ComplaintsforRelentless Recovery, Inc.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business took repossession of vehicle, business did not even attempt to allow recovery of belongings or keys which I have on camera on recording. I’m currently disabled in the hospital but someone was home to take care of this now my belongings are being held ransom and there trying to charge me for not turning in keys they never even attempted to recover this company is a scam and doesn’t follow legal guidelines when operating there business this is also made clear by there reviews. I have photos and videos but BBB says there to big to upload the proof they also damaged the vehicle.

  

  Business response

  02/21/2024

  Mr. ****,
  
  I just received your BBB complaint. I have attached instructions on how to schedule a property appointment online or by text. If you turn your keys in, you will not be charged for a new key cut. But we must have them within 3 business days of recovery. I will also make arrangements to cancel the key cut if you are turning them in or redeeming the vehicle.
  
  We do not knock on doors for keys nor are we required to knock on doors during a repossession. This only creates a situation for a breach of peace or possible violence to****s our agents. More the 6 repossession agents have been shot and killed in the last six months. 
  
  Be advised Relentless only holds personal property 45 days from the date of repossession. Your vehicle was repossessed today, February 21st , 2024. You can schedule a property redemption appointment online at www.relentlessohio.com or by texting ************. No vehicle redemption appointment can be scheduled until Relentless receives a vehicle redemption release from your lienholder. 
  
  If you have any further questions, please respond directly to me at [email protected].
  
  **** *****
  Compliance Officer
  
  
  Relentless Recovery Inc.
  1898 Scranton Road
  
  Cleveland, Ohio 44113
  ***** ******** **** *** *************************

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is all I have to say, my car was towed by your driver about 11 days ago. I have 2 eyewitnesses, have it on camera, and already filed a police report. Your driver took my car but the way he took it is not how he found it. It definitely is not in his training. He pulled my car outta the spot I had it parked in and while pulling my car out he banged my car against my housemate's car multiple times. Making multiple dents and scrapes. His insurance will pay for all the damages done to both cars. That is unacceptable, if you are gonna do a job do it the right way not like a hazard. I don’t even want to press charges I’d simply like the guy's insurance information so when I get my car back I can fix the damages he did. But it’s not fair to my housemate whose car was damaged as well since you guys hire negligent people. That’s a joke. Please get back to me with his information asap

  

  Business response

  01/28/2024

  Dear BBB,

  Please direct this customer to file a complaint on our website at www.relentlessohio.com and to upload any pictures of the alleged damage of her house mate's vehicle. She can click on complaints at the top of our website. We will fully investigate this matter. Be advised we have her vehicle on our lot and she has not redeemed it. We will not use the BBB as the forum to investigate this complaint. If this customer is unsatisfied with our response to her complaint, she can direct her house mate submit a complaint to our website at www.relentlessohio.com, as this customer has no standing to file a damage complaint on behalf of her house mate or for her own vehicle. If Relentless determines we caused damage to the neighbor's car, we will self-pay the claim. If Relentless determines we caused damage to this complainant's vehicle, we will notify her lender of the damage as they are the actual party with standing.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My truck was repossessed on 12.21.23. On 1.2.24, I went to the Fifth Ave, Columbus location to retrieve my personal belongings. ***** did not give me all of my things. He said he knows stuff is missing, and he would look for it. 1.3.24 I messaged him and he replied he was still looking. 1.4.24 he said my stuff wasn't there and to contact ****, and not to contact him again. 1.4.24, I contacted ****. He said he would look into it. 1.6.24 **** said I have all of my stuff and the matter is closed. 1.6.24 I called my attorney. My attorney emailed ****, Compliance Mgr, asking for my stuff. **** replied to the attorney indicating they had my stuff. My attorney asked when I could pick it up but never received a reply. 1.9.24 I filed a police report. 1.12.24 I called the police and gave them ****'s contact information. I am missing: blood thinner meds, baseballs, clothing, softball bat, title to my other truck, paperwork, three Boss RT 3 snowplow controllers. I have screenshots of texts. I would be willing to accept either my items back or $3500 in a cashier's check.

