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:04/08/2025

  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.

  Initial Reposession: Saturday, April 5, 2025. 11:45pm-12:00am My first complaint is the fact that this company first snuck onto my property, hooked up my vehicle and then knocked on my door with no uniform or identifiying clothing to let me know it was not a civilian. This caused me to feel very threatened as I was caught in a dead sleep. I did not think it was legal to knock on our door past 9pm. As I appreciate ******** kindness to let me retrieve my items, his boss seems to be the issue. ******* handled the situation fine other than scaring my family in the middle of the night. On April 6, 2025, I called and left a voicemail to arrange an appointment to gather some important, time sensitive belongings I forgot. I never recieved a call back. Third, I have paid my fees and have full rights to retrieve my truck. Phonecall today, April 8, 2025 at 10:00am - I was told I would be called back this afternoon. This was very vague considering this is now my legal property. I had Loss Prevention reach out on my behalf and they were given more information regarding the ownership of multiple lots and employees to communicate with. I have not been called back. If I do not recieve my property by 12:00pm on April 9, 2025, I will be submitting a formal written complaint and will retrieve my property lawfully.

  Business Response

  Date: 04/10/2025

  Apologize for any confusion... our adjuster picked up vehicle on April 5th and took it back to his lot in **************.. We have 8 lot locations throughout **** however they are not all manned lots .. so most of them are by apt only. ************** is one of them. We received the vehicle release from your lien holder on the 8th later in the day. This adjuster that runs the east liverpool lot had a scheduled trip planned and left **** on the 6th of april however he had his helpers handling the redemptions and personal property for him but they were unable to meet or call until 4-5pm when they get off work, this is why it did take us a little longer to reach out to you to schedule right away. However yesterday, as stated, we made sure he called you between 4-5pm and scheduled a time to meet at the ************** lot and released vehicle and personals back to you. 

  thank you 

  ***** Groves 

• Initial Complaint

  Date:03/10/2025

  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 car was repossessed last night and I have reached out multiple times to get my personal belongings today and left multiple voice messages and spoke to someone one who said that someone would return my call and give me a time and no one returned my call. My drivers license, wallet and childrens personal belongings are in the car. The came and got my car at midnight and did not knock on my door and give me the chance to get my belongings out. My sons medicine is also in the car as well. These are belongings that I need back immediately. All of my bank cards, cash and everything are in my wallet.

  Business Response

  Date: 03/19/2025

  I do apologize but the night your vehicle was picked up, my adjuster was just finishing a 24 hour shift so he was not available the next morning to meet right away. He had just went to sleep. We try our best to get an apt scheduled as soon as possible for customers to get their personal belongings back but it is by apt only as not all our storage lots are manned. I did confirm that agent did reach out to you and you were able to retrieve your belongings the next day. We are not legally allowed to knock on anyone's door after 8pm so if we do pick up at night the customer would have to call and schedule an apt the following business day. 

   

   

• Initial Complaint

  Date:01/25/2025

  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 car got repossessed yesterday. Ive been going back and forth with the towing company to get my personal belongings. When I was finally able to schedule an appointment, I arrived and Ive been sitting here for 3 hours. Hes not answering his phone. Ive left him multiple voicemails and text messages. My last voicemail said that if he needs to re-schedule thats fine, just get back in contact with me. Ive been sitting here for 3 hours with my child, this is not okay if we made an appointment. At LEAST answer the phone.

  Business Response

  Date: 01/29/2025

  We apologize for any confusion on our part. I do show customer called in the following day after vehicle was recovered and requested to pick up personals. We advised customer that we would need a good contact number and that we would forward it to our adjuster who handles our storage lot in your area where your vehicle is. He usually works nights so schedules most of his apts around 4:30pm. Agent stated he spoke with customer and advised he does his apts at ***** monday-friday. He stated customer said she would do the next day available which would have been Monday at 4:30pm. However it appears there was a misunderstanding and customer showed up Saturday , which we were not open. However agent did meet up with her the following business day , which was monday and all personal property was released back to customer 

   

  ***** Groves 

  
  

• Initial Complaint

  Date:01/11/2025

  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.

  I havecalled several times today and no one will answer or return my calls. Im just trying to get my personal belongings gas out of the cart. It would be nice if they would have knocked on the door so a person could at least grab her purse. And work stuff.

  Business Response

  Date: 01/13/2025

  Pulled up customers account and it appears she called in here to our main office around 10:30 am today and asked for her personal belongings. We told her we needed her number and our adjuster in her area will reach out to her to get an appt scheduled. A couple hours later agent reached out to her and met her at our storage lot so she could clean out all personal property. After they both left she called our adjuster again and said she forgot her glasses in the car so he scheduled another apt with her for tomorrow. Not sure why complaint was filed

   

  Unfortunately in this line of business we are not required to notify the customer or knock on the door due to safety for our adjusters. Also if we pick vehicle up and its after 9pm we are not allowed to knock on their door. 

