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:03/27/2024

  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.

  My vehicle was repossessed and after I paid the late payment to get current plus pay the tow company. I still haven't received my vehicle back the company lost my keys and I've paid my bills on 3/22/24 it is now 3/27/24 the company still hasn't found my keys or replaced them..... I need my vehicle for work and for my kids. I feel like the company is trying to punish me for falling behind on payments and also when I went to recover my vehicle on 3/22/24 I noticed one of the tow truck drivers getting extremely close to my vehicle and when I asked him to be careful he became angry and threatened to shut down to town yard close the gates and stop me from getting my vehicle (I have all this on video). After the driver threatened me I waited outside of the tow yard till the driver left and then I went to check in with the Yard attendant "David" and my keys couldn't be found... I've contacted to company and they claim to have been in contact with the driver who hasn't located to keys. And the days are going by I don't have my means of transportation and I desperately need to get to work and provide for my family without having to be treated like this please help

  Business Response

  Date: 04/11/2024

  Ms. Martinez,

  We appreciate you taking the time to share your experience with us. We apologize for the inconvenience that you experienced when trying to redeem your vehicle. Unfortunately, when you paid your lienholder back on 3.22.24, that does not automatically give us the ability ot release your vehicle back to you. It typically takes 24 hours for your lienholder to provide us with a release. In your case, the 22nd was a Friday and our offices are not open on the weekends. When the release was received on Monday the 25th, we were finally able to legally redeem your vehicle to you. Due to a change in management at the lot, there was initial confusion on where your keys were being stored and the new individual was unable to locate them. We apologize for this inconvenience as it is never our intention to impede a customer. We were able to find your keys and get you rescheduled to pick up your vehicle on 3.29.24.

  The gentleman that you say yelled at you at the storage lot was actually not an employee of our organization. He was a transporter there to pick up a unit to take to auction and when you called into our office to report this, we did provide you with the transport company's number so you could report that unprofessional conduct directly to them. Please know, that is not a reflection of how we treat our customers. We thank you for expressing yourself and appreciate that we were able to resolve this matter, but do apologize for the extended delay due to having a new employee that was not able to locate your keys right away. It was a mistake that we will take back with us and coach upon to avoid future incidents. 

  Customer Answer

  Date: 04/22/2024

  Thank you. I did receive my car.

• Initial Complaint

  Date:12/15/2023

  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.

  On 11/14/23 our vehicle was repossessed by this company located in St Paul, MN. 11/15/23 we paid around $2,300 to receive the vehicle back. Upon driving the vehicle back home, my partner noticed a very loud noise and some vibrations occurring. Once home we made some phone calls to get this looked at. We paid $25 to get a diagnosis and it was confirmed that it was from the tow man not properly towing our all wheel drive vehicle with dollys and a flat bed. Instead he hooked it up to the rear of the car and let it ride on the front two wheels completely blowing apart our rear differential. We’ve been calling and calling for weeks trying to recieve the necessary information to bill them so our vehicle can be repaired. It seems as though the front desk lady always has some kind of excuse for the manager not being able to talk at any time and promises we’ll receive a call from the manager and they never do. We have 3 kids, a job and no working vehicle. A vehicle that was in pristine condition before being towed.

• Initial Complaint

  Date:01/06/2023

  Type:Customer Service 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.

  Had my vehicle repossessed and I was able to get the problem resolved with paying off my vehicle. Had scheduled 3 appointments as of today to retrieve my vehicle back from tow yard (recovery management solutions). First appointment was canceled by tow yard due to employee being sick. Second appointment got canceled again due to someone not wanting to show up to tow yard. Third appointment is scheduled and waiting to see if it gets canceled again. The lady that you speak with over the phone named ******* kept reassuring me that someone will be at the yard but they keep canceling. All these appointment days to get my vehicle back I have missed out on work.
  The tow yard demanded payment for their fees over the phone and I paid them and still don't have my vehicle. I've kept in contact with my bank which is Vantage West Credit Union and they've told me to take this complaint to the BBB. I spoke with a sheriff and he's told me to do the same thing. I just want my car and personal belongings back. I'm tired of dealing with this company. They already have a 1 star rating on Google. I can't imagine how many other people they do this to.