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:12/27/2024

  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 vehicle was towed by Skyline Recovery Services, Inc. on November 5, 2024 per my bank's request on a repossession. I have a 2014 GL63 AMG ************** which requires a flatbed tow truck if the keys are not available. Upon obtaining my vehicle back on November 15, I was alerted to a malfunction of my suspension shortly after picking up my truck and driving it away from the tow yard. I just purchased the truck in April of this year and did not have any major issues with it until this incident. We were asked to submit a claim to the towing company which was done on 11/29/24, we had to have the truck inspected by a new car dealership and pay a 450 fee only to have our claim denied on December 12, 2024. The company is self-insured and would not provide a sufficient answer as to why they denied my claim. In addition, I have been advised that there are other claims for damages to vehicles by other car owners who have had their cars towed by this company. I do not feel as if I nor my insurance company should have to pay for the repairs on a vehicle I just purchased and had no prior issues.

  

  Business Response

  Date: 01/23/2025

  This unit was repossessed on 11/5/2024, stored on our lot in the same parking space for 11 days, before being released to the debtor on 11/15/2024.  Upon repossession, the agent hooked to the rear of the unit, and dollied the front wheels, being AWD. Using dollies is the equivalent of using a flatbed, as it raises all 4 tires off of the ground.  I have attached a photo for reference.  There were no keys, and no contact at the time of repossession. 
  On 11/15/2024, the unit was redeemed by the debtor, at which point, all of the redemption paperwork was signed off on and the unit was driven off of our lot.  Our release paperwork states, In sole consideration of the delivery to me of the above-described vehicle and personal property, I agree that I have carefully examined the above described vehicle and made sure that there is no damage, other than any pre-existing damage marked and accounted for on the vehicle condition report. I further agree that I have examined all personal belongings that were left in the above vehicle and that everything is accounted for and has no damage. By signing this Release, I fully understand the above statements and do agree to Release and Hold Harmless Skyline Recovery Service and *********************************** and or its Agents from all claims, demands and or actions, which I or my Representatives do have or may have against Skyline Recovery Service, *********************************** and/or its Agents or Employees, prior to this date.
  On 11/18/2024, 3 days after the debtor drove the unit off our lot and had it in their possession, they called our office and filed a damage claim.  At 10:04am our damage claim package was emailed to the requested email, with the instructions and allowance of 10 days to return the claim. On 11/29/2024, the claim was received and forwarded to the overseeing manager.  The claim was denied as for reasons below:
  The estimate calls for the replacement of the struts, which is considered to be routine maintenance over time, due to normal wear and tear and road conditions and not caused by dollying an AWD vehicle.   They typically need to be replaced between 50,000 and 100,000 miles, to which this vehicle in particular is 10 years old with over 100k miles on it.  Using proper towing techniques, like dollies, prevents any issues to arise during the tow of an AWD or 4WD vehicle and is a standard practice amongst all towing/repossession facilities. 
  

• Initial Complaint

  Date:12/24/2024

  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 made scheduled an appointment to go pick up a vehicle and it was confirmed. I get a message in the middle of the night saying that the appointment is cancelled and they cant accommodate? How is that possible if it was already confirmed? The way of scheduling ***** it doesnt show any same day times or let me click on any date other than the current date. I can only assume tomorrow is the last day before Christmas where I can retrieve the vehicle before everything closes for the holidays.

  

  Business Response

  Date: 12/24/2024

  It was declined in error.  I will let the ******* lot know you will be there for your regularly scheduled appointment at 11:45am.  Please be prompt and bring all required documents as we are closing at noon today and will not reopen until 10am on Thursday 12/26/2024.  

  Customer Answer

  Date: 01/09/2025

  BBB was in contact with the consumer and he has stated that the issue with the business has been resolved to his satisfaction.

• Initial Complaint

  Date:10/28/2024

  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.

