Complaints

• Initial Complaint

  03/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was wrongfully repossessed on February 25. My credit union was at fault for this repossession, and while the repo man was polite and understanding during the process, the situation took a turn for the worse due to the handling of the vehicle by *************************** The repossession occurred at 4 AM, and it was dark outside. However, upon inspecting my vehicle in daylight, I discovered my front bumper air deflector lying in the street and severe scratches on my driveway, indicating that damage had occurred during the repossession. Initially, our primary concern was retrieving my vehicle, which was complicated by having to go through multiple representatives throughout the day. After finally reaching ************************** and speaking with *****, I encountered extreme rudeness. Despite my courteous demeanor, ***** was dismissive and unhelpful. When I returned to collect my car, I conducted a walk-around inspection and noted additional damage, which prompted an employee to comment that the repo man must have been moving too fast. I called back the next day to report that my car was shaking, which I suspected could be related to the tires. ***** was rude; he insisted they would not fix anything related to the tires, claiming, We didnt do anything to your tires. A few days later, due to ongoing issues with my car, including shaking and overheating, I discovered a cracked radiator, fan assembly, and a thermostat issue. The piece that was made to protect these parts was damaged during the repo. Despite my explanation and the evidence of damage, ***** continues to claim the issue is cosmetic and has refused to take responsibility for fixing my vehicle. I am now facing mechanical problems, and my car is undriveable. I am preparing for legal action to get necessary repairs. I believe ************************* should be held accountable for its practices and the additional hardships I have faced as a result.

  Business response

  03/11/2025

  Tatiyana's issue with wrongful repossession is between her and her lien holder.  Hill & Associates had proper paperwork and executed the repossession in a lawful manner on 2/25/2025.  Tatiyana did not see the ********* until she came to our lot on 2/26/2025 when she redeemed the Trax.  At the time of redemption, she walked around the Trax and signed a statement, "The undersigned hereby acknowledges receiving and inspecting the vehicle described on this form and finding said vehicle to be in same condition as when repossessed and all personal property and keys accounted for and hereby releases ***************** and/or their clients and/or agents from any and all claims now and hereafter, whether known or unknown, anticipated or unanticipated."  (See attached copy of her signed statement.)  The next we heard from ******** was on 2/28/2025.  She mentioned that there was a plastic piece underneath her Trax that was cracked, and then she stated that her, "tires were slanted."  In 25 years, we have never heard of, "slanted tires".  Her repairs include a thermostat, coolant outlet and fan assembly.  The thermostat is up on the engine.  The Trax also sits up higher than a car, and out tow process doesn't get near these items.  The Trax has almost ******. miles on it.  There are probably lots of service repairs needed.  Interesting to note that the repossession occurred on 2/25/2025 and when Tatiayana redeemed, she presented a paper driver's license issued on 2/26/2025.  How long had the Trax been parked?  Was she driving without a license?  Did she have insurance?  One final note, ******** sent a copy of an invoice where repairs were done in ***********, *********!  (See attached.)  She drove it from ********, ** to ***********, ** before she got repairs.  Our towing this vehicle did not cause any damage.

  Customer response

  03/11/2025

   
  Complaint: 23047499
  
  I am rejecting this response because:

  I would like to provide some clarification regarding my concerns, particularly about the damages that occurred. Firstly, I want to emphasize that I saw my car the morning it was repossessed at 4 AM but it was dark so I didnt see the air deflector laying in the street or saw the front of my car from how it was positioned, and I have photo evidence to confirm this. When I redeemed my vehicle the next day, I was instructed to sign the paperwork, which included a highlighted section indicating that there was damage. Although the representative explained the documents, he did not mention that signing would indicate my car was in the same condition as when it was repossessed, and he was fully aware that my vehicle was not in the same condition. On February 28, I called because I felt my car wasnt driving correctly after picking it up on February 26. Although I was told to call back on March 3 to allow time to consult with the repossession agent, I felt it was urgent to express my concerns sooner due to me knowing I had to travel to ********* which I Informed ***** of. Unfortunately, my concerns were dismissed during that call. The damage I mentioned involved the air deflector which is the piece that fell off and protects crucial parts of the vehicle, I also mentioned damage to my actual car also. When I picked up my car the damage we talked about included the piece I already knew fell off during the repo, plus the damage to my actual car. The repairs I had done in *********** are a direct result of issues I noticed after the repossession, and my car would have made it to *********** perfectly fine if it wasnt damaged during the repossession. I also want to clarify that I am a college student, and my vehicle is essential for getting to school and work, so no it was never just parked. Additionally, I have maintained proper insurance on my car and can provide proof of coverage as needed. Lastly, Yes I had a paper drivers license due to the fact I lost my driver license that morning and had to go online and apply for a new one. Thank you for understanding the stress this situation has caused me, particularly regarding the damages to my vehicle.
  
  Sincerely,
  
  ******** ********

  Business response

  03/16/2025

  We are glad that ******** is no longer alleging wrongful repo.  We are also glad that ******** is no longer questioning slanted tires.

