Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/25/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Creditor Name: Capital One Auto Finance Opened Date: 5/8/2020 Account Number: ***************** Higher Credit: $18,131.00 During my review of my credit report, I discovered an account with ********************** One Auto Finance, which I did not open. I have no affiliation with this account, and its unauthorized creation is a direct result of identity theft. I request urgent action to investigate and remove this fraudulent account from my credit report.

• Initial Complaint

  Date:08/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I refinanced my 2020 ***** Colorado in 8/2023 with Capital One and they hold my title. I have moved from ** to ** and need to register my truck. Capital one refuses to cooperate with the ** DMV. They wont send my title to ** and wont offer any other solution. Their reason given is they state my previous lender has not sent them a lien release. I contacted the lender and they said they sent it 9/2023. Capital one says the form they sent isn't the right one. The former lender says they have no other requests from Capital one and wont send them anything more. Capital one needs to give ** vehicle licensing my title while they continue to figure out their lien. That is their paperwork problem that they have had a year to correct and should not prevent me from registering my vehicle. It has been in 'under review' status for 12 months.

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I represent ****** ****** Boulder. This business has no good contact so that we may ask them for assistance in releasing several ** titles that were listed in error with your lenders name. We have tried to call, reach my ***** and ***** and your business is not responding or we received notification that our mail isn't deliverable. I need to be contact directly immediately so that we do not need to escalate the issue through a litigation department and/or courts. We would like a good contact to reach out to you directly.

• Initial Complaint

  Date:07/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 28, 2023, I received a call from Capital one about an auto account in my husband's name, I was briefed about this account I was informed My husband has an auto account with this company and he is deceased, I offered to take over the payments as I want to keep the vehicle, I was told that if I did so I would have to do the payments under the current amount, I told them I am unable to pay in the current amount, I am willing to make payments on this account in the amount of half of what the current payment is and will make them on time with no lapse I was told to try and get financing with another institution but not with them, but I have correspondence from them approving me for an auto loan that is more than what the outstanding balance is, due to my husband passing and his estate being depleted with funds due to paying outstanding bills I am being discriminating against as I am willing to pay this account off but am not being given the option to do so

  Business Response

  Date: 08/04/2023

  After reviewing the information given in the Customer's Statement and reviewing our files, we have determined this complaint doesn't match to any of our current or past customers. ************************ seems to be refering to Capital ************************* Auto Financing, she even stated "she received a call from  CAPITAL ONE" and she has received "correspondence" from the financial corporation "approving" her for an auto loan.
  Noting the aforementioned, this complaint does not reffer to our car dealership Capital Auto Finance INC 
  Feel free to contact us if necessary
  Regards, 

  ***************
  Office Manager
  Capital Auto Finance
  **************

  Customer Answer

  Date: 08/06/2023

   
  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

  Date:02/28/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently bought a vehicle on February 11th of this year 2023 I got all the paperwork viewed it and signed all the papers that needed to be sign everything was fine then this weekend on February 25th I got another contract mailed to me from them (capital auto finance) with completely different numbers and my signature and initials being forged I called them to talk about it and they automatically started to deny everything.

  Business Response

  Date: 03/14/2023

  Hello,
  The facts and/or the allegations stated in this letter are totally false. This customer did buy the vehicle from **, did sign all of her papers, she left satisfied, everything was ok. She came back to add a signature in one of the documents (requested by the finance company). We never heard back after that.
  I, the manager, tried calling her time after time to try to resolve this issue and she would not respond or return phone calls.
  Furthermore, all of our customer's signatures and contract agreements are recorded via camera and voice. And we will be more than happy to provide you with a recorded tape and/or the contract that she signed
  They are not additional charges or additional numbers than what she signed. She is making those allegations for a reason that we are not aware of. We are an honest, straight forward dealership, with a 4.8 star on ****** review, and we do not play those games.
  We can be reach at ************ or ************
  
