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:09/26/2023

  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.

  I was a victim of identity theft which caused my first car payment to bounce after I paid $945 in April 2023 to Ally Auto to open the car loan. Yet, I paid Ally $946 in May 2023, $950 in June 2023, and $1450 in August 2023. I have an email from them dated 08/14/2023 as well as 09/22/2023 that I needed to contact them by phone about payment arrangements due to my identity being stolen. They, along with Monarch Recovery, illegally repossessed my vehicle. The Vin number and license plate number were incorrect on the order to repossess from Monarch Recovery. Monarch Recovery even admitted to me on the phone that the order to repossess was in error. Specifically, they were looking for a blue 2016 Nissan Rogue. My vehicle was a black 2021 Nissan Rogue AWD. I never received a repossession notice or any billing statements until 09/25/2023 when Ally Auto sent by certified mail informing me my car would be up for auction in October in Columbus, OH. I live 4 hours away from Columbus plus I am disabled. I already talked to both companies with no resolution. Please investigate this manner. Thank you.

  Business Response

  Date: 09/27/2023

  This was rightfully repossessed. We were sent a repossession order from ally on august 20th 2023 for ******* **** for the 2021 Nissan Rogue *****************. As the agent arrived to reposes the vehicle the customers came out asking to see the repo order as the son came out beating on the truck as the agent went to show the order she asked for a copy of the order. The agent agreed to email a copy to her, while emailing a copy of the order we were unaware of this error which emailed her a secondary order till now. Attached is a copy of the correct repossession order.

• Initial Complaint

  Date:07/30/2023

  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 July 7th I went to clean out my repoed car they had their Lima Location when I got their they already cleaned out my car and damaged some of my property and refused to answer why it was damaged two they gave me the wrong tags to my car plus they gave me someone elses car tags and rushed me out so they didnt havent to answer any questions i asked. My husband witnessed all this and still cant get them to answer me. Something need to be done about this. I did have cash in this car and never recovered it which i understand i cant get that back but they stole and damaged some property gave me two other peoples tags and never got mine back i had since 2014. Soemthing needs to be done. i still have those other tags in safe keeping but dont know how to get them to the owners. took me this long to file a complaint because i was just released from the hospital.

  Business Response

  Date: 08/11/2023

  The customer came out to retrieve the belongings on 7-7-23, which were boxed up. The vehicle left our lot 6-30-23. The customer was given the property to look through she stated it was all there and she signed the hold harmless stating that she received all of her belongings. She never said anything about wrongful plates being given to her, this is the first we have heard of this. If she was in fact given the wrong plates we would fix the issue and get the right plates to her

• Initial Complaint

  Date:06/13/2023

  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.

  The company was sent out by inquiry, my loan company to get my car repaired when they arrived at the property to get the car. The tow truck driver backed into the driveway, sideswiped in the side of the house and taking out their back the back steps the tow truck driver continued to scream and harass the people with on the property.he proceeded to push two of the people on the property. The tow truck driver also then try to break the steering column to try to steal the car out of the driveway. then proceeded to break keys and half for a different vehicle and lost keys for the house and then continue to get into the vehicle and not remove himself from the vehicle and then continue to be disrespectful to everybody on the property. We had to call the police to have them removed.

  Business Response

  Date: 06/19/2023

  Agent showed up to the given address on 6/12/23 about 8:30pm to repossess the **** ******* *******. As the agent attempted the repossession the customer came out refusing to give the key for the unit. The agent then went in the vehicle to put the unit in neutral to remove it from the drive way due to not having the keys.  At that time the customer also jumped in the car and started to physically assault the agent. The police did come out and also looked at the house and stairs where the damage claimed to have been, the officer stated there was no damage. When the customer contacted our office we asked for photos of the supposed damage and we have not received any.