Complaints

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

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  Collateral Recovery Team LLC

  12021 Nacogdoches Rd San Antonio, TX 78217-2332

  
• 

  Collateral Recovery Team LLC

  2108 Ferguson Ln, Lot B Austin, TX 78754

  

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:04/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The vehicle in question is a 2022 Dodge Durango, which sustained front-end damage during the repossession process. The damage occurred when your employee struck a gate, while I stood on the other side of the gate, while handling the vehicle. This damage was not present prior to the repossession and is a direct result of your companys negligence. I have photographic documentation of the damage and am in the process of securing an official repair estimate from a licensed auto body ******* a licensed repossession company operating in *****, you are legally obligated to exercise due care when recovering property. Your failure to do so in this instance makes you liable for the resulting damages.I am requesting that you cover the full cost of repairing the front-end damage to my vehicle. I called recently and was told to email ***** and have gotten no response.

  

  Business Response

  Date: 04/11/2025

  Collateral Recovery Team, LLC has responded to the lender on this claim and has accepted responsibility.  It was an accident that occurred on the storage lot during the release of the vehicle.  Please obtain 3 repair quotes from reputable body shops and submit them to ***** for the repair approval.  Thank you.

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have appointments set for 04/18 to get repair quotes as I do have a full time job to work around as well, I will send the quotes over asap.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was repossessed by this company early Wednesday morning. I found the ***** to bring it currently with my finance company on Thursday and brought my account current early Friday morning. I tried scheduling an appointment online with collateral recovery team and it wouldnt let schedule anything for today. The only thing it says about same day appointments is that you cant schedule one within an hour of the current time. So I should have been able to schedule one for later in the day. It wouldnt allow me to. The only time I could schedule one for is Monday. Mind you, these people are charging me $25 per day storage fees in the meantime. I went ahead and scheduled for Monday. I called the company to try and change it today because I need my car and my medication that is in my car. The woman I spoke to was very rude and told me the lot was closed today with no explanation as to why and she then told me they dont make same day appointments. This is not what their website says and it also shows that the lot is open today. I asked her so youre telling me I cant get my car until Monday and youre going to charge me storage fees while youre keeping it from me. She told me yes and there is nothing I can do about it. This cant be legal for them to withhold my car and medication from me like this. She wouldnt tell my why the lot is closed and kept telling me thats just how it is and I cant do anything about it. I cant believe they can legally do this. If nothing else, its just wrong for so many reasons. I dont have the money to have my prescription filled again and Im losing money by not being able to work because I dont have my car.

  

  Business Response

  Date: 12/17/2024

  This vehicle was stored early am on 12/12/24.  Even though the account was brought current with the lender on 12/13 there would be standard operating procedures that would need to be followed such as processing the vehicle and forwarding all information to the client who in turn sends it to the lienholder.  We have standard hours of release and the redemption release was not received in time to release the vehicle on the 13th.  It has to come from the lienholder to our client and then our client sends it to us.  All appointments are scheduled online at ************************.  I was able to check the logs and you requested the redemption appointment 12/13 at 0959 for a p/u of 12/16 at 1130.  At that time we did not have to the redemption release so we could not approve/confirm the appointment.  We did receive the release after the allotted release window and the appointed was approved/confirmed on 12/14.  The confirmation was emailed to ******************* and text to ********** at that time with recovery instructions. I apologize for any inconvenience and know this is a difficult situation, but we have SOP's and lender requirements that we must follow on every recovery for proper chain of custody.  It is not standard procedure, but we are willing to reimburse you for Saturday and Sunday.  You can contact us at ****************************** to arrange that if interested?  Thank you.

• Initial Complaint

  Date:12/13/2024

  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.

  Unfortunately I came across this company due to a repo from my bank and they are by far the most unprofessional recovery company Ive dealt with in *****. I definitely paid everything to redeem my vehicle from their lot but the compliance and ethics are questionable in this place. I was treated with such high level of disrespect I decided to ask them about their licensing and professionalism. ********* answers phones with a terrible predisposition to help she is extremely aggressive and provides false information all she had left to include in her verbal abuse was profanity. She mislead me with the online appointment application stating after I make the appointment she will provide me with the location, I asked her for it after the appointment was made she said cannot give me the address and she never told me she would and of course I recorded the conversation with my co-workers. This business needs to improve their customer service and make sure everyones licensed to provide quotes and follow ***** regulations providing false information is illegal especially if you arent licensed to do so. It is an inconvenience to schedule an appointment to pick up the vehicle you paid for hence other recovery companies providing a faster and better service. They decided to close today on Friday the 13th due to superstitions and not provide services for clients whove paid their dues. This company needs to be flagged down and come back better. They are too far back mentally it is 2024 do better be progressive and professional. Hopefully they fire ********* and hire someone with a license who has the proper training to quote and speak with clients professionally and also comply with regulations for clients and services provided versus turning their business into a hole in the wall. Extremely dissatisfied. I give it a zero.

