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:06/27/2025

  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 missed a payment. Went and paid recent amount due and told them that I wouldn't be able to make another payment until July 3-4. I told a representative at ********** AND the sales rep at the actual dealership. They took 320 out of my account TODAY not the normal scheduled withdrawal date. I am pregnant and now my account is negative. I cant pay any of my billa now. I got no notification that this was going to happen. This is a shit company. The absolute worst. I wonder why they aren't BBB accredited! Very bad review I will never deal with this bullshit company in the future. Very bad business!!

  Business Response

  Date: 06/27/2025

  Thank you for allowing us to respond to this customer complaint.  After a full review of this account it shows this customer is enrolled in our automatic withdraw program.  This customer's payment was due/past due and the payment was automatically withdrawn.  A customer can cease the auto payment program at any time by writing into the finance company 14 days prior to a scheduled payment.  This is part of the agreement that is signed and agreed to when the customer signs up for auto payments.  In this case the customer failed to give us proper notice to stop the payment from being processed.  We are more than happy to discuss the situation with the customer if they call in to Capital Auto Credit at ************.  

• Initial Complaint

  Date:02/13/2025

  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.

  I have been looking for help on getting my payments back up to date so we don’t loose the car as we had a hardship and not getting help.

  Business Response

  Date: 02/13/2025

  Thank you for allowing us to respond to this customer complaint.  We would be more than happy to discuss our policies and procedures that allow us to help customers that have ran into personal hardships.  I hope the customer can understand that we are a business so we can't just "help" everyone that has a hardship but we definitely do our best.  That being said, we have reached out to this customer many times via phone with no success of getting hold of them.  Please call in to Capital Auto Credit at ************ to discuss.

  Customer Answer

  Date: 02/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have spoke with ******* a couple times there and informed him that my bank has sent a check out to them for 290.00 on the 5th and told him they sent it to the P.O. Box in alpha. However, he stated he would need to look into this and call me back and I have not heard from him. I got a call yesterday from a lady that is threatening to sue me for the car and payments from them. I have tried to attached the screenshot of the amount and info of the check being sent out but it won’t let me add it. Also they can blow up emails to customers but will never answer an email back or give anyone another email address to work/send info to. I work during the day and can’t answer my phone.
  
  
  
  Sincerely,
  
  
  
  ******* ***

  Business Response

  Date: 02/13/2025

  We are rejecting this response because:

  This account is not only past due but is lacking proper insurance coverage as well.  We will not be able to go above and beyond to help the customer with the personal hardship they are experiencing without a phone call and a conversation with an account supervisor.  Please make time to call us at ************ so we can advise you of what we can and can't do to help.  

  Customer Answer

  Date: 02/14/2025

  
  
  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.
  
  

  Lisa with capital auto was very very helpful! the company and her helped me tremendously today and I would definitely give them a  ?? up. Thank you Lisa and Capital Auto!

  
  
  Sincerely,
  
  
  
  ******* ***

• Initial Complaint

  Date:11/01/2024

  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.

  My car was repossessed about a year ago. I called several times to find out where the car was to either pay to get it back or at least get my belongings out of the vehicle. Placed on hold several times and nobody could get me any information. Now, almost a year later, I fund out they are suing me, for what, I don't know yet. But this is by far the worst company I've ever dealt with. I'm an army vet, full time single father and now work for the state and they still refuse to work with me at all. OK, I'm going to play your game.

  Business Response

  Date: 11/02/2024

  Thank you for allowing us the opportunity to respond to Mr. ******** complaint.  Mr. ****** purchased a vehicle 5/30/23 and was in default of his contract by 6/12/23 for non-payment.  Due to that the vehicle was repossessed.  The customer went through the redemption process and got his vehicle back.  During the next 6 months the customer ran into numerous hardships.  We attempted to help him with an account amendment to get him back on his proper pay schedule and we granted an extension on a payment.  Keep in mind contractually we are not obligated to do any of that.  By 12/18/23 Mr. ****** was in default for non payment and again was repossessed. On a second repossession the customer losses the right to redeem the vehicle.  Any personal belongs were avaible for pick up at Adesa Auto Auction in Franklin Ohio.  Certified letters explaining all of this were sent to Mr. ****** both times his vehicle was repossessed. 

