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:07/07/2025

  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 checked on auto loan refinancing through Tresl via Credit Karma based on their advertising that stated "Pre-qualified rates available online in minutes with no credit impact." This was clearly displayed in their offer details and was a primary factor in my decision to proceed with their application.Despite this explicit promise of no credit impact, I have received at least 3 hard credit pulls on my credit report as a result of this application. The credit inquiries show:************************* (accessed Experian Credit Report)********************* (requested Transunion 07/03/2025)Flagship Credit Acceptance (requested Transunion 07/03/2025)Additionally, after completing the application process, I received a rejection letter from Tresl stating they could not improve upon my current loan terms.Resolution Requested I request that Tresl:Acknowledge the false advertising regarding "no credit impact"Take responsibility for the unauthorized hard credit pulls Provide assistance in removing these hard inquiries from my credit report Revise their marketing materials to accurately reflect their credit check practices ************* misleading advertising caused me to proceed with an application I would not have otherwise submitted, resulting in multiple hard inquiries that will negatively impact my credit score for up to two years.

  Business Response

  Date: 07/14/2025

  We appreciate the opportunity to review and address this customers feedback. A member of our management team was unable reach this customer to discuss their concerns and provided the information below.
  
  The customer was provided with prequalification estimates on Credit Karma based on limited information available through their profile and data on file. These are not guaranteed offers and the customer is approved to apply for the offer seen.
  
  Our process begins with an initial soft inquiry to match applicants with a lender who may be able to assist them. Once we match an application with a lender the process is automatic, and they are required to conduct an official credit inquiry.
  
  Pre-qualification estimates are recalculated according to what the lenders can offer based on that information. Both parties provide full transparency with this information in the Terms and Conditions before submitting the application, which the customer must select I agree to proceed. 
  
  At this time, due to the service provided, and the agreed-upon Terms and Conditions, we are unable to remove any credit inquiry. We are disappointed that we were unable to assist the customer with their auto financing goals.
  
  If the customer has any additional questions or concerns, we request he contact our escalations line at **************. Monday through Friday from 8:00 AM to 8:00 PM, and Saturday from 9:00 AM to 5:00 PM, with no hours on Sunday.
  

  Customer Answer

  Date: 07/17/2025

  Complaint: 23556765
  
  I am rejecting this response because:

  I reject this response because it contradicts the company's own advertising and shows a clear pattern of deceptive practices. BBB complaint records show multiple customers experienced identical issues with Tresl's false 'no credit impact' advertising, including:
  Customers explicitly told there would be no credit impact who received hard pulls
  'Bait and switch' tactics with advertised rates vs actual offers
  The same misleading Credit Karma advertisements

  This demonstrates systematic deceptive advertising rather than their claim of isolated customer misunderstanding. The company's own responses admit they submit applications to lenders for 'final approval'; directly contradicting their 'no credit impact' claims.

  I again, ask for the hard pulls to my credit report to be removed. 

  I see no evidence of contact in my call logs. 
  
  Regards,
  
  ******* **********

  Business Response

  Date: 07/18/2025

  We appreciate the opportunity to review and address this customers feedback however we consider this matter resolved. A member of our management team was unable reach this customer to discuss their concerns and provided the information below.
  
  The customer was provided with prequalification estimates on Credit Karma based on limited information available through their profile and data on file. These are not guaranteed offers and the customer is approved to apply for the offer seen.
  
  Our process begins with an initial soft inquiry to match applicants with a lender who may be able to assist them. Once we match an application with a lender the process is automatic, and they are required to conduct an official credit inquiry.
  
  Pre-qualification estimates are recalculated according to what the lenders can offer based on that information. Both parties provide full transparency with this information in the Terms and Conditions before submitting the application, which the customer must select I agree to proceed. 
  
  At this time, due to the service provided, and the agreed-upon Terms and Conditions, we are unable to remove any credit inquiry. We are disappointed that we were unable to assist the customer with their auto financing goals.
  
  If the customer has any additional questions or concerns, we request he contact our escalations line at **************. Monday through Friday from 8:00 AM to 8:00 PM, and Saturday from 9:00 AM to 5:00 PM, with no hours on Sunday.

