. ACA is required to
  furnish accurate information to the credit bureaus.
  
  Accordingly,
  no adjustments to the credit reporting of this account are needed.
  
  Our
  mission and values state that ACA prioritizes a positive customer experience.
  If **. ****** has any questions, he may contact the Customer Experience Team at
  864-256-2309 or ******************************.
  
  Keith
  K.
  Customer
  Experience Manager

• Initial Complaint

  Date:07/14/2025

  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 been paying my car payments since 08/2022 and none of my 35 payments I made is paid towards my car loan. I’m also in area affected by a natural disaster Kerr county flood 2025

  

  Business Response

  Date: 07/22/2025

  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 that ****** ****** *******
  signed a Retail Installment Contract with ****** on August 10, 2022, for the
  purchase of a 2015 Nissan Rogue. The contract was assigned to ACA.  
  
  American
  Credit Acceptance empathizes with *** ********* experience from the natural
  disaster.
  
  The
  customer agreed to the attached Contract, which indicated the following: an
  Annual Percentage Rate (APR) of 24.10%, a Finance Charge of $20,092.2, an
  Amount Financed of $21,863.10, a Total of Payments of $41,955.12 (the total
  amount that the customer will have paid after making all payments as
  scheduled), and a Total Sale Price of $43,955.12. (the total cost of her
  purchase on credit, plus her down payment of $2,000.00).
  
  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 $$41,955.12 within the 72-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 thirty (30) late charges, which are
  incurred when a payment is not received in full within 15 days after it is due.
  She received six (6) extensions. Late payments and extensions have resulted in
  more of her payments being applied to interest (as opposed to principal) than
  if she paid according to the terms of her Contract. Additional interest accrued
  on the account due to paying late and payment extensions. As a result, the
  total amount the customer needs to pay off her Contract will be higher than the
  original Total of Payments, which is based on paying according to the Payment
  Schedule.
  
  Interest
  accrues daily based on the current principal balance and the contractual annual
  percentage rate (APR) of 24.10%.  When the payments are posted, any
  accrued interest is paid first, then the remainder 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 the principal. Interest accrues daily based on the current
  principal balance, the APR of 26.66%, and the number of days interest has
  accrued. The principal balance is highest at the beginning of the contract, so
  more of the payment is taken up by interest early in the contract.  The
  customer has made the equivalent of 26 monthly payments on her Contract, which
  has a term of 72 months.  Payment extensions and late payments (after the
  due date) cause additional accrued interest, and more of each payment is to be
  taken up by interest and late fees. It is not available to apply to the
  principal due to this.  An explanatory document entitled “Simple Interest
  FAQ” is attached to explain further how simple interest works.
  
  In
  addition, as stated in the 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 the principal once the accrued interest and unpaid late
  fees are paid. Gradually, over the 72-month term, as the customer makes
  regular, on-time full, monthly payments (with no further extensions), the
  principal balance will be reduced, and less of each payment will apply to
  interest and more to the 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 the principal
  after accrued interest is paid. However, suppose a payment is one, two, or more
  days late. In that case, additional interest has accrued, causing more of the
  following payments to apply to interest and less or none to be available to pay
  down the principal.
  
  Currently,
  the account is 59 days past due for $1,770.49. We encourage *** ******* to call
  ACA at ************ to arrange to bring the account current.
  
  Our
  mission and values state that ACA prioritizes a positive customer experience.
  If *** ******* has any questions, she may contact the Customer Experience Team
  at ************ ** *******************************
  
  Keith
  K.
  Customer
  Experience Manager
  
  

• Initial Complaint

  Date:07/11/2025

  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.

  AMERICAN CREDIT ACCEPTANCE has violated my rights. 15 USC 1681 Section 602 states i have the right to privacy. 15 USC 1681 Section 604 A Section 2: it also states a consumer reporting agency cannot furnish a account without my written instructions.

  

  Business Response

  Date: 07/21/2025

  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 that ***** ******** and **** ******** signed a Retail Installment Contract on November 30, 2022, with
  ********** **** *** to purchase a 2020 Chevrolet Silverado 2500 HD Crew Cab.
  The contract was assigned to ACA.  
  