  Customer Answer

  Date: 11/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  What am I being taken to court for? That is all I need to know now. As you stated, I lost the right to redeem. So how much am I being taken to court for now, a year later. There were no certified letters received as everyone involved knew I lost my home. That's one of the hardships you were referring to I'm sure. 

  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:09/24/2024

  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 and my wife spent our savings for a down payment for a 2014 GMC Terrain SUV from Trent Taulbee at the **** * ***** *** ******** ** ***** location. He made the sale easy and we waited and prayed as they approved us a loan. We had saved and been given donations from our friends, family and church to make the down payment. The first week of having the2014 GMC Terrain the engine blew. I almost lost my job because of no transportation. But I was taking my wife to her job as well and she wasn't lucky. They fixed the engine and we were on our way. But we had to pay the 500 deductible to get it back. Plus the payments. With her losing her job, having to provide for our sick, cancer recovering son, getting him to school they had the nerve to repo the SUV a day late because I get paid semi-weekly. I was left stranded with no way to work and no way to get my son back from school The school called CPS because no one arrived to pick him up. Now They are asking double the payment plus a 25.00 fee for the repo to get the SUV back. I had no way to get to work today. I called and the Credit/Services dept case manager **** *************) laughed at me and said if I don't pay then too bad. **** hung up on me. I couldn't afford my phone bill b/c of their fees and while I tried to call her back the phone shut off. I was again stuck at work. My son left at school. We have no phone, no car and these people laughed in our faces. All I want is my car back. I missed a day and they asked for DOUBLE plus 25.00 fee. I cried and cried and someone gave me a ride home from work. We've missed his cancer apts. I may be fired b/c I can't get to work in the morning. I'm going to try to find a way to call **** or Trent and beg to pay the last 500 I have to my name for the SUV back or I have no job, no rent, we can barely afford to feed this kid. I just want this resolved. Otherwise this is a SCAM!! Contact me and help me get to work. That's all I ask!!! ************ or ************!!

  Business Response

  Date: 09/24/2024

  Dear Mr. ******,

  This situation is not related to any scam. Having your engine repaired under warranty was a benefit, and we hope you view that as a positive outcome. While we understand the challenges you're facing, missed payments put anyone at risk of repossession. If transportation is crucial, timely payments are essential to prevent disruptions. Additionally, if you're in such a desperate situation, filing a formal complaint only complicates matters rather than helping resolve them. Capital Auto Credit has been in contact with you, and we are working to help reinstate your contract so you can get back on track.

  Sincerely,

  Capital Auto Credit

• Initial Complaint

  Date:08/19/2024

  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.

  This place is a scam I’ve done over paid they lied and said after a yr I can change my payments and that was a lie they keep trying to money out of my account when I asked them not to for a yr now

  Business Response

  Date: 08/19/2024

  Thank you for giving us the opportunity to respond to this customers complaint.  After a full review of this account we were able to verify that the customer was only charged what was signed and agreed upon on the Retail Installment Contract at the time of purchase.  As for the amendment of the account complaint, we do have a process here that we provide as a courtesy to customers that have changed jobs which sometimes comes with a pay date change.  We are more than happy to help the customer through this process if they want to call into Capital Auto Credit, LLC at *************  

• Initial Complaint

  Date:08/13/2024

  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.

  Capital Auto repossessed a vehicle from me and said they didn’t recover it. This resulted in my wages being garnished for a vehicle I no longer had in my possession that was a constant mechanical nightmare anyway. They send repo ppl that are very sneaky and don’t have any regard for the law and were caught on camera by the sheriffs office taking my car. Not towing it but physically driving it away. They are crooks and will stop at nothing to gain a profit.

  Business Response

  Date: 08/14/2024

  Thank you for allowing us the opportunity to respond to this customers complaint.  After a full review of this customers account it was determined that this customer's vehicle was never found or recovered. Therefore, the full outstanding loan balance was placed for deficiency for future garnishment of wages by our legal counsel.  

