Complaints

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

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  International Recovery Systems

  Kennett Square, PA 19348-2454

• 

  International Recovery Systems

  520 Pusey Ave Collingdale, PA 19023-3300

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:04/29/2025

  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 writing to formally notify you that my vehicle was returned to me in damaged condition following its repossession. The bumper is detached, the emblem is missing, and the lights are broken, rendering the car undrivable. I also have video footage and a witness who observed representatives from your company damaging my vehicle, specifically breaking the lights.Due to this situation, I have also been missing work. If I do not receive a response and resolution promptly, I will be filing a lawsuit in Chester County Court this week.

  Business Response

  Date: 05/06/2025

  I have spoken with Mrs ************ I am working with her to have the vehicle repaired.

   

• Initial Complaint

  Date:01/08/2025

  Type:Billing 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.

  1/7/2025 I had to pick up my vehicle from this establishment. I attempted to pick up Monday 1/6/2025, I got a phone call telling me they were closed due to inclement weather weather. They charged me for that day but not the other gentleman that was there waiting for his vehicle. They picked up my vehicle in the middle of the night and never asked me for my keys. Which is On my home surveillance. They charged me 230 to cut keys for my vehicle. During a repo you are to ask for the keys in which they did not Which in ************ is a breach of peace. When I asked him why did he cut a key to my car he told me to talk to my finance company. They don't let you through the gate so I'm standing outside he shows me ONE page to sign the to release the car (I'll attach the picture from the video.) They forward sign the rest of the paperwork (5 pages) using docusign without me inspecting the vehicle OR seeing the terms and condition so basically forged my entire paperwork and then sent it in email. He brings over a detailed bill but not the terms or conditions for me to read. My windshield has a big crack that wasn't there before and there is no one to get in contact with on the phone. I have an eight minute video recording on my phone of our interaction. It wasnt until I checked my email did I see they forged my signature on the paperwork and on the video I have you hear me ask about the terms and conditions and all he states is that it will be emailed to me. Never stating that my signature will be forged on 4 other documents. And you see on the video of me handing back the phone after signing one page still standing behind the gate never given a chance to inspect. I'm asking for compensation for my windshield from him scratching the windshield, Monday night storage fees and the key cut. The video is too big to add but I'm willing to go to court and file a lawsuit. All the paperwork added is forged. The first page was the only page I seen and is caught on video.

  Business Response

  Date: 01/09/2025

  The vehicle was repossessed for Police and Fire which as a contract with International Recovery Systems. The contract between Police and Fire if the customer (debtor) redeems the vehicle the customer (debtor) pays the repossession fee, key fee if applicable, redemption and storage. The fees charged are different between different clients that International Recovery System has. As state previously our contract with Police and Fire states that the customer (debtor) pays the fees. The vehicle was repossessed at on December 29th at 3:30 am. The vehicle was parked in front of the address. During a repossession the repossession agent does not have to ask for a key. The peace was not breached during the repossession. A key was processed for the vehicle. It was processed with approval from the Police and Fire IRS client and the lienholder of the vehicle. The authorization from *** client came in for *** to release the vehicle to the customer on January 6th. That must be received for the vehicle to be released. Mrs *********** had attempted to redeem the vehicle on the 3rd but at that time we did not have the release for the vehicle. Mrs *********** did request an appointment on January 6th but due to the snow storm and for employee safety the storage yards were closed. In regards to not being allowed into the yard that is correct. For the public safety and the safety of the staff the public is only allowed on the property on a designated area once the vehicle is brought forward for them. The pictures taken of the vehicle showed the windshield cracked at intake. The tow truck driver did not damage the windshield in the process of towing the vehicle. *** does mark the vehicle windshields with a marker that can be removed. this is a daily process and removing the writing does not scratch the windshield. When the customer arrives for an appointment they are asked to see picture id, and asked to sign the tablet. The paperwork is then sent to them. The customer signed the tablet that is not forgery.

  A picture at intake has been added showing the crack in the windshield.  The tow truck does not come into contact with the windshield.

