Complaints

This profile includes complaints for Caprock Credit Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Caprock Credit Corporation

  1111 SW 18th Ave Amarillo, TX 79102-2634

  
• 

  Caprock Credit Corporation

  PO Box 2866 Amarillo, TX 79105

  

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:09/03/2024

  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.

  A payment arrangement was made because I was behind on my car payments. I woke up to find that I was double charged, and when I called to try and correct it, they told me that because I was already behind they couldn't refund the extra payment. A double charge was never part of any agreement.

  

  Business Response

  Date: 09/04/2024

  *******,

  On 7/8/24 you called and spoke to your account manager. You had informed her that you had started a new job, but then broke your ankle and were out of work for a month. At the time of this call she advised that the account was past due a total of $1587 (car/ins pmts). She agreed to help you, and put together a payment plan. This plan was for you to pay 3 consecutive payments of $215 (car/ins pmts) on 7/11, 7/25, and 8/8. After the 3rd payment on 8/8, she would then reschedule that $1587 past due amount to the end of the loan for you. This plan would have given you a fresh start, kept you from having to make extra payments, and start reporting your account current to Equifax/Experian again. You kept the arrangements for 7/11 and 7/25, but failed on the 8/8 payment. She tried calling/texting you several times in regards to the 8/8 payment between 8/8 and 8/30. Because the 8/8 payment was not completed, the plan she had in place for you was rescinded, and your account resumed the regular automatic payment schedule. On 8/30 your account processed 2 payments, of the 7 payments that were past due. Had you kept your arrangements, and/or communicated with your account manager, this would have been avoided. We are here to help you, and can still put another plan in place to help. Please give us a call.

• Initial Complaint

  Date:03/17/2023

  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 was a co-signer to a vehicle to a vehicle and the did a agreement of extantions to the loan with out my knowledge and got the payments lowered and they picked up the car not repossessed the car from a mechanic shop and I’m being penalized when I never agreed to an extension to the loan or agreed to lowering the payments and now it’s going against my credit and they are not going to help me with a new car because ******* ****** **** sr put an extension on the loan and got the payments lowered I was never advised to the adjustment or agreed to it

  

  Business Response

  Date: 03/20/2023

  *******,

  Although we cannot finance another car for you, we will agree to delete this account from your credit profile, so it will not negatively impact your credit. Please allow up to 90 days for the correction to be updated in Experian and Equifax. Please provide your e-mail address, and we can issue a letter of the correction for you to provide to future credit lenders.

   

• Initial Complaint

  Date:02/02/2023

  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.

  Bought a truck financed through Auto Sales and Finance. Picked up on a Saturday in August and the next day, it would not start. Called Auto Sales and Finance and they said that they would fix it. Even after it was fixed, it would leave me stranded. It would not start on some days and some days it would. It spent more time in the shop than with me. Used a trade in and was told that they would take care of the title transfer for it. Then I was told that I would have to pay for the title transfer and they held the truck hostage until I paid for it. (They had sold my trade in before the title was transferred over). After numerous times in the shop and leaving me stranded, I called and said that I would be bringing it back because I need a vehicle that will run. On Jan 7th, I checked my credit, and it showed that I was 60 days delinquent on my account for caprock credit and that I owed over $14,000. I called and was informed that it is a charge off and that is what I still owe. If you have the truck, how am I to owe another $14,000. I did not have the truck for a full 2 months and it spent at least 3 weeks in the shop. I would like this to be off my credit as per the verbal contract of having the truck fixed was not completed by the company within a reasonable time.

  

  Business Response

  Date: 02/09/2023

  Mr. ******,

  We offered $800 for your 2004 Santa Fe as a trade. This amount was clearly stated on the contract you signed and agreed to. In addition, we only agreed to use the trade for this transaction, upon the terms that the title be transferred into your name, as this is a requirement. We offered to let our title clerk help assist you in doing this, as a favor, because we knew that you were busy, never that we would cover the expense for the transfer. You agreed this would be helpful to you, as you stated you didn't have much time for anything, other than work. We acknowledge that there were mechanical issues early on in your purchase. We covered the expense of these repairs for you. In addition, we offered a loaner car for you to use, while the truck was in the shop, so you would not be without transportation. We apologize that you were not satisfied, that the loaner car we had would not pull a trailer. The truck was released back to you once repaired, not once you paid for the title transfer fee. We also did replace the radio, at no expense to you. Again we apologize that you were not satisfied, that the radio we had installed was blue tooth only, and not blue tooth and XM. We have reported to Experian and Equifax, that this account is a voluntary repossession, with a charged-off balance of $7265.09.

  Customer Answer

  Date: 02/10/2023

  The truck was never fixed. That is why I took it back. I did pay the manager, David, $100.00 for tge title transfer of my car I turned in. I was told they would give my trade in $800 since they would be taking care of the title transfer of my old car. As for tge radio, the one that was replaced was a cheap aftermarket. The price was not adjusted.  It was the equivalent of buying a 12 pack of coke only to open it up to get Sam's club soda. I informed them that due to my job, I needed to be able to pull a trailer. I was told that they would call me when a loaner car would come in. After a month, I checked and they said forgot about it and would now only get a car for a loaner. Too many lies from too many people.  I tried to find out who was above David so we could discuss the issues, but he said that he was the boss and no one is above him, including everyone at Caprock Credit. I am out a vehicle and quite a bit of money. All I asked for is it to be removed from my credit.  Too much fraud and deceptive trade practices. 

  

  Business Response

  Date: 02/16/2023

  Account has been removed from you credit profile in Experian and Equifax. Please allow up to 90 days to take effect. You may have to file a consumer dispute verification, through Experian or Equifax, if this account does not fall off your credit profile after the 90 days.

  Customer Answer

  Date: 02/20/2023

  
  
  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,
  
  
  
  ***** ******