  

  Business Response

  Date: 12/17/2024

  This vehicle was recovered 12/03.  I think there was some confusion as to our type of business.  When the call came in our ***resentative explained that all appointments are booked online and provided the web address.  You told our *** that you had a friend in the tow business and know that we are required to release 24/7 and demanded our license number.  We are a ******************************************* business and are not a VSF/tow yard so we do not fall under those release regulations.  We do require all appointments be booked on our website so we can log all redemption activity.  I don't show that at personal property appointment was ever requested and you do have a vehicle redemption for 12/18 that was requested on 12/12 at 1646.  This is SOP in order for us to verify that we have all the required release paperwork from your lender.  Once that has been verified you will receive a email/text confirmation with the address and requirements.  We do not release the address until the appointment has been confirmed for the safety of our employees.   The ***resentative you mentioned sits right outside my office and has never used profanity with a customer and for that matter has never had a complaint as such.  I know this can be a very difficult situation and is a stressful process, but we have SOP's in place for every customer.

  Customer Answer

  Date: 12/19/2024

  Complaint: 22682095
  
  I am rejecting this response because:
  
  Regards,

  your response is invalid due to deflection of resolution. Equal issues at pick up, where new damages are visible. I took pictures of my dashboard and car before you guys took it in front of the recovery agent, and its over ***** miles from the time it was picked up as well. Not only are you replying with excuses and not an apology or sincerely looking for rectification on your behalf but you also damaged my vehicle. There is no excuse for the way you run your business. The customer service was unprofessional your employee lied about everything I have over 5 witnesses and proof of the entire call 24/7 service wasnt mentioned it was a simple call thats is a bit too elaborate on your employees behalf its made up. I will escalate this to a legal matter at this point I need a real resolution to this major problem as it is *********** and you refuse to see it for what it really is. Not everyone that places a complaint against your company is angry about their car some of us have the money easily at hand to deal with it like I do and just the same I will deal with the issue your company has caused. At least I gave you a chance to fix it. I will reject your response and escalate this. Thank you. 
  
  
  
  ******** ********

  

  Business Response

  Date: 12/19/2024

  We understand this is a difficult situation, but we have standard operating procedures that must be followed by all employees and customers alike.  The reason we use an online booking portal is so all appointments are logged and documented.   Your vehicle was secured 12/03/24 at 0858 and the intake pictures were uploaded at 1322.  The mileage at that time was 49,301mi..  I can assure you that your vehicle was not driven while in our possession other that to move it to our key lot and bring you the vehicle to the gate at the time of redemption.  Our storage facility has cameras everywhere and has multiple lot attendants during the daytime and a security guard after hours.  This vehicle was picked up by one of our most Sr. ****** who has never had a damage claim in the 5 years he has been here.  There was no damage mentioned at the time of redemption or seen on the intake pictures.  If you would like to send pictures of the damage you are claiming for us to review/compare you can send it to ***********************************************************.  Thank you.

• Initial Complaint

  Date:09/18/2024

  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.

  This organization has no ethics they tried to solicit money from me to retrieve my possessions which Im legally entitled to. They claimed it was due to storage but those fee get wrapped up in vehicle redemption or auction for the vehicle itself not personal property. I was informed by a very rube agent by the name of ****** after trying to get some understanding as to why i was being charged her and serval other agents from the partnering company tried to convince me i was at an obligation to pay. I guess we are all finding money hard to come by as I missed a car payment causing my vehicle to be repossessed, and theyre trying to get whatever they can out of me as if the value isnt the car its self.. I inquired what would happen if i wasnt able to retrieve my belongings and was told by ****** ***** be thrown away, even though they and they company theyre hired through are legally required to ensure the retrieval of my possessions. The price for items redemption seems to change as on the phone she mentioned 70$ I received a text stating it was 75$ and as we can see here that price has fluctuated from 30$ to 35$ to whatever commission quota some money hungry underpaid, ***** is trying to solicit to put gas in their car. Pathetic these people.

  

  Business Response

  Date: 09/18/2024

  Good afternoon. 