  Customer Answer

  Date: 01/11/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22784181
  
  I am rejecting this response because:

    Any paperwork that has to be signed for the person signing must be able to read and see what they are signing. The only paperwork they allowed me to see was the charges which is uploaded. I had to ask him for it in which he went for the supervisor. With the video I have uploaded you hear me ask for the terms and conditions and the page he has me sign. The next video is a 8 minute video and that is where he is telling me it's going to be emailed. I can't upload that one at the moment as I have to reduce it down. But everything I'm saying is recorded. You can see me talking to him behind a gate just as the  other complaints . They do not let you in until after you sign. And they  paint it as "this is to release the vehicle" and that's why I'm asking for terms and conditions because I didn't see it. As far as the windshield  it wasnt like that the only damage I had was scratches and I pulled over to inspect before leaving and then checked my email and saw that they had forged my signature stating that I inspected  the vehicle  knowing I did not. I also added In ************ you can't attempt to access the vehicle without first attempting to ask for the keys in which they did not. Which is in fact breach of peace. Every thing they did is scam like behavior how can I sign saying I inspecting the vehicle when in fact I never went pass the gate. Ask them to add their surveillance footage showing me inspecting the vehicle prior to signing or showing me walk pass the gate before signing. As you can see this was 1159 am I started recording. I got there at 1136am waiting for someone to come to the gate with other people in front of me.  I didn't drive off until 1220 pm. So how can I fight that my car wasn't like that's once they forged my signature stating that I did. 
  
  
  Regards,
  
  ******* ***********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/13/2025

  Im sorry the customer was not satisfied with our response, however we can assure her that this repossession was handled completely in bounds of state law and normal business practices.  Other recourse at her disposal is to file an insurance claim for alleged damage and subrogation attempt or she is well within her rights to seek legal recourse, which we will gladly defend. 
  
  The repossession process is not one that any party takes lightly and we do our best to treat the people we repossess with dignity and respect. It is unfortunate the customer doesn't share that sentiment.  
  
  We consider this matter closed and will not be responding to further communications.   

  Customer Answer

  Date: 01/15/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22784181
  
  I am rejecting this response because:

  I will follow through with the lawsuit. They failed to provide proper customer service. They forged my signature and not allowed me to read what I signed which is all recorded on video and I'm not the only complaint of this illegal practice. Also my car wasn't returned to me the way it was given and they also confirmed that they did not ask me for my keys prior to making a copy. I will also sue for lawyer fees. Thank you. 
  
  Regards,
  
  ******* ***********
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 01/18/2025

  They also stated that we are to stay behind the gate and then the vehicle is sent over. So why're you telling me to sign paperwork before hand stating that I  inspected a vehicle when as you just said we are not allowed behind the gate? So clearly you lead  me to believe that I was singing one thing and forged over my signature on my paperwork stating that I inspected my vehicle when the only paperwork I was able to see was the details charges in which I had to ask for. THAT IS ILLEGAL!   You also stated that my vehicle was brought in at 330 am and at intake that's when you took the picture but that's clearly morning and you guys took my vehicle at  330am - whenever you guys took the picture. So those pictures aren't from intake  and on the paperwork that it says nothing about a cracked windshield. I believe this is why I wasn't afforded the opportunity to inspect the vehicle You guys saw a female coming and thought you were going to get over on me and I'm not the one for it. I will make sure you are held responsible for the shady actions you took on January 7th. . Thank you for these responses. 

• Initial Complaint

  Date:08/25/2024

  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.

  Went to pick up my personal items and found that many items were missing including cleaning supplies, two entire bins of tools and other items, vacuums, an entire tire that was in the back seat, head pillows, a trash can, 2 tablets, a phone, and more.

  Business Response

  Date: 09/03/2024

  I have been contacted by the consumer directly.  Below is my communication that is on going with the consumer.

  2 storage bins full of cleaning supplies *********** policy we do not store liquids of any type.  Your finance  company is aware of the policy.  
  case of water and case of sparkling juice as stated above we do not store liquids of any type.
  Paperwork was removed from the glovebox and stored.  
  The tire and items to change a tire were left in the vehicle.  That is considered part of items that belong to the vehicle.
  2 fire tablets, a cellphone a large amount of items inside the vehicle.   I need the exact location of these items to verify if they were in the vehicle. 
  Vacuum where was that located? Do not see one.
  Pillows please explain.

  My apologies I did just locate the tablets and phone along with the paperwork wrapped in another bag inside of the bag. Im just missing my ***** neck pillows, trashcan, wheel cover, and tools, and vacuum.

