Complaints

This profile includes complaints for American Recovery Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Recovery Service

  5118 Robert J Mathews Pkwy El Dorado Hls, CA 95762-5703

  
• 

  American Recovery Service

  PO Box 4917 El Dorado Hls, CA 95762-0026

  

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:07/19/2025

  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.

  Vehicle Damage Complaint 2014 Chevrolet Volt Date: July 08, 2025 [Your Full Name][Your Address][City, State, ZIP][Phone Number][Email Address]To:******************************************************************** American Recovery Service (ARS)P.O. ********************************** Fax: ************** Claims: ************** Subject: Formal Complaint Vehicle Condition Following Repossession My 2014 Chevrolet Volt was repossessed on June 5, 2025, by American Recovery Service (ARS) and delivered to Benchmark Asset Resolution at ******************************************************. I recovered the vehicle from ********* on June 19, ******* the time of pickup, the vehicle was non-operational and had a dead battery. I was told the car would not start and I would have to get a tow truck to get my car out of their tow yard. I used my *** membership towing service to remove the vehicle from the facility. After the AAA driver towed the car out, there was visible damage.- Tow yard manager ****** witnessed these issues and took photos with his phone at the time of release.Further inspection revealed significant visible and functional damage that was not present prior to repossession, including:- damage to driver and passenger-side tires with chunks missing - Damaged alloy wheels - Driver-side door damage - damage to exterior and interior door trim - Damage to the charging port - Stabilizing sensor faults - **************** system warning These damages were not pre existing. I emailed Benchmark regarding the condition of the vehicle. They responded stating that the damage was pre-existing and my claim was denied. On 2 separate occasions I called the claims department of American Recovery Service and left a voicemail each time. I have not received a response.

  

  Business Response

  Date: 07/21/2025

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, we do not directly perform any physical repossession. Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent,professional licensed recovery agencies.
  
  As a long-standing professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulations. By its very nature the business of asset recovery can often be a contentious and emotional process through which we strive to bring a calm and professional perspective. In accordance with our highly regulated industry, we pride ourselves in ensuring the strictest of standards are maintained when our clients and their customers have found themselves navigating through the unfortunate process of repossession.

  The ********************* has contacted the consumer and is currently reviewing the evidence provided. The consumer is encouraged to direct all communication to the claims hotline at ************.

• Initial Complaint

  Date:03/24/2025

  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 car was repossessed on 2/9/2025 after 11;10pm. My mother paid the needed amount to release the vehicle back to me on 8/12/2025 aprox. 4:30pm. The following business day all of the *************** area was closed due to severe weather conditions. So due to the weather we could not pick up my car until Monday which was a holiday. Presidents Day was Monday that we picked up the car. When we got there they met me at the gate and handed me an extra key they made for it. As I got in my car I noticed there was garbage everywhere, my whole car had been ransacked . My babies car seat was not buckled and had garbage in it. Everything was out of the console and glove box and trunk. When I got home I took pics and started cleaning up and noticed that things were missing such as my Apple Air Pods and the brand new **** bag that I just got from my mother who supplied the receipt for me to file the claim. The **** gear was ****** and my Apple Air Pods cost ****** plus my Air Pods still show they are at the lot. Nobody involved has reached out to me about anything. I need help please.

  

  Business Response

  Date: 04/07/2025

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, we do not directly perform any physical repossession. Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent,professional licensed recovery agencies.
  
  As a long-standing professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulations. By its very nature the business of asset recovery can often be a contentious and emotional process through which we strive to bring a calm and professional perspective. In accordance with our highly regulated industry, we pride ourselves in ensuring the strictest of standards are maintained when our clients and their customers have found themselves navigating through the unfortunate process of repossession.

  The consumer was contacted on 2/24/25 by ARS's Claim team, however, no information was returned for review.  ARS's claim team will follow up with the consumer to ensure that the proper information can be provided to ARS to continue the review process.

• Initial Complaint

  Date:03/21/2025

  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 **** SQ5 was repossessed on 12/03/24 We paid the full outstanding balance to **** Financial Services, and picked up the car at ************** on 1/13/25 The car's suspension was damaged and needed repair - we arranged it for it at the local **** dealership and paid for it It was clear to the **** dealer that the damage was caused while towing the car **** Financial Services claims that American Recovery Services is handling their repossession business and I therefore need to follow up with them I submitted the claim to American Recovery Services American Recovery Services subcontracted A-1 Repossession **** ******** at American Recovery Services received and handled the claim **** ******** turned down the claim verbally and did not disclose who other than American Recovery Services/ A-1 Repossession had towed the car. He claimed he didn't know and so did A-1 **** Financial Services then advised me to find out who towed the car besides American Recovery Services - an arrangement they must have made themselves I contacted the Auction Company again to find out who towed the car to ******, and they responded in writing that they don't know. It wasn't them, it was another company **** ******** on 3/17/25 responded to follow up emails of mine, claiming that he can't provide the claim denial in writing, neither can he share the alleged photographs that A-1 Repossession claims to have showing that the car was not damanged during the time they handled it. **** ******** then sent an email 3/17/25 that the company that picked up the car at A- Repossession was WheelingWheels in ************** I contacted them, spoke over the phone while they denied causing the damage already. I submitted the claim to them and stil haven't heard ********* Financial Services is adament that they don't have anything to do with the damage American Recovery Services refuses to reimburse me for the damage without further proof **** ******** has not responded to my emails again

