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:06/12/2025

  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.

   
  Complaint: 23461392
  
  I am rejecting this response because: the person is lying, the lien holder and the people who contracted them MV TRAC made multiple complaints regarding this company trying to defraud me and I was told multiple times by the lien holder not to pay the cash payment of $60 and the person in the office was extremely rude and offensive towards me I at no time was out of control but in complete control and not one person asked me to leave , this business is has an office personal who is lying and stealing money. This is the most absurd response from this towing company. I highly suggest this company be looked into for fraud. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 07/01/2025

  Tell us why here...In response to the recent complaint, we would like to provide a detailed account of our interactions with Mrs. ************** ***** initially contacted our office and was informed of the required fee and our standard protocols and procedures, which were explained thoroughly at that time. Mrs. ***** acknowledged and agreed to these terms, and our staff proceeded to schedule her appointment for June 4, 2025.
  Upon her arrival on June 4, 2025, Mrs. ***** displayed a negative demeanor and was disrespectful toward the staff member assisting her. There were other customers present, and she proceeded to make negative remarks to them as well. Due to the disruption, our Office Manager had to intervene and clarify to the other customers that each account is handled based on the specific requirements of the lienholder, in accordance with our established protocols and Florida Statutes.
  Mrs. ***** became increasingly irate, chose not to proceed with the appointment, and left the premises.
  Subsequently, Mrs. ***** contacted our office again to reschedule the appointment she had previously abandoned. A new appointment was scheduled for June 12, 2025.
  On June 12, 2025, Mrs. ***** arrived to retrieve her personal belongings. Upon arrival, she was once again disrespectful and confrontational toward our office staff. The Office Manager intervened once more to explain the applicable fees, as allowed under Florida law, and reiterated that we operate in compliance with both the lienholders guidelines and Florida Statute 493. Despite these efforts, Mrs. ***** became belligerent and issued verbal threats toward the Office Manager.
  At that point, Mrs. ***** was advised to collect her belongings and leave the premises immediately.
  As a professional and licensed repossession agency, we are committed to upholding Florida Statute 493 and strictly follow our protocols and procedures to ensure fairness, transparency, and compliance. We strive to treat all customers with respect and expect the same in return. While we understand that repossession situations can be stressful, we cannot allow anyone to disrupt our operations or create a hostile environment for our staff and other customers.
  We remain committed to ethical practices and continuing to serve our community with honesty and integrity.

  Business Response

  Date: 07/08/2025

  Tell us why here...We have previously addressed Mrs. ****** concerns on multiple occasions. Nonetheless, we would like to clarify, once again, the events that transpired and reaffirm our position.
  Throughout this process, Mrs. ****** demeanor has consistently been negative and disrespectful toward our staff. We have thoroughly responded to her complaints and maintain video evidence that accurately reflects the interactions in question. We continue to stand by our business practices and the professionalism of our staff.
  Mrs. ***** initially contacted our office and was informed of the required fees and our standard protocols and procedures. These were clearly explained to her at that time, and she acknowledged and agreed to the terms. Her appointment was subsequently scheduled for June 4, 2025.
  Upon her arrival on June 4, 2025, Mrs. ***** exhibited a hostile attitude and acted disrespectfully toward the staff member assisting her. She also made inappropriate remarks in the presence of other customers. Due to the disruption, our Office Manager intervened to clarify to those present that each case is handled according to the specific requirements of the lienholder, in full compliance with our established procedures and Florida Statutes.
  Mrs. ***** became increasingly agitated, ultimately chose not to proceed with her appointment, and left the premises of her own accord.
  Following this, she contacted our office again to reschedule the appointment she had abandoned. A new appointment was arranged for June 12, 2025.
  On June 12, 2025, Mrs. ***** returned to retrieve her personal belongings. Upon arrival, she once again displayed disrespectful and confrontational behavior toward our staff. The Office Manager stepped in once more to explain the applicable feespermitted under Florida ****** reiterated that our agency operates in accordance with lienholder guidelines and Florida Statute 493. Despite these efforts, Mrs. ***** became belligerent and made verbal threats toward the Office Manager.
  At that point, she was instructed to collect her belongings and leave the premises immediately.
  As a licensed and professional repossession agency, we are committed to upholding the standards set forth in ******* Statute 493. We follow strict internal protocols to ensure fairness, transparency, and legal compliance in all interactions. While we understand that repossession matters can be emotionally difficult, we will not tolerate behavior that creates a hostile environment for our staff or disrupts our business operations.
  We remain committed to professionalism and respectful service and expect the same courtesy from all individuals we engage with.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23461392
  
