Complaints

• Initial Complaint

  09/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In accordance with the **** ****** ********* act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under ** *** ****. Convergent Account # ****, has violated my rights. ** ***** **** section *** A. States I have the right to privacy. ** ***** **** Section *** A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions

  

  Business response

  10/20/2022

  see attached

• Initial Complaint

  06/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In April of 2021 I purchased a vehicle from a car lot in Greensboro NC. For the majority of that year I made my payments directly to the car lot. I was then advised in October of that year that I would be now making my payments directly to US auto credit, which i set up with them. The sticker price for the vehicle was 10k. In March of 2022 I had a loss of employment due to covid related layoffs. I had been despertly attempting to get another job in order to prevent missing any payments. Unfortountely i was unable to do so. I missed my payment in April of 2022 and again in May of 2022 On May 18th, I spoke with a supervisor named *** ********* prior to my May payment being late. I advised him of my loss of employment and current sitratuon.and plans to catch up asap. I also requested to be placed on a do not call list because US auto credit was calling every reference on my account trying to contact me, after ONE missed payment. Calling several times a day being extremely disrespectful to my Mother, Grandmother, and brother. None of these people had anything to do with my payment other than me. *** ********* suggested that i needed to find a girlfriend so she could helo me with my payments, and that NC where I live had plenty of older women who needed companionship and sex and would be more than happy to pay my car note. My original stickerprice was 10K. . I have an additional amount of 3k left on the vehicle. US auto credit reposessed my vechicle today, My wallet, personal items, and job resumes are all inside my vehicle, which they are now holding my vehicle and will not release it without me paying over $1000 plus a $300 repo fee. I have never heard of a repo after paying over 7k in less than 1 year on a vehicle. However they advise that I have only made 3 payments because they only care about the vehicle contract from when they purchased it. I now have no job, nor vehicle after paying 7k. And no way to get my wallet and personal items

  

  Business response

  07/28/2022

  Hello –

   

  Attached is the response to *** ******** Complaint.  Again, sorry for the delay.  

• Initial Complaint

  05/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Okay last year I decided it was time to get a fairly good used vehicle and thought hey I’m going to support my community I thought this was a buy here pay here type thing nope then the gentleman started running my credit the vehicle had dead rats in the back seat and I kept saying something tothe dealer about the smell coming from the car then He kept coming to get for hours then finally my kid drops a toy In the seat and she was livid but I got that when I seen two mice dead in the back seat so this is the same time a representative from us auto credit called me about the vehicle and I was sharing things about it and she was rude then also when I told the dealership how much of a car note I can pay it changed it went from 300 to 400 so then my car note would be late I call every time to speak to someone and some representative are nice but the three women who called me to threaten me to pay my bill also I had Covid after I was on the frontline being a cna so I’m having a difficult time getting back also I had a late payment last month and they have been calling me every day since also I was going into surgery as of today and they still want a 100 dollars from me to get an extension and I showed proof of my hardship with them still no grace they want me to pay them while I’m surgery also trying to get my kid to call them with my debit card info I’ve had this car for a year and some months it’s a 2015 Nissan Altima had been wrecked before also had dead rats in it and they want 12769 for this car they are rude and they like to bully there customers when I’m late they threaten to take my car and also the front end need rotors but they never came to fix it yes dealer said he would and never did I’m trying to figure out how to refinance my car or really I’m wanting to give it back but I put a lot of money into it trying to repair the previous wrongs I’m scared to talk to any of the representatives

  

