Complaints

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car 2011 ***** Accord from Superior auto sales *****************************. The battery broke. I paid $100 for a new battery. I got in a car accident. He was tailgating me and tried to pass me in a no passing zone. He sideswiped me. I had my collision insurance with Drive now acceptance. It is *********. My check engine light went on. It needs a catalytic converter. It's $500 to repair it. It's a Lemon car. They took the car back. **** said they want me to pay a $500 deductible. I called Berkshire they said they don't have a policy for me. It's on my credit. I can't get another car. Close the loan and give me a refund or give me another car.

  Business response

  10/25/2024

  
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been financing a 2013 ***** 2 since October of 2022 I have made every payment on time. When I first got the vehicle I was told by paying the finance company an extra $55 every 2 weeks on my car loan I would be covered by insurance. Lo and behold I get pulled over in November and the officer asks for for my insurance information which I proceed to tell him I pay extra to my car finance company and they have not sent me cards. When I when I call to get this matter taken care of I am told that I am personally am not covered under the vehicle but the car is? So because of that I received a no insurance ticket which in turn suspended my license which in turn makes me not able to drive and get to my job when I need to. I have paid over $9,000 to this company on my car my car is only worth three grand ****** Blue book I refuse to give them any more money they can take the car I do not care do not fall for this predatory company. They thoroughly enjoy taking advantage of those who are in tough situations. I do not wish to have this company keep on contacting me your family or anybody I know they can keep the car I do not care I do not want to deal with this company anymore

  Business response

  05/16/2024

  5/16/2024
  
  Better Business Bureau of ******* & *****************
  121 **************** Drive, Suite 2000
  *****************
  
  Re: 21645303
  
  To Whom It May ********
  
  Drive Now Acceptance LLC ("COMPANY") is in receipt of your correspondence in connection with the above-referenced ID number.  Please accept the following as COMPANY's response.    
  
  COMPANY has reviewed the complaint. Our records show, ******************** signed and entered into a Retail Installment Contract and Security Agreement (Contract) on 9/26/2022, for the purchase of a 2013 ***** 2 Vehicle identification number *****************. Attachment #1
  
  ********************** complaint contains inaccurate, false, and defamatory statements attempting to deflect her irresponsibility with vehicle ownership.
  ************************ signed multiple forms, in addition to the Contract, explaining options for insurance. She had the option to obtain full coverage insurance, which is required under the Contract, through any insurance company of her choice. Secondly, if she chose, she could obtain ************************ meeting the legal state insurance requirements and opt in to the ******************************* provided through the dealership. This protection covered only the damages to the vehicle. Attachment # 2 and 3, signed by ********************, are very clear as to what the insurance covers.
  The cost associated with the ******************************* was $108.33 monthly. Yes, at times ******************** paid an additional $55. Attachment #4 shows the breakdown of how her payments were being applied. The additional $5.00 was applied towards her loan.
  Surrendering of the vehicle does not relinquish her financial obligations. We will suspend phone calls, per her request and send out the required post repossession and legal notices accordingly.
  
  For more information, or further explanation of the signed Contract, status of your account, and/or acceptable forms of payment, please contact our office at ************.
  
  
  Very truly yours,
  Drive Now Acceptance LLC
  
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased 2 vehicles from them one I owed under $1000 on after paying for some time the other I owed around $10000 on not disputing that at all but during COVID things got hard I ended up falling behind they took both vehicles on a repo on understandably I owed them I couldnt pay at that time but now they sued me for the full price of the car but the resold the truck for what more then I owed and van as well

  Business response

  03/07/2024

  Please see attached. 

• Initial Complaint

  06/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a car loan through drive now acceptance and I have made three payments so far and when do make a payment they still shut my vehicle down due to nun payment this is the fourth time this happened in the past 3 months since I had this happened me I would appreciate if this is investigate this is an inconvenience to me and my family but most importantly my way to work

  Business response

  06/06/2023

  ******************** did not make payments on her due date as required. Per the terms and conditions of her Retail Installment Loan and Security Agreement when in default (not paid on due date) vehicle will be disabled. ******************** was also told that each time she called our offices. Attached is the documentation ******************** signed agreeing to the starter interrupt as well as the payment history. This will continue to happen if ******************** does not make payments on her due date. There is no grace *************

