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:06/16/2025

  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 financed a vehicle with American Credit Acceptance and have been making monthly payments for over four years. However, despite paying over $13,000 in total, only about $685 has been applied toward the principal balance, with the majority going toward interest and fees.
  
  I have received an itemized statement from ACA, but the amounts don’t add up correctly. The lender states I have made 34 payments, yet the total amount they claim I have paid exceeds what 34 payments would cover. There are unexplained fees and a missing $751.58 that I cannot account for.
  
  Additionally, I am behind on payments due to confusion caused by their handling of my account, and my current principal balance is almost as high as the original loan amount. I believe payments have been misapplied, and fees have been unfairly charged.
  
  I have already reported this issue to the Consumer Financial Protection Bureau, but I am seeking help from the BBB to facilitate a resolution, including a full audit of my payments, correction of my loan balance, and removal of any incorrect fees.

  

  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 13, 2021 with
  ********** ********* ******** for the purchase of a 2013 Nissan Sentra. 
   The contract was assigned to ACA.   
  The
  customer agreed to the attached Contract, which indicated the following: an
  Annual Percentage Rate (APR) of 26.66%, a Finance Charge of $13,027.16, an
  Amount Financed of $12,580.36, a Total of Payments of $25,607.52 (the total
  amount that the customer will have paid after making all payments as
  scheduled), and a Total Sale Price of $26,607.52. (the total cost of her
  purchase on credit, plus his down payment of $1,000.00).
  
  ACA
  does not have a grace period. The customers have 10 days before a late fee is
  assessed for 5% of the payment amount due.
  
  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 $25,607.52 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-six (36) late charges, which
  are incurred when a payment is not received in full within 10 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 26.66%.  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 the principal. Interest accrues daily and is based on the current
  principal balance, the APR of 26.66%, which is the number of days over which
  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 34 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 and is not available
  to apply to the principal.  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.
  
  Suppose
  a customer pays strictly according to the payment schedule. In that case, 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 57 days past due for $1,043.76. We encourage *** ****** to call
  ACA at 866-544-3430 to arrange 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 the
  Customer Experience Team at ************ or *******************************
  
  Keith
  K.
  Customer
  Experience Manager 

• Initial Complaint

  Date:06/09/2025

  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.

  In an upside loan with the predatorial lender ACA. I paid over 40K for a vehicle that is 20K. ACA still wants 20K. I recently requested a settlement to no avail. The vehicle was then repossessed. Trina a very disgusting manager for 3 days including customer service staff refused to escalate my complaint. ACA took my 1K and will not communicate and or confirm if the vehicle is on a hold with the 1K. I am fully aware this is deliberate and a diabolical act of attempting to take the vehicle and my 1K.

  

  Business Response

  Date: 06/19/2025

  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 May 3, 2021, with ******, for the
  purchase of a 2019 Ford Edge.  The contract was assigned to ACA.
    
  
  The
  customer agreed to the attached Contract indicating the following: Annual
  Percentage Rate (APR) of 25%, Finance Charge of $29,216.54, Amount Financed of
  $30,444.10, a Total of Payments of $59,660.64 (the total amount that the
  customer will have paid after making all payments as scheduled) and a Total
  Sale Price of $62,060.64  (the total cost of her purchase on credit), plus
  her down payment of $2,400. *** ****** has received five (5) extensions.
  
  The
  Contract calls for a payment schedule of 72 payments of $828.62 due monthly
  beginning June 17, 2021. *** ****** has made forty (40) monthly payments. (See
  Customer Transaction History, attached.)  
  
  Interest
  accrues daily and is based on the current principal balance and the contractual
  annual percentage rate (APR) of 25%.  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 the principal. Interest accrues daily and is based on the current
  principal balance, the APR of 25%, and the number of days over which 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 account.  The
  customer has made the equivalent of 40 monthly payments on her Contract, which
  has a term of 72 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 the
  principal.  An explanatory document entitled “Simple Interest FAQ” is attached
  to further explain 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 any unpaid
  late fees are paid. Gradually, over the 72-month term, as the customer makes
  regular, on-time monthly payments (with no 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, 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 the principal.
  