  Business response

  06/02/2022

  June 2, 2022 ******** **** **** **** ****** ** **** * ********** ** ***** Re: BBB Complaint ******** Customer Name: ******** **** Auto Credit Acct No.: ******* Dear Ms. ****: U.S. Auto Credit (“Auto Credit”) is in receipt of your complaint, assigned an identification number of ******** (“Complaint”), submitted to the Better Business Bureau (“BBB”) on or about May 5, 2022. To summarize the Complaint, you have complained about the condition of the Vehicle, poor customer service, mechanical issues on the Vehicle, an alleged change in the contractual monthly payment associated with the Vehicle, and threatening behavior. Auto Credit provides the following response to your Complaint. Auto Credit makes every reasonable effort to meet its customers’ needs, ensure its practices adhere to all federal, state, and local laws, and act with high ethical standards and professionalism. As such, Auto Credit thoroughly reviews each complaint with the intent and desire not only to comply with the standard provided for in law, but to exceed what is required and to obtain high customer satisfaction. As background, on or about January 28, 2021, you entered a retail installment sales contract (“Contract”) with **** ******* of ********* (“Dealer”) for the purchase of a 2015 Nissan Altima bearing a vehicle identification number (“VIN”) of ***************** (“Vehicle”). The Contract was sold, transferred and assigned to Auto Credit on or about the same date. In the Contract, you and the Dealer agreed to an amount financed of $12,675.00, with payments made over fifty-four (54) months in the amount of $382.94. You have made payments toward the contractual balance since the Contract date, with the last payment made on or about April 14, 2022. As of the date of this correspondence, you are currently due for your April 14, 2022, contractual payment. Please find attached the Contract and your Payment Ledger for reference. Vehicle Condition & Cleanliness In the Complaint, you complain about the both the mechanical condition of the Vehicle and the cleanliness of the Vehicle. Please understand that **** ******* of ********* sold you the Vehicle and the Contract was entered into between you and **** ******* of *********. Auto Credit and **** ******* of ********* are not related, and Auto Credit does not exercise any control over **** ******* of *********. If you June 2, 2022 - 2 - U.S. Auto Credit – **** BBB Complaint Response have issues with the Vehicle condition or its cleanliness, the Dealer would be the appropriate party to discuss these matters. Contractual Monthly Payment You appear to allege in the Complaint that the contractual monthly payment was increased from $300.00 to $400.00. Please understand that you agreed to the terms of the Contract with **** ******* of *********. Auto Credit was not involved in any negotiation of the monthly payment amount. After a review of its records, Auto Credit can confirm that the contractual monthly payment when Auto Credit took assignment of the Contract was $382.94, and that payment amount has not changed since. Customer Service and Threatening Conduct You allege that Auto Credit representatives threatened you for payment after your account delinquent. You also complain generally of rudeness from Auto Credit representatives. Auto Credit’s servicing goal is to treat each customer with respect and dignity while attempting to work through any hardships or financial issues that a customer may have. Auto Credit has reviewed its records and unable to find any evidence of rude or threatening conduct. Further, Auto Credit specifically prohibits its representatives from making any threats of any kind to its customers. Auto Credit has a program in place to audit and review its representatives’ customer interactions in an attempt to make best efforts to ensure compliance. If any evidence if found of threatening behavior, disciplinary actions will be taken, up to and including termination. Again, Auto Credit is unable to find any evidence of threatening behavior. If you could provide the names of Auto Credit representatives who displayed this behavior, along with the date of the conversation, Auto Credit will further investigate these allegations. As of the date of this correspondence, you are approximately fifty-three (53) days past due for your April 14, 2022, contractual payment. Your May 14, 2022, contractual payment is also past due. Auto Credit encourages you to contact Auto Credit at ***** ******** to discuss your account so it may assist you in making payment or discussing acceptable payment arrangements. I hope all of your concerns have been alleviated by this response. If you have any questions or concerns, or would like to discuss this further, please do not hesitate to contact me at the address listed above. Sincerely **** ** ******* General Counsel & Compliance Manager

  

  Business response

  06/02/2022

  To Whom It May Concern:

   

  Please find attached U.S. Auto Credit's response to Ms. ****'s complaint. Please let me know if you have any questions.