  Improper towing and repossession this payment was made the day prior gm never took it out of system. Car is awd and should have been on dolly from point of contact or on a flat bed from point of contact I have complete video footage of them towing incorrectly down half the street sideways going up into my neighbors lawn hitting the mail box which caused the damage on my door had it tow to ***** dealer they blew my rear differential trans mount and motor mount my car shutter while sitting and wheels are locked while moving forward. My car is on video driving in and out my my drive way perfectly fine the day before my car needed and oil change and air in one tire before it was towed my car has only a lil over 60k it essentially a brand new car. They are stating they only responsible for the rear end which the mount is why it's shuttering. He refuses to give me his insurance information in which I don't think he even is caring liability which is the law. They would not even have it towed to a dealer to get it looked at so I paid for that as well. This is insane.

  

  Business Response

  Date: 11/25/2024

  This unit was repod 10/17/2024.  The unit was parked in the driveway.  Agent hooked to the unit, towed it out of the driveway, right down the street around the corner to a safe location away from the scene, pulled over and dollied the unit.  Agent reported the repossession and completed the condition report listing it in poor condition with scratches and dings all around.  The unit remained on our lot for 5 days before being redeemed by the debtor on 10/21/2024.  At the time of redemption, she immediately accused us of causing damage to the unit.  We advised her we would email her a damage claim package to which she could provide estimates for the alleged damages from the ***** dealership.  Four days later on 10/24 we received a repair estimate for several miscellaneous issues with the unit, which do not pertain to the repossession, including engine mounts, and oil change and filter, a compressor kit and coolant and refrigerant in regards to the air conditioning in the vehicle.  She was advised we would replace her transmission and that was it. The other items on the estimate had nothing to do with the towing of the unit.  A brand new transmission for this year make and model was on nationwide backorder so she was advised we could purchase and have a used through the ********* dealership the following day and have it installed by the ********* dealership and the unit back to her within 4 days to which she declined.  We have had no further contact with her since. 
  

• Initial Complaint

  Date:10/08/2024

  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.

  On September 9, 2024, Skyline Repo repossessed my car. When I picked it up from the ********* location, I noticed my rear bumper was hanging on one side. Upon further inspection, I found scratches underneath the vehicle that suggested it had been damaged during the tow. When I raised this issue, an employee at the lot claimed the car was picked up from the back. However, I always park in reverse, ensuring my bumper is closely aligned with the curb. I also noticed damage to the front bumper, including scuff marks and a protrusion. I provided photos of the damage. I was given 10 days (not business days) to submit pictures, obtain two estimates (I provided three), and submit a notarized document verifying my claim. After sending everything in, I called to confirm receipt and spoke to a woman who assured me that a decision would be made within a week. After waiting a week, I called again and was given a contact named Bobby for all claims. My fiance and I have made several attempts to get a clear timeline for a response, but we've encountered rude and dismissive attitudes from those responsible for the damage. I've been respectful in seeking a timely response. I cannot accept vague timelines of a month or more. There are laws in place to hold both consumers and businesses accountable, and ample time has passed for an investigation. I would like to receive the average of the three estimates I submitted so I can address the damage caused by your company.

  

  Business Response

  Date: 10/23/2024

  We are working with the debtor directly on his claim for the alleged damages and Frank was in direct contact with him yesterday.  

• Initial Complaint

  Date:10/07/2024

  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.

  Skyline recovery services came to pick up my vehicle the early morning of September 30th. I had no idea the vehicle was being taken or gone once it had left. I received a unknown text message soon after just asking if I owned the same vehicle. I told the driver I did and I needed my belongings from the car. I did not get the service name or information until I told them it was a title loan company and I had no idea who they were. After going online and calling I was unable to reach anyone for a week. Finally after sending emails I was told I would need to pay a fee for my belongings. I refused and they refused my belongings. This company is acting out of the course of recovery business practices and is fraudulently using admin fees to obtain funds.