  I am rejecting this response because: I would like to see the video evidence of me being threatening towards the staff to prove they are lying and the Lien holder as well as MV Trac told them not to charge me that they should not be charging me, this is ridiculous and these people should be shut down. The only person that was rude in this office was the one who is probably responding the other ladies were not rude! I also have a witness as my sister was sitting in the car watching the whole ordeal and how the office manager I will assume is the issue. No one told me to leave, absolute lies! 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:06/09/2025

  Type:Order 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: 23445220
  
  I am rejecting this response because: I was not alerted that I would not be able to retrieve my personal belongings until only a week ago after attempting to get them over a month now. Not only am I homeless now with nothing to wear I have had to pause my leaving for school due to me not owning any actual clothing. I highly doubt my mother was belligerent due to her humble nature. I believe there was irritation due to the fact she drove 3 hours just to be turned away. We are being told by our lien holder that you are in violation of your contract and that we are not required to pay. I see where you continue to state the statue but due to the contract you have with the company that overrules anything else as said by the lien holder. I resided in my vehicle at the time literally everything I own is in there including government issue documents! I also have on video the non-peaceful tow, not only was the car on and someone behind the wheel but I was in the backseat asleep. I could have easily pursued legal action which I have not done I simply want my belongings. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 06/11/2025

  Statement Regarding Personal Property and Repossession Account of ********** ******
  This account was assigned to our office on April 14, 2025, and the vehicle was repossessed the same day due to non-payment. As standard practice, personal property left in the vehicle is held until May 29, 2025, unless otherwise arranged. However, due to the customer initiating contact with our office, we extended the holding period beyond the initial expiration.
  Nearly a month after the repossession, the debtors daughter contacted our office to arrange an appointment for personal property retrieval. At that time, she was informed that, unless she provided a third-party release authorized by the lienholder, she would not be permitted to retrieve the property. It was also clearly communicated that fees would apply for the storage and handling of personal belongings, which she acknowledged and accepted.
  The first appointment was scheduled for May 21, 2025, but neither the registered owner (debtor) nor her daughter appeared or contacted us to cancel or reschedule. Following another call to our office, the appointment was rescheduled to June 2, 2025, and the debtor's daughter again confirmed her understanding and agreement regarding the associated fees.
  No third-party release was ever received. On June 2, 2025, the registered owner, ********** ******, arrived in person. Upon being reminded of the agreed-upon fee for the release of personal property, she became confrontational. Our supervisor attempted to de-escalate the situation and reiterated that, under Florida Statute 493.6404(2), we are permitted to charge for the inventory and storage of personal property. The debtor then became irate and belligerent and left the premises without collecting her items. Since that incident, neither she nor her representatives have contacted us to reschedule another pickup.
  We believe we have acted appropriately and within our legal rights throughout this process. We provided multiple opportunities and clear communication regarding the requirements for releasing personal property, including the need for a third-party release and applicable fees. Our procedures are fully aligned with the regulations of the State of *******, and we have made every effort to accommodate the debtor and her representatives.
  Relevant Law:
  Florida Statute 493.6404(2)
  If a debtor or his or her lawful designee appears to claim personal property prior to its disposal, such property must be returned upon the payment of any reasonably incurred expenses for inventory and storage.
  We remain committed to operating in full compliance with all applicable laws and regulations and maintain clear, documented procedures for property handling following repossession.

  Business Response

  Date: 06/26/2025

  Our company sends notices to both the registered owner and the lienholder within five (5) business days following the repossession. These notices are mailed to the last known address of the registered owner as provided in our records. Unfortunately, if the registered owner has moved and we are not provided with an updated address, this is beyond our control.
  At the time of the repossession, our driver informed the customer that she would need to contact her lienholder for further instructions. The driver also advised her that an appointment would be required to retrieve any personal belongings from the vehicle.
  Regrettably, the customer did not contact our office until nearly a month after the repossession. During that call, she referenced a third-party release that was not on file. Our office staff clearly explained that, because she was not the registered owner, she would either need a third-party release or the registered owner would need to be present to collect the personal belongings. It was also explained that the registered owner must request the release directly from the lienholder. We do not have control over the lienholder's processing time or documentation, and we must wait for the proper authorization before proceeding.
  We want to emphasize that we are not in violation of our agreement with the lienholder. We did not charge any personal property or storage fees for the belongings. Furthermore, under Florida Statute ********, Paragraph 2, we are permitted to charge a reasonable fee for the handling of personal belongings. This fee is categorized as an administrative charge for processing and scheduling the return of such items.
  Despite the delay in communication, our company made every effort to assist Ms. ******* We even took the initiative to contact the lienholder ourselves to obtain the necessary third-party release. Once received, an appointment was scheduled, and Ms. ****** was able to retrieve her belongings without incident.
  In conclusion, we believe our company acted in good faith and in full compliance with applicable laws and procedures. We assisted the customer to the best of our ability and within the boundaries of legal and contractual requirements.

