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:01/26/2024

  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 bought this truck more like financed it thru this company when I first got the vehicle it came with a lot of issues leaks in the valve cover gasket the brakes and rotors were worn out less then half a month then since I've had it as well as other suspension issues I had dealt with not the first time ive had this issue as ive had previous issues with likes of ************** sold me a truck with issues they should have the vehicle checked before approving the finance this happens other with dealerships they do a poor job checking the anything before selling it????

  Business Response

  Date: 01/29/2024

  Hello ********,

  We are sorry to hear about your unfortunate experience with the truck you purchased. Unfortunately Capital Auto Loan is solely the finance company that services the loan. We are not the dealership that sold you the vehicle. The customer is accountable for selecting the vehicle they wish to purchase and requesting information about any maintenance history, mechanical issues, etc. from the dealership where they purchase the vehicle from. We are not able to provide any refund. We wish you the best.

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21206578
  
  I am rejecting this response because:reviews history and history of bad banks like this s******* people over like I was from them I will likely *** one or other 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/08/2024

  I am not satisfied and I will be taking action do a better job at helping customers not businesses who have screwed over a lot of people do better or I will take action????????

• Initial Complaint

  Date:11/20/2023

  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.

  I tried o fix this situation with the company sending them a goodwill letter explaining why I had two late payments but the answer was negative. Thi is affecting me a lot. I request what the law indicates.

  Business Response

  Date: 11/30/2023

  Capital Eleven Auto, LLC dba Capital Auto Loan (CAL) writes in response to the complaint and goodwill letter submitted to the Better Business Bureau by ****************************** ********* (Consumer).

  
  The Consumer has requested that CAL apply a goodwill adjustment to remove the late payment **** from [his] credit report. Notably, the Consumer does not (i) allege that the late payment **** was placed on his credit report in error; (ii) challenge the terms of or liability for the loan from CAL; or (iii) otherwise dispute the accuracy or completeness of the information that CAL furnished to the credit bureaus. Instead, the Consumer acknowledged that he made late payments.

  
  Even so, in response to the complaint, CAL investigated the Consumers payment history in good faith. CAL confirmed that it reported accurate and complete information regarding the Consumers loan and payment history.

  
  CAL expresses sympathy for the Consumer and his family regarding their medical emergencies, but because CAL is required by the Fair Credit Reporting Act to report complete and accurate credit history, it cannot honor the Consumers request for a goodwill adjustment. CAL is pleased to have worked with the Consumer through a difficult time and will continue to offer assistance to the Consumer should the need arise.

• Initial Complaint

  Date:09/01/2023

  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.

  During COVID-19 Capital One agreed to move two payments to the end of our car loan contract. They failed to do so and now are demanding those two payments plus two additional up front payments. All of this after reporting to them that someone in ******** obtained our personal information and removed $3,000 and left us with no money in our account. This creditor demanded a payment of $500 on 9-1-23 to avoid re-possession. When we called back to let them know we were about to tender the $500, they didnt even mention it and demanded a full monthly payment of $657 or the vehicle would be re-possessed. We ended up paying $350 today to try to avoid re-possession due to no fault of our own. Probably will not work.

  Business Response

  Date: 09/05/2023

  Hello,

  The consumer is not a customer of **********************. We are a regional lender out of *****. I believe this complaint needs to be redirected to Capital One Auto Finance. Have a great day!

• Initial Complaint

  Date:06/21/2023

  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.

  Hello, I am having a difficult time having the lien released from my vehicle. Capital, one did send me my title 10/6/2022, however, it was misplaced during my move. I reached out to capital, and they sent me a lien release letter. I received and sent to Arizona MVD. Arizona MVD sent the letter back informing me that I needed to send to ***** MVD. I paid $2, along with sending the ************** my personal information. Come to discover Capital one sent me a lien release letter for a whole different person and a different vehicle information based out of *****. I call Capital one again with my frustrations and they guaranteed to send me a new lien release letter. I sent the lien release letter to Arizona MVD. I was once again told that Capital One need to release this electronically, and then I can pay to have a copy sent to me. It has been almost a monthly and I still have not been able to transfer my plates from ******* to *******. I called Capital One today and all of a sudden, they are putting in a request to have the back office do a lien release electronically. I am tired of the back-and-forth laziness. I dont understand why they cannot follow Arizona MVD protocol and putting me the customer in the middle of this. I need ********************** One to release the lien on my vehicle. This Vehicle has bee paid off s***e 9/26/2022. This appears to me illegal. I am the owner of this vehicle now. ******* Lien -******************** Capital one auto finance *** PO BOX ***** **********, ** ***** ^ remains to be on my vehicle.

  Business Response

  Date: 06/22/2023

  Hello, 

  This complaint was intended for Capital One. Please redirect complaint to the appropriate company. 

  Thank you,

  Capital Auto Loan

• Initial Complaint

  Date:05/01/2023

  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.

  Purchased a new 2022 Yukon Denali for over 80k Have had issues with not starting, battery dead. Most recently its weekly. Have had it in multiple times. Changed battery and ran diagnostics. Yet it still happens. Obviously its something with electrical system draining the battery. Its getting close to being off warranty and I just want this resolved or covered by the lemon law. Its an 80k vehicle to have randomly not start almost weekly.

  Business Response

  Date: 05/01/2023

  Hello,

  This consumer is not a customer of **********************. Please redirect to the appropriate company. Thank you.

• Initial Complaint

  Date:04/24/2023

  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.