  

  Business Response

  Date: 10/07/2024

  The vehicle was repossessed on 9/25/2024 at 11:11am.  it was stored on our lot for 10 days, before being released to the auction on 10/4/2024 at 1:45pm.  We had no contact via phone with the customer.  An appointment was made online via www.skylinerepos.com to retrieve personal property for Friday 10/4/2024 at 11:00am.  "Property Redemption appointment requested online for 2024-10-04 11:00am by ********* ******** - ************ *****************************" "Outgoing email to *****************************: PLEASE BRING ID AND KEYS Your fee for this transaction is $25.00 cash only exact change bring keys *****************"
  All of this information was provided via the debtors requested form of contact on 10/3/2024, including the administrative fee due to come to the lot.
  
  

  The debtor did not come for the scheduled appointment, nor call or go online to cancel it.  Attempted to reschedule the appointment for 10/8/2024 at 12pm via email correspondence, to which the debtor became combative and threatening to which we ceased further engagement with the debtor. Please see the following emails sent by the debtor:  
  
  

  "Okay, than I'll be sueing your company,  the driver, whoever is answering this message, and I'll do it for free considering I don't pay for military lawyers. Good luck with the better business bureau and the government for pursuing a veteran police officer."

  "I'll also make sure to review this company several ways and make your lives a nightmare."

  "I'll be contacting my lawyers today, oh and your corporate office "

   

   

  
  

  Customer Answer

  Date: 10/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did schedule a appointment but I never received a response from the company as it clearly states scheduling online does not constitute a appointment unless confirmed in which it was not. There is no confirmation on this matter nor when the car was being picked up. If so I'd like to see the posted email and confirmed response from the company because there isn't one. Further more the company did not try to knock on the door or call me until after it was picked up. Unfair practices as well as fraudulent actions in order for consumers to pay a fee. Furthermore the company has several complaints on this matter and the matter of returning valuable items to the owner. 
  
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 10/07/2024

  The confirmation email was copied and pasted in the reply above that shows it went to the phone number and email address you provided.  

  Due to the rise in violence this day in age and the combativeness we face daily due to the nature of the business, we are not allowing our agents to initiate any form of face-to-face contact, as it just opens the door up for confrontation and potentially putting out agents in harm's way.  Therefore, no one would have attempted contact with you during the time of repossession.  

   

  Customer Answer

  Date: 10/08/2024

  Complaint: ********
  
  I am rejecting this response because: as I said before and is now verified by the company below. Massachusetts requires the person be verified during and before as well as a police department call. There wasn't one. If a person is supposed to recover their property how would that be done if the company refuses state regulations and contact for fear of doing their job. Therefore the expected fee is void and property has been ceased against the law.
  
  Sincerely,
  
  ********* ********

  

  Business Response

  Date: 10/08/2024

  This was an involuntary repossession; therefore, we are not required to make contact.  All proper and legal steps were taken during the repossession.  The unit was parked on the street, at the given address.  At the time of repo, agent attempted to call the debtor with no answer, to which was replied to via text.  I have attached the chain of texts showing the agent offering the debtor to come out and collect the personal property and then providing the contact information for our Main office in order for an appointment to be scheduled.  I have also attached the police notification letter, which shows time and date of when we notified the police department of the repossession. At no point have we withheld access to the vehicle and or personal property.  There have now been two no call no show personal property appointments scheduled.  

  Customer Answer

  Date: 10/09/2024

  Complaint: ********
  
  I am rejecting this response because: The office rejected my appointment and still tries to charge a fee to pick up personal property hidden under an administrative fee. The driver contacted me via phone after they had already taken the car. So yes this is double dipping, and according to most complaints not even an assurance that all my property including police officer property is there. I will not pay to pick up property I didn't have a chance to claim, so someone else could steal it.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:09/30/2024

  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.