  Customer Answer

  Date: 07/21/2025

  Complaint: 23556765
  
  I am rejecting this response because they did not substantially addresse my last rejection. They appear unwilling to do so. I suggest people go elsewhere for their finically  needs. 
  
  Regards,
  
  Michael 

• Initial Complaint

  Date:07/02/2025

  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.

  I followed a link from Credits Karma to refinance my car payment for 5%. My FICO score is eligible for Prime Rate. Tresl (Velocity) did a hard inquiry to my credit report and gathered all of my income and VIN information, then did a ************* and came back with 9.40%. This is the second time this has happened with a Credit Karma credit suggestion. The hard inquiries are harming my chances for a home refinance.

  Business Response

  Date: 07/03/2025

  We appreciate the opportunity to review and address this customer's feedback. A member of our management team has tried reaching out to this customer to discuss her concerns and provided the information below.
  
  The customer was provided with prequalification estimates on Credit Karma based on limited information available through their profile and data on file. These are not guaranteed offers and the customer is approved to apply for the offer seen.
  
  Once an application is complete and an official credit inquiry is made by a lender in our network, these estimates are recalculated according to what the lenders can offer. Both parties provide full transparency with this information in the Terms and Conditions before submitting the application, which the customer must select I agree to proceed. 
  
  This customer received an approval from a lender in our network however, they declined to move forward with the offer he qualified for as it did not meet his financial goals. At this time, due to the service provided, and the agreed-upon Terms and Conditions, we are unable to remove any credit inquiry.
  
  We are disappointed that we were unable to assist the customer with their auto financing goals and additional information will be sent in the mail from the lender. If the customer has any additional questions or concerns, we request he contact our escalations line at **************. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  Date:06/26/2025

  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.

  Unprofessional Conduct and Predatory Loan Offer from PenFed/Tresl Auto Refinance Representative To Whom It May Concern:I am writing to formally file a complaint against PenFed Credit Union/Tresl regarding my recent experience with one of their loan officers during a car refinancing inquiry.After speaking with a Tresl representative about refinancing my vehicle loan, I was presented with an offer that appeared to lower my monthly payment. However, upon closer review, the loan terms were objectively worse:A higher APR (7.89% vs. my current 6.77%)A much longer loan term (84 months vs. 50 months)An additional $899 fee for ************* A requirement to lower my insurance deductibles, increasing my premiums by $14/month When I raised these concerns, the loan officer became dismissive and unprofessional. He minimized my research, attempted to justify PenFeds reputation by saying all banks ****, and questioned my current lender **************** despite them having a much higher BBB rating and a solid reputation.I ultimately canceled the application due to the officers unprofessional communication and the clear predatory nature of the offer. I later confirmed that ****** is not accredited by the BBB, holds a 1.19/5 customer rating, and has over 200 complaints - which only validated my decision.This kind of experience raises serious concerns about Tresl AND ****** sales practices and the conduct of its representatives. Consumers deserve to be treated with respect and transparency, especially when making significant financial decisions.I respectfully request that Tresl review this complaint and address the conduct of the representative involved as well as remove the hard inquiry to my credit report as I did not move forward with this matter. I am open to providing further documentation, including email correspondence, upon request.Sincerely,CM

  Business Response

  Date: 07/02/2025

  We appreciate the opportunity to investigate this customer's concerns further and a member of our management team contacted this customer to provide additional information.
  
  When an application is submitted through Credit Karma, the process is automatic from soft to hard credit inquiry. As a third-party broker, the soft credit inquiry allows our team to match the application to lenders in our network to find the best potential offer. Once a lender receives the application, they conduct the credit inquiry to determine what offers they may extend to the customer.
  
  In this case, the customer did not meet the qualifying terms for the pre-qualifying estimate presented on Credit Karma. The customer declined to move forward with the only offer they were presented with and the application was closed. This customer agreed to multiple inquiries and the process when the application was submitted. Due to the agreed upon terms, we are unable to remove any credit inquiries at this time.
  
  Tresl Auto  Finance *************************************
  Terms of  Use *************************************terms-of-use/
  Privacy Policy *************************************privacy-policy/
  Legal & Disclaimers *************************************legal-and-disclaimers
  
  We invite the customer to review the information provided above as well as the Credit Karma and Autopay Websites. While we understand this customers concerns, this is the standard process in applying for financing.
  