  Regards, 
  ***************
  MANAGER
  Capital auto Finance

  Customer Answer

  Date: 03/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution Is not what I want I know what I signed and didnt sign you can have all the recording you want I have proof to show that is not my signature I still want the full refund of the deposit I made 
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used 2011 ***** Tahoe Hybrid back in The end of January of 2022. I was told this vehicle was running fine and it was inspected by the dealerships' auto shop. After almost two months, I started experiencing issues with the vehicle. First, it was the electronic system. I took it back to the dealership for them to check on it. They did something to it and it was never resolved or repaired. I then started experiencing engine problems with the vehicle a few weeks after. I was never told the engine was never inspected. I had to take it to an auto repair shop to have them repair it. Ever since then, I experienced many error messages on regards to the electronic system, tires, engine, etc. In short, I was sold a lemon. I am currently paying for this vehicle monthly, but it seems I will continue to have more issues in the future with it. I would like to return this vehicle back to the dealership and possibly get a refund back without any issues with my credit score.

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON JANUARY 31, 2022, PURCHASED A **** F-150 ***** FOR $11,369 FROM THE CAPITAL AUTO FINANCE CAR LOT IN **********, ********. THE VEHICLE CAME WITH A THREE-MONTH POWER-TRAIN WARRANTY. BEGINNING FEBRUARY 1, 2022 UNTIL NOVEMBER 1, 2022, WHEN THE ***** OF CAPITAL AUTO FINANCE CAR LOT CAME TO GET THE VEHICLE DUE TO IT BEING UNDRIVEABLE. I EXPERIENCED SEVERAL MAJOR ISSUES WITH THE VEHICLE COSTING ME THOUSANDS OF DOLLARS TO REPLACE AND REPAIR ITEMS ON THE ***** UNTIL LEARNING IT NEEDED AN ENGINE. ON THE SAME DAY AFTER THE ***** WAS TOWED. THE ***** TALKED ABOUT REFUNDING ME WITH THE AMOUNT OF $7000 ON A TRADE-IN FOR A DIFFERENT ***** WITHOUT NEGOTIATION. STILL TODAY THE ***** (***) OWES ME $3500. ON NOVEMBER 26, 2022, THE ***** OF CAPITAL AUTO FINANCE CAR LOT OFFERED ME A 2011 F-150 ***** AS A TRADE-IN FOR $7000 FROM THE PREVIOUS ***** PURCHASED WITH ENGINE ISSUES. AFTER MAKING THIS PURCHASE, I TOOK THE VEHICLE TO ****** **** DEALERSHIP SERVICE SHOP FOR AN EVALUATION. THE SERVICE TECHNICIAN PROVIDED ME WITH A REPORT INFORMING ME THAT EIGHT ENGINE CODES WERE ERASED AND THE MAIN CODE WAS CAMSHAFT AND ENGINE. THIS IS KNOWN TO BE A MAJOR POWER-TRAIN ISSUE ON ANY VEHICLE. I INFORMED THE ***** AT CAPITAL AUTO FINANCE OF THE FINDINGS AND RETURNED THE ***** ON NOVEMBER 29, 2022. THE ***** ************ THE **** AND DISCUSS REFUNDING ME A TOTAL OF $7000. *** WROTE A CHECK FOR ONLY $3500 ON DECEMBER 2, 2022. THEN INFORMING ME TO COME BACK FOR THE REMAINDER OF THE MONEY IN A WEEK. WHEN I WENT BACK TO THE CAPITAL AUTO FINANCE CAR LOT IN A WEEK, I WAS INFORMED BY EMPLOYEES AT HIS BUSINESS THAT THE ***** (***) WENT BACK TO HIS COUNTRY FOR AN UNDISCLOSED TIME. ON DECEMBER 20, 2022, WE MET AT HIS 5/3 BANK TO GET ANOTHER CHECK FOR $3500. AS OF TODAY (12/27/2022) THE ***** STILL OWES ME A DIFFERENCE OF $4369. AND THE COST FOR LABOR AND PARTS PAID WAS $10,174.74. WHICH IS A TOTAL OWED TO ME OF $14,543.74.