   

  Sincerely,

   

  **** ** *******

  General Counsel & Compliance Manager

• Initial Complaint

  05/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  15 U.S.C 1681 section 602 states I have the right to privacy 15 U.S.C 1681 section 604 A section 2:It also states a consumer reporting agency can not furnish a account without my written instructions 15 U.S.C 1692C: Without prior consent of the consumer given directly to the debt collector ,a debt collector may not communicate with a consumer in connection with the collection of any debt

  

  Business response

  05/11/2022

  May 11, 2022
  ******* ********
  **** **** **** **** *
  ******** ** *****
  Re: BBB Complaint No. ********
  Customer Name: ******* ********
  Auto Credit Acct No.: ******
  Dear *** ********:
  U.S. Auto Credit (“Auto Credit”) is in receipt of your complaint, assigned an identification number of
  ******** (“Complaint”), submitted to the Better Business Bureau (“BBB”) on or about May 1, 2022. To
  summarize the Complaint, you appear to insinuate that Auto Credit does not have the right to furnish
  information to the credit reporting agencies without your written instruction and further, that Auto Credit is
  not able to communicate with you about the collection of this debt without your permission. Auto Credit
  provides the following response to your Complaint:
  Auto Credit makes every reasonable effort to meet its customers’ needs, ensure its practices adhere to
  all federal, state, and local laws, and act with high ethical standards and professionalism. As such, Auto Credit
  thoroughly reviews each complaint with the intent and desire not only to comply with the standard provided
  for in law, but to exceed what is required and to obtain high customer satisfaction.
  As background, on or about April 23, 2019, you entered into a retail installment sales contract
  (“Contract”) with Premier Automotive of **** DBA Premier Chrysler Dodge Jeep Ram of **** (“Dealer”)
  for the purchase of a 2007 Infinity M35 bearing a vehicle identification number (“VIN”) of
  ***************** (“Vehicle”). The Dealer then transferred, sold and assigned the Contract to Auto
  Credit on or about the same date. On or about July 30. 2019, the Contract was transferred and re-assigned to
  the Dealer.
  15 U.S.C. §1681, Section 604 – Permissible Purposes of Consumer Reports
  In the Complaint, you reference the Fair Credit Reporting Act (“FCRA”), specifically 15 U.S.C. §1681,
  Section 604(a)(2), and state that a consumer reporting agency can’t furnish an account without your written
  instruction. 

  

  Business response

  05/11/2022

  To Whom It May Concern:

   

  Please find attached U.S. Auto Credit's response to the complaint assigned an identification number of ********.

   

  Sincerely,

  
  **** ** *******

  General Counsel & Compliance Manager

• Initial Complaint

  04/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  US AUTO CREDIT PURCHASING PARTIAL ACCT#*** ACCT OPENED 1/2014 OPENED, PAID, CLOSED, PLEASE REMOVE ITS BEEN 8 YEARS IN ACCORDANCE WITH THE FCRA CONVERGENT ACCT LISTED ABOVE HAS VIOLATED MY RIGHTS 15 USC 1681 SECT 602A I HAVE THE RIGHT TO PRIVACY 15 USC 1681 SECT 604A IT ALSO STATES A CONSUMER REPORTING AGENCY CANNOT FURNISH ACCOUNT WITHOUT MY WRITTEN INSTRUCTIONS PLEASE REMOVE

  

  Business response

  05/11/2022

  To Whom It May Concern:

   

  Please find attached response to the complaint assigned an identification number of ********.  Please let me know if you have any questions or concerns.

   

  Sincerely,

   

  **** ** *******

  General Counsel & Compliance Manager

  

