Complaints

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

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  Collateral Recovery Solutions, LLC

  1784 E Webb Ave Burlington, NC 27217-7416

• 

  Collateral Recovery Solutions, LLC

  306 Belmont Mount Holly Rd Belmont, NC 28012-2607

• 

  Collateral Recovery Solutions, LLC

  PO Box 213 Elon, NC 27244-0213

• 

  Collateral Recovery Solutions

  306 Belmont Mt Holly Rd Mount Holly, NC 28120

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:07/07/2025

  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 am rejecting this response because: I have a recording where their representative can be heard overtalking me multiple times, even after a request was made for her to stop overtalking.

  The items that were in the vehicle held value well over $30, which is the reason why I am pursuing the issue. There was a sign in the trunk with my business logo, valued well over $30. There was a 6' foldable table in the backseat that was used by the company that I work for whenever I attended work events, which had a value well over $30. There were giveaway items in a purple tote bag in the front seat with my company's logo that were used to be given out at work events to clients, well over $30 in value alone as well.

  The first call to the business was made May 9th at 1:10pm (which is verified by my phone records).

   I started recording the last interaction at 1:55pm on 7/7/25 when I began to document details due to the way the representative spoke to me prior my ability to be able to record the interaction myself. 

   

   

  
  peak with someone (phone records show my multiple attempts).On Monday, July 7th I called Collateral Recovery because I was informed by the local auction company the week prior that even though the vehicle had been sold, my items would still be available for pickup by the original company who took possession. When I called Collateral Rcovery, I spoke with a ***** (she refused to provide her last name or an ID #, just that she's in the redemption department) who told me that my items were discarded on 6/17/25. I informed her of my letter from ************ stating that I had 60 days to retrieve my items and the date they discarded was well before that date. She said their policy is 30 days only and I was misinformed.***** overtalked me multiple times even though I asked her not to and eventually disconnected the call before I was finished with the conversation. ** Financial states I need to get the issue resolved with Collateral Recovery, even though they have no accountability.

  Business Response

  Date: 07/16/2025

  Upon reviewing this complaint and verifying the validity, it is evident that there are several discrepancies in the accusations.  1) Our system show no appointments made to retrieve personal property from May 2nd through the current date of this response.  2) The first phone call our office received from the complainants phone number was on 06/30/2025 at 4:40pm, in which she was advised that personal property scheduling is from 10am - 2pm, Monday - Thursday.  3) The complainant called back from the same phone number on 7/7/2025 at 1:50pm and spoke to ***** at 1:51pm who advised her of the 30-day personal property hold (based on our contract on with her lien holder).  Upon the first true call where she spoke with our representative on 7/7/2025, it was 67 days post-repossession prior to attempting to make a valid attempt to retrieve personal items.  The entire 5 minute and 34 second call was reviewed and at no time did our redemption representative talk over her.  It is apparent that the complainant had our representative hold for a period of time and started recording the call and asking the same questions for repeating purposes. The representative was asked questions and then when answering, the complainant began to ask other questions.  She had complaints about our hours not being convenient, but it seemed convenient to call well after 60-days post repossession to complain about her property being disposed of according to our 30-day hold time based on contractual obligations with her lien holder. What they typed in their letter does not match our contract (which she wouldn't know), but regardless, she made 1 attempt to call about property on 06/30/2025 and then waited until 7/7/25, which is outside of the 60 day window, to even attempt to make an appointment. Based on the photo evidence, there is about $30.00 worth of property in the car, at most.  Her complaint needs to be addressed with her lien holder, not the repo company.  