  The loan specialist was found to be professional on all recorded lines and the customer requested the option of GAP in the process through e-mail. These findings were provided to the lending partners we work with and we are disappointed we were unable to assist this customer with their financial goals.
  
  Should this customer have additional questions, we would be happy to speak with them as this investigation is resolved. Our escalations line can be reached at ************ and please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday

• Initial Complaint

  Date:06/18/2025

  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.

  I financed a car through Tresl with *********** in November 2024. Its now June 2025, and *********** still hasn't received the car title from Tresl. The vehicle was a leased ****** through ****************. ****** Financial sent the title to Tresl within 60 days, but since then, Tresl has been holding onto it without making any progress or clearly communicating with the ***.Initially, I was told I needed to complete a recall issued by ******, which I did. I submitted the necessary paperwork to Tresl and was informed that this was all the *** required. However, weeks have passed, and the representative I was working with has completely stopped responding. I havent received any updates, and no one from Tresl has reached out regarding the status of the title. When i did call a few weeks later, Tresl had told me that the *** rejected the paperwork from Tresl and was sending it back to get fixed. Almost 8 weeks went by since the *** sent back the paperwork and there has been no action on fixing the issue. I have to take the time out of my busy schedule and contact Tresl in order to get an answer they dont have. My vehicle registration expired in May 2025, and Ive been contacting Tresl weekly to get updates for the last 2 months, with little to no success. Its extremely frustrating and unacceptable that more than six months after financing the car, Tresl still hasnt resolved this issue or provided clear communication on whats needed from the ***. *********** has been calling me constantly to figure out where the title is and to have the company send it over. This company hasn't tried reaching out once to communicate with me and resolve this issue.

  Business Response

  Date: 06/19/2025

  Thank you for the opportunity to address this concern. We take this feedback seriously and are disappointed to hear of the experience this customer had. A member of our management team has reached out to the customer to address his concerns and provide additional information.
  
  
  The DMV has completed their process and is getting the title over to the new lienholder. The customer has been advised to walk into the *** to obtain his new registration. At this time, Tresl has completed all necessary steps required to complete this transaction.
  
  
  Should the customer have additional questions or concerns, he may reach our escalations line at ************. Please note our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  Date:06/13/2025

  Type:Product 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 purchased a 60 month car warranty through Tresl and was told at the time of purchase that I could cancel it at any time and I would be refunded for any time left on the warranty. I purchased this on September 2024 and sent a cancel request on March 2025. I was told it would take 6-8 weeks to process. It is now 12 weeks later and I have not heard back from anyone. I have called 3 times and emailed their accounting department 3 times. When I call they tell me they are escalating my issue and I would get a call back within 48 hours but I have not heard anything back. When I email, I have not gotten a response.

  Business Response

  Date: 06/13/2025

  Thank you for the opportunity to address this complaint.
  
  Our primary goal here at TRESL is to provide the best customer experience possible while assisting with their auto financing needs. As such, we are saddened to hear of this customer's experience.
  
  A member of our management team has reached out to the customer to discuss the matters of this complaint. We have escalated this process and have expedited the refund to the customer's lender. Should the customer have any additional questions or concerns, we invite him to give our escalations line a call at ************ and we would be very happy to assist the customer further.
  
  Please note that our hours of operation are Mon Fri: 8:00am to 7:30pm CST, Sat: 9:00am to 5:00pm CST, with no hours on Sunday.

  Customer Answer

  Date: 06/24/2025

  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:06/03/2025

  Type:Product 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.

  The original transaction was December 2021 I believe. In April of 2025 I traded in my vehicle and promptly requested a refund of any unused ************* from that point forward. I spoke with representative of Tresl who emailed me a form to fill out and indicated that I would have to fill that out, and send in a letter from the lender that the vehicle had been paid off. I did that within a matter of days. In the last month (plus) I have emailed and called multiple times. I have repeatedly spoken with ****** who between him and his supervisor "***** *****" claim to have emailed "Accounting" on multiple occasions also without any response. I keep on being told that they are in the middle and have no ability to contact them or escalate the situation. I am simply trying to confirm receipt of my cancellation paperwork, to be told how much the refund will be, and when it will be processed and sent. We're going on ~5 weeks now.