  We understand that this can be a very difficult situation for registered owners.  When calling our office the message explains SOP on how to redeem your vehicle and/or personal property by going to our website and booking an appointment online through ********* an online booking site used by the majority of the collateral recovery industry.  This is also a way for our management to track all appointments through an automated log.  On 09/06/24 0616 the registered owner booked a "Vehicle Redemption" appointment for 09/16/24 1530.  On 09/13/24 1638 our admin staffed sent the registered owner an email declining the appointment and instructing them to contact the lienholder due us not having a Vehicle Release from the lienholder. On 09/14/24 1423 the registered owner went back on our website and booked a "Property Release" appointment for 09/16/24 1530. On 09/16/241246 our admin staff approved and confirmed the appointment via text with the address, required ID, along with the admin fee of $75.00.  The registered owner was a no show at the appointment time.  On 09/17/24 0818 the registered owner went back on our website a rescheduled the appointment for 09/19/24 1000.

  We work with many different lenders, all of which have different fee schedules.  At no point do we change or dictate the fees, this all comes from the lienholder.  When registered owners call in to our office and request fees we can only give them our standard fee structure and explain that we won't know the exact amount until the physical release documents have been received.  We let the registered owner know that once the lender documents are received and the appointment is confirmed that they will get a text and/or email with the exact amount required.  We apologize for any misunderstanding, but it appears that the registered owner booked a "Vehicle Release" instead of a "Property Release" on the website.  Once again, this can be a very stressfull and upsetting process for many people and we apologize for any misunderstanding.
  

   

  Customer Answer

  Date: 09/19/2024

  Complaint: 22303442
  
  I am rejecting this response

  :Im aware of how to use an online system & if you have one to book appointments why not mention the fees until the text is sent through the automated text message and not have it processed through the online portal, like most respectable businesses have in place? Please no need to break down banking I initially set out to retrieve the car the first apt, however real life happens and i had an interview since i had to quit my other job after my car was taken thanks to the wonderful work you all do, such great business. The other appointments were for property retrieval, all that lying got your wires crossed. Just like your representatives about them fee prices I know coning people gets confusing when so many lies are involved. Funny mentioning my appointments dont provide any context in resolving the issue so youre just typing. If that was the case how were you on here waiving fees youre not in charge of? Do you have to talk to the lienholder then? Or are you saying, that you all enforce for illegal fees to be collected by the company, that somehow you retrieve ONLY IN CASH. How much commission yall take home? Cause 75$ for a 5-10 minute transaction is crazy thats like 3/4x yall hourly rate  just being greedy. ???? Especially when you make your profit from the company youre charging to host the vehicle since they hold the lease.. & I have yet to drop money to reclaim the car meaning fees are the responsibility of your partners until that vehicle is claimed by me or someone else.. yall tranna milk lil money is funny to me when the cash cow in the garage.. pathetic. They must not be paying yall fr. Send me my thing please, main office is fine.. Im sure you all have the address cause its where you picked up the car.. unless that system is outdated as well. Your partners have failed in the updated information sector no need to conform with them or hey have the tow man drop off on route since we just doing whatever anyway

  thanks 
  
  

  Customer Answer

  Date: 09/19/2024

  Complaint: 22303442
  
  I am rejecting this response

  :Im aware of how to use an online system & if you have one to book appointments why not mention the fees until the text is sent through the automated text message and not have it processed through the online portal, like most respectable businesses have in place? Please no need to break down banking I initially set out to retrieve the car the first apt, however real life happens and i had an interview since i had to quit my other job after my car was taken thanks to the wonderful work you all do, such great business. The other appointments were for property retrieval, all that lying got your wires crossed. Just like your representatives about them fee prices I know coning people gets confusing when so many lies are involved. Funny mentioning my appointments dont provide any context in resolving the issue so youre just typing. If that was the case how were you on here waiving fees youre not in charge of? Do you have to talk to the lienholder then? Or are you saying, that you all enforce for illegal fees to be collected by the company, that somehow you retrieve ONLY IN CASH. How much commission yall take home? Cause 75$ for a 5-10 minute transaction is crazy thats like 3/4x yall hourly rate  just being greedy. ???? Especially when you make your profit from the company youre charging to host the vehicle since they hold the lease.. & I have yet to drop money to reclaim the car meaning fees are the responsibility of your partners until that vehicle is claimed by me or someone else.. yall tranna milk lil money is funny to me when the cash cow in the garage.. pathetic. They must not be paying yall fr. Send me my thing please, main office is fine.. Im sure you all have the address cause its where you picked up the car.. unless that system is outdated as well. Your partners have failed in the updated information sector no need to conform with them or hey have the tow man drop off on route since we just doing whatever anyway

  thanks 
  
  

