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:03/13/2024

  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 repossessed with a breach of peace actions under the ny state repossessions laws, my car was in fenced in yard in back of home locked and cords to also secure it in place. Your driver not only broke open the fence by jolting the fence out of the hole in the ground, he took cords off too. When I realized someone was in my backyard I came down stairs and objected him from taking the car till police came! He did not listen, and law! I said several times to vacate my property and he had no right to break my fence and go behind my property in a fenced in yard. He lied and said the lock was broke and I then had to go get a key to show him he lifted then fence out of place. I showed the officer and report is in my favor he did 100 percent go into a fence yard with the fence locked and he breached the peace law for repossession! Then while waiting for police would not give me my medication or stuff out of car and then harassed me by saying he knew who I was and my boss! Very unprofessional , I didn’t even understand why he would say that! He definitely should be fired! I’m working with lender to pay off my car but I’m not paying for this tow and lender in looking into as I’m pursuing legal action under fair repossession by breaching the peace act and ruing my fence. I have police report and would like management to contact me, I have all footage of the incident on camera and after my cell phone. I’m so upset with how I was treated and that he no right to go beyond the fenced area! And I object serval time to stop and leave my property!! I want this addressed and I need my medication

  Business Response

  Date: 03/13/2024

  Upon arrival to the debtors house my agent states he found the gate to be open and unlocked. There was an old rusty padlock locked to the gate that served no purpose. He therefore swung the gate open without having any restraint and proceeded to repossess the vehicle. After having the vehicle strapped down with dollies in place, he proceeded to leave the premises immediately with the vehicle on hook to do his paperwork in the street. The debtor then came out to confront my agent. It was at that time the police arrived, to whom the debtor admitted that the lock on the gate served no purpose, and it doesn't prevent access. At no time did my agent engage in any confrontational conversation nor did he threaten or cause any disturbance in a non-peaceful manner. This is not a case of breach of peace as he already had the vehicle repossessed and off her property before the debtor objected and police arrived.

  Business Response

  Date: 03/13/2024

  Upon arrival to the debtors house my agent states he found the gate to be open and unlocked. There was an old rusty padlock locked to the gate that served no purpose. He therefore swung the gate open without having any restraint and proceeded to repossess the vehicle. After having the vehicle strapped down with dollies in place, he proceeded to leave the premises immediately with the vehicle on hook to do his paperwork in the street. The debtor then came out to confront my agent. It was at that time the police arrived, to whom the debtor admitted that the lock on the gate served no purpose, and it doesn't prevent access. At no time did my agent engage in any confrontational conversation nor did he threaten or cause any disturbance in a non-peaceful manner. This is not a case of breach of peace as he already had the vehicle repossessed and off her property before the debtor objected and police arrived.

  Customer Answer

  Date: 03/14/2024

  Police report he admitted he went through a locked gate private property and he was told 3 times before anything was on car to leave my yard and stop touching my fence. He also admitted to me my mother witnessed and officer who asked him Did you take all the cords off first and chain, he said yes. Chords are on there as extra protection because we have a pit bull. My yard is Never open or unlocked!  Never!!!!    garage camera  shows that !!   Max the driver breaching the piece and harassing me about my boss and work.  He also would not give his name or info or a card to me! Rude and unprofessional who doesn’t know the law that you can not in ny go in a private property behind a locked fence or garage. I have legal add and my loan company  has filled a complaint with vender team.  Everyone has the police report today 

  Customer Answer

  Date: 03/14/2024

  Police report he admitted he went through a locked gate private property and he was told 3 times before anything was on car to leave my yard and stop touching my fence. He also admitted to me my mother witnessed and officer who asked him Did you take all the cords off first and chain, he said yes. Chords are on there as extra protection because we have a pit bull. My yard is Never open or unlocked!  Never!!!!    garage camera  shows that !!   Max the driver breaching the piece and harassing me about my boss and work.  He also would not give his name or info or a card to me! Rude and unprofessional who doesn’t know the law that you can not in ny go in a private property behind a locked fence or garage. I have legal add and my loan company  has filled a complaint with vender team.  Everyone has the police report today 

  Business Response

  Date: 03/21/2024

  Please find the footage of the incident attached.

  Business Response

  Date: 03/21/2024

  Please find the footage of the incident attached.

• Initial Complaint

  Date:12/01/2023

  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.

  On December 1st, 2023, an incident took place where a repossession agent equipped with a 9-inch knife arrived at my residence due to a case of mistaken identity. The repo agent did not identify themselves or said company but asked for the name of indivudal whos vehicle he was attempting to locate. When I inquired the identity of said repo agent he kept grabbing his knife during the said interaction multiple times which was displayed on chest. Under New York Penal Law Section 120.14, is classified as "menacing in the second degree." This law is broken when a person intentionally induces fear of physical harm or death by displaying a deadly weapon, highlighting the seriousness of the situation. A 9-inch knife can certainly be classified as a deadly weapon IN THIS CIRCUMSTANCE. A deadly weapon is typically defined as an object capable of causing death or serious bodily injury. In some specific legal contexts and jurisdictions, there can be more precise definitions, but as a general rule, a 9-inch knife fits this criterion. It's important to note that the situation and intent also play a role in classifying an object as a deadly weapon. In this case, the fact that the knife was used in a threatening manner would further support its classification as a deadly weapon. The agents of this company do not need to equip their employees with a tactical vest that can harness weapons in order to stow and display intimidation. If the comapny disputes said claims police footage and personal footage can be uploaded for public viewing. Charges filed. Train your employees. Do not let this happen again.

