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:04/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was used by *********** financial to reposses my car. I was told that after I make my payment I would be able to retrieve my car. I made my payment and then found out you have to schedule an appointment at least 24 hours in advance. I called my loan company and the recovery company to see if I could get someone to speed up the return of my vehicle. No one explained the process to get my car back all employees were rude and told me I needed to calm down and wait to get my car. I paid for release on Thursday at 6 pm, I won't be able to pick up my car until at least Monday at 9:30 and I still have not received a confirmation from the recovery company on Sunday. This company has zero customer service skills and everyone should be trained on customer service. Customer's don't know your procedures and need to be informed. If it takes this long for a customer to get their property back then they should definitely hire more employees.

  Business Response

  Date: 04/27/2025

  All repossession agency operate on an appointment basis. The lienholder has been advised multiple times of our policy and has been given the necessary information to provide their customers once they have redeemed their repossessed vehicle. This customer contacted our answering service several times prior to the office being opened stating he had no access to the internet. Once a member of our staff called him back it was discovered he has a Google assistant answer his phone and due to CFPB policy we cannot leave messages on unidentified message systems. A member of our office staff only spoke to this customer once and he was very rude and spoke with a raised voice throughout the conversation. Unfortunately all appointments were full and we cannot offer any services that require additional fees to *********** customers. This customers lienholder was provided a detailed email in regard to the conversation had with this customer. He was advised his appointment would be approved on Sunday between 3 and 5 pm and it was sent at 345 via email. No further responses will be given to this complaint. 

  Customer Answer

  Date: 04/28/2025

   
  I am rejecting this response because:  this your contractor that you (hired)involved into the situation that has horrible customer service and still you refuse to facilitate the release of my car from a company mad that I have a bad review.   Horrible company with horrible customer.  You should have control over your contractors.  I called today and still they refused to help get my car back.  123 recovery has multiple complaints for not returning customers property.  Maybe you should have done research on the company you do business with.  Horrible customer service.  I have been on the phone for hours trying to get my car back.
  
  

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got my car repo on Sunday, December 15, 2024. My car has a locator on it so I went to where it was located. Got the information and number off the sign of the business when I left the property I got a call from a lady threatening to call the police on me because I came up there when they were closed and I didnt know. She also got mad because I called her personal number, but that number was also on the sign of the business. She also told me that she will block all my appointment dates so I wont be able to retrieve the items out of the car. I talk to my lienholder. They told me that I have the right to get the things out of my car. They also called up there to the tow yard and talk to the lady. They told me to come back out there and when I got there, she told her employee that I cannot make any more appointments to get my stuff and I have to leave the property or they was calling the police. So Im unable to work because my work supplies in my car I had a job opportunity that I missed because I was unable to give my ID out of my car now I have to wait till my car goes into auction to be able to get my stuff out.

  Business Response

  Date: 12/18/2024

  The customer's vehicle was repossessed on 12/15/24. There were no calls made to the office or law enforcement prior to him showing up at the holding lot. The camera's alerted our security team and we saw the customer get out of a vehicle and stand at the gate and we were unsure of his intentions as the business is closed. The phone calls were returned to the customer outside of business hours, the procedure was explained to him and he was advised should he show up at the holding lot again without an appointment that law enforcement would be notified immediately. He was also advised that he could not continue to make appointments to pick up his vehicle without permission from his lienholder as the SYSTEM would block the ability to make additional appointments once multiple appointments were declined. It was at this time the customers wife contacted an employee on a business line screaming and cursing and making threats of physical harm to "show up at your office and stomp your ass",  It was at that time the customer's phone numbers were added to a block list and the lienholder was updated with the threats of physical violence. On Monday an email were sent to the lienholder and they determined that the customer is violent and marked his account as such. He continued to make phone calls to the business office and harass office staff. Another phone call was made to the customer after multiple phone calls to our answering service where he then threatened physical violence to a female employee. He also showed up at the holding lot and drove his car through the gate when there are multiple signs advising NOT TO ENTER. It was at that time that he was told to not return to the holding lot CMPD showed up shortly after he was told to leave and he has been trespassed from our property. We have contacted CMPD multiple times and they are patrolling our parking lot due to the threats The customer has been asked multiple times by his lienholder to stay away from our agency. 

  Customer Answer

  Date: 12/18/2024

   
  I am rejecting this response because: everything she saying is a lie. You can contact my lien holder and the service I called since every called is recorded I never threatened anyone I was only trying to retrieve my items. She told me I couldnt get them and she would deny my appointment times. I called my lien holder Monday and they never told me I couldnt come up there I also called Tuesday and they never told *** told me I couldnt come up come up there when he called and talked to her
  
  

  Business Response

  Date: 12/19/2024

  The matter was forwarded to the lienholder for handling.  All personal property can be obtained at the auto auction where vehicle is now stored.  Information can be obtained direct from the lienholder for redemption instructions.   Policy set forth for special cases eliminates any further interactions with customer. 

  Customer Answer

  Date: 12/19/2024

   
  I am rejecting this response because:
  My car isnt at the car auction its still on your lot I have a locator on it so please stop lying. Im trying to get my stuff so I can work and youre preventing me to provide for my family. 