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 02/10/2023 DRIVE NOW ACCEPTANCE received my certified letter /CFPB COMPLETE requesting validation of the following accounts:* ??Account # #********They are attempting to collect on these accounts. Although, they never responded.Under the Finance Code for my state, the debt collection agency has thirty (30) calendar days to respond to a debt validation request. All debt collectors operating in this state must be able to verify, or "validate," any debt on which they are attempting to collect payment. ******** Finance Code Section ******* requires a debt collection agency or credit bureau to provide the alleged debtor with specific information concerning their debt including but not limited to:* ??The name of the original creditor * ??The original date of default or non-payment of the debt * ??The date the debt was transferred from the original creditor to the third party debt collector * ??The original balance * ??The current balance Surety Bond information * If a debt collector has failed to respond to your debt validation request, then they have essentially admitted, per ** Finance Code *******(b)(2), that the debt in question is inaccurate. As such, all collection efforts on the debt must cease and any derogatory listing should be permanently removed from any consumer credit reports.* As of 4/3/2023 I still have not heard from them. Under state and federal law I could *** them and ask for thousands. However, would like to make every effort to resolve this matter amicably without presenting this case in court before a jury in my community.* If they delete the account and cease reporting to the bureaus, I will consider this matter resolved.provide all documentation showing when,the amount for which the vehicle was sold or auctioned. provide the deficiency balance or surplus amount following the sale or auction of the vehicle as well as the original balance of the vehicle. provide copies of the legal notices and proof of resale & charge off

  Business response

  04/10/2023

  Response is attached. 

  Customer response

  04/12/2023

   
  Complaint: 19891593
  
  I am rejecting this response because: your saying that your received a cfpb complaint and never stated that if you responded or not , per the cfpb complaint I asked for you to provide all legal documents, as requested, Ive still havent received til this date 4/12/23 received any of the documents which included but not limited to post/ pre sale documentation etc and per the cfpb complaint that I will upload your response was that i should receive my response  via mail , not further. Im simply asking for the required legal documents if all documents are not present then please delete trade lines if they are present im asking a consumer with consumer right for you to provide to me.This it no confusion .Thank you 
  
  Sincerely,
  
  *************************************

  Business response

  04/17/2023

  4/17/2023
  
  Better Business Bureau of ******* & Northern ********
  ***************************** Drive, Suite 2000
  *******, ** 60611
  
  Re: 19891593
  
  To Whom It May ********
  
  Please be advised, as stated in my 4/10/2023 response, DNAC will no longer continue to entertain Ms. ************* continued willful attempts to utilize various State and federal governmental agencies/regulators with these vexatious complaints to avoid taking responsibility for her own actions and decisions. Her complaints continue to be inaccurate, false, and contradictory depending on whom she is writing. She has gone from identity theft report filed with the *** to acknowledging the loan with the ***** BBB and even ************ This will be the response going forward.
  
  Thank you, 

• Initial Complaint

  09/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were contacted by **** (who is *********) who after we told him to just turn off the car and we would pay Monday (bc its a holiday week and my check is late) he charged my Brother In Laws card without permission (he had made a one time payment back in June)

  Business response

  09/13/2022

  ****************, I have refunded the card ending ****. Please have the card holder contact me directly at ************ or via email at ******************** if any fees have been assessed due to this transaction.

  
  In further reviewing your account, I was unable to determine how a card other than the card ending ****, which is set ** in your payment schedule,was run. To ensure this is not an ongoing issue, I have deleted all banking information on file. Further payments will require you to contact the office to have set up.

  Attachments:
  Refund issued to card ending ****
  Payment accounts on file
  Removal of all payment accounts on file

• Initial Complaint

  09/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My car-note is due every two weeks and its $190 ,at times Ive been having to struggle to come up with my car-note money and Id ask for an extension ,i was told that they do not do extensions and i only will get a day or i have before 3pm to pay my car note or they will shut off my vehicle in possibly repossess my vehicle, so i recently looked over my contract and it says all or any portion of a payment is not paid within 10 days of its due date, you will be charged a late charge of 5% of the payment due on installments in excess of $200.00 or $10.00 on installments of $200.00 or less ,but i was also told they dont do late fees, so how can i go about that with them? Most likely they will try in make an excuse

  Business response

  09/13/2022

  ************, after reviewing your complaint, I am unclear as to what you are actually seeking. Your remarks under Complaint involves and Desired Settlement dont appear to have anything to do with your statement of the problem.
  
