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:08/12/2022

  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.

  Back in May, I traded in the 2021 ******* Elantra that I refinanced through OpenRoad Lending. I reached out for help on getting a refund for the *************** Contract and Gap, that OpenRoad Lending Sold me. ************************************* emailed me the details. I have completed the forms and sent them to the companies. I have reached out to the companies for a status and nothing. I did reach back out to ******** to see how long refunds take. I got no response. On July 30th, I reached back out to OpenRoad Lending about the refund and getting help with the status and everything. I have yet to hear back from OpenRoad Lending. I have even called *************** who they sold the loan to about the refund and they told me I had to reach out to OpenRoad lending, as they sold me the contracts. I am attaching emails and the pay off letter and the sales contract where it shows I traded the car. I feel like they are just withholding my money.

  

  Business Response

  Date: 08/12/2022

  I am sorry for the slow time but we do not control any of the money or process in the cancellation of a *** or VSC.  We are not the administrators.  I have sent an email this morning to Dealer Loyalty Protection for an update and status of the check for the *** and one to ************************** for an update and status of the check for the VSC.  I would expect to have something updated later today and I will email what information I get then.  We will get it cancelled as there is nothing to be gained by us in not assisting in the cancellation of products.  We never have this issue so I suspect it might be an isolated case but nonetheless it is unacceptable for you.  Again I am sorry this has taken so long but we will get it cancelled as of the date you sent it in.

  Customer Answer

  Date: 08/12/2022

  Complaint: 17703172
  
  I am rejecting this response because: Here is the email EFG sent me when the policy was cancelled. Every contract from buying cars I have dealt with, including when I had my Sonata refinanced through another bank. The ones who sold me the contract handled the cancellation. I find it to be funny that it takes me going to the BBB to get a response. I am sorry but this is OpenRoad Lending's responsibility and they need to handle the cancellations. I look at it, as it is not their money, so they do not care if their customers get their refund. 

  I will not be refinancing ever again through them for them not taking responsibilities for their actions. I expect my refund to be sent to me. You need to do the leg work for your customers, as you sold the product. 

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

  

  Business Response

  Date: 08/12/2022

  Again I am sorry you think you know but this is *********************, CFO and founder of OpenRoad and you can call me at ************ to discuss.  You are correct.  Oftentimes dealers and finance companies get the money back and then hold on it.  However we do not.  We do not handle any cancellation payment or processing no matter what you think or hear.  I have put out a request to my contacts at EFG and DLP to process your cancel promptly.  It is a Friday in the summer and many people are off but I will make sure this gets highest priority but I cannot physically do anything about it.  I am not making an excuse but simply laying out the facts.  We will get your money back.

  Customer Answer

  Date: 08/13/2022

  Complaint: 17703172
  
  I am rejecting this response because: You have a very condescending tone. I asked for help and ************************************* ignored my email. So that makes someone think you all do not care about their business. When a customer reaches out for help with this issue, it is a good faith practice to help. These refunds better be dated back to when I sent them in, in June. I have not had this car since May 30th. I am not letting this case close out until I have both checks in my hand. Maybe you need to do an audit on her email and an audit on the LoanHelp email, to see where I have emailed for help or asking questions on the length of time. and as you see in the *** email I attached, they clearly told me that you issue the refunds. I have reattached that email so you can see again. I will not call you because after reading the list of complaints on how many people get ignored, I think that your business practices are not acceptable. The ********************* has never responded to me I emailed them on June 14, June 18th and June 25th. 

  If you are not going to help customer, then maybe you need to do business with companies who will answer your customers questions when emailed. 

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

  

  Business Response

  Date: 08/23/2022

  I am sorry about the tone.  I respond to every complaint personally and dont see any complaints about refunds.  So for your to make over arching statements are incorrect, so I am going to push back.  I am sorry as it took too long but you were incorrect as it was out of our hands the entire time and i agree you shouldnt have had to wait this long.  Yes your checks will be back dated to when the paperwork was originally sent in.  Thanks for your understanding.