• Initial Complaint

  Date:07/22/2024

  Type:Customer Service 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 car was repossessed on 7/16/2024. I then paid off all the back balance along with all the fees to Capital Credit LLC which totally $1100 on 7/19/2024. I paid everything in Cash and now they will not release my car back to me. They keep giving me the run around of when I will be able to get my car back. They have only told me that my car is somewhere in Franklin Ohio but they will not give me the release information to be able to get my car back. I have 3 small children ages 2wks old 16months old and a 4yr old they have all my children’s car seats in my car that is why I rushed to get the payment taking care of but now can’t get my car or belongs back.

  Business Response

  Date: 07/24/2024

  Thank you for allowing us to respond to this customers complaint. Here at Capital Auto Credit we do understand any time a customers vehicle is repossessed it can create quite the inconvenience for the customer so we try our best to work the redemption process as quickly as possible. In this case, ** ***** paid to redeem the vehicle 7/19 which was a Friday.  By the following Tuesday 7/22, we had sent the release information to the auction to show the customer had exercised her redemption rights.  At this current point and time the customer has been advised she can set up appointment at her convenience with the Auction to pick up vehicle.  

• 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.

  It starts when I was sold the car. I never had a keyless start so I specifically asked the dealer what happens if my battery dies. She responded well you have the key right here and proceeds to show me how the key can come out of the fob. I’m like great. Fast forward to my BIRTHDAY my battery dies. I go to unlock my car door so I can jump it and my key doesn’t work for my car! I call the dealership all day where they refused to answer my calls and then finally do at then end of the day to tell me they are working on it. Never hear back. We call a tow truck, they can’t get into it either. We end up having to break the window to get in. I then have to replace window, battery, key resulting in a late payment to the company. They instantly send their repo man out. He hits the front of the vehicle with my husband and baby in it and then when my husband tries to pull off because a tow truck just aggressively came up and hit our car after being a week late, the two truck does it again. This time to the side of my vehicle where my baby was sitting. They refuse to take any responsibility because I was a week late on a payment. I still have to pay over 30k for the car! Now they want me to pay the deductible? I wasn’t even in the car! Their tow company can come pay this deductible and fix my car. I will continue telling anyone and everyone who asks me about it how it happened and where not to shop! I will NEVER buy another car again with a payment after these scumbags.

  Business Response

  Date: 04/10/2024

  Thank you for allowing us to respond to this customers complaint as we strive to provide excellent customer service to all of our customers.  As a lender of auto loans Capital Auto Credit doesn't get involved with repairs to customers vehicles, we simply loan individuals money to purchase vehicles they choose to purchase.  Therefore the key fob/battery issue has nothing to do with Capital Auto Credit, in fact it's the customers responsibility to fix/repair their vehicle AND keep car payments on time.  The customers complaint is correct, when she indicated her vehicle was sent out for repossession for non-payment.  A third party repossession company was hired to recover the collateral of the loan due to a breech the contract.  What exactly happened at the time of repossession we can't be 100% certain of because we weren't there.  After in-depth review of this customers account we found a police report in the files indicating the driver of the tow truck claims his vehicle was struck by the debtors vehicle not the other way around, therefor we believe it to be the customers responsibility to fix the damage.  

  Customer Answer

  Date: 04/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I would love to see the “damage” to the tow truck. Because it only ever hit my car. A police report is a statement from a party not the truth and because it was on private property they refused to participate. Please enlighten me how that makes a solid case for them? Your tow guy also busted my door off the henges and I had another police report filed for that because of how aggressive he was. Is that one included in the file? I would love to know how you justify one late payment to do all this. Let’s see how a judge feels 
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 04/10/2024

  We are sorry to hear the customer didn't accept the response to her complaint.  Again, the said damage to the vehicle was not caused by Capital Auto Credit.  It appears the customers complaint should be directed to the third-party towing company with whom they had this interaction with.  