  

  Business response

  01/15/2024

  This customer has threatened felony charges on our Columbus staff, stated he filed a police report and had his attorney contact Relentless after he threatened civil litigation. Interestingly, in his original complaint, the customer listed the value of his alleged missing property at $1,500.00 but now claims it to be $3,500.00. Given the aforementioned, this BBB complaint is not appropriate given the actions of this customer. That being said, all of the customer's property was returned to him on January 2, 2024. 

  Customer response

  01/16/2024

  I received only a 

  salt spreader 

  A filling cabinet which was damaged 

  One boss rt3 snow plow controller for a 7'6 super duty straight blade( boss)

  none of my blood pressure or blood thinners were returned 

  Im still missing 

   

  Clothes 

  3 boss plow controllers 

  Bag of slow pitch softballs 

  Softball bat 

  I've given the list to ****.  He hasn't returned all my items.  Infact a employee of relentless gave me his cell and admitted that it wasn't all my stuff.  Also when I texted him he said he didn't find my stuff yet and was currently looking at the time. 

   

  **** is lying about my stuff being returned. I would like for him to show me proof that I received all my property 

  Only  two cats were brought out to me that day 

   

  Also missing paperwork and a title to a truck

   

  Im not satisfied with relentless response. 

   

   

  
  
  
  
   

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was repossessed. I was able to pay the past due amount and redeem the car but now my keys don’t work. I need working keys to operate the vehicle. I should not have to pay anyone to have my keys reprogrammed.

  

  Business response

  01/15/2024

  Relentless repossessed this customer's vehicle on December 17, 2023, without keys. The customer's lender requested that we program a new key for this vehicle which were provided to the customer when she redeemed the unit on December 29, 2023. Our staff placed the key in her cupholder and drove the vehicle out to her which allowed her to drive her vehicle home. (as the customer noted, her OLD KEYS DID NOT WORK). The customer filed a complaint that same day stating her old keys did not work. Relentless responded to her complaint within six minutes and explained to her that her old keys had been disabled due to a new key being programmed.

  
  The customer drove back to the our Dayton lot that same day and arrived sometime after 4:00pm, the time our lot closes. She made the mistake of telling our locksmith that she had shut the car off when she got home and that her old keys did not work. However, she was able to restart the car (impossible unless she had the new key programmed by Relentless) and drove 45 mins back to our Dayton lot. It is believed she left the new key at home or discarded it before she got back to our Dayton lot, where she stated to our staff she did not have the new key and it was not in the cupholder, which was an impossibility if she turned the car off. Notwithstanding this customer's dishonesty and apparent goal of having her new keys reprogrammed to function, our staff stayed until 6:30pm that night and attempted to reprogram her old keys, which could not be accomplished as new keys fobs were required.

  
  Relentless informed this customer by email the next day that we would have to order the new key fobs and would have new keys programmed on Tuesday, January 2, 2024. However, the customer disregarded this message and had the car towed back to her home 45 minutes away. She had a locksmith come out to her residence who also was unable to reprogram her old keys as Relentless had told her. Thereafter, the customer had the car taken to a dealership but refused to provide the invoice for the key programming nor the name and number of the dealership.

  
  Everything was silent until this customer started calling and emailing our staff on Thursday, January 11, 2024, stating she was at the dealership and wanted her invoice paid! This customer did not understand that her invoice needed to be verified by her lender and Relentless and that she was lucky she did not have to wait hours. The dealership agreed to release the vehicle to her while a check was mailed out for payment.
  Our staff went above and beyond for this customer, including providing her with our staff's apple phone charger and plug that this customer never returned or even thanked our staff for to charge her phone while she waited. The customer created this situation by her conduct and failure to work with Relentless as hard as we worked with her.
  