• Initial Complaint

  Date:06/16/2025

  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 towed by Collateral Recovery Solutions (phone: ************). I recovered the car on Monday, June 9, 2025, only to discover that it was damaged during their possession. I contacted them the same day and below is the information I submitted in my damage claim that next Wednesday, June 11, 2025, followed by their response:1. Upon retrieving my vehicle from the tow yard, I immediately noticed that the front passenger-side spoiler was detached from the body of the car. I brought this to the attention of the administrative staff member, who took photos of the damage and instructed me to call the claims number after 2 PMwhich I did. I also documented the damage with my own photo.2. I was also informed by the staff that the brake system error showing on my dashboard would likely resolve itself after driving for a short time. It has not.3. While driving, I began to hear a rattling or knocking sound coming from underneath the vehicle, especially when turning. The sound intensified as I pulled into my driveway, to the point where it felt as if the car might fall apart. Additionally, the car felt resistant when reversingI had to press hard on the gas just to get it to ******* part of this claim process, I was told I would need a damage report. I contacted a trusted mechanic, who agreed to examine the vehicle as a favor. After explaining the situation and symptoms, and after driving the vehicle himself, he concluded that my 4WD car had likely been towed incorrectlynot on a flatbed, which I can confirm, having personally witnessed the car being taken by a standard tow truck. Because the car was in park during the tow, he suspects that the differential has been damaged. THEIR REPONSE TODAY: Vehicle was towed on tow dollies. Nothing he did would affect the drivability of the vehicle as all four wheels / tires were off the ground.

  Business Response

  Date: 06/25/2025

  As shown in the photos in addition to the signed release, there is nothing we did to cause any damage to this vehicle. It's a 2016 ***** and due to wear out. While the timing is coincidental, we are seeing this more-and-more ... people will need significant repairs to a financed vehicle, they quit paying for it to allow it to be repossessed, then blame the repo company in efforts to have their vehicle repaired at the repo company expense. The vehicle was placed on tow dollies which negates the need for a rollback as all four wheels are off the ground. An AWD vehicle must be towed this way as the tires / wheels do not turn if not. 

• Initial Complaint

  Date:05/17/2025

  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.

  Ive contacted this business several times to stop them from harassing my family. I told them to knock on my door and tell me whose vehicle they are looking for because all mine are paid for. I even told their dispatcher to tell the driver to knock on my door so we can talk. Maybe I know who theyre looking for since Ive lived in this neighborhood for ****************************************************************************************************************** three days later. After seeing all the reports of them towing cars unlawfully Im afraid they might steal one of my cars. What legal remedy do I have right now before that happens?

• Initial Complaint

  Date:01/06/2025

  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.

   I am rejecting this response because:

  Good afternoon, 

   

  I'm following up with a complaint I filed with BBB. The complaint was closed due to lack of response however, I was caring for my sick children and did not see the response. Also, in the meantime, I was told by the company I had to file a claim form directly with the company, in which I did and provided additional video footage. I've tried to call them several times to follow up and they only work between certain business hours and I've been unsuccessful. I finally got a hold of a representative today in which I was instructed that the claim is being handled through BBB and they won't assist any further with my claim which contradicts what they advised previously when I called and they sent over claim information. 

   

  I'm hoping we can open this case back up considering the circumstances. 

   

  Thank you, 

   

  ********* Pardo 

  ************

  
  
  
  lped a bit. 3/4 of the way off, the started the truck and pulled it into our driveway, at that time I happened to look at the mileage as I also took an odometer picture earlier this morning when hooked up to the wrecker before it left. The mileage from this morning at 1am read ******* and came back to our house at 5pm at ******* a discrepancy of 36 miles. We were told the vehicle doesnt get driven, it is in a safe locked location. We left keys with the driver that picked up the vehicle so it didnt have to be damaged moving around the lot. There is also damage to the right front rim and the hitch as mentioned earlier. The truck was sitting crooked on the bed of the tow truck upon arrival. I tried to contact the company and refused to sign off on the hold harmless paperwork and mentioned all related concerns to the driver, who advised to contact the office since he is only a driver for the company and not responsible. Im beside myself that this company would put 36 miles on my vehicle

  Business Response

  Date: 01/09/2025

  1) Vehicle secured per client direction ... if their error, that's on them. 2) The debtor did not provide keys to the repo driver as noted and documented in the recovery platform.  3) We don't operate with rental trucks (Ms. ***** issued false accusation to fit her agenda). 4) Ms. ***** stated that her vehicle was returned to her via truck, but yet states she arrived to the facility where the vehicle was located, so was it returned / delivered back or did you pick up from the storage facility? 5) Vehicles don't get driven, especially a vehicle that didn't have a key with it ... it's impossible. If we had the keys, he wouldn't have had to dolly it to the yard as shown in the photo.  6) There is nothing done that would create damage to the wheels.  7) The signed paperwork is between you and your lien holder.  We have marked it as "Refused to Sign" as agreed.  

