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:02/03/2025

  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.

  My truck was stolen from a hotel parking lot in ********** ***** on 02/02/25, by hide and seek recovery. They have refused to answer my phone calls, and have declined to locate my stolen vehicle. I have since been stranded in ********** ***** with no way to get home and no way to return to my child. Along with possession of my vehicle they also gave possession of my child's belongings and have possession of all of my tools and equipment, because of this I am unable to return to work

  

  Business Response

  Date: 02/03/2025

  Dear Better Business Bureau,
  

  We acknowledge receipt of the complaint ID# ******** filed by complainant regarding the repossession of a 2002 Chevrolet Silverado 2500HD. After a thorough internal investigation, we would like to provide the following response, incorporating all relevant regulations and documentation.

  Background and Legal Basis for Repossession

  HNS Recovery lawfully secured the unit in question pursuant to a valid repossession order issued by ****** on behalf of ********, the legal lienholder of the vehicle. The repossession was conducted in compliance with all applicable state and federal laws, including but not limited to:

  Texas Business & Commerce Code ***** Authorizing secured parties to repossess collateral upon borrower default.
  Uniform Commercial Code (UCC) Article 9 Governing secured transactions and lender rights in collateral recovery.
  Fair Debt Collection Practices Act (FDCPA), 15 U.S.C. 1692 Ensuring compliance with debtor communication regulations.
  

  Facts Regarding Complainant's Claims
  

  No Legal Ownership or Title: Complainant asserts that they purchased the vehicle for $1,000 but has provided no proof of purchase, title, or legal ownership. In *****, a vehicle transaction without proper title transfer is not legally recognized (Texas Transportation Code 501.071).
  

  Lien Recorded Against the Vehicle: The vehicle was subject to a valid title loan with TitleMax, making TitleMax the legal lienholder. This information is confirmed by the repossession order which we can provide upon request.
  

  License Plate Recognition (LPR) **********************: The vehicle was located and secured via a lawful LPR camera hit, confirming its connection to the active repossession order.
  

  Immediate Transfer to Insurance Auto Auction (IAA): As per contractual obligations, the vehicle was transported directly to Insurance Auto Auctions (IAA) in *************, **, where further processing occurs under lienholder directives including the removal of any property.
  

  Company Position & Resolution
  

  HNS Recovery acted strictly within the scope of its legal and contractual obligations. The complainant was never the registered owner of record nor a party to the secured loan agreement. As such, complainant had no legal standing to claim ownership or request the vehicles return. Any further inquiries regarding the status of the vehicle should be directed to TitleMax, the rightful lienholder.
  If Complainant wishes to contest the validity of TitleMaxs claim, they must do so through the appropriate legal channels. HNS Recovery cannot intervene in disputes between a debtor and a lienholder.
  

  Based on the above facts and governing regulations, HNS Recovery considers this matter closed.

  Regards,
  Compliance Department
  HNS Recovery

• Initial Complaint

  Date:01/18/2025

  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.

  1/16/25 my car was towed but Hide and Seek Recovery. After spending more than 12 hours trying to get in contact with someone on the first day I had no choice but to wait until the next day. On 1/17/25 I finally was able to talk to a live representative who informed me the only way to schedule an appointment was through a live chat online. I entered the live chat at 1:13pm and they said she was on lunch and would come back at 2pm, but I would get an email when she was back and messaged me, which they later said doesnt actually work. So at 2:30 the lady (*******) says theyre 6 people in front of me. At 3pm she says there were 2 people, then proceeds to ignore me for the last hour and at 4pm she logs offline leaving me stranded after I waited all day for her to schedule an appointment to get my car back. No one was answering the phone despite them saying they close at 5pm, ALL LOCATIONS WERE CLOSED AT 3:30, an employee told me that!! My car has damages to it that was not there before as they towed my car 40 minutes away from my house and their closest store.

  

  Business Response

  Date: 02/06/2025

  BBB
  *************************************************
  ****************
  Phone: **************
  Fax: **************

  RE: Complaint ********, English T.

  To Whom It May Concern,
  

  This letter serves as our formal response to the complaint regarding the repossession of a vehicle on January 16, 2025, at approximately 3:00 AM. The vehicle was recovered from an apartment complex parking lot based on a live hit from LPR cameras, with the repossession order issued by ****** on behalf of ***********
  

  Repossession Process & Compliance
  

  As a licensed Recovery Agency, we operate strictly within the legal and contractual guidelines set forth by lienholders and applicable regulations. Repossessed vehicles and any personal property contained within them can only be released with explicit written authorization from the lienholder. Our company does not have the authority to override these lender policies.
  

  Our team provided assistance to the consumer in accordance with all contractual and legal obligations. It is not uncommon for consumers to misunderstand our role in the process, but we are bound by strict regulatory and lender-imposed requirements.
  

  Vehicle Condition Upon Recovery & Inspection:
  Following standard company and industry protocols, a full condition report was completed upon the vehicle's arrival at our ********** storage facility. Comprehensive photographs were taken to document its state at the time of repossession. The following observations were noted:
  

  Exterior Condition:
  Minor miscellaneous scratches were present.
  Oil residue was noted on the front passenger-side fender, with visible dirt, rain marks, and frost, indicating pre-existing conditions.
  Curb rash was observed on the passenger-side rim.
  

  Undercarriage Inspection:
  No visible signs of major damage.
  Oil drops near the bumper and splash guard suggested a potential pre-existing oil leak.
  

  Interior Condition:
  Below fair condition, with numerous stains and residue from spills.
  Personal items scattered throughout the vehicle as noted in the pictures in the Condition Report.
  

  Trunk Contents:
  Contained Fix-a-Flat cans, an air pump, and a foam piece from the spare tire compartment.
  

  Security & Keys:
  Vehicle was secured without keys; doors were left unlocked.
  Consumer provided keys at the time of redemption.
  

  Odometer & Maintenance Indicators:
  A photograph of the odometer was taken.
  "Service Past Due" and "Oil Change Required" warnings were displayed.
  

  Consumer Allegations & Review of Documentation

   The consumer did not specify any particular damage but made a general claim that damage had occurred. However, based on our records:

  Our images confirm the vehicles condition upon arrival and redemption, showing no new damage occurred while in our possession.
  

  The consumer signed all release documents at the time of redemption, including a condition report verifying the vehicle's state.  The following clauses are present in that signed documentation
  

  "For the sole consideration of the delivery to me of the above-described vehicle, I agree that I have carefully examined the above said automobile and made sure that there is no damage, other than any pre-existing damage marked and accounted for on the vehicle condition report. 
  