  ACA
  complies with opt-out provisions and applicable law by including our Privacy
  Policy in the Welcome Letter and posting it on our website at ************************************************* Our Privacy Notice
  is attached. A Privacy Notice also appears on monthly statements.
  
  All
  financial companies must share customers’ personal information to run their
  everyday business. Customers cannot opt out of sharing due to everyday business
  purposes. Opt-out laws do not apply to the disclosure of information that ACA
  can share by law, such as information used for everyday business purposes
  (servicing the account, credit reporting, etc.).
  
  ACA
  does not share customer information for those areas that a customer can request
  to opt out of; therefore, there is nothing for a customer to opt out
  of.  
  
  Regarding
  permission to report information to the credit bureaus, creditors do not need
  permission from customers to report to the credit bureaus. ACA informs
  customers that we may report information about their account to the credit
  bureaus in the Welcome Letter and monthly statements.
  
  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.”
  
  The
  account reported 30+ days past due on 4/2025 and 2/2025. The account reported
  30+ days past due on 12/2024. The account reported 60+ days past due on 5/2025
  and 3/2025.
  
  ACA
  reports to the credit bureaus how the customer has paid. ACA is required to
  furnish accurate information to the credit bureaus.
  
  Accordingly,
  no adjustments to the credit reporting of this account are needed.
  
  Our
  mission and values state that ACA prioritizes a positive customer experience.
  If *** ******** has any questions, he may contact the Customer Experience Team
  at ************ ** *******************************
  
  Keith
  K.
  Customer
  Experience Manager
  

  

  Business Response

  Date: 07/21/2025

  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 that ***** ******** and **** ******** signed a Retail Installment Contract on November 30, 2022, with
  ********** **** *** to purchase a 2020 Chevrolet Silverado 2500 HD Crew Cab.
  The contract was assigned to ACA.  
  
  ACA
  complies with opt-out provisions and applicable law by including our Privacy
  Policy in the Welcome Letter and posting it on our website at ************************************************* Our Privacy Notice
  is attached. A Privacy Notice also appears on monthly statements.
  
  All
  financial companies must share customers’ personal information to run their
  everyday business. Customers cannot opt out of sharing due to everyday business
  purposes. Opt-out laws do not apply to the disclosure of information that ACA
  can share by law, such as information used for everyday business purposes
  (servicing the account, credit reporting, etc.).
  
  ACA
  does not share customer information for those areas that a customer can request
  to opt out of; therefore, there is nothing for a customer to opt out
  of.  
  
  Regarding
  permission to report information to the credit bureaus, creditors do not need
  permission from customers to report to the credit bureaus. ACA informs
  customers that we may report information about their account to the credit
  bureaus in the Welcome Letter and monthly statements.
  
  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.”
  
  The
  account reported 30+ days past due on 4/2025 and 2/2025. The account reported
  30+ days past due on 12/2024. The account reported 60+ days past due on 5/2025
  and 3/2025.
  
  ACA
  reports to the credit bureaus how the customer has paid. ACA is required to
  furnish accurate information to the credit bureaus.
  
  Accordingly,
  no adjustments to the credit reporting of this account are needed.
  
  Our
  mission and values state that ACA prioritizes a positive customer experience.
  If *** ******** has any questions, he may contact the Customer Experience Team
  at ************ ** *******************************
  
  Keith
  K.
  Customer
  Experience Manager
  

• Initial Complaint

  Date:07/11/2025

  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 believe this account has been assigned to me in error, as I am not liable for the debt in question.
  
  I have no contractual obligation with AMER CR ACPT and have never received any documentation to substantiate the validity of this debt, despite my formal requests for verification. I specifically asked to review the original application or contract related to this alleged debt. Since AMER CR ACPT has been unable to provide this documentation, I assert that the debt is not mine and should not be associated with my records.
  
  I kindly request the removal of this erroneous collection from my account and an acknowledgment of this resolution in writing. Thank you for your attention to this matter.

