ComplaintsforAmerican Credit Acceptance, LLC

• Initial Complaint

  11/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Approximately 9/8/24 my vehicle was repossessed by **** * ******** which is a contractor for *** ***** ******* who works on behalf of American Credit Acceptance. The night my vehicle was repossessed I surrendered my key to the tow truck representative but now I have a rekey of vehicle assed to my account with American Credit Acceptance. My vehicle wasn’t rekeyed because when I reinstated my account and picked my vehicle up on 9/18, I was handed my original key. Also, I’m being charged an additional fee for a flatbed tow truck but a flatbed wasn’t used to retrieve my vehicle. I have tried resolving this issue with American Credit Acceptance, *** ***** *******, and **** * ******** towing to no avail. The fees that have been assessed is $1050.

  

  Business response

  11/15/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ****** **** with the BBB case number ********.
  
  An investigation of the customer’s account determined **. ****** ********** **** signed a Retail Installment Contract on 3/29/2021 with ******, for the purchase of a 20** *** **.  The contract was assigned to ACA.   
  
  ACA apologizes for the confusion this situation has caused.
  
  The vehicle was repossessed on 9/9/2024 at 120 days past due for $*****.**. 
  
  **. **** was informed additional fees could be associated during the reinstatement process. This information was provided to **. **** when the reinstatement disclosure was read/played for her.
  
  After paying the total **. **** was charged a flatbed fee for $150.00 associated with the repossession.
  
  After review of the account and speaking with ***, the $900 key was waived.  
  
  Currently the account is 33 days past due for $********. The past due amount includes two regular monthly payments of $******. $150.00 in MISC fees, plus $40.46 in late fees.  We encourage Ms. **** to call ACA at 866-544-3430 to make arrangements to bring the account current.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If **. **** has any questions, she may contact Karen R. at ************ or customer.care@acacceptance.com.
  
  Keith K.
  Customer Experience Manager
  

  Customer response

  11/18/2024

  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. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This car was sold to ******* ***** ********. I have called this company several times asking them to correct this information. The car dealership that paid the car off talked to this company to get the payoff. I talked to them four times asking for corrections. They refuse to call ******* *****. Each day, I have gotten harassing phone calls. I do not own this car. It was paid off by another dealership whom they refused to contact. My credit score is being affected due to this company not updating or calling ******* *****.

  

  Business response

  11/14/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by *** ******** with the BBB case number *********
  
  An investigation of the customer’s account determined *** *** ****** ******** signed a Retail Installment Contract on 4/13/2024 with ******* * *** ***** for the purchase of a 2017 Honda Accord.  The contract was assigned to ACA.   
  
  ACA apologizes for the confusion this situation has caused.
  
  The customer is responsible for making their full monthly payment until the account is paid in full.  
  
  ACA reports to the credit bureaus how the customer has paid. ACA is required to furnish accurate information to the credit bureaus.  
  
  The payoff check for $24,343.69 has been applied to the account paying the account in full. The account has a zero balance.
  
  *** ******** was advised she will be receiving an overpayment for $47.81.
  
  *** ******** was informed to cancel GAP and warranty products. The refunds will come to ACA, then be sent to her.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ******** has any questions, she may contact Karen R. at ************ ** ******************************.
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My brand new vehicle was stolen August 20th, 2024 and a claim was started with insurance, GAP and ACA immediately. All paperwork ACA requested was uploaded and emailed in on September 16th, 2024 once the vehicle was deemed totaled. All documents were uploaded to the exact same email and received at the same time from both myself, AND my insurance company. In order for insurance to send the payoff check/payment to ACA, they needed a release of title document that was still not received as of September 27th, 2024. Both myself and my insurance agent called ACA multiple times asking where the document was and when to expect it. That is when we were told they were missing forms (settlement summary) that were sent in to them on September 16th. I provided proof of those forms being sent and they stated they still needed to restart their ‘10 day waiting period’ for the forms we resent to be looked at. The entire time I waited, I was being charged daily interest on my totaled vehicle, as well as expected to make my October 10th payment, even though the vehicle should have already been paid off but was delayed due to ACA losing my paperwork. The check was finally dated and OVERNIGHTED to ACA on October 10th to the correct address (I verified with ACA specifically). It is now October 28th, and as of the 21st, I’ve been told ACA cannot find my $26,000 check but would call me back regarding it. My account is still collecting interest, and my October payment I refuse to pay is soon going to be 30 days late/reported to my credit. My vehicle still has a balance, and after 4 separate calls in a week requesting to speak to the same supervisors and told I would receive a call back, I have not. My vehicle should have been paid off a month ago and ACA is illegally charging me interesting and payments while claiming they keep losing my documents and now the insurance check overnighted to them 18 days ago. This needs to be fixed or I will be continuing to pursue legal action.