  

  Business Response

  Date: 03/28/2025

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, we do not directly perform any physical repossession. Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent,professional licensed recovery agencies.
  
  As a long-standing professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulations. By its very nature the business of asset recovery can often be a contentious and emotional process through which we strive to bring a calm and professional perspective. In accordance with our highly regulated industry, we pride ourselves in ensuring the strictest of standards are maintained when our clients and their customers have found themselves navigating through the unfortunate process of repossession.

  The consumer has previously contacted ARSs claims department.  A review of the evidence and documentation was conducted, however, a resolution could not be made.  We encourage the consumer to recontact ARSs claims department with any further supporting information for further consideration.  

• Initial Complaint

  Date:01/14/2025

  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.

  On 1/13/25, an ARS contractor illegally entered the locked and secured gated garage at our apartment complex and wrongfully repossessed my vehicle from the 4th floor of the residents-only garage. This is ILLEGAL in **********. I would like the vehicle returned to me along with money damages for breach of the peace. Ally confirmed that *** (or one of its contractors) has my vehicle. Thanks.

  

  Business Response

  Date: 01/27/2025

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, we do not directly perform any physical repossession. Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent,professional licensed recovery agencies.
  
  As a long-standing professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulations. By its very nature the business of asset recovery can often be a contentious and emotional process through which we strive to bring a calm and professional perspective. In accordance with our highly regulated industry, we pride ourselves in ensuring the strictest of standards are maintained when our clients and their customers have found themselves navigating through the unfortunate process of repossession.

  An internal review was conducted and the identified subcontracted repossession agency in question was interviewed.  The agency denies all allegations and confirmed that this repossession was valid and no breach of peace occurred.

• Initial Complaint

  Date:01/08/2025

  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 vehicle was recovered by this company I did pick my vehicle up where I noticed excessive amounts of damages also the original day I was send to drop my keys off one of the employees told me the lot was closed I got a ride to the lot to verify she was giving false Statements which is documented. later to find out they where trying to fix my vehicle which they failed to do so when I got to the lot I noticed my front end was completely damaged my vehicle was dragged by the tires so much the tire was completely gone when I mentioned these damages to them they were very rude going back and fourth with estimates refusing to fix my vehicle even though they settled to damages to only pay 400 dollars I have a GLC 2020 ******** which knowing if they investigated the Claim theyd know nothing on my vehicle is 400 dollars they are refusing to fix my vehicle I have documented all damages and conversation the supervisor refused to actually look up all the parts pertaining to the damages to verify the estimates I was told to go get before I went to get my estimates I did request of them to tow my vehicle and get the estimates on they own I was told I would have to do so once they received 3 estimate also one from manufactured dealer they refused and start to send false documentation with they own estimates from a picture they send over to a body shop they do side business with totaling my damages to 400 dollars I asked them to review because my tires alone are around that pricing they are still refusing I am without transportation with no assistance I do have everything in regards to this incident documented I would like for them to fix my vehicle without falsifying documents to cover the damages they actually did they also cut a key to my vehicle without my consent which they are denying as well but my belonging where out of my vehicle when I asked them how else did they get into my vehicle they refused to answer I need assistance these damages are something I cant pay for. 

  

  Business Response

  Date: 01/09/2025

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, we do not directly perform any physical repossession. Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent,professional licensed recovery agencies.
  
  As a long-standing professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulations. By its very nature the business of asset recovery can often be a contentious and emotional process through which we strive to bring a calm and professional perspective. In accordance with our highly regulated industry, we pride ourselves in ensuring the strictest of standards are maintained when our clients and their customers have found themselves navigating through the unfortunate process of repossession.

  The consumer has previously contacted ARSs claims department.  A review of the evidence and documentation was conducted, however, a resolution could not be made. We encourage the consumer to recontact ARSs claims department with any additional supporting information for further consideration.  

