Complaints

• Initial Complaint

  02/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Payments inaccurate

  

  Business response

  02/04/2024

  We will need more information to address this concern. Stating Payment inaccurate and simply indicating an amount of $30 does not provide any context for us to respond.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my car back in sept 2023. I was really excited because I have just cleaned up my credit. It is now January **** and I have paid my car note on time every month since then. Nothing has been reported to the credit bureau. Buying a car is one of the biggest ways people build credit, and its a huge investment. Ive seen other complaints of this with the company and this must be fixed. Im sure if we stopped making payments on time it would affect us negatively so if we make them on time it should have positive results. Other than that I have nothing negative to say, but this is too big of an invest for it not to be reported and shared with the credit bureau. This is what people use to build their lives up.its is important. Please fix this..we are depending on it for our futures.

  

  Business response

  01/16/2024

  **********************, we have had some recent technical difficulties in regard to updates being reported to the major credit bureaus. We will relay this information to our credit reporting department and have them initiate a manual update to reflect your account and payment history on your auto installment loan with Arivo. I would allow 5-7 business days for this correction to be made. Thank you

  Customer response

  01/20/2024

  Thank you.this is very important to us. Other than this issue I have been very satisfied with my experience with you all. Thanks for responding 
  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

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid off my car on 11-24-2023 in full. I would like my credit report updated as paid in full.Thanks

  

  Business response

  01/22/2024

  ******, thank you for bringing this to our attention. We have recently updated our systems in regard to our credit reporting process. We will forward this issue to our credit reporting team and have them update your information with the credit bureaus. Please allow 5-7 business days for this process to be completed.

  Sincerely,

  Arivo Acceptance

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was repossessed on 12/21, I was having a hard time after maternity leave and my two other children having Covid, I was going to pay the balance in full that day but I got caught up with work and the repossession agent showed up at my door, the repossession company was nice enough to wait until I got ahold of the company Arivo, I offered to pay the balance in full before repo and they said there was nothing they could do. I have been waiting since 12/21 to get my vehicle back and a quote of how much I would need to pay to get it back. I am in distress and I have contacted the company everyday without a clear answer of how much I would need to pay and I know the storage fee for the repossession is adding up each day. I just need help at this point and no one is willing to help.

  

  Business response

  01/02/2024

  ********,

  Per our records, you spoke with one of our representatives on 12/29, 90 minutes before our offices closed for the long New Year weekend. You were advised that in order to reinstate the repossessed vehicle we would need additional information along with the required payment from you. You were also advised even after that info is received, it would still take some time to coordinate the process to get you back in the vehicle. The same representative you spoke to on 12/29 attempted to call you on 12/31 with no answer. Today, January 2nd, is the first full day our offices have been open since you last spoke with us on 12/29 and the only communication we have received from you was an online chat at 9 am this morning asking for a payoff balance which we replied back to.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle back in **** was told by **************** and Dealership Salesperson and Dealership Finance Manager that Arivo does report to ************** However, I have emailed and complained every single month that my load is NOT reporting to any of the major credit bureau's. I have been giving the run around. Said they are working on it. Said it will be up within 30days and its now going into 7month's and still have not reported to bureau's. I have to make a complaint every 30days and keep getting the same answer "they are working on it". I just feel this is a breach of contract I am in the middle of purchasing a home. i was told to have my Lender ask what is required and Arivo will write me a letter of my current account information. If you have ever purchased a home you know the last VERY last thing you want is to have an underwriter comb through everything and potentially get denied. Im NOT trying to do that. I have worked to hard NOT to do that. I just feel like i have been giving the run around and now im stuck and still waiting every month for them to report.

  

  Business response

  12/27/2023

  Hello ********,

  Arivo is not required by law to report your account to the credit bureaus and it is also not stipulated in the retail installment contract you signed when purchasing the vehicle. Individuals at the dealership you purchased your car from are not employees of Arivo and are not authorized to speak on our behalf in regard to our policies and procedures. We are in the process of working with the credit bureaus to initiate the process of monthly reporting and are dealing with some technical issues that have resulted in some delays. This matter will be forwarded to our credit reporting department to review, but at this juncture there is not a specific timeframe that can be given. If you need documentation of your account status, we can accommodate your request. Please reach us at ************.

  Thank you

• Initial Complaint

  12/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I got my car 2 years ago from a dealership and have been working with arrivo since. This is the first time a problem has occurred which im assuming is due to the transfer to automated. I went to view Credit karma and noticed my vehicle loan had been closed off/removed from my account. I am in good standing with arrivo so i know my account is still active, it made my credit score drop and that should be fixed when the loan is added back to my account.

  

  Business response

  12/11/2023

  Hello,
  

  We will notify our credit reporting team about this issue and will have them submit an update to the credit bureaus on the accurate status of your account with **********************.

  Thank you

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i got played into a car that’s only worth 12-14k it’s a 2018 honda accord and i’m being charged well over 28k for this vehicle. the car lot knew i needed a car to get my daughter back and forth to school and me to work yo provide for my family but little did i know this car i got into isn’t worth 30k that they got me for. my car not is 673 a month , and im struggling to pay that now that inflation is way high. its my first car i got by myself and i feel played. they say there’s nothing they can do , i’ve been to multiple car lots and they all said i’ve been screwed into this car and the best this is for me to do a voluntary repo. now arivo acceptance was understandable at first, and i’ve never been told “ we charged late fees “ now i’ve been told that i owe 711$ for one month, when i asked why? i was told “ we have a 36$ late fee and 12$ added on daily for fees and i owe about 100+$ in late fees. “ NEVER been told about late fees from anyone until today. and i’m tired of being in this car note with this expensive note monthly for a 2018 honda, that’s way cheaper then what they sold for.

