Auto Approve
reviews and complaints

I am writing this review with great disappointment and concern regarding my experience with Auto Approve. At first, the communication and customer service were promising, but unfortunately, my encounter with this company took a drastic turn for the worse.

Initially, I was impressed with the level of communication and responsiveness from the team at Auto Approve. However, once I encountered significant issues while attempting to sign a crucial document for my refinance application, everything changed. The representative assigned to my case, Dustin Thomas, started off being attentive and helpful, but then suddenly fell off the map.

Despite my repeated attempts to reach out to Dustin, both through texts and voicemails, he completely ignored my messages. The once consistent and reliable communication turned into utter silence, leaving me feeling frustrated, abandoned, and questioning the integrity of Auto Approve as a company.

This lack of communication and complete disregard for customer support are not only disappointing but also raise serious concerns about the legitimacy of Auto Approve. It is deeply troubling to think that I may have unknowingly become entangled in potential fraudulent activities due to their unresponsiveness.

In light of these experiences, I have made the decision to request cancelation of my refinance application and demand the removal of my personal information from their system. Trust cannot be maintained when a company fails to address customer concerns and neglects their responsibilities.

I feel compelled to warn others about my ordeal with Auto Approve. While the initial communication and service may appear promising, it is crucial to be cautious and aware of the deteriorating customer service and potential fraudulent activities that may ensue.

I am happy with the fact that my interest rate did go down, however was dissapointed with the representative who was supposed to assist me. I felt that I had to constantly reach out to Nick to get updates, whether I was calling or texting him. I would go at least 2 days without hearing back, not even a follow up text just to let me know that he had received my paperwork, or to inform me that everything was running smoothly. I actually mentioned it to him, that he was not good at communicating with his customers and only apologized, but continued the same behavior. You would think he would have reached out a little more after making the comment to him, however that was not the case. Once everything was processed and the new lender finalized everything, I received an email confirmation from the new lender stating that everything was completed, I have yet to hear back from Nick confirming this. Horrible customer service.. ..

After speaking with two team members before I could even get an application completed. I unfroze my credit and gave the go ahead to run it. I was told by John aka Jack he could definitely lower my payments but would need to call me back to confirm. A week later and multiple calls and emails later no return communication. Called to speak to a supervisor and still got the run around and was told I need to add another person to the loan which I planned on anyway because my husband is on existing loan. How would they know that if they never returned my calls? I do NOT recommend having this place pull your credit. If the communication to even APPLY is this bad I can image how horrible the customer service is with paying your loan back or getting payments posted correctly! I have been in the financing industry for my entire life and the guy wanted to explain to me debt to income ratio. NO Thanks...you are treating me like an idiot and it's not appreciated. You do NOT get my business.

AutoApprove is a fraudulent company. They do not finance any loan by themselves, only collect customer documents and enlisted the amount of the charge to a different financial company. I recently refinanced my car by AutoApprove and than I got the amount from the original financed company named Veridian Credit Union sent me over $4000 of my actual loan. Once I asked Veridian why this discrepancies of the loan they said it was AutoApprove charged them for Extended Warranty of my vehicle ( which I never consent) and admin fee around $4000 extra. Then I reached out to AutoApprove customer service, they could not able to provide me the extended warranty provider name and the policy number. I had to call them from different phone number since they no longer take call from my phone number. Currently AutoApprove avoiding my call and drop my call once I asked about to reimburse auto extended warranty charge. And Veridian Credit Union can not do anything since they already paid to AutoApprove.

They will definitely lower your interest rate and your payments. The staff is very friendly and pleasant to speak with. The issue that most customers are not looking at is the months of the new loan they offer. They lowered my sons payment by $75 and lowered his interest by like 4%, however the number of months he was given was 84 months. His original loan with the company he was with was 72 months. They lower interest and payment, but stick you with a 7 year loan. So I had my daughter inquire about her vehicle. She has a good credit score as my son did. She has 64 months left on her car. They lowered her car payment by $69 and interest by 3%, however gave her 84 months. She only owes $23,542 on her vehicle. If she would have refinanced through this company she should end up paying $32,200. The cars original price was not even that high. PLEASE BE CAREFUL WHEN DEALING WITH THIS COMPANY AND LOOK AT YOUR PAPERWORK CAREFULLY! This company is very much mis-leading and taking advantage of their customers.

I'm very glad that I contacted Lending Tree last month regarding refinancing my car. The first person who contacted me was Kris Fintikis from Auto Approve. He was personable, but not fake or pushy. He explained the process that I would be going through. Other companies called with possibly lower rates. I didn't pursue them because right away I felt that Kris and AUTO APPROVE were a good fit. Kris communicated well through phone calls and text. 99% of the time he answered his phone when I called, instead of sending the call to voicemail. Kris made me feel like he cared about getting me the best rate and he did it quickly. I've never worked with a representative of a company who answered the phone by saying my name until I worked with Kris. I probably asked some tedious questions, but Kris was very patient with me. I feel like I got a great loan because of Kris at Auto Approve. I would highly recommend doing business with Auto Approve. I'm definitely spreading the word about your company to friends and relatives.

I was excited to start the process of refinancing my vehicle, read all the reviews of Auto Approve, and said "okay, why not". I did the application, and my consultant was Elvin, in the beginning, things went very smoothly and quick as far as Elvin receiving my documents. Then days turned into weeks about hearing something back from the lender or even Elvin himself, I've constantly called him and even his associates for help, one of his associates, Matt, told me that I would need a down payment, which Elvin never discussed with me. And whenever I called the main line for help, they kept forwarding me to his voicemail and my calls were not returned. Finally into the 3rd week, after speaking to another associate, I was able to get in contact with him and he told me that he is still waiting on documents from the lender, and that was the last I heard from him. So I reached out to the lender itself, and they did not have me in the system. So, not only did I not get financed from them, but they also pulled my credit more than they should have. So, I'm surprised to see that they have so many great reviews if this is the service they are offering potential customers.

0 stars. I received a letter from Autoapprove to refinance my auto loan. I decided to call on 1/24/22 based on good reviews I've read and with spoke with consultant Armando Galvan. I have provided him all my personal and private information and all the documents he needed for the loan. I have an excellent credit and he said that just he sent me an email with his direct contact number and informed me that he will get in touch with me. After 3 days, I have not heard anything from him so I emailed and texted him. I called Auto approve's number and spoke with another consultant who informed me that he wont be able to help me because Armando is the consult that has all my information and that he will let the manager know as well. The next day, Friday 1/28/22, I called him again several times and he finally answered so I felt relieved. He said that everything looks and will call me back in 30minutes. Armando Galvan never called me back. I texted and emailed him again and but no reply. I informed him that if I dont hear back from him by Monday 1/31/22 to cancel my loan request and to not use any my personal and private information I have provided to him & Auto approve. Ofcourse he did not answer. I do not recommend this company to anyone! I afraid that they will use my personal information even if they no longer have my permission. Terrible customer service and worst experience I have ever had. Do not trust this company and their consultants/agents.

The experience of dealing with AutoApprove has been the absolute most stressful, and frustrating experiences in my life. I refianced my car loan through AutoApprove and the loan was approved on Feb. 12, 2022. I was informed by my loan consultant through AutoApprove that the loan through my original car loan will be paid in a max of three days. It is now currently March 17, 2022 and the loan STILL has not been paid. It should NOT be taking this long for the loan to be paid. Multiple people through my new lender, PSECU have stated that AutoApprove will provide the funds through the new loan. However, my AutoApprove loan consultant stated that PSECU funds the loan directly. Conflicting information on both ends makes it equally frustrating as the customer. My AutoApprove loan consultant is also very difficult to reach via the phone. Her customer service has been the worst I have experienced. I need AutoApprove to deposit the funds electronically to my current car loan lender as I cannot afford to wait any longer. My wife and I, are currently buying a house, and this refiance is contigent upon the loan being paid. I also cannot reach any manager/supervisor at AutoApprove to try and figure out a solution. If I had known this process would be this stressful and be taking this long, I would not have used AutoApprove. Again, they have lied to me multiple times and been little to no help throughout this process. I need a solution to this problem, expedited as quickly as possible so that I can close on my house.