  

  Business response

  11/12/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ****** ***** with the BBB case number ********* 
  
  An investigation of the customer’s account determined **** ***** and ****** ***** signed a Retail Installment Contract on 7/24/2024 with ***** ** ****** ********* ******, for the purchase of a 2023 Chevrolet Traverse.  The contract was assigned to ACA.   
  
  On 8/20/2024 *** ***** *nformed ACA her vehicle had been stolen.
  
  On 9/12/2024 *** ***** advised ACA her insurance would be paying the vehicle off.
  
  The customer is responsible for making their full monthly payment until the account is paid in full, even while insurance proceeds, extended warranty refunds and GAP benefits are pending.  
  
  On 10/16/2024, ACA received $650.00 from the GAP. The payment was applied to the principal balance.  
  
  On 10/16/2024, ACA received $3,595.00 from the extended warranty. The payment was applied to the principal balance.  
  
  On 10/16/2024, ACA received $165.00 from the maintenance contract. The payment was applied to the principal balance.  
  
  On 10/28/2024, ACA received $25,657.47 from Progressive. The payment was applied to the principal balance.  
  
  *** ***** was informed the process to complete a total loss insurance claim takes 10 business days to complete due to number of parties involved.
  
  Currently the account is 33 days past due for $1,848.98. The past due amount includes two regular monthly payments of $924.49 plus $30.00 in late fees.   
  
  As a courtesy ACA will apply a noncash credit for one payment in the amount of $924.49.
  
  While the customers remain responsible for the account balance, ACA can offer the following resolution. ACA has a procedure whereby the account can be settled for less than the full amount owed. The customers are advised to call our Customer Care Supervisor at ************ to discuss settlement of the account balance for less than the full amount due.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ***** has any questions; she may contact Karen R. at ************ or *******************************
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  10/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, This complaint concerns an unauthorized account listed under my name by AMER CR ACPT. Upon my recent credit report review, I found this account, which I did not open or authorize. As a victim of identity theft, I am not responsible for this account. The details are as follows: Creditor Name: AMER CR ACPT Opened Date: 6/20/2019 Account Number: *********** Balance: $22,862.00 I kindly request that the BBB assist me in resolving this issue and having AMER CR ACPT remove this inaccurate account from my credit report. I am seeking a timely resolution and appreciate your help.

  

  Business response

  11/11/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ****** ******* with the BBB case number ********.   
  
  An investigation of the customer’s account determined **. ****** ******* signed a Retail Installment Contract on 6/20/2019 with ****** , for the purchase of a **** ***** *****. The contract was assigned to ACA.   
  
  The account charged off on 4/29/2024 at 148 days past due for payment default for $3,938.56. 
  
  Currently the account is 340 days past due for $7,292.09.  We encourage **. ******* to call ACA at ************ to make arrangements to bring the account current.
  
  ACA takes allegations of identity theft very seriously.  **. ******* needs to complete the attached Identity Theft Victim’s Complaint and Affidavit (“affidavit”), as recommended at *******************.   We ask her to mail the completed affidavit (with her signature notarized) along with a copy of any additional filed police or law enforcement report, and a clear copy of her current driver’s license, to ACA.
  
  Accordingly, no adjustments to the credit reporting of this account are needed.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If **. ******* has any questions, she may contact Karen R. at ************ or *******************************
  Keith K.
  Customer Experience Manager
  

• Initial Complaint

  10/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The Vehicle Account Number Is ***********. I ******** * *****, Am The Co-Signer Of This Vehicle. I Have Asked Numerous Times To Be Taken Off Of This Vehicle Loan; Here Are The Reasons Why, I Never Once Recieved A Letter In The Mail For The Vehicle Being Auctioned Off, Or For The Amount It Was Auctioned Off For. There Has Been Zero Legalized Documentation Sent To Me For This Vehicle. I Do Not Recognize This Debt, It Has Been WAY Over Ten Days. In Fact I Believe It Was In 2023 That The Vehicle Was Auctioned Off For. All I Want Is To Be Removed As The Co-Signer. Please Take Me Off As The Co-Signer. The Buyer Has Refused To Make Any Payments On The Vehicle. Sincerely, ******** * *****

  

  Business response

  11/04/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ******** ***** with the BBB case number ********.
  
