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:03/11/2024

  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.

  Hello how are you,I made a appointment for property recovery for Monday, March 11th at 11 get to the place and they have packed up some of my belongings and not all of them. Keep saying per policy we can allow you access to the vehicle to get your belongings and packed what they felt up. All of my belongings were not in my things that they gave me cause he said certain things they can't pack up which is all more for them to allow you to get your own things. I don't have all my stuff even if it can be replaced I shouldn't have to go out my way to do it. They stole all my lighters,took my change out my car and threw just 10 cents in the bag from when I had more. Called the 972 spoke to a rude man who hung up the phone in my face and will not answer the phone when he sees me calling. Which makes me think that this is something they do all the time. These towing companies should be held accountable for the shady things they do for property recovery.

  

  Business Response

  Date: 04/16/2024

  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.
  

  Regarding the complaint ID #********, we would like to clarify our policies and actions concerning the items removed from repossessed vehicles. It is our standard procedure to immediately dispose of perishables,liquids, and combustibles due to safety concerns, as these items pose a risk of explosion or spoilage if stored in a non-ventilated area. This policy is in place to ensure the safety of our storage facilities and personnel, as well as to comply with health and safety regulations.
  

  We prioritize transparency and accountability in all our operations. To ensure that every aspect of our service is monitored and verifiable, all property removal activities from repossessed vehicles are conducted under strict surveillance. Our lot personnel are equipped with bodycams during the removal process, providing a first-person perspective that ensures all actions are recorded.
  

  Additionally, these procedures are carried out within the view of multiple surveillance cameras strategically placed around our facility.This multi-camera surveillance setup helps us maintain the highest standards of honesty and integrity, ensuring that all items removed are documented and handled properly. These measures are part of our commitment to providing reliable and trustworthy services, while also safeguarding the property rights and privacy of the individuals we serve.
  

  We understand the concerns raised by the complainant regarding their personal belongings. On 3/11/24, we returned all items from the repossessed vehicle to the consumer, excluding the aforementioned categories of items for the reasons specified. This decision is in alignment with our company policies which prioritize safety and legal compliance.
  
  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,
  ***************************
  CEO
  THE CAR SOURCE LLC dba HNS Recovery

  Customer Answer

  Date: 04/19/2024

  I filled a Police report and they even told me I was supposed to be allowed to get my own stuff from my car,these tow trucks companies just Steal what they want from your car and return the rest. Should have been no way my money was stolen,my pills and other things. These tow trucks companies need to be accountable for the janky a** policies they have in place and need a lawyer to sue ******** of them. I have not been the only one I see with this issue. If this company had video cameras on,I would like to see footage of everything I know I had in my car.

  Customer Answer

  Date: 04/19/2024

  I am rejecting this response because:   I filled a Police report and they even told me I was supposed to be allowed to get my own stuff from my car,these tow trucks companies just Steal what they want from your car and return the rest. Should have been no way my money was stolen,my pills and other things. These tow trucks companies need to be accountable for the janky a** policies they have in place and need a lawyer to sue ******** of them. I have not been the only one I see with this issue. If this company had video cameras on,I would like to see footage of everything I know I had in my car.

  

  Business Response

  Date: 04/21/2024

  Subject: Response to Your Concerns and Further Clarification
  
  Dear *************************,
  
  Thank you for your response and for expressing your concerns. We understand your frustration and would like to provide further clarification regarding our policies and the circumstances around the retrieval of personal items from repossessed vehicles.
  
  Firstly, we apologize for any confusion that *** have arisen from the information provided to you by local law enforcement. It is important to note that our company policy, which is strictly governed by our insurance obligations, does not permit consumer access to the storage yard. This policy is in place to ensure the safety of all parties, as the environment within the storage yard poses significant risks for injury. 
  
  Regarding the items you mentioned lighters and change as previously explained, our policy mandates the disposal of all perishables, liquids, and combustibles found in vehicles. This is a necessary precaution to prevent safety hazards such as explosions or fires, which can occur with items like lighters under certain conditions. Unfortunately, we cannot provide compensation for these items.
  