  Business Response

  Date: 06/12/2025

  We appreciate the opportunity to review this customers concerns. We are disappointed to see the customers feedback and a member of our management team contacted them to provide the information they are requesting.
  
  The amount due back is pro-rated based on the date from the customers paperwork at cancellation and was sent to the address on file. Per the signed contact at the time of the refinance, the customer will not receive any additional funds.
  
  We are saddened to see that your experience was less than excellent and invite you to contact our escalations line at 1-844-290-5731with any additional questions. Please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday.

• Initial Complaint

  Date:05/30/2025

  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.

  I saw an auto refinance offer on Credit Karma provided by Tresl. It states in the disclaimer below the offer that applying for a pre-approval through Tresl will only be a soft credit check. Shortly after applying, I received an alert that 2 hard inquiries were made. Moments later I got a phone call from my loan specialist Echo ********* *************) who introduced herself. I asked why hard inquiries were already made and was told that it was necessary to find me lenders. And that since it was already done, we may as well continue with the refinance. After gathering information about me and my vehicle, I was told that she would find me a lender. What doesnt make sense is why after a few days when we got back in touch, she said that she just found a lender that approved me and gave me an offer when it was from the same company who already did a hard inquiry in the beginning. The hard inquiry was made before we ever met, yet she said she found this lender after gathering information from me. It seems like this was premeditated. I never consented to a hard inquiry pull, and it seems that she already has this lender in mind before ever speaking to me or gathering more information from me to find the right lender. Also the rates where nothing like what I originally saw on Credit Karma. She talked me into going with the lender who approved me. Then the next day she asked for info including drivers license pictures from my co-borrower so they can be removed. And almost immediately after providing that, I got a call that the lender retracted their offer because they dont service in my state; this was despite me giving her my address and her telling me she looked for lenders that specifically service in my state. I received yet a third hard inquiry made by her for another lender that I found out about after. That one happened the same day I accepted her original offer. The way she accessed my credit card report was deceptive and she did it before speaking to me

  Business Response

  Date: 06/04/2025

  Thank you for the opportunity to review and address this feedback. Our mission is to provide full transparency while assisting our customers with their auto financing needs. We are saddened to hear that this was not this customers experience at this time and a member of our management team was unable to reach this customer by phone to answer any questions.
  
  The customer was provided with prequalification estimates on Credit Karma based on limited profile information available, they are not guaranteed offers. Once an application is complete and an official credit inquiry is made by a lender in our network, these estimates are recalculated according to what the lenders can offer. Both parties provide full transparency with this information in the Terms and Conditions before submitting the application, which the customer must select I agree to proceed.  
  
  In this case, the customer applied through Credit Karma with authorization for lenders to conduct inquiries and incorrect applicant information. While we understand this customer concerns, the lender reserves the right to withdraw their offer or stop the process should their requirements not be met. The customer agreed on a recorded line to search for lenders that may be able to provide the estimate seen prior to applying.  At this time, we did not have any additional lenders in out network who would be able to assist with this refinance application that meets the customers financial goals.
  
  Due to the agreed upon terms, no credit inquiries will be removed as authorization for this process was granted when the application was submitted. If the customer has any additional questions or concerns, we have request they contact our escalations line at **************. Hour hours of operations. Monday Friday: 8am to 7:30pm CST, Sat: 9am to 5pm CST, and closed Sunday.
  

  Customer Answer

  Date: 06/04/2025

  Complaint: 23396724
  
  I am rejecting this response because:

  It states on Credit Karma when applying under Savings disclosures & details then under Offer details that Pre-qualified rates available online in minutes with no credit impact. And under other offers from other companies for auto financing, it also disclaims whether it is a soft or hard check for taking the offer through ************. Even on the Tresl website, it expresses that the pre-qualification application (same details requested as on Credit Karma) is a soft inquiry unless the consumer chooses to accept a specific offer from a lender. On Credit Karma and on the Tresl website when submitting the same pre-qualification application, there is a checkbox that describes vaguely that you are agreeing for the company to allow lenders to obtain your credit report. But its misleading because on Credit Karma, and Tresl websites description of the pre-qualification application, it states that it is a soft inquiry. Also I found out that the company who is managing my loan is actually *******, who is a sister company that my loan application was deferred to. Yet the loan specialist Echo sent me a piece of paper with rates she showed me showing she is with Tresl. And when calling Tresl, I was transferred to ******* and informed that **** is an ******* employee. When speaking to a manger in escalations from AutoPay and on a 3-way call also with the original Loan Specialist, the woman who I was originally working with, Echo *********, she admits that she used forceful language to persuade me to continue working with her. Upon my first call with Echo, one of the first things I asked her was why I received a hard inquiry, she said well since you already have, you might as well see what this lenders offer is. That was the only lender I agreed to pursue, and it was because of the specific language Echo had used, which again, she admitted to in front of the escalations Manager, Raschel (excuse potential misspelling). Even the escalations manager said on the recorded line that it was unusual that I had hard inquiries, followed by an initial introduction from Echo, then Echo telling me that she would seek rates for me (not me choosing any lender yet), yet she came back to me with the lenders who pulled the inquiries; therefore lying from the start that she was seeking lender rates, since she already had premeditated rates from specific lenders before ever speaking to me. Additionally, I spoke to the escalations manager and Echo about another hard inquiry that was made through Equifax on 5/27, which they both have no knowledge of and say doesnt even show in their system as being a cause from them. However they are the only company I have been dealing with when it comes to credit. I called the lender, *********, and they told me that it was definitely them. So theres another piece of evidence of lying or incompetence. Also each time ******, the woman in charge of responding to me about this BBB complaint, has called, it was at an inconvenient time when I could not answer. I called back immediately each time, left a voicemail with my information and that Im responding to her voicemail. Then days go by, she leaves a voicemail, I call back as soon as I can, and I just get voicemail again. She claims in the voicemails that shes part of Tresl, but at this point Im just confused and questioning what hat shes putting on today. They say Tresl and AutoPay interchangeably. Reading the TrustPilot reviews and BBB complaints, this is a CONSTANT issue about unexpected hard inquiry pulls. They know exactly what theyre doing and they rely on misleading the consumer to just push through the loan application. They do this because the rates originally presented are nowhere near what they will offer. This is classic bait and switch and deceptive practices. They blame Credit Karma, hide under the guise of Tresl and are actually operating as AutoPay.  

  
  Regards,
  
  ******* ******

  Business Response

  Date: 06/12/2025

  We appreciate the opportunity to investigate this customer's concerns further and a member of our management team contacted this customer to provide additional information. As the application was submitted with full authorization to pull credit, we consider this matter resolved.
  
  When an application is submitted through Credit Karma, the process is automatic from soft to hard credit inquiry. As a third-party broker, the soft credit inquiry allows our team to match the application to lenders in our network to find the best potential offer. Once a lender receives the application, they conduct the credit inquiry to determine what offers they may extend to the customer.
  
  In this case, the customer did not meet the qualifying terms for the pre-qualifying estimate presented on Credit Karma. The customer declined to move forward with the only offer they were presented with and the application was closed. This customer agreed to multiple inquiries and the process when the application was submitted. Due to the agreed upon terms, we are unable to remove any credit inquiries at this time.
  
  Credit Karma Disclosures:
   *********************************************
  
  Tresl Auto  Finance *************************************
  Terms of  Use *************************************terms-of-use/
  Privacy Policy *************************************privacy-policy/
  Legal & Disclaimers *************************************legal-and-disclaimers
  
  We invite the customer to review the information provided above as well as the Credit Karma and TRESL Websites. While we understand this customers concerns, this is the standard process in applying for financing.
  
  Should this customer have additional questions, we would be happy to speak with him. Our escalations line can be reached at ************ and please note that our hours of operation are 7:00am-7:00pm MST Monday-Friday and 9:00am-5:00pm MST on Saturday with no hours on Sunday
  

  Customer Answer

  Date: 06/16/2025

  Complaint: 23396724
  
  I am rejecting this response because:

  Regardless of being a 3rd party broker, it says directly on the Tresl website that the application is a soft credit card inquiry unless a lenders offer is accepted; and at that time of accepting an offer, the hard inquiry is pulled. My hard inquiries were pulled before I ever even spoke to the loan specialist 

   

  Again, it also states explicitly in the disclaimer on Credit Karma that applying is only a soft inquiry