  I reviewed your account and see that not 1 payment according to the repayment schedule, you agreed to when signing the Retail Installment and Security Agreement, has been paid on time.In fact, we have made ongoing extended arrangements for you since the start of your loan. Your vehicle has been disabled 1 time for nonpayment. This decision was made only after continued broken promises, by you, to pay in July.  
  
  Late charge amounts and frequency of the charge are legally required to be within the Truth-In-Lending Disclosure.We are not required to charge a late fee, which we do not.

  Customer response

  09/15/2022

   
  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.
  
  Sincerely,
  
  ***********************

   

  IF YOU WAS TO READ WHAT I WROTE,THEN YOU WILL SEE WHERE I SAID,HOW THERE IS NOT A Grace ****** BUT ON MY CONTRACT,IT SAY IT IS ONE,A 10 DAY GRACE ****** AT THAT,SO YOU ALL ARE REALLY SAYING SKIP WHAT THE CONTRACT IS SAYING & YOU GUYS ARE GOING TO DO YOUR OWN THING..YOU ALL ARE A VERY TERRIBLE COMPANY.FROM THE CARLOT TO THE LOAN BUSINESS,AND FOR MY PAYMENTS,THEY ARE STILL PAID,IDIOTS

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a truck last February 2021. Noticed a couple issues, So we brought it in to be serviced. There was a noise that we were told was a wheel bearing. Was told they fixed it. They didn't fix anything. Instead they put a bandaid over the problem just so it would please us. Called quite a few more times do to problems and was told we would have to wait weeks even a month or two before it could get in. A few months later the noise got louder. We tried again to have it looked at and was told The mechanic would call back. He never did. We decided to Have someone else look at it and saw the complete underneath was very rusted and the cross bar that holds everything together was rusted away from the vehicles frame. A $12,000 vehicle that is unsafe to drive! Even attempting to weld the underneath would make this vehicle a weakened structure and again unsafe to drive. We brought the truck back to them. The manager called us 2 days later and after looking at the vehicle, said he would see what he could do. We explained the truck was not safe to drive for it could Break at any time which is dangerous. A couple days later he said They we're going to fix it at no cost. We them explained again that you cannot safely fix the vehicle and it was sold to us under false pretenses. They never offered another vehicle, And Has constantly Been Harassing us since. We asked to have our certified mechanic look over the vehicle again to show them On paper the issues and they refused. They own their finance company which they try to say is separate. Their ***************** just sent a wage garnishment to my job without even trying to work out anything. They've been rude and Very disrespectful and the ********************* has made threats. It's their way or No way and if we try to say anything against them they hang up on us. They are buying junk vehicles at auction and selling them for 3xs the amount. This isn't right. They're also not disclosing all the issues on vehicles which is Fraud.

  Business response

  07/22/2022

  Response attached

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Drivenow Acceptance LLC has been the worst car company i have ever dealt with for the past year + . The experience has been nothing but HORRIBLE , the employees are disrespectful and very rude . This company does not work with you regarding a car payment and does not offer any type of grace ****** or payment plan especially due to covid and covid related circumstances . I spoke with a lady before and she told me its not my fault you are in a tight space and couldnt make your payments that was very disrespectful and degrading . I asked to speak with someone else and was told another people doesnt come in until 11 so i was denied to speak with anyone else . This company calls me and sends out emails multiple times a day which is very harassing to me , i asked them to please not contact me anymore since the car was picked up today ( 5/18/2022 ) and was told they will still contact me even though they have the car in their possession now . I was also told that now that they have the car it will go off to some type of auction and whatevers left they will garnish my wages , i am reporting this to see what rights do i have and what options do i have ?

  Business response

  05/20/2022

  5/20/2022
  
  Better Business Bureau of ******* & Northern ********,Inc.
  330 ****************, Suite 3120
  *******, ** 60611
  
  Re: Complaint ID ********
  
  To whom it may concern,
  
  We have received the complaint you provided. ****************** has indicated that the nature of this complaint is Repair Issues. Drive Now Acceptance has no bearing on service/repair related issues. I have attached a copy of the Retail Installment Contract and Security Agreement ****************** signed on January 21, 2021. Page 4 specifically outlines the legal responsibilities post default of her loan.
  