  As for the security of other belongings, please be assured that our facility is monitored, and we take the security of all impounded vehicles and their contents seriously.
  
  We understand you are considering further legal action. Please know that HNS Recovery is committed to resolving disputes in a fair and lawful manner. Should you choose to proceed with litigation, we will cooperate fully and continue to provide all necessary documentation to support the legal process.
  
  We are committed to providing clear and respectful communication with all our clients and regret any distress this situation *** have caused you. If you have any more questions or need further assistance, please feel free to contact us directly.
  
  Sincerely,
  
  Customer Service Department  
  HNS Recovery  
  *************************************

  Customer Answer

  Date: 04/25/2024

  All I keep giving is a bunch of ********,they should have never went in the vehicle in the 1st place and I am not the only customer with this issue or complaint I see and whoever you are you need to fired and disregarded. Where is the footage of them going in my car since they where body cameras. Right is right and Wrong is Wrong their is nothing you saying that I care about about honesty. Tow truck companies like this crooked piece of s*** need to be sued. Their are to many of the same complaints,when you call they don't answer and are rude as h*** You are very indirect, incompetent,imbecile that tryst to justify the wrong doing of a sorry a** company. DON'T REPLY BACK TO ME.

• Initial Complaint

  Date:01/05/2024

  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.

  On January 5, ****, this company (*********************** along with Hide And Seek Recovery) attempted to charge me an illegal $75 fee to recover personal property, which is against ***** law and TDLR practices. They also refuse to acknowledge state-certified paperwork. I have very sensitive personal information in this vehicle and they refuse to allow me to recover it. Items such as my newborn's birth certificate, car seat base, and prescriptions are in the vehicle. They have chosen to illegally hold my personal belongings for ******. There were two women who I spoke with, I did not get their names; one being the receptionist. After I left the location, a Hide And Seek Recovery representative called me and proceeded to allege that I had no right to recover my things from the vehicle, which is not true. My vehicle and personal belongings are being held at *****************************************************. My wife, *************************** was witness to the entire incident. She resides at **************************************************************, also, and can be reached at ************. Please advise, thank you.

  

  Business Response

  Date: 01/08/2024

  In response to this complaint I would like to update the consumer that we are a repossession company and follow all rules and regulations that are forwarded from the lender holding the lien. we are instructed to collect an admin fee of $75.00 and any fees that the lien holder requires us to. We do not make up any fees that are against our clients rules. These fees are needed to be paid in order for us to move forward with any releases. Thank You 

• Initial Complaint

  Date:10/23/2023

  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.

  On October 13th I setup a appointment online to retrieve my property from my vehicle and was told that some of my property I couldn't get. The lady at ***************** Ln property said that I need to take it up with my financing company and so u called them. When I talked to them they were even confused as to why they wouldn't let me get my property so they contacted the people who were not in charge. Meanwhile doing that the Red Bird Ln employee got mad and decided to cancel my appointment so that I couldn't get my possessions intentionally. I called the police as well. The employee then tossed my keys back and told me that I now have to get a third party to retrieve my possessions when I'm the only person that can retrieve my property. The employee then proceeded to have my Vin ****** blocked online so that I couldn't make any appointments to retrieve my possessions. I called my financing company and they managed to get a hold of someone over the company and they took the block off so I can set up the appt. So I setup the appt October 17th and waited up to 72hrs for a confirmation for Monday October 23rd. Here it is today the 23rd and I still have not received confirmation as if they're illegally withholding my possessions. Their policy states 72hrs and is not being honored. I also have my receipts for my other property they were trying to keep me from retrieving proving its a part of my property. They are illegally running business and this needs to cease.