  Customer Answer

  Date: 08/23/2022

  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:08/05/2022

  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.

  It all started when they sent me a letter in the mail saying I pre-qualified and was pre-approved to refinance my auto loan at ****% it even said it would lower my payment from $379 to $189 when I got excited and called to get this up and running I gave them all the financial information they needed and got a settlement price from my current lender for ******** open road lending wanted to charge me $12, 600 @ *****% 75 months that's **** years to pay off an already 12-year-old ****** mile car. I call it the old bait and switch or the ***** two step but either way it wasted a whole lot of my time and I'm glad I didn't sign the final documents and canceled the whole deal grossly different than the offer they sent me in the mail

  

  Business Response

  Date: 08/05/2022

  I am sorry about the confusion, I dont think we did a very good job of communicating the approval with you.  You applied with us to refinance your 2010 Camaro with Credit acceptance that you are paying almost 23% on but have 51 payments of $379.  Their loans are rule of 72 (which is not consumer friendly) as you pay interest upfront rather than simple interest where your interest prorata based on time.  Our approval is simple interest up to 75 months (if you wanted a small payment but could always pay extra) or we currently have you at 49 months (which eliminates at least 2 payments and your payment is just $348 saving you $30 per month.  Your Loan to value does include gap of $995 because you do owe more than it is worth but if you wanted to remove it your payment would go down even more.  I think you stated your payoff was $10,782.77.  That was the payoff IF you cancel your vehicle service contract.  With Credit Acceptance we do not assume that you want to cancel the *** so we get the larger payoff without it.  You can choose to cancel later if you want and get the approximate $1,000 in refund directly to you.  The reason your original "pre-approval" was lower was we assume a 2015 or newer vehicle because we only know your loan and not your vehicle, miles or options.  Since your collateral is 12 years old the rate does go up with increased risk.  Again this is a good deal cutting your rate by over 10% and we can help you finish the deal.  If you complete it I will send you a $100 **** gift card for the confusion on your approval and I apologize that we were not clear in the communication.

  Customer Answer

  Date: 08/05/2022

  Complaint: ********
  
  
  I am rejecting this response because: it's full of more lies more lies more lies I like cold hard facts and numbers. I put $6,000 down when I bought this car but you would have never known that. You also never mentioned anything about canceling the service contract and GAP coverage on my original loan. All you kept trying to mention was monthly payment monthly payment monthly payment. At the end of the day you say you were saving me 10% when I did the math on what I owe on the car versus what I was going to owe on the car if I went with your loan there was a $1,000 difference. So where's the 10% you're saving me? My hope for all this is that you would stop sending people mail that has bold print that says pre-qualified and guaranteed and words like that in Bold print that are lies. Oh and I forgot to mention for $1,000 difference I was going to have to pay on the car for two more years longer!!!! What kind of deal is that please?
  
  
  Regards,
  
  
  ***************************

  

  Business Response

  Date: 08/08/2022

  Lets take one issue at a time.

  1) Your down payment at the purchase date is totally irrelevant. Its only what the value of the vehicle is today. 

  2) Today your car books out as $10,463 and your payoff with Credit acceptance is $11,818.  So you owe more than its worth.  This doesnt take into account the title fees for your state ($16) and our processing fee ($199) which is generally immaterial.  So in the event of a total loss you would owe about $12,000 and the car is worth about $10,500.  So you would be upside down by $1,500.  That *** be small enough that you dont want to cover with GAP.  That is an ok decision if you dont want to. 

  3) So if we remove GAP, then your monthly payment with us would be $322 for 49 months at 13.38%.  The total you would pay over the life of the loan would be $15,778 ($322 x 49).  If you stay with Credit Acceptance you will pay 51 payments at $379 at 23% for a total of $19,329 ($379 x 51).  So if you switch you would save almost $4,000.  We gave you the option to go to 75 months but if you dont want to that is fine.  Its your choice on term. 

