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:01/08/2025

  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.

  Dont expect to get your property back once they touch it. They say you need an appointment then avoid you and count days that they are closed against the amount of time you have to recover your items. They like the money they make by taking vehicles, but do not like to deal with people and they will confirm an appointment then deny the appointment. You will be lucky if you get them to answer the phone. I believe everyone on here who has experienced them needs to report this to the better business bureau.

  Business Response

  Date: 01/09/2025

  WE ARE OPEN MON-FRI WE TAKE APPOINTMENTS EVERY 15 MIN TROUGH OUT THE DAY, WE HOLD PROPERTY FOR A TOTAL OF 60 DAYS. WHEN WE ARE ONLY REQUIRED TO HOLD IT FOR 30 DAYS UNDER THE **** WE DO THAT TO GIVE ANYONE PLENTY OF **** AND CHANCES TO RETRIVE ANY PERSONALS.  IF YOU FAILED TO RECOVER ITEMS WITH IN THE **************************************************************************** I WOULD BE HAPPY TO SPEAK WITH YOU ABOUT THIS ISSUE. PLEASE CALL OUR OFFICE AND ASK FOR ******. IF NOT AVABILE PLEASE LEAVE A GOOD CONTACT NUMBER AND I WILL GET BACK TO YOU AT MY EARLIEST CONVIENCE 

• 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.

  SUV was illegally repo on Dec 18, 2024, in the EARLY morning of 4am. I am a school teacher things that was stolen:$500 cash (it was a deposit for one of our clubs at the school I teach at!)My handicap permit (permanent)My gifts I brought for MY students My metal EXPENSIVE bat value $400-$4000! (those metal bats are EXPENSIVE!)My customized (name written on the front along with the school I teach at) lawn chair.$10+ worth of change (crackhead shit!) now WHO would LITERALLY STEAL that! They was kind enough to leave me .45 cents!My CRYSTAL disco ball (hanging from rear mirror)My CRYSTAL air freshener (LITERALLY CRYSTALS all around it)My CRYSTAL cup holders!BRAND NEW car cleaning supplies! Soap, tire shine, window cleaner, brand new super absorbent ********************************** LLC needs to be sued & SHUT DOWN! WHY kick people when they're already down & most importantly STEAL from them! That's *********** doesn't like ugly & I FIRMLY BELIEVE in KARMA!

  Business Response

  Date: 01/21/2025

  We have spoken with Ms. ****** and she filled out a missing property form while she was at our location on 12/30/2024. She advised she missing a chair that the approximate cost was around $10.00.  We advised someone would reach out after we researched on our end. We reached out with no response. Thanks 

• Initial Complaint

  Date:11/14/2024

  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 repossessed in the middle of the night by this location, I have all of my personal belongings in the vehicle. They didnt open until 9AM I made the phone call at 9:30 and I was told I could not pick up my belongings until the next day. That is highly unreasonable. Its already a very difficult situation to be in. More staff is necessary to make it possible for property pick up same day. ****** was so rude. Things happen every single day, having no compassion and poor customer service should be unlawful. It almost makes you want to commit suicide. I pray this company changes their behavior before its too late. God has the last say so. I reached out through email for an emergency release and the response was that everyone is going through a similar situation so mine is no different. I begged them to allow me to come get my belongings and they told me no on multiple occasions. I am moneyless, transportionless and ID less, my work attire and my sons belongings are in the car, I cant do absolutely anything without it. They need to do better immediately.

  Business Response

  Date: 11/14/2024

  Dear consumer, 

  We acknowledge your distressing situation and understand your desire to retrieve your belongings from the vehicle in question. Firstly, we sincerely apologize for the inconvenience and frustration you are experiencing.

  Regarding the retrieval of your personal belongings, we understand the urgency and importance of this matter. Once the necessary appointment has been completed and booked, we will work diligently to facilitate the return of your belongings to you.

  We apologize for any inconvenience caused and appreciate your understanding of the limitations we must adhere to in handling this matter. If you have any further questions or concerns, please do not hesitate to contact our team for assistance.

  Thank you for your patience and cooperation.
  
  Sincerely,
  
  Snatchmasters, LLC 

  
  

• Initial Complaint

  Date:10/21/2024

  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.

