Complaints

• Initial Complaint

  12/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company harrased me for my monthly payment three days before i was late. On top of that they were supposed to pay me my refund when it got to the bank they said they stopped the check this comonay is a farce and needs to be stopped with the harassment when people have never been late on there account and as for the 62.21

  

  Business response

  12/10/2024

  ****** ******* spoke to a supervisor on December 9th 2024 regarding the refund. The supervisor advised that the check was being cut today and would be sent in the mail. To which ****** agreed that was acceptable. Regarding the calls for monthly payments, All calls from September 1st 2024 to December 10th 2024 have been inbound calls from ****** with the exception of one voicemail made by the account manager asking for a callback. If there is a specific instance Arivo asks that ****** speaks to an account manager or supervisor to provide the dates these calls in question happened. If there are questions or further concerns please call Arivo at ###-###-####
  

• Initial Complaint

  12/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, my name is ****** ******. **** ****** and I finance a 2019 Jeep Renegade through Arrivo Acceptance. Ive requested Arrivo Acceptance to give me an accurate waterfall statement multiple time. Please see the attached statements throughout the years where the accounting is highly unprofessional. I am requesting these mistakes be corrected while everything is in a consecutive order from the first time I made a payment down to the bottom. This to include the original payment dates, daily interest rates for the pay period in which I paid, amount owed per month - I know it had to go down due to over payment sometimes, amount towards principle, amount towards interest, over payments made, any and all of which is included in the accounting for our car loan. Along with copies of the refund checks sent to them from Toyota Financial for Warranty and Gap proceeds. Please help me get an accurate waterfall statement. All I am wanting to see is accuracy within the accounting.

  

  Business response

  12/10/2024

  Arivo is unsure as to what you are asking for. Waterfall statements have been provided in the photos that were sent by the customer. With the current principal balance at the bottom. Arivo has included photos of the payment history. If this is not self explanatory please reach out to your account manager for further clarification. You may reach the loan servicing department at ###-###-####

   

   

   

  Thank you

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/26.2024 Arivo took $960.36 out of my checking account without my consent. I cannot contact them as no one is answering the phone also I'm not behind on payments and made a payment for ******* on 9/11/2024. I'm a single parent with no help and it's tough making ends meet at times, I still have other bills to pay and if this money is not back in my account soon my other bills will bounce also I still need to get food. This is highly disturbing and I need some type of communication about how soon I will be able to get my money back.

  

  Business response

  09/27/2024

  On June 10th 2024 you spoke to an account manager at ********************** and advised that you were behind two (2) months due to ***airs on the vehicle. 
  

  Arivo offered you a sixty (60) day extension to get the account back to a current status. At this time Arivo did advise we needed ongoing payment arrangements as part of the agreement to be granted an extension. A disclosure was read to you and you agreed. You advised that the 26th of July was when you would be able to make your next payment. When you were asked if you wanted that going forward or just for the month of July you advised moving forward. As such that is when payments were set up. 

  
  The payment that was taken out on September 26th was refunded the same day which the customer service *** also told you while on the phone with them. Depending on your bank the funds can take anywhere from two (2) to three (3) business days to be returned to you. 

  
  Arivo is happy to provide you with recordings of the phone calls mentioned for further verification that this was an arrangement that was agreed to. We hope this response clears up any concerns. If you have further questions please call Arivo at **************.
  
  
  Thank you,
  

  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a carloan through Arivo and the car was totaled out. after gap insurance there was a balance of 1300 and some change. we made and araaingment for the rest but the firs tthing they did was report me 2 months behind on loan causing great impact to my credit. per the loan terms reported by them (72mo loan) i am in fact overpaid so reporting any amount behind is a straight up lie and is impacting my life greatly. I have filed a complaint with the **** and now one here.