  

  
  

  Customer response

  01/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  On 12/4/2023 I had a right hip replacement, so please be clear of the condition I was in being immobile and there is no way in the world I would take myself through any of this unnecessary anguish. To have your car repossessed is a stressful enough situation but when you factor in the fact, I was recovering from a hip replacement makes the stress much greater! The way I was treated and spoken to was unprofessional, unethical, immoral and humiliating.  
  Yes, the vehicle was repossessed on 12/17/23 w/o keys. When I spoke with the lender on 12/29/23 regarding the key issue I was advised Relentless was not told to issue new keys and there was no note on the account stating new keys were issued. The lender advised me to return to the lot for resolution and I did. (this is a recorded call) I arrived prior to closing at 3:25pm per my text message (attached). I asked at 1:48pm prior to leaving the lot when the vehicle was redeemed was the locks changed ( I was advised no)  because I had not been given a key but the vehicle was pulled out to me with a flat tire that I had to request air for. As the tire was being filled the agent at the lot proceeded to kick my tire stating they wanted to see if the air was going in. I asked her not to do that in fear the tire could pop while being kicked as it was being inflated. 
  After the tire was inflated, I drove home and realized my keys did not work after attempting to pop the trunk using my key after being parked in my driveway, I never turned the vehicle off. I never advised anyone that I turned the vehicle off. Yes, I did file a complaint the same day. Was I supposed to wait? I did receive a response that a new key was made, and I would have to get my old keys reprogrammed at my expense. I was then accused of lying, leaving the key at home, throwing the key out the window etc. Marc even said they had it on camera me signing for and receiving a key, but I know they can’t produce such footage. Although I did sign a tablet for the vehicle, I was never given a key. The drive from home to the lot is not 45 min. although that has nothing to do with the facts.  
  The staff came out of the office at their leisure after 4pm when I arrived at 3:25pm. (all of this should be captured on their cameras which I am sure is time stamped) Staff then forced me to sit in the car for over 20 min with the door open to program the key as they went back into a warm office. (Again, I am recovering from a hip replacement, I am hurting, cold and frustrated that I am at their mercy, and they are treating me as if I did something wrong) When my vehicle was repossessed my keys worked and my tire was not flat. The staff may have stayed late but they did not assist me from 4pm to 6:30pm. The key programming was not successful, and I was left stranded in the lot. Yes the staff gave me an iphone charger (as they pulled off leaving me stranded) but my phone was dying fast and the car had no power because the keys did not work (so the car was off) and I was unable to charge my phone. Luckily, I was able to make 1 last call for a ride before it died. So the resolution offered was to be stranded while the staff went home healthy to their family and I remained in a cold vehicle recovering from surgery. No one inquired If I would be ok. After redeeming the vehicle on 12/29 (after spending Christmas alone due to the repossession) I was supposed to leave my car stranded at the lot and wait until 1/2/24 for a new key? That is unreasonable. So I had my insurance tow my vehicle to the dealership near my home.   (the car was not towed home, I am not sure where that assumption came from.) However due to the upcoming holiday I still had to call a locksmith to come out and attempt to reprogram the key which was unsuccessful the locksmith was unable to program a new key or reprogram my original keys. Once the dealership opened after the holidays there was an issue programming any key because the keys would not communicate with the ECU(brain) of the car. So the vehicle had to be reset in order for new keys to be programmed. (I am not sure why this occurred but it never would have if Relentless would have just returned my vehicle to me the way they took it. I had until 1/13/24 to recover the vehicle so there is no reason any of this should have occurred. 
  While waiting for the issues to be fixed at the dealership I emailed the Lender and Relentless to ask who would pay for this. Please see the attached voicemail I received from Relentless stating they would pay the dealership on the spot! The way Marc spoke to me on my voicemail was disrespectful. So, I choose not to engage and stoop to his level. I waited for the dealership to let me know the car was ready before I called Marc back.  
  The fact he wanted me to do what he said as if I was a child, or his employee was baffling. The staff went above and beyond to make the situation even worse with the disrespectful treatment, belittling words and leaving me stranded in the cold after I paid to redeem my car.   
  I am sure there have been some consumer laws violated and I will advocate for myself always.  
  At the end of the day an innocent person does not offer to pay for damages if the damage was not done by them. I am not lucky I am educated and aware of snakes when I see them. I know what avenues to take to get results when most people in my situation may not.  
  Making statements like: “The customer created this situation by her conduct and failure to work with Relentless as hard as we worked with her.” Is crazy because my conduct has nothing to do with the fact my car was not returned in the same condition it was taken. The stress this situation caused delayed my recovery from hip replacement surgery. Relentless did not work with me they were advised by the lender to fix the issue!  
  I am not sure why Marc or anyone at Relentless feels that owe them any gratitude when this was the worst experience I have ever had and not my fault! 
  