  

  Business response

  11/30/2023

  Arivo is not a car dealership and did not sell the referenced vehicle to the customer. The customer freely entered into a retail installment contract to purchase the vehicle at the dealership - the contract was then approved and funded by Arivo. Late fees and APR are clearly outlined in the contract. It is the responsibility of the borrower to understand the terms and conditions of the contract and complete their due diligence on the vehicle prior to signing the retail installment contract. Any disputes or concerns regarding the vehicle or the sales process would need to be addressed to the dealership where the vehicle was purchased. Arivo would be happy to provide a copy of the retail installment contract if requested.

   

  Customer response

  11/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  i understand you didn’t sell me this car that’ was over priced. but i’m here about late fees that was added up and was never mentioned by anyone who contacted me about my car note. so now i have late fees that should have been mentioned on your workers part if it’s in the contract then that means it should be mentioned everytime they contact me. and it wasn’t, like i said this is my first time hearing about late fees from anyone who works for your company. so 100+ dollars in late fees that should be apart of a conversation when asking about any money, should have been mentioned. but instead it’s just now being mentioned after some late fees have built up. 
  Sincerely,
  
  ******** *********

  

  Business response

  12/01/2023

  The purpose of the installment contract is to inform the customer of all terms and conditions, including late fees. It is the responsibility of the customer to familiarize themselves with the terms of the contract before signing. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We’ll I have a truck loan through arrivo acceptance. And noticed one day that my credit had gotten hit for no explainable reason. I did some digging and found that either them or the credit buero that they use has not reported my credit in the last 7 months (attached image shows from April of this year to now November they have not reported anything.) I called arrivo and they gave me an email (**********************) to email them and wait for them to fix it they said 4-6 days so I gave it a week and nothing has changed they said my account should be notated when they attempt to fixed what they messed up on. I have never missed a truck payment and they told me I’m ahead of truck payments, about 800.00 dollars ahead. So I just need to know why they haven’t reported my credit, or their credit company has not reported my credit. I have proof of payments and I’m still getting payments taken out. Any help would be greatly appreciated. Thank you guys. **** *

  

  Business response

  11/14/2023

  We received your inquiry in regards to reporting your account to the credit reporting agencies.
  Consumer laws do not require an information furnisher like Arivo Acceptance, LLC (“Arivo”) to report any
  information to the credit reporting agencies. However, a furnisher must ensure that any reported
  information is correct.
  Arivo is switching to a new custom loan management system that includes automatic reporting of
  accounts to credit reporting agencies. We expect to complete the migration within the next sixty (60)
  days. Currently, we are in the middle of quality control testing, and we appreciate your patience during
  this process. The end result will ensure a better customer experience.
  Please check back in sixty (60) days if your account does not appear with your credit reporting agency of
  choice. You may contact us regarding credit inquiries directly at *********************. Thank you for
  your continued support as we strive for excellent service.

  Customer response

  11/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is an ongoing issue for 7 months not just now, I’m sorry to say that switching your credit company is not my problem and should have never hit my credit. In the first place I spent 2 years building it to what it was and because no one wants to report it for 7 months I now got it after being 800.00 dollars ahead in payments. I was going to buy a house and can’t do that with the credit I now have that is not problem my credit issue needs to be resolved, I’ve emailed (**********************) twice now and nothing has been done this is not good. Thank you
  
  Sincerely,
  
  **** ********

  

  Business response

  11/15/2023

  Mr. ********,

  I can see that your CBR dispute was received by our credit reporting department. Per the notes on your account, the disputed information was updated and your account status and payment history should now be up to date with the credit bureaus.

  Thank you.

  Customer response

  11/17/2023

  
  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

  11/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased my vehicle from a reputable dealership, so I thought, in June 2023. Arivo Acceptance is my lienholder. It is now November 2, 2023 and my vehicle loan has not been reported to the credit bureau. It is killing my credit score because it looks like I have no vehicle loan, and my credit is being under utilized. I have called and emailed Arivo Acceptance not one return phone call not one return email about this issue. Ive now called the dealership trying to get some assistance there. I spoke with an attorney and he told me that it sounds like my car may have been a stolen vehicle And re-sold and theyre having issues with the title. I have no idea whats going on but to have absolutely no answers and to now have to be faced with spending thousands upon thousands of dollars with an attorney to figure out whats going on with this finance company is ridiculous ! Im frustrated Im stressed because I have no idea where my payments are going to because my car has not been reported to the credit bureau. I cant get my vehicle refinanced because it looks as though I have no loan, do I have a loan, at this point I dont know ! I need some assistance. I need some real help and guidance.

  

  Business response

  11/03/2023

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

  You do have an active account in good standing with Arivo and your payments are being applied to your account on the ***** CX-5. Any issue directly related to the vehicle would have to be discussed with the dealership. In regard to your credit reporting, we will advise our credit reporting team to update your account with the three major credit bureaus. Please allow up to ************************************************************************************************ regard to any reporting errors on your report.

  Thank you

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was financed for a vehicle through Arivo Acceptance LLC in March 2023. I called the company for a voluntary surrender and they refuse to pick up the vehicle. The loan is secured by property and if the loan is defaulted on, the property is to be repossessed. The company has stated I must keep the car and is liable for making payments. I cant and will not make the payments and if it means I have to file Chapter 13 and have the courts to order Arivo to pick up the vehicle, I will. I have never seen such bullying practices from a company in my life. I want them to pick up the vehicle.

  

  Business response

  07/19/2023

  The vehicle in question is simply collateral on the retail installment contract that was signed.  Arivo is under no obligation to pick up the vehicle and reserves the right to pursue any applicable default remedies outlined in the contract.

*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. ↩