  

  Business response

  07/23/2024

  ******************, 
  Arivo reports accurately to Experian, Transunion, and Equifax. When the account hits a number of days past due it will report to credit. When arrangements are not met, that continues to be reported to the bureaus. However Arivo would like to help you reach a satisfactory outcome. Please contact our recovery department at ************
  
  

  Customer response

  07/24/2024

   
  Complaint: 22025278
  
  I am rejecting this response because: I have tried to work with you and your employee specifically said they meant to ruin my credit since I refused to pay after you marked me 2 months behind. I asked then for them to report it correctly and I would pay the total and they said they  would not change the report to the credit companies. so you have not infact reported it correctly you purposely reported it late to further hurt my credit despite the fact you have received over 98% of the funds for the loan. 
  
  Sincerely,
  
  *******************************

  

  Business response

  08/01/2024

  ******************,
  Arivo has reviewed every call associated with your number. At no point did any Arivo employee advise you of anything credit related. You were advised that monthly payments needed to be continued until there was a zero balance on the account in order to avoid being late. You were offered a re-amortization on your loan to bring down the monthly payments, which you refused. ** February 21st 2023 you also admitted you would not be making any payments until your case was closed and that would be 6 months from then. You advised Do what you need to do to make it correct. multiple times without listening to Arivos account servicing rep. ** February 27th 2023 you advised that you had hired an attorney to handle your case and to cease and desist communication with you directly. When we asked for your attorneys information and permission to disclose loan details, you hung up. Since then there have been no calls made. If you would like to better understand how your funds are applied to your account, or to gain a better understanding of what is owed, please reach out to Arivos recovery department. Arivo is happy to assist you
  
  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Arivo keep calling my family members claiming that they are looking for me. Ive never been or done any business with this company past, present or future for the for the amount of arrasment. In one occasion a female representative of Arivo called my wife and when I spoke to her and told her that we have never taken out any loans with this company she starting to make threats by saying "we know everything about you and we have all of your information" once again we have never conducted any business with this company but they keep calling everyone of my immediate family member claiming that need to speak with me.

  

  Business response

  07/15/2024

  Hello *******, 

  Arivo calls references of account holders as well as people who are potentially affiliated with them as well. Everything obtained by Arivo is public information. Furthermore Arivo stores every call made and according to the recordings Arivo called you once at the number you listed in the complaint, to which there was no answer on your part and Arivo was not able to leave a voicemail. We take all complaints very seriously and if there is further information you can provide please email it to us at *********************************

   

  Customer response

  07/15/2024

   
  Complaint: 21975629
  
  I am rejecting this response because:

  There's many other calls to my number in the past. Furthermore, your company also contacted my son at ************ and also my wife at ************. Regardless if public records or not, nobody in my family ever conducted any business with your company. Stop calling us.

  Sincerely,
  
  ***************************

  

  Business response

  07/16/2024

  As you do not have an account with ********************** and are most likely a possible reference for someone who does, we are not able to link your number. If you would like to stop receiving calls there are a few options 

  You may answer the call and advise the rep to stop calling. This will directly link your number to the customer we are trying to get in contact with. 

  You may call ************** and advise the rep to have Arivo stop calling. 

   

  Again all of Arivo's information is public information and not obtained any other way. The last calls Arivo placed to the listed numbers were in June, to which again there was no answer, and have not been pursued since then. 

   

  We are happy to resolve this to the best Arivo's ability. 

  Customer response

  07/18/2024

   
  Complaint: 21975629
  
  I am rejecting this response because:

  TmArivo keep calling our numbers. We just want them to remove our numbers from their contact list 
  
  Sincerely,
  
  ***************************

  

  Business response

  07/18/2024

  Arivo was able to locate the information and has removed your number. 

  Customer response

  07/19/2024

   
  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,
  
  ***************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Experian Credit is reporting ********* with my previous Arrivo Auto account. Showing up in Experian Credit.I trade in my vehicle ******* Altima) last year in August, 2023.It should have been paid off by the dealer - *****************************

  

  Business response

  07/09/2024

  Hello ******, 

  Arivo is currently reporting your account as closed and paid in full to all 3 bureaus. If you are seeing a discrepancy please email us a copy of your credit report to **************************************. 