  Regards,
  
  ****** **********
  
  
  
  
   

  

  Business response

  01/28/2024

  Relentless paid the dealership for the reprogramming of the customer's keys. Relentless did this at the direction of her lender who had Relentless invoice them again for reimbursement of the fees. Whether this customer has a recorded call with her lender, even if true, the person who allegedly informed her that Relentless had no permission to issue new keys was mistaken. Relentless is contractually on an "Auto Key Cut" with her lender which directs Relentless to program new keys no earlier than four (4) days after repossession, if the customer has not redeemed her vehicle. Relentless was in contact with her lender during this complaint and worked with them to resolve this matter.

  In this customer's case, Relentless repossessed her vehicle on December 17, 2023. On December 20, 2023, our key cut department noted this to be an Auto Key Cut and scheduled the key cut at that time. The key fob had to be ordered and the key cut was marked complete on December 26, 2023. This customer redeemed her vehicle on December 29, 2023. 

  Relentless employs fulltime locksmith who reprogrammed her new key which functioned at the time of redemption and was placed in her cupholder next to the passenger seat when she received her car. Moreover, our locksmith also attempted to program her old keys, which could not be reprogrammed for the same reasons stated by the Relentless locksmith, the third party locksmith and finally the dealership. Indeed, in all three cases, all the locksmith's told this customer the new key fobs had to be ordered which occurred over a holiday weekend. It takes about 20 minutes to program a key which is why the customer's door was open for 20 minutes as this customer correctley noted. 

  The customer told our locksmith she shut the car off when she got home and her old keys did not work. Now the customer states she never shut the car off! However, even if a car is running, your trunk does not pop open due to built in safety features. There is no doubt this customer shut the car off to see if her old keys still worked and did not reached the assumption her old keys did not work because her trunk did not pop open while running no less. She even filed a complaint stating her old keys did not functioning.

  Had this customer left our lot without a new programmed key in her cupholder, she would have been alerted to "No Key Fob" and it would have an auto alert noise. However, the customer only stated she never received the new key. It would be impossible for her to restart the car without the new programmed key. These are the simple laws of key programming which this customer was obviously unaware of at the time of her complaint, which is why her story has changed as she was educated to this process.

  This customer created this hardship on herself and even refused to provide a copy of the key invoice as requested by Relentless at the bequest of her lender. As she noted, she refused to provide this info and waited to the morning she picked up her car, failing to notify Relentless and creating further delay and self-imposed hardship. She has had new keys programmed at no expense to her and the issue has been resolved. 

   

   

  Customer response

  02/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  These people are liars! I never told anyone I turned my car off when I arrived home. I said I tried to open the trunk with my key fob while the car was in park which is absolutely possible with a working key fob. The dash did read no key fob found and that's when I called the lender and returned to the repo location. When the dealership starting reprogramming the key there was an issue with the key not communication with the brain of the car. I paid for my car to be returned 12/29/2023 but did not have a vehicle for use until 1/11/2024.I missed doctors appointments that I needed to be present at while being post op from a hip replacement. This business needs to compensate me for the inconvenience caused. If this mystery key would have been placed in my hand none of this would have occured. At the end of the day these people are extremely rude and disrespectful and no one has apologized or admitted that the treatment I received was disrespectful. These people are not God and can make mistakes. However, they want to lie on me and not own up to their wrong doing. Iam disputing any fees added to my account with the lender and will be contacting the Ohio Attorney General Consumer complaint department as well. 
  