  I agree that I have carefully examined all personal belongings, if any, that were left in the above vehicle and that everything is accounted for and has no damage. 
  

  By signing this release I fully understand the above statements and do agree to release and hold harmless MVRECOVERY -National **** and Forwarding and the original lien holder and or its agents from all claims, demands and or actions, whatsoever, in law or in equity which I or my representatives shall, or may have against said company, it's agents, or employees, by reason of any matter, cause or things, whatsoever, prior to the date thereof." 

  No damage complaints were made to our staff during or after redemption.  This signed document is available to the BBB should you require it for your investigation.
  

  Conclusion
  

  Our company has handled this repossession in full compliance with all applicable laws, regulations, and contractual obligations. Our redemption process meets or exceeds all legal and regulatory requirements and is applied consistently and equally to every consumer redemption. There is no evidence supporting the claim of new damage caused by our recovery and handling of the vehicle. Additionally, the consumer acknowledged and signed off on the vehicles condition and return of all contents at the time of redemption.
  
  Should any further documentation or clarification be required, we are happy to provide it.

  Regards,

  **** *********, CEO

  HNS Recovery

• Initial Complaint

  Date:12/18/2024

  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.

  I am writing to formally address the unlawful repossession of my vehicle, the significant damages inflicted during the repossession process, and "Hide-N-Seek Recovery's" failure to provide reasonable access to my personal property. On December 5, 2024, my vehicle was repossessed by HNS Recovery in direct violation of Texas Property Code ***** (Breach of Peace) and Texas Property Code ***** (Negligent Damage to Property). 1. Breach of **************** Repossession The repossession of my vehicle violated Texas Property Code ***** by causing a breach of peace and improperly handling my vehicle, resulting in significant damage. Additionally, the repossession agents trespassed by entering my property behind a locked gate, violating Texas Penal Code ***** and my property rights.Damage to My Vehicle The repossession caused severe damage, including:Damage to the steel frame, side rail, driver's side door, front left fender, and molding.Cracked windows, allowing rain to enter and cause mold damage. Despite creating a key to access the vehicle, the agents failed to roll up the windows, worsening the damage.This negligent handling of my vehicle makes HNS Recovery fully responsible for the repair and restoration costs.Failure to Provide Access to Personal Property I have been unable to retrieve my personal belongings, including Christmas gifts for my 7-year-old autistic son. Despite multiple attempts, I have not been able to reach anyone:The primary phone number listed has never been answered, and messages have gone unreturned.The scheduling tool on your website does not work on either ****** Chrome or Safari, preventing me from arranging a pickup.Your failure to provide access to my property violates Texas Property Code ****** and Texas Business and Commerce Code *****.

  

  Business Response

  Date: 01/07/2025

  Better Business Bureau 
  Dispute Resolutions Department 
  ******, *******, *************
  
  Dear Dispute Resolutions Team,
  Thank you for your continued diligence in maintaining transparency and fostering trust between consumers and businesses. We appreciate the opportunity to address the concerns raised via your platform. As THE CAR SOURCE LLC, doing business as HNS Recovery, we are committed to adhering to all applicable laws and regulations that govern our operations, particularly those related to privacy and confidentiality in our role as a private vehicle repossessor.

  Due to the nature of our business and in compliance with several legal requirements, there are constraints that limit the extent of information we can disclose publicly, including responses posted on platforms such as the BBB website. Below are key laws and statutes that necessitate these limitations:

  1. *****-*****-****** ********************************* providers involved in the repossession of assets, we are bound by the ****, which mandates the protection of consumers personal financial information. Under the Privacy Rule of the ***** we are prohibited from disclosing any nonpublic personal information about a consumer to third parties without the explicit consent of the individual.

  2. Fair Debt Collection Practices Act (FDCPA) - Although primarily regulating debt collectors, certain provisions of the ***** apply to repossession agencies regarding the privacy of debt-related information. These provisions restrict the dissemination of information about a consumers debt without their permission, which could inadvertently be disclosed in a public response.

  3. State Privacy Laws - Various Texas state laws also restrict information sharing related to repossession activities. These laws mirror or extend the protections offered by the **** and FDCPA, focusing on the confidentiality of personal information and the circumstances under how and which it may be shared.

  4. Drivers Privacy Protection Act (****) - In cases where vehicle information is involved, the **** limits the disclosure of personal information connected to vehicle records. Compliance with the **** prevents us from publicly sharing details that might be linked to specific vehicle repossession incidents.

  Due to these legal constraints, while we strive to resolve all customer issues transparently and effectively, we must balance this goal with our legal obligations to protect consumer privacy. This often results in responses that may lack specific details about individual cases but adhere to the framework set forth by the above statutes.

  We are a trusted partner to lending institutions, providing professional and ethical repossession services. Our clients, primarily financial institutions and lenders, typically require collateral to secure loans. In accordance with the agreement's borrowers sign, these contracts often include protective provisions that permit the recovery of collateral in the event of missed payments or other contractually defined circumstances.

  Our role is to act as a neutral third party, ensuring the efficient and respectful recovery of these assets on behalf of our clients. HNS Recovery takes immense pride in our professionalism, as reflected in our industry-leading ****** and BBB ratings. These accolades highlight our commitment to excellence and the trust weve earned as one of the top companies in our field nationwide.

  We also understand the sensitive nature of our work. While we remain dedicated to serving our clients with integrity, we approach every situation with empathy and respect for those affected by the repossession process. At HNS Recovery, we believe professionalism and compassion go hand in hand, ensuring the best outcomes for all parties involved.
  HNS Recovery is committed to maintaining the highest standards of integrity and transparency in all our recovery operations. We wish to clarify our position regarding claims of vehicle damage under our care.

  In addressing the complaint filed under number ********, THE CAR SOURCE LLC dba HNS Recovery has made every effort to remedy the situation in accordance with legal and ethical standards.  The Complainants claims that HNS Recovery violated Texas Property Code ***** by causing a breach of peace during the repossession process and trespassing onto private property.

  HNS Recovery conducts all repossessions in compliance with Texas Property Code *****, which allows secured parties to repossess collateral without judicial process, provided there is no breach of peace. Our investigation indicates:

  The repossession agents entered the complainant's property in a manner consistent with the terms of the security agreement between the complainant and the lienholder, which included a provision permitting the recovery of collateral from private property.
  No evidence suggests the repossession agents caused or engaged in a breach of peace, such as threats, force, or physical altercations.
  Texas Penal Code ***** is inapplicable, as the agents entered the property solely to repossess the collateral pursuant to the secured party's rights.
  Without clear evidence of a breach of peace, the claim of unlawful repossession is unsubstantiated.