  4) As far as the pre-qualified mailer, there are stipulations and its never a guarantee if you cant meet the stipulations.  Your vehicle age is a disqualifier in this case.  I am sorry you feel this doesnt work but our approval is a really good deal.  You can can me, **** the *** at ************ directly and I can talk you through any questions you might have.  Financially switching to the 49 payments at 10% less interest rate than what you are paying with at Credit Acceptance is a good thing and Im sorry if we were unable to effectively communicate that to you.

  Customer Answer

  Date: 08/08/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  I am refinancing my car through a credit union. I'm considering this matter closed and would like all any personal
  information deleted from open road lending and I do not give them my permission to share any of my information
  
  Regards,
  
  
  ***************************

• Initial Complaint

  Date:07/29/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went online and applied on Sunday night July 24th. On Tuesday July 26th I was contacted by ******************************* who informed me we were approved to refinance our auto loan through them with lower interest rate and loan payment. He sent the packet over that evening to sign and we filled everything out minus a form needed to be notarized. Was not able to get it notarized until today Thursday July 26th. Sent him a email with copy of notarized forms after we went and paid to get them notarized. Received and email later telling me we were denied. I tried calling in to speak to him to see what happened with no luck. Spoke to another agent who informed me that ********* told her the denial was wrong and he would get it fixed and call me back. Later this evening I received another denial email with no explanation as to why or what happened. Have tried to talk to them again and have had no call back.

  Customer Answer

  Date: 07/29/2022

  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:07/28/2022

  Type:Customer Service 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 tried to refinance my car through them. The apr started off as 10% with a 60 month load. When she called it changed to 14% Apr and a 75 month loan. I asked to change to 75 month to 60 months like my original loan. She said no problem. Apr rates change I get that part. They asked for a list of things to be done no problem did those sent them. They had to be redone ok no problem. Then asked to have it done a third time. Then asking for a copy of my title . Everything just seems very off with this company! I feel like they are scamming people! There have been other complaints about this!

  

  Business Response

  Date: 07/29/2022

  I am sorry for the poor experience.  The final hold up was that the state of ******** had some unusual wording on your title we caused our concern.  However after calling the state we were able to resolve.  Your loan is now funded.  We have lowered your old rate of almost 21% to less than 12% saving you thousands of dollars over the life of the loan.  The payoff to Westlake will be going out today and you should be getting something in the mail in the next few weeks related to the new loan.  Again I am sorry for the confusion but you loan is now done.

• Initial Complaint

  Date:07/21/2022

  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 started an application with the company the end of June, I had several issues on continued information needed after I submitted everything possible, I then asked to cancel since I had so many issues with getting the approval and the continued need of information, they confirmed the cancellation, I then had a manager reach out to me and apologize Re go over my savings said she would make sure everything went smooth and there would be no further delays or issues. I then said okay, Ill do this again. I said any further information needed they said NO, well then I get another text requesting more information but saying everything would be finalized and the check sent out on July 15th a Friday. I got no response on the check being sent out, I called Monday, a Rep stated the check had not gone out but would by the end of the day, I requested a supervisor, that then told me that was inaccurate the check wouldnt go out for 3-5 business days and that started from Friday the 15th of July. I waited a couple days still heard nothing, I called today 7/21/22 requesting everything be canceled since no money has been sent to my current *********************, its been 5 business days since the loan was supposedly finalized and the supervisor **** was Rude told me it cant be canceled and they have my signature on the paperwork, the *** is the only who can cancel its up to him, he then proceeded to disconnect the call when I said I wanted an answer now and to speak to someone, he wouldnt allow me. I called back and the Rep again wouldnt allow me to speak to anyone who could cancel. Told me the bank has been backed up and thats why the check has not gone out. I do not want a loan with this company, Ive been told multiple different things. The company does not do what they say. In fact they have in total cost me more money that its worth with their supposedly savings. I want the loan canceled and to be left alone by this company! They do not do what they say!

