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:07/15/2025

  Type:Order 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 refinanced my car using savings group but I went to Rate Genius who works with them and they found mert-trust to refinance my car loan. But nothing was properly disclosed and now I am in $800 worth of fees on top of interested. In the Truth and Lending Act fees have to be properly dislcosed and it was not on top of that I am being charged $250 for not having a $1000 dec on my car insurance. but they accepted my insurance approved it and I did change it but I thought I had time. On top of that my insurance was renewing so they dropped the ball on top of that I have always had time to make changes to my decuctible with any car I have ever had and have never been charged any fees. This is all feel like a scam. It cost me an extra $200 a year to change it how can they charge me that for 1 month? On top of that I had insurance. I was scammed at my dealership now with them and these changing fees. I want a refund I hate my car now and will find a way to sell it now its just a reminder of how people will abuse you financially. I had a better interest with my other loan this is predatory.

  

  Business Response

  Date: 07/22/2025

  We appreciate the opportunity to review and address this customer concerns. A member of our management team contacted this customer to discuss their feedback and provided additional information. 
  
  While we understand this customer's frustration, ******************** has no authority over any company outside of our own. At this time, no reimbursement can be granted due to the increase in private insurance. After further review of all information on this customers account, we have found all information was disclosed appropriately. 
  
  We are extremely disheartened to read about this experience and our investigation into the account was closed. Should this customer have any additional questions, we invite them to 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.

  Customer Answer

  Date: 07/25/2025

  Complaint: 23601140
  
  I am rejecting this response because: They can't be trusted and made to effort to investigate they don't understand laws and proper disclosers. I have never been charged or attempted to be charged so many fees right when signing a loan. Its sad how low Rate Genius has changed. Won't use them and will be selling/trading my car in soon.
  
  Regards,
  
  **** ************

  

  Business Response

  Date: 07/29/2025

  We appreciate the opportunity to review and address this customer concerns however this matter is considered resolved. A member of our management team contacted this customer to discuss their feedback and provided additional information. 
  
  While we understand this customer's frustration, ******************** has no authority over any company outside of our own. At this time, no reimbursement can be granted due to the increase in private insurance. After further review of all information on this customers account, we have found all information was disclosed appropriately. 
  
  We are extremely disheartened to read about this experience and our investigation into the account was closed. Should this customer have any additional questions, we invite them to 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.

  Customer Answer

  Date: 07/30/2025

  Complaint: 23601140
  
  I am rejecting this response because:

  Not a single person has provided proof. I submitted insurance to Rate Genuis who never gave the insurance to Meritrust or ********* does this to charge more fees.

  
  I want them to all disclose the following to their customers and see if they would still sell those bad loans: 

  We are offering you a loan that is higher in fees but lower in payment:

  You will pay $300 in interested during the "free month" and you will have to resubmit your insurance or charged $250 even if you have it and even its ist $125 a month we will charge you a full 2 months if its 1/12

  You will also be charged a doc fee of $540 dollars that we hide in fine print under undisclosed "fees" but say you will be refunded and we over pay so we don't under pay your your previous insurance. 

  Your fees is going tho their commission most likely but in the past you have never paid any fee to refinance ever. But we are here to help you pay more than you did before in your previous loan.

   

  You are snake. 

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

• Initial Complaint

  Date:07/15/2025

  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 responded to a Credit Karma pre-qualification offer for an auto loan refinance that was routed to RateGenius. The offer showed high approval odds and an estimated APR of 5.15%, with a lower monthly payment. RateGenius then contacted me and stated that they just needed to do a hard inquiry, since my soft approval looked strong and I met their criteria.After RateGenius did the hard inquiry on my credit, they presented terms that were completely different from the initial offeran APR of 8.5% (instead of 5.15%) and a large required down payment. This felt like a classic bait-and-switch. I would not have agreed to a hard inquiry if I had known the actual terms. Now, I am left with a hard inquiry on my credit report and no benefit to show for it.I find this practice deceptive and misleading. I am requesting that RateGenius work with the credit bureaus to remove the hard inquiry from my credit file, as I feel it was not properly disclosed and the advertised terms were not honored. I am also submitting this complaint to the **** and sharing my experience to help other consumers avoid similar treatment.