  On 9/25/2024 this company came to get our 2023 F150 from the house. We were two months late due to issue with card on file. We agreed to let them take the vehicle and cooperated with them as they were just doing their job. We were told if we needed anything we could grab it but not to worry as they wouldnt touch anything until the company stated it was going to auction then all items would be inventoried and returned to us. My wife realized that our most recent trip out of an abundance of caution she had hid her new ***** ******* bag under the passenger seat so no one would be tempted to break in and steal it. We called the lot to ask them if they had seen the bag and they said all items were taken out and put in bags and once we turned in paperwork could come get it. When we arrived the truck was gone to auction and in the bags was junk and no purse. They have told us repeatedly they would tell us if it shows up but they never saw it. Beware!!!! There is no said inventory done. Receipts and pictures have been provided. This is a limited edition serialized $4,000 handbag.

  

  Business Response

  Date: 11/25/2024

  The unit was repossessed 9/11/2024, stored on our lot for 7 days and then released to transporter and delivered to auction 9/17/2024.  At the time of repo, debtor removed personal items and surrendered the key.  Upon transport scheduling, any remaining items left inside the unit were removed and bagged and tagged where we store in our personal property container for 45 days for debtor to redeem.  The debtor came on 9/25/2024 and retrieved the remaining personal property.  Advised the hid a ************* purse under the seat that was not removed.  The debtor provided a receipt of the purchase from a pawn shop but could not provide physical proof the bag was shoved under the seat.  

• Initial Complaint

  Date:09/23/2024

  Type:Product 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.

  They stole everything in my trunk when they repoed my 2022 Kia Rio in June. They gave my husband a black trash bag of items from inside the car but did not include anything from our trunk. We had $600+ of beach items in the trunk. 2 adult sized beach chairs, 3 children beach chairs, beach towels, clothes, and bathing suits. You were given the option to check your cameras to find out where my items were, and now we can no longer reach you because either you have us blocked, or you changed your number. VERY SHADY. I want my items back. I don't care about the money. Just give me my stuff back. If you can't give me my stuff back because you stole it, then compensate me for my missing/stolen items before I have to go to Small Claims Court.

  

  Business Response

  Date: 10/08/2024

  This unit was repod 6/28/24, stored on the lot for 15 days before being released to the auction on 7/12/2024. There were no keys but unit had full access.  At time of transport scheduling, the lot removed all personal items and bags and tags them and stores them for 45 days for the debtor to redeem. After the 45 days, all unclaimed items are discarded.  On 7/15/2024, all personal property was returned to ******* *********  Lot attendant advised they were handed the personal property and looked through all of the bags together and left without accusation of any of the above alleged missing items.  It has now been 104 days since the unit was repossessed.  All personals inside of the unit including the tags were returned and acknowledged at the appointment.  The lot does not have the ability to block calls nor would we change our business appointed telephone numbers, and if anything had been alleged missing, the lot would have advised to call and file a police report.  If the lot was not answering, there were other actions that could have been taken in a respectable time frame for this to be discussed.  Our main office in *************, which handles all allegations could have been contacted.  We were not.  There was no contact in the above allegations until receiving this complaint with the BBB, which was on 9/23/2024, and almost TWO months after the personal property was retrieved at the lot by the cosigner and debtor.  

  Customer Answer

  Date: 10/08/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  ******* was handed the bag and sent on his way. He was not given time to go through the bag. He wouldn't have noticed our items were gone until he had gotten home and SPOKEN with the 2nd owner of the car and looked inside the bag to find out there were many items missing. 
  
  2 Adult Beach Chairs, 1 was a cyan color, and the other was a dark gray/black. 3 Children's Beach Chairs, 1 Spiderman Themed one, 1 Unicorn/Rainbow one, and another boy themed chair. There were several children's clothes and bathing suits, along with 4 giant beach towels that were never returned. 
  
