Consumer complaint received 2020-07-23
Company: Auto Acceptance, LLC
State: KY
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
I purchased the van at the end of XX/XX/XXXX. In XXXX there were a few days my car would not start right away. I had to attempt to start the car several times before it actually started. I called the service department and was told I had to drop off the car and it would then be worked in because they were so backed up. I have XXXX kids and had a job that i had to transport to everyday. I was unable to drop the vehicle off for an unknown amount of time. So i continued to drive the van on the days it would start. I paid XXXX  on the days it would not. In XXXX I was stranded with my XXXX kids at their daycare. Because my van would not start. I had to leave the vehicle and catch the bus. When i went back the next day the van then started up. In XXXX I started to notice the van would not start on days when the temp was over 70 degrees. Sometime it would start but if i turned it off it would not start back up. I have been stranded in many places. When i received my taxes in XXXX I purchased a rental and put my car in the shop. I paid over {$300.00} for the repair of my ignition housing. My car was in the shop for 1 week. After repairs my car started up great for about 2 weeks. It then started the same cycle of not starting. I purchased another rental and put my car back in the shop. My car was there for 3 days before i received a call stating my car was starting fine and it had to be NOT STARTING for them to determine what the problem was. I went to pick up the van and I continued having the same problem. Only being able to drive my van somedays and not being able to turn it off until I returned home ( spent a ton on gas. ) In XXXX my car did not start for over a week. I called the service department and they towed my van to their shop for free. My a/c was also not working. They had my van for over a week and did not call me or answer my calls. XXXX is also the first month my car payment was late. While my car was still at their shop XXXX from billing called to collect my payment and I explained to her I lost my job in XXXX and have not received unemployment and did not have the money. She then asked why i did not do door dash to get the money. I explained to her that the car was unreliable and in her shop. I also mentioned to her i have not heard from them at all. A few hours later she txt me and told me my vehicle was ready on day 8 of it being in the shop. On XX/XX/XXXX I went to pick up the car and was told they replaced my ignition switch for free and all i had to pay was {$70.00} for my a/c recharge. When I got inside my van it had been broken into and things were thrown all around. Nothing of true value was taken. When i reported it to them they said they were not liable and to make a police report. TWO days later my a/c goes out and my car would not start yet again. I spoke with service who says they could not look at the vehicle for 2 weeks. But informed me I was free to take it to someone else. On XX/XX/XXXX I made an arrangement with XXXX and paid {$250.00} cash so that my car would not be repoed. On XX/XX/XXXX XXXX txt me and ask that i leave my keys so that a driver could pick up my car to be repoed. I told her it was not in my possession at that time. They picked my car up that night on XX/XX/XXXX. I went to the car lot the next day XX/XX/XXXX to get my things and everything had been stolen. I filed another police report and found out they did not list that my car had even been repoed. I had over {$500.00} worth of items stolen including {$300.00} worth of BABY MILK. My car was repoed after I explained my situation and made arrangements I was told would keep my car from being repoed. On top of all that I paid for over {$400.00} of " repairs '' that were never fixed.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation