Complaints

This profile includes complaints for NC Recovery Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NC Recovery Services, Inc.

  578 Old Roberts Rd Benson, NC 27504-8056

• 

  NC Recovery Services, Inc.

  PO Box 973 Garner, NC 27529-0973

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:11/25/2024

  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 repossed on 11/21/2024 due to non payment. On 11/22/2024 I paid all required fees and payments to the company so that my vehicle can be released. I was given a confirmation number and the information to reach out to NC Recovery. I've been trying to set an appointment to get my truck but the website just keeps saying that my VIN number isn't found and the automated system stated an after hours number was available but never provided it. I've been trying since 11/22/2024 not even 24 hrs after it was repossed. I'm just trying to get my vehicle back in my possession and have had no luck.

  Business Response

  Date: 11/25/2024

  Our phone system provides the website to make an appointment . We have to wait for your finance company to send over the release to the third party who sent us the repossession order. That did not happen until late on Friday 11/22 afternoon . We do not do  same day appointments due to the fact of needing the release from the third party which we have no control over when they send it.  I do see you now have an appointment . Sorry for the inconvenience.

• Initial Complaint

  Date:09/08/2023

  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.

  My issues is the inability to easily access a human being on behalf of the company. Especially, since the company is dealing with such a serious matter. It's frustrating to have to deal with an automated system and protocols that are set in place counter productive to an individual being able to retrieve the vehicle. If there is another way to set up an "appointment " after paying to reinstate the vehicle- the staff is either unaware or or there isn't any other option but dealing with an automated system that loops same message when you call ************ and when you do get a human being at phone number ************ it is a call center. That call center has limited accessibility same as person calling to retrieve vehicle. The finance company is of no help and not motivated to further assist because they have their money. Additionally, the company has a make shift appointment system that has the most 5 time slots Monday through Thursday such as **** am 1130am 1230pm 130pm and maybe 430pm if you can't drive in my case between those times an hour there and back then what happens????? It has been 4 days and my vehicle has NOT even arrived at the location not to mention the times are not conducive to me picking up the vehicle. My work schedule conflicts and the company is unprofessional and thus far incapable of even professionally responding to emails sent by myself. Again I still have yet to retrieve my vehicle and whoever has been responding yo these complaints needs to communicate a little more professional. It comes across ghetto professional for lack of better words.

  Business Response

  Date: 09/08/2023

  ***************,

  You have made several appointments to redeem the vehicle and you failed to show up for your appointments- 9/6 @11:30 , 9/7 @ 10:45 , and now your next appointment is  9/11 @ 11:00  also 9/13@ 10:00. I am unaware of what location you have stated the vehicle should be at , but it is where it is suppose to be according to the finance company. the ************ Is not my call center , that is actually the company who sent the vehicle out for repossession . If you can't make it to your appointment that you scheduled , I am sorry but that is not our fault . This is the first time we have received any type of communication from you , so there is no lack of professionalism on our part. 

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20575751
  
  I initially complained last week regarding the level of confusion and unprofessionalism regarding this place and how business is conducted. The response to my complaint the employees submitted further substantiates the confusion and unprofessional service. The response made reference to scheduling appointments more than once is accurate. I initially called the call center to contact a representative due to the 4 to 5 time slots available conflicting with my work schedule (the call center located off site and other business hours and taking messages- they are no help to customers trying to retrieve their vehicles) and to no avail. because the call center does not have the capacity to do anything other than take a message. I left a message stating .y car was not located and needed to be confirmed of the location so I can make arrangements to pick up my vehicle. In between time I scheduled appointments to pick up my vehicle because I was told after ***** hours you can schedule an appointment to pick up your vehicle. The location kept canceling because the vehicle was not there -so they claimed - thus THEY kept canceling the appointment. It was ONLY UNTIL I FILED THE COMPLAINT ON THIS WEBSITE WHEN SOMEONE CALLED. even after multiple emails and messages via call center. So I then finally arrive at the location. There is a set of steps and a window. No doors no signs and there was an employee riding a motorcycle where the cars are kept with a toddler riding on his lap ignoring me. I had to ask a tow truck driver unloading to get assistance. Then when I do get staff member she is just is as rude as ever. Then I drive home and my vehicle clearly was driven and abused while in their possession. It does not drive the same it trembles/ shakes and the tire shredded completely. I will definitely attach the pictures. I have phone logs email and video. Desired Resolution - repair
  Sincerely,
  
