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:04/16/2025

  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 contacted Coastline Recovery by phone today, 4/15/25 at 2:15PM PST, and asked the party who answered if I could make an appointment for vehicle redemption. I was told I could only do it online through their website. On their website, I was first asked to enter the last 6 digits of the *** before SELECTING THE *** CHECK icon. I was then routed to the appointment board and I selected the day of month and appointment time-slot for the following day 4/16/25 @ 2:20PM PST. I took a screenshot of the appointment summary I made at 2:04PM PST. I received an automated text that read Not a confirmation and that my vehicle redemption request was received. At 4:02PM PST, I received another auto-text stating my vehicle redemption appointment was declined because the vehicle is not at their unit and to call my finance company. On that text the FULL *** # was on that text response from them. I called my finance company and they confirmed that the vehicle was with CoastlineI called them, and of course, they were closed for the day. I went back on their website, however, I entered a fictitious 6 digit number not associated with the last 6 digits of my vehicles ***. After I selected the *** CHECK icon, I got a pop-up message stating the it could not be found. That also let me know that my vehicle was indeed, with Coastline. Now, I am going to be charged more days of holding fees until while I play this game with them to get my car.

  Business Response

  Date: 04/16/2025

  Hello ****** , the system is correct . Your car is not here . It's at the auction. You would need to inquire with your finance company . We have no control on how your finance company finds fit to move their car . The car had been sent prior to the release being sent . You can redeem your car from auction 

• Initial Complaint

  Date:04/14/2025

  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 picked up my vehicle yesterday, April 11, 2025. Around 1 oclock, so I waited to retrieve the vehicle around an hour and a half. Once I drove off, went to the closest store to get something to drink because it was very hot that day as I tried to turn on my car on it would not start the tow company drained my battery completely. mind you I did not have tow at the moment so a kind gentleman next to me notice me crying, offered to tow me home. Im a upset customer. Im not sure what they did to my vehicle, but it was working perfectly fine before they took it.

  Business Response

  Date: 04/14/2025

  Hello ***** can you provide the last 6 of the vin please , so I can further assist 

  Customer Answer

  Date: 04/14/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/25/2025

  Type:Order 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.

  After missing my initial appointment due to traffic and the limited business hours that company is in operation I arrived early on 2/24/25 at 12:30 for my 1:20 PM appointment prepared to make a payment and retrieve my vehicle. However I was notified that the repossession company only accepts cash payment and I could not used my debit/credit card. I could not get my vehicle out of repossession and due to their limit hours and with me unable to get more time off I do not know if I can get my vehicle out even though I have the sufficient funds.

  Business Response

  Date: 02/25/2025

  wee send you communication on time to get to your appt and payment forms prior . You were notified , I'm sorry you didn't prepare accordingly 

  Business Response

  Date: 02/25/2025

  wee send you communication on time to get to your appt and payment forms prior . You were notified , I'm sorry you didn't prepare accordingly 

• Initial Complaint

  Date:02/21/2025

  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.

  Attempted to schedule appointment for vehicle redemption four several times on 2/20/25. Either said the unit is not on site or cannot accomodate date. Attempted to schedule today and on Monday 2/24/25 but cancelled each time. Received the repossessed ticket redemption yesterday around 2PM but still no appointment. Needed to go to work today in ** and was hoping to get the appointment today but now no available appointments.

  Business Response

  Date: 02/21/2025

  You have an appt for property on 2/24 as this is the only time available , your car is not here . Your appt is for property only . 

