Complaints

This profile includes complaints for Hometowne Capital's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hometowne Capital

  4017 Central Pike Hermitage, TN 37076-3156

• 

  Hometowne Capital

  PO Box 100201 Nashville, TN 37224-0201

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:04/07/2025

  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.

  Since October of last year, Hometown Capital charged me an additional fee of $15 each month and my payment date has mysteriously changed each month. In October of last year, one of account managers told me they couldnt figure out why I was charged $15 because I didnt pay late and not to worry about it. Last week, the company changed its tune but wont tell me when I actually paid late! Essentially, the account managers made up a late fee and then have added six more late fees by changing the due date, which the company claims is allowed under the contract. Ive paid the late fees because they just keep adding up. However, I never made a late payment in the first place! Please review the attachment for proof. Again, account managers refuse to acknowledge any error. Most importantly, customer service/account managers are horrifically bad, belligerent, and masters of gas-lighting to hide their mistakes. Make no mistake, its systematic throughout all levels from front line to supervisors. Its obvious theyre trained in how to stop answering and start shutting down legitimate inquires with appropriate tone, etc. the supervisors clearly cover for the front line employees but then refuse to provide any further source of help beyond themselves effectively negating any meaningful resolution.

• Initial Complaint

  Date:01/27/2025

  Type:Customer Service 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.

  Hometowne Capital is in breach of contract. They are now refusing to communicate with me. I am under contact with the business for the lease purchase of an enclosed trailer used for my lawn care business. According to our contract they are responsible for repairs needed that are under warranty though the manufacturer and they are refusing to follow the terms of the contract. My trailer was purchased in April 2024. The trailer is unusable due to a malfunction of the trailers leaf spring which allows the trailer be moved and controls the tires. Since they are in violation of the contract I have requested to voluntarily surrender the Trailer and they are refusing to repossess the trailer and have threatened to take legal action against me. These issues have been occurring since early December 2024. Hometowne Capital is demanding I personally pay the cost to have the trailer moved to a location of their choosing to have the trailer inspected although the trailer is immovable. They are also demanding that I personally pay to surrender the trailer. They verbally informed me that they would be sending a mobile mechanic which never occurred. All phone contact has been recorded.

• Initial Complaint

  Date:12/12/2024

  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.

  Hometown capital has the communication skills of a small Child. I made my first payment to them, the second payment was not due until 12/16, on 12/12 they reposes the trailer without notice

  Business Response

  Date: 12/13/2024

  This Customer "charged back" his initial payment that was made, leaving us without any payment.  Therefore, our trailer was repossessed.

• Initial Complaint

  Date:12/12/2024

  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.

  Returned a rent to own trailer on 11-13-24 before taking out the monthly payment due the 15th. Told the salesman that a direct withdraw would be coming out in a few days. He advised that he would contact Hometowne Capital that day and tell them it was returned. They pulled payment out the 15th. I figured I would just get refund. On the 12th of December I got a text saying they were going to pull another payment so I called them and advised I had returned the trailer last month and the salesman was calling in to stop payment and she told me that it was my responsibility and the sales teams never call in. I told her that was some tricky BS and she agreed. She then said she would call and verify that trailer was returned.

• Initial Complaint

  Date:10/14/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Got a trailer Monday October 7th, was told I had 6 months same as invoice price to buy it outright, decided that same Friday (4 days later) that I liked it wanted to buy it outright BUT I was told the price increased by over $1300 before taxes after I already put almost $900 down on it! I called Hometowne the following day (Saturday) and was told to return it on Monday and they would refund my down payment. Easy enough I thought. WRONG. Trailer was delivered back today, October 14th at about 9:15 this morning and now EVERYBODY involved says "Sorry about your luck, you aren't getting your down payment back even though our *** said it would be no problem." The trailer sat unused in my yard for less than a week and Hometowne pocketed almost $900 from me. This is a mega scam company and it is no wonder they are being sued everywhere.

  Business Response

  Date: 10/25/2024

  Hometowne does not offer any program that is "6 months same as invoice price to buy it outright."  Hometowne purchased the trailer as a Cash Buyer from the Dealer and entered into a Rental Purchase Agreement with the Customer at the same time.  The Rental Purchase Agreement offers a month-to-month rent.  It also offers an Early Purchase Option with a significant discount. All of this information was contained in the Agreement signed by the Customer.  There is no provision for a "60 Day Same as Invoice."  No one at Hometowne ever stated this to the Customer.  The Customer voluntarily surrendered the Trailer. 