  *************************

  Business Response

  Date: 09/19/2023

  Again ma'am we do not have a call center . Our appointments are done to make sure each customer has time to read & sign paperwork. Also to look over there vehicle prior to leaving our facility. I am sorry that we can not accommodate your time to pick up the vehicle that was repossessed, but we have regulations and protocols that must be followed in order to complete our job. Yes we kept canceling your appointment because YOU never showed up to them, not once was anything said that we didn't have the vehicle . Our only communication with you was through the BBB, until we called you to ask why you never showed up for all the appointments you made and you rudely hung up on us. We did call you back again to let you know the vehicle is here and to make another appointment . This is not our responsibility but we did go that extra step.  Yes we do not have a door for anyone to access only a window with steps . The sign on our fence clearly has our information on it . You were outside for a totally of 6 minutes and the female  asked you if we can help you because you were just standing there . Not sure how we can drive a vehicle when we didn't have keys for it. The keys were only given to us when you showed up for your appointment to redeem the vehicle . The pictures we have of the vehicle with NOTHING wrong with the tires were sent to the finance company. Hope this does not leave you in any other confusion , as I explained everything the best I can. 

• Initial Complaint

  Date:08/15/2023

  Type:Customer Service 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.

  This company repossessed a car that contained my personal property. The car was in a lady's name and was financed with ****************** but the day it was repossessed I was driving it anf it contained only my personal and business property. It contained a key cutting machine that is the primary key cutting machine for my business and some other locksmith equipment primarily all my **** key blanks and transponder chips in three different tackle boxes and some tools used for unlocking . I have owned and operated a locksmith business in the area for over ************************************************************ I could not get any of my property that was in the car when it was repossessed. The registered owner of the car will not return my calls or help me get my property either. I cannot get anyone at Westlake to talk to me about it either. I have to turn down certain jobs and am experiencing financial loss and hardship every day because I am having to refuse work that requires the high security key cutter that they are refusing to return. I owned and operated a repo company in the area for about 25 years and retired and closed the company a few years ago. I know that they could allow ne to retrieve my property that is rightfully mine but they are making it difficult in order to try and steal it for their own use . There is nothing legally preventing them from returning what is rightfully my property. I know because my company resolved issues like this and did not hold personal property hostage. We never had an insurance claim or personal property issue. in 25 years. Not one. I was diagnosed with ********************** Fever in April and have not work for 4 months. The additional stress that this is causing can be a relapse trigger and is placing my chances of a positive prognosis in jeopardy. It is effecting my ability to make a living and us also putting me in jepordy of being evicted from my home and being able to pay my utilities.

• Initial Complaint

  Date:02/03/2023

  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.

  Good afternoon, NC Recovery Services Inc. has had possession of my vehicle since the evening of Tuesday night (1/31) into Wednesday morning (2/1). On Wednesday my paperwork was being processed for vehicle release from the finance company. I called NC recovery three times Thursday to pick up personal property due to the urgency. I have temperature sensitive work technology within the car and the car seats for my children were in the vehicle as well. I sent an email as well Thursday (2/2) explaining the situation and asking for urgent correspondence. That email was never returned. I called once more and the automated system says that they can be reached on an emergency line which is not provided via phone or on the internet. Friday I called again and spoke to a representative who says the earliest they can get me in is Monday morning, I asked to escalate the matter and spoke with ******* in the office. I explained to ******* the circumstances and how I called multiple times and sent emails. ******* was very disrespectful and argumentative expressing its not her fault I left those items in the car although I explained to her when they came to retrieve the vehicle I was just released from the ER. I simply asked ******* for the corporate number or the owners contact information. She refused to provide the information to me and hung up on my face. When I called back I asked for the corporate or general manager number and she refused again. I would like to file a complaint for negligence to respond and disrespect to the client when they are in possession of my personal items. Thank you.