  Business response

  05/11/2022

  May 11, 2022 ****** ***** **** ********* **** ************, ** ***** Re: BBB Complaint ******** Customer Name: ****** ***** Auto Credit Acct No.: ******* Dear *** *****: U.S. Auto Credit (“Auto Credit”) is in receipt of your complaint, assigned an identification number of ******** (“Complaint”), submitted to the Better Business Bureau (“BBB”) on or about April 20, 2022. To summarize the Complaint, you have stated that your account should be removed from your credit bureau because the final payment on the account was allegedly made eight (8) years ago. Auto Credit provides the following response to your Complaint. Auto Credit makes every reasonable effort to meet its customers’ needs, ensure its practices adhere to all federal, state, and local laws, and act with high ethical standards and professionalism. As such, Auto Credit thoroughly reviews each complaint with the intent and desire not only to comply with the standard provided for in law, but to exceed what is required and to obtain high customer satisfaction. As background, on or about October 23, 2012, you entered a retail installment sales contract (“Contract”) for the purchase of a 2007 Cadillac DTS bearing a vehicle identification number (“VIN”) of ***************** (“Vehicle”). On or about the same date, the Contract was sold, transferred and assigned to Auto Credit. Auto Credit has thoroughly reviewed your account payment history, notes and documentation, along with the information that is being reported to the credit bureaus. After review, Auto Credit determined that the account was paid in full as a result of an insurance proceeds payment on or about January 20, 2014. Consequently, on April 21, 2022, Auto Credit took the actions necessary to request the removal of the account tradeline from the three (3) credit bureaus with Auto Credit reports – TransUnion, Equifax and Experian. As of the date of this response, the account tradeline should no longer appear on your credit report. May 11, 2022 - 2 - ***** BBB Complaint Response I hope all of your concerns have been alleviated by this response. If you have any questions or concerns, or would like to discuss this further, please do not hesitate to contact me at the address listed above. Sincerely, **** ** ******* General Counsel & Compliance Manager

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On march 1st I was told my US auto credit that my account was past du I paid $204.95 and on march 5th I paid the remaining balance of $17.46. And on march 11th a check of $1770.49 which was my paid out before the check was issued I over paid them by $ 224.41, I spoke with a lady called ***** on march 23rd she insured me that I should be expecting a check within ten business days. I called them April 13th I was told that they have no knowledge of an overpayment even thou she sees where I over paid all I’m asking for is $224.41 that is due to me

  

  Business response

  05/10/2022

  See Attached.

  

  Business response

  05/10/2022

  See Attached.

  

  Business response

  05/10/2022

  May 10, 2022 ***** ***** **** ****** *** **** *** ******** ** ***** Re: BBB Complaint ******** Customer Name: ***** ***** Auto Credit Acct No.: ******* Dear *** ********* U.S. Auto Credit (“Auto Credit”) is in receipt of your complaint, assigned an identification number of ******** (“Complaint”), submitted to the Better Business Bureau (“BBB”) on or about April 13, 2022. To summarize the Complaint, you have complained that Auto Credit alleged did not work with you in 2017 when you experienced financial difficulties and changed jobs. Additionally, you complain of threatening statements made by Auto Credit in 2017 and you not being able to retrieve your belongings from the Vehicle after repossession without having to pay off the Contract balance. Auto Credit provides the following response to your Complaint. Auto Credit makes every reasonable effort to meet its customers’ needs, ensure its practices adhere to all federal, state, and local laws, and act with high ethical standards and professionalism. As such, Auto Credit thoroughly reviews each complaint with the intent and desire not only to comply with the standard provided for in law, but to exceed what is required and to obtain high customer satisfaction. As background, on or about January 8, 2020, you entered a retail installment sales contract (“Contract”) with Consumers Choice Automotive Group (“Dealer”) for the purchase of a 2012 Chevrolet Malibu bearing a vehicle identification number (“VIN”) of ***************** (“Vehicle”). On or about the same date, the Contract was sold, transferred and assigned to Auto Credit. You have made consistent payments since that date with the final payment made to Auto Credit on or about March 11, 2022. The final payment was made to Auto Credit in the amount of $1,770.49. At the time the payment was received, the payoff on the account was $1,572.52, which resulted in an overpayment of $179.97. The overpayment was mailed to you on March 25, 2022. On March 26, 2022, you called and spoke with an Auto Credit representative. On that date, Auto Credit identified that the refund check was not mailed to the preferred address. On March 29, 2022, Auto Credit reissued the overpayment check to the address you confirmed on March 26, 2022, which was **** ****** *** ***** ******* ** ****** May 10, 2022 - 2 - ***** BBB Complaint Response Auto Credit generally apologizes for any confusion or delay in receiving the overpayment check. I hope all of your concerns have been alleviated by this response. As requested in the Complaint, Auto Credit has notated your account so that no phone calls or other communications are made to you. If you have any questions or concerns, or would like to discuss this further, please do not hesitate to contact me at the address listed above. Sincerely, **** ** ******* General Counsel & Compliance Manager