  ****************** is encouraged to contact our offices at ************ to discuss her options at this time.
  
  
  
  
  Sincerely,
  
  
  
  ***************************
  Drive Now Acceptance LLC
  Finance Manager
  

  Customer response

  05/24/2022

   
  Complaint: 17216458
  
  I am rejecting this response because: My complaint was NOT about any repair or any issues regarding the vehicle , my complaint was about the degrading, unprofessional, terrifying customer service i ( as well as plenty of others ) have been receiving from THIS company starting at the beginning of our contracts. I did not sign a contract to be treated so worth less , to be disrespected or humiliated by your employees. I did not sign a contact to be harassed and spammed with phone calls , text messages , emails , etc . So once again the complaint was NOT about any repair nor any issues with the truck itself but because of the customer service experience. I was literally told by a worker that it wasnt her fault i fell into a tight space and couldnt make a payment .. is that how this company train their employees ? is that how you treat your customers ? i have been threatened numerous of times that my car was gonna he cut off if i couldnt make a payment the same day before the cut off time. Working with this company has been nothing but a heartache as well as a headache. I was asked not to be contacted anymore for any reason now that they have the vehicle in their possession and was told well we are still going to contact you but im not understanding as to for what. This company needs to be investigated and shut down , i have NEVER read one good review on this company. 
  
  Sincerely,
  
  ***************************

  Business response

  06/09/2022

  Good afternoon,

   

  I attempted to upload my response to this complaint 6/7/2022 and received error messages. Please reopen.

   

  6/7/2022

  Complaint ID ********

  Re: Rejecting Response

  After reviewing ****************** response and her account, I find her allegations to be extremely exaggerated, misleading and false. Please review the following attachment details:

  1. ****************** original complaint showing under Nature of the Complaint: Repair Issues, which is why the first response referenced Repair issues.

   

  2. Communication Consent Form showing ****************** agreed to text/email communications.

   

  3. a) Phone records showing both incoming and outgoing calls to ****************** for the month of May. Clearly there is no violation or any excessive calls. The 4 calls on May 18, 2022 where all initiated by ******************, after her vehicle was repossessed.

  b) Email and text message logs from our payment processor. These included nothing more than the payment link for ****************** to make her payment. This method of payment was used several times previously by ******************. Again, not in excess.

          4) Contract which clearly outlines what will occur in the case of default including repossessions.

          5) Starter Interruption Device and GPS disclosure indicating that the vehicle will be disabled.

  I will be more than happy to work out an arrangement with ****************** to repay any deficiency balance after the vehicle has been sold at auction, provided ****************** declines to redeem the vehicle by June 13, 2022. 

   

  Thank you,

   

   

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

  Finance Manager

  Drive Now Acceptance LLC

  Phone: ************ Fax: ************

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

  ***********, ** 60118

   

• Initial Complaint

  03/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a vehicle that is NOT QUALITY ACCEPTABLE it wouldn't last the duration of the high APR rate loan. I spoke with the Dealership about returning the car. ***** was kind enough to contact the finance company. He told me yes I can return the car but I won't get my $1000 down-payment back. I called and spoke with **** my account manager at the finance company. He was very rude from the get go. Told me NO I will get NO money back. He hung up on me 3 times I called back to speak with someone else at the company. I've had the car less then a week. The car has white smoke coming from tail pipe, it's burning oil I've added 2 quarts in 4 days, the car hesitates when you push on the gas peddle. It's not safe for me and my children. I'm a single mother. I have no other transportation and now the company will NOT give me any of my down-payment back. **** wouldn't let me speak with anyone besides himself to resolve my issues. Tax Title and License for a 2013 vehicle is nowhere close to $1000. Now I'm out of my $1000 down payment and I have no vehicle. I gave them the down-payment in return for a safe and reliable vehicle for me and my family. I didn't receive there side of the contract. I want my down-payment back! I will keep calling the finance company daily multiple times till my issues are taken seriously. Keeping my family safe is my concern and I can't do that with this vehicle nor can I buy a reliable safe car without my $1000 down-payment refunded. The finance company will hear from my lawyer if they do not want to work with me on refunding my down-payment. I'm very disappointed with the entire situation and this needs to he taken care of asap.

