ComplaintsforAmerican Credit Acceptance, LLC

• 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.    
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Keep being charged late fees and I made arrangements to pay they automatically took the payment out and my bill saying $417 late fee

  

  Business response

  08/23/2024

  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 **** **** Island signed a Retail Installment Contract on 7/29/2019 with ******* for the purchase of a 2017 Hyundai Sonata.  The contract was assigned to ACA.   
  
  ACA does not have a grace period. A payment not satisfied in full on the due date is considered late.
  
  The customer does have 10 days before a late fee is assessed for 5% of the payment amount due.
  
  Currently the account is due for $417.76 in late fees.  
  
  If the customer wants to cover the fees when making the payment the customer must call in and speak with a representative at *************
  
  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

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company trying to steal money and my car Payment records show they are harrasing me and trying to steal more money than I owe them every month Assigning my car for repossession every 72 hours even after taking my money and ACCEPTING scheduled payment I have one scheduled for Saturday August 17, for more than a single monthly payment and they assigned it for repo today to extort another $73 from me which is the SECOND TIME THIS WEEK as shown by supporting emails and time stamps

  

  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 2/16/2019 with ******, for the purchase of a 2015 Chrysler 300.  The contract was assigned to ACA.  
  
  ACA has no record of processing more than what the customer scheduled to pay in Speed pay, ACA’s third-party vendor.   Currently *** ******** is due $2988.31 for 6/16/2024, and his regular payment of $667.07 for July, August, and September 16th.   Plus $285.00 in late and $75.00 in NSF fees.  Due to the status of the account, non-payment can result in the account being assigned for repossession. 
  
  Currently the account is 72 days past due, ACA encourages *** ******** to contact ************ 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, he may contact Karen R. at ************ ** *******************************
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  5/10/24 Received a letter stating they were denying me for credit and reporting to credit bureau but I did not apply for credit.

  

  Business response

  08/21/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ***** ******* with the BBB case number 22119837.
  
  ACA’s records indicate that an application for credit for *** ***** ******* was submitted to ACA by **** ****** ****** of Jasper in Jasper, AL on 5/10/2024. The application for credit was denied.   
  
  As a onetime courtesy ACA is willing to delete the inquiry.  The contract was not purchased from **** ****** ****** of Jasper nor does *** ******* have an account with ACA.    
  
  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

  08/22/2024

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a car from American credit acceptance and have been paying for 2 plus years on my car and the balance is the same they also raised the interest rate on my loan without notifying me I would like to get some type of resolution regarding my case

  

  Business response

  08/20/2024

  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 *** ******* **** **** **** with signed a Retail Installment Contract on 3/16/2022 with ******* for the purchase of a 2017 Lexus NX.  The contract was assigned to ACA.   
  
  ACA would like the opportunity to explain simple interest to the customer.  The customer agreed to the attached Contract indicating the following: Annual Percentage Rate (APR) of 26.66%, Finance Charge of $34,712.61, Amount Financed of $33,608.91, a Total of Payments of $68,321.52 (the total amount that the customer will have paid after making all payments as scheduled) and a Total Sale Price of $74,521.52 (the total cost of her purchase on credit), plus her down payment of $6,200.
  
  Interest accrues daily and is based on current principal balance and the contractual annual percentage rate (APR) of 26.66%. The APR has been the same throughout the duration of the loan.
   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 *** **** made a payment, ACA applied the payment to the accrued interest first, then principal. Interest accrues daily and is based on the current principal balance, the APR of 26.66% 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.  Paying late (after the due date) caused 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 her monthly payments).  Any payment overage will automatically apply to principal once the accrued interest and any 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) 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.
  
  The account is paid in full and has a zero balance.
  
  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 

*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. ↩