  

  Business Response

  Date: 07/21/2025

  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 that ****** ********* ****** and ***** ******* ****** signed a Retail Installment Contract with ****** on
  March 18, 2018, to purchase a 2018 Dodge Journey. The contract was assigned to
  ACA.  
  
  ACA
  takes all allegations of identity theft very seriously. After a thorough
  investigation by ACA's Fraud Department, the allegations were determined to be
  unsubstantiated.
  
  On
  May 5, 2025, a letter was sent to the address mentioned in the complaint: ***** ******** ***** *** Houston, TX 77047. (See Attached)
  
  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 that is 0 to 29 days past due at
  the end of the month will be reported as “current.” An account 30 to 59 days
  past due at the end of the month will report as “30+ late.” An account 60 to 89
  days past due at the end of the month will report as “60+ late.”
  
  The
  account reported 30+ days past due on 2/2025 and 1/2025. The account reported
  30+ days past due on 12/2024, 8/2024, 7/2024, 6/2024, 5/2024, 4/2024, 3/2024,
  2/2024 and 1/2024. The account reported 30+ days past due on 12/2023, 8/2023,
  7/2023, and 1/2023. The account reported 30+ days past due on 12/2022, 10/2022,
  and 6/2022. The account reported 30+ days past due on 12/2019 and 2/2019. 
  The account reported 60+ days past due on 3/2025. The account reported 60+ days
  past due on 9/2023 and 2/2023.
  
  ACA
  reports to the credit bureaus how the customer has paid. ACA is required to
  furnish accurate information to the credit bureaus.
  
  Accordingly,
  no adjustments to the credit reporting of this account are needed.
  
  Our
  mission and values state that ACA prioritizes a positive customer experience.
  If *** ****** has any questions, she may contact the Customer Experience Team
  at ************ ** *******************************
  
  Keith
  K.
  Customer
  Experience Manager

• Initial Complaint

  Date:07/11/2025

  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.

  July 2025 was in contact with American Credit Acceptance about making a payment on my car loan. I asked them if my car was up for repossession, to which they told me they had nothing that said it was. So I assumed I would be able to make a payment as my account showed it was open. Only for me to come out of my home and find that they had already repossessed my vehicle. I received no notice of this and it caused massive inconveniences as now I can’t go to work and I was here thinking I could make arrangements to pay any balances due.

  

  Business Response

  Date: 07/21/2025

  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 September 21, 2024, with ******* for the
  purchase of a 2023 Honda Civic.  The contract was assigned to ACA.
    
  
  On
  April 16,2025, ACA mailed *** ******* a Right to Cure correspondence advising
  him of the status of the account (See Attached).
  
  The
  vehicle was repossessed on July 9, 2025, at 66 days past due for $2,278.05.
  
  On
  July 10,2025 *** ******* was advised via chat the vehicle had been repossessed.
  
  *** ******* was advised that he was required to pay $2,648.06 to redeem the
  vehicle. (See Attached)
  
  The
  vehicle is on hold at the auction until July 25,2025. 
  
  ACA
  encourages *** ******* to contact the ACA Reinstatement Team at ************ to
  discuss redeeming the vehicle.
  
  A
  positive customer experience is a top priority for ACA, as stated in our
  mission and values. If *** ******* has any questions; he may contact the
  Customer Experience Team at ************ ** *******************************
  
  Keith
  K.
  Customer
  Experience Manager
  

• Initial Complaint

  Date:07/10/2025

  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.

  My car loan was paid off and additional money was owed to me. I received a pre-paid debit for my refund. I wanted to transfer the money to my bank account and noticed there is a $100 fee to transfer MY money. There also an option to receive a check. Why weren't these options presented to me prior sending or just a check sent. The pre-paid debit card is not taken by some merchants. And they have the audacity to charge me to transfer my money to my account. Requesting the check option is a joke! It will take another week to get my check. I think this is poor business practice and another way to get additional funds out of people. I need every cent of this refund and can not afford a $100 fee to transfer my money.