  In March 2023, I was granted a 2 month auto loan extension that moved 2 payments to the back of my loan term so that I could catch up. I was told that I would have to make one months payment of $310.08 by March 29th, 2023.I had made the required $310.08 payment on March 27th and then I was planning on making a regular payment in April and then again May so I would be caught up by June.On April 17th I made what I was thinking is my April payment of $310.08. Then I noticed that a payment of $620.16 had been submitted on April 15th. I called in to see if that extra $620.16 could be reversed or canceled because it was a huge mistake. Im disabled and I only receive $1,000 a month as income, so inadvertently having paid $930.24 this month was definitely a terrible mistake.I was told that I had 2 options:Have the $620.16 payment refunded (which is exactly what I needed) but then my new due date is April 25th, 2023. I asked why the $310.08 payment I made on April 17th couldnt be used as my April payment? He just said no they couldnt do that? So I would be receiving the accidentally paid $620.16 back, but would need to turn around on April 25th and pay $310.08 more? So altogether I would be paying $620.16 for the month of April? That doesnt make any sense.My other option was to have the $310.08 refunded, but this would move my next due date to June 25th? So with this option, I will still have paid $620.16 for the month of April, which is a double payment. However, I wont need to pay anything until June. That option might help me out in May, but Im still out $620.16 this month, over half of my only income as a single mom with no other resources.Why if I chose to have the entire $620.16 refunded would my new due date be April 25th and the $310.08 I paid on the 17th couldnt go towards that?? Why are they insisting that I pay double this month when I already have a loan extension in place that was supposed to help me with getting back on track!!!

  Business Response

  Date: 04/25/2023

  This is not a customer of **********************. I believe this complaint was intended for Capital One Auto Finance. Please redirect to the appropriate company. Thank you.

   

  Customer Answer

  Date: 04/25/2023

   
  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:01/23/2023

  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.

  Cap One Auto - is holding over $5,000 of my money on a paid off car and wont give it back or tell me where they have it. Three separate payments were made on my car loan between Dec 30 2022 and Jan 2 of 2023. For some unknown reason Cap 1 Auto REVERSED several payments, they claim they were never authorized by my bank to take the money, which isn't true....The reversed payments are NOT IN MY BANK ACCOUNTS - and they said I had to PROVE to them that I don't have the money before they will investigate - I have called numerus times and keep getting the run around: I must wait 5 business days to see if the money turns up etc. - NOW they are saying my car loan is LATE, I put in more money to try and keep the account current until we can get all of this cleared up and they even REVERSED that payment, but then the REAPPLIED that last payment but ONLY to the principal - and now they say the account is almost 30 days past due. I am trying to get them to re-allocate that lasty payment so at least it wont show late but they said that could take 5 days to fix......in the mean time....more interest is being charged to me and they STILL WONT TELL ME WHERE my money is, my banks said that I have to solve this through CAP 1 Auto since THEY HAVE my money - I cant get anyone who understands English or is willing to help and every time i do call, I have to explain my situation all over again. I was given a 800 number to fax to but now after two faxes, still no response. My local Cap One Auto number constantly rings busy

  Business Response

  Date: 01/23/2023

  This complaint was intended for Capital One, not Capital Auto Loan in *****. Please redirect to the appropriate company. Thank you!

• Initial Complaint

  Date:01/20/2023

  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 have requested for title Maintenance to send my BMV a authorization for a name change.The first person I spoke with told me they would send it and sent the same title to my address with no name change.Spoke to someone else who informed me that more information would be needed in order to get the change, keep in mind I found this out a week or two later after calling between Capitol one and my BMV and not getting anything sent. I faxed the info asked for twice with a confirmation and they claimed each time they never received it. I have recieved two tickets after 20 +years of never having a ticket. It's gotten so bad my husband had to call and asked for a manager, for which he was given a call back time to speak with one and he did call back they said the manager left. This is ridiculous for the past six years I have been constant with payments and will soon be done. The customer service and communication in Title maintenance socks and has turned me off from the company as a whole. It has been a complete month and still nothing.

  Business Response

  Date: 01/20/2023

  This complaint was intended for Capital One, not Capital Auto Loan. Please forward to the appropriate company.

   

  Thank you!

• Initial Complaint

  Date:11/19/2022

  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.

  Despite the loan being being paid in full, & despite MANY phone calls, **************** Capital ONE Auto Financing WILL NOT give me the title . So now I CANNOT trade the car in...It is account #************* for a ****** Highlander...I started this process in MAY 2022.

  Business Response

  Date: 11/19/2022

  This complaint was directed to Capital One, not Capital Auto Loan. Please forward to the appropriate company.

• Initial Complaint

  Date:08/30/2022

  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 am filing a complaint against Capital One Auto Finance. I received a letter on August 11th that stated I owed a total balance of *******. I paid that payment on August 12th. I spoke to a representative who stated that was the total amount due, and that my next payment would not be due until September 21st, 2022. On August 23rd, 2022 I received a text message from capital one stating that August ******* was late. I called, and was assured it was an error in their system that would be taken care of. I was told that partial of that payment was sent to my principal balance instead of covering the past due amount. I was assured again that my payment is not due until September 21, 2022. Today, August 30, 2022 I received another text message from capital one stating my account is past due and that late fees would occur. I called back again, and this time I was told an entirely different story and told that they don't know why someone (two separate people for that matter) would tell me something different. They told me it was because one of my May parents was returned, ( I paid two payments in May...one on May 16 that was received and one on May 24th that was returned). I paid that returned payment on June 4th. In August I received that letter...which if that excuse of the May payment was the issue; would have been documented and showing when I spoke to two different representatives (August 12 and August 23). This make absolutely no sense. I was assured the amount I paid was all that was due. To know be sent another message stating something entirely different is absolutely wrong. They have recorded audio messages from all past conversations.

  Business Response

  Date: 09/01/2022

  This complaint was intended for Capital One, not Capital Auto Loan.