  Customer Answer

  Date: 10/27/2024

   
  Complaint: 22421180
  
  I am rejecting this response because: ********************* with the dealer that sold me the trailer and represented it as six months same as cash with your rent to own financing. No contract was presented to me that stated otherwise until after a generic link requested an electronic signature and nearly $900 down payment. The trailer was surrendered in LESS THAN A WEEK and unused, after I discovered I had been scammed by your company. One of YOUR representatives advised me to return the trailer first thing Monday and I would be refunded my down payment. Phone calls are recorded but your company refused to listen to the conversation or honor that arrangement. YOU ARE SCAMMERS. Look at all the negative reviews and your "F" rating, you scam so many people i don't know how you sleep at night. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/19/2024

  Type:Order 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 contacted hometowne capital to payoff my contract with them for a trailer. I owe $678.75 on the trailer. Per our contract, a 40% discount is applied at payoff. When I attempted that on 7/19/2024. I was told the payoff is $499.00 which is less than the contracted 40%. I attempted to speak with a supervisor named ***** ( no other identifier ) who told me I had to pay $499.00 and not the $407.25 40% discount amount. The company has failed to honor their contract.

  Business Response

  Date: 07/19/2024

  ******************** complaint is mistaken.  As was explained to him during the call, he is past due on his account by 27 Days and his balance includes the past due amount and late fees.  His contract explains these additional charges very clearly.  This was also explained to him during his calls to our office by multiple Account Managers.  He did not accept this explanation and continued to argue  with each agent, telling agents they were wrong, and eventually hanging up on an Account Manager. The correct payoff--for today--is what he was quoted during his calls today.  I am not including the numbers or terms in this response due to privacy protections.

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22013259
  
  I am rejecting this response because: 

  neither agent explained anything, the only response given by each agent was your late and the full payoff amount includes your late payment. To which I again stated that 40% of the payoff balance was less than the amount given. Both agents I spoke with were rude, over talked me and kept saying $678.75 was balance on the account and the 40% payoff discount is calculated off that. Hometowne capital agents refused to try and work with me or to explain the higher amount. ***** the supervisor stopped speaking to/responding to me during the call and after several minutes of silence I did hang up. The second agent I spoke with after I received a message to call the company was also rude and hung up on me. These calls are recorded on both sides and I would suggest they review the recording before making slandering remarks. I do not believe this company has any intention to try to remedy the situation. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/01/2024

  To whom it may concern, 

  The day **************** called in to inquire about his payoff, Friday, July 19, he spoke with 2 of my agents over the phone. Both agents quoted his payoff & explained why it was different than what he expected it to be. The customer refused to listen & demanded that we close out the account for the amount he expected to pay. When he did not receive the answer he wanted, he took matters into his own hands to reach other members of the company in the attempt to get his way. Somehow he obtained an owners cell phone number which he called & left a voicemail on. He then went to our company website & directly emailed our Director of Sales. The email was then forwarded to me, the Director of ******************* I have attached this email communication between myself & **************** for reference.

  
  Thank you, 

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

• Initial Complaint

  Date:04/09/2024

  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 purchased a trailer 2-1-2024, we are now in April and I have tried to no avail to obtain registration and tag to the trailer. I havent been able to utilize it because its not properly registered. I have reached out to the company, and the selling lot and no one is returning my calls. I have to continue to make payments on something I can not utilize. I want the registration completed or I will be escalating this to the board. This company rating is 1.7 is very alarming

  Business Response

  Date: 04/09/2024

  A tag was mailed to this customer today.  In fact, this morning, she spoke with someone at our office. The customer's account is currently 8 days overdue.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21548712
  
  I am rejecting this response because: A payment has been processed. You can not hold registration and tag for payment even if they was the case. We are in month 3, several payments have been made. 
  
  Sincerely,
  
  **********************

  Business Response

  Date: 04/11/2024

  We did not hold the tag.  We were waiting on the dealer to send the required paperwork in so that we could apply for the tag.  Again, we received that information and applied for the tag on Monday.  It was received and sent out to you on April 9.  Thanks.

• Initial Complaint

  Date:02/28/2024

  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 leased a utility trailer through Hometowne Capital and was not made aware that I was required to get insurance and were under the impression that being a lease the property was covered under the 800/month payment. The trailer was later stolen from a family property, where weve never had theft issues, but it was supposed to be equipped with a GPS tracker. Contacted the recovery guys and they gave me the run around. The police report was filed, and they continue to harrasss me. I think they may be running some type of plot, because we werent told that we needed to get insurance, then to be stolen while secured with multiple locks and GPS tracking. They sent me a notice saying they are suing me, for the full balance. I only had trailer 2mo before mysteriously stolen.

