ComplaintsforAmerican Collateral Recovery

• Initial Complaint

  01/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I reached out to the Tow service back in October since they had picked my vehicle up in October 17th of 2021 due to a title loan that wasn’t paid off however they told me upon me calling the 2nd week that my vehicle was sent to the auction will all my property and it will be sold as is. Today I called to get some information and inform and also see if I would be able to collect my Tags and personal items. The supervisor Amy which is who I spoke with was being very rude over the phone and wouldn’t let me explain she cut me off in the middle of trying to explain what I was trying to say. She then stated I’m trying to tell you the process would you like to listen or not and as I told her I wasn’t done talking before she rudely cut me off. However I didn’t not receive any information not sure if *** is her real name but that is the name that she provided me.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 16, 2021 the Amercian Collateral Recovery team gained possession of my 2016 Kia Sorento in a illegal manner. The details of the event and the reason for this first step in my complaint are below. 1) The company did not bother to even attempt to let me know they were here to pick up my car. I just woke up the next morning, no car, thinking someone had stolen it. I have never ever had anything remotely close to this happen in my entire life. 2) Upon working out the issue with the **** ********* **** *****, recieving the release at 3:00 that very same day I was instructed to contacted American Collateral REcovery to pick up my car. This is where the complaint against this rude, distasteful, and illegal acts begin with this company. 3) Upon contacting them I was talked to like had was not human, that I was below them and that they did not have any interest in working with me to get my car or my belongings that same day in order to get to work the following day. The hours one woman quoted me was that they are only open from 9 am to 3:30 pm. of which I contacted them with all of the approval at 3:00 and would have had more than enough time to get there before 3:30 to pick my car up. She went on to verbally assault me, yelling indicating that I would HAVE TO CALL THEM after 8:00 in the morning to schedule a time to get my car. 4) Initially the woman indicated that we could get our personal items out of the car ( as my boyfriends tools for work are in the car, but then she retracted her statement and said no we could only get the car and the items contained in the car at the appointment time which the earliest possible time they could is 3:30 p.m. on 12.17.21) 4) I then contacted the bank back that the loan is through, **** *********, explaining this situation to them, they offered that I contact the actual company that they contracted with which I did and there number is ************. I contacted them 3 times from yesterday to today.

  Business response

  12/28/2021

  We repossessed the 2016 Kia on 12/15/2021 , we were hired to repossess this vehicle and had a legal open repossession order, when the Debtor called in she wanted her car now, unfortunately we require appointments for any kind of redemption's. this customer was very vulgar on the phone with our we did not have a release on her vehicle until 3,55pm on the 16 th we were already closed. As we told her on the phone our hours are 8am to 3:30pm, we told her she had to make an appointment for the following day at 330pm. Because we did not have her release, She just continued to argue and didn't grasp the fact that an appointment had to be made,

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