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:11/25/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Creditor Name: Capital One Auto Finance Opened Date: 5/8/2020 Account Number: ***************** Higher Credit: $18,131.00 During my review of my credit report, I discovered an account with ********************** One Auto Finance, which I did not open. I have no affiliation with this account, and its unauthorized creation is a direct result of identity theft. I request urgent action to investigate and remove this fraudulent account from my credit report.

• Initial Complaint

  Date:08/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 refinanced my 2020 ***** Colorado in 8/2023 with Capital One and they hold my title. I have moved from ** to ** and need to register my truck. Capital one refuses to cooperate with the ** DMV. They wont send my title to ** and wont offer any other solution. Their reason given is they state my previous lender has not sent them a lien release. I contacted the lender and they said they sent it 9/2023. Capital one says the form they sent isn't the right one. The former lender says they have no other requests from Capital one and wont send them anything more. Capital one needs to give ** vehicle licensing my title while they continue to figure out their lien. That is their paperwork problem that they have had a year to correct and should not prevent me from registering my vehicle. It has been in 'under review' status for 12 months.

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 represent ****** ****** Boulder. This business has no good contact so that we may ask them for assistance in releasing several ** titles that were listed in error with your lenders name. We have tried to call, reach my ***** and ***** and your business is not responding or we received notification that our mail isn't deliverable. I need to be contact directly immediately so that we do not need to escalate the issue through a litigation department and/or courts. We would like a good contact to reach out to you directly.

• Initial Complaint

  Date:07/28/2023

  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.

   
  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,
  
  ************************

  Business Response

  Date: 08/04/2023

  After reviewing the information given in the Customer's Statement and reviewing our files, we have determined this complaint doesn't match to any of our current or past customers. ************************ seems to be refering to Capital ************************* Auto Financing, she even stated "she received a call from  CAPITAL ONE" and she has received "correspondence" from the financial corporation "approving" her for an auto loan.
  Noting the aforementioned, this complaint does not reffer to our car dealership Capital Auto Finance INC 
  Feel free to contact us if necessary
  Regards, 

  ***************
  Office Manager
  Capital Auto Finance
  **************

• Initial Complaint

  Date:02/28/2023

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution Is not what I want I know what I signed and didnt sign you can have all the recording you want I have proof to show that is not my signature I still want the full refund of the deposit I made 
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 03/14/2023

  Hello,
  The facts and/or the allegations stated in this letter are totally false. This customer did buy the vehicle from **, did sign all of her papers, she left satisfied, everything was ok. She came back to add a signature in one of the documents (requested by the finance company). We never heard back after that.
  I, the manager, tried calling her time after time to try to resolve this issue and she would not respond or return phone calls.
  Furthermore, all of our customer's signatures and contract agreements are recorded via camera and voice. And we will be more than happy to provide you with a recorded tape and/or the contract that she signed
  They are not additional charges or additional numbers than what she signed. She is making those allegations for a reason that we are not aware of. We are an honest, straight forward dealership, with a 4.8 star on ****** review, and we do not play those games.
  We can be reach at ************ or ************
  
  Regards, 
  ***************
  MANAGER
  Capital auto Finance

• Initial Complaint

  Date:02/21/2023

  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 bought a used 2011 ***** Tahoe Hybrid back in The end of January of 2022. I was told this vehicle was running fine and it was inspected by the dealerships' auto shop. After almost two months, I started experiencing issues with the vehicle. First, it was the electronic system. I took it back to the dealership for them to check on it. They did something to it and it was never resolved or repaired. I then started experiencing engine problems with the vehicle a few weeks after. I was never told the engine was never inspected. I had to take it to an auto repair shop to have them repair it. Ever since then, I experienced many error messages on regards to the electronic system, tires, engine, etc. In short, I was sold a lemon. I am currently paying for this vehicle monthly, but it seems I will continue to have more issues in the future with it. I would like to return this vehicle back to the dealership and possibly get a refund back without any issues with my credit score.

• Initial Complaint

  Date:01/13/2023

  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.