  Business Response

  Date: 02/03/2023

  Our automated answer machine clearly states how to make an appointment on our web site . If you didn’t do that properly than I’m sorry . If no release form was sent over from your finance company that has nothing to do with us , we have to wait on them . And I listened to the recording on your conversation with ******* and if you didn’t scream and yell at her she would have never told you have a nice day and hang up on you . I do see you have an appointment for Monday to retrieve your items . 

  Customer Answer

  Date: 02/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to be contacted by the company owner and/or corporate.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/30/2022

  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.

  They will not answer the phone my finance company also has been trying to reach them so I can retrieve my vehicle that they were not supposed to repo.

  Business Response

  Date: 12/11/2022

  This vehicle had a legal repossession  order from the finance company . This was not done illegally . Also we spoke with you on Nov 30 and gave you the web site to make an appointment . We have not collected any money from you so a refund is not accurate. 

• Initial Complaint

  Date:08/30/2022

  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 august 28th my car was repossessed by Kia motor finance. (Some time between 9pm and 1am) . The same day (right after I got off work) I paid my balance in full. The finance company provided me the tow company info but I didn’t get a Answer. I called all afternoon and put on a note on the website I got no reply. I called Kia back they had no alternate numbers and couldn’t contact them either. Finally the next morning I get in contact with them to pick up my car. They said they don’t do same day appointments I explained I tried to call the day before and got no response. Even when u do the vin number lookup on the website it didn’t come up. The representative had to manually make my appointment . This is ridiculous. My balance is paid in full and they won’t release my vehicle. I need assistance

  Business Response

  Date: 08/31/2022

  Unit was repossessed on Sunday night Aug 28 . Our office is open monday-friday 9-5pm , If you did call between those hours and had no response  I apologize , we are extremely busy .Where the tab is to send us an email on our website , is the tab to schedule an appointment . It does say it can take up to 72 hours.  We do not do same day appointments due to the fact of units be blocked in and not having a truck on hand to move other vehicles out of the way . We all also have to wait for you finance company & 3rd party to send us the proper paper work to release the vehicle to you .  I do see you have an appointment already scheduled to redeem the vehicle . Sorry for any inconvenience .

• Initial Complaint

  Date:06/24/2022

  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.

  THE COMPANY USED A REPOSSION ORDER THAT WAS CANCELLED OVER 3 YEARS AGO. THE REPOSSION ORDER WAS CARELESSLY USE AND NOT VERIFIED THAT IT WAS ACTIVE. ANY ORDER OVER 3 YEARS MUST BE CONFIRMED THIS COMPANY FAILED TO BE RESPOSIBLE TO CONFIRM THE VEHICLE WAS CLEAR. THE COMPANY DAMAGED MY LAWN WHEN IT DRUG MY CAR FROM THE YARD FROM A LIFTED POSITION. MY TRAMISSION TECH STATED ALL WHEEL DRIVE VEHICLES CAN NOT BE LIFTED BY THE REAR WHEELS AND TOWED WITH FRONT WHELLS ON THE GROUND, THIS WILL DAMAGE THE TRANSMISSION.

  Business Response

  Date: 06/24/2022

  This account was given to us from his finance company that it was out for repossession on 6/22/22. This unit was pulled in, there for this unit was hooked from the back and dollies on the front of this vehicle to make  it towable.  This customer has to contact his finance (personal loan) to find out what went wrong on their end.  We had a legal documents and towed this unit correctly. 

  Customer Answer

  Date: 06/25/2022

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