  

  Business Response

  Date: 07/18/2025

  Thank you for bringing this matter to our attention. We understand the customers concerns regarding the difference between the prequalification estimate and the final approved terms.
  
  We would like to clarify that a prequalification is not a guarantee of financing or specific terms as disclosed in the Terms and Conditions. It is based on preliminary information and provides an estimate of possible rates and terms a customer may qualify for. Once a full application is submitted, our lending partners perform a more comprehensive review, which includes additional factors such as credit profile, loan-to-value (LTV) ratio of the vehicle, income and other risk considerations.
  
  In this case, the customer was approved with different terms, based on the lenders full underwriting review. By providing consent and agreeing to our Privacy Policy and Terms of Use, customer acknowledged and agreed to these updated terms and the conditions outlined in our application process.
  
  We are saddened to hear that the customer's experience. One of our managers attempted to reach out to the customer to offer further clarification and support regarding the process. However, the customer declined to speak by phone, which we respect.
  
  We are committed to transparency and always strive to ensure customers fully understand the financing process. If the customer has any additional questions or concerns, please 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.

  Customer Answer

  Date: 07/21/2025

  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because: I respectfully disagree with how this situation is being framed.
  While I understand that prequalification is not a guarantee, the rate and terms shown on Credit Karmas platform were presented as being tailored to my credit profile and vehicle. The offer displayed a much lower APR than what I was ultimately quoted after the hard credit inquiry. The final offer I received included a significantly higher rate and a large, unexpected down payment. I recognize that underwriting may adjust based on additional factors, but the terms shifted so dramatically that it felt misleading. Had I known the offer would change to that extent, I wouldnt have agreed to the hard pull. This process wasted my time and resulted in a reduction to my credit, with no meaningful benefit.
  While I did decline the phone call, that was because I prefer to have everything documented in writing. A phone conversation wont undo the damage to my credit or recover the lost time.
  Im requesting that this company remove the hard inquiry from my credit report, review the advertising language used on Credit Karma, and provide a written explanation of what changed during underwriting that justified such a drastic difference in terms.
  I filed this complaint because this kind of practice likely affects many consumers. Transparency should be the standard up front, not something thats clarified only after someones credit has already been impacted.
  
  Thank you.
  
  
  

  

  Business Response

  Date: 07/22/2025

  Thank you for bringing this matter to our attention however this matter is considered resolved. We understand the customers concerns regarding the difference between the prequalification estimate and the final approved terms.
  
  We would like to clarify that a prequalification is not a guarantee of financing or specific terms as disclosed in the Terms and Conditions. It is based on preliminary information and provides an estimate of possible rates and terms a customer may qualify for. Once a full application is submitted, our lending partners perform a more comprehensive review, which includes additional factors such as credit profile, loan-to-value (LTV) ratio of the vehicle, income and other risk considerations.
  
  In this case, the customer was approved with different terms, based on the lenders full underwriting review. By providing consent and agreeing to our Privacy Policy and Terms of Use, customer acknowledged and agreed to these updated terms and the conditions outlined in our application process.
  
  We are saddened to hear that the customer's experience. One of our managers attempted to reach out to the customer to offer further clarification and support regarding the process. However, the customer declined to speak by phone, which we respect. However, we refer to the agreed upon terms that the customer agreed to upon applying.
  
  We are committed to transparency and always strive to ensure customers fully understand the financing process. If the customer has any additional questions or concerns, please 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.