  This company treats people like trash! They haven't even had my vehicle a full 24 hours. I called to get information, and the representative was rude from initial contact. I called back and she kept forwarding my call. I was only calling to tell her I didn't see where to book an appointment on the website. She hung up on me several times, as well as forwarding my call. When I finally got through, she answered the phone threatening to call the police for harassment. Because I had a question?? They've had several complaints on ****** reviews about the same thing, as well as stealing people's belongings out of their vehicles, including money! Shut this business down immediately or I will be whistleblowing to the news and BBB will be included for ignoring these complaints. Representative never did give me her name, but I have the call recorded.

  Business Response

  Date: 10/30/2024

  Snatch masters llc

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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, in partnership with MVTrac, towed my car illegally on June 10th. I was later told by a representative that my lender ordered the repossession, but they refused to provide any additional information and then hung up on me. Any and every attempt to work with both companies has been met with disrespect, rude tones, and being hung up on. ****** has made it perfectly clear multiple times, verbally and in writing via a legal affidavit from their fraud department and legal team, that my car was not repossessed by them and they've asked both companies to release my vehicle several times. The associates have refused to accept anything from my lender, despite them being the owner of the vehicle and confirming that they repossessed my car under a fraudulent authorization. ****** has been told the only way to release my car is if they recall the repossession order in their system, but ****** has made it very clear that they have no ability to do so as they never entered it in the first place. The repossession authorization number provided to ****** was also fraudulent. As of last week, my car has been relocated to *************** being prepped for what I can only assume is an auction this week. So now, they're about to illegally SELL my illegally repossessed vehicle. I've notified my lender and all possible authorities, but this business needs to be investigated and shut down.

  Business Response

  Date: 08/04/2024

  I CAN NOT GIVE DETAILS SURROUNDING THE REPOSSESSION DUE TO THE PRIVACY LAWS. I CAN STATE THAT EVERYTHING ON OUR END WAS LEGAL AND ETHICAL. WE HAVE AN ACTIVE ORDER TROUGH (LPR) LICENSE PLATE READER. THIS ORDER WAS ON A NATIONAL HOT LIST. TAHT ORDER WOULD HAVE BEEN ENTERED BY THE **** HOLDER ********* WE HAVE NO WAY OF KNOWING SHE HAD A LOAN ON THE VEHICLE IF THE **** WERE NOT PROVIDED BY **** HOLDER. CUSTOMER HAS CALLED OUR OFFICE DOZENS OF TIMES AND MADE THREATS OF LEGAL... WE ADVISED WE CAN NOT RELEASE WITH OUR A RELEASE FROM **** HOLDER. IF SHE FEELS THAT WE DID NOT HAVE THE LEGAL ORDER TO REPOSSESS HER VEHICLE SHE SHOULD SEEK LEGAL COUNSEL .

  Customer Answer

  Date: 08/04/2024

   
  Complaint: 22089280
  
  I am rejecting this response because:
  
  The response from the business is false. I have the phone records to prove such. I contacted the business on the day of illegal repossession and made two visits with police present. I never had any other communication with this company outside of those interactions. To say they have received threats from me is false. Furthermore, its defamation that can be proven. The only other communication Ive had is via email with the owner yesterday and it was in no way threatening or rude. This company has refused to speak with me or my lender and has been hostile from the start. I record my 2nd interaction with them for this very reason. The police also confirmed I was not aggressive or rude and the business has a documented history of bad business practices and nasty interactions with customers. Per the attached email I sent in my initial complaint, they have no legal reason for still having possession of or selling my b vehicle at an auction. There is absolutely nothing legitimate about what has transpired and their refusal to acknowledge it is evident. My lender caught legal action prior to any attempts by me. I will do as they advise and also seek counsel. 
  Sincerely,
  
  ****************

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 car repoed 7/09/2024 , I called my car lender to get the information on the cars location so I can retrieve my personal items. I called to retrieve my items I get the snatch masters tow service info provided and they were an appt only place so I scheduled to get my items picked up 7/17/24 when I arrived I had my id and keys ready at first when I gave them my info the lady was like would it be under another name I said no , she then ( found my file ) and had me sign and said my items would be brought to me and I cant go to the car to check it , I get the bag and open it and Im missing my cousins and grandma obituary two iPhones and a backseat camera from my son also my bank file was tossed through that I had in my trunk , expensive perfume etc I ask them to go check again because my items are missing they then went to check then formed a group at the desk mocking the fact that they towed my car so I asked whats going on because its hot and I have my child in the car one of the workers instantly blurt out well being your d*** baby on the inside then I said you dont have to be rude im just trying to get my stuff and then they hand me my car keys back and state they dont have the car its been picked up but when I called my lender they said the car wasnt picked up until 7/18/24 which was the next day and when I called snatch masters again they stated were human ppl make mistakes and that I needed to do a police report those items are priceless to me my son . ******* and cousin are my heart and for one of the last things I have for them to be taken and my personal papers will my social and bank account info on it is insane and not right and when you look online at the reviews Im not the first of many complaints on stealing being done by this company you never know what something means to someone or what someone is going through this company is bad business !!

