ComplaintsforCountrywide Asset & Auto Recovery

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This business illegally repossessed a car that wasn't behind on payments and had the insurance paid up. After thinking of what to do in this totally unexpected situation, i outright told the driver to not take the vehicle and to call the police which he refused to and lied to me, which is illegal in ********. We never even got a claim by either this business or 5 Star Auto Plaza, and an intent to repossess is required to be mailed by them to us for 20 days prior to them taking it allowing us to have time to make it right if on our end there is something wrong. The driver also lied and swore up and down that he would bring back my battery, which I paid for and have receipts to. And then he thought for some wierd reason to offer me oral *** if I just let him take the car and I can't believe how unprofessional they are.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was repossessed from my driveway 3/26/24. I got it back 3/29/24. When my car was brought around I saw a lot of damage on the driver rear part of my car. The tail light cover busted off the top and scratches and gouges all over bumper. Manager came out and told me its old damage. Told me there was rust all on the scratches showing it's old, which is a crock because my bumper is plastic. I realized "rust" is their fav word to try to prove something is not from them. I admitted to mgr the damage to my trunk was there before but NOT the damage to the driver rear side. He told me I had no proof of it. He said they have pics of it like that when it was brought to the lot. I asked if they took pics before they touched it in my driveway and he said no. I left the lot and took it to an auto body shop where they found the damage was not old and showed me why. Told me the bumper is plastic so no rust from it like the mgr said lol. Brought it home and called the cops which is when Officer ***** came over and we discovered the pieces of my car in the driveway and street. Officer ***** said Countrywide knows better to do their due diligence of taking pics before they touch it rather than after. I addressed this with the owner ************************* who is washing his hands of all of it. He stated that the damage was there before and my dad and I admitted it. The only damage we admitted to was the dent in my trunk that was done back in Oct. The response back from him how I know this word "rust" is something they like to say to release themselves of all responsibility. I think all of us out there are in the wrong business. We should all be able to take someone's vehicle, do what we want with it whether it be stealing of property inside the car or damaging it, have limited business hours making it impossible for working people to get up there to get their car back, and charge out the A** for picking it up and storing it. AND the best part is being able to get away with all of it.

  Business response

  04/17/2024

  You acknowledged to our our employee at time of redemption that the rear bumper/trunk area was already damaged prior to the repossession.  Your undercarriage picture (2nd from the last) that you sent me clearly shows lots of rust, meaning it was included in the previous damage.  

  From what I understand, your concern at time of redemption was that we allegedly made it worse or damaged it more.  However, once a certain part of a vehicle is damaged, for example a trunk, bumper skin or undercarriage, that entire replacement part is damaged and no one and no insurance company will pay even if someone made the damage worse.  For example if a vehicle has hail damage, isn't repaired, and then gets a 2nd round of hail damage, no one and no insurance company is going to pay for the 2nd round of damage if the initial damage was not repaired.  I'm not saying we made it worse, what Im saying is that its a moot point because of the previous damage. 

  Even thou it was previous damage, I still thoroughly evaluating the situation, including our drivers statement  that he did not damage the vehicle,  and since you have acknowledged it was previously damaged, we have determined we have liability in this matter.    

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was towed by company and positive it wasnt put on a flat bed tow. Went to pick up vehicle next open business day, drove short distance (less than a mile) when car began to run hot. Mechanic wasn't available until a week later due to going on vacation, found out the next available Tuesday after getting it towed to mechanic that radiator was busted and needed a new radiator put in. Same day I found out, I called the establishment and was told to leave a voicemail with ******* **** ****** at ************ ext ***. Got a returned phone call that Thursday and explained the issue and was told he will meet with two other individuals regarding this and was told will call me back did not even after giving all day that Friday to call me back. Had to leave another voicemail that next week due to ******* going/being on vacation. Finally got a callback today 10/20/2022 and being told that the year of my car would result in a radiator not lasting although advised him this same thing happened to me when they towed it last time and wasnt able to get a resolution or call back. OWNER, ******* completely blew me off and said he cannot do anything for me. Will also look into legal action due to having to spend $650 or so to get issue fixed caused by them towing improperly due to trying to complete jobs in a hurry versus correctly.

  Business response

  10/24/2022

  Vehicle was repossessed for the 2nd time on 9/23/2022.  Lender released vehicle back to customer on 9/26/2022 after customer inspected and signed for vehicle.  Then ten days later (10/6/2022) customer contacted us and said vehicle was overheating and radiator had a crack in it.  I explained any claims of damage must be directly related to towing, i.e physical accident damage, should be made immediately upon picking up the vehicle, and that the radiator is a wear and tear item that has a limited life span.  Vehicle is over 10 years old and radiators have a limited life.  Secondary, radiator sits on top of frame rail so it's impossible to make contact from towing apparatus.  Towing apparatus picks up vehicle by the wheels. We declined to make repairs for these reasons.  Customer then cussed me out and hung up on me.         

  Customer response

  10/25/2022

  Complaint: ********
  
  I am rejecting this response because: I did not wait 10 days to report, car was taken to mechanic at his earlier availability and was TOWED there dur to not being able to drive it since receiving from ***********. A complaint was given immediately after mechanic informed me of the issue with car (same day). The age of the car does not matter when in fact the car ran fine before they picked it up which we had an issue before when it was unfortunately picked up by this same company. The car had no leaks AT ALL, seeing that we had gotten a leak fixed from when they last picked it up. They have damaged this vehicle and are not willing to fix the damage caused by them. They are in such of a rush to grab and go with people cars they are not at all considering that not all cars can be DRAGGED but must be placed on a flat bed for proper transport. I am sure I am not the first person they have done this too and the owner seems to be comfortable with damaging cars as he immediately kept cutting me off to say it was broke due to age which is AGAIN not true seeing that it was fine prior to them coming in contact with the vehicle.

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

*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. ↩