  Business Response

  Date: 12/04/2023

  I have attached video regarding this incident. My agent ****** was the employee involved; his statement is as follows: He arrived on scene to the last known DMV address *** *****, for the debtor **** ******. Looking for the 2017 *** collateral he was met by a woman on the porch where he began a polite conversation introducing himself as a Nu-Era employee asking if she knew if the debtor lived here. At this time an aggravated male stormed out the door and began acting aggressive toward my agent at one point putting his hands on his vest and speaking in an angry tone. At no time did my agent respond in any threatening way or refer to this knife in question at all. The knife he had (which is no longer attached to his vest and only to be stored in his truck) is merely a tool used on the job sometimes and only about 3-4 inches long. Once realizing the aggravated nature of this gentleman my agent immediately vacated the premises which is exactly what he is trained to do. After my investigation into this matter, I'm unsure why this man was so hostile toward ****** and nothing my agent did provoked any sort of reaction. He was simply conducting his business in the most respective way possible. Please understand the sensitive and sometimes dangerous nature of the job task, that is the only reason for the tactical vest. 

• Initial Complaint

  Date:02/06/2023

  Type:Billing 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.

  This company was hired to repossess my vehicle, the vehicle was picked up on 2/2/23 and on 2/4/23-2/5/23 over $150 in charges were made to my credit card that is in my vehicle. I want my money back

  Business Response

  Date: 02/06/2023

  MS ****** has not picked up her personal property which the credit card she claims was charged for Lyft services  is still located in her vehicle. interesting the day her unit was repossessed is when the charges started for a ride share program. Nobody her has used her credit card which 16 cards were located in the car.

• Initial Complaint

  Date:05/27/2022

  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.

  My vehicle a 2017 ******** ******** was repossessed at 4:00 AM on May 27th, 2022 from my home address of *** ****** ***** ******** NY. We were not informed that our vehicle was going to be repossessed. Yesterday May 26th, 2022 I spoke with ** ********* stating that payment would be made to bring my account current. This payment was due to be made on May 27th, 2022 at 9:00 AM. This was noted in my account at ** ********* and it is still noted in my account. Another note to the account was started a week prior that payment would be made by the end of the month. The repo company came out disturbed the entire neighborhood at 4:00 AM and dragged my front-wheel drive vehicle out of the driveway and to Buffalo 35 minutes away in neutral. At the time the repo company wrapped a belt around my steering wheel which damaged my leather steering wheel. When I picked up the vehicle they told me that they acknowledged that it was damaged but I needed to contact ** ********* because they would be responsible as they were the ones who hired them to repossess the vehicle. When I contacted ** ********* the lady that I spoke with was extremely rude and kept saying that I was a liar and that my wife was a liar. She had told me that because I had driven the vehicle off the lot and parked it on a side Rd close to the real company one of the workers went out with the owner broke into my van and took pictures in real-time and sent it to ** *********. The real company denied any damages to the vehicle even though my van was locked and they broke into it and had no permission to do so. I have before and after pictures of the van and the damage is done. I was told when I went back to the new era services repossession center that I needed to contact them on Tuesday to file a complaint and go further from there. I have been going back and forth all day between these two companies and ** ********* I have been on the phone at least 10 times and been treated like I was a criminal. They were very rude

  Business Response

  Date: 05/31/2022

  Repossession is the final step in the process. Debtor was notified by client numerous time. No lender wants to repossess a unit. Unit was tow dollied, no "STRAP, Belt or other fastener"  was used on the steering wheel. No damage to unit. All laws were followed. Unit was opened by a profession locksmith. What is said or done is between the client and the debtor, We just pick the unit up and prepare it for transport to auction.

  Customer Answer

  Date: 05/31/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. ** Please note we were told No locksmith was involved because we unlocked the van at the time of repossession. There is a recorded conversation with ** ********* in regards to this issue and the women stated there was no locksmith involved and that the owner had his employee break into our van after it had left Nu-Era Service property and we had the only keys.  I have included detailed images of the damages done by the drivers whom told us they tied the steering wheel with our seat belt when they placed the van in neutral so it wouldn`t steer all over when towing it. I have evidence there was no prior damages to the leather and when addressed to the guy at pick up before driving off the lot he stated, "we only tow the vehicle its **`s problem if there were damages because they signed the contract with us." We also spoke with a woman at Nu-Era and she said to file a paper complaint Tuesday because of the damages. Also, Nu-Era is speaking on terms of our financial information with ** which no one gave them permission to speak with Nu-Era about our account. As Nu-Era stated they only tow the vehicles. I want to know why and how do they have our personal information and whom is providing them with it.  Regards, ******** ****