• Initial Complaint

  Date:03/25/2024

  Type:Customer Service 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.

  Company sent a repo man to get my sons car because I made a comment “ I shouldn’t have to keep making payments on a car that is constantly having mechanical issues. I’ve put over 8000 into repairs. I have tried to reason with this company but they keep laughing and playing games. Not late on payment at all. Just bc the comment that is why they are doing this l.

  Business Response

  Date: 04/01/2024

  After an in depth review of this account the customers vehicle was repossessed for non-payment.  In fact, this is the second time the vehicle has been repossessed for non-payment within the first four month of this loans inception.  

  Customer Answer

  Date: 04/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this company repo the car the first time bc I refused to make the payment until the repairs were made and they repo from the mechanic shop after repairs were done and then charged me 100s of extra to get it back. The second repo was from the mechanics shop again bc it had more issues. The payment wasn’t late, they never tried calling or making any contact with me. They clearly told me the reason it was repossessed is bc I made a comment that I wasn’t going to make anymore payments. This statement is false and what I said is “why should I keep making payments on a car I can’t drive bc they sell lemons. If you look at multiple reviews, they have the same issues. The car is junk and they repo to get more money. They also repossess for no reason because they realize that there #Warranty is going to be paying out more and repairs and they’re actually gonna be making on the vehicle so that’s why they sell it at auction. Then they still come after the client for the extra money that was left over from the sale so they can recoup it without having to deal with the repair side. 
  this company scammed me and tons of other people. 

  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 04/01/2024

  Thank you for giving us the chance to respond to this customers complaint as there seems to be some confusion on the customer's end as to what our responsibilities are to her as the finance company.  Capital Auto Credit, LLC loaned  ****** ****** money to purchase a vehicle from Advantage Car & Credit for which she applied. As a lender, we do not provide warranties or service contracts on vehicles.  In fact we are not involved with the quality or run-ability of the vehicle at all.  The retail installment contract states it is the responsibility of the consumer to maintain their own vehicle and keep their payments current.  Any issues she had with the vehicle mechanically needed to be addressed with the dealership from whom she purchased the vehicle rather than the finance company for her car loan. This customer went past due multiple times and was repossessed twice within the first 4 months of this loan, both times due to non-payment.  We hope the customer has better luck in the future with vehicle purchases.

  Customer Answer

  Date: 04/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: capital auto credit is owned by the same person that owns the car dealership that I purchased my car from. They are sister companies, and under the same umbrella. So basically what happens is advantage, car and credit sells a lemon car and capital auto credit will finance it, and then turn around and repo it because there are too many repairs and they do not want to use their lifetime warranty as they say, they have to continue to do pay for repairs. 
  once they learn a vehicle has too many repairs, they will make up some fictitious reason to repo your car. Then they will sell it at auction and come after you for the remainder because they want to get out of paying for repairs. So when this company is cleaning, they do not have anything to do with the dealership. They are owned by the same person, and under the same umbrella, it would be at my vice stay away from this company in the scammers as they will do nothing but take every time you have, and then steal your car. As you can see I am not the only person they have done this to have multiple reviews for the exact same reason that I am standing here today. Maybe everybody needs to get together and do a class action lawsuit. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/11/2024

  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.

  Date of transactions: 12/17/23 & 1/8/24
  
  Ammounts: $240 each time totaling $480
  
  Nature of dispute: I allowed another person to use my card to make a car payment while they were switching banks over a year ago. That person asked them to come get the vehicle and to stop taking payments. They then took two payments from my card with out my knowlage or permission. The other person and I have called them several time over the last 2 weeks and nothing has been done. When I called I was told supervisors were "at lunch", "in meetings" and would "call me before the end of the day". I recieved no call. It's clear to me that they have no desire to solve this diapute with me and would continue to steal from me if i let them.

  Business Response

  Date: 01/15/2024

  ***** ******* is not a customer of Capital Auto Credit.  If his credit card was used mistakenly to pay for one of his friends car payments we would advise he disputes the charge with his banking institution. If there is anything else we can help with please contact Capital Auto Credit at ************.