I used auto approve to move from a leased Mercedes Benz to finance a purchase of the car because of end of lease it was low mileage and in excellent shape. Auto Approve received the title from Mercedes on November 16. In October when the registration was due the car had not been taken care of and Harris County Tax Assessor would not registered the car. I paid notes on time to Veridian Credit Union who holds the lien and they are of no help at all. When I complained to Auto Approve they sent a letter to me stating that because I refused to provide Information to complete the transaction It was my fault. They subsequently sent a letter of apology for blaming me. It is now March 25th 2022 and nothing has been done. After hundreds of phone calls I found out from Mercedes that Auto approve has had the title all this time and done nothing. They lie to me all the time and tell me how professional they are but there actions prove otherwise. They promise to pay my note last month but fail to do that as well until I was told a late charge would apply and ruin my credit so they finally paid it, more prove of a lack of professional behavior. Today I spoke to COO and she told me how professional they are again bragging about employees who are basically useless. I am a disable Marine Corp veteran who has been taken advantage of by a company who does not care as long as they get their money upfront. I would advise not to use this company for any transaction that requires any professional response because they will blame everyone except themselves. The COO promised me an email today and as usual no response from them after 5 hours. Typical of these deceitful users. Paul *** USMC Texas

The process started out very pleasant, however did not end that way. My loan consultant, Randy S, initially was very nice and helpful with the process and laid the steps out which seemed to be straight forward ( at least what seemed to be). Then as the process carried on it proved to not be that way. He never seemed to know quite what needed to happen, or what exactly we were doing in the process. Several times he forgot what loan company we were choosing to use for the refinance which I had to remind him of the rates and fees associated. He also tried to push an expensive amount of gap insurance several times which I reminded him of the fact that after this process we wanted to be able to list and sell our vehicle so it was not necessary. After, he quit asking about the gap insurance, he then became less diligent with the process. I felt as if I was put on the back burner by my loan consultant whom I had to call for updates regularly. Due to the lack of diligence, Randy ended up having to tag my credit more than once. At the end of the process ( with only a couple days to spare before they would need to tag my credit again) I was told that I would have an additional $900 added to the down payment I had already put money aside for. I was also told that my case was one he "wished he hadn't picked up the phone for"... while I know not all situations are cut and dry and may be a difficult process. I do feel that our consultant proved to be very unprofessional in this process. I have now had to endure 3 months of headache only to end up still not refinancing my truck. Disappointed to say the least and now having to start my process over again( after my credit has time to recoup from the multiple dings).

On April 28, 2022, I contacted Auto Approve about lowering my interest rate. I they did a soft pull of my credit to see what I would be able to get for a new interest rate. I was told they could get me a 2.50 interest rate which would lower interest rate from 4.99 and get my payments from $701 to $427. Great rate and much better payment so I told them lets get this done and let them to the hard pull of my credit. It took me about 40 minutes to get the documents together for them that they had requested. I did not hear back from them until the next day, 4/29/22, and they informed me that the rate jumped from 2.5% to 3% with around a $75 increase to the payment. This was at the end of the business day and understand that was a factor for the jump. I didn't hear from them for another two days, May 1st. I could not access the documents because they did not provide me with an authentication code to get into DocuSign. They had to resend them on Tuesday May 3rd at the end of business. When I accessed them Wednesday morning, May 4th, another .25% was added to the interest rate making it a total of 3.25% interest. I messaged them asking about the additional increase that I was not informed about. I was told they had not locked in the rate soon enough when they were getting my documents ready. My response was that I understood what happened with the first increase and agreed to the 3%. But the second was not what I agreed to and was not my problem. They declined to put it back to what they said it would be the morning of 4/29/22 so I declined to do business with them. If you decide to do business with them, I suggest you hold them to their initial offer by having them put it in writing that they will guarantee what they tell you your interest rate will be before they do a hard pull of your credit.