  The
  vehicle was repossessed on May 30, 2025, at 67 days past due for $2,855.86.
  
  On
  June 4, 2025, *** ****** was advised that she was required to pay $3,215.86 to
  redeem the vehicle. (See Attached) *** ****** received an extension April 2025
  and May 2025 payment making the redemption amount $1,558.62.
  
  A
  positive customer experience is a top priority for ACA, as stated in our
  mission and values. If *** ****** has any questions; she may contact Stephen F.
  at ************ ** *******************************
  
  Keith
  K.
  Customer
  Experience Manager 

• Initial Complaint

  Date:06/06/2025

  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 a victim of identity theft, and an installment account was fraudulently opened with American Credit Acceptance in my name without my authorization. The account was opened on September 2, 2023, for an amount of $16,912. I had no knowledge of this transaction and have never done business with this company.
  
  This unauthorized account has caused harm to my credit report and overall financial standing. I request that American Credit Acceptance take immediate action to close this fraudulent account and ensure it is permanently removed from any credit reporting associated with my identity.
  
  This issue must be treated with urgency and resolved in full, as it is directly tied to a case of identity theft.

  

  Business Response

  Date: 06/16/2025

  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 September 2, 2023, with ****** to purchase a
  2021 Mercedes- Benz.  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 April 9, 2025, a letter was sent to the address mentioned
  in the complaint: 1200 SW 142ND CT, Miami, FL 33184. (See Attached)
  
  The
  vehicle was repossessed on May 20, 2024, at 94 days past due for $3,505.72.
  
  ACA
  sent a deficiency balance letter on June 26, 2023, letting *** ******* know her
  vehicle had been sold at auction. The proceeds from the sale, $24,800.00, were
  applied to the principal balance, leaving the customer with a deficiency
  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 3/2024 and 1/2024. The account reported
  30+ days past due on 11/2023.  The account reported 60+ days past due on
  4/2024. The account reported 90+ days past due on 5/2024. 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, 6/2024.
  
  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.
  
  While
  *** ******* remains responsible for the account balance, ACA can offer the
  following resolution. ACA has a procedure whereby the account can be settled
  for less than the full amount owed. *** ******* can call our Customer
  Experience line at ************ to discuss a settlement offer. If she contacts
  us regarding this option, a letter explaining the settlement will be mailed to
  her.
  
  As
  stated in our mission and values, ACA prioritizes a positive customer
  experience. If *** ******* has any questions, she may contact the Customer
  Experience Team at ************ or *******************************
  
  Keith
  K.
  Customer
  Experience Manager 

• Initial Complaint

  Date:06/06/2025

  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.

  COLLECTION AGENCY is violating the Customer Name, they removed it from one bureau and did not removed it from rest of the bureaus.

  

  Business Response

  Date: 06/19/2025

  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 23, 2022 with ********** ********** *** of San Francisco, LLC, for the purchase of a 2020 Nissan Altima.  The
  contract was assigned to ACA.   
  
  The
  customer’s account was charged off on March 30, 2024, after reaching 120 days
  past due for payment default. 
  
  *** **** submitted a validation dispute on May 13, 2025. ACA responded to the
  debt validation on May 29, 2025 (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 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 12/2023, 11/2023, 5/2023. The account
  reported 60+ days past due on 1/2024. The account reported 90+ days past due on
  2/2024. 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, 6/2024,
  5/2024, 4/2024, 3/2024.
  
  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.
  
  The
  vehicle was sold at the impound auction.
  