• Initial Complaint

  Date:05/26/2025

  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.

  I watched a tow truck from split second towing park in 3 parking spots including a handicap parking spot just to wait for a drink order they were picking up while using a company truck Tow truck number ************************************************************************************************************************************************** a handicap parking spot with no pass it makes you wonder what other illegal things they do when they think nobodys watching

  Business Response

  Date: 05/28/2025

  After speaking with the driver of the #** truck, he confirmed that he was accompanied by a second driver and that the truck was attended at all times. The second driver briefly exited the vehicle to make contact with the customer or employee, as they were there to pick up the customers or employees vehicle.
  Regarding any concerns about improper practices, please note that our company operates strictly in accordance with established protocols and procedures, fully compliant with all Florida Towing Statutes. Additionally, it was late in the evening, the parking lot was empty, and the establishment was in the process of closing at the time of the incident.

• Initial Complaint

  Date:05/08/2025

  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.

  On May 1, 2025, my vehicle was reposes. I am homeless and live out of my car. Split is engaging in predatory, unethical and potential unlawful practices. Despite Florida Statute 713.78(4)(b), which prohibits a towing company from removing or tampering with any personal belongings inside a vehicle until the lawful hold period has expired or until the vehicle is to be sold at auction, The statute clearly states: A towing-storage operator may not remove personal property not affixed to the vehicle unless the vehicle is to be sold pursuant to the provisions of this section.Split Second Towing violated this law. My food and belongings were not affixed to the vehicle and were taken well before any auction process could have legally begun. -Since 1st of day of the repossession, the company was aware that the vehicle was going to be picked up. -When I got the car back, it was damaged and everything I had to eat was gone.- Statement from the female manager You should have paid your bill, and I stand by my people and say they did nothing wrong. "Besides your car is old"This is not just about one incident. I believe this company regularly preys on vulnerable people who may not have the means or voice to defend themselves. Their actions are unethical and inhumane. I am requesting; A full refund of the $75 fast processing fee. and Compensation for the food and for the damage done to my car of $650 I urge the Better Business Bureau to investigate this business thoroughly and take necessary actions to protect others from this kind of mistreatment.

  Business Response

  Date: 05/22/2025

  Tell us why here...Repossession Summary and Response to Customer Allegations
  Date of Repossession: May 1, 2025
  Repossession Agent: Experienced driver with over 15 years of towing and repossession experience
  Customer Redemption Request Date: May 5, 2025
  Redemption Hold Placed By: *********************** on May 5, 2025
  Please note: We operate under Florida Statute 493, not Florida Statute 713.78(4)(b), as we are a licensed repossession company and not a towing service. Under this statute, and with the lienholder's consent, we are authorized to access and remove personal property from repossessed vehicles.
  
  Timeline of Events
  May 1, 2025: The vehicle was successfully repossessed by our experienced agent.
  May 5, 2025: The customer contacted our office expressing intent to redeem the vehicle. On the same day, TitleMax placed a redemption hold on the account.
  May 6, 2025: The customer called again to schedule a redemption appointment. As a courtesy, a same-day appointment was granted.
  Upon the customers arrival, he was promptly attended to and provided with the necessary redemption documents. The vehicle was retrieved by a lot attendant using the customer's keys, allowing the customer to inspect it before signing. After completing the inspection, the customer signed the paperwork and took possession of the vehicle without raising any concerns.
  
  Allegations and Response
  Several hours later, the customer returned, alleging the following:
  Damage to the front bumper: The customer claimed the bumper was torn off. However, we maintain photographic documentation confirming the bumper was intact at the time of repossession and while the vehicle was stored on our lot.
  Glovebox damage and missing edible items: The customer also reported damage to the glovebox and stated that food items were left in the vehicle. We explained that we did not have access to the glovebox as the vehicle keys were not initially in our possession. Furthermore, under Florida Statute 493, food and liquid items are considered potential health risks and cannot be stored or returned for liability reasons. This was clearly communicated to the customer.
  It is also relevant to note that the vehicle in question is a 2007 model. Normal wear and tear, including the degradation of plastic components due to Floridas high heat and humidity, should be expected with a vehicle of this age.
  