• Initial Complaint

  Date:02/09/2024

  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.

  We bought a car from *********************** on 03/11/2023, for a total of ******* including the ad velorem tax. On 01/31/2024 a tow company came and illegally repossessed our vehicle in the early morning hours. We had to file a stolen vehicle report with the police to figure out where our car went. When we spoke with this company we was met with attitude and we were told the car wasn't in our name. Apparently its in the name of the previous owner. But thats not true. We have the title to the vehicle and all the property inside the vehicle belong to us. For some reason they will not give us our property or the vehicle. The Police ran the Vin and no liens was coming back on the vehicle and the vehicle is registered to us. They told us the car is financed through ******************. We have contacted them and they have said they don't have any liens on the vehicle. They said they was going to tell them to release the vehicle to us. They keep saying the vehicle is not in our name. But it is. We keep calling and nothing is being done on either end. To be met with disrespect and given no answers is absolutely ridiculous. I'm sure they know more and not willing to help us out even though they know they are wrong. The Police won't help us bc they said it's private property. The law should be changed. They shouldn't be able to do this and not give us any answers.

• Initial Complaint

  Date:02/08/2024

  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.

  This company cussed me over the phone (Manager) and stole my Glock .45 change the tags on my gun and keep failing to give me MY FIREARM this place will not continue to s**** ppl over though we will get the right governing agencies involved so rude and disrespectful they have had my gun since August of 2023 and lied and said GBI would send it to me well here it is **** month of February and they still drop F bombs over the phone and wont give my gun also kept my wife shoes had to literally call the police .place deserves to be shutdown immediately and everyone should be fired except ****************** he was a nice guy all the rest are straight crooked and thieves!!!! Yesterday when filing our police report another guy stopped the officer before she left and filed one for them taking $500 dollars out of his vehicle!

  Business Response

  Date: 02/08/2024

  THIS CUSTOMER CALLED OUR OFFICE BEING VERY DISRESPECFUL CLAIMSING HE WAS COMING TO OUR OFFICE TO "HANDLE" THE PROBLEM, HE CURSED AT OUR WHOLE OFFICE STAFF, HE HAD TO BE TOLD IF HE CONTINUES TO CALL WE WILL FILE CHARGES FOR HARRASSMENT AFTER HE CALLED OVER 100 TIMES IN A SINGLE DAY, WHEN HE FIRST CAME TO OUR OFFICE HE WAS TOLD HE WOULD NEED PROOF OF *****SHIP FOR THIS **** ARM, HE CAME BACK MONTHS LATER ON 2/8/24 WITH A RECIEPT WITH THE WRONG SERIAL NUMBER, AFTER LETTING THE PILICE INSPECT THE **** ARM IN QUESTION POLICE AGGRED THAT THE SERIAL NUMBER HE PROVIDED IS NOT EVEN CLOSE. I FEEL LIKE WE HAVE BEEN MORE THAN PROFESSIONAL AND RESPECTFUL CONSIDERING HOW THE CUSTOMER ACTED, I AM THE ***** AND EVEN AGGRED TO CALL THE ***** WHERE HE PURCHASED THE ****ARM TO GET TO THE BOTTOM OF THE INCORRECT SERIAL NUMBER. WE ARE REQUIRED TO HOLD PERSONAL PROPERTY FOR 60 DAYS BY ************. WE HAVE HELD THIS FOR NEARLY 180 DAYS, WITH NO CHARGE TO CUSTOMER. PLEASE ADVISE WHAT ELSE I CAN DO TO HELP. PLEASE KEEP IN MIND WE A REPOSSESSION COMPANY, WE GET FALSE CLAIMS EVERYDAY AS CUSTOMERS ARE NOT USUALLY HAPPY WITH US. 

• Initial Complaint

  Date:02/03/2024

  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.

