BBB Accredited Business since
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Request a Quote
A BBB Accredited Business since
BBB has determined that First Capital Bank of Kentucky meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for First Capital Bank of Kentucky include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. H. David Hale, CEO Mr. Jerry Blevins, Executive Vice President Ms. Connie Hunt, Controller
13704 Shelbyville Road
Louisville, KY 40245 (502) 891-0100 Directions
2735 Bardstown Road
Louisville, KY 40205 Directions
2862 Frankfort Avenue
Louisville, KY 40206 (502) 894-2380 Directions
293 North Hubbards Lane
Louisville, KY 40207 (502) 891-1989 (502) 895-5040 Directions
6512 Bardstown Road
Louisville, KY 40291 (502) 891-3599 Directions
P O Box 6898
Louisville, KY 40207
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known significant government actions involving business' marketplace conduct.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (502) 891-1989(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
Read Complaint Details
Complaint: The above "nature of complaint" is not totally appropriate but I could not find a category that was more descriptive. I cancelled my application for the refinancing my home mortgage on Feb, 29,2012 because First Capital Bank of KY continued to ask for additional personal and invasive information after I had supplied all basic financial information beginning Dec. 31, 2011. My credit rating at the time was approximately 820 (which of course is excellent) and I had about 44% equity in my property. I was only seeking a lower the mortgage interest rate which was advertised by First Capital at 4%. I also closed my checking account at the bank because of the poor communications I was experiencing with the bank. On April 10, 2012, I received notice from First Capital Bank of Kentucky that my Credit request had been denied for "insufficient funds to close the loan" and "other" factors. A copy of said denial was sent to the FDIC Consumer Repsonse Center in Kansas City, KS. First Capital had not asked me for additional Funds and I had already paid for the property appraisal. Since I no longer wanted to do business with First Capital Bank of Kentucky (my decision) there should have been no reason to issue a denial document.
Desired Settlement: First Capital Bank of Bank of Kentucky should correct any and all data base in-puts that might cause my CREDIT SCORE to decrease--or that might reflect adversely on me personally or financially. Copies of said corrections should be sent to me.
The Bank has received your letter expressing dissatisfaction with your mortgage loan refinance with us. I have reviewed your application file and the statements made in the above referenced letter and offer the following in response.
Your letter indicates that you withdrew your application for refinancing on February 29"‘. However, the documentation in your file indicates that on this date you discussed with Ms. ******** ****** the fact that you would not provide any further financial information for the Bank to consider in underwriting your loan request and that if the bank needed to do so we should deny your request At no time during this conversation with Ms. ****** did you expressly withdraw your request for credit.
The bank statements that you had provided were altered in that “White-Out” was used on the statements concealing account numbers and other information. Altered documents are not acceptable in underwriting a loan request and you were asked to provide bank statements. When you refused to provide the requested information, the bank was only able to underwrite your request based on the information you had provided. This documentation failed to prove that you had acceptable funds available to close your loan. On April 6"‘, First Capital Bank mailed to you a Statement of Credit Denial as is required by law based on the circumstances.
First Capital Bank regrets that your experience with us was not up to your expectations. Today, financial institutions are required to underwrite loan requests more cautiously than in the past, which is perhaps the reason why our requests for information seemed an invasion of your privacy and different than your past loan experiences with other institutions. Be assured that the denial of your credit request will not effect your credit score. The Statement of Credit Denial was only sent to you, so no retraction with the FDIC or any credit rating bureau is necessary.
***** ** ***
Vice President Internal Audit & Compliance
The responder to my complaint was not present during the business transaction in question. Therefore, the responder is relying on information from a single, non-verifiable source. In addition, the response is inconsistent and in conflict with the actions that took place: obviously, if I had wanted to continue the mortgage application process, I would have provided the information requested.
Nevertheless, since my credit rating is not impacted by the transaction, I find the response made by the business in reference to my complaint, ID 8989079, to be satisfactory and consider the complaint resolved.
BBB's Final Determination: Consumer accepted resolution offered by the business.