  Final Remarks
  The customer reacted to our explanation with vulgar and belligerent behavior before leaving the premises. Since that incident, no further contact has been made by the customer either in person or via phone.
  As per our policy and standard industry practices, once a customer signs the redemption documents and leaves our premises, we are no longer liable for the condition of the vehicle.

• Initial Complaint

  Date:04/17/2025

  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.

   
  Complaint: 23218380
  
  I am rejecting this response because:
  
  I explained the car seat was necessary for a life or death appointment for the toddler with special needs. She said she did not care if the child died! Thats is when I got rude back. My husband received some of our items but not everything and they caused undue stress upon my family. They were very unprofessional and rude. I want a formal complaint filled and may be contacting an attorney! 
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/21/2025

  On April 17, 2025, Mr. ***** contacted our office less than 24 hours after the repossession of his vehicle. He was advised that, in accordance with Florida Statute 493, our company has up to 48 hours to process the unit. As per the statute and our internal procedures, we are not permitted to remove or release any personal belongings from the vehicle until the processing is complete.
  Our staff informed Mr. ***** that he should call back later in the day to speak with a supervisor for possible expedited assistance.
  Shortly thereafter, Mrs. ***** contacted our office and was belligerent, vulgar, and disrespectful toward multiple staff members.
  Mr. ***** later contacted the office again and was informed that the supervisor had been consulted, the process was expedited, and he could now come to retrieve the personal belongings.
  Both our office staff and supervisor addressed and resolved the situation in a timely and professional manner, fully within the guidelines set forth by Florida law.

  Business Response

  Date: 05/05/2025

  After reviewing the recorded conversation and speaking with the staff member involved, we have confirmed that Mrs. ***** raised her voice and spoke disrespectfully to our staff. Our team member was simply explaining that, per our established protocols and procedures, which are in compliance with Florida statute, we are unable to release personal property until the vehicle has been fully processed.
  

  Despite multiple attempts to calmly explain the situation and recommend that she call back later in the day to speak with a supervisor, Mrs. ***** continued to interrupt and verbally insult the staff member. At that point, the call was disconnected to de-escalate the situation.
  

  Shortly thereafter, Mr. ***** contacted our office and was respectfully accommodated. We expedited the process, and he was able to retrieve the personal belongings the same day.
  We take this matter seriously and have since addressed it internally with all office staff. As a result, we have reviewed and updated our protocols to better handle similar situations in the future.
  Ultimately, we were able to resolve the matter and assist Mr. ***** promptly. We appreciate your understanding

• Initial Complaint

  Date:10/06/2024

  Type:Order 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 apologies as my husband has been hospitalized andnis stilk in the hospital due to this stress triggering his ptsd because i was unable to evacuate for the hurricane becasue of my wallet and all forms of ID being jn the car. Tavares police department has a report on incident and are also following up on it tomorrow 10/18 due to them not returning personal items nor giving us a location.

  Business Response

  Date: 10/07/2024

  As per Driver, he arrived at location 847 LAKE ELSIE DR, Deer Island, FL 32778, this is a non gated property, vehicle was stationed in the driveway. Driver verified that this was the unit up for repossession. Driver also noticed vehicle doors were unlocked and attempted to contact resident via door knock with no positive resolution. Driver entered the vehicle and realized keys were inside the vehicle, he then continued to drive the vehicle to the street and continued the repossession process. Driver contacted the Lake County Sheriffs office and reported the repossession, Report # T24100295. 

  At no given time did the driver enter the premises of the home, nor was the vehicle dragged out of the garage or driveway. The driveway is not a paved driveway and no damage occurred, due to this information provided by the driver, we are not responsible or liable for any fees to be paid or settled to the customer. 

  Also, we are not opened on the weekends, Our office hours are Monday through Friday 9am to 5pm. Mr. Milliken would have to contact our office in order to schedule an appointment to retrieve any personal property that remained inside the vehicle. Unfortunately due to Mrs. Milliken not being on the loan we will not be able to provide her with any information. 