  Business Response

  Date: 01/24/2023

  
  

  This issue was already settled. The customer and I got into an agreement. A refund was made to him in 2 parts.

  
  

  The customer was here on the 6th and we gave him the second and last payment.

  
  

  He signed that day a settlement agreement stating that he agreed to refund, and that we were not liable or responsible for any future or prior demands or disputes.

  
  

  
  

  If you have further questions, you can contact me at ************ or email me back

  
  

  
  

  Thanks,

  *************** Manager

  Capital auto Finance

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18806272
  
  I am rejecting this response because:I am not in agreement with the manager *** at Capital Auto Finances response. This is due to the reason he sold me two defective F-150 trucks last year in 2022. These vehicles were a 2007 and 2011 **** F-150. Immediately, when I became knowledgeable of the car issues, I brought my concerns and complained to the manager *** about the issues I was experiencing with the trucks. *** decided to cancel the sale on the first truck without providing me with a full refund I paid on the first **** F150 Truck year 2007. Then offered to trade in that vehicle to sell me another detective **** F150 truck year 2011.
  I paid $11,369 for the first 2007 **** F-150 and the trade-in value was $7000. *** still owed me the balance of $4,369 from the original sale price of $11,369. In addition, he still needs to compensate me in the amount of $10, ****** for repairs and labor that I had done on the **** 2007 F-150 at the service centers of ****** Motors, Midas, *********, and *********. *** and Capital Auto Finance owe me a grand total of $14,543.74.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/14/2023

  Hello,

  
  

  At this point we believe that the customer is trying to take advantage of the dealer. Especially after the dealership agreed to pay him the $7000 back. Which was made in two payments of $3500 each, upon the agreement that we made, and we have the proof. We also have the title that he signed and gave us upon receiving his refund from us. 

  The repairs that he is claiming that he paid money for are unrealistic, especially that he had his warranty to proceed with and that it was his own business to proceed and fix his vehicle under his warranty after many months of the purchase. He could have just asked for his money back instead of fixing his car left and right at different mechanic shops.

  We have the proof that he took his refund from us and we also have the proof that he gave us the title and he signed willingly.

  
  

  Any questions, please feel free to reach our Manager *************** at ************

  
  

  Thank you,

  Capital auto finance

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18806272
  
  I am rejecting this response because: The manager *** of Capital Auto Finance sold me two defective F-150 trucks which were a 2007 and 2011 **** F-150s. The first purchased F-150 Truck year 2007 in the amount of $11,369, had engine failure. I gave the truck back to him as a trade-in for a 2011 **** F-150 and I was charged an additional $3500, to learn that this truck too had engine issues. *** refunded me the total value I paid for the second truck (2011 **** F-150) of $7000. However, he failed to refund me the total value of the first truck (2007 **** F-150) for the remaining balance of $4369. There were parts and labor costs from other dealerships of a grand total $14,503.74. In addition, he sent me to his partners *** repair shop ******************************************* which fraudulent submitted a repair claim to replace an engine to AUL **************** *************) on repairs that were not done and received a payout (authorization #*******) from the warranty company.
  