  
  The loan specialist called me specifically to verify that all of the information they had was correct before searching for lenders. When speaking to an escalations manager, Raschel said that the information they obtain from ************ is incorrect in the majority of cases, and that the initial follow-up from the loan specialist is to correct any discrepancies before submitting the information to underwriters. Despite this, these hard inquiries were made before even speaking to a loan specialist to correct any info. The escalations manager even said that she found it odd that the hard inquiries were made by the underwriters before even speaking to the loan specialist to make sure the info was correct. And both the escalations manager and the loan specialist admitted that the hard inquiries were made to specific lenders before the loan specialist ever making first contact. And when the loan specialist contacted me and got all of my correct info, she lied and said I will NOW look for lenders based on the information given in the call But later it was admitted by the escalations manager and loan specialist that the lenders presented later in the week after speaking to the loan specialist were the same ones before the loan specialist ever made first contact and gathered the proper information. The loan specialist also admitted on the phone with the escalations manager to saying since you already have a hard inquiry, you may as well go through with looking for lenders however no new lenders were even found, and the lenders offer was based on incorrect information obtained before the loan specialist ever made first contact to have the correct info as the loan specialist stated was the reason for the contact to make sure applications were submitted properly to the lenders. And the loan specialist repeatedly said she was looking for a lender in my correct state. Yet the application she coerced me into taking turns out to have been denied due to their information being submitted with the wrong state information, despite me giving her all of the correct information on our call from initial contact. Thus, the loan specialist guided me throughout the  process with false promises and false information the entire way. And the escalations manager and loan specialist both say they have no account in their system from a hard inquiry being made on 5/27 to Meritrust, yet it was absolutely made by Tresl according to a ********* representative. All of the people I have spoken to from Tresl/Autopay have contradicted their own words, their own websites policy, Credit Karmas disclaimer, and there are multiple people on recording repeating thats odd; I dont know; it works this way; no it works that way; youre approved!; youre not approved!; we got the wrong information from Credit Karma; the loan specialist was supposed to get the right information from the initial call with the loan specialist because we know/anticipate most times the information from Credit Karma is inaccurate; a hard inquiry is pulled when an offer is specifically accepted from a lender; a hard inquiry is made when submitting a pre-approval application through Credit Karma; were Tresl; were Autopay and etc. Tresl and/or Autopay is disorganized, deceitful, uneducated about their own policies/promises, use bait and switch tactics, lie about soft inquiry checks and then push you through the process to make their unauthorized hard inquiry pulls potentially worthwhile to quell customer concerns and the majority of the representatives from both companies constantly contradict each other. These hard inquiries must be removed. They are not authorized. I have been lied to and misled in every part of the process from the very beginning to the end; and even afterwards. This company fights tooth and nail to come off policy-driven and constantly contradict their own policy and information given by their own (Tresl and/or AutoPay) representatives and website information. They desperately try to look like theyre following everything by the book; but its clear from all of the others complaints like mine that this is in fact their strategy all along to initiate businesses with customers in the first place because they dont change their tactics/strategy. This is exactly how this process was designed to work and, again, just look at all of the other reviews/complaints from customers with the same issue as me. Everybody is confused and feels misled by their process. Tresl/AutoPay just double-down on damage control rather than correcting the root of the issue; and they have sneaky ways of allowing these hard inquiry pulls and false promises so they dont have to rectify the issue and he found out to be exactly as how all of the other customers describe them to be: deceitful and pulling hard inquiries without the customers authorization: fraud. 
  
  ******* ******

• Initial Complaint

  Date:05/20/2025

  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.

  Dear Better Business Bureau,I am writing to formally submit a complaint against Tresl Refinance regarding their mishandling of my auto refinance application, which has caused significant inconvenience and frustration.After initially approving me for a refinance, Tresl led me to believe that I would be moving into a better loan. However, the process quickly became disorganized and unprofessional. The agent assigned to my case was consistently non-responsive, failing to provide timely updates or clear guidance, forcing me to repeatedly reach out for basic information.Then, at the final stages of the process after several weeks of waiting Tresl unexpectedly required that I have my vehicle smog tested, a requirement that had never been mentioned before. Although this was inconvenient, I complied. However, after completing this step, Tresl informed me that they could not proceed because the smog had not cleared my vehicles title.This claim is entirely incorrect, as the *** has confirmed that the smog has, cleared on my title. Despite this, Tresl has refused to take the simple step of verifying this directly with the **** choosing instead to abruptly terminate the process, wasting nearly a month of my time.Additionally, when my spouse became involved to help resolve this issue, it was unnecessarily difficult just to confirm Tresls company name for verification purposes, further eroding our confidence in their legitimacy.Given the significant time and effort I have invested in this process, I am requesting that Tresl rectify this situation immediately by making a genuine effort to contact the *** themselves and confirm that my smog has cleared, allowing my refinance application to proceed as initially promised. If not, I want the hard inquiry removed from my credit report!I expect a prompt response and a serious effort to resolve this matter.Thank you for your attention to this complaint.Sincerely,****** **************************