My experience with AutoApprove was horrible from the very beginning. I had an intro call with the agent I was working with, who stumbled through the explanation of what I needed to provide. I was given conflicting information at different times, with very little direction on timing or what the process would look like; essentially left in a void once I agreed to work with Auto Approve. My agent only seemed to care about me until I gave him the business, and then I was left on an island. Horrible customer service.The worst part was the miscommunication on the actual onboarding process; I was asked to send an original copy of my vehicle title which ended up not being needed, and spent weeks trying to get the title returned with no response from my agent. I was sent multiple agreements via DocuSign that were voided due to incorrect information. I was asked to provide the same documentation multiple times by different people within the organization (had 3 separate agents reaching out to me asking the same questions). And worst of all, my agent asked me to re-notarize a document 3 separate times because the original version "wasn't good enough" or the handwriting "wasn't clear" when in fact it was very legible. With a newborn baby at home, it was extremely difficult to leave the house and visit a notary, yet my agent did everything in his power to make this as difficult as possible for me. After the 3rd visit to the notary, we ended up disregarding our agent's recommendation to re-notarize and submitted the document, which of course was approved by the bank immediately despite our agent's concerns.Terrible customer service, unclear guidance, and very unprofessional organization. The only reason we didn't go work with another lender is because of how far we got into the process, and the fact that the rates were good. I'd highly suggest seeking out another auto-refinancing company.

I was attempting to refinance a truck..Can't recall if I used a service and Auto Approve contacted me or I contacted them.I spoke with *** and the process began.I answered all questions about loan, truck and sent photos of license and registration.After hearing the interest rate and new payment that Auto Approve was offering I told *** to proceed with the refinancing.I received paper work from ***, Loan Support Specialist. I filled out the paperwork and texted *** on what to do next.On Jan 18 *** said to disregard those papers and he would get right back with me.That was the last time I heard from *** or anybody at Auto Approve.I am still waiting for contact from Auto Approve and I have called several times and get no response from ***.The refinancing was the best of the offers and by going with another company I would not be getting the savings I was told I would receive from Auto Approve and it's designated representative, ***.Now that interests rates have risen my refinancing options have vanished.

a lender marketplace sent my information to Auto Approve LLC to get an auto refinance loan. A representative of Auto Approve contacted me and after asking some questions about the car and other financial information told me he might get me a lower APR and longer loan term than my current lender ***. I asked the representative if the inquiry would hurt my credit and he said that it was a soft pull at that time but eventually, to apply, a hard pull is needed. He went to explain that after paying off the original auto loan my credit will recover. However, I received information from TransUnion on a hard pull on 3/30 which it was on my credit file. The hard inquiry was done by "*** credit Union" so I contacted *** to get more information.They informed it was 'Auto Approve' the requestor and I should contact them instead. An Auto Approve representative argued that I automatically approved hard inquiries because I "accepted *** terms of use"; however *** specify "not performing hard inquiries into credit, although some providers (Auto Approve) might perform hard inquiries to evaluate for a FIRM offer of credit" which i never had since all we had at this point was a phone call.

I am extremely disappointed in the customer service that I have received from Auto Approve. I started this process on May 11th, 2022 and, to date, still do not have my loan complete. I completed all of the documents hours after being told what I needed. I have sent the same documents, over and over and I have had to get 5 LBOs(Lease Buyout Letters) from *** because of delay after delay from the Auto Approve employees. I call them for a status and I don't hear anything for a week and by then the documents have expired. One employee stated that he was on leave, for 2 weeks, for Army reserves but no one took over his workload. Another employee stated that he had Covid but, yet again, no one covered his workload. This process has been beyond ridiculous. I have been apologized to and even told that the loan will be expedited and nothing happens. I have even asked to talk to a manager and when I called back days later to ask why they hadn't called me, the employee said that there was never a request. I made a second request and now, 2 days later, no one has called me, again. It has now been 7 days. At the same time, my loan processors were supposed to call me and I still haven't heard back from them, either.