  

  Business Response

  Date: 09/24/2024

  Once again I apologize for any confusion and we are aware this is a difficult situation.  As with any other business we have SOP's in place to assure that all procedures can be tracked and there is a log to review.  Our online booking site is used by most of the other recovery companies around the country for the same reason. We work with many different lenders across the ** and many have different fee structures.  Once the appointment is booked you will get a text stating that we have received your request and to look out for a confirmation text to follow.  The admin staff has to see what type of appointment has been requested and abide by the clients fee structure agreement for that case.  The r/o then receives an accept or decline for the appointment via text or email.  If the appointment was declined there will be a reason or it will ask you to contact your lender.   We cannot mail personal property to an r/o per the law.  There would be no chain of custody or proof of ownership which is required during a PP appointment. All of our customers are required to book an appointment on our website at ************************.

• Initial Complaint

  Date:06/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Collateral recovery in ******* needs to be shut down. I am not the only person that is complaining in having personal property from my vehicle stolen. Their business practices are illegal. I was 4 months pregnant when my vehicle was towed, and also in the middle of a moving process with my son. Paid the amount to my car loan company that was owed. I then paid the ridiculous $50 fee. But I went to retrieve my car, I was told that all of my belongings were put into trash bag. There was a van that had piles of trash bags with vin #s on them sitting in a van and also in a shipping container as a storage unit. I stayed at the lot for 45 minutes waiting to get all of my items which never happened. They stole my son and my birth certificate and his hospital records that were in an animal print backpack along with other items in my car. My sons ultrasound photos in the animal print backpack cannot be replaced. I was there before the 30 day ***** I talked to a lady named *******, and told her and her male co-worker about my situation. They said that they were going to call or text me back, and I never heard from them. When I called again, I talked to another guy and he said that those two workers were fired. The day that I was picking up my car, ******* said that she would leave a note in my file for documentation, and she never left anything. And all the guy could tell me is that my belongings would be shredded and donated. People do try to retrieve their items back before 30 days, but we as the customers have to suffer damage because there is no organized system for us customers to get our personal property back. The van that had a ton of trash bags with vin#s was piled up on top each other. I would have waited patiently the same day to get my belongings back. I wasnt even past my 30 days. The ******* location on ***************** is stealing peoples property. They should be shut down. Their $50 fee doesnt even cover the cost of what was lost.

  

  Business Response

  Date: 06/20/2024

  Good morning,

  In order to respond to this complaint we will need the first and last name of the customer and the last 6 of the *** for the vehicle that was repossessed.  

   

  -Thank you

  *****************

  Customer Answer

  Date: 06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and this solution is not solved. 
  

  My name is ***************************** vin# ****** and I was there last year when I spoke to a guy in charge. He told me that the two staff members I came in contact while picking up my vehicle were fired. He also said that my son and I, all of our belongings were shredded and donated along with our birth certificates. If there is a chance that it is still sitting there, and the man in charge lied, then I would love to have our personal belongings back?

  
  Regards,
  
  S P

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 16th 2024 my ***** Tahoe was repossessed by Collateral Recovery Team (CRT) upon trying to get my personal belongings back from the vehicle, I was told I needed a release letter from my lien holder RBFCU, prior to making my appt. To retrieve my belongings. I called RBFCU, to request the letter and was told no, I do not need such letter just vin, Id and possibly a fee. I called CRT back told them I requested the letter from RBFCU (collection specialist )but was told no I dont need and will not receive this letter. CRP told me again I need the letter of release and the fee was 50$ cash only. I said fine but in the meantime, please confirm that upon me paying this $50 fee where I cant find any proof is a requirement, Im going to need a receipt showing proof of payment if/ when I am able to retrieve my personal property. They refused saying ***** was in fact supposed to provide the paperwork, called ***** back they called the Collateral recovery team while I was on hold. They were told the text message appt info was my bill for fee and receipt of any fees. On that msg it says nothing about fees or receipt of payment. The staff doesnt know the recovery process at all. I was misinformed many times as well as still being told I will not be given any document showing required fees in order to obtain my personal property nor if/when I do pay this fee I, I will not be given any proof of payment.