  When Tatiyana redeemed the Chevrolet Trax, she walked around inspecting the Trax and she signed the "Vehicle Release Form", (in attachments).  She had ample time to read and understand what she was signing.

  We did not touch anything on the Trax except the bottom of two tires.  We did not touch or damage the "air deflector", the radiator, the fan assembly, the thermostat, or anything else.

  Since ******** said she has a lawsuit with ****** over the repossession, we prefer to respond to any Court inquires and not respond further in this venue.

   

   

  Customer response

  03/18/2025

   
  Complaint: 23047499
  

  I hope this message finds you well. I would like to clarify a few points regarding the situation surrounding the Chevrolet Trax and my previous communications.
  
  Firstly, I want to stress that I have never accused Hills & Associates of wrongful repossession. My concerns have consistently centered on the actions of my lien holder, which they have since addressed. My experience with them has been significantly more straightforward compared to what I have encountered in resolving issues with Hills & Associates. Also, ***** ran with the slanted tired and was over talking me when I was simply trying to mention things I thought it was because it was too early to know exactly what it was.
  
  Furthermore, when I collected the vehicle, the only conversation I had with your employees concerned the damaged condition of the car. It is perplexing how I could be misled into signing a document stating that my vehicle was not damaged when my focus was entirely on its condition at that time. 
  
  Additionally, I must assert that the document you provided does not bear my signature, as I have never signed in that manner. I have evidence to support this claim. I have also come across documentation intended for other customers, which was mistakenly included with my paperwork. This indicates a mix-up on your end since the document states the vehicle was recovered without keys, whereas the situation was the opposite in my case.
  
  Moreover, I have photographs of my air deflector on the ground with my car on a Hills & Associates tow truck and images of the damage to my vehicle. The extent of the damage would not be possible if the air deflector had come off in the manner suggested. Multiple mechanics have confirmed that the damage I experienced is a direct result of the condition that arose from that part being removed, which is also corroborated by information available through a quick online search.
  
  I believe it is essential to address these discrepancies and misunderstandings adequately, and I am prepared to present my evidence to support my claims.
  
  Thank you for your attention to this matter. I look forward to resolving this issue amicably.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  09/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company keeps calling me looking for me but using a name I havent used in 23 years. I dont know what they want and they will not tell me. They have called my employer and have said they are going to tell my employer what it is about and have threatened legal action. They however will not tell me why they are calling. I called back several times and they will not respond. I have requested that they stop calling both me and my employer.

  Business response

  09/17/2024

  The name ******* ****** is not in our system.  We need more information to address her concerns.  She did not provide the name she hasn't used in 23 years, (if that was who we were calling).  She did not give any work info.  We are always willing to explain why we call, especially if it involves a legal matter.  She asks that we stop calling.  We do not have a phone number for ******* ******.  However, we do answer our phone, ************, Monday through Friday from 10AM until 6PM.  She can ask for me. -*****. 

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was repossessed from me on 4/18. Ive been in contact with my lienholder since 4/18 to see if theres any arrangements that can be made to stop my car from being auctioned. My car was sold at an auction lot without my knowledge on 5/20. I called the recovery establishment to make arrangements to get my personal property on May 12th, 15th, 18th, 21st, 22nd & finally today the 23rd to keep the line of communication open, since I knew the 45 day period was coming to an end soon. ***** told me verbatim *today* that he cannot hold anything indefinitely & mocked me over the phone after becoming upset (to the point of tears) at the threat of my things being thrown away, especially after I explained that I was doing my best to secure a ride 50 mins away from my residence after no longer having a vehicle. I mentioned the GA repo law that states that I have to be notified of them being in possession of my belongings and how long I had to retrieve them, which then prompted ***** to tell me that he will throw my things away today and also used racially abusive language when I asked him to clarify for me on the phone how long I had to retrieve my belongings, saying verbatim you [redacted racial slur] always like to cause issues. When I arrived on the premises to retrieve my things, I was then demanded to pay $50 cash by another unknown employee to recover my personal belongings. I had a MacBook Air laptop in my car that was not there when I retrieved my belonging, & several sentimental items missing.

  Business response

  05/24/2024

  ************************* signed a contract for a 2017 ******* Accent which ***** did not honor and pay.  Upon her default, the lender hired us to repossess the vehicle, which we did.  Yes, ***** called several times about her personal property, and each time she said she was coming to retrieve it.  After numerous broken promises for more than a month, ***** had still not come to get her things.  The lender moved the *******, and we bagged up all of the items in the car.  Her property filled up six tubs containing 80 gal drum liners, (which we provided.  She also had a bag of her own.  ***** did call again on 5/23/2024 and said she would try to come get her property next week.  She had promised this before, and we did respond that we do not keep personal property indefinitely.  This is about the only statement that she got right.  The nonsense about racial slurs is defamatory, maliciously false and libelous.  It did not happen.  She fussed about her tag, but she found it in one of the tubs of property.  She had all the time needed to go through and make sure all of her property was there.  We asked if she got everything.  She said when she closed her trunk, she had all of her property.  Finally, she closed her trunk and left.  No complaints.  This is the first time she has said anything was missing.  We did not take anything.

