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:11/13/2025

  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.

  Swift Towing Used Another Companys Name to Report My Vehicle as a Repo Review: my vehicle was towed by Swift Towing under extremely questionable circumstances. When I contacted the police to locate my car, I was told it had been reported as a repossession but under a completely different companys name, not Swifts. I have never had a loan or active repo order with that company, meaning Swift misrepresented themselves to law enforcement to take my ********** proper paperwork or authorization was shown at the time of the tow, and I was not given any notice or documentation afterward. When I tried to recover my car, I faced confusion between multiple businesses, unclear fees, and no legitimate explanation of how or why my vehicle was taken. This appears to be deceptive and potentially unlawful behavior, and I want to warn others about their practices.Swift Towing should be investigated for misrepresentation, possible fraud, and improper reporting to authorities.

  Business Response

  Date: 11/13/2025

  Swift Recovery Group was contracted by ** ******, a licensed repossession management company, to recover the complainants vehicle on behalf of *****************, the lienholder/finance company. ***************** provided authorization for the repossession through ** ******, who then assigned the recovery to Swift Recovery.
  This was an involuntary repossession, which means that when the vehicle is located, the recovery agent is authorized to repossess it without prior notice or presentation of paperwork to the debtor. All actions were conducted under the direction of the lienholder and its authorized agent.
  We are not involved in any decisions regarding the loan status, repossession order, or account balance. Any questions or disputes about the validity of the repossession, loan status, or authorization should be directed to ****************** as they are the legal entity that initiated the repossession order.
  If the customer has since resolved the matter with ***************** and obtained a release, we will gladly coordinate the release and return of the vehicle upon receipt of the official release authorization from the lienholder.
  Swift Recovery acted in accordance with standard repossession procedures and under instruction from the authorized parties.

  Customer Answer

  Date: 11/17/2025

  Thank you for the business response, but it does not resolve my complaint and does not address the conduct of the tow company.
  
  I am not disputing Westlakes legal right to order a repossession. The complaint is about how the repossession was carried out.
  
  At the scene, the tow operator identified the company to law enforcement using the business name and phone number of a different company (Swift Towing), not Swift Recovery Group. I later confirmed with the owner of Swift Towing that they do not do repossessions and that their identity was being misused. This misrepresentation interfered with my ability and the polices ability to locate my vehicle and my personal belongings.
  
  Additionally:
  The tow company provided no information about where the vehicle was stored.
  The tow yard phone number has no human operators, no voicemail, and no option to schedule property retrieval.
  After the online booking system allowed me to schedule an appointment 8 days after the tow, the appointment was later canceled without explanation.
  
  The only location information I ever received came from ******** by certified mail several days later, which is not sufficient for timely access to property.
  
  California law allows repossession of a vehicle but requires that personal belongings inside the vehicle be accessible within a reasonable time. I made multiple attempts and was denied access for 7 days.
  
  My requests:
  acknowledgment of the misrepresentation and obstruction in the repossession process,
  assurance that consumers will not be blocked from retrieving personal belongings,
  reimbursement for costs caused by the delay in accessing my necessary medication.
  
  The business response avoids the issue and only discusses Westlakes right to repossess the vehicle. My complaint is specifically about the conduct of the recovery company, which remains unresolved.
  
  
  

  Business Response

  Date: 11/17/2025

  Regarding the use of the name Swift ****************start="325" data-end="328"> Swift Recovery Group reports all repossessions under our correct business name. We do not operate under, use, or provide information under the name Swift Towing, nor do we have any affiliation with that company. We cannot determine why the police department recorded or referenced that business name, most likely a mistake on their end, but we can confirm that Swift Recovery Group did not intentionally use another companys identity.