  Can you please tell me the location of the tools and vacuum.

• Initial Complaint

  Date:07/04/2024

  Type:Customer Service 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 need to pick up my car and I am unable to do so

  Business Response

  Date: 07/06/2024

  Customers vehicle was repossessed on July 2nd and processed.  Vehicle release came in later on July 3rd.  
  
  We are unsure as to why the customer did not set up an appointment on July 3rd, but we are closed for the holiday and offices reopen Monday July 8th and she is free to make an appointment at that time. To schedule an appointment please visit www.irsrepo.com and follow the prompts.  
  
  Thank you for understanding.
  

  Customer Answer

  Date: 07/11/2024

  I paid for my car on 7/2 just hours after they took my vehicle. I attempted to pick up the vehicle but was unable to contact the company because no one answers the phone, no one answers the email and your not able to make same day appointments. I made an appointment for the next day at 10am via there on line service. I sent my son to pick up my car because I am a nurse and to work. I sent a letter, my keys and my license. They refused to release my car at my 10am appointment. Never opened the gate, theres no office just an attendant that meets you at the closed gate and takes your ID through an opening in the gate. That day I tried to reach someone. I was unable to make an appointment because the system Would not allow me to. The next available appointment was Monday! It was Independence Day on Thursday and the business was closed Thursday, Friday Saturday and Sunday. I needed to work and I needed my vehicle. I had to take a week off of work. What kind of business offers no service, no one to communicate with and no one returning e-mails. Its not Christmas, why is a business closed for 4 days on a summer holiday. Its a horrible company and they should have to provide better service. Horrible things happen to good people and these people dont care and dont feel as though they need to meet any standards. Read the reviews. Horrible!!!

  I work in a hospital providing customer care. 
  dont treat your customers like garbage. Obviously if we were hiring you, you would be out of business. My bank has not heard the end of this!!

• Initial Complaint

  Date:05/25/2024

  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 2018 ****** Impreza was towed by International recovery systems. Upon picking up my vehicle, I immediately started hearing a loud clunking noise coming from passenger front end. After taking it to a mechanic, they told me that the sway bar was pulled from the bushings, which they said would take a ton of force to do. They said my car had to have been pulled laterally. I submitted all the evidence, because theres no other way it couldve happened. I was first told that my car was put on a flat bed, but then it was changed to being towed so they denied responsibility.

  Business Response

  Date: 05/28/2024

  In regards to the above complaint. . The vehicle was parked backed in with access to the front of the vehicle. I . The tow truck backed up and lowered the arms of the tow truck to the ground. The arms of the tow truck do not come in contact with any section of the suspension of the vehicle(the sway bar). The arms of the tow truck wrap around the under part of the tires. Dollies were placed under the rear tires of the vehicle. The vehicle was not pulled or moved from the location it was parked. 

  ****************** contacted IRS on 4/30/24 by email.  An email reply was sent to him the same day asking for the last six of the *** of the vehicle.  ***************** had been previously repossessed in April of 2023.  On 5/8/24 ****************** replied to the email with his last six.  The complaint was researched and IRS did not damage the vehicle.  An email stating that was sent to ****************** on 5/8/24

  On 5/23/24 ****************** finance company contacted IRS.  The information above was provided to the finance company.  IRS stated to the finance company that IRS did not damage the vehicle and towed it properly.  

  IRS towed the vehicle properly and did not damage the vehicle. 

   

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 2019 Dodge Charger last 6 of the vin is ******. My vehicle was repossessed on April 10,2024 at 3:30am by a white tow truck. Few days later on April 12, 2024 at about 11am I go to pick up my vehicle at the ******, ** IRS facility/lot. I talk to the guy at the gate he confirms that my vehicle is ready to be released. Then the guy tells me that I have to sign something before my car can be brought out. Hes holding his cell in a way where theres no text to read but just a line to sign for supposedly the release of my vehicle. Not knowing that its a sheet stating there isnt any damages on the vehicle. The thing is I cant see if theres any damages on the vehicle because he stated I had to sign this paper for him to bring out the vehicle. So I signed ******* takes a while sitting in the vehicle getting ready to bring it out. When he does bring the vehicle out I realize theres a huge crack on the front windshield. I start talking to him and he says to me it was probably from your steering wheel lock when the car was towed. I stated to him can I get a manager or someone that can help this get paid for. He goes and gets a business card with a number to call claims department. When you call the number its automated and there isnt a claims department option. So I start looking online and I find a claims department email. I make the claim they tell me wait 24-48hrs. They email me 48hrs later stating Claim Denied. I try to give them a call on the number they left on the email and nothing just sending me to voicemail. I call off of my buddies phone and they immediately pick up the phone and told me that I would have to wait and another 24-48hrs. I would like for my windshield to get replaced or for the company to write me a check to get the window replaced. I was searching around for a windshield for my car and its about $400-$700. Please resolve my complaint as it is dangerous to drive with a cracked windshield.