  Customer Answer

  Date: 07/24/2025

  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  
  I am standing by my original concern.
  This isnt about whether prequalification guarantees a specific rate its about how the information was presented to me and how drastically the final offer deviated from what was shown, despite the claim that the soft inquiry was based on my actual credit and vehicle profile. The shift from a 5.15% APR to 8.5% plus a large down payment does not seem like a reasonable underwriting adjustment, it feels more like a bait-and-switch tactic used to justify a hard pull.
  I did not decline the phone call to be uncooperative, I simply prefer to communicate in writing so there is a clear, documented record of this situation.
  I have already submitted formal complaints to the **** and *** regarding this issue and the marketing practices involved. I am also exploring additional options to address the harm done by the misleading terms and the unnecessary hard inquiry on my credit report.
  
  At this point, I continue to request that:
  the hard inquiry be removed from my credit file
  a written explanation be provided detailing what changed during underwriting that resulted in such drastically different terms
  the advertising approach on Credit Karma be reviewed to prevent future consumer confusion or harm
  
  Thank you.
  
  
  

• Initial Complaint

  Date:07/15/2025

  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.

  On July, 9, 2025 I applied for refinancing through credit karma with Rate Genius. On July 10th I I returned their message by phone at 10:38 AM ************ provide more information. After providing information I ask them if they were a refinance company they reported no they act as a third party. I informed them I dont want my credit pulled by different lenders. The representative told me he would cancel the application and hung up abruptly. Shortly after I received notifications of hard inquiries from multiple unknown sources that I did not consent to. I also started receiving calls from different businesses like *******.

  

  Business Response

  Date: 07/22/2025

  We appreciate the opportunity to review and address this customers concerns. This customer has requested we do not contact them further and the application was placed on a do-not-contact status. The customer should not receive additional contact at this time, and we invite them to review the information below. 
  
  We strive to provide our customers with full transparency and are concerned to review this customer experience. The customer was provided with prequalification estimates on Credit Karma based on the limited information available, and all prequalifying estimates are subject to change.
  
  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, once the application was submitted, we cannot stop any inquiries that were conducted or in progress by the lender. While we understand this customer's concerns, this is the standard process in applying for a financial prequalification estimate. The customer will receive additional information in the mail regarding the application.
  
  Should this customer have any additional questions or concerns, we invite them to call our escalations line at **************, and we would be very happy to provide additional information. Please note that our hours of operation are RateGenius is open from 7:00 AM to 8:00 PM Central Time (CT), Monday through Friday, and from 9:00 AM to 6:00 PM CT on Saturdays.
  

• Initial Complaint

  Date:07/09/2025

  Type:Order 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 Better Business Bureau accredited this company. I called because they gave me a prequalified lower interest rate so I called. They just soft credit check and theyd be able to help me and lower my interest rate which is 8.7% for ************************************************************************* 75 months at 19 1/2%*** I would like the credit score hits taken off of my history because they told me that I was qualified to get it lowered after I got thepaper that said I was prequalified. This is a scam. This is a violation, this is abusive to people. 19 1/2% I have a 740 credit score. They told me I was going to get a lower credit score and a better rate, and the Better Business Bureau said they were OK. 19 1/2% is not OK on any level! You should close them down.

  

  Business Response

  Date: 07/11/2025

  Thank you for the opportunity to review this feedback. We strive to provide our customers with full transparency and are concerned to review with customer experience. A member of our escalations team has discussed this customer's concerns and answered their questions regarding our process.  
   
  All pre-qualification letters are based on limited public information and are not guaranteed offers or approvals, as disclosed on the back of the mailer customers must apply. In order to receive alternate financing terms, the customer must meet certain qualifications. Due to the authorization received at the time the application was submitted, and the disclosures in the agreed upon terms and conditions, we are unable to remove any inquiries at this time. 
   
  Please know this is not the outcome we expected, and we are disappointed we were unable to assist this customer in their financial goals. Should this customer have any additional questions or concerns, we invite them to call our escalations line at **************, and we would be very happy to provide additional information. Please note that our hours of operation are RateGenius is open from 7:00 AM to 8:00 PM Central Time (CT), Monday through Friday, and from 9:00 AM to 6:00 PM CT on Saturdays. 
  