  ***** was dishonest with her dealings with the lender.  ***** was misleading with her commitments as to when she would come retrieve her property.  ***** outright lied about what we said and did.

  Customer response

  05/24/2024

   
  Complaint: 21752850
  
  I am rejecting this response because:

  They are the ones who are wrong, actually. The first statement is wrong, which should give you an idea of what type of establishment they are running, and the people that they have running it. Ive never in my life owned a 2017 ******* Accent, the vehicle that I leased was a 2016 ***** Malibu. Everything else that the company owner has typed in response is FALSE and a sloppy attempt at trying to cover up the truth. Please check any record and show me where I had a ******* in my name. You wont find it. Again, legal action will be taken and I am not going down without a fight. Hill & Associates antagonized me over the phone,  so naturally I was quick to retrieve what I could from their property and leave. I did not feel comfortable as I was alone. Again, ***** made several racial remarks & explicitly told me that he didnt give a **** about my property, after illegally coming onto my property and recovering the vehicle, as well as rummaging through my belongings and taking things. I also called to confirm what day my vehicle was recovered by them after I retrieved my things and ******************* up on me and denied that they ever had the vehicle in the first place. If you do a simple search, you will see SEVERAL online reviews with the same complaints. My dealings with my lienholder have nothing to do with their response, and again, is a failed attempt to cover up the shady and fraudulent practices theyve been getting away with for years. ***** and his business partners had NO REASON to be nasty to me and handle business the way they did. So like I said, I will be seeking the appropriate legal action. This is only step one. 
  
  Sincerely,
  
  *************************

  Business response

  05/24/2024

  It was a 2016 Chevrolet Malibu.  Nobody cussed.  Nobody used any racial slurs.  ***** spent enough time to open every one of the seven tubs that we brought to her.  She did not say she was missing anything.  We repossessed the Malibu legally, as it was in default and the lien holder sent an order to repossess.  We brought up her default on her contract and her numerous appointments missed to demonstrate her lack of credibility.  We have repossessed tens of thousands of vehicles over the years, and only a miniscule number have complained.

  Customer response

  05/24/2024

   
  Complaint: 21752850
  
  I am rejecting this response because: I spent a total of 11 mins on the property, I know because I took note of what time I pulled up and what time I left. Also, I was unlawfully charged a fee to recover MY BELONGINGS. I have a receipt of that labeled admin fee, again, shady business practices. I would like to reiterate that I did not feel safe going to retrieve my things because I was repeatedly antagonized by ***** over the phone. Repossessing thousands of vehicles over the years means nothing, because when you do a quick search of the company the bad reviews definitely outweigh the good. Whoever is responding to the reviews is also incorrect, because I was in agreement and negotiation with my lienholder. If they received note from them to recover the vehicle, then why could NO ONE verify that they even had my vehicle in the first place when I called on 5/23 to confirm? ***** was more concerned with arguing with me over the phone and explicitly said so you want me to help you sue *********************** as I stated over the phone, the lawsuit is coming either way. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was repoed by hill and associates on oct 23,2023. My bumper was damaged during the tow. I noticed parts of my bumper was left in my driveway when i came out to go pick up my car on the same day it was towed. I called and spoke to ***** at that time he was rude and told me my car was 10 years old and thats the way they picked the car up and hung up. I arrived at tow company after paying fees to get my car. When i seen the car i called the police to report damages. ***** at **** and associates claims that picked up my car with damage, however i have proof they did not. At this time I am only interested in them repairing the damage they caused by removing car because it is no longer able to drive safely. Im still left with car payments and damaged car. I have uploaded one pic of my car the day before it was taken my Hill and associates.

  Business response

  11/06/2023

  We repossessed ********'s 2014 Buick Verano because she was in default with the lien holder.  The driver noted several places of damage on the condition report.  When I advised ******** of the existing condition, she was upset.  She said she had video of our driver damaging the Buick.  We have asked for the video, but ******** has not responded.  The driver stated the Buick had front left bumper pulling apart near headlight, front right bumper dented in at bottom, back right bumper dented, scratches and dings all over, lots of little things consistent with a ten-year-old vehicle.

  Clarenda claims she has proof; a video of ** damaging the Buick.  We are happy to look at that video.

  Customer response

  11/06/2023

  Can ***** or they driver show proof? Since the driver wrote notes on damage did he take any photos showing the car was damaged before he touched it? 

  Business response

  11/08/2023

  *************************** has complained to the BBB.  clarenda has NOT provided any evidence to support her complaint.  clarenda claims she has video evidence of ** doing damage.

  Please send your video evidence.

  Thanks.

  -Hill & Associates

*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. ↩