  

  Business Response

  Date: 07/16/2025

  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 July 19,2024 with ******, for the
  purchase of a 2019 Jaguar I-PACE.  The contract was assigned to ACA.
    
  
  ACA
  apologizes for any inconvenience or confusion this may have caused *** ********
  
  We
  send overpayment funds using pre-paid *********** ******** ** ****, a
  third-party service.
  
  To
  transfer funds from a prepaid card to a check or bank account, customers must
  first activate and register their card by visiting the following website:
  *********************************************
  
  Once
  on the website, customers will find options for transferring their funds. They
  can choose to move the funds from the card to a bank account directly or
  contact **** customer service to request a check.
  
  Checks
  should be requested by the customer through **** Customer Service at
  ************* 
  
  The
  customer can continue on that webpage to request and set up the transfer to a
  bank account. Depending on the bank, this process typically takes 3-5 business
  days.  
  
  Checks
  are issued by ***** ***** the parent company of ***** the provider of prepaid
  cards for ACA overpayments. Check requests are processed and received by the
  customer within 7-10 business days.
  
  This
  information is in the package sent to the customer containing the prepaid
  card.  
  
  A
  positive customer experience is a top priority for ACA, as stated in our
  mission and values. If *** ******* has any questions; she may contact the
  Customer Experience Team at ************ ** *******************************
  
  Keith
  K.
  Customer
  Experience Manager
  
  

• Initial Complaint

  Date:07/07/2025

  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 had filed a previous complaint with the bbb and you guys had resolved it with American Credit Acceptance they responded back to you and said on June 4th they would close the account and they said they have closed it but according to Credit karma they added 7.00 dollars and it is 543.00 now and still open on Credit karma I was told today that it would not be reported to the credit bureau until the end of July or August it is paid this has been going on since January of this year it has been paid in full I sent all the documents to you in original complaint this has effected me and my wife's credit and may cause us not to get our mortgage this place of business is not good and should be audited and shut down all they have done is hurt people's credit and they continue to do so on ours for almost six months after it was paid i feel they need to report this as paid in full and in very good standing just due to the problems me and my wife have had from just this company alone I do not think it is right for them to take a couple months for them to report it is paid in full I hope you can help us and everyone that has to deal with this company they do not help Americans or let alone anybody for this matter they may have my family living on the street because they can't just reportits satisfied but if I still had the loan they sure could report it being late very fast

  

  Business Response

  Date: 07/14/2025

  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 that ***** ** ***** and
  ******* ****** ******** signed a Retail Installment Contract on March 12,
  2021 with ********** **** ***** **** **** to purchase a 2011 GMC Terrain. The
  contract was assigned to ACA.   
  
  ACA can
  confirm that the account is closed.  ACA has confirmed that the three
  major credit bureaus are reporting the account as closed.
  
  *** ******** refers to Credit Karma in his complaint. It’s important to note that
  the ACA provides information to the three major credit bureaus: TransUnion,
  Equifax, and Experian. However, Credit Karma is a commercial credit reporting
  service and not a credit bureau. The ACA does not provide information to Credit
  Karma. We generally recommend that customers check their official credit
  reports from TransUnion, Equifax, and Experian to access fully updated and
  accurate information.
  
  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 that is 0 to 29 days past due at
  the end of the month will report as “current.” An account that is 30 to 59 days
  past due at the end of the month will report as “30+ late.” An account that is
  60 to 89 days past due at the end of the month will report as “60+ late.”
  
  The account
  reported 30+ days past due on 10/2024, 8/2024, and 5/2024. The account reported
  60+ days past due on 12/2024. The account reported 30+ days past due on
  12/2023, 10/2023, and 5/2023. The account reported 30+ days past due on 3/2022
  and 1/2022. The account reported 60+ days past due on 8/2022 and 7/2022.
  
  ACA reports
  to the credit bureaus how the customer has paid. ACA is required to furnish
  accurate information to the credit bureaus.
  
