ComplaintsforAdesa Southern California

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was repossessed and lender sent release I was given a number to call which no one answers after multiple emails and voicemails a response from them was non-existent to make more frustrating I continue to service the loan while my vehicle is still in there possession I finally got a ride to make the 3 hour trip to try to get my vehicle 18 minutes away they decided to call me saying I would have to come back in the morning as they don't accept walk ins completely unacceptable this company doesn't have the professionalism to answer or respond with so many complaints on this company for same problems I'm wondering why an investigation has not been done Into their practices and policies I will be looking into it this company is awful customer service and even worse business etiquette

  Business response

  11/10/2023

  Good afternoon,
  Although the process is not perfect, there are certain criteria a repo customer needs to complete before we can even speak to them from the "middle-man" perspective. 
  Delinquent clients are to call our redemption hotline and leave a message - ************
  When they leave a message we need the following information:
             - Name as it appears on your loan
              -Name of your lender
              -Vehicle information (last 6 digits of the *** number if available - year make model)
              -Good call back number

  THIS IS THE ONLY WAY TO GET A CALL BACK FOR TRACKING AND LEGAL PURPOSES.

  Once we receive voice messages, we will confirm if your lender has given us authorization to release. (They may have authorization but we cannot redeem the vehicle until  the lender gives us authorization).
  Once authorization letter is received, we will contact the lendee for an appointment. Keep in mind, the lender may take up to 48 hours to send us authorization.

  Understandably, this can be very frustrating to the repo customer who is already upset at a bad situation.
  

   

  
  

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was repossessed on 4/28/23. On 5/8/23 full payoff was made to transfer ownership from lender ******** Financial to me and I was told I can go ahead and pick up the car from Adesa. I left a voicemail with Adesa’s redemptions dept. I was able to speak to somebody 5/10 by not directing my call to redemptions and was told release has not been received. I called lender who said it was released on 5/8 and they would send again, to try Adesa back in 30 mins. I called Adesa back they didn’t receive any release. I called Friday 5/12 and was told no release had been received. I called lender, they said they would send to legal team and to try calling Adesa again in 30 mins. I call Adesa who tells me redemptions is closed on Friday due to auction and they aren’t able to access any release info. This story repeats on 5/15, on 5/17 two calls to Adesa and two to lender with my first call back from redemptions. I asked if they can call my lender and they said “no, they won’t talk to us.” It is now 5/18, I have talked to the lender and told them Adesa is unaware of what the RDN network is (that I was told to reference) and that they have not received any release as of yesterday evening. Lender says they are forwarding to legal team and I should call Adesa in 45 mins to an hour to check on release. I asked lender if they can call Adesa and did not get a straight answer, only that the legal team would be taking care of it and I should call Adesa before calling them back and if release still hasn’t been received then I should talk to ****, who is the handler in my case. I talked to **** twice yesterday and had initially tried using his extension today, but the extension number I was given yesterday did not work. I’ve been told pickups must be scheduled a day in advance. Today is Thursday, if redemptions is closed Friday then best case is I could pick up my car Monday 5/22, two weeks late. That’s if anybody can manage to locate a release

  Business response

  05/22/2023

  We have yet receive a vehicle release for this customer. We cannot release any information or set and appointment for release with out that communication from the lien holder. We will rush the appointment once received from bank. 

  Customer response

  05/24/2023

  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.

  I received a call the next day informing me the car would be available for pickup on 5/23/23 at the earliest.
  

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was repossessed around the end of march. I spoke with my lender Golden 1 Credit Union and got the payment required to get my car back. That payment was processed on march 28, 2023. Once that was done, my lender explained the next steps I had to take to reclaim my vehicle. I called adesa and prompted the department I needed, out of all the numerous times I have called there has not been a single time the redemptions department has answered the phone. I was informed that leaving a voicemail with my detailed information would prompt a call back so I can set up an appointment to pick up my car since they require an appointment. I left the voicemail on march 29,2023. Have not received any information at all about getting my car back. It is unacceptable that I have paid my dues to Golden 1 Credit Union and went to my local police station to have them sent a release form of my car, yet adesa has no professional effort to contact me back in regard of my vehicle. I have even called Golden 1, to get assistance, the lady I spoke with explained to do the same thing as far as leaving a voicemail and wait. I explained that I have already done that a week prior.

  Business response

  04/03/2023

  The vehicle release for this vehicle was received 3/29. 

  Once received we reached out to the customer who has an appointment on 4/4/23 to retrieve the vehicle. We cannot begin to process redemptions without a release from the lien holder. 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was repossessed in September 2022. On Friday, September 30th I paid the balance of the fees and payment due to my finance company, Westlake Financial. They gave me Adesa’s redemption department phone number to call to get my car back. Westlake financial informed me that the release of my car was sent to Adesa on Monday 10/3. After calling and emailing numerous times between Monday 10/3 and today Wednesday 10/5, not even 1 return call or email or any customer service help whatsoever from Adesa so that I can make an appointment to pick up my car. The phone number given goes to a phone that is never answered, voice mail only. None of the many voice mails left have been answered or responded to. I was also given an email address, but they also do not respond to emails. Their lack of customer service and inability or refusal to at least communicate with the customer is beyond frustrating and unnecessarily complicates things. They also do not take walk ins, or same day appointments. I would just like to set an appointment so that I can pick my car up.