I refinanced through Auto Approve back in March . At that time I purchased gap insurance too. The person that assisted me was very helpful. He responded to all of my calls and emails. At first, I was hesitant about refinancing with a business that I could not walk in the office and work with someone in person. However, the entire process went smoothly. I was really surprised. In August, my car was sold. I contacted the person who had helped me before, regarding the cancellation of the gap insurance and the refund. I completed the form on September 14. I decided to follow-up on the process of the cancellation form, and so I emailed him; he did not respond. I emailed him again, still no response. I texted him and finally he texted back. He seemed to be a little annoyed with me. He explained that it takes *** days to process the cancellation and refund To this date, I have not received anything. He gave me the contact information of the person (***), who actually handles this. I sent an email to *** a week ago, no response. I sent another email on Monday, still no response. I was told back in October that the cancellation form was being processed. What happened to quality customer service here? I am asking for my refund to issued.

I called the customer service line to discuss a letter I recieved stating I might be eligible for auto refinancing. Rep picked up and since I do speak mostly spanish, he transferred me to spanish speaking department only to have the phone ring for 5 minutes and call drop. Then I called back and got another rep in english, once again he transferred me and the same thing happened. Finally I decided my daughter could help me with the language barrier and I spoke to what I thought was a decent cuatomer service rep and provided my information per his request. After checking my credit score he stated there were too many drop charges and he couldnt help me. I asked what that meant and he repeated drop charges. I asked, yes but what does that mean? Rep never explained what he meant by drop charges and by the little information he gave us I asked him if he was referring to credit card debt? Representative proceeded to hang up on me leaving me mid sentence with my daughter on the other line. I have never expirenced worse customer service. Absolutely ridiculous. Dont know why they have so many stars and good reviews but If I had to rate them I would give them 0 stars. Very rude representative. I called from *** but the phone number associated to my account is ***.

I was looking into auto refinance and became in contact with Auto Approve. I made clear to the person I talked to that I did not want to do anything that would cost me points from my credit score. He said it was just a soft pull and would not affect my credit. So I went ahead with it. And a few minutes later, I got a credit alert saying it went down because of a hard pull. AFTER my credit has now been hit, I asked the person at Auto Approve why, and he said that they do a soft pull to make sure there is a chance for an approval but once submitted to a lender its considered a hard pull. I was not aware of this. He made it sound like I could decide on a hard pull if there was a lender to look at it. So now, not only has my credit score been affected, but It turns out that the hard pull inquiry that I didn't knowingly authorize was also rejected. So I just lost credit score for literally nothing. I was just looking into information for possibly getting a refinance, and did not want any hard inquiry yet without further information. I am just looking for a resolution to reinstate my credit hit to how it was before they did a hard inquiry, because creditors can see these inquiries and it affects my credit. I didn't even receive a service or anything because apparently it was rejected anyway.

i applied for a refinance through Auto Approve and this company is a scam. The first issue that I noticed was they had my social wrong on my documents. My loan officer *** did not input the correct information as aI instructed her to and when i asked her about it, she lied and said she didn't know why my docs were like that. The entire process stressful. My credit was ran twice and the second time, I did not authorize the credit check. This company almost appear to be fraudulent and a bunch of crooks. I am really disappointed in the fact that everyone who work for this company reads from a prompter. Also, I was asked to signed docs that were not completely filled out and when I signed, they added new information to the documents that I signed which made me look like I was aware of the fraudulent activity. They do not keep you updated on anything and once you give them your social, they take your identify and do whatever they please to do with it. The sales manager has no idea who ran my credit twice and I was told by the finance company that AA ran my credit twice and they lied about it. Also my loan officer told me the finance company use Transunion, but instead, but that was a lie, instead, I got notification from Blue that they checked my Experian. This company is a scam and perform bad business.