  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 *** ******** has any questions; he may contact the Customer
  Experience Team at ************ ** *******************************
  
  Keith K.
  Customer
  Experience Manager
  

• Initial Complaint

  Date:06/23/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am inquiring on lates payments the American acceptance From July, Aug & September. I have reached out to them numerous of times to see if I can get a good will adjustment due to the fact that I was homeless with Children during that time frame. When I called in July, The representatives was RUDE and told me I could not do a payment arrangement and basically I had to give money now and at the time me and my children had no where to go, barely food to eat. I never avoided the responsibility of paying on time. after numerous call I was able to get someone who took the time to put me on a payment arrangement and since I have been paying on time. I tried sending a good will letter and It was declined as accurate. I was not disputing the accuracy, I am requesting the lates to be deleted as it is effecting me from getting a home now for me and my children, which again I will end up homeless. I am trying to avoid. I have sent letters, owning up to the late payments and since have continued to pay on time. My emails are going unanswered. Nobody is assisting me by phone. I finally got a email back in regards to not deleting anything due to it was accurate. however I am not disputing the Accuracy, I am Asking for a one time adjustment. This is the worst company I ever experience when it comes to helping their customers.

  

  Business Response

  Date: 06/26/2025

  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 November 17, 2023 with ******* for the
  purchase of a 2017 Buick Encore.  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.”
  
  The
  account reported 30+ days past due on 8/2024 and 7/2024. The account reported
  60+ days past due on 9/2024.
  
  ACA
  reports to the credit bureaus how the customer has paid. ACA is required to
  furnish accurate information to the credit bureaus.
  
  As
  a one-time courtesy, ACA is willing to change the negative credit mark for July
  2024, August 2024, and September 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 the
  Customer Experience Team at ************ ** *******************************
  
  Keith
  K.
  Customer
  Experience Manager
  

  Customer Answer

  Date: 06/26/2025

  [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 find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******** ******

• Initial Complaint

  Date:06/23/2025

  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 am submitting this formal complaint to dispute a fraudulent account listed under my credit profile by AMER CR ACPT. Below are the details of the account:
  
  Creditor: AMER CR ACPT
  
  Date Opened: 09/30/2019
  
  Account Number (Partial): ***********  This account was opened without my knowledge or permission. I am a victim of identity theft and have never opened any account with this company.
  
  I have taken the necessary steps and filed an identity theft complaint with the Federal Trade Commission at ****************** Enclosed are copies of the filed report and verification documents.
  
  I request that this account be removed from my credit report and that no further actions be taken by AMER CR ACPT in my name.
  
  Your prompt attention to this matter will be greatly appreciated.

  

  Business Response

  Date: 06/26/2025

  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 September 30,2019 with ******* for the purchase
  of a 2016 Chevrolet Silverado 2500.  The contract was assigned to ACA.
    
  
  The
  customer’s account was charged off on July 30, 2024, after reaching 120 days
  past due for payment default.  *** ******* is still responsible for the
  remaining balance.  
  
  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.”
  
  The
  account reported 30+ days past due on 4/2024. The account reported 30+ days
  past due on 6/2023 and 5/2023. The account reported 30+ days past due on 3/2022
  and 1/2022. The account reported 30+ days past due on 12/2021 and 7/2021.
  The account reported 60+ days past due on 5/2024. The account reported 60+ days
  past due on 6/2022, 5/2022, 4/2022, 2/2022. The account reported 90+ days past
  due on 1/2023. The account reported 90+ days past due on 6/2024. The account
  reported 90+ days past due on 12/2022, 11/2022, 10/2022, 9/2022, 8/2022,
  7/2022. The account reported 120+ days past due on 5/2025, 4/2025, 3/2025,
  2/2025,1/2025, 12/2024, 11/2024, 10/2024, 9/2024, 8/2024, 7/2024.
  
  ACA
  reports to the credit bureaus how the customer has paid. ACA is required to
  furnish accurate information to the credit bureaus.
  
  Accordingly,
  no adjustments to the credit reporting of this account are needed.
  