  Business Response

  Date: 05/23/2025

  Thank you for the opportunity to review and address this feedback. Our mission is to provide full transparency while assisting our customers with their auto financing needs. We are saddened to hear that this was not this customers experience at this time and a member of our management team was unable to reach this customer by phone to answer any questions.
  
  The customer was provided with prequalification estimates on Credit Karma based on limited profile information available, they are not guaranteed offers. Once an application is complete and an official credit inquiry is made by a lender in our network, these estimates are recalculated according to what the lenders can offer. Both parties provide full transparency with this information in the Terms and Conditions before submitting the application, which the customer must select I agree to proceed.  
  
  In this case, the customers title reflects a hold which must be cleared in our system to proceed with the refinance process. To assist the customer further, we offered the option to provide a receipt to the lender once the transaction was completed through the **** We attempted to satisfy the lenders requirements to proceed however, the receipt is not sufficient. Additionally, TRESL allowed time for the *** to clear this hold through the system itself, which it has not. While we understand this customer concerns, the lender reserves the right to withdraw their offer or stop the process should their requirements not be met.
  
  Due to the agreed upon terms, no credit inquiries will be removed as authorization for this process was granted when the application was submitted. If the customer has any additional questions or concerns, we have request they contact our escalations line at **************. Hour hours of operations. Monday Friday: 8am to 7:30pm CST, Sat: 9am to 5pm CST, and closed Sunday.
  

• Initial Complaint

  Date:04/10/2025

  Type:Billing 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.

  Complaint:Without my consent or proper disclosure, a hard inquiry was made on my credit report by a lender I was unknowingly connected to through Tresl. The offer I saw on my Credit Karma account was presented as based on my credit score and data from my account, and showed a 5.54% interest rate. However, the actual offer I received was nearly 8%.There was no indication that this was a formal loan application or that a hard credit pull would occur immediately. I did not complete the application process, so I was extremely surprised to learn that I had already been approvedand that a hard inquiry had been placed on my credit file.Tresl is not the lender, but a third-party service provider. Yet, they are the ones who facilitated the unauthorized inquiry and shared my information. When I contacted customer support, the representative initially denied knowing anything about the hard pull, then later admitted she was aware of it. However, she stated they couldnt remove it or do anything about ***** a consumer, I did not authorize or knowingly consent to a hard credit inquiry, and I was not informed that my information was being submitted for formal approval. If Tresl is capable of sharing my data with a lender, they should also be responsible for addressing issues that arise as a resultespecially when the process lacks transparency and proper ************* the end, no one took responsibility or did anything to fix the situation. I will absolutely never be a client of Tresl again, nor will I recommend their services to anyone.

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to review the customer's concerns. We strive to provide full transparency and are disappointed to hear this customer has not received such at this time. A member of our management team has reached out to discuss this customer's feedback however, the customer did not have any additional concerns.
   
  We are a third-party broker and must ultimately submit the application to our lenders for final approval. All pre-qualification offers on Credit Karma are based on public and limited information, they are not guaranteed or final approvals. This is disclosed in the Terms and Conditions presented before the application is submitted, which the customer must check I Agree to proceed.This customer declined the approval presented from our lenders and did not qualify for alternate rates. At this time, due to the service provided and agreed-upon terms and conditions, we are unable to remove any inquiries.  
   
  Please know this is not the outcome we expected and have placed this customer on a do-not-contact status for now. If the customer needs to speak with us regarding any additional questions or concerns, please reach our escalations line at **************. Please note that our hours of operation are 7:00 am-7:00 pm MST Monday-Friday and 8:00 am-5:00 pm MST on Saturday with no hours on Sunday.