  

• Initial Complaint

  Date:06/17/2025

  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.

  Such as the complaints before mine Rate Genius is a very misleading company I have noticed this company for months being pre qualified for on a credit monitoring app for months I was reluctant to apply for such a thing but after thinking since Im current on a insanely high interest rate refinance that I could apply to lower those payments with confidence Not only was I not able to save a single dollar by refinancing but I was denied entirely with a hard credit inquiry from a company that isnt even them for a company that seemed to of been a help will only escalate a call to a representative that will only lecture you with legal jargon when the only intention you had was to lower your monthly payment with a somewhat decent apr that you clearly demonstrated youd be able to pay but now not only are you let down but you have a hard inquiry to remind you of it. COMPLETELY MISLEADING you are not wrong to feeling coerced into applying for a re finance by this company because it absolutely comes with RAMIFICATIONS

  

  Business Response

  Date: 06/20/2025

  Thank you for the opportunity to review this complaint.
  
  At Rate Genius, we strive to provide full transparency regarding our processes and any offers extended through our lead partners. We received this customers application through our lead partner ************. On their website, ************ provides customers with pre-qualification estimates of what their best rates and terms could be should they choose Rate Genius for their auto financing needs. Pre-qualifications are not guaranteed offers or pre-approvals and are based on limited public information as disclosed on Credit Karmas and the Rate Genius website. These estimates are obtained by way of soft-credit inquiries that do not affect a customers credit.
  
  We are disappointed to hear about the customers experience. This customer did not qualify for an offer at this time.  Due to the agreed-upon terms and conditions, service provided, and standard practice when applying for financing, we are unable to remove any inquiries.  A member of our management team did call and speak with this customer and discuss his experience.
  
  We invite the customer to please reach out to our escalations line regarding any additional questions or concerns he may have at ************** and we would be very happy to assist him!
  
  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. 
  
  

• Initial Complaint

  Date:05/27/2025

  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.

  RateGenius offered a preapproved interest rate for an automobile refinance that I accepted only to then offer a higher interest rate later after doing a hard pull on my credit. My credit is excellent and hard pulls affect credit rating. Bait and switch tactics for loans.

  

  Business Response

  Date: 05/29/2025

  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 see this may not have been this customer's experience at this time.
   
  The customer was provided with prequalification estimates on Credit Karma based on the limited information available, and all prequalifying estimates are subject to change.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, upon a lenders review of the customers full application, we were unable to assist this customer with his financial goals. While we understand this customer's concerns, this is the standard process in applying for a financial prequalification estimate. The customer will receive additional information in the mail as to why they may not have qualified for the offer seen.
  
  We are disappointed that we were unable to assist the customer with their auto financing needs. If the customer has any additional questions or concerns, we have requested they 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:05/23/2025

  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 received a letter from RateGenius stating that my credit score allowed them to offer me a guaranteed reduced APR and lower monthly payments on my vehicle. And that I only needed to complete their refinance paperwork in order to receive a specified monthly payment amount. I was totally misled and allowed this company to pull my credit, only to be told that my application was not approved, though my credit history and score had remained the same over the last couple of months..This company has now caused my credit score to drop due to their unnecessary .inquiry. This company is bogus, untrustworthy and a con. DONT TRUST THIS COMPANY!!!!!!!

  

  Business Response

  Date: 05/29/2025

  We appreciate the opportunity to review this customer's concerns and are saddened to see this feedback. A member of our management team has reached out by phone to this customer however, we have been unsuccessful in reaching them.
  
  RateGenius is a third-party broker and we must submit the application to a lender for final approval.Prequalification estimate letters are based on limited information available and subject to change upon final approval.
  
  We strive to provide full transparency to our customers by providing all disclosures on the back of our mailing letters, on our website, and prior to the application submission, as the customer must select I agree to proceed.  We refer this customer to the back of the mailing letter for Terms and Conditions or at our website FAQ.
  