• Initial Complaint

  Date:01/02/2024

  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.

  12/08/2023 I was approved for financing by hometown capital. I put $1400.00 down. 12/12/023 I was informed that a repo was placed and a driver was at the trailer location to repo trailer. Luckily the trailer was locked in a gate, I notified hometown capital and I was told that they made a mistake approving me for the rental and they should have not rented the trailer. Also there would be no refund of my $1400 because they rented to me before. which I returned rental because the dump trailer did not lift. So I am stuck holding a trailer that has no registration or tag basically useless and have to hire a attorney to get some sort of resolve for my money that I put down.

• Initial Complaint

  Date:09/17/2022

  Type:Product 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 made a payment agreement with my account manager in August where half of my contract payment would be taken out at the first of September. On September the 2nd $147.81 was taken out of my checking account. I was to pay the remaining amount of147.81 on the 14/15 of September 22 completing my payment of $321.12. When I checked my bank records on 9/16/2022 they had taken $321.12 out of my checking account. I called them to try to settle the dispute and the customer representative I spoke with said there was no record at all of me setting up this arrangement with my account manager, no notes of anything. She told me she could not refund the amount I over paid and I would need to call my account manager at the first of the week. Well, this is fine, but now my checking account is overdrawn because of their negligence, and I am stuck having to work all weekend with no money because their mistake. Now, I will be out another $30 ODF. This is not the first time I have had this issue with them. They are rude, and their attitudes are very unprofessional to their customers when you do have to call them. They can come get their merchandise for all I care at this point. This has caused me a major hardship and it needs to be made right ASAP. In my complaint I want it to be known that even if they do refund the amount they have overcharged me their business etiquette is as low as it gets. I hope other customers will read this be very leery about doing business with them as they obviously are there to just draw a check and nothing else.

  Customer Answer

  Date: 09/21/2022

  I spoke with my account manager on Monday September 19th, 2022. She stated per our conversation in August I had asked to pro-rate half of a payment for the month of September, meaning I would pay half of the total payment at the first of the month and then pay an entire payment on the original due date at the middle of the month. This is clearly not what I asked for. I even had her repeat what I had asked for to ensure she understood me. She repeated what I asked for and we agreed upon it. I told her I wanted to move my payment date from the first of the month to the middle of the month because this arrangement would work better for me. Once again, the arrangement we made was to pay half at the first of September and the remaining amount on the 15th. Now given this conversation, how would one take my original question of dividing one payment into half payments-to making an extra half payment at the first of Sept. and then making another whole payment at the middle of the month? There was nothing in our conversation which implied this. They offered to play back the message, but why would I want to listen to it when I know exactly what was said in our conversation in August and what the account manager and I agreed upon? They still insist I am wrong. **************** is in shambles with this company, not to mention, their professionalism is obsolete. They still need to make this right as they have caused me a huge financial inconvenience at their cost caused by their negligence.

  Customer Answer

  Date: 10/04/2022

  I have not heard from the company.

  Business Response

  Date: 10/05/2022

  We cannot, and will not, discuss specifics of a customer's account in a public forum, or with any other party other than the customer directly. We will simply state that we dispute ********************** statements in this Complaint, and we have reviewed the phone calls between our team members and ******************, which support our position. He has not been overcharged or had any payments drawn from his account without his permission.

  Customer Answer

  Date: 10/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's more than obvious there is not only a huge communication issue between my account manager and I; not to mention a HUGE comprehension issue which is not on my part. I would not be using the BBB to assist with my complaint had I agreed to the so-called agreement between myself and my account manager. No matter how you dissect the conversation we had it still comes down to the fact I CLEARLY asked to make half a payment on the date specified and the other half on the date agreed upon. How would you even gather in our conversation I had wanted to make a half of a payment and then another whole payment??? The whole reason I set this payment arrangement up was so that I could weigh out other expenses I had obligations to. If I had the finances to make a payment and half of another we wouldn't be having this conversation right now at all. I do NOT acceot this response. Since this is a buy here pay here deal Hometown Capital can make arrangements to come get their trailer. I will NOT be responsible for any expenses accrued in the seizure of it as they have an extra $120 of my money as it is.