• Initial Complaint

  Date:02/03/2025

  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 had my vehicle repossessed on Friday January 31st, in which i had reversed before 12pm on that same day, this company informed me that I had to wait till Monday February 3rd to receive my vehicle by appointment only. Even though I had location services on my vehicle at the initial location in **********, my vehicle was entered and towed to a location in ******* listed ****************. After receiving my vehicle I noticed all of my personal belongings in plastic bags, after reviewing the bags I noticed I was missing a tablet that I use for my personal business. I asked them about it and they laughed at me, the police said I can submit a police report but I just wanted my property returned to me and apparently this was not a option. Please BBB check the yelp reviews on this company and see all of the people they stolen items from. This is terrible please help

  Business Response

  Date: 02/04/2025

  On 1/31 you showed up with out an appt to a location attempting to take the car from our facility , you came very irate and quite frankly quite threating . The release from finance company didn't come over until 1:23 pm MST , we don't make same day appts this late in day , you came to your appt Monday which is next business day @11:00am , you received everything we located in the car . You couldn't describe what you claimed was missing , we advised to file a police report and offered to start investigation offering you an affidavit of missing property. A male also called into our office making threats to shoot up our company and lay out our personnel which in turn we called the local PD to report the incident . WE don't have anything more to say in regards to this account and you threats , please deal with the Police .

• Initial Complaint

  Date:12/31/2024

  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 car was stolen from my aunts house my car was paid off they wanted 17, 200 I file a police report

  Business Response

  Date: 12/31/2024

  Please reach out to finance company , they are the company who put out this repo , the car is not stolen its repossessed 

• Initial Complaint

  Date:08/19/2024

  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 am trying to recovery my items from my vehicle. The company is giving me the run around and wont allow me to retrieve my stuff. After talking with other complantiees and researching the company. This company is known for STEALING !!! All I want is my belongings and they are stealing from people. I have 1000$ worth of items in my car!!! I want my belongings!! They should not be a business !!! ***** their receptionist is very rude as well!!!!

  Business Response

  Date: 08/19/2024

  Hello without a vin number its almost impossible to locate your account , I searched by name and cant find anything with your name either . I also searched by address and cant locate that as well . There is a similar name but its spelled ***********************; . If this is you it looks like you have missed 1 appointment on 8/5, now you have another on the 23rd. We did not do anything to delay anything on this account . 

• Initial Complaint

  Date:08/08/2024

  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.

  CoastLine recovery services. called multiple times to file a claim . they had me call my financial institute to file a complaint. the finanical institute ( Amercian credit acceptance) tells me to call recovery agency . They have me going back and forth with no solutions. No one will take my claim . there was damages to my vehicle and a key fee charge when my key was turned in. My car was in for a week and they moved all my stuff into bags . some stuff was missing but its not to important . I do however want the damages to my car repaired and fees corrected therefore my key was turned in and I am being charged for a key that never worked.

  Business Response

  Date: 08/09/2024

  Hello thank you for your inquiry , I can not pull name up can I have last 6 of the vin please

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22113195
  
  A42741

  Sincerely,
  
  *************************

  Business Response

  Date: 08/12/2024

  Hello , I've been able to locate your account by *** . Usually your finance company will ask us for a statement which I don't see has been done . What exactly did your finance company say ? Also I don't show any issue with the key we cut , our you using the key that was provided with the car that we supplied at time of redemption ? Can you also send me pics of back left panel that you claim is cracked , thats a odd spot for a crack 

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22113195

  I am rejecting this response because:
  American credit acceptance has told me to talk to the recovery agency about the key fee I am being charged and the damages to my car . No the key provided by you (coastline recovery services) NEVER worked. I contact Coastline and I am told to talk to my finance agency . finanical agency ( american acceptance credit ) tells me to talk to the recovery agency Going in circles with no action or response from both parties . So now BBB is involved. I had to give them my key for him to move my car. Need I remind you my car was in for a week. I was told to turn in my key the same day I picked up my car so the fee should have not been charged.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/08/2024

  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.

  This company repoed my car and damaged it. They damaged the body frame of the car. They damaged the starter with an improper tow and they stole my personal belongings. They stole cash from my center console, they stole a collection of $2 bills and silver dollar coins I had received when my grandfather passed away. Those are the only items I had of him left. They stole studio pro brown beats headphones I was forced to sign for my belongings even though I said on a recorded line I wanted to see what was in them first they told me I couldnt not see my belongings without signature. I also tried to report the theft of my belongings and the supervisor *** will not call me back. A list of names who *** spoken too. Each person from this company says something completely different and when I start asking more questions they say they cant tell me more and hang up on me. They are causing me so much emotional distress, its literally giving me heart palpitations.