  Regards,
  
  ****** **********
  
  
  
  
   

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was towed by Relentless Recovery and as a result suffered mechanical injury. Vehicle is not safe to drive as there is something wrong with the alignment and wheel bearings of the vehicle that makes it difficult to safely drive. There was no damage to the vehicle prior to it being towed by Relentless Recovery and upon getting my vehicle back I noticed it had a strong pull to the right and upon entering the highway the vehicle shakes uncontrollably. I filed a complaint with Relentless Recovery two weeks ago and then again today as I have heard nothing from them regarding this matter. Because I am unable to safely drive my vehicle I am having to incur ride share expenses.

  

  Business response

  10/28/2023

  Relentless repossessed this unit on September 25, 2023. The vehicle, an *** **** ****** ********* was located at a trailer park. The unit was hooked from the frontend and the rear tires were dollied. The customer redeemed the vehicle on October 13, 2023. The front tires were off of the ground so there is no possible way the front-end alignment or ball bearings could have been compromised during the repossession. This vehicle is a 2017 model and has been on the road for 6 years. 

  This customer filed two direct complaints with Relentless and one direct complaint with his lender. Relentless will only respond to the lender under this circumstance, but did respond to the customer as well. Properly towing a vehicle will not damage the alignment or ball bearings as this unit was dollied and all tires were off the ground during the recovery. This customer states he only experiences problems at 55 mph. If a vehicle is out of alignment or has bad ball bearings, you will notice the issues under 55 mph as well. Since the unit was property towed by frontend hookup and rear dollies, the alignment issues pre-existed the repossession. See attached picture evidencing towing method.

  
  

  Customer response

  11/16/2023

  CONSUMER FILED A SECOND COMPLAINT RELATED TO THE ORIGINAL:

  This is my 2nd complaint with the BBB regarding this issue. My first was dismissed because I didn't respond in the required amount of time. I was waiting for the vehicle inspection was completed and the cause of the damage to my vehicle was determined my a certified mechanic before responding and I just received the full inspection and invoice today. My vehicle was recovered in the middle of the night by relentless recovery and during their recovery process damage was caused to my vehicle. According to relentless recovery there is no possible way they caused the damage to my vehicle and they have denied my complaint. I have filed separate complaints with the company at each stage that I received new information and the company has been anything but forthcoming and it wasn't until today that I learned that my complaint was even denied. Previous communication simple stated that I needed to have the vehicle inspected and that of course they denied any wrong doing. However I know have it confirmed that the damage was likely caused during relentless recovery's recovery process and further that this damage happens often when towing companies swoop in and conduct these grab and go recoveries in the middle of night and it was evident to the mechanic that this was the case for my vehicle. I did notify the company that I would pursue legal action against them if this matter wasn't resolved and hope I don't have to take it that far but am fully prepared to do so with the evidence I have.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have been towing my grey Kia for the last 2 years. The **** ***** *** ******* which I haven't owned since 2020 which went to auction. The new owner is Ashley in IL. I reached out to them with pictures of the 11 police reports for theft that I have filed with the Columbus Police Department. They come to my home, they pick up my car, they drive around the corner, then they return the car because the VIN numbers don't match. I have spoken to the tow truck drivers. One of the drivers came to my door in March 2022, he asked what was going on. I told him I hadn't owned it since 2020. He said Ashley, who owned the car, passed away, and since then, they've been looking for the vehicle. My dad chased them off yesterday morning at 10am, the guy pulled out and left skid marks from the piece he left hanging from the tow truck. They need to stop towing my car. I need them to confirm in writing that they will not tow this car again.

  

  Business response

  10/31/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Cleveland BBB,
  
  Please see the attached BBB complaint. Just want to make sure Relentless does not need to respond as there is no option to respond available. Moreover, Relentless did not have a repossession order on October 22, 2023, and was not present at this customer's home. There msut be another unknown repo company running this account. 
  