  Business Response

  Date: 04/24/2024

  ********************** vehicle was repossessed on 4/11 and full condition report was completed.  On Said report we noted scratched glass at the time it was completed.  
  
  Customer's complaint was received and investigated within the *****hr time frame as relayed to customer.  No evidence of the damage happening in our possession and we denied this complaint in full.  

  Further, I would advise that the customer file a claim with his insurance company as most policies cover windshields with no out of pocket to customer.  
  
  Thank you.

• Initial Complaint

  Date:12/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  IRS towed my vehicle to their lot without legal or lawful authority on November 9, 2023 and I have been contacting this company for more information for the reason of their actions but I have not recieved any explanation. It is very difficult to get a repsonse from this company regarding my vehicle and they are continuing to ignore me. Please see car details below:Vehicle: 2018 ****** Sentra Vin: ***************** Color: black Plate: ** LYZ3653 ************ does not have any legal or lawful authority to take my vehcile.

  Business Response

  Date: 12/19/2023

  Vehicle was repossessed by the lender on behalf of the registered owner.  Vehicle was located in the ****************************** Impound and the customers lender issued IRS an order to recover the vehicle which we did on 11/09/2023.  The vehicle remained in our possession until being sent to auction on 12/04/2023 by the lender.  
  
  If the customer has other questions they need to contact their lender for the next steps.  Also they can contact us at **********************.

   

  Thank you

  Customer Answer

  Date: 12/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21008203
  
  I am rejecting this response because: I don't know who this customers lender you are referring to. I am not a customer with your company so I didnt tell you to take my vehcile. You have failed to state who gave you any legal or lawful authority to take my vehcile. I am not a customer with your company so who told you to take my vehicle and then sell my vehicle?
  
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/23/2023

  Ma'am,

  We were directed and authorized by our client which is the lender of your bank.  This was a repossession for non payment of the vehicle and your lender took possession and then I would assume after the state law required 15 days hold for you to redeem then sold the vehicle.
  
  If you have any further questions please contact your lender.   

  Customer Answer

  Date: 01/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21008203
  
  I am rejecting this response because: You have stated IRS took the vehicle on behalf of the registered owner. I, *******************, am the registered owner and I did not authorize you to take my vehicle on my behalf of myself. You have failed to disclose what bank authorized IRS to take my vehicle which means to me that IRS did not get any authorization from anyone to take my vehicle. What bank is the registered owner of my vehicle that authorized you to take my vehicle because I do not know what bank or lender that is the registered owner of my vehicle you are referring to?
  
  
  Regards,
  
  *******************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/12/2024

  We were ordered to recover the vehicle from the ****************************** who originally impounded the vehicle by Capitol One Auto Finance.  If you have further complaint please contact them directly at ************ as we will have no further comment on this issue.  

  Customer Answer

  Date: 02/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  
  

• Initial Complaint

  Date:07/22/2023

  Type:Customer Service 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 to obtain my vehicle from the chester lot location, but my appointments at this location are being canceled. I have photo evidence that my VIN was written incorrectly on my vehicle and I understand this was likely a mistake but I have not heard from or been aloud to obtain my vehicle or set up an appointment because of this error. My vehicle is holding $750 worth of equipment I have photo proof of.

  Business Response

  Date: 07/27/2023

  I am not sure what this complaint is about, we note that the vehicle was repossessed on 7/20 and then released to the debtor on 7/24.  I am receiving the complaint on 7/27 three days after the vehicle was back in the customers possession.  
  
  Please provide more detail for me to investigate further if this complaint isn't already resolved.

• Initial Complaint

  Date:07/20/2023

  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.