  We have called many times before this date, and after this date. I have left a voicemail asking for a return call a week after 8/29/24. Forgive me for not wanting to get the police and lawyers involved. We did not know we had the option of reaching out to a "Corporate" Office. The facility in ********* is stealing people's items and from searching this business on Google, so are other locations.
  
  The last time we heard from ANYONE in that office was:
  
  8/29/24 ******* called and left a voicemail. His call was returned and he spoke with someone who claimed the same things were all given to him. He stated they were not and suggested the cameras be pulled to find out where said items have gone. He was advised that they would see if they could pull the cameras and call him back. After that, we have not heard back. 
  
  There is no reason as to why cameras could not be pulled to SHOW us where our items went. I have called the Loan Servicer and was given another number to reach recently, PAR? As soon as I have a day off that allows me to call a business during BUSINESS HOURS, I will be calling and reporting to them as well.
  
  I am REQUESTING the cameras be pulled, and for us to be shown the items in the trunk, being taken out and HANDED to *******. He would've had at most 3 GARBAGE BAGS of items if the trunk items had been given to him. 
  
  If you cannot provide proof of him being handed these items, then my next step is a lawyer and Small Claims. We have proof of contacting this office. And I have  proof of the bag and items inside of it that were given to him on this date. 
  
  If cameras are pulled, and you realize that the items were in fact, never given to *******, then I expect a refund for the items missing. But if I have to go to court for this, I will also go to a local news station and report this office to the Commissioner and Attorney General. And next step is Small Claims Court, with a lawyer who will subpoena the security cameras. 
  
  My husband and I have been trying to play this nicely. We get the run around. We get lied to. And now, clearly, the office has lied to their Corporate office as well. 
  
  This has been the first response I have gotten from this company since 8/29/24. Like I stated, I would like VIDEO PROOF of the items removed from the trunk, place in the bags, and ******* being given those bags. Either way, we are going to find out what happened to those items. Whether it be in court, or handled between us.
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 10/08/2024

  This facility is constantly stealing people's items and they're constantly getting away with it. I am a mother of 4 children. Those items cannot be purchased from my funds again until tax returns hit. I feel extremely uncomfortable, and unsafe with this business stealing belongings and being in my county. What if I had left something in there that I desperately needed right now, like a nebulizer or inhaler? Not to mention, knowing they can tow or access any vehicle without the keys... what other cars may they be breaking into and stealing personal property from without the owners knowing?

   

  I do not think it is asking to much for them to provide the security footage of items collected, where they were stored, and those exact items being handed to my Husband, *******.

  

  Business Response

  Date: 10/08/2024

  Footage overlaps for the cameras and since it has been nearly 2 months, we no longer have the footage.  Rather than continuing to go back and forth in this he said, she said matter, what is an approximate dollar value of the items in your vehicle so I can look into this in regards to potential reimbursement

  Customer Answer

  Date: 10/09/2024

  For just the chairs and oversized beach towels, I'd settle for $305. That would allow my family to repurchase some of the items missing. 

  

  Business Response

  Date: 10/10/2024

  That can most definitely be accommodated.  Please provide me with your mailing address and I will send you a check today

  

  Business Response

  Date: 10/11/2024

  Thank you!  I will be mailing out the check today from our Main Office in *************. Please allow a few days for the postal service to deliver

  Customer Answer

  Date: 10/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22324937, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Samantha Smiley

• Initial Complaint

  Date:02/21/2024

  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.

  My car was towed November 2023. My car was moved to an auction place on Jan 12 2024. I went to pick up my personal belongings and the majority of my things were missing. I was packed to go on a trip when it was picked up, so there were a lot missing of both mine and my kids things. I contacted them and they are saying that only 4 bags were removed. I requested they look again but they refused. I then called American recovery services for a resolution and they denied my claim. There was almost $2000 worth of belongings/camping gear missing. I sent an itemized list of what I could recall was in my car. But they claim they cannot help me.