  Business Response

  Date: 01/24/2025

  The claims representative that responded to the claimant is correct.  The initial claim was filed with our company.  A subsequent claim was filed with the BBB.  Once our company receives subsequent claims either through the lender or the BBB, our internal claim is immediately closed.  Our response to this claim is included previously and has not changed, and the complaint / claim will remain closed, as answered.  

  Customer Answer

  Date: 01/29/2025

   I am rejecting this response because: I am rejecting this response because: the claim form from the company was received after my submission to the BBB which was the reason I followed through with the claim process directly through the company. The vehicle was dropped off to my house due to it being wrongfully repossessed. It wasnt just me and the driver present when the vehicle was delivered. Another witness was present and recorded. *** provided the business with 4-5 emails and advised that additional camera footage could be provided if needed. I have video where the driver who originally repossessed the vehicle accepts the keys so the vehicle doesnt have to be dragged around I can email the video if you can provide an email that I can send them too. 
  
  

• Initial Complaint

  Date:12/11/2024

  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 rejecting this response because:  

  That makes no sense at all. Even I know based off the reviews from the company itself they take no accountability for their actions when they are in the wrong. For them to use a smart remark saying I dont know what the vehicle looked like before they towed it is insane and disrespectful! 

   

  I was able to get into my passenger side door without any issues the night before without a scratch or fender lift. I clearly have pictures of the vehicle in perfect condition if i need to provide proof. My vehicle was parked on the hill and hard for a tow truck to maneuver it out of the driveway. If you all need to come out and investigate my premises please let me know. But Im not giving up on this complaint because clearly they dont care because the car was repossessed. You should still treat other peoples property with respect. Based on their history they have not done so either. All of their staff is rude on the phone and they take forever to respond to an email. If it takes two weeks or longer they automatically deny you and thats not right. Especially if the individual is giving the business ****** however because I have to stand on business now because they dont want to seem to compensate i guess we will have to keep this going until this situation is resolved.

   

  ******** ********

  
  
  
  

  Business Response

  Date: 12/13/2024

  We appreciate the BBB complaint.  The vehicle was repossessed, the damage is present in the driver photos, taken prior to him putting it in the storage yard. The truck and lift is black, so white paint makes zero logical sense to accuse our company or driver. The amount of rust on the damage photo this complainant submitted makes it clearly evident it was there prior to us picking the vehicle up. Anyone familiar with towing a vehicle can understand that damage under a passenger door and to the door/fender located BEHIND the front tires isn't feasibly possible with a tow truck that towed the vehicle from the front wheels. The lift enters from the front of the vehicle and touches the front side of the tires. The reason the claim is denied is there are no physics possible that relates the damage on the vehicle to being caused (or possible) by a wrecker. What the complainant did the night before that he doesn't remember seems to be a more logical explanation. Have a Merry Christmas!!

• Initial Complaint

  Date:08/08/2024

  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 paid for my car the first day it got repoed and had to wait 2 days we'll I get my car back today and have ants all in the car not to mention my borlar exuhast is bent and scratched and the worst part is my brand alternator was swot he'd out and I have proof it was because my mechanic told me that's not what I just paid him for and the serpentine belt don't match the box it came in because it was just put on as well something need to be done a proper investigation need to come about but I have proof