  Customer Answer

  Date: 01/10/2025

  I am rejecting this response because:Ive attached the estimate with all damages to verify their settlement they offered with is worth 400 dollars as stated no items on my vehicle is that low of value a used finder on my vehicle is 600-1000 dollars they did not investigate the claim properly as stated before I have all documentation to prove so if they did they would not be allowed to only settle 400 dollars on a vehicle of that caliper a light replacement on the vehicle alone is 1500 also they cant explain how they came up with a 400 dollar estimate on a car of that kind I was told to go and get estimates of my own once I received the estimates of my own they dont want to pay so they want to decline the damages they already settled for they just settled to pay something thats not going to fix the vehicle I can provide all evidence and documentation upon conversations with management to prove so 
  

  

  Business Response

  Date: 01/24/2025

  **** claims department has been in contact with the consumer, the matter has been resolved.

• Initial Complaint

  Date:12/18/2024

  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.

  Northern American Recovery contacted me about a debt that they say is owed. I confirmed that they were speaking to the person that they were looking for, and informed them that my address was whatever address they had on file for me. I was at work and asked the representative to cease contact and to contact me via mail. I later received a knock on the door from my neighbor of 4yrs that I do not know asking my name I thought this was strange bc we have never exchanged names on friendly hellos, when I told him my name he said he received a call for asking if I lived next door to him he said the man informed why he was calling, but he didnt really understand as english isnt his first language how embarrassing. I wasnt sure why someone would call him I dont even have my neighbors phone number. I took the number that was in his phone and did a reverse number search and it was to northern american recovery.

  

  Business Response

  Date: 12/19/2024

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, we do not directly perform any physical repossession. Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent,professional licensed recovery agencies.
  

  Northern American Recovery is not owned or operated nor are they a subcontracted agent utilized by Patrick K. Willis Company, Inc. Our d/b/a of American Recovery Service is commonly mistaken for similarly named businesses.  An internal review was conducted no accounts with the consumer's name, address, or phone number have been placed with ARS.

   

• Initial Complaint

  Date:10/25/2024

  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.

  This company repossessed my vehicle October 1, 2024. My vehicle was stored at ********************** located at **************************************************************************. I went to recover my vehicle on October 8, 2024 only to find that my headlight on the passenger side was broken and foreign coins I had in the middle console was stolen. I brought this to their attention and in fact when Ms. ***** looked at the photos taken when it arrived the headlight was not broken. Ms. **** said that she would order the headlight and have it shipped to me. It's now October 25, 2024 and I still haven't received my headlight and I have called and texted several times trying to find out where my headlight is. No response. In addition to this can't find Harris County Seizures at all registered or licensed in *****.

  

  Business Response

  Date: 10/29/2024

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, we do not directly perform any physical repossession. Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent, professional licensed recovery agencies.
  
  As a long-standing professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulations. By its very nature the business of asset recovery can often be a contentious and emotional process through which we strive to bring a calm and professional perspective. In accordance with our highly regulated industry, we pride ourselves in ensuring the strictest of standards are maintained when our clients and their customers have found themselves navigating through the unfortunate process of repossession.

  ARS's ***************** has been alerted to this issue and will be reaching out to the consumer directly for review.  Any further information can be forwarded to our Claims line at ************.

• Initial Complaint

  Date:10/08/2024

  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.

  Wasn't aware of a repossession that was taking place till after the attempted repossession at 12:45am on 10/2/2024.I had seen someone trying to steal my car and not knowing it was a repo since the truck had no markings for the name of the company. I thought it was someone trying to steal it. So I had ran outside to stop them. During that time I had repeatedly asked him to leave and he wasn't taking my car. He got mad and went to his truck and grabbed his flashlight and came back and shined it in my face so I wasn't able to see. Due to that I feared for my safety and that's when I started to make noise so my neighbors could get up and come see what was going on. He finally decided that he had enough and was mad so he smashed my driver side window with his flashlight before going back to his truck. He had me blocked in so I wasn't able to leave. So I kept yelling at him to move his truck and he was refusing to. I started my car and started to move forward and that's when he moved. I left and he chased me. I lost him on side streets. Since then every day every hour they have been stopping at the house. I had cameras set up so I was getting all the notifications of their actions. Then again they tried to steal my car after protesting it the first time. I called this company and they said they were going to escalate it and I would receive a phone call before end of the day. Here it is late at night no phone call. This company hires agents that assaults women and false impressions them. And then stalks and harasses them after being told to stop.

  

  Business Response

  Date: 10/09/2024

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, we do not directly perform any physical repossession. Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent, professional licensed recovery agencies.
  
  As a long-standing professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulations. By its very nature the business of asset recovery can often be a contentious and emotional process through which we strive to bring a calm and professional perspective. In accordance with our highly regulated industry, we pride ourselves in ensuring the strictest of standards are maintained when our clients and their customers have found themselves navigating through the unfortunate process of repossession.

  We have conducted an internal review and have confirmed that this is not an account that ARS currently services or an repossession agent we subcontract with.  We suggest the consumer contact their lender for information on the correct party.