   

   

   

  Thank you

  Customer response

  07/09/2024

   
  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,
  
  *********************** Aka-*****

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Arivo Acceptance had my vehicle towed on or either Thursday, 5/30/24 or 6/6/24.The tow company was ****** Automotive Towing, and the vehicle was taken to Manheim Auction Lot in **************, ***I went to retrieve items from the vehicle on Wednesday, 6/19/24- well within the time frame before belongings are considered abandoned.Everything was present except for 5 pair of ********** sunglasses which were stolen from 2 "fanny packs" that I had in the trunk of the vehicle (there was also one pair of nondescript glasses in each f**** pack and those were still present; only the Ray *** ones had been taken). I told the auction lot about it and they said that I needed to file a claim with the finance company (Arivo) since they ordered the repossession and that this would initiate an investigation on their part (the auction lot).I'd been speaking with 'account manager' **** at Arivo and asked for his help in filing and submitting this claim. He said that he'd check with his inventory department about this and get back to me. He blew my phone, email and text messages UP about the money for the vehicle, but has not returned a single call about filing a claim for my stolen items.I called back and spoke with a CSR who advised (per account notes, I'm assuming) that there was "nothing that they could do" since they didn't actually handle or have possession of the vehicle. I explained that they did by proxy in issuing the repossession order, and that they have partnerships with the company who towed it and the auction lot where it was taken. All I received was a "sorry", but no help.I don't care what reason the vehicle was taken for. Unless a search warrant was involved or it was past the time period to retrieve my items and they were considered abandoned, nobody has the right to violate my belongings and steal from me. I'm demanding assistance in being made whole for the items that were stolen (5 pair of ********** sunglasses).

  

  Business response

  07/15/2024

  Arivo Acceptance contracts different tow companies and therefore does not have any control over day to day business, hiring, policies, ETC. The best direction moving forward would be to contact the tow company that took your vehicle. 

  ****** Towing LLC
  *********************************** (Phone: **************)

  You may contact them and file your report there as the claim is against one of ****** Towing LLC employees. Arivo does however take all claims of theft very seriously and if you would like to submit proof of theft (police report, security footage, receipt, ETC) we will investigate on Arivo's end if we should discontinue doing business with *******************. 

   

   

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My landlord call me to say that a ******* of Arivo called to verify my address because I applied for a loan. She asked if I applied for a loan and why didnt I give her the heads up. I had to convince my landlord-that I did not applied for a loan. Once she gave me the information the name and the number sounded familiar. Come to find out this is the same person who called my house looking for my granddaughter about a month ago. I told her my granddaughter doesnt live with me and if I talk to her I will give her the message. ******* went the extra step to locate my landlord to find out if I live at this address. Not only did she made my landlord feel uncomfortable but how could I go behind her back to give out her personal information. Once I told ******* that I dont know where my granddaughter lives and I will give her the message that should have been the end. To call my landlord to is unacceptable and to lie about me applying for a loan. I have no affiliation with Arivo and this gives them no right to call my landlord to verify my personal information. I have no affiliation with Arivo and does not have the right to look up personal information about my landlord.

  

  Business response

  06/10/2024

  Arivo does not call landlords for residence verifications for people who do not hold accounts with us. Furthermore we do not have a ******* who is employed at Arivo. A possible reference call could be completed to try to attain contact information for account holders but if the reference in question does not have information or is not willing to give it, then Arivo does not pursue that contact further. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today on April 04,2024 My ex- husband received a phone call from ************ Arivo car acceptance. This Number was Linked to a woman name *******. Now My ex's name is not on my car loan anywhere nor is his phone number. ******* took it up on herself to discuss the fact that I am behind on my payments on his voicemail. We have been divorced for over 10 years, he lives in another state and is currently out of the country. He notified me of this VM and is just as concerned as I am as to whom else *******/ ARIVO has leaked my personal information to. Last time I checked, no loan company is allowed to discuss Late payments which is considers personal information with someone who's name is not on that loan. ******* did just this. I am concerned of a possible breach of my personal information with this company. I am concerned that ******* has shared my information with more than one person. I have in fact been in contact with Arivo about my current situation. This was done to degrade and embarrass me, My next step is a lawyer and the news. No one's personal information regarding their loan is safe with this company and people need to be aware that their information could be getting leaked by Arivo employees..

