BBB Business Review

BBB Accredited Business since 02/10/1991

Caterpillar Financial Services Corporation

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Phone: (615) 341-1000Fax: (615) 341-85842120 W End Ave, NashvilleTN 37203-5251

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BBB Accreditation

A BBB Accredited Business since 02/10/1991

BBB has determined that Caterpillar Financial Services Corporation 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 13 factors. Get the details about the factors considered.

Factors that raised Caterpillar Financial Services Corporation's rating 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.

Customer Complaints SummaryRead complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Caterpillar Financial Services Corporation

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
10/16/2013Problems with Product / Service | Read Complaint Details

I am the CFO and 1/3 owner of *** ********* On July 23, 2012 I completed a credit application on behalf of *** ******** ************ for ****** ********** a Caterpillar Dealer that covers most of Va. The final page of the application is titled "dealer credit application addendum". In the upper left hand corner of the addendum there are two check boxes, the check box for Caterpillar Financial Sevices and *** ********* ********* was checked. The second check box for Caterpillar AccessAccount Corporation (aka Cat Financial Commercial) was not checked. Since I have equipment financed with both Caterpillar Financial and *** I assumed that this information was simply being provided to them as an updated. I did not check off the box for the Caterpillar Access Account, nor did I complete the section of the addendum that requires Caterpillar Access Account applicants to identify authorized users. In short, I did not want to open a Cat Access Account. Later charges were placed on this account, an account that was never authorized to be opened, without any authorization whatsoever from *** ********* *** ******** has paid all of the principal amounts that were placed on this account, however, Cat Financial Commercial continues to pursue us for late fees and finance charges. *** ******** has refused to pay the late fees for two reasons. ***** ******** never completed an application for this account and therfore we have no contractual obligations to Cat Financial Commercial. 2) No authorized users were ever identified by *** ********* therefore it is impossible that the principal charges to the account were ever authorized.

Desired Settlement
All fees and charges of any nature or any kind need to go away as if they never existed. Stop these deceptive practices. Call off the collection agency. Reimburse *** ******** $1250 for the time and effort we have spent on this issue.

Business Response
Caterpillar Financial Commercial Account is dedicated to fast and fair resolution of any customer issues.
We communicated with Mr. ******** directly and amicably resolved the dispute on September 20, 2013. While acknowledging we may disagree on the situation that led to the dispute, an email sent by Mr ******** on Friday, September 20, 2013 at 2:43 PM concluded: "I agree to closing the account (of course I do because I never wanted this account in the first place). As the Better Business Bureau and Consumer Financial Protection Bureau complaints run their due course, I will report the situations as resolved."

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept resolution of this situation, however, it is disappointing that Caterpillar Financial Commercial continues to deny any wrong doing. They opened an account and applied charges to that account without any form of authorization.

Additional Information

BBB file opened: 12/12/1991Business started: 09/23/1991
Contact Information
Principal: Mr Kent Adams (President)Mr. Jim Owens (CEO)
Business Category

Leasing Service, Financial Services

Products & Services

The company offers financial services to compliment its line
of heavy and light duty equipment sales.

Map & Directions

Map & Directions

Address for Caterpillar Financial Services Corporation

2120 W End Ave

Nashville, TN 37203-5251

To | From


2 Locations

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in 45 counties in MiddleTennessee and Southern Kentucky. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Caterpillar Financial Services Corporation is in this range.


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
  • Delivery
  • 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 company within two business days. The company 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 company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.


BBB began including complaint response text in BBB Business Reviews on July 1, 2013. BBB reports the complaint response text for all reportable complaints against a business that are received electronically.


Industry Tips for Leasing Service


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BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

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BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.


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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.