  

  Business Response

  Date: 02/21/2024

  I had direct contact with ***************** in regards to her claim on 1/25/24 with the following:

   

  The unit was repossessed on 11/28/23, stored on our lot for 15 days and then released to auction 12/12/23.  On Tuesday, Jan 2, 2024, the debtor came to our lot around 330-345pm to obtain personal property.  While there, she called ***************** claiming:  I have the client on the line and the customer is at your lot. She only got a few bags and by the picture of it she didnt get the remaining of the personal property. Could you please release all bags / medicine that the customer has in the vehicle to the customer?
  
  
  My lot attendant called me and stated all of the property was indeed returned to the customer.  She proceeded to accuse my lot attendant of "stealing" $2,000.00 worth of her ****** ****** clothes, bikinis, lingerie, underwear, and heels.  She proceeded to claim he "probably took them home and his "girl" is walking around wearing her items."  He in turn told her if she felt that way, she could call the police and file a police report, to which she did not and left our lot. It has now been 23 days and we have still not heard from the police in regards to her allegations and filing a police report.

   

  As of today, 2/21/2024, still nothing
  
  

  
  

• Initial Complaint

  Date:01/10/2024

  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 vehicle was towed by this company on November 29, 2023 to their ******* ** location. They removed my belongings from my vehicle before it was moved to another location. Approximately 1 week later I went to pick up my belongings from their ******* ** location. When I got my belongings home (1 black garbage bag full of my things), I immediately realized that I was not given all of my things, but I waited until I retrieved my vehicle before calling, to see if the rest of my belongings were left in my vehicle. I picked up my vehicle (from a different location) on 12/8/23 and the rest of my belongings WERE NOT there. I've made numerous attempts to get the rest of my belongings but have been given the run around. I was told by someone named Thomas that they haven't located my belongings but I'm more than welcome to call everyday to inquire about it. I called the main office in *****************. several times about my things with no results. I was even told that I would hear from the general manager and have yet to do so. Its been almost a month and my belongings still have not been returned to me. I either want my property that is rightfully mine or I should be compensated for my items that were stolen from me!

  

  Business Response

  Date: 01/12/2024

  The unit was repossessed on 11/28/2023 at 11:33pm.  It was brought to our storage location in *******, ** where it was stored for 8 days before being transported by a 3rd party company to the auction on 12/5/2023.  When a unit is released to the auction, all items inside the vehicle, as well as the license plates, are removed and bagged and tagged and placed in our personal property trailer.  On 12/6/2023, the debtor came to retrieve the personal property.  If there were several bags, it is a possibility a bag was overlooked, and she would have had to make another appointment to retrieve the remaining items.  Our lot in Milford is our busiest location, staffed with two employees. I do apologize on our behalf for the multiple attempts to contact the lot and retrieve the remaining items. 

   

  Per our Operations Manager for **, he stated that:

  Jan 5th was the first time management was notified of this issue.  Monday morning At 8 am,  direction was given to the yard staff to locate the missing belongings in our storage location.  I called 2 times and left one message for ******** to call me back to discuss what exactly she was missing.  I never received a return call. After checking 3 different times all personals inside the unit were returned to the customer.
  
  
  
  

  Customer Answer

  Date: 01/16/2024

   
  Complaint:********
  
  I am rejecting this response because: I NEVER received a call from anyone after calling the location in **. When I called a spoke with Tiffany, she told me she would reach out to the general manager and I never received anything after that call, leading me to file this complaint. I have no missed calls or voicemails on my phone from anyone in regards to the rest of my belongings! 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/16/2024

  Please provide current contact info, as Brandon, the Manager, is continually trying to call, but it is going straight to a voicemail recording of people talking, the phone is not even ringing.  The current phone number provided ************. As you can see from attachment, the call from today, 1/16/2024 at 10:15am, only last 3 seconds before the voicemail recording picks up. This occurred on every other instance of attempt to contact.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: ********
  
  I have called ******* back SEVERAL times since he called me the first time. I called him at 11:28 am and again an hour later. The first number I called him on was the number left on my voicemail. When I saw that he called me again, I immediately called him back at the number he called me from AND the number he left on my voicemail AND left another voicemail for him. If you look at the attached photo you will see my attempts (in white) to call Brandon back, with no answer, and am currently still waiting for a call back at 2:41 pm.
  