  The Complainant is also claiming that the repossession caused severe damage to the vehicle, including the steel frame, door, windows, and interior mold from unrolled windows.
  Our review of the repossession process data, supported by agent testimony and photographic and video evidence taken prior to removal, found no indication of damage inflicted during recovery. The following points address these concerns:

  The vehicle's condition at the time of repossession was documented. The unit showed pre-existing damage, including a dent on the front left fender and damage to the running board. Upon its release directly to auction, all door panels remained intact, as HNS Recovery does not remove or tamper with door panels. Photographs of the undercarriage confirm there was no additional damage sustained during the recovery process, apart from minor wear such as scuffs and scratches consistent with normal use.  
  The claim that the windows were left open allowing mold to develop is noted; however, repossession agents are not required to secure non-critical vehicle features beyond what is operationally possible during recovery. Window wrap was applied to the unit once it arrived at the storage yard. After a key was fabricated for the unit, the windows were closed.
  If the complainant believes damage occurred during transport or storage, we encourage them to provide specific evidence, including dated photographs or repair estimates.

  We remain open to reviewing any verifiable documentation substantiating the complainant's claims of damage.

  The Complainant also claims negligence, citing restricted access to her personal belongings outside of business hours or without an appointment. In accordance with our policies, access to the unit required appropriate release documentation from the lienholder and a scheduled appointment. This policy is clearly communicated to ensure the security of stored vehicles and the safety of personnel. The referenced Vehicle Storage Facility (VSF) regulations are inapplicable, as HNS Recovery operates as a private entity, not a public towing or storage facility.

  The Complainant did not redeem the vehicle from our facilities.  The vehicle was released to auction. 

  We assure you and our clients that all actions and responses are crafted with the utmost respect for privacy laws and the rights of the individuals involved. We are committed to resolving any disputes or misunderstandings directly with the consumer, within the bounds of the law.

  We hope this clarifies the legal landscape under which we operate and what we have done to reach a remedy. Should you require further details or have additional queries, please feel free to contact me directly. Thank you for your understanding and cooperation.

  Sincerely,
  **** *********
  CEO
  THE CAR SOURCE LLC dba HNS Recovery
  
  

  
  

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising 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.

  *** had my vehicle at their tow lot and returned it to me with the battery completely dead to the point it would not hold a charge, had alerts on the dash and the steering wheel was extremely hard to turn. The dealership confirmed it had to be replaced. They lied to me and said I only needed to drive it a few miles for it to reset. They claimed it was because of wear and tear. However, when they forcefully entered my vehicle, they took pictures which showed the battery was working fine when they took it. The pictures also shows that they had the drivers seltbelt clicked into place for whatever reason. They have refused to accept liability and continue to ignore me.

  Customer Answer

  Date: 12/18/2024

  Also, according to the photos they took of my vehicle, the dash and console lights were illuminated, again proving the battery was fine.

  After they destroyed it, jumped it and gave it back to me, once I removed my key, the car was completely dead with no dash lights.

  They intentionally tried to get me to leave by lying to me saying the car just needed to reset, knowing that once I left I wouldnt be able restart my vehicle.

   

  This is one of the emails I sent them explaining the whole situation:
  

   

  *********************** hired *************************** who contracted *********** Recovery in ***********, ** to repossess my vehicle. While they had it, the employees forced their way into my locked vehicle and triggered the alarm. When they gave me my vehicle back, it took a longer than usual time for the employee to bring it to the front. When they did bring it, they had the key in the ignition. The vehicle is a push button start. 
  
  
  I turned off the engine to make sure the key fob still worked. It did not. When I got back into my car to start it, it was completely dead. The battery goes completely dead. The lady claimed it was fine and it did the same thing to her. She said just use the key. I dont ever the key. At that point, even when I attempted to start it with the key, it did not start. 
  
  
  The employee offered to jump it. When she did, I still had to use to key to start it. I turned the car off again and it could not be restarted. Each time it started, various alerts appeared on the dashboard and the steering was extremely stiff. 
  
  
  The last time the employee jumped the battery, I left the car running and called my ******** dealership in ********* to verify the employees instructions which were: drive the car down the road a few miles and everything would reset.  I was advised by the dealership that that wasnt true and not to drive it, but get it towed to the dealership.  
  
  
  At the dealership, the service advisor confirmed that the battery was completely dead. 

  

  Business Response

  Date: 12/26/2024

  Better Business Bureau
  Dispute **********************
  ******, *******, *************
  
  Dear Dispute Resolutions Team,

  Thank you for your continued diligence in maintaining transparency and fostering trust between consumers and businesses. We appreciate the opportunity to address the concerns raised via your platform. As THE CAR SOURCE LLC, doing business as HNS Recovery, we are committed to adhering to all applicable laws and regulations that govern our operations, particularly those related to privacy and confidentiality in our role as a vehicle repossessor.

  Due to the nature of our business and in compliance with several legal requirements, there are constraints that limit the extent of information we can disclose publicly,including responses posted on platforms such as the BBB website. Below are key laws and statutes that necessitate these limitations:

  1.*****-*****-****** ********************************* providers involved in the repossession of assets, we are bound by the ****, which mandates the protection of consumers personal financial information. Under the Privacy Rule of the ***** we are prohibited from disclosing any nonpublic personal information about a consumer to third parties without the explicit consent of the individual.

  2. Fair Debt Collection Practices Act (FDCPA) - Although primarily regulating debt collectors, certain provisions of the ***** apply to repossession agencies regarding the privacy of debt-related information. These provisions restrict the dissemination of information about a consumers debt without their permission, which could inadvertently be disclosed in a public response.

  3. State Privacy Laws - Various Texas state laws also restrict information sharing related to repossession activities. These laws mirror or extend the protections offered by the **** and FDCPA, focusing on the confidentiality of personal information and the circumstances under how and which it may be shared.

  4. Drivers Privacy Protection Act (****) - In cases where vehicle information is involved,the **** limits the disclosure of personal information connected to vehicle records. Compliance with the **** prevents us from publicly sharing details that might be linked to specific vehicle repossession incidents.
  Due to these legal constraints, while we strive to resolve all customer issues transparently and effectively, we must balance this goal with our legal obligations to protect consumer privacy. This often results in responses that may lack specific details about individual cases but adhere to the framework set forth by the above statutes.

  We are a trusted partner to lending institutions, providing professional and ethical repossession services. Our clients, primarily financial institutions and lenders,typically require collateral to secure loans. In accordance with the agreements borrowers sign, these contracts often include protective provisions that permit the recovery of collateral in the event of missed payments or other contractually defined circumstances.

