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:05/09/2025

  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 was contacted in July 2024 about a loan I had on an RV that I had defaulted on by someone named *******. I told him I wanted them to come get the rv and he said I wanted to make a settlement offer. I listened and I took the settlement. I paid 5000$ to settle and I owned the rv. Now the original finance company has contacted stating that they did not make the offer nor receive that money. I have my bank statement showing capital processing ************ when I call that number it states to leave message. This place robbed me

  Business Response

  Date: 05/12/2025

  Good Day. 

  We are in receipt of the complaint submitted to the BBB by ******* ******.  After our review, that the consumer is not a customer of ours, the phone number listed in the complaint is not ours,and that we understand that the phone number listed in the complaint *************) belongs to a company called Capital Processing Management out of FL.

  Please update our account to remove this complaint from our account. 

  Thank you, 

  Sommer L. Sheets 

• Initial Complaint

  Date:10/24/2024

  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.

  Final payment due to service department for new transmission that was approved by Capital Processing Systems

  Business Response

  Date: 11/04/2024

  There appears to have been several unfortunate breakdowns in communication which caused an unreasonable delay in the repair of Mr. ******* vehicle. Despite the various issues involved, we have agreed to pay all the invoices submitted by Ourisman of Manassas for the repair on the transmission of Mr. ******* vehicle.  Mr. ****** picked up his vehicle on Saturday, November 2nd. We do hope the situation is now satisfactorily resolved. 
  

  Customer Answer

  Date: 11/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/25/2024

  Type:Sales and Advertising 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 was contacted by phone on March 13, 2024 from a ******************** claiming to be from **************** Services, a group of attorneys handling legal matters in Montgomery County courts. He stated that I had been added to a credit card held by my ex-husband, who has since defaulted on the credit card, and the bank would be filing a lawsuit against us both. I was offered to pay half the settlement amount and I would be excluded from the lawsuit. I paid the amount via credit card, but no lawsuit has been filed against ****************** per ******************************. In further research I find that the charge was processed by a car warranty company, not a legal group. I believe I have been scammed by this company.

  Business Response

  Date: 06/25/2024

  Capital Processing Systems (CPS) has no knowledge, affiliation or information about any of the events and actions described in the complaint and believes that the complaint against the company was submitted either in error or based on false information. We hope this resolves the issue.

  Customer Answer

  Date: 06/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. My credit card shows information for your company in the description field. Your response leads me to the conclusion that I was indeed scammed. I have filed a dispute with my credit card company. Appreciate your prompt response. 
  
  Thank you. 
  

• Initial Complaint

  Date:06/13/2024

  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 an extended warranty through ******** Buick GMC 9/15/2021 (EXT_VSA00322485) for $2,500. The vehicle is still within warranty date/mileage. I dropped the vehicle off on 6/10/24 at a certified **** dealership (**************) The dealership attempted to file a claim as the warranty paperwork stated to do. The service advisor was informed they dont do that over the phone. She submitted the claim with documentation on 6/11/24 for issues found that are covered under warranty. She didnt receive a response until 6/12 asking questions to which she answered in detail. She stated it was back and forth with questions all day and she wasnt allowed to talk to someone over the phone. I have been without a vehicle for 4 days now. I am a special needs parent and work full time. I need my vehicle fixed and ready by Saturday 6/15/24. I have the highest tiered coverage and cant even seem to get a rental coverage from the warranty company even though it states it is covered. I will be contacting the purchasing dealer for a refund on the warranty if this does not get resolved. I payed a lot of money for this warranty. It seems as though the warranty company doesnt care that the issues with my car are due to suspension issues and basically make my car unsafe to drive with children in the car. They would rather drag their feet on something that is covered and giving the service **** at ************** the runaround when they have to parts on hand to fix all issues detected with my car.

  Business Response

  Date: 06/25/2024

  On 6/12/2024 at 7:38 AM, Capital Processing Systems  (CPS) received a claim on the 2015 **** Explorer owned by ****************. Two minutes later CPS sent an email to ********* **** requesting diagnostic clarification. CPS did not receive clarification on the diagnosis until June 13th at 2:29 PM at which time the claim was authorized. One component of the original claim was declined because it was not covered by the contract. We understand the situation is now resolved. 