  

  Business response

  04/12/2024

  We have reviewed the call logs and at no point has *******, or anyone from Arivo disclosed any account information to any third party or reference regarding this account. ************** has not been in communication with us. The status of the account has reached a point where we are legally allowed to contact references to try and regain contact with **************. The voicemail in question from ******* states that we are trying to reach ************** and if they know how we can reach her to please call us today. 
  Arivo pulled other calls associated with Ms. ****** account and again at no point was account information disclosed. We would be happy to communicate with ************** herself instead of resorting to calling references. You can reach us at ************** between the hours of 8 AM and 5 PM MST. We look forward to resolving this matter with you.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  April 14th, 2024 I purchased a 2018 Ford Explorer which Arivo Acceptance LLC financed. Three weeks after purchase. The car check engiene light appeared. About six months after purchasing the vehicle the transmission failed, the emissions test failed including other mechancial components failed. On 3/13/3024 I provided Arivo Acceptance LLC with several offer appraisals on the vehicle in order that I may sell the vehicle to CARMAX and pay monthly paying to Arivo for the remaining balance. Arvio will not provide me documention on its decision to deny or allow my request to sell the vehicle to a dealership. I am paying $664.10 in montly payments on the vehicle which has a failed transmission. The dealership have refused the vehicle as a trade due to its actual current value and condition. As of date I am $15000 underwater. I in good faith requested to sell the vehicle to CARMAX for $15,000 and I pay to remainimg balance to Arivo Acceptance in monthly payments. Arvio fails to properly address my request/ inquiry for permission to sell the badly conditioned vehicle while allowing me to make monthly payments on the remaining balance.

  

  Business response

  03/21/2024

  Arivo is not required to grant permission to the customer to sell the vehicle. We have asked for photos of the vehicle and odometer reading per Arivo's policy to be able to review her request, and she has openly refused to send photos multiple times. We are not able to answer any request to sell until the requirements have been filled by the customer.  

  Customer response

  03/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********** ******** *****

  Customer response

  03/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  March 25, 2024,

  I reject the response of ARIVO ACCEPTANCE, LLC due I wrote ARIVO ACCEPTANCE, LLC on March 21, 2024 and on March 22, 2024 and informed the company that I have no issues providing photos of the 2018 FORD EXPLORER VIN ***************** in exchange for permission to sell said vehicle. I have never verbally or in writing openly refused to provide photos of the subject vehicle. In good faith I have attached photos of the vehicle. The cars motherboard does not turn due to the vehicles extensive mechanical issues. I have however included a photo of the odometer. 

  
  

  
  Sincerely,
  
  ******** ********** ******** *****

  

  Business response

  04/02/2024

  ******** ************* states she had no problem submitting photos in exchange for permission to sell the vehicle. As we have previously told her multiple times our policy is that we need the photos of the vehicle before we could consider granting permission to sell. We have had multiple conversations ranging from 15 to 45 minutes in which we have asked if she will send us photos. ******** has recorded all of these calls as well as stated in her calls to us and in them she has told our representatives

  "Oh my ***, I need to start listening"  and when we asked if Carmax knew about the vehicle issues she admitted she hadn't told them about it.

  "So if the transmission is bad though, why is Carmax offering to buy it? That's the part that I was kind of confused about when I was reading it all."