  **** *****
  
  Compliance Officer
  
  
  Relentless Recovery Inc

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April of 2023 my car was reposssed and that license plates that were on the vehicle were confiscated with the vehicle. Upon numerous attempts of trying to contact the company they have not been able to respond to my requests and give me accurate information on where the plates are. They keep telling me that they don't have any information on the vehicle. Due to this my license was revoked, loss of job, and struggling to make sense of my next steps. I would just like accurate information on the license plate information and when they were turned in.

  

  Business response

  09/13/2023

  Relentless only holds personal property contents for 45 days from the date of repossession, here, the repossession occurred on April 24, 2023. Plates are held 90 days from the date of repossession. As such, the plates would have been purged on or about July 24, 2023. I have checked our system and the only communication by the customer with Relentless occurred via complaint on September 7, 2023, which has been answered and attached hereto. 

• Initial Complaint

  07/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Items were taken from my vehicle when it was repossessed that were not returned. I filed a complaint with them, and they didn't respond. So I filed a complaint with my finance company, and Relentless Recovery is denying taking anything. The items weren't among my personal items, and were not in my vehicle when I got it back

  

  Business response

  07/31/2023

  This customer filed a direct complaint with Relentless on July 4th, 2023 and then filed a complaint with the lender some time after filing the direct complaint with Relentless. We only respond to one complaint, which was the lender's complaint. Both complaints are attached, including Relentless Recovery's response to the lender. There was no **** or State Id inventoried or located inside the vehicle. Relentless acknowledged a partial case of water and a few ********* were not returned due to oversight by our lot staff. As the photos show, there never was a 12 pack of *** ******** inside the unit, just and empty box of **** *** ******.

  Relentless offered to the lender $10 to replace those items and has not heard back from the lender on this complaint. Relentless submitted its response on July 12, 2023. The customer should contact her lender to find out the status.

   

  Customer response

  07/31/2023

  The scissors were in the glove compartment and the **** was in the center console. I saw no pictures of either

  Customer response

  07/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  The scissors were in the glove compartment, and the **** was in the center console. There were no pictures of either the glove compartment or the center console. I know they opened both, since other items that were in those were in my personal belongings. I was given the **** charger, but not the ****
  
  Regards,
  
  **** ******
  
  
  
  
   

  

  Business response

  08/01/2023

  Relentless repossessed and processed this customer's vehicle at our Toledo, Ohio location. The Relentless Toledo lot is operated by two employees, a repossession agent and our lot attendant who has been with the company for several years. Relentless tracks all complaints to include theft complaints. Our Toledo lot has little to no complaints regarding missing property. Relentless receives many fraudulent complaints regarding missing property. 

  I have attached photos of the center console and glovebox as they looked at the time of cleanout. No scissors or **** can be seen. None were found or inventoried. All property contents were returned to this customer.  The car was full of property and trash. 

  Customer response

  08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ******
  
  
  
  
   

  Customer response

  08/01/2023

  This isn't how the center console looked when it was taken. The thing on top wasn't laying like that. They took that ****. I guess my only recourse is to follow up with the police. They've done this to way too many people, and it's time they were held responsible 

  Customer response

  08/01/2023

  This isn't how the center console looked when it was taken. The thing on top wasn't laying like that. They took that ****. I guess my only recourse is to follow up with the police. They've done this to way too many people, and it's time they were held responsible 

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was repossessed by Relentless Recovery early April, due to no one’s fault except mine. I was able to reinstate the vehicle and got it back the same day. However, from the minute I piled off the lot I noticed the car was driving odd, there was a severe vibration in the steering wheel, and a grinding/purring noise coming from the front and rear of the vehicle when turning and the car feels as though it’s jumping when this happens. It’s also shifting differently and surges when around 40mph. The plastic wheel well liner is broken under the front bumper, and shows signs of being pushed up against the tire. This piece was just replaced on both sides last year! The vehicle is AWD and can’t just be picked up and towed. There were also clear deep gouges in the pavement in front of where the vehicle was parked. Since I live on a hill, I park with my tires turned into the curb, so I’m order to get it away and straightened out, it had to be moved slightly. On April 22nd I filed a complaint on the companies website asking for the method in which the vehicle was towed, and explained that there is issues with the car that were not there prior, as about 6 months earlier I replaced several front end parts. I received a response on the 25th from the company stating the vehicle was dollied, and that there was no way damage could have occurred and they closed the case. I have responded 2 separate times with photos, and more information that there is In fact damage to the vehicle that was not there before it being towed. I have not heard from the company since then.