• Initial Complaint

  Date:03/28/2024

  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 recently acquired a 2020 ***** Silverado on October 28, 2023, choosing the Coverage II extended warranty through your esteemed company, Capital Processing System. I am reaching out to address a matter regarding a warranty claim for our vehicle. On March 6, 2024, during a routine service visit for an AC system check at our local GM Garage, a technician identified a slight ticking noise and noted low oil pressure in our truck. Following protocol, I provided the technician with my warranty information, and we were advised to initiate the claim process.Subsequently, the service department conducted diagnostics, leading to the removal of the cylinder head for a thorough inspection. Upon examination, it was determined that the lifters required replacement, with no observable damage to the cam or push rods, indicating the issue solely pertained to the lifters. It's worth noting that the failure of lifters, being a mechanical component, often lacks overt visual cues, and detection typically occurs when they malfunction or inflict damage to the engine. Attached to this correspondence is a GM Service Bulletin dated 12/22/23, numbered #**-NA-218, explicitly addressing engine ticking noises. This document underscores the necessity of replacing lifters when encountering such symptoms, emphasizing proactive maintenance to mitigate potential damage.Regrettably, our claim has been denied by Capital Processing System on the grounds of insufficient evidence demonstrating a definitive failure of the part in question. However, in light of the aforementioned GM Service Bulletin and the professional assessment conducted by certified technicians, it is evident that the recommended course of action aligns with our circumstances. Capital Processing System denied the claim and is not willing to work with me on the situation. The vehicle diagnostics was completed by a certified GM tech and if reassemble it is evident that more damage will occur. I just want the vehicle fixed. Help!!!

  Business Response

  Date: 04/05/2024

  On 10/28/2023 **************** purchased a 2020 Chevrolet Silverado with ****** miles on the odometer and a Coverage Level II VSA (number: EXT_VSA00550231).
  **************** stated that on 03/06/2024 during a routine service visit for an AC system check at the local GM Garage, a technician identified a slight ticking noise and noted low oil pressure in the vehicle.
  Subsequently, the service department conducted diagnostics, leading to the removal of the cylinder head for a thorough inspection. Upon examination, it was determined that the lifters required replacement.
  We maintain that according to the terms and conditions of the agreement, the customer did not follow protocol: we had received no communication prior to the engine being taken apart, and the failure could not be verified to a third-party, independent inspection agency, which would be a necessary precondition for an approval of the repair, specifically:
   This Agreement does NOT provide coverage under any of the following circumstances/conditions:
  Number 8. Any repair(s) and/or replacement(s) not authorized by Us prior to the commencement of any repair(s) or for loss, damage or expense arising from or incurred in connection with repairs performed without receipt of prior authorization from Us, unless the repair or replacement was performed outside of Our business hours and the repair is determined by Us to be coverable under the definition of Emergency Repair.
  Number 26. Any breakdown occurring before the VEHICLE PURCHASE DATE or any breakdown caused by an adverse mechanical condition that within reasonable probability existed prior to the VEHICLE PURCHASE DATE or any breakdown that occurs after the Term and Mileage Limits indicated on the Schedule have been reached. Any breakdown if the information provided by You or the repair facility cannot be verified as accurate or is found to be deceptively inaccurate.
  Therefore, in accordance with the terms and conditions of the Agreement, the claim could not be approved.

  Customer Answer

  Date: 04/05/2024

  I am rejecting this response because the company has been inconsistent with its reasons for not approving the claim, initially citing lack of evidence of a part failure and later attributing it to protocol non-compliance. Furthermore, despite the request for a refund and cancellation of the policy, the company directed the us to the dealership's accounting department without issuing a refund. Therefore, the i request that the warranty be canceled and the original payment refunded to resolve this issue.

  I shouldn't have to go through the dealership to cancel a policy or Warranty.

  Thanks 

  Business Response

  Date: 04/23/2024

  The rejection of the answer was reviewed; the consumer was contacted in person and offered a complete explanation of the situation as well as an appropriate resolution. The consumer confirmed that the resolution is acceptable and that the matter is regarded as closed and finalized.

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair 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.