  Our role is to act as a neutral third party, ensuring the efficient and respectful recovery of these assets on behalf of our clients. HNS Recovery takes immense pride in our professionalism, as reflected in our industry-leading ****** and BBB ratings.These accolades highlight our commitment to excellence and the trust weve earned as one of the top companies in our field nationwide.

  We also understand the sensitive nature of our work. While we remain dedicated to serving our clients with integrity, we approach every situation with empathy and respect for those affected by the repossession process. At HNS Recovery, we believe professionalism and compassion go hand in hand, ensuring the best outcomes for all parties involved.
  HNS Recovery is committed to maintaining the highest standards of integrity and transparency in all our recovery operations. We wish to clarify our position regarding claims of vehicle damage under our care.

  In addressing the complaint filed under number ********, THE CAR SOURCE LLC dba HNS Recovery has made every effort to remedy the situation in accordance with legal and ethical standards.  We have the documentation from the lienholder/forwarder, where they issued a legal repossession order and have completed their investigation of the claims made by the Claimant. They found that HNS Recovery had no liability for any damages claimed and dismissed the Claimants allegation.

  We assure you and our clients that all actions and responses are crafted with the utmost respect for privacy laws and the rights of the individuals involved. We are committed to resolving any disputes or misunderstandings directly with the consumer, within the bounds of the law.

  We hope this clarifies the legal landscape under which we operate and what we have done to reach a remedy. Should you require further details or have additional queries,please feel free to contact me directly. Thank you for your understanding and cooperation.
  

  Sincerely,
  **** *********
  CEO
  THE CAR SOURCE LLC dba HNS Recovery

  Customer Answer

  Date: 12/26/2024

  I am rejecting this response because:  

  There is clear evidence in the photos THEY took that the vehicles battery was in perfect working order while in their possession.
  

  HNS has not answered the question of how they believe they are able to return a vehicle back to the owner with a completely dead battery. 

  They claim they use a body cam when dealing with assets. They have not provided evidence that my battery wasnt working when they entered my vehicle, without a key.

  This is not a matter of personal financial information and they have not provided any documentation of how they treated my vehicle. They intentionally tried to deceive me.

  Everyday since 11/13/24, I am owed $106 for loss of use. They have offered nothing. The ***, **** even just stayed silent on the phone when I asked him for proof.

   

   

   

• Initial Complaint

  Date:10/15/2024

  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 and towed over a week ago. I paid back the money I owed, but cannot get a hold of Hide and Seek to get my car back. They will not answer the phone, cancelled the appointment I made to retrieve my vehicle, and end the virtual chat service when I try to make another appointment. I am getting charged daily for the company to have my car that I have paid off and have no way of getting it back. I use my car for work and am losing money every day that I do not have it back, $300-$400 per day.

  

  Business Response

  Date: 10/16/2024

  Customer Information:
  *** ********
  *********************
  ****************
  Daytime Phone: (972) XXX-2421
  Email: ********************************

  
  Re: Response to Service Issues Regarding Repossession and Vehicle ******************************************************** you for bringing your concerns to our attention regarding the retrieval of your vehicle. We value transparency in our operations and would like to clarify the sequence of events and actions that may have contributed to the delay in scheduling your vehicles release.
  

  Privacy and Legal Considerations
  Please note that we are bound by several legal and regulatory privacy requirements to protect your personal and financial information:
  Fair Debt Collection Practices Act (FDCPA), 15 U.S.C. 1692c(b): We are prohibited from sharing specific details about your case with third parties without your explicit consent. This regulation protects your privacy and ensures that your financial information is handled with the highest level of confidentiality.
  *****-*****-****** Act (GLBA), 15 U.S.C. *********: This act governs how financial institutions like ours must handle nonpublic personal information (NPI). We are required to protect your personal data and ensure that any sharing of information is done in strict compliance with these privacy guidelines.
  Texas Business and Commerce Code, Chapter 521 - Identity Theft Enforcement and Protection Act: This law requires us to safeguard your sensitive personal information, such as identification documents, and to only release your vehicle when proper verification is completed.
  Now that we have provided an overview of the laws we are bound by, we would like to address the concerns raised in your complaint.
  

  Sequence of Events Leading to Delay
  Our records indicate that you attempted to access our live chat support on Friday at 4:38 PM. Unfortunately, our live chat service was already offline at that time. The agent assigned to that service had logged off at 4:00 PM to prepare necessary documentation for the next business day. We sincerely apologize for any inconvenience this caused you. However, it is important to note that our office hours concluded at 5:00 PM, and the chat system automatically goes offline 30 minutes prior to closing.

  On the following Monday, you attempted to use live chat again, but our office closed at 12:00 PM, as we operated for only half the day due to the holiday. We understand that these circumstances may have contributed to your frustration, but we are bound to maintain operational hours for both business efficiency and compliance.
  

  Documentation Delay
  A key factor in the delay of scheduling your appointment was the absence of third-party release documents. We understand that your wallet was stolen, preventing you from providing identification necessary for vehicle retrieval. As stated under Texas law and company policy, proper identification is required for us to release a repossessed vehicle. When you were unable to present an alternative form of ID, the process could not be completed as scheduled.

  Additionally, to expedite the retrieval process, we informed you that a third party with valid identification could act on your behalf to pick up the vehicle. Until either you or a third party could provide the necessary documents, the appointment could not proceed as planned. This delay, however, was a result of the legal identification requirements beyond our control.

  Final Resolution
  We understand that you rely on your vehicle for work and that the delay has caused financial hardship. Please be assured that we strive to minimize any delays in such cases. After you provided the necessary documentation, we promptly arranged for the release of your vehicle.

  We have also reviewed the chat transcripts, which you referenced, and no additional complaints were raised during the chats or at the yard.

  Next Steps
  We sincerely apologize for any inconvenience you may have experienced. Our team is always available to ensure a smooth process within the confines of the law. Should you require any further clarification or assistance, please feel free to reach out to us directly.
  If you need any additional information, please do not hesitate to contact us. We are committed to ensuring a satisfactory resolution.

  
  Contact Information:
  Email: ***************************************************************
  Phone:************
  
  Thank you for your understanding and for allowing us the opportunity to resolve this matter.
  Sincerely,
  Compliance Officer
  HNS Recovery

• Initial Complaint

  Date:08/02/2024

  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.