  Regarding access to the vehicle and personal belongings:
  Our storage and property retrieval process is fully online. The appointment portal also includes a contact form where customers may reach out if they experience issues booking an appointment or need assistance.
  The reason the complainants previous appointment was canceled is because the appointment was made for vehicle release, not personal property pickup. We have not received the required vehicle release authorization from the lienholder, so a vehicle release appointment cannot be confirmed. The cancellation notice the customer received includes the reason Missing release form, which indicates why that appointment could not move forward.
  To retrieve personal property, the customer must select the Property redemption option when scheduling. If they experience any difficulty selecting the correct appointment type, or making the appointment, they may message us directly through the contact button on the appointment page, and we will gladly assist.

  
  Regarding timely access to property:
  We understand that California law requires that personal belongings be made available within a reasonable timeframe. Our online system is designed to comply with those requirements, as well as to ensure fair scheduling on a first-come, first-served basis. Property appointments tend to fill quickly, as customers typically prioritize retrieving their belongings before obtaining the vehicle itself. For this reason, it is especially important for customers to choose the correct appointment type or contact us promptly if help is needed.

  
  Regarding the request for reimbursement:
  We conduct repossessions under the direction of the lienholder and follow standard industry procedures for verification, security, and release. Any requests for reimbursement or account-related issues must be directed to the lienholder.
  
  Swift Recovery Group did not misrepresent itself as another company.
  Appointment cancellations occurred because the customer booked a vehicle release appointment without a release form.
  A personal property pickup appointment must be scheduled instead.
  Our scheduling system is first-come, first-served, and property appointments fill quickly; customers are encouraged to contact us if they need assistance.
  Reimbursement requests must be directed to the lienholder.

  Customer Answer

  Date: 11/17/2025

   
  Complaint: 24139461
  
  I am rejecting this response because:

  I respectfully reject the business response for the following reasons:
  1. False identification reported to law enforcement
  ******************************** received the name Swift Towing and phone number ************** during the tow/repo call.
  Swift Recovery Group now claims they cannot determine why that happened, but:
  Swift Towing and Swift Recovery Group are two different companies
  The phone number given to law enforcement belongs to a different Swift business that does not perform repossessions
  The owner of that business has confirmed to me that someone is impersonating their company
  If Swift Recovery Group did not provide that information, they should welcome a California Public Records Act request to confirm the call logs and identity of the tow operator. At this time, I dispute their claim that the false identity was an error by the ********************
  2. Denial of access to personal property at the yard
  California law provides that personal property must be returned at no charge, during normal business hours, at the facility where the vehicle is stored  without requiring online scheduling.
  When I attempted to retrieve belongings in person:
  The Sun Valley yard confirmed my vehicle was there by VIN
  I was not given the address of the second yard where the vehicle was located
  The employee shut the door in my face and did not allow me to retrieve prescription medication and personal property that had been held for multiple days
  This is directly contrary to California Vehicle Code 22651.07(c)(1), which protects a consumers right to retrieve personal property without preconditions, portal requirements, or appointment cancellations.
  3. Online portal cancellation was not a consumer mistake
  Swift Recovery Group claims the appointment was canceled because I selected vehicle release instead of property redemption. This is not accurate:
  I selected the first available appointment because the website was unclear and did not clearly distinguish vehicle release from property redemption
  The cancellation message did not provide alternative booking instructions, only a generic missing release form notice
  At no point did the business notify me that medications and belongings could be retrieved without lienholder authorization
  The business has constructed a digital process that conflicts with California law, then blamed the consumer for following the flawed process.
  4. Length of delay is unreasonable and harmful
  At the time of this response:
  I have now been prevented from retrieving urgent prescription medication and personal belongings for more than seven days
  I have repeatedly contacted both Swift Recovery Group and Westlake Financial
  I have not been allowed a single minute of access to my personal property, which California law says must be made available promptly
  This delay is unreasonable, unsafe, and non-compliant with the statute.
  