  Customer Answer

  Date: 04/17/2025

  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:04/09/2025

  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.

  I was offered a loan from this company at 5.04% APR, and the monthly payment would be $656.00. . When I completed the application and they ran my credit, they came back and offered me a loan at over 7% APR. The person I spoke with is **** *****. PH# ************, email ******************************* I have a FICO score of over 820, so I knew I qualified for the rate they offered in their solicitation. When I asked **** about the 5.04% they initially offered, he had no idea what I was taking about.I believe this is a bait and switch tactic. Now I have a hard hit on my credit report, which lowers my FICO score. I doubt anything can be done about that, but they should be forced to stop offering a rate they won't honor.

  Business Response

  Date: 04/15/2025

  Thank you for the opportunity to review the customer's concerns. We strive to provide the best possible experience and are disappointed to hear this customer has not received such at this time. A member of our management team has reached out to discuss this customer's feedback however, we were unable to reach them.
  
  We are a third-party broker and must ultimately submit the application to our lenders for final approval.All pre-qualification offers on Credit Karma are based on limited information,they are not guaranteed or final approvals. This is disclosed in the Terms and Conditions before the application is submitted, which the customer must check I Agree to proceed.
  
  This customer declined the approval presented from our lenders and did not qualify for alternate rates. At this time, due to the service provided and agreed-upon terms and conditions, we are unable to remove any inquiries. Please know this is not the outcome we expected, and we have placed this customer on a do-not-contact status for now.
  
  If the customer needs to speak with us regarding any additional questions or concerns, please reach our escalations line at **************. Please note that our hours of operation are 7:00 am-7:00 pm MST Monday-Friday and 8:00 am-5:00 pm MST on Saturday with no hours on Sunday.

  Customer Answer

  Date: 04/16/2025

  Complaint: 23181166
  
  I am rejecting this response because: they offered no proof the advertised rate is actually available. What credit rating does the applicant need to qualify for 5.04%? I attached my credit rating, which shows I have EXCEPTIONAL credit. When Credit ***** offers loan rates, it's based on the persons credit rating. It is NOT a generic advertisement. 
  
  Regards,
  
  **** *********

  Business Response

  Date: 04/17/2025

  As was mentioned, the rates and terms provided on Credit Karma are pre-qualification estimates based upon limited information provided by the customer and what is generally available in the market today. These estimates are recalculated when an official credit report is pulled by a lender and compared to what the lender is willing to offer. While credit score is a factor that is considered in this process, there are many other factors that are taken into consideration. It is the combination of factors of which the lenders take into consideration when determining what specific rates and terms they can provide.
  
  Credit Karma makes this information available on their website. When reviewing options of refinancing on Credit Karma's website, each option offers a "Savings disclosures & details" disclaimer dropdown. The customer can find the information mentioned by clicking on this dropdown which provides the following statement:
  
  "Annual Percentage Rates, terms of loan, and monthly payments presented are estimated based upon analysis of information you entered, your credit profile and/or available rate information from lenders. While efforts have been made to maintain accurate information, the loan information is presented without warranty and the estimated APR or other terms presented do not bind any lender. Lenders generally have a range of available APRs (for example, a lender's range might be 2% to 24%) and only borrowers with excellent credit will qualify for the lowest rate available. Your actual APR will depend upon factors evaluated at the time of application, which may include credit score, loan amount, loan term, vehicle information, credit usage and history. All loans are subject to credit review and approval. Additionally, model year, loan-to-value, minimum loan balance mileage, income, debt, etc. restrictions may apply. When evaluating offers, please review the lender's Terms and Conditions for additional details."
  
  As was also mentioned, Tresl too includes similar disclosures which the customer must check a box confirming that they agree to these terms and disclosures in order to continue with submitting the application. The system will not allow the customer to submit the application without confirming that they read and understood these terms.

  Customer Answer

  Date: 04/18/2025

  Complaint: 23181166
  
  I am rejecting this response because: They have offered no proof that a 5.04% loan exists, not what the qualifying requirements are. They have offered no specific reason for not giving me that rate, even though they ran my credit and have all the information they need to state a specific reason.

  I believe this company is engaged in fraudulent business activities, specifically false advertising and bait and switch. I intend to escalate this matter and report Tresl to the ************************************* 
  

  
  Regards,
  
  **** *********