  Business Response

  Date: 08/09/2024

  The vehicle was repossessed on 8/6/2024 @ 4:50am.  We received the release from the finance company on 8/7/24.  *********** procedures are to follow appointment schedules for each storage location.  Depending on the time **************** called the office to set the appointment (this can be verified if needed), it may have been later in the day or there were no available appointments on 8/7/24 when he 'wanted' to get his car back.  The appointment was scheduled for 10:30am on 8/8/24 (the earliest available appointment that day).  We have no need nor desire to hold a vehicle.  When one leaves, it just makes room for another one, so the sooner they leave, the better.  I have attached photos of the motor and vehicle as reference.  What you see is the way the car was when it was picked up and the way it was when it left.  Out of everything that was on or in the car, not sure what anyone would do with an alternator and serpentine belt off of a 9 year old Corolla.  Our lot staff person drives a Chrysler minivan, won't do her any good.  It would make sense that if anyone was going to attempt to steal anything, they first wouldn't take photos and second, they would probably go for something more valuable, like the two handguns located in the vehicle.  While this attempt at a claim is appreciated, it's pretty far fetched considering what we are dealing with.  Thanks for contacting the BBB, but we're going to have to decline this one.  

• Initial Complaint

  Date:07/16/2024

  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 *** ****************************** attempts to make a quick getaway during a wrongful repossession. The claims department disregarded my video showing the improper repo and the photos of clear damage to my car. My car was serviced at *** just a week before the tow which gives me a clear video of my car without the damage that accrued from the tow. The claims manager's response was "A lot of things can happen in a week" Then I suggested finding a common ground here because it was clear my car was damaged and my claim is legit. He proceeded to talk down on me, "only disgraceful people like you get title loans they can't pay for" then hung up the phone. Even though my car was wrongfully repossessed and I didn't have a outstanding title loan or any loan. This company needs to be held accountable.

  Business Response

  Date: 07/18/2024

  We reviewed the customer's video.  It clearly shows the driver hook to the rear of the vehicle that was parked in the street next to the curb, roll less than a block, stop in the street, and hook up tow dollies.  The title loan company approved the repo order, we repo'd the car.  The response to the customer's repeated statements of "You run a disgraceful company, you run a disgraceful company," was met with a response of, "Disgraceful people accept title loans and the pretend they don't owe them and then don't pay for them."  This customer inspected the car, signed the release and left our lot with the vehicle.  Only the unsatisfied turn into keyboard warriors and post complaints. This customer chose to state that he had read all of the reviews, etc. and there are many of them.  Count the negative reviews then find out how many cars we repossess.  The reviews are a miniscule fraction of the total.  Most people that leave without complaint don't jump on to give a 5-star review of their great repossession experience.  

• Initial Complaint

  Date:05/08/2024

  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.

  ---------- Forwarded message ---------
  From: <******************>
  Date: Thu, Apr 4, 2024 at 2:49 PM
  Subject: Claim Ref # ******
  To: <*************************>

   

  Good afternoon:

   

  The Claims Team has reviewed the aforementioned claim.  Based on the photos of the dirt driveway, it seems that simply driving over the area where the vehicle was taken from would be the easiest solution.  In repossessions efforts, there are occasions that require removing a vehicle from its current location to a location that is either safer or better suited to utilize the tools needed.  Once that happens, the driver can carry on about his night.  Dirt and damage dont really coincide as damaging dirt really isnt possible.  Some rain and further driving over the area in the photos will solve this very easily.  This claim is respectfully denied by Collateral Recovery Solutions, LLC.

   

  Best Regards,

   

  Claims Department

  Collateral Recovery Solutions LLC

   

  ---------- Forwarded message ---------
  From: ******************************* <*************************>
  Date: Thu, Mar 28, 2024 at 6:58 PM
  Subject: Re: ******************************* - Claim Form
  To: <*******************************************>

   

  

  THESE ARE SOME ITEMS I DIDN'T RECEIVE FROM MY 2017 GMC YUKON DENALI XL THAT YOUR COMPANY REPOSSESSED AND TOOK MY PERSONAL ITEMS FROM TRUCK BUT DIDN'T GIVE ME, I'M ALSO MISSING ITEMS ABOVE THE *** VISOR AND GLOVE BOX AS WELL AS BEHIND RADIO AND IN CUPHOLDER AREA. WHERE IS MY PERSONAL BELONGINGS?