  While *** **** remains responsible for the account balance, ACA can offer the
  following resolution. ACA has a procedure whereby the account can be settled
  for less than the full amount owed. *** **** can call our Customer
  Experience line at ************ to discuss a settlement offer. If she contacts
  us regarding this option, a letter explaining the settlement will be mailed to
  her.
  
  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 o************ * *******************************
  
  Keith
  K.
  Customer
  Experience Manager
  

• Initial Complaint

  Date:05/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made several attempts to pay my account online each time it says unauthorized account. Debit account is blocked. When I called today 5/28 I spoke to two people. The first was very argumentative who told me it was my bank. She hung up on me. The second supervisor told me it was my bank. I have been ongoing lately fees due to not being able to pay online. I need my account unblocked and any late fees waived. I also need ACA to reverse the reporting of late fees while I was out of work for 3 months due to a car accident

  

  Business Response

  Date: 06/06/2025

  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 5/26/2023 with ******, for the purchase of a
  2012 Audi A5.  The contract was assigned to ACA.   
  
  After
  a review of the account, *** *********** account is not blocked.
  
  *** ********* attempted twice to process a payment on 5/25/2025. The payment
  declined.
  
  *** ********* was advised to contact her bank.
  
  ACA
  does not have a grace period. The customers have 10 days before a late fee is
  assessed for 5% of the payment amount due.
  
  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 2/2025. The account reported 60+ days
  past due on 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.
  
  The
  account is current. The next due date is 6/10/2025.
  
  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:05/27/2025

  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.

  Charging me additional fees, for no reason at all, and cannot explain to me with any logical explanation why.

  

  Business Response

  Date: 06/05/2025

  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 1/18/2020 with ******, for the purchase of a 20**
  ********* ********* ****.  The contract was assigned to ACA.   
  
  The
  customer agreed to the attached Contract, which indicated the following: an
  Annual Percentage Rate (APR) of 26.80%, a Finance Charge of $*********, an
  Amount Financed of $*********, a Total of Payments of $********* (the total
  amount that the customer will have paid after making all payments as
  scheduled), and a Total Sale Price of $*********. (the total cost of his
  purchase on credit, plus his down payment of $********).
  
  ACA
  does not have a grace period. The customers have 10 days before a late fee is
  assessed for 5% of the payment amount due.
  
  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 $********* 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 twenty-nine (29) late charges, which
  are incurred when a payment is not received in full within 10 days after it is
  due. He received four (4) extensions. 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 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 26.80%.  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 the principal. Interest accrues daily and is based on the current
  principal balance, the APR of 26.80%, which is the number of days over which
  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 59 monthly payments on
  his 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 and is not available
  to apply to the principal.  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.
  
  Suppose
  a customer pays strictly according to the payment schedule. In that case, 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 2 days past due for $******. We encourage **. ****** to call ACA
  at 866-544-3430 to arrange 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 the
  Customer Experience Team at 864-256-2309 or *******************************
  
  Keith
  K.
  Customer
  Experience Manager 

• Initial Complaint

  Date:05/27/2025

  Type:Order 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.

  Me and my wife have had this issue since January american credit acceptance has not resolved the issue we call at least twice a week and talk to a different manager everytime they keep changing what the charges are for and the amount we have three different letters from them saying it is paid off plus the title to our car this is on both my wife's credit and mine all we would like is them to close the account due to we do not feel obligated to pay something they keep changing what it is for we have tried to many times and I have other bills that are active to pay over this i feel if they messed up it is on them due to them sending us our title and letters with different dates saying it is paid off we google them and see they have several lawsuits for some of same reasons to us

  

  Business Response

  Date: 06/06/2025

  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 ***** ** ***** and ******* ****** ******** signed a Retail Installment Contract on 3/17/2021 with ********** **** ***** **** ****, for the purchase of a 2011 GMC Terrain.
   The contract was assigned to ACA.   
  
  ACA
  apologizes for any inconvenience or confusion this may have caused *** *********
  
  The
  vehicle was repossessed on 1/11/2025 at 72 days past due for $517.16.
  