  HNS recovery unlawfully repossessed my vehicle. I own my vehicle outright and I have a clean title for it. In addition, my vehicle is now totaled. Sometime between when the vehicle was initially taken and the time that I retrieved it- HNS caused around $6000 worth of damages to my vehicle. On camera, you can clearly see the tow truck driver completely disregarding tow procedure for an all-wheel drive vehicle and letting my vehicle drop at least three times. When I went to retrieve my vehicle, I immediately noticed $1000 cash was taken from behind the Radio Console: money that I had tucked away for emergencies that I won at the Casino from the night before my vehicle was towed. Within 5 minutes of driving off there facility, my vehicle over-heated because the entire radiator and condenssor + electric cooling fan were punctured and destroyed . The entire front bumper was free-hanging as all the mounts where the front bumper attatches to the fender were destroyed. In addition, several cooling pipes and hoses were also destroyed and the radiator support bar and frame were deformed. I then had to pay an additional $300 to have my vehicle towed home. They are also charging people for there personal property, a clear violation of TLDR.HNS continues to ignore my emails requesting them to share there insurance provider and contact details. I have already filed a complaint with the **** and I plan to reach out to my local media as well.If my communications are further ignored I do intent to retain an attorney and file suit. Make no mistake about it. HNS WILL BE HELD ACCOUNTABLE.Even if I have to die trying.

  

  Business Response

  Date: 08/05/2024

  Better Business Bureau
  Dispute **********************
  ******, *******, *************
  
  Dear Dispute Resolutions Team,

  Thank you for your continued diligence in maintaining transparency and fostering trust between consumers and businesses. We appreciate the opportunity to address the concerns raised via your platform. As THE CARSOURCE LLC, doing business as HNS Recovery,we are committed to adhering to all applicable laws and regulations that govern our operations, particularly those related to privacy and confidentiality in our role as a repossessor.

  Due to the nature of our business and in compliance with several legal requirements, there are constraints that limit the extent of information we can disclose publicly,including responses posted on platforms such as the BBB website. Below are key laws and statutes that necessitate these limitations:

  1.*****-*****-****** ********************************* providers involved in the repossession of assets, we are bound by the ****, which mandates the protection of consumers personal financial information. Under the Privacy Rule of the ***** we are prohibited from disclosing any nonpublic personal information about a consumer to third parties without the explicit consent of the individual.
  2. Fair Debt Collection Practices Act (FDCPA) - Although primarily regulating debt collectors, certain provisions of the ***** apply to repossession agencies regarding the privacy of debt-related information. These provisions restrict the dissemination of information about a consumers debt without their permission, which could inadvertently be disclosed in a public response.
  3. State Privacy Laws - Various Texas state laws also restrict information sharing related to repossession activities. These laws mirror or extend the protections offered by the **** and FDCPA, focusing on the confidentiality of personal information and the circumstances under how and which it may be shared.
  4. Drivers Privacy Protection Act (****) - In cases where vehicle information is involved,the **** limits the disclosure of personal information connected to vehicle records. Compliance with the **** prevents us from publicly sharing details that might be linked to specific vehicle repossession incidents.
  

  Due to these legal constraints, while we strive to resolve all customer issues transparently and effectively, we must balance this goal with our legal obligations to protect consumer privacy. This often results in responses that may lack specific details about individual cases but adhere to the framework set forth by the above statutes.
  
  In addressing the complaint filed under number ********, THE CAR SOURCE LLC dba HNS Recovery has made every effort to remedy the situation in accordance with legal and ethical standards.  We have the documentation from the lienholder/forwarder, where they issued a legal repossession order. I am including the *** documentation in this email. As such, our repossession was not illegal, and any such queries should be directed to the issuing agency ******************, through American Recovery Services (***). As a repossessor,we must assume the validity of the repossession orders that are assigned to us from lienholders/forwarders as they are the only ones that can verify the validity of a debt.  I will redact personal information from the provided documents according to policy to protect the consumer's data. 

  This vehicle was extensively damaged previously in an accident prior to our recovery of the vehicle.  We have on file pictures with date and time stamps which reflect the pre-existing damage to the vehicle when the vehicle was recovered.  The damage in the photos for both intake and release are identical. We have additional photos that we are willing to provide should they be necessary. I am including various clauses which the Consumer signed stating that the vehicle and personal property were carefully examined and that there was no damage other than pre-existing and all property was accounted for.

  Vehicle Redemption Clause from Vehicle Redemption Release:
  In sole consideration of the delivery to me of the above-described vehicle and personal property, I agree that I have carefully examined the above-described vehicle and made sure that there is no damage, other than any pre-existing damage marked and accounted for on the vehicle condition report. I further agree that I have examined all personal belongings that were left in the above vehicle and that everything is accounted for and has no damage.
  By signing this Release, I fully understand the above statements and do agree to Release and Hold Harmless Hide and Seek Auto Recovery and ***************** and or its Agents from all claims, demands and or actions, which I or my Representatives do have or may have against Hide and Seek Au1to Recovery, ***************** and/or its Agents or Employees, prior to this date.

  The charges in question from the Claimant of being charged for property are inaccurate. The charges processed are the charges that are required for us to collect as listed in Vehicle Release Authorization Form in the Instructions Box. The claimant was charged a total of $150.00 broken down in the following manner: $75.00 Admin/Redemption Fee and a $75.00 Vehicle Storage Fee as detailed out in the Vehicle Release Authorization attached.

  Additionally, we have signed documentation from the complainant stating that all personal belongings that were in the vehicle upon recovery were returned and accounted for with no damage or missing items.  We are providing all of this documentation for the resolution of this claim.

  We regret any misunderstandings or inconveniences that may have arisen and invite the complainant to contact us directly to discuss their concerns in a more private,legally compliant setting.
  We assure you and our clients that all actions and responses are crafted with the utmost respect for privacy laws and the rights of the individuals involved. We are committed to resolving any disputes or misunderstandings directly with the consumer, within the bounds of the law.

  We hope this clarifies the legal landscape under which we operate and what we have done to reach a remedy. Should you require further details or have additional queries,please feel free to contact me directly. Thank you for your understanding and cooperation.

  Sincerely,
  **** *********
  CEO
  THE CAR SOURCE LLC dba HNS Recovery

  Customer Answer

  Date: 08/06/2024

  you are incorrect. 

  The damage was not pre-existing. I have video footage showing the condition of my car as it was being taken from my driveway in which you can clearly see that the front bumper is attatched and the front grill is not shattered as it was when I recovered my vehicle. 

  Please provide me with your insurance providers contact information or I will escalate this matter further. 

  basically, you are calling me a liar. You are not invinsible and you are not above the law. I will not respond to other aspects of your response because I do not wish to engage in a debate. 

  So lets set the record straight. you are claiming that all the damage on my vehicle already existed before your driver ever came and towed the vehicle....correct? 

  Yes or no answer. 

• Initial Complaint

  Date:07/19/2024

  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.

