Complaints

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

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  Northwest Recovery

  4050 Industrial Ave Rolling Meadows, IL 60008-1026

• 

  Northwest Recovery

  1834 Walden Office Sq Ste 575 Schaumburg, IL 60173-4400

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:06/21/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got my work van towed and was given an original receipt. I paid $520 and lost the original paperwork. I called to request a copy and was given so many reasons why they cannot provide one. I have never heard of a "law" that prohibits a company from providing a copy of something YOU paid to them. They continued to hang up on me and call me out of my name. Extremely unprofessional business.

  Business Response

  Date: 01/17/2025

  Good afternoon *******,  we are not required to give you two copies .  please file a complaint with the *** police and they will investigate this further

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business is not open 8 hrs a day causing inconvenience to a lot of customers. They took some of my belongings from my car and put the rest in a garbage bag even though my car was never up for sale and I paid the release fee right after my vehicle was towed meaning my belongings shouldnt have ever been touched. They tried charging me $150 to get my vehicle, then when I called my finance company I was told they do not require an additional fee to release the vehicle. The company should only be charging a fee to pick up personal property. The manager is rude and disrespectful & I was hung up on twice. On the companys website it says theyre for the people however all of their policies are inconvenient. Also after already waiting 1 week to have my vehicle released they advised they dont do same day appointments so I have to wait 4 additional days when an appointment is available just to pick up my vehicle.

• Initial Complaint

  Date:06/10/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wouldnt let me get my belongings out of my vehicle Also did not send me any kind of documentation of them destroying my truck

  Business Response

  Date: 01/17/2025

  Good afternoon ******, please file a complaint with the *** police .  They will investigate the whole process of the tow and the paperwork.

  
  

• Initial Complaint

  Date:04/16/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was towed illugaly by northwest recovery and they damaged my car.I want to be paid for the damages and refund if the fee

  Business Response

  Date: 01/17/2025

  Good afternoon Gergana,  please file a complaint with the *** Police.  They have our insurance information and will investigate the tow

• Initial Complaint

  Date:12/21/2023

  Type:Product 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.

  Dear Northwest Recovery I hope this letter finds you well. I am writing to formally address an incident that occurred on 12/21/23 involving the improper towing of our company truck from our private dock at *********************************************************************************. This unfortunate incident has raised concerns about the conduct of your company and has left us dissatisfied with the overall service provided.On the aforementioned date, our company truck, which prominently displayed our property parking sticker/permit on the front windshield, was towed without proper verification by your towing personnel. Despite the clear visibility of our valid parking permit, the towing was executed, resulting in an unwarranted inconvenience for our business operations.The subsequent interactions with your employees at the premises exacerbated the situation. We were charged a towing fee for an error that was solely attributed to the oversight of your staff. The treatment we received was, regrettably, inhumane, and attempts to rectify the situation were met with resistance and an unwillingness to acknowledge the mistake on your part.We believe that such conduct is not only unprofessional but also raises questions about the adherence to proper procedures and ethical standards within your organization. As a paying customer, we expect a level of service that includes due diligence before executing actions that have financial implications.We kindly request a thorough investigation into this matter and a prompt resolution. We also seek a refund of the towing fee, given the circumstances surrounding the wrongful towing of our company truck.We trust that you will address this matter with the urgency and seriousness it deserves. We appreciate your attention to this issue and hope that steps will be taken to prevent similar incidents in the future.Thank you for your prompt consideration.

  Business Response

  Date: 01/30/2025

  Good afternoon ****, please file a complaint with the *** Police to investigate the tow . They will take action if needed

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This occured December 6, 2023. My car was repossessed from Global Lending. I paid the money to get the car back and they told me to call this Tow Yard to get my car and to pay the ****** Admin fee and the 25 dollars per day for storage. The lady told me it would be $****** to get the car from Northwest Recovery. Well I got a text from Northwest Recovery saying it was going to be ****** because they were charging me for my personal property that was in my car. I told them you cant charge me for my own belongings. I didnt even have anything in the car not even the trunk but one purse. They told me they were charging ****** to get my license plates back from them then. I told them that is not legal and they told me if you want your car then you will pay it. I went to this place and you go in there and you stand in front of a glass where you cannot even see anyone on the other side at all. IT is completely black that is not legal either. There is not one sign in that place to read and they have not one sign with their policies or nothing up this cant be legal either. I want my 175,00 back because they cannot charge me for my license plates or my own items in my car. They are operating under 3 different names . That is not legal either. NWR Transport , Northwest Repossession and Recovery NWR Repossession. When I called the BBB they could not even find them in their system. I want my $****** they cannot charge me ****** to get my license plates back they are not the **** Please help

• Initial Complaint

  Date:11/05/2023

  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.