  Our vehicle was picked up in the morning Monday the 10th. I paid ***** ***** the same day and scheduled to pick my vehicle up the very next day. Upon pick up I signed 2 papers, 1 saying I had my own keys and 1 saying there is a $0 balance.
  They pulled my car around and when doing an inspection and getting in the vehicle I noticed the check engine light was on a long with service transmission. These were not on before.
  I immediately went up to the door (the lady did not let me in but spoke to me on the speaker) I explained these lights and concern and she told me to call ***** ***** and file a complaint. (all of this is on video)
  I immediately called ***** from their driveway, while still on the phone with **, my car wouldn't shut off, go into gear or move. It fully seized up.
  Today ** called and said that IRS never knew there was an issue and said they flat bedded our truck. ** denied the case and is closing it.
  
  
  1-My car was just in the shop for it's oil change and my mechanic can prove nothing was wrong with the car.
  2-the repo is on recording, it was not flat bedded. It was pulled from the back wheels. (we have a camera outside along with 3 neighbors videos and an eye witness)
  3-i told IRS before leaving their lot that something was wrong. Even though they deny this, I have it on camera.
  4-they have not responded to our lawyers emails or calls.
  5-i received an email with 12 pages that I "signed" when I never signed any of them but the first two. I immediately inspected my vehicle as soon as it pulled up and alerted them of the problem not 2 minutes after I walked out of the building.
  
  All we are asking is that our transmission is fixed and our vehicle is returned to working order. At this point it's in our driveway, not able to run. We are not able to move it or even go to work.

  Business Response

  Date: 07/20/2023

  We are aware of the complaint entered by ** ***** and we have investigated the incident as explained in the original complaint.  It is our position that we cannot attest to the condition of the vehicle prior to repossession and that the vehicle was towed with a wrecker and flatbed back to our facility and condition report was completed as standard practice.  

  I understand that the customer may disagree with our position however she has recourse to file a claim with her insurance carrier that would review her claim and repair the vehicle and attempt subrogation to us if deemed warranted.  

  We have nothing further to report

  Customer Answer

  Date: 07/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They knew what they did. We have full proof of our vehicle running the night before pick up and watched the video of our car swinging back and forth down the street.  The driver even got out and looked at the truck because you could HEAR it.  This company is known to mess up people's vehicles. The lies told on the end of IRS is unreal....It's sickening. This isn't the end though, I promise y'all that! 
  
  Regards,
  
  
  
  ******* *****
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 07/21/2023

  I understand the answer being rejected, we have not been provided any documentation or evidence quoted by the customer in her response.  Again, the customer has recourse with her insurance company where she can go through the subrogation process.  

  We have answered this compliant timely and in full, we consider the matter closed unless new information is presented.  

   

  Customer Answer

  Date: 07/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: I have video of their wrecker dragging our vehicle and our tires turning sideways. This company has yet to even reach out to us to see videos or make things right. They lied multiple times to our lender and will not even respond to our lawyer. We will continue legal action. 
  
  
  Regards,
  
  
  
  ******* *****
  
  
  
  
  
  
  
   
  

  Customer Answer

  Date: 07/28/2023

  We have videos outside our home that stretch down the whole entire street and follow movement. There's not a flat bed in site. But what there IS, is the gentleman driving, getting out and connecting the chains to tow the rest of the way. 

  Here's a screenshot from the video, our wheels even turn completely sideways. 

  The full video is about 3 minutes long. Had the business reached out, we would have showed them. But since they continue to lie and backpedal as they have in previous complaints, we will just continue with going to court. 

  Business Response

  Date: 08/13/2023

  We have responded to this complaint for the third time and our position has not changed.  Unless new information is provided or an additional complaint is filed we have no choice but to consider this matter closed.  The customer has recourse should she not be satisfied with our response but we will not be replying further.  

• Initial Complaint

  Date:05/03/2023

  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.

  When I picked up my ***** ******** on Thursday April 27th after it was repossessed on Wednesday April 26th I noticed their was damage on the passenger front of it that was Not there before .

  Business Response

  Date: 05/05/2023

  We will contact the debtor and request 2 damage estimates.

  Thank you.

  ***********************
  Claims & Complaint Coordinator
  International Recovery Systems
  Office: ************ *******************