  Customer Answer

  Date: 10/09/2024

  I am rejecting this response because: I spoke to several different people in the office and they have all confirmed that they have the orders for the repossession and that the agent that showed up was infact a pervious contracted employee. *** even verified that you have my account. Ive made sure to make sure I had every facts set correctly before even making this complaint as I seen your response to prior complaints. I am a manager and ***** that it can cost a business for something this serious. 
  

  

  Business Response

  Date: 10/18/2024

  *** has reached out to the lender and verified that the account was not placed with ARS at the time of the issue.  Please refer back to your lender for further details.

  Customer Answer

  Date: 10/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  Thank you for verifying the on your end. I have such followed up with the lender in hopes to get answers from them. They have put it on your company for a week and I am going to further investigate the matter with them and the company that they are really using if any. 

• Initial Complaint

  Date:09/25/2024

  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 am filing this complaint regarding damages sustained to my 2018 ************* E43 on September 4th, 2023, at approximately 10:00 AM when the vehicle was released from the care of American Recovery Service. Upon receiving my vehicle, I noticed multiple damages, including to the front bumper, driver-side window panel, and steering wheel column.I promptly provided the business with photos of the damages, along with the repair estimates. However, despite multiple attempts to resolve the issue, the business has not taken any steps to address or rectify the damages to my vehicle.

  

  Business Response

  Date: 10/08/2024

  We are a
  nationwide repossession management firm. Our team of associates provides
  complete repossession portfolio management solutions for financial institutions
  across the nation. As a provider of outsourced repossession management services
  for banks, credit unions, leasing companies, and other lenders, we do not
  directly perform any physical repossession. Instead, we make arrangements on
  behalf of our financial institution clients for repossession services to be
  provided by independent, professional licensed recovery agencies.
  
  As a
  long-standing professional organization we appreciate the opportunity to
  evaluate our personnel and processes to ensure that our staff is performing
  their employment functions in accordance with our identified policies as well
  as industry standards and regulations. By its very nature the business of asset
  recovery can often be a contentious and emotional process through which we
  strive to bring a calm and professional perspective. In accordance with our
  highly regulated industry, we pride ourselves in ensuring the strictest of
  standards are maintained when our clients and their customers have found
  themselves navigating through the unfortunate process of repossession.

  A claim was filed and an internal review was conducted.  After reviewing all the available evidence, the claim that the damage was caused by the repossession agent could not be substantiated.  The claimant was directed to contact the auction regarding the issue.  Should the consumer have additional evidence please contact ARS's claims department at 866-664-6361.

• Initial Complaint

  Date:09/20/2024

  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.

  Made an appointment to retrieve personal property from vehicle at 10:30. En route, the company calls to advise the attendant will be leaving at 10:20. Ive already found a ride, on my way. I arrived at my appointment time, the attendant called me from his personal phone to inform me he was gracious enough to stay until 10:22. I also advised the company that a childs lifesaving medication is in the car. Refuses access until next Tuesday. I just want my belongings from the car.

  

  Business Response

  Date: 09/23/2024

  We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies,and other lenders, we do not directly perform any physical repossession.Instead, we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent, professional licensed recovery agencies.
  
  As a long-standing professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulations. By its very nature the business of asset recovery can often be a contentious and emotional process through which we strive to bring a calm and professional ************** accordance with our highly regulated industry, we pride ourselves in ensuring the strictest of standards are maintained when our clients and their customers have found themselves navigating through the unfortunate process of repossession.

  We have contacted the repossession agent in question who confirmed than an emergency forced them to reschedule the appointment and that a new appointment has been made.  The next available appointment has been scheduled for Tuesday September 24th at 9am, the consumer is required to present proper identification, prior to property being released. Should the consumer have any further concerns, they should contact their lender at ************** (Option 1 Customer).

  Customer Answer

  Date: 09/24/2024

  I am rejecting this response because: the agent called me from his personal phone ***********) to tell me I should be grateful he stayed until 10:22 so he could go to bed. He said he was in bed, and not coming back out. My appointment was for 10:30. There are 3 witnesses to this phone conversation.  He explicitly said he was as in bed. He also went through my belongings. Im giving him the benefit of the doubt, that he was looking for the medication. Leaving my wallet and my husbands wallet on the drivers seat. The center console also left open and my sons seizure rescue medication nowhere to be found.  I have a picture that wont attach. 
  

  

  Business Response

  Date: 09/27/2024

  We appreciate the opportunity to review ours and our subcontracted agents level of service and have escalated the matter to our client.  Should you have any further concerns, you should contact your lender at ************** (Option 1 Customer).

  Customer Answer

  Date: 09/30/2024

  I am rejecting this response because: at the VERY LEAST I should be reimbursed for the additional hour long trip I was forced to take. I will be pursuing further action.