  The
  customer processed a payment for $877.16 on 1/13/2025 via debit.
  
  On
  1/16/2025, the customer processed a payment for $950.82 via debit.
  
  A
  flat bed fee was assessed on 1/19/2025 for $150.00.
  
  On
  1/22/025, ACA mailed the customer a paid-in-full letter to the address that
  matched the BBB complaint.
  
  On
  1/28/2025, ACA mailed the customer a short payoff status letter for $517.59.
  
  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, 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.
  
  As
  a courtesy ACA will waive the remaining balance of $546.91.
  
  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 

  Customer Answer

  Date: 06/08/2025

  [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:05/23/2025

  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.

  On July 27, 2024 , my VW ****** was totaled in a car accident. I was waiting for payments from Insurance company and GAP to be resolved on the car. Prior to the accident, there were no late payments on this loan. I had been in touch with American Credit Acceptance Numerous times to try to get information on my options if GAP coverage did not kick in or happen. I then found out in January 2025 that the account was charged off . I did not get any notice of the charge off . I was still trying to figure out my options and I was left with a $4000 balance, as there was no additional GAP after all. I did not want to settle, as that would mess up my credit even more as that would show on my report as settled for less than agreed. I wanted to try to get a payment arrangement of some sort. Then the account charged off. I was hospitalized in January and February for various things and was not able to timely address the charge off during that time or recovery. I want to try to figure out a solution to deal with this debt , yet I want to have the charge off removed from my credit report . I had numerous calls in the fall of 2024 to ACA and was trying to get my options explained but no one ever gave me the deadline for a charge off. I never had a delinquent or late payment on the account until the accident . Insurance covered only $9000 approx of the balance leaving $4000 remaining . Can you please help. I have called ACA about making an arrangement to deal with the balance or settle it , but they would not agree to remove the charge off status . It has not been sold to collections company, it is still an account with ACA.

  

  Business Response

  Date: 06/05/2025

  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 10/22/2021 with ******, for the
  purchase of a 20** ********** ******.  The contract was assigned to ACA.
    
  
  According
  to our records, the vehicle was deemed a total loss on 7/27/2024. ACA received
  the insurance proceeds for $********, which were applied on 8/21/2024.
  
  ACA
  mailed the Explanation of Calculation of Surplus or Remaining Balance Total
  Loss Account on 9/16/2024 (copy attached).  The deficiency balance
  remaining on the account was $********.
  
  The
  customer is responsible for making their full monthly payment until the account
  is paid in full, even while insurance proceeds, extended warranty refunds, and
  pending GAP benefits.
  
  The
  customer’s account was charged off on 1/30/2025 after reaching 120 days past
  due for payment default. 
  
  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 10/2024 and 9/2024. The account reported
  60+ days past due on 11/2024. The account reported 90+ days past due on
  12/2024. The account reported 120+ days past due on 5/2025, 4/2025, 3/2025,
  2/2025, 1/2025.
  
  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.
  
  While
  **. *****-****** remains responsible for the account balance, ACA can
  offer the following resolution. ACA has a procedure whereby the account can be
  settled for less than the full amount owed.
  
  On
  5/22/2025 ACA approved a settlement offer from Ms. *****-****** for $********.
  
  **.
  *****-****** processed a payment online on 5/22/2025 for $600.00 via *****. The
  payment was applied towards the settlement.
  
  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 864-256-2309 or ******************************.
  
  Keith
  K.
  Customer
  Experience Manager 

• Initial Complaint

  Date:05/15/2025

  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 find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history.

  

  Business Response

  Date: 05/19/2025

  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 3/6/2020 with ******, for
  the purchase of a 20** **** ********.  The contract was assigned to ACA.
    