  ?? Requested Resolution
  This is not a reimbursement request. My request is simple and lawful:
  Immediate in-person access to retrieve my personal property and prescription medication at no charge during normal business hours at the facility where the vehicle is stored.
  I also request:
  The full physical address where the vehicle is currently stored
  A property retrieval time within 24 hours, without requiring a vehicle release
  That no fees be required for access to personal property
  
  ?? Additional Notice
  Copies of this statement are being provided to:
  DFPI
  CFPB
  BSIS (regulator of repossession agencies)
  Westlake ********************************************************* with request for audio and CAD logs of the Nov. 11 tow call
  This BBB case will also be included as part of the record.
  
  I remain willing to resolve this matter immediately once Swift Recovery Group provides lawful access to my personal property.
  
  Sincerely,
  
  **** Ka

• Initial Complaint

  Date:10/22/2025

  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.

  Car got repossessed last night. Theres no way in contacting them or talking to someone. The latest pick scheduling is for next week they want to hold my car for a week, in order to charge me storage fees. Ive talked to my loan agency and paid the recurring debt and I also talked to local police. All I want is to get my things out for work, I cant even get in contacted with them for that. Such a scam

  Business Response

  Date: 10/22/2025

  Our appointment availability displayed online is accurate and reflects our current schedule. We serve many customers who are also making appointments to retrieve their vehicles or personal property, and our calendar can fill up quickly. Because of this, the next available appointments are often several days out. We cannot cancel or move existing appointments, as that would be unfair to other customers who have already scheduled and been waiting for their time slot.
  
  If the customer is having difficulty scheduling online, there is a Contact Us form on our website where they can submit a message for assistance. Once received, our team can help confirm or schedule an appointment directly.
  

  Regarding fees, we do not determine these charges ourselves. Any storage or release fees are based solely on the release form and instructions provided by the customers finance company. Some customers have no fees, others may have a flat rate, and some may have daily storage feesthis is entirely dependent on the lenders release terms, not our discretion.
  
  We understand how important it is for customers to retrieve their belongings promptly, and we strive to accommodate everyone as quickly and fairly as possible within our scheduling capacity.

• Initial Complaint

  Date:10/09/2025

  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 car was towed on October 2 and I got permission from loan company to gather my things. I made appointment for October 7 at 12:30 to pickup my things. Everything was dumped in plastic bags half of crushed and covered in bleach I had to remind them I needed my car jack they took another 20 minutes to do that as they didnt let me near the car when I was going through my stuff I notice a white bucket full of change containing quarters dimes ******* and Pennies is missing and a black ******** coat from what Ive gathered so far. I was on my lunch break and cant touch anything further as its covered in bleach and detergent. Its about $60 in change and coat is $40

  Business Response

  Date: 10/09/2025

  In accordance with our company policy and industry standards, items were bagged and made available, as direct access to the vehicle is not permitted for safety and liability reasons. All property removed from the vehicle was placed into plastic bags and returned to the customer. We double-checked the vehicle to ensure that no items were left behind. There was no intentional mishandling of property, and we have no record of any item being withheld or discarded by our staff. We also want to clarify that vehicle jacks are typically considered part of the car, and unless clearly marked or separated, we cannot determine whether it is customer-owned. Regarding the issue with bleach: a container of bleach was found among the customers belongings and included in the bagged items. If the container was leaking or cracked, we had no way of identifying that at the time, and we cannot assume liability for damage caused by the customers own property.

  Customer Answer

  Date: 10/13/2025

   
  Complaint: 23986259
  
  I am rejecting this response because:
  None of the laundry items were cracked or open they were brand new when I had them in my car. When I received my items the bottles were squished as if they were stepped on and leaked all over my belongings I was not even able to put half the things in my friends car I had to leave them on the side of the road. Also I had board games in there that was soaked and a music record that became warped due to bleach exposure. 
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/20/2025

  We understand the customers frustration regarding the condition of the items, and we would never intentionally damage anyones property. However, we must reiterate that all items, including the sealed cleaning products mentioned, were removed and bagged in good faith. We have no evidence or report indicating that any items were stepped on or handled inappropriately.
  While we are sympathetic to the inconvenience caused, we are unable to assume liability for damage that cannot be clearly attributed to our actions, especially in situations where damage may be due to the condition or storage of the customers own items.