  July 1 my vehicle was repossessed. I contacted my finance company and paid the necessary fees to retrieve it. On Wednesday july 3 I went to *** to pick up my vehicle. After making contact with the first ******** it took an hour and some change before they sent a girl to tell m my window was broken when opening the trunk ( the trunk springs were disconnected because of being rear ended so the trunk did not open properly). Its clear that the trunk didnt open normally which should have raised a sense of caution to them but it didnt. They asked if I wanted the to keep it until they did or take my car and they would send someone to fix it. I opted to take me car so they spent another *********************************************************************** Once my car came through the gate I noticed extensive damage to the front right bumper and wheel . I brought it to the attention of the ******** and asked him why they said nothing bout that damage . He called someone and then did they told him my car came in damaged like that which was a lie. He claimed they took pictures hen the car came in I asked to see them and he was unable to show me on his phone initially. He then began taking pictures and said they must take outtake pictures . Once complete he then trys to pass off the pictures he just took as pictures that were supposed be take that Monday July 1 but were clearly not in his intake log. I made it known that I know those pictures were the ones he took in front of me and he became flustered and asked me to call the main office to file a complaint. I did that and was treated like trash and told To email my complaint . I did that waited a week and called back and was told that there is no one to speak to about this problem and that the only communication that will be made in regards to my issue will be via email I have yet to hear from anyone about this issue. Not only was my property damaged but property was stolen as well

  

  Business Response

  Date: 07/22/2024

  Better Business Bureau
  Dispute **********************
  ******, *******, *************
  
  Dear Dispute Resolutions Team,

  
  Thank you for your continued diligence in maintaining transparency and fostering trust between consumers and businesses. We appreciate the opportunity to address the concerns raised via your platform. As THE CARSOURCE LLC, doing business as HNS Recovery,we are committed to adhering to all applicable laws and regulations that govern our operations, particularly those related to privacy and confidentiality in our role as a repossessor.

  
  Due to the nature of our business and in compliance with several legal requirements, there are constraints that limit the extent of information we can disclose publicly,including responses posted on platforms such as the BBB website. Below are key laws and statutes that necessitate these limitations:

  
  1.*****-*****-****** ********************************* providers involved in the repossession of assets, we are bound by the ****, which mandates the protection of consumers personal financial information. Under the Privacy Rule of the ***** we are prohibited from disclosing any nonpublic personal information about a consumer to third parties without the explicit consent of the individual.

  
  2. Fair Debt Collection Practices Act (FDCPA) - Although primarily regulating debt collectors, certain provisions of the ***** apply to repossession agencies regarding the privacy of debt-related information. These provisions restrict the dissemination of information about a consumers debt without their permission, which could inadvertently be disclosed in a public response.

  
  3. State Privacy Laws - Various Texas state laws also restrict information sharing related to repossession activities. These laws mirror or extend the protections offered by the **** and FDCPA, focusing on the confidentiality of personal information and the circumstances under how and which it may be shared.

  
  4. Drivers Privacy Protection Act (****) - In cases where vehicle information is involved,the **** limits the disclosure of personal information connected to vehicle records. Compliance with the **** prevents us from publicly sharing details that might be linked to specific vehicle repossession incidents.
  Due to these legal constraints, while we strive to resolve all customer issues transparently and effectively, we must balance this goal with our legal obligations to protect consumer privacy. This often results in responses that may lack specific details about individual cases but adhere to the framework set forth by the above statutes.
  
  In addressing the complaint filed under number ********, THE CAR SOURCE LLC dba HNS Recovery has made every effort to remedy the situation in accordance with legal and ethical standards.  We have email communication from Veros Credit, the lienholder, where they agreed to replace the rear window glass due to the vehicle being previously in an accident prior to our recovery of the vehicle.  We have on file pictures with date and time stamps which reflect the pre-existing damage to the vehicle on 1 July 2024 when the vehicle was recovered. The proof of these photos are beyond reproach due to the vehicle having an intact rear window glass.  The damage in the photos for both intake and release are identical except for the broken rear glass.  We have additional photos that we are willing to provide should they be necessary.

  
  Additionally, we have signed documentation from the complainant stating that all personal belongings that were in the vehicle upon recovery were returned and accounted for with no damage or missing items.  We are willing to provide this documentation should it be necessary for the resolution of this claim.

  
  We regret any misunderstandings or inconveniences that may have arisen and invite the complainant to contact us directly to discuss their concerns in a more private,legally compliant setting.

  
  We assure you and our clients that all actions and responses are crafted with the utmost respect for privacy laws and the rights of the individuals involved. We are committed to resolving any disputes or misunderstandings directly with the consumer,within the bounds of the law.

  
  We hope this clarifies the legal landscape under which we operate and what we have done to reach a remedy. Should you require further details or have additional queries,please feel free to contact me directly. Thank you for your understanding and cooperation.

  
  Sincerely,
  **** *********
  CEO
  THE CAR SOURCE LLC dba HNS Recovery

  Customer Answer

  Date: 07/22/2024

  I am rejecting this response because:   The damage done to my front number was five by either the tow truck driver or the facility. ***** has told me they have no record of the damage or incident 

  Customer Answer

  Date: 07/22/2024

  There are pictures taken at the police station one of them is from ****** standing across the street from the station and another while in front of the police gates  parking lot which are two different locations. This doesnt seem like protocol and also very suspicious. I am certain the tow truck driver damaged my vehicle while towing. The rest of the photos are taken at the repo location 

• Initial Complaint

  Date:06/13/2024

  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.

  HNS Recovery stole my vehicle from a hotel room!My brother got up to go to work and the car was gone! We thought it had been stolen! We call the cops,watch the cameras from the hotel and it was a towing company! So we think ok.but why?The hotel didnt call, and it was in the parking lot.After driving everywhere to find the towing company we finally find a place that is HNSrecovery.nobody was there to help so we call a number.Once we get ahold of someone they claim theres a lien on the car How?We have title in hand and bought it from a small dealership.They tell us theyre not sure but well have to call ******** capital to get them to release the lien. So my dad calls this number.they said oh sorry send us an email with a picture of the title and well expedite it and get it released..a couple of hours later we hear nothing.I start calling.they continue to give us different numbers but theyre all for the same company. I finally catch on to it! I had to drive 6 hours away to bring title and go to the police station because they still refused to give me the location of the car and to release it.I finally googled this ******** capital and they couldnt give me any info on the previous owner but they did tell me there was no lien.And them and towing company both confirmed that my title should be enough but still wouldnt release my vehicle.They finally gave the police permission for me to come get the car.So I had to drive back in from *********** told me to call when otw and we did and they wouldnt answer.we get there and nobody would come to the window and finally a man came out and told her he couldnt release the car.We had to call the cops and once thats done then they say let us finish this paperwork and well release the car!I had a towing friend run the car and there in fact is no lien on the car and its a clear title! Something needs to to done about this! Insurance said it happens all the time! This is not right! This should be illegal They STOLE my car

  

  Business Response

  Date: 06/19/2024

  Subject: Response to Complaint Regarding Vehicle Repossession
  
  Dear ********************,
  
  Thank you for bringing this matter to our attention. We understand the distress you experienced and would like to clarify the situation based on the applicable laws and our company policies.
  