  In this case the customer did not meet the qualifying guidelines for the offer presented on the mailer and we did not have a lender in network to assist this customer with their application. While we understand this customers concerns,this is the standard process in submitting an application for financing.
  
  We are disappointed we were unable to assist this customer with their financial goals. If the customer has any additional questions, we invite them to call our main 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:05/02/2025

  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 or around April 15, 2025, I spoke with ****** ***** of RateGenius (Application ID: *************. During our call, I explicitly told him I could not afford another hard inquiry on my credit and that I did not want to move forward if it would negatively affect my score. Despite this clear verbal limitation, two unauthorized hard inquiries appeared on my credit report shortly after:April 16, 2025 ********************* (via Experian)April 19, 2025 Tower Federal CU (via **********)I did not consent to these inquiries. I did not submit a formal application through RateGenius, nor did I authorize my credit to be accessed by either of these ********** the time, I was in a severe financial crisis due to ongoing employment-related issues with ****** (currently the subject of an EEOC investigation). I was unemployed, surviving entirely on credit, and these unauthorized inquiries caused additional damage to my score and increased the cost of financial products I was actively pursuing to stabilize my situation.This compounded harm has led to unnecessary suffering and financial setback at a critical time.

  

  Business Response

  Date: 05/06/2025

  We appreciate the opportunity to review this customer concerns. We strive to provide full transparency regarding our process and are disappointed to see this may not have been the case for this customer. A member of our management team contacted this customer to discuss his concerns and provided a final resolution.
  
  RateGenius is a third-party broker who works with a network of lenders to find our customers the best potential offer within our network. When an application is submitted through Credit Karma, the process is automatic. Our team reviews the application and uses the data from the soft credit inquiry to determine if we have a lender in our network that may be able to assist the applicant. Once the application is matched with a lender, that financial institution conducts a hard credit inquiry to determine what they may extend.
  
  In this case, RATEGENIUS has agreed to remove one additional inquiry conducted to assist this customer with their concerns. Upon investigation, we did identify that the 2nd inquiry was made in error and addressed the issue internally. For this reason, we have requested the 2nd inquiry to be removed. No additional form of compensation will be provided, and the initial credit inquiry will stand due to the agreed upon terms and conditions. While we understand this customer concerns, this is the standard process in applying for financing.
  
  We are disappointed we are unable to assist this customer with his financial goals and have placed him on a do not contact status. Should he have any additional questions, we invite him to contact our escalations line at ************.Our hours of operation are Monday through Friday from 8 AM8 PM and Saturday from 9 AM6 PM. 

  Customer Answer

  Date: 05/07/2025

  Complaint: 23265955
  Thank you for the opportunity to respond.
  While I acknowledge RateGenius' decision to remove one unauthorized inquiry, I am rejecting this response because it fails to address the primary issue: I did not knowingly authorize or consent to a hard credit inquiry through RateGenius or its lender network.
  Their claim that the inquiry was authorized through Credit Karma is misleading. I did not apply for financing with RateGenius nor was I given notice or a clear opt-in regarding a hard credit pull. This makes both inquiries problematic under the Fair Credit Reporting Act (FCRA 604). Removing one erroneous inquiry is not sufficient to resolve the damage caused.
  Additionally, RateGenius has:
  Failed to provide written proof of my consent.
  Issued no formal apology or explanation regarding internal failures in consent verification.
  Unilaterally decided to cease communication by placing me on a "do not contact" list, despite the issue remaining unresolved.
  This is not an acceptable final resolution. I respectfully request continued investigation, and I reserve the right to pursue regulatory complaints and legal options if this matter is not fairly addressed.
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 05/07/2025

  While we do understand the customer's concern, both Credit Karma and ******************** provide disclosure statements on the respective websites regarding the fact that continuing with the process is the submission of an application for refinance and will result in one or more credit inquiries being made. 
  