• Initial Complaint

  Date:12/10/2024

  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 was introduced to this recovery agency by my lender for my vehicle in which was ***ossessed. I was directed to give them a call to assist with, INITIALLY, just getting my belongings and medical supplies and data from my place of business. Some files in which are sensitive. The first day I spoke with their ***resentative once my number was forwarded to their Director of whom addressed me first with a tone of disdain and urgency as she read from the lines of which the initial *** took from me speaking with them about my situation. She then got upset as I attempted to ask questions or clear up any confusion. After this, I then hung up frustrated and spoke with my own Lender Bridgequest whom utilizes them as a 3rd party to assist and even the ***resentative for *********** noted that the company has had multiple complaints with the agency for unprofessionalism, with it sometimes bordering the line between ***** unprofessionalism and criminal activity. I was told my vehicle would be moved and sent to auction the same day due to me being upset at the behavior I was exposed to. Fast forward multiple calls and such, I end up just being told to make an appointment to get my things on the following day which I attempt to do, but the details of my vehicle and its location are never given to me nor does the appointment process seem to work due to my *** not showing up, which was brow raising considering that the Director noted theyd send my vehicle to auction before policy set timeline, simply because she was upset. I have now since paid my fee, and still not seeing the *** for my vehicle show for even me getting my property. I cannot make an appointment for they wont place my vehicle in the system or simple incompetence which I refuse to believe. *********** has told me to not contact them anymore and to simply wait and see if it shows today. This is purely unacceptable from any and all types of business. Attached files are how my vehicle is hidden.

  Business Response

  Date: 12/10/2024

  The compainant should type in the correct VIN as the evidence he provided shows ****** and the correct VIN is ******. All releases require an appointment and those appointments must be made online. Our staff will no longer speak to the customer over the phone due to derogatory and defaminng hate speech spoke to our office staff. The lienholder who had the vehicle repossessed sets the fees our agency does not. Please have the complainant type in the correct VIN and make the appointment online to retrieve his vehicle. 

• Initial Complaint

  Date:07/11/2024

  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.

  vehicle was picked up and the agent will not allow access to vehicle to retrieve personal property,

  Business Response

  Date: 07/19/2024

  All actions at our agency are by appointment only. This customer had an appointment on Tuesday July 16,2024 and was able to retrieve his personal property. We have a signed release by the customer. This complaint was filed because he could not get his property when he wanted and had to wait for his appointment like all other customers. 

• Initial Complaint

  Date:09/07/2022

  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.

  Spoke to who states she is the "owner" would not release name but said she was "the beginning and end". I asked to retrieve my property and first she stated that it was disposed of and then when I questioned it she stated that they still had a bag and it would be a $75 covid cleanout fee. I again asked for her name during which she stated that "I don't have to release my name ***********************" which is letting me know that she knows my name and all of my other information.I have left several messages starting on 8/27/22 once I was made aware of the issue since I was made aware and this was the first time to get an answer. If the BBB could listen to the call it would be greatly appreciated as it will show mannerism, blatant untruths and disrespect and disregard giving to customers. The clean out fee is also illegal now in our state as it was disbanded a few years back. This company has already been paid for their service and is now trying to use her attitude and her customer's ignorance to strongarm additional monies.

  Business Response

  Date: 09/07/2022

  The customer contacted our business office, and stated that her name was ***********************, she was calling about  property removed from her repossessed vehicle.  The unit was recovered on August 2, 2022 and the property removed on the day the unit was released to the auction on August 16, 2022. As required by law we kept her property for 30 days when I advised her of this fact she immediately stated that she had tried calling the office number and left two voicemails which we never received and have no record of, we did check the call records from the number she called from and there were no records except the call on September  7, 2022 at 9:13 am. She was yelling so loudly that the phone was put down on the desk and it seemed as though she was on speaker phone but she was not. She began making derogatory comments stating that I was nasty and disgusting. She was mainly concerned about her tag which I then attempted to advise her the 10 day letter of repossession provided to her from the bank would handle any issues with the **** however she kept talking over me and then asking why I "Could not do my one job and answer her questions" She asked my name and I stated that I did not have to give that to her and would not give it to her with the nasty things she was calling me. I also advised her when she wanted to speak with someone else that "I was the only one here",  I did have someone check for her property and there was one bag that was removed from the unit, I advised that there is normally a covid clean out fee of ***** at that point she started yelling saying that I could not charge her a repossession fee as the bank had already paid that, I then explained the fee to her and she stated it was illegal to charge that fee. it was at that point I advised her I was no longer going to be spoken to in that manner and for her to have a Good Day *****************, there was never any calling of her first and last name.

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17928050
  
  I am rejecting this response because: I haven't received a response yet so I'm unsure why I'm being asked to accept it 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/14/2022

  In ** personal property is kept for 30 days, property is removed after 10 days when the unit is transported to the auction. ** does allow a cleanout fee for property removal, ******************** never advised she was being charged a Repo Fee for her property. There is no further action to be taken by our company as we have followed the ** laws for this situation. 

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17928050
  
  I am rejecting this response because:

  It is dishonest. We called prior to 30 days and left several messages and have phone records with call times. Initially we were advised that the items had been discarded and once I questioned the timing I was then threatened to report our call to our provider for asking why she was being rude and requesting her name to file a formal complaint. ************** no longer allows for repo companies to charge monies in order to relinquish belongings. Bridgecrest (finance company) has also confirmed that this company is not acting on their behalf. Our initial call that went unanswered was to hand in the keys and to get the belongings. If the recorded call is released it will verify the dishonest and dehumanizing antics of this company. As a cosigner I called to get information and not to be disrespected verbally and for our plates and other items to be held for ****** in order to illegally request additional monies. 
  
  Sincerely,
  
  ***********************