  

  Business Response

  Date: 04/15/2024

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

  
  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. A third-party representing the consumer retrieved there personal property on 10/23/23 and signed documentation to prove receipt.  This documentation is available upon written request from your agency.  Our records and thorough investigation demonstrate that our team followed all prescribed directions accurately during the retrieval operation.

  However, despite our efforts to ensure a smooth and fair process, the consumer engaged in verbal abuse.  It is our policy to maintain a safe environment for both our employees and clients. In this instance, when faced with verbal or physical threats from the consumer, our team was compelled to disengage from the situation to uphold safety standards. Under such circumstances, we require that any further interactions be conducted through a third-party representative to ensure that communications remain constructive and secure.
  

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

  
  

• Initial Complaint

  Date:08/30/2023

  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.

  My veh was repoed Mon night 8/28/2023.I was warned to be persistent because if ******* is working she will try everything to get you to come the following day.******* took all 3 of my calls & kept telling me my veh was not there after I conf with Loss Prevention. Second call to ******* was me telling her that all paperwork was already sent over by Loss Prevention because I just verified with them again and ******* now has my vehicle but then tells me Loss Prevention hasnt sent a redemption release and there is nothing she can do. ******* wanted to know where I was getting my information because whoever Im talking to is telling me wrong and they arent calling her because she hasnt spoken to anyone and theyre possibly calling loss prevention because its not her. ******* then told me they close at 3p and there is nothing she can do for me and that I needed to call tomorrow morning at 9a. I told her I have been going back and forth with yall since 1:30p and now you cant help me because you close at 3. I told her I wasnt going to wait another day when I have confirmed that my paperwork was already sent. Then ******* threatened to keep my car an additional 3 days because she said I had an attitude with her and that she will send some paperwork over to deny my release. Call #3 made to Loss Prevention and I explained again what happened and she told me you are speaking to Loss Prevention and this time I will conference you in with them. Once that was done ****** from Loss Prevention had to explain to Hide and Seek where the documents were located and which tabs to open. I was told to bring a money order for $60 for the storage fee. Then I get a voicemail telling me I need to bring an additional $75 money order for personal property fee. The manager at the yard told me my car wasnt there long enough for them to box up my personal property so I dont know why there was an additional fee? I made a complaint to Diamonds supervisor who said shed look into it.

  

  Business Response

  Date: 04/15/2024

  ***************************
  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 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. All lender-mandated fees were collected as per guidelines and regulations totaling $135.00. The consumer redeemed their vehicle on 08/29/23 and signed the lender redemption (VR)documentation to prove receipt.  This documentation is available upon written request from your agency.  Our records and thorough investigation demonstrate that the vehicle and 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 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

• Initial Complaint

  Date:08/18/2023

  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.

  charging for personal belongings from a repod vehicle. Hide and S.. Property Appt CONFIRMED ****************************************************************************** 8/17 1:30pm for Fees,& Bag. 5 min graceYour fee is $75 MONEY ORDER ONLY WITH RECEIPT* / 001330https://repossessionattorneys.com/repo-laws/*****/*****************************************************************

  Customer Answer

  Date: 08/18/2023

  I was charged $75 for my personal belongings. Via money order as that was the only thing they would accept. They would not release my personal belongings, but could not tell me a single thing they were charging me for. On the paper I signed, that was emailed to me as well picture below there was not even an hourly rate let alone a break down of the charge if that was the case. The yard guy told us he was not sure it was a storage fee. He told us that the car was wrongfully taken as it was in our gated complex, which goes against a penal code in *****. I was given two different contact numbers to ask what the charge was for. The first two people I spoke with were clueless. The third, diamond, did not even answer. It went straight to voicemail. This diamond lady was also very rude to begin with, and told me I was raising a red flag because I called to ask how to get my personal belongings from my car. I raised my concern with a necklace that has sentimental value, and she told me I would probably get it at the bottom of the bag if I even did. Their text about bringing the money order states it is for fees and bag. We did not even get our stuff back in a bag, we got our stuff back in a tote that we had to unload and get back. we will most likely be contacting an attorney to handle moving forward, but we want a refund as we were wrongfully charged. they also marked down damage on my car That was not there when they took it. They used my signature for my charges page as my signature on the damage sheet but did not show me this damage sheet. A lot of my issues with them I see are reoccurring with others. This business needs taken care of or shut down. 