  On 10/23/2023 I helped my grandson purchased a 2017 ***** truck from *********** Trucks ******************************* *********** ,**** *****. Purchase price was $42,900.00with the extended warranty agreement $2695.00 about two days later through several codes which place truck in limp mode.restricting driving ability of truck. Contacted warranty company was told to take to any dealership of my choice. Took to ************************* Cheverolet of ********, ******************************************************* was diagnosis result sent to warranty company at which time they said it would not be covered due to it being pre-existing. Even though no codes were thrown until days after purchase. Contacted *********** Trucks ******************************* *********** **** ***** they sent ** to their mechanic which they inform me that it was a warranty issue. We cannot get *********** Trucks nor warranty company to fix the issue with truck.

  Business Response

  Date: 01/04/2024

  ************ purchased a 2017 Chevrolet Silverado K2500 from Chillicothe Truck on 10/23/2023, at which time he also purchased a Coverage Level II *************** Agreement. This coverage is a stated coverage contract listing each covered part.
  
  ************ stated that on or about 10/25/2023, he began to experience operating issues and took his truck to ************************* Chevrolet. The ************************* **************************** indicated that the vehicle was leaking coolant from the thermostat housing, that the reductant heater was not functioning, and that both conditions had existed for an extended period of time.  
  Unfortunately, neither of these parts is listed as covered under Coverage II, which ************ purchased.
  
  Page 4 SECTION SEVEN-What does this Agreement not cover?
  PARTS, SERVICES AND CHARGES NOT COVERED
  This Agreement does NOT provide coverage for any of the following parts, services or charges:
  Any part not listed or described in SECTION TWO-What parts does this Agreement cover?
  In addition, on page 6, Item 26. Any breakdown occurring before the VEHICLE PURCHASE DATE or any breakdown caused by an adverse mechanical condition that within reasonable probability existed prior to the VEHICLE PURCHASE DATE .
  Therefore, in accordance with the terms and conditions of the Agreement, the claim could not be approved. Today, Jan 4th,we reached out to the selling dealer, Chillicothe Truck, and were informed that they repaired the vehicle at no cost to the customer and are continuing to assist the co-owners, ******************* and ***************************, with some additional problems.
  
  Sincerely,
  Capital Processing Systems, Inc.
  Email: ***************************************
  

  Customer Answer

  Date: 01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:11/27/2023

  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 purchased a 2016 **** Escape (B86778) June 2021, I opted for the the Extended Warranty. I took the vehicle to the **** dealer ship in September due to it smoking at start up and the check engine light came on. I was told by the dealership that coolant was leaking in to cylinder #4 causing a misfire and that the engine would have to be replaced costing around $10000.00. The dealership turned in the claim to Capital Processing. They said they needed my oil change record from ***** ***** Lube. I submitted the receipts. They denied the claim because the ************ had not been recorded by the technician. The issue of the coolant leaking into the cylinder head is a know issue with the 1.6 Ecoboost engines. They refuse to cover this claim solely for this reason. It doesn't appear that they ever intended to consider the claim and that I purchased a warranty that would never be upheld. I would like to see the repair made and for Capital to back the product that they sold. I have tried to contact Capital but they seem unwilling to work with me.

  Business Response

  Date: 12/01/2023

  Please see attached pdf. file. 

  Thank you,
  

  Capital Processing Systems, Inc. 

  Business Response

  Date: 12/04/2023

  Please see attached pdf file with our response. 

  Sincerely, 

  Capital Processing Systems, Inc. 

   

• Initial Complaint

  Date:10/25/2023

  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.

  We bought our 2015 Acura TLX in May 2017 from ***************. We purchased an extended warranty from Capital Protection Plan for $1557 to cover up to 96 months or ******* miles. Our current car has approximately ****** miles. We went on vacation and the car started coasting. We pulled off to the side and all these codes went off. We called the local Acura dealership (******************) and took it in. They said it was a code for a transmission issue. They said we already had the updated and it needed replaced and we only saw it in long car rides. He cleared the code and kept a print out. The dealer and us tried to contact the extended warranty to pay for the repair and they refused because codes were clear. Its not our fault code was cleared. We took it to a reputable dealer and paid for this warranty and it is completely worthless. We just want them to cover the cost of the repair as recommended by the reputable dealership.

  Business Response

  Date: 10/31/2023

  To: BBB of Southern Piedmont and Western ****
  Re:complaint #********
  October 31, 2023
  *************************** is the holder of a vehicle service contract #*****8611 dated 05/19/2017 for his 2015 Acura. The contract covers certain components of the vehicle and is subject to the terms and conditions of the agreement.
  On October 20, 2023 *************************** drove the vehicle to the ****************** repair center. He stated there were multiple warning lights on the dash, and the vehicle had shifting problems.
  ****************** performed an inspection,reset of the codes, and took the vehicle for a 4-mile road test. The technician could not reproduce the codes or experience any shifting issues.
  