  An investigation of the customers’ account determined ******** ******* ******** ******* and ******** ******** ***** signed Retail Installment Contract on 03/10/2022 with ******, for the purchase of a 20** ****** *******. The contract was assigned to ACA.
  
  On 10/24/2023 the vehicle was repossessed due to the account being ** days past due for payment default.
  
  The vehicle was sold on 12/13/2023. The auction proceeds were applied from the sale on 12/19/2023 for $*****.00.
  
  ACA sent deficiency balance letters to the customers at the addresses ACA has listed on file, which is not the address **. ***** has on the BBB complaint.
  
  As of 11/01/2024 the account is *** days past due. The payoff is $******.**.
  
  While the customers are responsible for the account balance, ACA can offer the following resolution. ACA has a procedure whereby the account can be settled for less than the full amount owed. The customers are advised to call our Customer Care Supervisor at 864-******** to discuss settlement of the account balance for less than the full amount due.
  
  Accordingly, no adjustments to the credit reporting of this account are needed.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If the customers have any questions, they may contact Karen R. at 864-******** or customer.care@acacceptance.com.
  
  Keith K.
  
  Customer Experience Manager 
  
  

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed for a $25.000 not and has made a total of over $23, 000 towards payment, I call for exact pay off they tell me $20,000 as if I only paid $5000 towards loan.

  

  Business response

  10/30/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ***** ****** with the BBB case number ********.
  
  An investigation of the customer’s account determined *** ***** ******* ****** signed a Retail Installment Contract on 7/01/2021 with ******, for the purchase of a 2016 Mercedes-Benz C Class.  The contract was assigned to ACA.   
  
  ACA would like the opportunity to explain simple interest to the customer.  The Contract calls for a payment schedule of 72 payments of $672.45 due monthly beginning August 15,2021.  *** ****** has made thirty-four (34) monthly payments. (See Customer Transaction History, attached).  ACA assisted the customer with two monthly payment extensions.
  
  Interest accrues daily and is based on current principal balance and the contractual annual percentage rate (APR) of 24.1%.  When the payments are posted, any accrued interest is paid first, then the remainder of the payment is applied to the principal.  Regarding applying payments, ACA applies payments in the following allocation order:
  
              1.           Repossession fees, if any
              2.           Interest (currently due)
              3.           Principal (current and past due)
              4.           All other fees (such as late fees and non-sufficient funds fees (NSF)
              5.           Remaining principal
  
  Whenever *** ****** makes a payment, ACA applies the payment to the accrued interest first, then principal. Interest accrues daily and is based on the current principal balance, the APR of 24.1% and the number of days over which interest has accrued. The principal balance is highest at the beginning of the loan, so more of the payment is taken up by interest early in the loan.  The customer has made the equivalent of 34 monthly payments on her Contract which has a term of 72 months.  Payment extensions and paying late (after the due date) cause additional accrued interest and more of each payment to be taken up by interest and late fees and not available to apply to principal.  An explanatory document entitled “Simple Interest FAQ” is attached which will further explain how simple interest works.
  
  In addition, as stated in Simple Interest FAQ, to reduce interest costs and help reduce principal balance, the customer may desire to make lump sum payments (in addition to her monthly payments).  Any payment overage will automatically apply to principal once the accrued interest and any unpaid late fees are paid. Gradually over the 72-month term, as the customer makes regular on-time full monthly payments (with no further extensions) principal balance will be reduced and less of each payment will apply to interest and more to principal.
  
  If a customer pays strictly according to the payment schedule, some of every payment (except the first payment) will be available to apply to principal, after accrued interest is paid. However, if a payment is one, two, or more days late, additional interest has accrued, causing more of the next payment to apply to interest and less or none to be available to pay down principal.
  
  Currently the account is 65 days past due for $2,776.37. The past due amount includes a regular monthly payment of $672.45 plus $759.02 in late fees.   
  