  
  *** ******’ vehicle was repossessed on 1/26/2023 for payment default.  The
  account was 68 days past due at the time of the repossession.
  ACA
  sent a deficiency balance letter on 8/10/2023, letting *** ****** know her
  vehicle had been sold at auction. The proceeds from the sale, $575.00, were
  applied to the principal balance, leaving the customer with a deficiency
  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 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 12/2022, 5/2022, 4/2022, 1/2022. The
  account reported 30+ days past due on 9/2021. The account reported 60+ days
  past due on 1/2023. The account reported 60+ days past due on 10/2021. The
  account reported 90+ days past due on 2/2023. The account reported 120+ days
  past due on 4/2025, 3/2025, 2/2025, 1/2025. The account reported 120+ days past
  due on 12/2024, 11/2024, 10/2024, 9/2024, 8/2024, 7/2024, 6/2024, 5/2024,
  4/2024, 3/2024, 2/2024, 1/2024. The account reported 120+ days past due on
  12/2023, 11/2023, 10/2023, 9/2023, 8/2023, 7/2023, 6/2023, 5/2023, 4/2023,
  3/2023.
  ACA
  reports to the credit bureaus how the customer has paid. ACA is required to
  furnish accurate information to the credit bureaus.
  To
  better support ACA customer as our company continues to grow, we have
  outsourced some of our collection efforts to a third-party collector, **** ******. They can be reached 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 the
  Customer Experience Team at 864-256-2309 or [email protected].
  
  Keith
  K.
  Customer
  Experience Manager 

• Initial Complaint

  Date:05/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had this auto loan since last year I fell into hardship and wasn’t able to make the 830 a month payment along with my 400 a month auto insurance due to a loss of employment. each time I have gained employment and tried to make an arrangement the timing between payments never matched the situation. I’ve offered to. pay a full note and thereafter 415 every two weeks until I can get caught up and begin to pay full payments. I’ve also considered surrendering the vehicle however with the amount that i owe to have my truck auctioned off for a way lower amount and still sued for whatever remaining balance as well as take the hit on my credit seems so unfair . I am not trying to drive for free i’ve offered payment and was told today Id need 4,000 by 5/9 which i offered 830 because my payment was due 5/7 and was declined because this company has made up its mind it wants the unit not the payment so they can have double i’m assuming for the inconvenience of my hardship. I’ve contacted an attorney because now they would like to implement replevin to force me out the car and into further hardship. I’ve reached out to they attorney jenny and she was very nice after I have explained the issue. I can’t afford to uber daily I cannot drive to work , I’ve loss two full time jobs because each time i start i make a payment and another FULL payment is due before i could even get a first check , The last arrangement I offered 500 due to it being a first check that wasn’t a full check at all and was told NO we can’t accept that you will be back in default. I am sad I even signed this predatory loan at 28% apr and a down payment of 3500 .

  

  Business Response

  Date: 05/16/2025

  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 2/22/2024 with ******, for the purchase of a
  20** ****** ******.  The contract was assigned to ACA.   
  
  The
  customers agreed to the attached Contract, which indicated the following: an
  Annual Percentage Rate (APR) of 28%, a Finance Charge of $*********, an Amount
  Financed of $*********, a Total of Payments of $********* (the total amount
  that the customer will have paid after making all payments as scheduled), and a
  Total Sale Price of $*********. (the total cost of her purchase on credit, plus
  her down payment of $********).
  
  The
  interest rate offered to customers is based on an evaluation of their
  creditworthiness. ACA can provide a copy of our Simple Interest FAQ, which
  provides additional details of how a simple interest contract works.
  The
  customer’s account was charged off on 10/30/2024 after reaching 120 days past
  due for payment default.  *** ***** is still responsible for the remaining
  balance.  

  Currently,
  the account is *** days past due for $********. We encourage *** ***** to call
  ACA at 866-544-3430 to arrange to bring the account current or 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; she may contact the
  Customer Experience Team at 864-256-2309 or [email protected].
  
  Keith
  K.
  Customer
  Experience Manager