  They towed my car with my pass in the window. The window is a little tinted and it was frozen. I live in the building my car is there everyday then the other tow truck driver said its to the drivers discretion.

  Business Response

  Date: 01/30/2025

  Good  afternoon *******,  the parking permit is not clearly visible it is a legal tow.  You should file a complaint with The *** police they will investigate the tow

• Initial Complaint

  Date:10/18/2023

  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.

  I had a car stollen. it was reported ******. the tow company found the car did not contact the police knowing it was *******. then the towed the car to there lot. the police where theb not able to procces the car now that it was tamppered with. leading to be not being able to find out who took my car.

  Business Response

  Date: 01/30/2025

  Good afternoon *******,  if you feel we did do the proper reporting to the police please contact the *** police to investigate the tow.

• Initial Complaint

  Date:09/05/2023

  Type:Sales and Advertising 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.

  This company was hired as our tow service for our community. They are now starting to impose an annual fee to homeowners for parking spots, that were already assigned to the homeowners! We had to register our vehicles and personal information w/the tow service. What a total scam cash grab! A fee for what? A fee for "protection" of our spot? This sounds like mob activity. This can't be right. If someone is in MY assigned/reserved space, they will be called to have the car towed! They don't need to monitor our reserved spaces. They probably aren't going to do anything anyway! Just monitor the ***** spots only for use and abuse. What a total scam!

  Business Response

  Date: 01/30/2025

  Good after **** *****, this was a property board decision , you can file a complaint with the *** police.

• Initial Complaint

  Date:06/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 13/2023 at 10:30pm I went to Visit a female friend at her apartment building. While inside for two hours my car was towed out of the driveway of the apartment building by NWR (NorthWest Recovery) So at 12:30am on June 14 /2023 an employee of NWR. When calling the location in ******** [**************] I was informed that the tow would be 216 with a storage fee of 45 dollars. So 261 was required to retrieve my vehicle. The problem with the whole situation is permitting a visit on grounds requires a location on site for the visitors of the property to obtain proper documentation to visit the tenants in the building. If I cant obtain a permit or authorization for visiting these individuals how can I be permitted? Seeing that I was VISITING A TENANT IN THE BUILDING and wasnt there for a whole day I shouldnt have been towed from that premises but whatever contract NWR HAS WITH THE PROPERTY OWNERS is infringing on citizens rights. While also scamming the individuals who are towed from these premises. Im seeking full reimbursement of funds and a thorough investigation of the business. If you cant get my refund from the business I will be filing a civil suit against the business and the employee that towed my vehicle. I strongly encourage the ************* to choose their response accordingly because the circuit clerks office in ******** isnt far from there business

  Business Response

  Date: 01/10/2025

  This is something you would need to talk to the apartment complex about, we do not make the rules of the property we just enforce the rules. Since this is private property the owner of the apartments makes the rules for towing .

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 20185015
  
  I am rejecting this response because: The property wasnt the reason I got towed I got towed because your employee/ contractors needed money at the time. I wasnt there two hours and my vehicle was removed from the property. I would like to be refunded and reimbursed for the inconvenience caused by your service and if not I would be filling a civil claim for more than was giving due to the facts surrounding the incident I think I may be able to reach a settlement on my behalf 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/14/2025

  I am sorry you feel you were wrongfully towed.  You could always make a complaint will **************************** police. They will do an investigation and if the find it was wrongful they will make me refund you.  Have a great day

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 20185015
  
  I am rejecting this response because:
  I'm going to file s civil suit against the business and the employees maybe then you will understand the fraudulent activity of your company. I will also file my complaints with the proper agency .I may can start a class action if I get enough complaints about your actions at the location(s)
  Sincerely,
  
  ******* *****