  This business is nothing short of lying thieves. My car was broken into and they claim they have a repossession order for my car from ******************. I OWN MY CAR. I HAVE THE ***** TO MY CAR. THE FINANCE COMPANY CLAIMS THEY HAVE AN ELECTRIC LEIN BUT WHEN I CALL THE **************** THEY TELL ME THEY ARE LYING AND THEY DO NOT HAVE SUCH A THING AND IM THE SOLE OWNER OF MY VEHICLE. All of my personal belongings are in the car along with money, credit and debit cards and identification copies. Such as social security cards and licenses. These people are known thieves and will not allow me to retrieve my property nor speak with the owner. I would like to speak directly with the owner.

  Business Response

  Date: 02/09/2024

  Dear **************************,
  
  We acknowledge your distressing situation and understand your desire to retrieve your belongings from the vehicle in question. Firstly, we sincerely apologize for the inconvenience and frustration you are experiencing.
  
  As previously mentioned, the unit in question was repossessed under another customer's name pursuant to an order from ******************. Due to legal constraints, we are unable to discuss the specifics of the account with anyone other than the account holder.
  
  However, we are committed to assisting you within the bounds of the law. We recommend reaching out to ****************** directly to clarify the situation regarding the repossession order and any alleged lien on the vehicle. They will be able to provide you with further information and guidance on how to proceed.
  
  Regarding the retrieval of your personal belongings, we understand the urgency and importance of this matter. Once the necessary legal processes have been completed and ownership has been verified, we will work diligently to facilitate the return of your belongings to you.
  
  We apologize for any inconvenience caused and appreciate your understanding of the legal limitations we must adhere to in handling this matter. If you have any further questions or concerns, please do not hesitate to contact our customer service team for assistance.
  
  Thank you for your patience and cooperation.
  
  Sincerely,
  
  Snatchmasters, LLC 

• Initial Complaint

  Date:12/07/2023

  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.

  Snatch masters came to my home November 28, 2023 and took my vehicle in a repossession as of December 7, 2023. I went to retrieve my things at 11 AM when I got there my things were put into three totes items are missing out of my vehicle, important paperwork, as well as sentimental things of my husband who passed away January 2023 they cannot be replaced, they took my tag off of my vehicle and placed it in these three totes. They refused to allow me to go check my vehicle to make sure that everything had been removed. Told me that everything was in the three totes and that the driver the first day that he picks up your car in a repossession he removes all your things out of your vehicle not giving you time to remove your own things or to even pick your vehicle back up. They have taken important, mechanical equipment, tools, and important documents that cannot be replaced. I have a video of the employee stating how the process works and that the same day that they pick up your vehicle they take your things also have the video showing the three totes that they provided. They did not have all my things in it at all Im not seen a place where you can put a video but I do have the proof of my phone and I am willing to share.

  Business Response

  Date: 12/18/2023

  Dear *********,
  
  I am deeply sorry for the inconvenience and distress you have experienced in connection with the repossession of your vehicle by SnatchMasters. I want to assure you that we take your concerns seriously and are committed to resolving this matter as quickly as possible.
  
  First and foremost, please accept our condolences for the loss of your husband. We understand the sentimental value of the items you mentioned, and we regret that they were not handled with the care and respect they deserved during the repossession process.
  
  To address your concerns, we will:
  
  1. Investigate the situation: We will conduct a thorough investigation into the repossession process to determine what went wrong and why your personal belongings were not handled properly.
  
  2. Retrieve your missing items: We will make every effort to locate and retrieve your missing items, including important paperwork, mechanical equipment, tools, and sentimental belongings.
  
  3. Address the employee's behavior: We take employee conduct seriously, and if it is confirmed that our employee did not follow the correct procedures, appropriate action will be taken.
  
  4. Ensure this doesn't happen again: We will review and improve our repossession procedures to prevent similar incidents in the future.
  
  In the meantime, we kindly request that you share the video evidence you mentioned. This will be instrumental in our investigation and efforts to locate your missing items. You can send the video to: *************************************.
  
  Once we have completed our investigation and taken the necessary steps to rectify the situation, we will be in touch with a comprehensive update. Our goal is to make this right and to ensure that you are satisfied with the resolution.
  
  We deeply regret any distress this situation has caused you, and we appreciate your patience and understanding as we work to resolve it. If you have any further questions or concerns, please do not hesitate to contact us at [contact information].
  
  Thank you for bringing this matter to our attention, and we look forward to resolving it to your satisfaction.
  
  Sincerely,
  The SnatchMasters Team