  

  Business response

  05/10/2022

  May 10, 2022 ***** ***** **** ****** *** **** *** *******, ** ***** Re: BBB Complaint ******** Customer Name: ***** ***** Auto Credit Acct No.: ******* Dear *** ********: U.S. Auto Credit (“Auto Credit”) is in receipt of your complaint, assigned an identification number of ******** (“Complaint”), submitted to the Better Business Bureau (“BBB”) on or about April 13, 2022. To summarize the Complaint, you have complained that Auto Credit alleged did not work with you in 2017 when you experienced financial difficulties and changed jobs. Additionally, you complain of threatening statements made by Auto Credit in 2017 and you not being able to retrieve your belongings from the Vehicle after repossession without having to pay off the Contract balance. Auto Credit provides the following response to your Complaint. Auto Credit makes every reasonable effort to meet its customers’ needs, ensure its practices adhere to all federal, state, and local laws, and act with high ethical standards and professionalism. As such, Auto Credit thoroughly reviews each complaint with the intent and desire not only to comply with the standard provided for in law, but to exceed what is required and to obtain high customer satisfaction. As background, on or about January 8, 2020, you entered a retail installment sales contract (“Contract”) with Consumers Choice Automotive Group (“Dealer”) for the purchase of a 2012 Chevrolet Malibu bearing a vehicle identification number (“VIN”) of ***************** (“Vehicle”). On or about the same date, the Contract was sold, transferred and assigned to Auto Credit. You have made consistent payments since that date with the final payment made to Auto Credit on or about March 11, 2022. The final payment was made to Auto Credit in the amount of $1,770.49. At the time the payment was received, the payoff on the account was $1,572.52, which resulted in an overpayment of $179.97. The overpayment was mailed to you on March 25, 2022. On March 26, 2022, you called and spoke with an Auto Credit representative. On that date, Auto Credit identified that the refund check was not mailed to the preferred address. On March 29, 2022, Auto Credit reissued the overpayment check to the address you confirmed on March 26, 2022, which was **** ****** *** ****, ******, ** *****. May 10, 2022 - 2 - ***** BBB Complaint Response Auto Credit generally apologizes for any confusion or delay in receiving the overpayment check. I hope all of your concerns have been alleviated by this response. As requested in the Complaint, Auto Credit has notated your account so that no phone calls or other communications are made to you. If you have any questions or concerns, or would like to discuss this further, please do not hesitate to contact me at the address listed above. Sincerely, **** ** ******* General Counsel & Compliance Manager

• Initial Complaint

  03/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from a buy here pay here in Oct 2016. In April 2017 I notified the loan company of my plan to move home to CA to care for my elderly mother which, I was unaware of, had been sleeping on a cousin's couch. I provided all necessary information (address, dates the move would take place, and employment info) to make sure they were aware of the details. The feedback and response I received was positive, "congrats on the new job, got to take care of mom"... etc. After my arrival in CA in late April 2017, I informed them that I was in process of changing over my driver's license, getting all necessary paperwork, and I would start orientation when completed. This would obligate me to miss Mays car payments. I asked for a onetime courtesy of moving the payment to the end of the contract and was informed they could honor the request. After hours spent on the phone between the two state drivers' services offices, medical examinations, and finally receiving my CADL I was given a start date of June 7, 2017. I informed them my first paycheck was expected June 17, 2017, and I was told it wasn't an issue. On June 13, 2017, I reported my vehicle stolen because I was unaware that they had repossessed it. After repossession their attitudes changed and became impossible to work with. They made threats of personal harm with statements in the area of "putting hands on you". I was not given the option to retrieve my possessions out of the vehicle without paying the vehicle off in total. I was not even given the name of the repossession company or where the vehicle had been taken.

  

  Business response

  04/15/2022

  To Whom It May Concern:

   

  Please find attached U.S. Auto Credit's response to the Better Business Bureau complaint that was assigned an ID no. of *********

   

  Sincerely,

   

  **** ** *******

  General Counsel & Compliance Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