  The application did come through RateGenius' website via Credit Karma. Refinance applications cannot be submitted through the website without the customer checking a box stating "I agree" indicating that they have read and accept the terms provided, which include the acknowledgement that submitting the application will result in credit inquiries being made and that the customer accepts these inquiries. In this way, both Credit Karma and RateGenius are doing all we can to be transparent and informative in compliance with the Fair Credit Reporting Act (FCRA 604) while assisting with customers' auto financing needs.
  
  For these reasons, we are unable to remove the initial inquiry as we did receive the application with authorization to pull credit per the customer's submission. Being that the customer has communicated that they will not be satisfied without the initial credit inquiry being removed, we are unable to fully satisfy the customer. As such, we have done all we can to assist the customer and provide resolution to their complaint and are therefore considering this matter closed.

  Customer Answer

  Date: 05/08/2025

  Complaint: 23265955
  
  I acknowledge RateGenius' repeated responses but must again reject their resolution for the following reasons:
  
  -No Signed Consent Was Ever Provided
  I never submitted a formal application through RateGenius. I spoke with ****** ***** directly and explicitly statedon or around April 15, 2025that I could not afford a hard inquiry and would not proceed under any terms that would impact my credit. Despite this, two hard inquiries appeared shortly after:
  April 16 ********************* (Experian)
  April 19 Tower FCU (**********)
  At no point did I authorize or knowingly initiate a hard inquiry via RateGenius or its lender network.
  
  - Misuse of Third-Party Platform (Credit Karma)
  RateGenius continues to cite Credit Karmas general disclosures as evidence of authorization. However, disclosures are not consent. Under FCRA 604(a)(2), only clear and informed authorization constitutes lawful access. RateGenius has produced no direct proofno signed agreement, timestamp, or authenticated submission recordthat would legitimize these hard pulls.
  
  - Admission of Fault Without Full Accountability
  While RateGenius acknowledged that one inquiry was erroneous and agreed to its removal, it has refused to address the second inquiry. No explanation has been provided for how these errors occurred, nor has any corrective plan or apology been offered. This partial concession confirms there were internal control failures, but the company refuses to take full accountability.
  
  - Retaliatory Conduct via Do-Not-Contact List
  Rather than resolve the issue, RateGenius escalated the harm by placing me on a do-not-contact list, obstructing any continued dialogue. This retaliatory action further confirms their unwillingness to engage in good faith resolution.
  
  -CLARIFICATION AND ESCALATION NOTICE
  This matter is not resolved. I am requesting that this complaint remain open and be published in full for the public record. If closed by default, I will take further action.
  To be clear, I have already filed formal complaints with:
  ************************************ (****)
  ************************ (***)
  New Jersey Division of Consumer Affairs
  If this remains unresolved, I am prepared to escalate further with:
  The ****************************** (RateGenius' jurisdiction)
  Civil court filings, including claims for unauthorized access, FCRA violations, reputational harm, and negligence
  Media exposure and consumer watchdog organizations
  
  This is not a miscommunicationit is a matter of unauthorized credit access, clear injury, and corporate evasion of accountability. I have provided a full, sworn, and truthful account of the facts. I request that the BBB retain this as part of the public and legal record.
  

  Respectfully,

  
  ******* *******
  May 8, 2025
  
  

• Initial Complaint

  Date:04/23/2025

  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.

  Rate Genius was supposed to find a better auto loan for me, but instead, they ran my credit without my permission and failed to contact my financial institution. **** asked me to contact them and email him the 10-day payoff, which I did, then he led me on, then ghosted me until the payoff expired. I want the inquiry removed from my credit report, and these fraudsters listed as such.

  

  Business Response

  Date: 04/30/2025

  We appreciate the opportunity to review and address this customers concerns. We strive to provide full transparency regarding our process and are disappointed to see this may not have been such at this time. A member of our management team contacted this customer by phone to discuss their concerns and provided all information requested.
  