  Business response

  03/15/2022

  I have reviewed this complaint with Superior Car Credit. The allegations set forth in this complaint contradict what ************** has conveyed to both Superior Car Credit as well as Drive Now Acceptance. ************** has referred to mechanical issues, yet refuses to have service look at the vehicle. She finally admitted to the General Manager with Superior Car Credit that she didn't feel that she was able to afford the vehicle. Based on the information ************** gave and verified at the time of sale would contradict that statement. It would appear that ************** may have withheld financial obligations causing her to realize there was an affordability issue. As a lender, her payment to income and debt to income were calculated and found to have no financial hardship. 

  I have spoken with Superior Car Credit and authorized the following one time agreement. ************** may return the vehicle no later than 5:00PM (CST) 3/16/2022 at which time she will be issued a refund of $500.00 and she can keep the license plates to use on her next vehicle. The trade line with *********************************** will be updated to reflect a zero balance with no further financial obligations to Drive Now Acceptance LLC. Written documentation will be provided and signed off on to avoid any miscommunications.  

  If ************** chooses to resume payments on this loan she will be held the terms and conditions set forth in the Retail Installment and Security Agreement and all other documentation signed March 5, 2022. 

  Thank you, 

   

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

  Finance Manager

  Drive Now Acceptance LLC

  Customer response

  03/15/2022

  Tomorrow is the 16th no way I can get the vehicle to superior auto on time. I live over an hour away my kids have a half day of school and I have to find someone to fallow me so I have a ride home. Also $500 refund is Unacceptable. I'm asking for my full refund. Tax title and license were all added into the total amount of the loan not the deposit. I cannot get another car without my full deposit back. I'm a single mother I gave you all my savings. Even if you fixed a few things on the vehicle it would still have over $1000 in repairs that the company wouldnt fix and is not covered on the extended warranty. THE VEHICLE NEEDS Motor mounts replaced Needs a new antifreeze coolant jug it has a crack in it needs new struts needs ball joints and the vehicle is burning oil has White smoke coming out of the tailpipes which means head gasket work And every time it would go into the shop I wouldn't have a car as it says no rentals. like I said I'm a single mother I can't have my car in-and-out of the shop I can't have it not safe and I can't fix it myself so it's going to cost me alot and I won't have a car for days while it would be in and out of the shop.

  Business response

  03/16/2022

  ************** has received a one time offer that will expire at 5:00PM (CST) today, 3/16/2022. As far as both companies are concerned, this will be the only offer and we will not extend it. 

  I have confirmed as of 1:15PM (CST) there has been no attempt to make any service appointment to resolve any mechanical issues ************** continues to state. Additionally, if ************** continues to drive the vehicle with mechanical issues, she will be responsible for any and all repairs required due to her neglect. 

  We feel we have addressed this matter and provided a resolution. We are considering this matter closed after today. 

   

   

   

  Customer response

  03/22/2022

   
  Complaint: 16887558
  
  I am rejecting this response because: Superior auto came and towed the car on Thursday 3/17/2022 i still would rather have my $1,000 back and they can keep the car that i couldn't drive because the entire front of the car axel wheel hubs etc were all bad when they sold me the car. I put trust in both companies to sell me a car that was safe and going to affordable, As of now they have the car and they are saying they will have it more then a week. So i have no car to drive and no money. I think you should give me my $1.000 back and you can take the car back. I didn't even drive the car for 3 days and i was too scared to drive it. I haven't even made my first payment. How would you feel if this was happening to you. 2 kids no car no money for rides I got to get my kids to school everyday they do NOT ride a bus then i have to get a ride to work and back then pick my kids up from school and if we need food we have to walk and carry the bags of food back home. Today its raining all day guess what i had to walk to the store and back IN THE RAIN because the company that sold me the car has it. They knew that the car had issues and its not going to be the last time the car is in the shop this is just the beginning of H*** with this car. The company has had it longer trying to fix the car then I have since they sold me the car!!!! I WANT MY $1,000 REFUNED and you can keep thr junk unsafe car!!!!
  
  Sincerely,
  
  *******************

*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. ↩