  *** ****** has arrangements to pay $672.45 on 11/1/2024.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ****** has any questions, she may contact Karen R. at ************ ** *******************************
  Keith K. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A vehicle i cosigned for was repossessed in December. I paid 6000 dollars to get it back after 1 payment did not process. Since then it's been marked as charged off and no payments being received. For 1 year this has been reporting. I have made all payments since the last repossession and have not been at risk since. I got my gap and my extended warranty because of this I understand that but what I don't understand is how it's still being reported as unpaid if I'm still making payments to american credit acceptance , you can't report when I'm making my payments even after the charge off but if you come have it repossessed you guys will report that .. what gives? I can't even get a second car solely because of this charge off its hurting my credit. And every month that you guys report to the 3 bureaus that I'm not paying does me no good either.

  

  Business response

  11/11/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by **** ****** with the BBB case number ******** .
  
  An investigation of the customers’ account determined ********* ******** ****** and ****** **** **** signed a Retail Installment Contract on 8/25/2022 with ****** , for the purchase of a **** *** *******. The contract was assigned to ACA.
  The vehicle was repossessed on 12/21/2023 at 163 days past due for payment default.  The customers’ paid $4,846.57 to redeem their vehicle.
  The account charged off on 11/29/2023 at *** days past due for payment in the amount of $ 4,227.42.   
  As of 11/11/2024 the account is ** days past due for a partial payment in the amount of $614.22 for October.  The customers regular monthly payment is $815.22. The customers have two partial payments set to pay, one on 11/12/2024 in the amount of $200.00 and another for $215.22 on 11/19/2024.  These two payments will not bring the account current.  We encourage the customers call ACA at 866-544-3430 to make arrangements to bring the account current.
  Accordingly, no adjustments to the credit reporting of this account are needed.
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If the customers have any questions, they may contact Karen R. at 864-256-2121 or customer.care@acacceptance.com.
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought the vehicle 2/15 of 2023 and paid 25000 into it and they sold it while I was recovering from an episode. I didn't have a chance to redeem my vehicle and was only two months behind.

  

  Business response

  11/06/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ******* ***** with the BBB case number ********* 
  
  An investigation of the customer’s account determined *** ******* ******* ***** signed a Retail Installment Contract on 1/27/2023 with Chrysler Dodge Jeep Ram of Woodstock, for the purchase of a 2020 Dodge Journey.  The contract was assigned to ACA.   
  
  On 8/06/2024 ACA was contacted concerning an issue with the vehicle. The vehicle had been abandoned on private property. ACA unsuccessfully attempted to contact the customer on 8/13/2024   ACA’s Impounds department paid the fees related to the impound and repossessed the vehicle on 8/19/2024. The Notice of Intent to Sell dated 8/20/2024 was sent to the customer’s address listed on file. This notice indicated the vehicle would be sold on or after 8/30/2024. When ACA spoke with *** ***** on 9/18/2024, the vehicle had been sold.  As of 11/06/2024 the payoff amount is $7,618.92.
  
  While the customer is responsible for the account balance, ACA can offer the following resolution. ACA has a procedure whereby the account can be settled for less than the full amount owed. The customer is advised to call our Customer Care Supervisor at ************ to discuss settlement of the account balance for less than the full amount due.
  
  Accordingly, no adjustments to the credit reporting of this account are needed.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ***** has any questions; she may contact Karen R. at ************ or *******************************
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m here today because American Credit Acceptance isn’t reporting any accurate information on ******** which is a violation and is currently hurting my credit profile under Section 623(e). The FCRA prohibits information furnishers from providing information to a CRA that they know or have reasonable cause to believe is inaccurate also 15 U.S. Code § 1666b - Timing of payments 2 laws in violation would hope to see results as soon as possible with copy of corrections sent via us mail thank you in advance

  

  Business response

  10/30/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ***** ****** with the BBB case number *********
  
  An investigation of the customer’s account determined ***** ***** ****** signed a Retail Installment Contract on 1/28/2020 with ******* for the purchase of a 2012 Audi A6.  The contract was assigned to ACA.   
  
  ACA appreciates the opportunity to explain how monthly payment history is reported to the credit bureaus. ACA reports payment history based on current or past due status at the end of each month. An account which is 0 to 29 days past due at the end of the month will report as “current.” An account which is 30 to 59 days past due at the end of the month will report as “30+ late.” An account which is 60 to 89 days past due at the end of the month will report as “60+ late.”
  
  ACA’s Credit Disputes Department confirmed the account did not report two late payments.
  