  RATEGENIUS is a third party who works with a network of lenders to find you the best potential offer. Once an application is complete, it is sent to a lender for final approval. Lenders must conduct credit inquiries to calculate numbers according to what this customer may qualify for. This information is presented prior to applying to which the applicant must select I Agree to proceed.
  
  In this case, the customer spoke with the representative assigned to his application to discuss the terms they qualified for. The customer declined to move forward with the offer presented and requested we close the application.This customers application was submitted with full authorization to pull credit, and inquiries cannot be removed per the standard process in applying for financing.
  
  We are disappointed we were unable to meet this customers financial goals and have placed them on a do not contact status. Should this customer have additional questions, we invite them to give our escalations line a call at their convenience 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:04/21/2025

  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.

  Complaint Against RateGenius / Tresl / The Savings Group A while back, I filed a complaint against ***** after discovering a hard inquiry on my credit report that was done without my knowledge or ********** my surprise, I recently logged into my account and noticed yet another hard inquirythis time from RateGenius. I contacted the company to ask how they obtained my information and why my credit was run.I was informed that RateGenius operates under the same parent company, The Savings Group, which also owns Tresl. However, I never gave RateGenius permission to access my personal information, nor did I provide them with sensitive data such as my Social Security Number. Despite this, they proceeded with a hard credit inquiry.When I questioned this further, I was told that they were not willing to remove the inquiry and was even advised that my only option was to contact the police. This response was unacceptable and deeply ************** is it possibleor even legalfor affiliated companies to share and use my personal information without direct authorization? Should I now expect my credit report to be pulled by other third-party companies under The Savings Group without my consent?I demand the following:Immediate removal of the unauthorized hard inquiry from RateGenius.Written confirmation that all of my personal data has been deleted from the databases of RateGenius, Tresl, and any other subsidiaries of The Savings Group.Assurance that no future credit inquiries will be made without my explicit consent.This is a serious violation of consumer trust and potentially of federal privacy laws. I expect swift action to resolve this matter.Sincerely,***** *******

  

  Business Response

  Date: 04/22/2025

  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 discussed this customers concerns by phone.
  
  In this case, the customer applied directly through our website. We are a third-party broker and must ultimately submit the application to our lenders for final approval. This is disclosed in the Terms and Conditions presented before the application is submitted,which the customer must check I Agree to proceed. At this time, due to the service provided and agreed-upon terms and conditions, we are unable to remove any inquiries.  
  
  To clarify this customer concerns, ******************** does not sell any customer information. Any applications were submitted by this customer with full authorization for lenders to conduct credit inquiries. While we understand this customers concerns, this is the standard process in applying for financing.
  
  We have placed this customer on a do-not-contact status and invite them to contact our escalations line with any questions 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: 04/23/2025

  Complaint: 23223382
  
  I am rejecting this response because: I have never applied for anything on Rate Genius website nor I've ever visit their website. The only company I applied to is ******. How did Rate Genius got all my information? I am receiving information that my credit report will not be corrected - but somehow Tresel and Rate Genius thankfully disappeared from my hard inquiries (Thank God).

  I need confirmation that all my personal information is removed for any of your records because you buy and sell your customers information.
  
  Regards,
  
  ***** *******

  

  Business Response

  Date: 04/25/2025

  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 discussed this customers concerns by phone.
  
  In this case, the customer applied directly through our website. We are a third-party broker and must ultimately submit the application to our lenders for final approval. This is disclosed in the Terms and Conditions presented before the application is submitted, which the customer must check I Agree to proceed. At this time, due to the service provided and agreed-upon terms and conditions, we are unable to remove any inquiries.  
  
  To clarify this customer concerns, ******************** does not sell any customer information. Any applications were submitted by this customer with full authorization for lenders to conduct credit inquiries. While we understand this customers concerns, this is the standard process in applying for financing.
  
  We have placed this customer on a do-not-contact status and invite them to contact our escalations line with any questions 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.