  

  Business response

  06/02/2023

  Relentless repossessed customer's 2012 ***** ******** on April 18, 2023. The customer redeemed the vehicle the very same day. Four days later, the customer filed a complaint wanting to know the recovery method. Relentless responded on April 25, 2023 that the vehicle had been dollied, meaning all for tires were off the ground since unit was all wheel drive. (complaint and response attached)

  The customer damage claims are unsubstantiated as recovery method of dolling the unit would not have caused damage to suspension on his 2012 vehicle. Moreover, it unit was towed without dollies, damages would not be the type claimed by customer. 

  Customer response

  06/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *****
  
  The business is correct, I contacted them and asked the method in which it was towed. Wether or not it truly was dollied, doesn’t matter to me, the fact is, there is damage to the suspension of my vehicle, and noises that were NOT there prior to them taking the vehicle. Every single person that has gotten in my car recently, has made a comment on the noise it makes when turning and the vibration, and several had stated that it never made that noise the last time they were in the vehicle. If the vehicle was picked up by the truck improperly from the front, and the dollies were added to the rear wheels, then damage is still 100% possible, there is no method of towing that guarantees zero damage. 
  

  again, I have plenty of people who can vouch in regards to the noise and vibration not being present prior to towing, I also had my oil changed not too long before it was towed and the shop that did it made zero mention of the noise or any issues (because it was non existent) and they always give me a print out with issues they find while doing an inspection during oil changes. 
  
  
   

  

  Business response

  06/05/2023

  Following Relentless Recovery's response to this BBB complaint, I directed our operations manager to pull video of the unit returning to our lot on the night of the repossession. The video showed the unit was not dollied contrary to the repossession agent's statement that it had been dollied. Relentless contacted the customer and directed her to obtain an estimate of repair. Relentless will pay for the repairs and reimburse the customer for any rental car expenses. The Relentless agent has been written up for failing to following protocol in repossessing AWD vehicles and for misrepresenting that he had dollied the unit. 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sent to the business on 5/4/23 with no response. It has been 11 days. Follow up today as well. I am writing to you regarding the damage caused to my car during the towing process by your company. My car was towed by your company a week and a half ago, and upon recovery of my vehicle, I noticed that the underbody was dragging on the ground. This was not an issue before my car was towed. I brought this issue to the attention of the young lady in your office, who did take a look at it and agreed that the damage was likely done during the tow. However, she suggested that I get someone to tape it back up, which is not a viable solution for a white car, and it was not damaged before. The underbody hangs down so low that it scrapes the ground as I drive, causing significant damage to my vehicle and posing a risk to my safety on the road. I am requesting compensation from your company to repair the damage caused to my vehicle during the towing process. I hope that we can resolve this matter promptly and amicably. Please let me know what steps can be taken to resolve this issue, and I look forward to hearing from you soon.

  

  Business response

  05/30/2023

  Relentless repossessed this customer vehicle on April 21, 2023. At the time of repossession, Relentless conducted a condition report and took photographs. Moreover, our recovery agent took photos at the time of recovery in the field of pre-existing damage to the front bumper of the vehicle. Customer redeemed her vehicle from Relentless on April 24, 2023. The customer filed a direct complaint with Relentless on May 4, 2023, ten days after redeeming her vehicle. Relentless responded to the customer on May 12, 2023 denying the claim as pre-existing damage and provided photos from the field at the time of recovery. The customer filed another complaint on May 15, 2023 stating she never received a response to her complaint. On that same date, the previous response was forwarded to the customer at the same email address as provided in the first complaint.

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