  Customer Answer

  Date: 07/21/2022

  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:07/19/2022

  Type:Customer Service 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 applied and my income was incorrectly calculated. I have submitted my w2 and I cannot get in touch with my direct representative and the service members that I am getting from the general mailbox are not helpful and are not getting ****** on the line.

  

  Business Response

  Date: 07/19/2022

  I think in the time that you sent this we have fixed your income and the only thing we need to complete this loan is 1) full copy of insurance card with name listed and not expired.  The one sent expired 4/2022 and 2) Original POA and One in the Same which can be faxed or scanned to us.  Once we get these 2 items your loan will be complete.  I am sorry for the confusion.

• Initial Complaint

  Date:07/08/2022

  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.

  Like others I received a pre-approval, applied was told I was approved did all the sending documents even signed a contract just for today get a call and told I'm not approved this run around wasted my time I should've just stuck with my current lender least they are honest how do you go from approved to not approved in a week wasn't a week ample time to look at that.

  

  Business Response

  Date: 07/08/2022

  You applied to us from Credit Karma.  I am not sure what they represented but it definitely is not a pre-approval.  At this time your FICO score is a 448 at Experian which is well below our minimum.  At this time we cannot help you and you might check with Credit Karma to see what their offer was.

  Customer Answer

  Date: 07/12/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  I have the pre-approval letter that's how I used a reference number false info won't be tolerated
  
  Regards,
  
  
  ***********************

  

  Business Response

  Date: 07/13/2022

  Please scan the letter to the complaint front and back. 

  Customer Answer

  Date: 07/13/2022

  Complaint: ********
  
  
  I am rejecting this response because:nothing was written
  
  
  Regards,
  
  
  ***********************

  Customer Answer

  Date: 07/15/2022

  I am rejecting this response because:nothing was written

  

  Business Response

  Date: 07/15/2022

  Customer says they have proof of the approval, I would like to see the letter (front and back) so i can research it more.  Should be pretty simple to provide so i can research.  
  

• Initial Complaint

  Date:07/07/2022

  Type:Customer Service 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 applied for lending through this business, and was approved. This company has already ran my credit 3 times. In June, they let me know of an issue with my registration. My last name was spelled incorrectly. After explaining that the *** in ****** ** is very slow and backed up, it would take time. The people who I spoke with said it was fine, and they would make a note. Come June 30th, my paperwork was finally emailed to me, which had the wrong percentage, and included prices I did not agree to. Once corrected, they sent it back, which fell over July 4th Holiday. As I now had the opportunity to print the paperwork and mail it back, they call me to let me know that the loan expired back in MID JUNE! Why would paperwork be emailed to me agreeing to terms, which I've signed AFTER it has expired? I'm asking for my credit not to be run again, and for them to approve it as is so i can mail in my documents. I have emailed general customer service, ****** who was my loan helper, their manager who was rude, and now their manager ***********.

  

  Business Response

  Date: 07/08/2022

  I am sorry that this has taken so long but you applied on 5/20 to refinance your vehicle.  We pulled your credit on that day and approved you at *****% which is almost 8% lower than your current rate.  We sent out a loan package on that day.  We needed to get proof of income, driver license, insurance along with other items to complete the loan.  In the next few weeks we reached out to get those items back.  We received some of the items between 6/17 and 6/29.  Unfortunately the loan approval expired before we receive all the documents.  Unfortunately, in order for us to continue we need to pull your credit to update the records.  A single inquiry only costs you between 3 and 5 points so as long as there hasnt been material changes, this small investment will save you thousands of dollars in lowering your rate from over 18% to less than 11%.  Without this authorization we cannot continue since its been almost 50 days since we pulled your credit.  I am sorry we cant help without that.