   

  thank you 

  ***** ******

• Initial Complaint

  Date:11/05/2024

  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.

  Hello i been calling all *** yesterday and today nobody answered the phone i left a voicemail. Regarding to me getting my belongings out of the car

  Business Response

  Date: 11/05/2024

  sorry our phones have been crazy today due to payroll Tried calling your number just now but went straight to message that said this person does not have a vm box set up 

  please call us tomorrow between the hours of 10- 4pm

• Initial Complaint

  Date:07/08/2024

  Type:Sales and Advertising 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 tried calling this company to set up an appointment to recover my vehicle back from them no answered the phone no response back from them etc.

  Business Response

  Date: 07/10/2024

  I am actually the one who spoke with you yesterday around 3:30pm and that was the first time you had called in during office hours 10am-4pm. I got your phone number from you and sent your release paperwork to our adjuster who is the one that will release vehicle back to you. If you tried calling us back after 4pm we were no longer in office so I apologize. I will make sure you get scheduled to get your vehicle back today. If he has not already he will be reaching out to you today Thank you

• Initial Complaint

  Date:03/28/2024

  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 have called several times trying to make an appointment to pick up a vehicle. Nobody has responded and this seems to be an ongoing problem with some of the repo companies.

  Business Response

  Date: 03/28/2024

  Need more information.. Please call us at ###-###-#### .. or email us at [email protected] with your information .. I will also reach out to the phone number provided in the complaint. Not sure if this is for a transport or for a customer trying to get their vehicle back. We have not had any recent issues with anyone else recently. We may have all been on the phone at the time of you calling and missed your call? Please make sure you have the right number your calling as we have had issues with a lot of people calling our old number. 

   

  Thank you

  ***** ****** 

  Customer Answer

  Date: 04/02/2024

  [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:

  ******* ****** <***********************>
  Mon, Apr 1, 7:03 PM (16 hours ago)
  to info
  
  They resolved my complaint very quickly and I thank you for your help
  Sent from my iPhone

  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:08/04/2023

  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.

  Company completes auto repossession then refuses to respond to attempted contact to recover items from vehicle.

  Business Response

  Date: 08/07/2023

  Im not sure of what the customer complaint is? Said Customer services issues? You can reach us by phone ###-###-#### or email *********************

• Initial Complaint

  Date:07/23/2023

  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.

  My vehicle was repossessed on July 27th 2023. I need to get my personal items out the vehicle and I’m not getting any response. I’ve called ###-###-#### and left multiple messages without getting a call back. I’ve also sent an email to ********************* and haven’t got any response. I need to get my items out asap.

  Business Response

  Date: 07/23/2023

  If you are trying to call on weekends we are closed. Our office hours are 10-4 Mon-Friday. I havent received any emails from you so I dont know if it went into spam or not. I will reach out by email and get you taken care of. Thanks Management 

• Initial Complaint

  Date:04/25/2023

  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.

  My car was repossessed about 2 weeks ago. I called the company that I was making payments through and was told to call a different number. Once I called that number, I was directed to this company. Once I finally had someone respond, I was told what papers were needed. I was told that the papers were sent over, however, I was told were never received. I was emailing a representative, but stopped responding when trying to explain my situation. I was trying to schedule an appointment, and after trying for about an hour, I gave up because of how frustrating it was trying to get a hold of someone who would be able to help. My only worry with my situation is that my vehicle that got repossessed has personal belongings belonging to my late father who passed away last year, and at this point I kind of have a bad feeling that I will not be able to retrieve them with all the problems I've been having.

  Customer Answer

  Date: 05/05/2023

  Problem:
  My name is ******* ****** and my car got repossessed last month. I was told to call the company in which I was making the car payments through. Then was redirected to call a different recovery service. After that, it ended with having to call one choice recovery. The first time I tried calling, was an automated voice message in which was told to leave a voicemail and the correct agent would respond back. I got no response, and tried on three different more occasions. Even after all that, I never received a response. So over the course of a month, I have been making endless phone calls and emails with trying to make an appointment to retrieve my belongings. The car is set to be aucitoned off next week, which concerns me. The only reason why I am very concerned and worried is because the vehicle has some of my father's personal belongings, in which he passed away last year. I was hoping I would be able to actually talk to someone who would help me with my situation, since my father's items are irreplaceable.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Other (requires explanation)
  Other (requires explanation)
  select
  Desired Outcome:
  appointment to retrieve belongings

  Business Response

  Date: 05/05/2023

  The vehicle repossessed was in someone elses name which is Im assuming the persons late father. We can not release personals or belongings to anyone that isnt on the account. I understand that her father may of had personals in the vehicle and I tried to explain to her that there was nothing that I could do until I received something from the bank with her name on the paper that we can give the personals to. She would have to call his financial company to get that and I gave her a phone number. There is nothing that we can do with a situation like this until we hear from the bank and have paperwork with her name on it to release the stuff to her. Im very sorry but we have a protocol to follow by law and this is the way it is. 
  
  Thanks Management