  "I didn't tell him.  I'm just being honest"

  We have received the photos of the exterior of the vehicle and have communicated with her that we still need the pictures of the inside as well as pictures of the odometer. We understand that the car does not turn on but we have not received these images to be able to continue the process. ******** states that we have not provided her with a copy of the company's internal policy. It is not required to disclose internal policy and when she asked for it five different times she was told we would not be sending internal employee policy over to her. 

  ******** ********* ***** has also not received an actual offer from Carmax. The paperwork she sent in has an asterisk stating this is conditional and that a real offer will be provided to her when she brings the vehicle in for inspection. We have communicated this to ******** as well, and have yet to receive the actual offer. 

  At this time selling the vehicle is not an option because we have not received the necessary information to reach a conclusion. Once we receive it we will be able to move forward. 

  We do appreciate the exterior photos and hope to receive interior and odometer pictures as soon as possible so we can resolve this matter. 

   

  Customer response

  04/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Arivo Acceptance LLC requested photos of the subject vehicle via BBB. I in good faith provided the photos to Arivo Acceptance LLC via BBB.

  More importantly after in good faith receiving legal advice.I was informed as follows:(1) The Motor Vehicle Installment Sales Contract created on April 14, 2023 by Bruce Lowrie Chevrolet, INC in INVAILD.(2) The Buyers Guide is a material breach of contract. What was promised was not delievered concerning the "MANUFACTURER'S ORIGINAL WARRANTY" that BRUCE LOWRIE CHEVROLET, INC stated STILL APPLIES on the contract dated April 14, 2023. (3) BRUCE LOWRIE CHEVROLET, INC failed to deliver to me the purchaser a signature from BRUCE LOWRIE CHEVRLOT INC required to Validate the Sales Contract  (4) Per the Sales Contract Dated 4.14.2023 you will see the signature is redacted. On the contract emailed on March 15, 2024 by BRUCE LOWRIE CHECROLET INC to me the purchaser via email you will see the signature on page 4 of 4 of the contract is indeed blank . (5) ARIVO ACCEPTANCE LLC funded BRUCE LOWRIE CHEVROLET $27,903.27 BEFORE the contract was signed by all parties and BEFORE and copy of the signed contract was ever provided to me. BRUCE LOWRIE CHEVROLET INC has NEVER to date. Provided on Sales Contract with a signture from BRUCE LOWRIE CHEVRLOET INC that would bind the contact per the contracts guidelines 

  Sincerely,
  
  ******** ********** ******** *****

  

  Business response

  04/12/2024

  Arivo Acceptance works with dealerships to finance cars. Anything pertaining to the dealerships original manufacturers warranty, other warranties, service contracts, or any other type of maintenance sold cannot be enforced by Arivo as we have no control over what the dealerships do as their business practices. 
  Furthermore ******** ************** signed and acknowledged multiple documents on April 14th 2023 including but not limited to. 
  The RISC form 553-TX-eps-14 
  The credit application 
  The Ally GAP contract
  The buyer's order
  The application for Texas title and/or registration form 
  The odometer disclosure statement 
  The agreement to provide insurance 
  
  She also provided proof of insurance through insurance cards. Her drivers license, proof of SSI income, and proof of child support income. 
  The RISC is signed by the dealership representative as well as ******** **************. We have included a photo of the signed contract and are happy to provide any other documentation to ******** ************** upon her request.
  
  

  Customer response

  04/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I will seek legal guidance regarding this matter. The statements submitted by Arvio Acceptance, LLC, I in good faith , genuinely believe are not statements made in good faith and OR are NOT one hundred percent accurate.  I have data of why I allege this claim. This statement is based only in good faith, based upon my first hand experience and documentation that I have as evidence. At this time, Moving forward, I sincerely believe that it is in my best interests to act/respond with the guidance/direction/representation of legal counsel. I have genuinely tried to resolve this matter with Arvio Acceptance, LLC, I believe there is nothing more that I can reasonably do under the current circumstances in order to rectify this matter.  I, appreciate your time concerning this matter. 
  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. ↩