  Firstly, HNS Recovery operates strictly within the boundaries of the law and only picks up vehicles with an active repossession order. In your case, the repossession order was placed by an entity that erroneously claimed a lien on your vehicle. The error was on the part of the entity that issued the order, not HNS Recovery. 
  
  According to the Texas Business and Commerce Code, Chapter 9, which governs secured transactions, a secured party may repossess a vehicle without judicial process if the repossession can be accomplished without a breach of the peace (Tex. Bus. & Com. Code *****). HNS Recovery acted under the assumption of a valid order and did not breach any laws during the repossession.
  
  To address your specific concerns:
  
  1. Repossession Legality: HNS Recovery received a repossession order, which is a legal directive. Under Texas law, a towing company is authorized to act upon such an order. The misunderstanding regarding the lien was a result of incorrect information provided to us, not a deliberate act by HNS Recovery.
  
  2. Title and Lien Verification: Upon receiving your title and verifying with ***************** we acknowledged that there was no lien. The delay in releasing your vehicle was due to procedural requirements and verification processes necessary to ensure compliance with all legal aspects.
  
  3. Communication Issues: We apologize for the communication difficulties you encountered. This is not representative of our standard operating procedures, and we will review our protocols to prevent such issues in the future.
  
  We understand the frustration and inconvenience this situation caused you. While the repossession was conducted under a legitimate order, we regret the errors that led to your distress. We are taking steps to ensure our processes are improved to prevent such incidents from occurring again.
  
  Should you have further questions or need additional clarification, please do not hesitate to contact us. We are committed to resolving this matter to your satisfaction.
  
  Best regards,
  Admin Team
  HNS Recovery  
  www.hnsrecovery.com

• Initial Complaint

  Date:04/24/2024

  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.

  HnS repossed my truck rightfully, I was behind on payments. When I attempted to collect my property from their *********** location they told me I had to pay $75, I told them I was aware of the ********** could not charge me that to collect my belongings in the state of *****. That was a mistake because then things got much worse. I was told the fee was lowered to $25 and was actually owed to my lien holder Loan Mart. I contacted them , they said I didn't owe them anything. So then HnS claimed I owed MV Trac which is the company Loan Mart hired to recover my vehicle. I contacted them. Again I was told no, I didn't owe them . Per HnS request , I had Loan Mart send a form to MV Trac stating I owed nothing, had MV Trac upload the form into the computer which HnS confirmed they received. Proving I didn't owe anyone anything. I spent 5 hours in the parking lot of HnS on the phone with all 3 companies attempting to resolve the issue & get my stuff. HnS refused to release my things unless I paid $25 in the form of a money order ONLY , if I didn't pay I could not get my things. *** told me the $25 fee was for "handling" I asked handling of what , but they would not say . I asked why I could not pay with a cash, a credit or debit card & was told they only excepted money order.I left Monday without my stuff . I asked who would I make the money order out to & they said to HnS Recovery. This is against the ********** holding my property until I pay, violates that law. I'm going to pay the money today because I have no choice , I need my things especially my grandbabies car seat to transport her safely. I've called every number listed for HnS, I've emailed the general manager, no one will responsed. Everything is done via chat on their website or thru the call center. A police officer informed me they have been getting away with illegal practices because people don't report it. I intend to make EVERYONE AWARE .

  

  Business Response

  Date: 05/14/2024

  ***************************
  CEO
  THE CAR SOURCE LLC dba HNS Recovery
  *******************************
  ************

  Better Business Bureau
  Dispute Resolutions Department
  ******, *******, *************

  Dear Dispute Resolutions Team,

  Thank you for your continued diligence in maintaining transparency and fostering trust between consumers and businesses. We appreciate the opportunity to address the concerns raised via your platform. ** THE CARSOURCE LLC, doing business as HNS Recovery, we are committed to adhering to all applicable laws and regulations that govern our operations, particularly those related to privacy and confidentiality in our role as are possessor.

  Due to the nature of our business and in compliance with several legal requirements, there are constraints that limit the extent of information we can disclose publicly, including responses posted on platforms such as the BBB website. Below are key laws and statutes that necessitate these limitations:

  1. ********************************** Act (****) - ** financial service providers involved in the repossession of assets, we are bound by the ***** which mandates the protection of consumers personal financial information. Under the Privacy Rule of the ***** we are prohibited from disclosing any nonpublic personal information about a consumer to third parties without the explicit consent of the individual.

  2. Fair Debt Collection Practices Act (*****) - Although primarily regulating debt collectors, certain provisions of the ***** apply to repossession agencies regarding the privacy of debt-related information. These provisions restrict the dissemination of information about a consumers debt without their permission, which could inadvertently be disclosed in a public response.

  3. State Privacy Laws - Various Texas state laws also restrict information sharing related to repossession activities. These laws mirror or extend the protections offered by the **** and *****, focusing on the confidentiality of personal information and the circumstances under how and which it *** be shared.

  4. Drivers Privacy Protection Act (****) - In cases where vehicle information is involved, the **** limits the disclosure of personal information connected to vehicle records. Compliance with the **** prevents us from publicly sharing details that might be linked to specific vehicle repossession incidents.

  Due to these legal constraints, while we strive to resolve all customer issues transparently and effectively, we must balance this goal with our legal obligations to protect consumer privacy. This often results in responses that *** lack specific details about individual cases but adhere to the framework set forth by the above statutes.
  In addressing the complaint filed under number ********, THE CAR SOURCE LLC dba HNS Recovery has made every effort to remedy the situation in accordance with legal and ethical standards. All lender-mandated and lender-approved administrative fees were collected as per guidelines and regulations totaling $25.00. These fees are administrative in nature and are not for the consumers property. Our records and thorough investigation demonstrate that all items were returned in the same condition as received, our team followed all prescribed directions accurately during the retrieval operation.

  We regret any misunderstandings or inconveniences that *** have arisen and invite the complainant to contactus directly to discuss their concerns in a more private, legally compliant setting.

  We assure you and our clients that all actions and responses are crafted with the utmost respect for privacy laws and the rights of the individuals involved. We are committed to resolving any disputes or misunderstandings directly with the consumer, within the bounds of the law.
  We hope this clarifies the legal landscape under which we operate and what we have done to reach a remedy. Should you require further details or have additional queries, please feel free to contact me directly.