  Customer Answer

  Date: 08/18/2023

  I forgot to attach the official documents in regards to my last submission.

  Customer Answer

  Date: 08/18/2023

  I specifically asked what I was signing and read the entire document. They never told me that I was signing a damage sheet as far as what condition my car was in. They also refused to let me even see the vehicle, which is also against ***** Penal Codes. 

  

  Business Response

  Date: 04/15/2024

  ***************************
  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 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. All lender-mandated and approved administrative fees were collected as per guidelines and regulations totaling $75.00 as itemized on the ** Coversheet document provided by the consumer. Our records and thorough investigation demonstrate that the vehicle and 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 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

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle was repossessed on January 18 2023. I have tried to retrieve my property since February 13 2023. February 13th was the only day available for me to retrieve my items. I went to the lot at my requested time and waited for the lot attendant. Once the lot attendant arrived he stated he would retrieve my items after helping a delivery truck. Almost 20 mins later another lot attendant shows up and tells me the 1st lot attendant has propane sprayed in his face and cannot get the items. I was told my items would be returned by Monday. I have since called every other day and sent a complaint to get my items with no results. I get the same answer each time either someone will call me which they never do or they send my call to voice-mail. I have items on my vehicle that I need and this is almost 3 months later still with no answers on where my items are located.

  

  Business Response

  Date: 04/26/2023

  This complaint has since been resolved and the consumer has retrieved their property. Thank you 

  

  Business Response

  Date: 04/27/2023

  This complaint has since been resolved and the consumer has retrieved their property. Thank you 

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Car was damage they guy was caught hitting someone's red ****** Camry 2/27/2023 yesterday on a yellow pole while removing it with a forklift I have that one camera. When he brought my vehicle out with the forklift he hit my driver side pulling the rear bumper off and denting it. They also went through my car stole my teal black and white air ******** worth ******. My front licenses plate is missing I called the office and told them they tell us to write a statement and send pictures. ****** worth of damage. So what I did was call the police they came out took pictures and took a report with hide and seek solely responsible because they got a call similar not to long ago today is 2/28/2023 and this morning I'm going to ****** and Dallas county to file a civil lawsuit I hope you guys do they same very janky a** people.

  

  Business Response

  Date: 03/08/2023

  This claim has been resolved with the consumer directly. Thank You
  See Attachment/File: Scanner_20230303_163424.pdf

• Initial Complaint

  Date:02/11/2023

  Type:Product 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, due to the payment being late, I paid the payment however and the dealer still issued the car to be repossess. I had spoken with a woman who never said her name, and she had informed that I would have 15 minutes to retrieve my items from the vehicle before it was shipped out. However when I went to do that, the company had already claimed to sent my vehicle away; and placed all my items inside 2 clear big bags. Unfortunately all of my possessions were not included on the return. When I mentioned that to the clerk at the time of pickup, she just stared me in my face and said "they put everything from your car in those bags, if you want to complain about missing items send and email." I sent the email of the 40, yes 40 items that I did not receive back from vehicle. A piece of those items they did not return back was sensitive paperwork that was left in the glove compartment of the car as well as Family obituary. I have sent 2 emails in total to them and no one has returned my calls or emails. This is very unprofessional and has put me in deposition based off the other assets that were missing from vehicle. The people are not legitimate people and neither has their communication.And I have the receipts for the shoes I didn't receive back that were left underneath my passenger seat. (Reimbursement)Sliver water bottle (reimbursement)As for the car essentials (gas canister, 4way, car ***** steering wheel cover, car chargers- I would prefer reimbursement) Police scanner(reimbursement) All my family obituaries can't be reimbursed so I understand the loss on that, I would like an explanation to why they kept my account papers and other sensitive papers that were inside my folder. I am missing things I have no way of getting in contact with those companies or organizations.