   
  Complaint: 18806272
  
  I am rejecting this response because:I am not in agreement with the manager *** at Capital Auto Finances response. This is due to the reason he sold me two defective F-150 trucks last year in 2022. These vehicles were a 2007 and 2011 **** F-150. Immediately, when I became knowledgeable of the car issues, I brought my concerns and complained to the manager *** about the issues I was experiencing with the trucks. *** decided to cancel the sale on the first truck without providing me with a full refund I paid on the first **** F150 Truck year 2007. Then offered to trade in that vehicle to sell me another detective **** F150 truck year 2011.
  I paid $11,369 for the first 2007 **** F-150 and the trade-in value was $7000. *** still owed me the balance of $4,369 from the original sale price of $11,369. In addition, he still needs to compensate me in the amount of $10, ****** for repairs and labor that I had done on the **** 2007 F-150 at the service centers of ****** Motors, Midas, *********, and *********. *** and Capital Auto Finance owe me a grand total of $14,543.74.
  
  Sincerely,
  
  *************************N PROVIDED ME WITH A REPORT INFORMING ME THAT EIGHT ENGINE CODES WERE ERASED AND THE MAIN CODE WAS CAMSHAFT AND ENGINE. THIS IS KNOWN TO BE A MAJOR POWER-TRAIN ISSUE ON ANY VEHICLE. I INFORMED THE ***** AT CAPITAL AUTO FINANCE OF THE FINDINGS AND RETURNED THE ***** ON NOVEMBER 29, 2022. THE ***** ************ THE **** AND DISCUSS REFUNDING ME A TOTAL OF $7000. *** WROTE A CHECK FOR ONLY $3500 ON DECEMBER 2, 2022. THEN INFORMING ME TO COME BACK FOR THE REMAINDER OF THE MONEY IN A WEEK. WHEN I WENT BACK TO THE CAPITAL AUTO FINANCE CAR LOT IN A WEEK, I WAS INFORMED BY EMPLOYEES AT HIS BUSINESS THAT THE ***** (***) WENT BACK TO HIS COUNTRY FOR AN UNDISCLOSED TIME. ON DECEMBER 20, 2022, WE MET AT HIS 5/3 BANK TO GET ANOTHER CHECK FOR $3500. AS OF TODAY (12/27/2022) THE ***** STILL OWES ME A DIFFERENCE OF $4369. AND THE COST FOR LABOR AND PARTS PAID WAS $10,174.74. WHICH IS A TOTAL OWED TO ME OF $14,543.74.

  Business Response

  Date: 01/24/2023

  
  

  This issue was already settled. The customer and I got into an agreement. A refund was made to him in 2 parts.

  
  

  The customer was here on the 6th and we gave him the second and last payment.

  
  

  He signed that day a settlement agreement stating that he agreed to refund, and that we were not liable or responsible for any future or prior demands or disputes.

  
  

  
  

  If you have further questions, you can contact me at ************ or email me back

  
  

  
  

  Thanks,

  *************** Manager

  Capital auto Finance

  Business Response

  Date: 02/14/2023

  Hello,

  
  

  At this point we believe that the customer is trying to take advantage of the dealer. Especially after the dealership agreed to pay him the $7000 back. Which was made in two payments of $3500 each, upon the agreement that we made, and we have the proof. We also have the title that he signed and gave us upon receiving his refund from us. 

  The repairs that he is claiming that he paid money for are unrealistic, especially that he had his warranty to proceed with and that it was his own business to proceed and fix his vehicle under his warranty after many months of the purchase. He could have just asked for his money back instead of fixing his car left and right at different mechanic shops.

  We have the proof that he took his refund from us and we also have the proof that he gave us the title and he signed willingly.

  
  

  Any questions, please feel free to reach our Manager *************** at ************

  
  

  Thank you,

  Capital auto finance

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18806272
  
  I am rejecting this response because: The manager *** of Capital Auto Finance sold me two defective F-150 trucks which were a 2007 and 2011 **** F-150s. The first purchased F-150 Truck year 2007 in the amount of $11,369, had engine failure. I gave the truck back to him as a trade-in for a 2011 **** F-150 and I was charged an additional $3500, to learn that this truck too had engine issues. *** refunded me the total value I paid for the second truck (2011 **** F-150) of $7000. However, he failed to refund me the total value of the first truck (2007 **** F-150) for the remaining balance of $4369. There were parts and labor costs from other dealerships of a grand total $14,503.74. In addition, he sent me to his partners *** repair shop ******************************************* which fraudulent submitted a repair claim to replace an engine to AUL **************** *************) on repairs that were not done and received a payout (authorization #*******) from the warranty company.
  

  Sincerely,
  

  
  *************************