   

  On Thu, Mar 21, 2024 at 2:14 PM <*******************************************> wrote:

  ******************************* - Claim Form

   

   

   

  things and the guy said this is all that has your name and vin# on he doesn't know where the rest of my stuff is, and now they are denying responsibility for missing items as well. I have pictures of the damage to the yard as well as missing personal items from my 2017 GMC YUKON DENALI XL, I've contacted them several times and always getting the run around until today now they are denying everything. I even asked them to check the camera system recordings since they have security surveillance, the answer was if you taking us to court we would provide it but other than that they trust their employees don't steal, I have proof and witnesses of items in my *** upon them removing it I'm trying to upload information and pictures, but your system is not letting me upload anything saying the files too large. The total for missing personal property items and damage repair to fix my mom's yard is $3,290.70 and I have a receipt for all items as well as an estimate for damage repair to the yard.

  Business Response

  Date: 05/13/2024

  Not sure how many times we have to keep going back and forth on this.  I've responded, responded again, get a finalization from the BBB, yet here we are again.  We will no longer communicate regarding this claim. 

  Customer Answer

  Date: 05/14/2024

   I am rejecting this response because: They have prior history from all the reviews on BBB website of missing or stolen items from people who theyve repossessed vehicles. And I have proof of items that was in my SUV before it left my yard. There was 4 vehicles in yard and mine was removed and now items that was in my car is missing no other vehicle in yard has items missing so it happened in their possession. They have stolen my personal property from my vehicle.
  
  
  

  Business Response

  Date: 05/16/2024

  Photos uploaded, nothing in car.  Items in question would have remained with the vehicle (floor mats, head phones for rear entertainment system, trailer hitch).  The yard staff removed what was in the rear of the vehicle as she claims she got a baseball bat that was there.  If anything else would have been there, he would have removed it.  The signed release/hold harmless form has been uploaded.  It's the same form we sent to *********************** office to respond to this same claim with them.  If the amount of effort to harm a business here was used to do good, wouldn't the world be a much better place. 
  It's interesting you state you've read all of the BBB reviews (maybe ***** at most).  We repossess nearly ****** vehicles per year.  If this was a "regular" occurrence, wouldn't it be logical to assume there would be far more reviews / complaints of this nature?  
  We hope you have a great summer and looking forward to serving you again in the near future!

  Customer Answer

  Date: 05/17/2024

   I am rejecting this response because: Ive asked for video footage of items being removed out of SUV and was told only if going to court. Its sad but true that youre company has thefts that occurred while on your property but I know what was in my SUV when it left my property the fact that you cant provide evidence of anything is mind boggling. I had to sign your paperwork to get the items your employee chose to return to me but again where is the rest of my property and what about the damage you caused removing my SUV from my familys property. This is not acceptable from any company that is responsible for stolen property or damages to property. The pictures you uploaded is after youve removed what you wanted to keep for yourself apparently. Someone has my personal property as well as my personal information which at this point I feel as if I need to go to police for stolen identity Im not sure what your company will do with my personal information since you all stole my personal property and information from my SUV.
  
  
  

• Initial Complaint

  Date:05/02/2024

  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.

   I am rejecting this response because:
  I never received any of the belongings that were in my car when it was repoed. I was made to sign the release for my items as someone went to get them. I stood there for an hour while they searched. The items that were in the center so some I can let go. However none of the emails were just screenshots. I have the threads. No one ever contacted me in anyway to let me know the claim was rejected. 
  