• Initial Complaint

  Date:10/06/2025

  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.

  Unfortunately, my car was repossessed and handed over to Swift Recovery Group. Their booking system is inefficient, requiring an appointment for pickup that's scheduled 7 days in advance. Given that my lender imposes a 4-day deadline before additional fees accrue, I'm facing a significant challenge. Despite the payment being cleared the next day, I'm unable to retrieve my belongings, including my laptop, due to the inflexible system. I waited 2 hours outside, and it seemed no one else was picking up their cars either. I suspect the system is designed to keep cars in storage longer, generating extra charges. With no accessible customer service, either by phone or email, I'm left feeling frustrated and stuck.

  Business Response

  Date: 10/06/2025

  Swift Recovery Group operates by appointment only due to the consistently high volume of vehicles we handle each week. At the time this customer scheduled their appointment, we were fully booked for over a week, which is not uncommon. That said, we regularly monitor our schedule and contact customers when earlier openings become available.
  Regarding fees and lender-imposed timelines: We do not determine or control any fees associated with a repossession. Whether fees apply, and how much they are, is entirely up to the lender or lienholder. Some customers do not have any fees at all. We do not receive any information about fees or required release conditions until we are sent the official release form from the lender, which can sometimes come just a day or two before the vehicle is eligible for release. Once we have that form, we proceed according to the information provided.

  
  To be clear, we do not delay vehicle releases for the purpose of accruing storage fees, we have no incentive to do so. Our goal is always to return vehicles and personal property as promptly as possible within the process required.
  We also want to emphasize that all customers are treated fairly and equally in our scheduling system, regardless of their lender, release status, or circumstances.
  In this case, the customers appointment is scheduled for tomorrow, and we are prepared to assist them with retrieving their vehicle and belongings at that time. We hope this will bring the matter to a smooth resolution.

• Initial Complaint

  Date:09/04/2025

  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 car was recently repossessed and Im trying to get my belongings but most importantly my friends car keys from my center console as I have to move the car Thursday morning or tomorrow I should say try to call n brings me to the website when I attempt to make and appointment it wont let me wont show me a time for any date theres no other number no email to write to and Im extremely upset

  Business Response

  Date: 09/10/2025

  We received your vehicle on September 1, 2025, but unfortunately, your lender did not upload the property release form until September 3, 2025. As required by policy, we cannot legally release any personal property from a repossessed vehicle without this documentation.
  Please note that our appointment calendar is fully booked 7 days out due to a high volume of requests. While we do our best to accommodate everyone, we are only able to move appointments in cases of verified medical emergencies. Items such as car keys, while important, do not meet the criteria for urgent rescheduling.
  That said, we were able to assist you with an earlier appointment due to a last-minute cancellation, and you did retrieve your property earlier than you would have originally. 

• Initial Complaint

  Date:08/12/2025

  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.

  Sunday august third swift recovery towed my car. I have sent them numerous emails. Numerous calls regarding my belongings inside my vehicle. They have yet to return my call. They are not open for business. They do not help you out. They stole my stuff and I feel like i'm in a point where I need to file a police report and get the police involved because this is getting out of control. I have called and done everything right yet. This business refuses to do things, right. They do not want to give me my belongings

  Business Response

  Date: 08/12/2025

  We understand the customer's frustration and would like to clarify the timeline and steps taken on our end to assist her.
  The customer first contacted us via email on August 7th at 3:33 PM requesting to retrieve her belongings from her vehicle.
  We promptly responded the same day at 5:33 PM, requesting her VIN number, which is required in order to verify ownership and schedule an appointment for property retrieval.
  Unfortunately, we did not receive a response to that email, and without the **** we were unable to proceed with scheduling an appointment manually. We communicate solely through email for all customer service matters. We do not have the capability to receive incoming phone calls which is why none of her calls came through. 