  ACA
  takes allegations of identity theft very seriously.  *** ******* needs to
  complete the attached Identity Theft Victim’s Complaint and Affidavit
  (“affidavit”), as recommended at www*****************   We ask
  him to mail the completed affidavit (with his signature notarized) along with a
  copy of any additional filed police or law enforcement report and a clear copy
  of his current driver’s license to ACA.
  
  Currently,
  the account is 480 days past due for $20,766.64. We encourage *** ******* to
  call ACA at 866-544-3430 to arrange to bring the account current or provide an
  up-to-date address to retrieve the vehicle.   
  
  A
  positive customer experience is a top priority for ACA, as stated in our
  mission and values. If *** ******* has any questions; he may contact the
  Customer Experience Team at ************ ** *******************************
  
  Keith
  K.
  Customer
  Experience Manager 

• Initial Complaint

  Date:06/17/2025

  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.

  n 2024, I purchased a 2018 Chevrolet Equinox from ******. American Credit Acceptance financed the loan at an APR of 24.10%. At the time, I was earning approximately $31,000 per year.
  
  During the signing process, I was verbally told by the ****** finance representative that a $4,099 extended warranty was required in order to be approved for the loan. I later discovered that the warranty was marked “optional” in the contract. I was not told this at the time of signing, and I was rushed through the documents without time to understand the impact of the add-ons or terms.
  
  The vehicle price was around $17,000, yet the loan total exceeds $25,000, not including interest — putting me approximately $10,000 underwater. My loan-to-value ratio is roughly 168%. ACA approved this loan despite my income level, without verifying that it was affordable.
  
  I have since made payments and recently brought my account current. I have filed complaints with the CFPB, the Texas Office of Consumer Credit Commissioner, and the Texas Attorney General. ACA has not resolved the issue or responded to any filings as of now.
  
  I am requesting:
  • A full refund of the $4,099 warranty due to misrepresentation
  • A review of the loan structure for affordability
  • Prevention of any further fees, collection actions, or repossession activity while this is under dispute
  
  I am open to a fair resolution, but this situation has caused significant financial harm and emotional distress. I was misled during the process and am simply asking ACA to make this right.

  

  Business Response

  Date: 07/14/2025

  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 August 17, 2024, with ******, for the purchase
  of a 2018 Chevrolet Equinox.  The contract was assigned to ACA.
    
  
  In
  his complaint, *** ******** states that he purchased a 2018 Chevrolet Equinox
  from a ****** dealership in Katy, Texas, on August 17, 2024, with financing
  through American Credit Acceptance. He alleges the purchase price was inflated
  by a $4,099 “Optional Extended Service Contract,” which he alleges was falsely
  represented to him as being required by the lender; specifically, *** ********
  alleges that the “****** salesperson told him he had to purchase this warranty
  to get financing from ACA.” He then states that he makes $1,900 per month and
  was approved for financing with a $581.54 monthly payment, which constitutes
  over 30% of his monthly income. *** ******** states he is nearly $10,000
  underwater with a loan-to-value ratio of 168%, and he believes ACA engaged in
  predatory lending by providing him this financing while allegedly “failing to
  verify income properly,” “financing deceptive add-ons they knew inflated the
  loan,” and “ignoring affordability and risk.” He also states that he has paid
  over $4,000 to date, but his balance has barely decreased. *** ********’s
  desired resolution is an investigation of ACA’s loan practices, a refund of the
  warranty, consideration of whether ACA properly verified affordability,
  issuance of any appropriate fines or enforcement action, and a pause on any
  collection or repossession activity while his complaint is being reviewed.
  
  Based
  on its review of *** ********’s complaint and ACA’s business records, ACA found
  the following.
  
  On
  or about August 17, 2024, ***** ******** signed the
  attached Retail Installment Contract (the “Contract”) with ****** **** ************ ****, in Katy, Texas (the “Dealer”) for the purchase of a 2018
  Chevrolet Equinox, VIN: ***************** **** *********** The Contract was
  assigned to ACA.
  