  

  Business Response

  Date: 02/13/2023

  We would like to first apologize for your situation. We do not determine the length of time a vehicle will be held at our location and that is determined by the bank. For the claim of not receiving your items from your vehicle I would like to update that you signed all the release documents and retrieved your items at your appointment you scheduled at the location. we let the consumer know that they need to go through the bags to make sure they have all items especially when the vehicle is full of items. I have attached pictures to this response that shows that the consumer has signed all documents showing they have received their items. In Sense that when a vehicle is full of property it is difficult to misplace items and the easiest way is to claim it is missing. We see this often unfortunately. Please close this claim as it is false and proof attached to documents. Thank You
  See Attachment/File: Property Release 1

• Initial Complaint

  Date:02/03/2023

  Type:Product 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 name is *********************** owner of 2018 ****** Sentra it's a silver car. My car got repossessed and I have items missing. My coach ****** has been stolen with my identification in there such as my driver license my social security number my daughters social security number and my birth certificate and etc. I'm missing some laundry detergent that's was in my trunk as well. Everything thing was in my car and I'm not understanding why I didn't get everything back . I told the lady at the front about it and she claim she didn't see anything when I'm telling her it's been stolen and you're not looking like you should and not caring. She hung up the phone on me five times not having good communication skills whats so ever. All she had to say was to come to this website and make a complaint. Like the f*** this the complaint going to ?? Just a **** text back like the f*** I need my documents !!! Not only that they broke off my **** piece that goes to my trunk cause it was in the bags with my other things. I went up there today February 3-2023 .

  

  Business Response

  Date: 02/07/2023

  *************** We apologize that you are having issues with our services and after looking into your claim you have received all items that were in your vehicle. We have looked at pictures and video footage and see that everything in your vehicle was claimed by you. You have signed all documents when you retrieved your items at your appointment you scheduled. If you have lost these items we encourage you to contact issuing parties and request new documents. As to the other claims of liquids, we do not store any liquids or chemicals due to strict regulations. Thank You

• Initial Complaint

  Date:01/24/2023

  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 vehicle was repossessed and I am seeking to recover my personal items that include paper prescriptions, medications, work related items, all winter coats, and numerous other items. Upon contact with the recovery company they tell me that I cannot retrieve any items even on an emergency basis. I explained that I'm on a heart monitor and need some items for both medical reason and for my job that are extremely impactful, but they said I'll have to wait.

  Customer Answer

  Date: 01/27/2023

  Received a call on 1;/25/2023 furious that I had filed a BBB complaint - said I could have an appointment on 1/25 at 3:45 p.m. ONLY because someone cancelled. I attempted to get to the appointment and was delayed and 10 minutes late due to a wreck on I-30 - sent text to line that sent me address and confirmation. Arrived and waited in vehicle - then stood by gate and called number after 5 minutes - NO ONE advanced - watched vehicle leave and someone finally came out and said too bad I missed my appointment - none of it that is their problem and I'll have to go back and wait on another appointment - still no medication - company property or anything received. Said they are so busy - NO ONE was at the facility during the time I was there and saw no one until the truck left at around 4:12 p.m. and then guy appeared at 4:15 to tell me too bad.

  Customer Answer

  Date: 01/27/2023

  So from first phone call I attempted to reach Hide and seek after sitting in the vehicle - it's been almost an hour and cannot get through to even attempt to get another appointment - no lines are even answered - the voice mail is full and says to call again later.

  

  Business Response

  Date: 02/02/2023

  We do apologize for any inconveniences we have caused. Due to the high number of appointments people have made we are booked 5 to 6 weeks out and can only give respect to the appointments made. We ask that you do identify and prove that you have emergency items so we can expedite your emergency items. We do follow strict guidelines from the lien holders and our clients.