  

  Business Response

  Date: 05/07/2024

  Good morning.  We have attached all interior photos of this vehicle that were taken at the time of repossession.  To speak to this individuals accusation of us not having a picture of the center console, we have a photo but not of an open center console.  Due to the overwhelming presence of needles, fentanyl, and other dangerous substances and items, our drivers avoid "digging through" consoles looking to simply capture a photo.  As seen in the rear seat photo, the Ariat boots are there, and would have been stored with her items and returned to her at the time of property redemption. Furthermore, the number of items she claims to be in the vehicle, but not concealed in a console or glove box, where are they?  They aren't in the photos ... This individual claims to have sent an email on 10/6/23 about how courteous our yard staff is/was, yet after reviewing our inbox, no such email was received. A screenshot is far from proof of something being done. In this instance, like many others, individuals focus all of their time and efforts into attempting to damage the reputation of a person or business. Imagine if this much effort was put into doing something worthwhile and simply doing what is right! Everyone wants a quick paycheck without having to work. We denied her claim after requesting all alleged missing items and alleged dollar value. Amazingly, her items came out to a flat $500.00, approximate alleged value. After reviewing signed release documents and dialogue with our attorney and accountant, the claim was denied (and it still is).  

  Business Response

  Date: 05/07/2024

  Based on our records, a response was submitted to your email address on 10/10/2023 and 10/13/2023. The young lady is accurate in what she told you, even though that information is irrelevant. The claim has been responded to not only via email, but now here ... 7 months later. Just as in October's email, the "request" for a $500.00 has been denied based on conversations with our accountant and company counsel.  

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I accept it because it has become quite clear that this company will not honor their statements in a previous email as to whether replace or reimburse. I have never received an email from them saying the claim had been denied, had that been the case when I emailed in April asking for an update or when I called in the beginning of April that information could have been given and this complaint would not have been filed. I will accept their convenience out of their responsibility as a business because that is less stressful than going back and forth with a shady business.

• Initial Complaint

  Date:08/30/2023

  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.

  August 21, 2023: requested a voluntary surrender of our vehicle. We were told the tow company would call us to retrieve the vehicle. The car was cleaned, and the keys were placed in the car as requested.
  August 22, 2023: Collateral Recovery Services called to confirm they were about to retrieve the vehicle. We confirmed location of the car, and the keys were in the car. The vehicle was picked up between 3:15p-4:30p
  August 25, 2023: Received call from finance company and tow company stating the car was never received.
  August 28, 2023: After numerous calls to both company, my husband and I retrieved the vehicle, located 15 minutes away at an apartment complex.
  August 30, 2023: After requesting another surrender, the tow company called to confirm pickup. They requested the keys are placed in the vehicle, and we denied the request. We explained to Hannah, the tow rep, that we had a bad experience and want to ensure the vehicle is properly retrieved. We asked to file a complaint with the company, and Hannah stated it wasn't her guys who did this. She stated that despite our phone records showing that they called us on August 22nd, her company didn't call. She then proceeded to get loud and yell 'ma'am, do you want your car picked up or not?' I calmly reminded Hannah that I didn't raise my voice and would appreciate her lowering her voice. I explained once again the situation and that we need to ensure this vehicle is properly collected. We are requesting all information on the individual who will be collecting the vehicle. She remained with an attitude. After reading reviews for this company, I'm concerned that our vehicle will be damaged and stolen again. We have submitted photos and videos of the vehicle's current condition, including the food and trash left in the vehicle by their driver.

  Business Response

  Date: 09/11/2023

  Without a name to pull the account, unable to provide further documentation.  I do remember the call and Hannah asked me if we picked the car up.  I checked the system and called the driver and we did not secure.  It's odd that they "found" the car in another apartment complex and then called to surrender it again.  It appears that someone they know drove the car.  If someone steals my car, I would report it to the police department prior to anything else.  Without a name, I cannot confirm whether or not we have secured the vehicle at this point. 

  Business Response

  Date: 09/19/2023

  I'm not sure why this individual will not let this situation go.  She put the keys in the car.  Apparently someone she knows moved / drove it, before we got there to secure the car.  Allegedly they found it somewhere else and instead of calling the police, they just decided to jump in it and take it home.  We picked the vehicle up over 2 weeks ago.  Not sure why this individual continues to harass us over her family or friends driving the car.