  Accordingly, no adjustments to the credit reporting of this account are needed.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ****** has any questions, he may contact Karen R. at ************ ** *******************************
  
  Keith K.
  Customer Experience Manager 

• Initial Complaint

  10/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has been hiking up the daily interest rate on my car note and refusing to work on a requested payment arrangement until the account can only be arranged out of a repo status to an amount of over 1800.00 REPEATEDLY since the end of June 2024. I provided this company with my Covid results jn July, documentation of hurricane debbie natural disaster in my area in August , paid them. Then the day before hurricane helen, I called asking for an extension and the young lady who must know me or something because she said she is in the area and she seemed VERY unconcerned that day as most of the people where I am from were, however since there was so much flooding from Debbie I was concerned and was trying to prepare for Helen. They refused my extension until the next day where I showed we had no lights, they agreed on a payment arrangement, and I didn’t get lights for days later. I paid the arrangement and I paid additional , a total of 750.00 , then the next day the account went from 900 left owed to 1200 owed and them calling that I needed to make a payment. I was explained to them that I would still be behind because now we are dealing with milton . I emailed them the information as well; and they will would not work with me. The man said it’s wierd that it won’t let me make an arrangement just a pay today on the account but still couldn’t help. The next day it went to 1400, then now today it’s at over 1600.00 owed. The interest if that’s the case should not be legal , and why are they waiting to provide additional options after the account gets extremely high jacked in the amount instead of giving options at the time they are demanding payment ? Especially in my situation.

  

  Business response

  10/30/2024

  This is to serve as a formal response by American Credit Acceptance, LLC (“ACA”) to the complaint filed by ****** ******* with the BBB case number ********.
  
  An investigation of the customer’s account determined *** ****** ****** ****** signed a Retail Installment Contract on 2/23/2023 with CarMax, for the purchase of a 2016 Lexus RX.  The contract was assigned to ACA.   
  
  ACA would like the opportunity to explain simple interest to the customer.  The Contract calls for a payment schedule of 72 payments of $675.70 due monthly beginning April 9, 2023.  *** ****** has made fourteen (14) monthly payments. (See Customer Transaction History, attached).  ACA assisted the customer with three monthly payment extensions.
  
  Interest accrues daily and is based on current principal balance and the contractual annual percentage rate (APR) of 28%.  When the payments are posted, any accrued interest is paid first, then the remainder of the payment is applied to the principal.  Regarding applying payments, ACA applies payments in the following allocation order:
  
              1.           Repossession fees, if any
              2.           Interest (currently due)
              3.           Principal (current and past due)
              4.           All other fees (such as late fees and non-sufficient funds fees (NSF)
              5.           Remaining principal
  
  Whenever *** ****** makes a payment, ACA applies the payment to the accrued interest first, then principal. Interest accrues daily and is based on the current principal balance, the APR of 28% and the number of days over which interest has accrued. The principal balance is highest at the beginning of the loan, so more of the payment is taken up by interest early in the loan.  The customer has made the equivalent of 14 monthly payments on her Contract which has a term of 72 months.  Payment extensions and paying late (after the due date) cause additional accrued interest and more of each payment to be taken up by interest and late fees and not available to apply to principal.  An explanatory document entitled “Simple Interest FAQ” is attached which will further explain how simple interest works.
  
  In addition, as stated in Simple Interest FAQ, to reduce interest costs and help reduce principal balance, the customer may desire to make lump sum payments (in addition to her monthly payments).  Any payment overage will automatically apply to principal once the accrued interest and any unpaid late fees are paid. Gradually over the 72-month term, as the customer makes regular on-time full monthly payments (with no further extensions) principal balance will be reduced and less of each payment will apply to interest and more to principal.
  
  If a customer pays strictly according to the payment schedule, some of every payment (except the first payment) will be available to apply to principal, after accrued interest is paid. However, if a payment is one, two, or more days late, additional interest has accrued, causing more of the next payment to apply to interest and less or none to be available to pay down principal.
  
  Currently the account is 50 days past due for $1,726.75. The past due amount includes a partial payment of $605.83 for September, a regular monthly payment of $675.70 plus $445.22 in late fees.   
  
  *** ****** has arrangements to pay $605.83 on 10/30/2024.
  
  A positive customer experience is a top priority for ACA, as stated in our mission and values. If *** ****** has any questions, she may contact Karen R. at ************ ** *******************************
  
  Keith K.
  Customer Experience 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. ↩