   

  If you need further information please contact our office

  Thank you 

  Customer Answer

  Date: 10/23/2024

  There was no good faith effort what so ever from the company as they have still not responded nor allowed us to retrieve items. In addition they broke into our garage which is illegal and we are continuing with pressing charges. Very disappointed with the BBB as if you would take the time and look at this companys reviews they continue to break the laws and without reprimanded that is why we are continuing with pressing charges.

  Customer Answer

  Date: 10/24/2024

  There was no good faith effort what so ever from the company as they have still not responded nor allowed us to retrieve items. In addition they broke into our garage which is illegal and we are continuing with pressing charges. Very disappointed with the BBB as if you would take the time and look at this companys reviews they continue to break the laws and without reprimanded that is why we are continuing with pressing charges.

  Business Response

  Date: 10/24/2024

  We have answered the phone and explained the process to the debtors mother. We did advise they will have to contact the lien holder to authorize a 3rd party release do from what debtors mother stated, debtor is not available. Once again we explained the process and until we do not receive the proper documentation, we are unable to release the property to a 3rd party. We can schedule the appointment for the debtor with out any further delay, but he must come in person. By law, policies and procedures we are required to have a 3rd party personal property release if an immediate family or friend is picking up the personal belongings on behalf of the debtor. We have provided the phone number to the forwarding company that assigned the repossession order to us, in order for them to expedite the 3rd party personal property release. This is something that the debtor must put in motion. Unfortunately we can not do this on our own, due to other parties being involved such as the lienholder and forwarding company 

   

  Once we have the release, we will schedule the appointment with further hesitation. 

• Initial Complaint

  Date:07/24/2024

  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.

  On 07/24/24 they attempted to tow my car for being parked improperly. I was 5 feet from my vehicle and attempted to move it prior to them actually picking it up. They seen me and continued to approach my vehicle I got in to remove it then he continues to hook and lift it. He then demanded cash to put it down. I had to pay to avoid paying triple for an actual tow. They refused credit card transactions and I received no receipt of the transaction. They claimed the vehicle was abandoned, but if I was able to move it before they got it hooked up how is this abandoned ? Deceitful practices at best. However this business seems as though its a scam they use to play they system. This is the most unprofessional business interaction I have experienced. BBB please shut them down. They have an F rating. Seems clear to me they are not a good business.

  Business Response

  Date: 07/25/2024

  Unfortunately ****************** has made a complaint against the wrong company. We are a repossession agency and we do not do tow aways and we do not run the ******* area. Split Second Towing and Transport is located ************************************. We are located in *******, *** 

• Initial Complaint

  Date:04/17/2024

  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.

  My car was picked up for repossession from split second towing on Monday April 15,2024. It was a misunderstanding on my part and I take ownership of that. I offered to pay the money owed before the tow truck driver took my car away. I paid the money the next morning and waited all day for split second towing to call back with an ***********. I finally got a hold of ******* at split second this morning (Wed) and am being told the earliest time I can pick up my car is Tues April 23 at 2pm. I have a special needs child and this is my only vehicle. I have a job at the airport that I work full time. There is no public transportation where I live. This is completely excessive to have to wait 6 MORE days for my car. I have an important doctor *********** for my special needs child tomorrow morning.

  Business Response

  Date: 04/18/2024

  Order for repossession was assigned to Split Second Towing and Recovery, LLC by forwarding company representing TitleMax on 04/15/2024. Unit was repossessed on same date repossession ordered was assigned. Once we have the unit repossessed we are not allowed by law to take any monutary amount to release the vehicle. ********************* did in fact make payment arrangements to TitleMax and redemption documents were sent to our office on April 16, 2024. We spoke to ****** from Instaloan/Titlemax in reference as to her redemption, we  did advise that we do not do same day appointments and the earliest appointment would be for the 25 of April 2024. We also did advise that through company policy we do everything by appointment only. We attempted to make arrangements to get her an earlier appointment but there were no cancellations for an earlier date untill the 23 of April 2024. Unfortunately we did not have ******************** phone number to contact her and advise. ******************** did contact our office the following day April 17, 2024 and advised her that we were able to schedule her for an earlier appointment date of April 23, 2024. ******************** at this time was very disrespectful and irrate. We attempted to explain  to her once again company policies  and she became belligerent. We do understand that everyone  is going through a process in life but unfortunately company policies are just that company policies. We did indeed try to accommodate her to the best of our abilities. 

  We do not feel responsible or should be held in any way liable or agree that we should compensate her for her responsibilities that she failed upon.