  

  Business Response

  Date: 03/26/2024

  I apologize for any inconvenience you feel you had with our redemption process.  When you call our office phone number it gives clear instructions on how to redeem your vehicle and/or personal property.  It does state that you will need to contact your lienholder prior to booking your appointment on our website at collateralrecoveryteam.com. Most lienholders are required to send us a release authorization for the r/o to redeem personal property, yours is one that doesnt require that.  I did pull the automated logs and it shows the first time you visited our website to book the appointment was 03/25/24 0114 and that is the appointment request received message you have attached to this statement.  A confirmation email was sent to you 03/25/24 1306 showing:  Outgoing email to **************************:Bring keys and government issued photo ID. Your fee for this transaction is $50 EXACT CASH ONLY ***************** and a text was also sent to the phone number you provided showing:  Outgoing text to **********: Collateral.. Property Appt CONFIRMED ********************************************************************* 3/26 11:45am Bring keys and government issued photo ID. Your fee is $50 EXACT CASH ONLY /340480.  While working on this response I checked our logs and you did not show up for your personal property appointment scheduled. For the safety of our employees all customers are required to book appointments on our website and follow this procedure.  Tell us why here...

  Customer Answer

  Date: 03/27/2024

  Complaint: 21483115
  
  I am rejecting this response because there should be no payment required to get my personal property. I didn't give you authorization to take and not return my property. I'm requesting to pick up or have you return my belongings. 
  
  Regards,
  
  *** *************************

  

  Business Response

  Date: 03/27/2024

  I am going to go ahead and waive the admin fee of $50.00.  Please go to collateralrecoveryteam.com and book your personal property appointment prior to the 30 day expiration.  Thank you.  **********************, GM

• Initial Complaint

  Date:12/20/2023

  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.

  The lien holder of my vehicle requested repossession of my vehicle and Collateral Recovery Team was the company that carried out this task. After speaking with finance company and paying the necessary fees associated with my vehicle I was given Collateral Recovery Teams contact information and prompted to recover the vehicle through them. Upon calling, I was asked for the last 6 numbers of my VIN and placed on hold for an extensive amount of time by the person handling the transaction in which I finally decided to hang up and redial to be better assisted. My car is intentionally being held in storage for an extended period beyond what is necessary, resulting in significantly increased fees. This deliberate action has caused not only financial strain but also considerable pain and suffering on my part, leading to lost wages due to the prolonged inconvenience of not having my vehicle and the necessary work badge not being able to be recovered from the vehicle in a timely fashion. I am deeply disappointed by this conduct, as I expected fair and ethical treatment throughout the collateral recovery process. I believe that such practices not only violate the principles of consumer protection but also demonstrate a lack of integrity on the part of the company. To address this matter, I kindly request a thorough investigation into the circumstances surrounding the extended storage of my vehicle and the subsequent imposition of higher fees. Additionally, I would appreciate a detailed breakdown of the charges incurred during this period.

  

  Business Response

  Date: 05/22/2024

  I have reviewed the details to this case can found the following.  *************** vehicle was repossessed on 12/19/2023 at around 3 am.  Once a vehicle is recovered the debtor must contact their bank in order to get the vehicle and their property back.  Once the debtor has made right with the bank the bank will send us a release for the vehicle.  ************** contacted her bank and made arrangements the following day.  She then contact us to make an appointment.  All appointments are made via website using a system called Cleardata.  Everything is completely automated (we have dozens of customers daily using this system without issues) according the the time stamped records of that system is shows she made an appointment for 10 am on December 21st 2023 and she kept that appointment.  No fees were charged to her at that time so the claim of paying more storage fees we are unsure of.

    The screenshot i attached shows "Your Fee is $0.00"

  in  closing, ************** got her vehicle on the day she made the appointment without paying any fees and without any issues. 

• Initial Complaint

  Date:10/03/2023

  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.

  Went to recover a repossessed vehicle and upon picking it up batteries were dead. Once we were able to get it turned on. I notice there were done codes on the dash that werent there before. All paperwork was signed before receiving vehicle in this condition.

  

  Business Response

  Date: 10/03/2023

  Please provide the *** number to the vehicle.  When vehicles sit they can kill the battery sometimes.  We do not work on the vehicles we recovery.  Might just need a new battery but without the *** I can not pull up this case. 

  Customer Answer

  Date: 10/03/2023

  Complaint: 20691098
  
  I am rejecting this response because:

  vin#*****************

  
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 10/16/2023

  This vehicle was recovered by a repossession agent and taken directly to our storage facility.  The vehicle then sat at the location until the debtor picked up the vehicle.  At no time did we touch the vehicle or perform any type of service to the vehicle.  When vehicles sit the batteries can go dead but we do not do anything to cause this to happen.  We are not liable for a dead battery or lights that come on a dash due to a battery dying.  

  ********************