  We, Capital Processing Systems,requested a third-party inspection to assist in the verification of the issue. The following is excerpted from the inspection report on 10/23/2023:
  
  SHOP CLEARED CODES, ********* OUT WITH P0735 - FIFTH GEAR RATIO ERROR, P0716 -INPUT/TURBINE SPEED SENSOR CIRCUIT RANGE/PERFORMANCE AND P0700 - TCM REQUEST CHECK ENGINE LIGHT. TSB ****** CALLS FOR SOFTWARE UPDATE WITH THESE CODES.UPDATE PERFORMED. NO LEAKS, NO IMPACT. ROAD TESTED FOR FOUR MILES,
  
  NO ISSUES AT THIS TIME. TECH STATED VEHICLE NEEDS TO BE DRIVEN FOR AN EXTENDED PERIOD OF TIME TO HAVE CODES RETURN.
  
  According to the service agreement terms, page 4 Definitions:
  
  Breakdown or Mechanical Failure-means the failure of an original or replacement part, covered by this Agreement, to perform its function as it was originally designed to work in normal service with required maintenance due to material failure or defects in workmanship and outside the manufacturers tolerance.
  
  Since no failure was demonstrated, there is no claim to cover. However, if ************** can arrange for further diagnosis to demonstrate a failure, we will be happy to reopen the claim.
  
  
  Sincerely,
  Capital Processing Systems, Inc. 

• Initial Complaint

  Date:12/19/2022

  Type:Sales and Advertising 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.

  My 2018 Jeep renegade has been in shop for 2 months with sunroof stuck open. Had many struggles with trying to order and receive clips that were broken. **************** stated to shop that this was covered under warranty other than my deductible. Now that it is fixed they will only pay a partial! Dispute is over hrs. Shop has already tried working with them by not charging for them to remove ******* and take apart and then put it all back together. Shop wants to meet in middle at 11 hrs but warranty wont respond. They only want to pay 7.9! That would work if they just had to replace the whole thing but had to tear it all apart to change clips and then put all parts back together. I paid $4500 for extended warranty 5 months ago and my car has been in shop for 2 whole months. So I feel warranty needs to hold up on their part. I didnt even get a rental car so that saved warranty some money! I dont feel I should owe anything. PLEASE HELP

  Business Response

  Date: 12/21/2022

  On June 27th, 2022, ************** purchased a 2018 Jeep Renegade VIN *********** H50337 with ****** miles on the odometer at time of purchase.  Additionally, ************** purchased Capital Processing Systems, Inc. (CPS) *************** Agreement *************** for $2495.00 covering specified parts of the vehicle subject to the terms and conditions of the agreement.
  On 10/26/2022 a repair order was opened on Ms. ****** vehicle at her chosen repair facility, ********************** (Consolidated).Four weeks later, on 11/22/2022 at 3:**** the repair facility contacted CPS.This delay in the repair process, though unfortunate for **************, was not caused by CPS. The same day the claim was called in to CPS, in accordance with the terms and conditions of the vehicle service agreement purchased by *************, CPS ordered an independent third-party inspection to verify the cause of failure. Given the holiday weekend, the inspection report was received by CPS on 11/28/2022. After the inspection CPS authorized payment for the claim in the amount of $1187.00. less a $100.00 deductible, in accordance with the terms and conditions of the agreement. An additional delay in the repair occurred due to a parts backorder, again unfortunate, however not caused by CPS.
  CPS normally pays repair facilities by credit card in order to expedite the return of the vehicle to the contract holder. In this case the repair facility requested payment by check. Upon receipt of the completed repair order/invoice from the repair facility, CPS issued a claims payment check to Consolidated in the amount of $1087.00 in accordance with the prior authorization. Subsequently on 12/15/2022 CPS received an updated invoice from Consolidated in the amount of $1646.00.
   CPS has issued a supplemental check in the amount of $559.00 as payment in full. Additionally,CPS has made arrangements with Consolidated for them to release the vehicle to ************** without waiting for receipt of the check.