  Business Response

  Date: 05/20/2024

  I believe this has already been responded to , and this is part of another claim. Also we have advised the customer to call office between 10am- 3pm , which she has not

• Initial Complaint

  Date:05/03/2024

  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.

  Hello on April 2nd my car was repossessed. I was never given any of 3 notices California requires such as notice of seizure, notice of personal items, or notice of presale. I also was never sent anything via email or mail about notice of default. I paid to receive my car back on April 16th. I then had to wait about a week to be able to get my car back due to the appointment system they had set up on the auction lot. When I received my car back there was consmetic damages I quickly noticed including, a damaged and bent rear passenger door frame with white paint still on it, a messed up rear driver tire (tires are a month old), squeaky brakes, they bent my back seat from me being able to properly close, they ripped off my trunk cover and other little scratches. I then drove the car to work immediately and came out of work to find the car now no longer works. It has a parking brake malfunction, an airbag malfunction, and will not turn on. I have also replaced the battery a $284 expense that should not have been needed. I need help and answers. I have been submitting complaints to **** and also have tried to submit claims with coastline where they told me on the recorded line I could not and had to go through **** financial . I submitted my first claim on April 22nd and have not received any information besides them closing my I total claim with no response to me. I call , I email, and they will not get back to me or provide me with any information. My car will not turn on and I have been out of work for about a month due to this whole situation as well as have been without a car for 2 weeks since I paid in full

  Business Response

  Date: 05/03/2024

  Good Morning ******* , I do see we sent a statement to your finance company on this account. The vehicle in mention was repossessed in behalf of your finance company which we have nothing to do with . I can give you a break down of the statement we sent out . We also sent you a notice of seizure ( AFTER ) we repossessed the car , which is something we always do , it was mailed to ****************************************. We did not have keys for this unit and your mechanical or electrical condition is unknown due to no keys. We sent all pictures of your cars visible condition in a form of a condition report and picture report at time of repo . Your vehicle went to auction on 4/9/2024 as is. 

   

   

  The following was also sent to your finance company :

   

  This vehicle was repossessed from ****************************************************** on 04/02/2024 @ 06:55 AM. Agent repossessed vehicle from the driveway using a wheel lift tow truck and dollies.This vehicles key was not present at the time of recovery. Vehicle was then towed to lot routinely. Vehicle accessed via long rod and air wedge from passenger door. Vehicle went to auction 04/09/24. All property will remain on lot for the 60-day state required period. Please note we do not normally inventory trash. There are no complaints on file. No damage occurred while in our custody.
   
  Please also note that the law states A mechanical, electrical, or tire failure Shall not be the responsibility of the repossession agency.
  

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21661953
  
  I am rejecting this response because: I have called your company and tried to start a claim, whoever was the representative told me I could not and had to go through Ally first. I have been trying to. 
  

  You did in fact cause damage to my door and the frame. 
  

  I also have **** daily digest and I never received any notices 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/06/2024

  We have sent everything to your finance company , along with a condition report and pictures of the unit at time of repossession . Car was delivered to auction4/9/2024 in the condition of what the condition report reflects and pictures provided to your finance company  . Your refer to 3 notices not received , those wouldn't come from us . The only notice we sent was once the car was repossessed , which is a notice of seizure and personal property report . In regards to the condition of your mechanics or electrical or battery would be unknown to us , as we are not mechanics .

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21661953
  
  I am rejecting this response because: California Law does not dismiss you of liability, only if parts are after market. All of the parts on my vehicle were from ******** ***** I want your company held liable for my car not being returned in the same condition it was taken. 
  

  I want this reported so everyone can see until my car is repaired and my damages have been paid and resolved. I can not and will not accept any of these responses until I have been communicated with and been given copies of the requested documents as well as video footage of my car in your lot. I was there on Friday when I was not allowed to pick up my personal items and see all the cameras, so your company can definitely provide me with video footage of my vehicle. 
  
  Sincerely,
  
  ***********************