  Sincerely,
  

  
  *************************

• Initial Complaint

  Date:08/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were defrauded about financing. We went to that dealer, Capital Auto Finance, because they fraudulently told me on the phone that they do in house financing with no problems. I already knew that my credit was not good. My credit union told me that I have a credit score of 513. I told that to ****; but he wanted to make the sale of the car; so he said dont worry. That next Friday, I received a Statement of Credit Denial from Nationwide CAC LLC, ***************************************************************************************** stating We regret we are unable to approve your application.Then after several days, I received an invoice for $340.84 from *****************************, whom I never heard of. I received nothing else from them. I expected to be told the stated interest rate and the APR, the term of the loan, the number of payments, how they had the authority to give me a loan that I did not apply for etc. I never received that information. I was afraid to call them because it seemed like a scam and fraud. And because we were defrauded by the car dealer Capital Auto Finance, to begin with. My income is solely from Soc Sec and a tiny pension. It adds up to $2,238 per month. ***************** Corporations invoice says **********************************************. ***************** **************. Insurance Proof Fax: ************** Background info:On June 10, 2022, we bought a lemon 2011 Chevrolet Equinox from Capital Auto Finance at ************************************************************ for my lady friend so that she could go to work. We told all that to the dealer. ****, the dealers finance manager, dealt with my lady friend (whom we shall call G). He handed the keys to her. I never had the keys in my hands, even though I was the only person that he asked to sign any papers. I am 80. **** doesn't even know her name or where she lives, yet he handed the keys to her and told us that he was giving a 6 mo. warranty. He knows her phone number because it is my ******* ************

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17749331
  I am rejecting this response because

  Complaint:17749331  My response to Capital Auto Finances response to BBB:
  Capital Auto Finance only addresses financing.  I am rejecting this response of theirs because Capital Auto Finance does not even admit that I went to Capital Auto Finance to purchase a car for my friend.  They told me to lie that I was not buying it for someone else in the phone interview with whoever that was (finance company or insurance company conducting the phone interview). They do not even admit that I was told on the phone that they do in house financing and I would not have to go through a credit check.  I was told that all I would have to do is give $800 down payment and my info.  They deceived me.  Isnt that fraud.  That statement to me on the phone that Capital Auto Finance does in house financing is the reason that my friend and I went to that particular car dealer. I told them that I have bad credit and my credit rating is 513.  **** said dont worry about it.  That deception and fraud is additional reason why I don't want to talk with them.  A lawyer told me that Capital Auto Finance should put everything in writing; and I should not do anything verbally with them.
  Capital Auto Finance does not address the problem of Capital Auto Finance selling us a horrible, extremely ***** underneath, unsafe, dangerous, probably from a flood lemon of a car (per a few different mechanics assessments).  The mechanics said that the car should not have been sold as a good car or SUV; and it probably does not have a good title.  Capital Auto Finance did not offer any refund in their response to BBB.  I dont have the vehicle because **** handed the keys to my friend.  She said the vehicle is hers.  I never had the keys in my hands, because **** handed her the keys after he did all the discussions with her.  She told **** (and his assistant and me) that she had to have a car to go to work.   I dont know where the 2011 Chevrolet Equinox is.  She told ****, and his assistant, and me, that she was going to make the payments for the financing and the insurance that **** arranged with his friend, **************************   Etc..  BBB, You don't give me enough time to write.
  Sincerely,
  
  *****************************
  
  

   

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

  Business Response

  Date: 09/23/2022

  Hello this is my final response. We have video footage of you signing the documents and agreeing to the terms of the loan. You have never came back to the dealer after you purchased the vehicle. 

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17749331   My response to Capital Auto Finance car dealer at *********************************************************. 60455           September 23, 2022
  
  I am rejecting this response because: One primary complaint is that they sold us a unsafe, dangerous, unfit to be sold vehicle per auto mechanics who have inspected the vehicle.  **** put the keys in the hand of my friend, for whom I was buying the 2011 ***** Equinox, while telling her that it is a perfectly fine vehicle.  After driving it away, she found many problems with the vehicle and was told the above by mechanics and others about it unfitness.

  
  Capital Auto Finance does not reply specifically to our specific items in our complaint.  Their obfuscation is reprehensible.  They should put their defenses, point by point,  in writing in a letter to me.  We will consult with the ******** Attorney General.

  They have never shared with me any details of the "in house financing" that they claim that they did. 
  Sincerely,
  
  *****************************