  Business response

  10/06/2022

  We are currently short-staffed at the auction and trying to call everyone back ASAP. We will get in contact with ******* right away to set an appointment up. Typically, we call customers back the same week we receive a release. In this case, he is saying we received the release 10.3, but with no other information given, we cannot verify this is accurate. Regardless, we will get in contact with him right away. 

  
  

  -*****

  ADESA LA 

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was repossessed around the end of june. I spoke with my lender Wells Fargo and got the payment required to get my car back. That payment was processed on July 5th. Once that was done Wells Fargo called me and explained the next steps I had to take to reclaim my vehicle. I called adesa and prompted the department I needed, out of all the numerous times I have called there has not been a single time the redemptions department has answered the phone. I was informed that leaving a voicemail with my detailed information would prompt a call back so I can set up an appointment to pick up my car since they require an appointment. I left the voicemail on July 5th. Have not received any information at all about getting my car back. It is unacceptable that I have paid my dues to Wells Fargo and they have sent a release of my car, yet Audesa has no professional effort to allow me to do so. I have even called Wells Fargo to get assistance, the lady I spoke with said she got ahold of someone who is going to email the managers about my situation and reach out to me, they never did. I used the chat with us option on Adesa’s website, that person explained to do the same thing as far as leaving a voicemail and wait. I explained that I have already done that a week prior, she asked for my number and she would also, reach out to a manager, also heard nothing back.

  Business response

  07/18/2022

  We will be reaching out to customer today to resolve this. 

  We will be utilizing the contact information provided and we will give the earliest appointment available for release. 

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As of 07/05/2022 I have been calling and left voice-mails for them to call me back to set an appointment to reedem my vehicle already have all the required paperwork to reedem my vehicle, but again no one is answering the phone or calling me back.

  Business response

  07/19/2022

  The Release for this customer was received on the 8th. We cannot move forward with a Redemption until we have the release from the lien holder. Once the release was received the customer was scheduled for an appointment and the vehicle was released 7/13. 

  Customer response

  07/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 175***35, and find that this resolution is satisfactory to me.

  
  

  Everything was arranged and scheduled 40 minutes after i made this complaint. thank you for responding to my complaint but they did a satisfactory job on their customer service. i withdraw my complaint thank you.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put a vehicle in for the sale and marked it AS-IS, structural damage. The vehicle entered the property and engine started and ran when my transporter parked it inside the lot. Condition report also shows the vehicle turned on when it was in possession of Adesa LA (see attached picture). The vehicle ended up selling online. Now they’re returning the vehicle back due to the vehicle not starting/cracking at all. That is not our fault. When the vehicle was brought in the facility it turned on and ran. When they checked it in as well (view attached proof). This could be something that was done inside their lot and is there responsibility and not mine ! I brought the car in good / starting condition and now it’s not ? Plus I have proof that when they had the vehicle it did in fact turn on !!

  Business response

  07/14/2022

  Good afternoon, ******.

  Thank You for taking the time to speak with me today.

  In regards to the complaint filed at the BBC, here is our response on behalf of ADESA LA.

  THIS VEHICLE IS NOT DRIVE-ABLE. The sounds on the attached video shows how unsafe the unit is to drive. Any mechanic would determine that.

  Client brought unit to sell through ADESA. They announced AS IS, which covers any issues on a driveable vehicle only.

  At all wholesale auctions, we follow the NAAA (National Auto Auction Arbitration) Guidelines. These guidelines show how to properly disclose issues on used cars in a wholesale environment.

  In our guidelines, when a seller has a unit that is non-driveable, they need to announce “unit inop or tow”. Seller, ******, did not disclose unit was a tow and unsafe. They announced “AS IS” which does not cover “inop” vehicles

  We voided the sale based on our mechanics advise that unit is unsafe and should only be offered in a tow/inop sale. This client owes us back for this vehicle and was refusing to pay us back.

  Our Assistant General Manager, ***** *******, just spoke to ****** and he has agreed to come in and pay us back. We’re hoping he will withdraw his complaint as it is invalid.

  Thank You

   

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

  Office Manager | ADESA Los Angeles

  Customer response

  07/14/2022

   I am rejecting this response because:
  
  ***** had first advise that the engine was “seized” when in fact it wasn’t. An there mechanic manager even said so himself (****) and he also advise them as well. I am seeking both an apology and an adjustment (reimbursement) of a certain amount considering I had to forcefully pay because if not the dealership I represent would be blocked and we would be unable to buy or sell. I have attached proof showing that the “YouTube mechanic” had initially said the the engine wouldn’t turn with starter which was obviously not true because the engine does turn over and does stay on (idling) and does drive as  well considering I drove it around their lot. Engine does have noise but just like other vehicle I have bought from them they’re AS-IS !! Seems like only when its convenient to them they do an unwind (arbitration). In summary if the engine were “seized” as they had said initially then the engine would not turn on at all let alone stay on. I been a mechanic for 12 years so know what I am talking about. “SEE ATTACHED PROOF” 

  Business response

  07/15/2022

  Good afternoon,

  
  

  Our clerks are not mechanics so sometimes the terms and mechanical lingo get mixed up or lost in translation from the mechanic shop.

  
  

  Regardless of the mechanical lingo: THIS VEHICLE IS NOT DRIVEABLE AND UNSAFE (as proven in his video). This needed to be disclosed at time of sale and it was not.  This goes against the NAAA policy.

  
  

  We handled this situation fairly for both buyer and seller which is our goal in every arbitration case. We strive to maintain the integrity of our business with everything we do and every action we take.

  
  

  Thank You.

*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. ↩