I bought my leased car through Auto approve and it's been 6 months and I never got the title. I have called several times since May they say it was in the state's hands I finally find out that that was not the truth. They send me a text message in August with the name *** that prepared my title paperwork and it wasn't even submitted so I waited since May for nothing. Nobody contacted me May June July almost the whole month of August even though I was calling them they never submitted it and I paid the fees to them. They should not be telling customers that it's in the states hands and there's nothing they can do only to find out on August 26th it was still not submitted even though they prepared it back in May. I need my title I can't sell my car I can't trade it in I can't do anything because of them I need my title ASAP this has been going on for 6 months. I tried working with them they even gave me a supervisor but that was 2 weeks ago still no update still no title the title isn't even in the correct status since May. It should have been submitted in May and I would like to know what this business is going to do to help I just want my title they need to expedite this immediately they keep blaming the state of New York but if they submitted it back in may like they were supposed to I would have it by now.

I signed on with Auto Approve back in September for a refinance on my *** with Veridian which was the third-party institution that would be taking me on from there on out. the issue is my vehicle was a total loss in October. At the point of Total Loss my insurance company had to reach out to my financial institution to cut both of us an equity check. My Total Loss was early October and we are still waiting on Auto Approve to pull for a title change because they refinanced me and never sent the title in to be fixed now here it is within the last few days and they are just now getting around to getting me to sign documents in order to change the title on top of that The title still has the original two names from before I refinanced meaning I couldve stuck with my original bank not refinanced and I wouldve been better off than dealing with them. My MSRP was down to 16 grand before I refinanced I refinance with them all the sudden I owe $2500 in interest and yet they never even fully took me on as a client now Im stuck continuously making payments on a vehicle I do not have and I am not willing to make a payment this month due to that fact. This will cost me points on my credit, again about $2500 in interest for a company that didnt even fully take me on fully, so much wasted time. This is all at my cost

En of August , I fulfilled all requirements with Auto Approve to get my leased car refinanced. The loan was approved by Consumer Credit Union. Auto Approve was supposed to process the paperwork with Toyota Financial Services and Maryland's MVD, and now almost 5 months after that I have not received anything form Auto Approve, and what counts Consumer Credit Union has not received the title or any evidence of a perfected lien, and are advising that if they do not receive my title within 120 days my loan will be out of compliance with lending regulations, my interest rate will increase to the highest unsecured interest rate. I have contacted the sales agent that took care of my case, who has been giving me excuses for months, and blaming many weeks ago Toyota Financial Services for sending the paperwork to the wrong d. I have written emails to the Auto Approve and have not received a single response. I am even thinking that they may be swindlers, but the company actually exists, and I did not disburse any payment to them. They are simply behaving irresponsibly and providing a terrible service. If this affects my interest rate or my credit, they are directly to blame. I would like immediate action on my case. Please write to me at [protected]@gmail.com. It is not correct to create this problem for a customer and do not act properly to remedy things.

I currently am getting my auto loan refinanced. I did everything correctly and on time. I signed and *** everything back to them within 2 days. I was assured that my current loan and their process would not overlap to the point where I'm not paying 2 car loans. This is the first question I asked when starting my loan with them. I told them if this process takes too long where I'm paying 2 car payments, I did not want to start the process. *** assured me that we have plenty of time and guaranteed me this wouldn't happen. I started my loan on February 8th and here it is March 10th and the loan still isn't completely processed. They told me they sent it out to the bank on February 21st and that it should've been processed within 7 days and they don't understand why it hasn't been yet. My car payment is due in 5 days from my other loan company! I asked *** to speak with a supervisor and he said his supervisor was on another call and would call me back. Guess what, no phone call! I refuse to pay 2 car payments! I was assured this wouldn't happen. I'm going to have to call my current loan and tell them to not deduct my car payment because it's currently getting refinanced and is late with the process. I have an EXCELLENT payment history on my credit. If my credit changes because auto approve can get their [censored] together I'm going to *** you guys! My credit is in GOOD standing. It better not change Auto Approve!