  

  Business Response

  Date: 01/16/2024

  Per Brandon, I just spoke to her and she has her phone on do not disturb and it automatically blocks unknown callers.  She was able to give me a list of alleged missing personals to try to locate in our Milford lot, or we will replace at a  max of $150.00.  She stored my cell number in her phone and there shouldn't be any issues going forward.
  
  
  

  Customer Answer

  Date: 01/22/2024

   
  Complaint:********
  
  While we have come to an agreement for my items to be repurchased, I will continue to reject all responses until I receive said items. I was told that I would receive a call last Wednesday, and had not spoken to anyone until I called Brandon on Friday and was answered back with a text message. I would like to be notified of what's going on without having to constantly call. This is one of the issues that I had from the beginning, feeling like I'm being given the run around. It shouldn't be on me to continuously call when my personal items were lost/stolen. 
  
  *******************************

• Initial Complaint

  Date:01/19/2023

  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.

  No one ever answers the phone and its ridiculous. I cant find an address and I need to recover my belongings. My purse was left in my car and my license, and other important documents are in there!! I just want that idc about the car but I need my license!

  Customer Answer

  Date: 01/19/2023

  My car was taken almost a month ago by this company. When I first noticed it was gone I called but didnt realize the number was for their MA office. The lady there gave me the number to their MA office and I NEVER get an answer. My personal belongings are in the car and thats all I want. I finally got in touch with someone today ****** I think was his name and it was just frustrating that I got the run around. They do this so they can charge you ridiculous fees. I hope the money is worth it.

  

  Business Response

  Date: 02/03/2023

  The only account I am showing we repossessed for Ms******************************** was from August 20, 2019.  We only hold personal property for 60 days from the date of repossession.  If she has another account that was repossessed, she will need to provide the VIN number this is in regards to so I can look up her account. 

  Customer Answer

  Date: 02/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  ******

  its the last 6 digits of my vin number and its what they ask for when I call them

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

  

  Business Response

  Date: 03/23/2023

  This vehicle was repossessed on 12/2/2022. was on our lot for 14 days, before lien holder had us transfer to Southern Auto Auction on 12/15/2022.  A debtor has 60 days to redeem personal property.  After the 60 days expire, the items are discarded.  It is the debtors responsibility to contact our office to schedule an appointment to do so.  The vehicle was stored in our lot in Milford, where the property would have been held for the 60 days.  We provide debtors with the phone number to the lot to schedule the appointment for a same day redemption.  Our lot in Milford is open Mon-Fri from 9am-430pm and has an extremely high call volume.  If a debtor calls our main office back, stating they cannot get through, we take down there telephone number and send it with the *** through our instant messenger system for the lot to respond in the order the calls are received.  Our lots do not intentionally not answer the phone because they do not want to.  They are either on the other line assisting another debtor, or out in the lot. 

  Customer Answer

  Date: 03/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: I called just about everyday since my car was taken and I was given the run around I left message and even spoke to someone who said they would give me a call back and they never did. I had to call them back and once again it was no one answering the phones. I had important things in my purse including my social security card which is all I wanted back and I explained that when I finally spoke to someone but no I go the run around. They are liars and I will not stop until this place is shut down. Im not the only person with a complaint which should explain a lot.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/23/2023

  And when you spoke to the lot attendant at the Milford lot, what transpired after that?  Did you schedule the appointment to go to the lot to collect your items?  I do not see any record that you went to the lot to obtain these items during the time frame.