  Thank you for your understanding and cooperation.

  Sincerely,
  ***************************
  CEO
  THE CAR SOURCE LLC dba HNS Recovery

• Initial Complaint

  Date:03/26/2024

  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.

  made more damage to my car when towed and dont want to take responsiblilty for actions

  

  Business Response

  Date: 04/15/2024

  THE CAR SOURCE LLC dba HNS Recovery 
  *******************************
  ************
  

  Better Business Bureau 
  Dispute Resolutions Department 
  ******, Lubbock, *************
  

  Dear Dispute Resolutions Team,
  

  Thank you for your continued diligence in maintaining transparency and fostering trust between consumers and businesses. We appreciate the opportunity to address the concerns raised via your platform. ** THE CAR SOURCE LLC, doing business as HNS Recovery, we are committed to adhering to all applicable laws and regulations that govern our operations,particularly those related to privacy and confidentiality in our role as a repossessor.
  

  Due to the nature of our business and in compliance with several legal requirements, there are constraints that limit the extent of information we can disclose publicly, including responses posted on platforms such as the BBB website. Below are key laws and statutes that necessitate these limitations:
  

  1. ********************************** Act (****) - ** financial service providers involved in the repossession of assets, we are bound by the *****which mandates the protection of consumers personal financial information.Under the Privacy Rule of the ***** we are prohibited from disclosing any nonpublic personal information about a consumer to third parties without the explicit consent of the individual.
  

  2. Fair Debt Collection Practices Act (*****) - Although primarily regulating debt collectors, certain provisions of the ***** apply to repossession agencies regarding the privacy of debt-related information. These provisions restrict the dissemination of information about a consumers debt without their permission, which could inadvertently be disclosed in a public response.
  

  3. State Privacy Laws - Various Texas state laws also restrict information sharing related to repossession activities. These laws mirror or extend the protections offered by the **** and *****, focusing on the confidentiality of personal information and the circumstances under how and which it *** be shared.
  

  4. Drivers Privacy Protection Act (****) - In cases where vehicle information is involved, the **** limits the disclosure of personal information connected to vehicle records. Compliance with the **** prevents us from publicly sharing details that might be linked to specific vehicle repossession incidents.
  

  Due to these legal constraints, while we strive to resolve all customer issues transparently and effectively, we must balance this goal with our legal obligations to protect consumer privacy. This often results in responses that *** lack specific details about individual cases but adhere to the framework set forth by the above statutes.
  

  In addressing the complaint filed under number ********, THE CAR SOURCE LLC dba HNS Recovery has made every effort to remedy the situation in accordance with legal and ethical standards. The consumer provided information confirming that the vehicle was involved in an accident and was towed to various additional locations prior to our recovery.  Our records (56 condition pictures and condition report) and thorough investigation demonstrate that the vehicle had the existing damage as reflected in the pictures provided by the consumer when we recovered the vehicle. Our pictures and documentation are available to you and your team upon written request.  Our team followed all prescribed directions accurately during the retrieval operation and caused no further damage to the consumer vehicle.
  

  We regret any misunderstandings or inconveniences that *** have arisen and invite the complainant to contact us directly to discuss their concerns in a more private, legally compliant setting.
  

  We assure you and our clients that all actions and responses are crafted with the utmost respect for privacy laws and the rights of the individuals involved. We are committed to resolving any disputes or misunderstandings directly with the consumer, within the bounds of the law.
  

  We hope this clarifies the legal landscape under which we operate and what we have done to reach a remedy. Should you require further details or have additional queries, please feel free to contact me directly.
  Thank you for your understanding and cooperation.
  

  Sincerely,
  THE CAR SOURCE LLC dba HNS Recovery

  Customer Answer

  Date: 04/15/2024

  I am rejecting this response because:   

  

  Business Response

  Date: 04/15/2024

  HNS Recovery Response to BBB Complaint #********
  
  HNS Recovery takes all complaints very seriously and thoroughly investigates each claim to ensure a fair and transparent resolution. In response to the complaint regarding vehicle damage filed by the consumer, we firmly assert that the condition of the vehicle at the time of recovery was already compromised due to circumstances beyond our control.
  
  Upon recovering the vehicle, our team meticulously documented its condition, capturing a total of *********************************************************************************** our recovery process. Out of these, four crucial images are attached to this response to demonstrate clearly that the vehicle had pre-existing damage at the time it came into our possession. These images unequivocally show areas impacted in what the consumer admits was a prior accident.
  
  Moreover, our records and photographic evidence align with the consumers own admission regarding the vehicles involvement in an accident prior to our recovery operation. This admission corroborates our stance that the damages in question were not inflicted during our handling of the vehicle but were instead pre-existing.  As such, HNS Recovery will not be responsible for the repair or financial settlement of damages that were clearly existing before our engagement. Our responsibility is to manage and conduct vehicle recoveries without causing additional harm, a commitment we have consistently upheld.  We understand the concerns of vehicle owners and extend every effort to ensure transparency in our processes. However, HNS Recovery cannot accommodate repairs or compensation for damage that is not a result of our services.
  
  HNS Recovery is committed to providing exemplary service while adhering to the highest standards of practice. We regret any distress or misunderstanding this situation may have caused but must firmly clarify that the damages cited were not a result of actions taken by our team. We take pride in our professional conduct and the careful handling of all property entrusted to us.
  
  We trust that this response addresses the concerns raised in the complaint and demonstrates our proactive approach to customer satisfaction and service integrity. We are prepared to provide further details or discussion as required to resolve this matter to everyones satisfaction.
  
  Thank you for the opportunity to clarify this issue.
  
  Sincerely,
  HNS Recovery  
  
  
  

  

  Business Response

  Date: 04/15/2024

  We are writing to address a significant concern related to the ongoing complaint #********, filed against THE CAR SOURCE LLC. It has come to our attention that the individual lodging the complaint is not the registered owner of the vehicle in question; the vehicle is legally owned by *****************************. We have previously submitted two responses, along with photographic evidence, clearly demonstrating that the alleged damages were pre-existing and not a result of our recovery efforts. Despite our efforts to clarify this matter, the complainant, who does not hold ownership of the vehicle, has persisted in disputing the pre-existing nature of the damages. This situation raises concerns about our credibility and standing with the BBB, as we strive to maintain our reputation for fairness and integrity. We respectfully request the BBB to consider these facts and the ownership discrepancy in their evaluation of the complaint, ensuring that our commitment to ethical business practices is accurately reflected in our BBB profile.