Within the last 2 weeks I had received a "pre-approval" letter in the mail and phoned the business to inquire about a vehicle refinance. The whole thing started out great, I spoke to *** who took my information and then told me he would work on getting things going and he responded the next day saying he had an approval for me. He provided me a loan start date, a loan amount, terms for the loan, and a date for the first payment. Then he told me that all he needed was a picture of my driver's license, insurance card, and registration. I provided those things and then the next day he got back to me and said he needed more identity info so I sent him a picture of my passport right away. He said that would work and he would get the paperwork to me the next day. The next day comes and I didn't hear from him so I gave it till the afternoon of the following day and still I hadn't heard from him so I sent him a few messages and then I received a message back saying "there has been a discrepancy with your approval, my boss is looking into it and I'll be in touch in a little while". That was the last I had heard from him and it's been a full week since then. What happened to the communication? What happened to the follow through on the loan offer? It's seems as though he told me what I wanted to hear so I would provide all my personal information to him and then he disappeared, making the whole thing seem like an identity theft scam. I though I was providing my personal info to a reputable finance company but once they got my info they stop all communication. I have not gotten a response on what the problem was or anything and it is making me very nervous that this type of company has my personal info. At the very least I would like to know what happened to be assured my info wasn't just stolen by scam artists.

How is this company a) still in business, b) supposedly the leader in its field, and c) with such a high Complaintsboard.com rating? Like several other complainers, after contacting them to refinance my car loan, for a shorter payment and a slightly lower rate, I never got called back or emailed after the initial discussion with loan consultant ***, and I've given them all my sensitive information and left him two voicemails. He has not called or emailed me, or called my husband like he said he would for permission to pull my husband's credit report. *** said it would take a day or two and it's now a week later with no result and no communication. It gets worse. Today, on July 12, I finally gave up and called to speak with a manager. Hah! First I get *** who sounds helpful and understanding after I explain everything. She puts me on hold to find out who ***' manager is. I'm on hold so long the system drops my call. I call back and get ***. After explaining everything all over againincluding I don't even know if I have an application yetshe can't find an application with my phone number. I tell her that her company clearly has a lot of problems and I want to speak with a manager and she hangs up on me! I call back AGAIN and get *** who, after I explain everything AGAIN, tries to transfer me to the Loan Departmentit rings at least 30 times and finally I get a recorded voice saying everyone is busy and I can leave a message. I don't think so. So here I am.Do I even have a loan application? Who knows? Did I get scammed? No idea. It's pretty scary. It's also a gigantic time waste.I want a manager to call me back and tell me the status of my application and my sensitive information, at which point I will decide whether to proceed, and will also request a different loan consultant who will actually do his/her job, and I will request that person's manager will keep me informed and shepherd the whole thing until it's done.

Loan officer James M was working to refinance my vehicle for a new rate and better warranty. James said multiple times that if I got a new warranty, he was going to cancel my original warranty and I would receive a check via mail from the original warranty company for $2500. James assured us that he would handle everything and would cancel the old warranty himself then we would receive a $2500 check shortly after. James knew we are hesitant to sign the loan but with a brand new warranty and his reassurance, I signed for it. Two weeks later after waiting for the $2500 check to come, I found out on my own that the service contract was never cancelled and that I could only cancel it in person and the refund would be $600 dollars instead of $2500 James promised. Had I have known this from the beginning. I would have never signed the loan. James assured us multiple times prior to signing the loan that I was getting a check for $2500 as it was "coming your way" and never mentioned that I had to sign any documents as he said he would handle it by himself. If I never called to check the status of the check, I would not know that he did not cancel the warranty as he said he did. The loan was signed on 10/08 and on 10/19 we found out the service contract was not cancelled and contacted James to speak on this issue and a $748 dollar check refund we were waiting on from the overpayment of the paid off amount, that instead of mailing immediately was conveniently only available to be mailed to us after calling. We told James to cancel the new warranty as I don't need two contracts and he said he would handle it. On 11/12 I learned from Alex J, James's Manager that the new contract was not cancelled. Alex said he would take care of it as we need a notarized form that we returned to him on Friday, and a review of all calls, emails and texts would be done, he'd reach back by the end of day Friday 11/13. It is now Wed. 11/18 and Alex will not respond