  The customer later scheduled her own appointment for August 11, 2025, through our system.
  That appointment was confirmed the day prior, and a confirmation was sent to her.
  She successfully came to pick up her belongings on the date she scheduled.
  At no point did we ignore or deny the customer's request. We responded in a timely manner, followed proper procedures, and ensured she had the opportunity to retrieve her property.

• Initial Complaint

  Date:06/24/2025

  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.

  Swift towed my car and they have had it for a month now . They towed my car claiming that my car has a lien holder I provided proof of ownership and they didnt not try to help me at all ignore my emails . They stole my car !!! And they do not want to give it back after proof was emailed and sent . They towed my car wrongfully

  Business Response

  Date: 06/24/2025

  We understand you're upset about the situation with your car and want to clear things up again.
  As we’ve mentioned before, Swift Recovery Group was contacted by Global Lending Services, who is listed as the lienholder on your vehicle. Based on their request, we towed the car and followed their instructions. We do not make the decisions about what happens to the vehicle afterward, that’s entirely up to the finance company.
  At this point, we no longer have your car. It was sent to auction per Global Lending Services’ orders. If there’s been a mix-up on their end regarding your name or who they have listed as the registered owner, that’s something you’ll need to speak with them directly about. We’re just the repossession company; we don't have any control over what the finance company decides to do.
  If you still have concerns or need to resolve this, you'll need to contact Global Lending Services or Loss Prevention Services directly. You can reach Loss Prevention Services at 616-288-3500.
  

• Initial Complaint

  Date:05/27/2025

  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.

  This tow company towed my car improperly and caused 13 thousand dollars in damages. Its a 2020 ****** WRX that only had ***** miles on it, and it was in perfect condition before this negligence. A towing company should know the basics of what they're towing, and knowing you cant drag an all wheel drive car without significant damage should be common knowledge to them. Completely avoidable, and the dealership said it's 100% their fault. Its not ok.

  Business Response

  Date: 05/27/2025

   A skilled tow truck driver would know how to put a WRX into neutral and roll it. Our drivers also have access to dollies that are placed on AWD/4WD units. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23374270
  
  I am rejecting this response because: There is no way that dragging an AWD car is ok without significant damage, case and point. The towing company did not use a dolly. I have witnesses and cameras to show it. It was drug on the back tires....an absolutely perfect car with very low miles and I drove it off the lot with 6 miles....it was perfect and this tow company destroyed it by not doing 30 seconds of research on how this car is flatbed only (dollies are somewhat acceptable, but not a good idea, but there was no dolly anyway, so i digress) the ****** dealership is who gave the quote. And they stated that its 100% bad towing that caused this. Im not sure how much more evidence i need, but ill do whatever is needed, because my car will never be the same, and it could have been so easily avoided with a little research. And not like it matters, but it was in neutral....they blew my transmission and both center and rear differentials and theyre saying since its in neutral it can be dragged....no...just no, and its really sad they arent taking responsibilty for something clearly so neglegent that could have been easily avoided. 
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 06/10/2025

  The vehicle in question was towed using a wheel-lift tow truck, with the front wheels lifted and the rear wheels rolling freely while the vehicle was in neutral. This method is a standard, accepted practice for moving AWD vehicles over short distances when flatbed towing is not immediately available. The tow was performed slowly and carefully, specifically to prevent stress on the drivetrain.
  You also acknowledged that the vehicle was in neutral at the time, which is an important detail this disengages the transmission and allows the wheels to roll freely. When towed properly with the front wheels lifted and rear wheels on the ground, there is no significant risk of transmission or differential damage, especially for a low-speed tow. 

• Initial Complaint

  Date:01/10/2025

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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 business withheld my vehicle for 5 days days following the full payment for wrongful repossession. They broke into my vehicle after I had already paid to recovery my car and rummaged through my belongings. They tried to withhold the car for longer. They held my car hostage until I signed documents they flat out refused to let me read. I recorded the gate lady telling me I can't read the documents until after signing.

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 is what my car looked like when I picked it up from there business