  As
  stated above, *** ******** agreed to the attached
  Contract with the following terms: an Annual Percentage Rate of 24.10%, a
  Finance Charge of $20,051.69, an Amount Financed of $21,819.19, a payment
  schedule of 72 monthly payments of $581.54 each, a Total of Payments of
  $41,870.88 (the total amount that would have been paid after making all
  payments as scheduled), and a Total Sale Price of $43,570.88 (the total cost of
  the purchase on credit, including the down payment of $1,700.00). The terms of
  his financing with ACA are clearly disclosed in the Contract that he signed and
  agreed to as indicated by his signature.
  
  Upon
  further review, ACA confirmed that all payments *** ******** has made to date have been appropriately applied to his account.
  To date, ACA has received 9 payments for a total of $5,242.32, of which
  $4,178.83 has been applied to interest and $1,063.49 has been applied to the
  principal. We have attached a copy of *** ********’s transaction history and a
  copy of our Simple Interest FAQ document, which helps explain the interest
  accrual process as well as how payments are applied.
  
  ACA
  denies ********** allegation that his financing with ACA was conditioned on
  purchase of an optional extended service contract.  Under no circumstances
  does ACA require a customer to purchase an extended service contract, or any
  other ancillary product, as a condition of its financing.  Purchase of an
  ancillary product is optional. Additionally, the Maxcare Service Contract
  (“***,” copy attached) includes a “Notice to Consumer” which reads, in relevant
  part, “The purchase of this Service Contract is not required to obtain
  financing or to purchase or lease this Vehicle.”  ACA also reached out to
  ****** regarding *** ********’s allegation, and ****** denied his allegation
  that the *** was represented to him as a mandatory purchase in order to receive
  financing. ****** confirmed that the *** was represented to *** ******** as an
  optional purchase.
  
  Should
  *** ******** wish to cancel the ***, the cancellation provisions are located on
  page 5 of the *** under the header, “9) How This Service Contract may be
  canceled – Including Refunds And Charges Cancellation by You.”  That
  provision of the *** provides, in relevant part:
  
  “You
  may cancel this Service Contract at any time prior to expiration. To cancel,
  contact the Selling Location. The Selling Location will assist with Your
  cancellation request and verify the mileage of Your Vehicle. If You are unable
  to return or contact the Selling Location, You must provide written notice to
  the Administrator. A copy of Your Service Contract and an odometer reading
  statement must be included with Your request for cancellation.”
  
  The
  *** also provides information regarding refund calculations in the event of
  cancellation under the header, “How Refunds are Calculated,” also under section
  9) on page 5 of the ***. That provision reads as follows:
  
  “If
  this Service Contract is cancelled:
  Within
  thirty (30) days of the Purchase Date and a claim has not been incurred, a
  100% refund of the Service Contract Price will be made.
  If
  canceled between thirty-one (31) and ninety (90) days and a claim has not
  been incurred, a 100% refund of the Service Contract Price less an
  administrative fee of $50 will be made.
  After
  ninety (90) days, or if You have incurred a claim, a pro-rata refund of
  the unused Months or unused Miles will be made, less administrative fee of
  $50. The pro-rata refund will be calculated by multiplying the Service
  Contract Price by the lesser percentage of the unused Months or unused
  Miles compared to the total Months or total Miles of Your Service Contract
  Term, less an administrative fee of $50.
  
  Any
  refunds will be paid to the Lienholder if any, otherwise to You.”
  
  Upon
  receipt of *** ********’s complaint regarding LTV, ACA’s Originations
  department reviewed his account information, including the documentation
  provided during the application process. ACA confirmed that it followed all
  standard processes when reviewing and approving *** ********’s application for
  financing.
  
  As of July 10, 2025, *** ********’s account
  is thirteen (13) days past due in the amount of $581.54 and has a payoff
  balance of $21,078.65. Should *** ******** desire to pay off his account early,
  there is no prepayment penalty under his Contract.
  
  A
  positive customer experience is a top priority for ACA, as stated in our
  mission and values. If *** ******** has any questions; he may contact the
  Customer Experience Team at ************ ** *******************************
  
  Keith
  K.
  Customer
  Experience Manager