Complaints

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was needs repair from damages due to the towing that occurred on the night of October 13,2023 when it was picked up from *****************************************************************.

  Business response

  10/18/2023

  This vehicle was towed due to parking in a private lot with no parking pass, the vehicle was towed on 10/13 and the owner picked up there vehicle from our lot on the same night 10/13 about a hour after being towed, the owner of the car  arrived at our storage lot and picked up the vehicle and signed our release stating she inspected her vehicle at time of release. the owner of the car called on 10/15 stating her vehicle was damaged. I explained to her that we did not damage her car and explained how we tow vehicles, she said my vehicle was dragged, I explained we do not drag vehicles and she told me whatever and hung up on me..

   

  This unit was pulled into a parking space, we hooked up to the back of the car and put dollies on the front, her vehicle never touched the ground and only a very small part of all her tires are hooked up,We however did not damage her vehicle. And note she called us three days later after vehicle was towed

   

  Should you have any questions please contact me at our office *************

  Thank you,

   

  ************************* Office Manager
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction - 16 Mar 23 Colonial Recovery was hire to repossess my car, which they did between 12:30am and 1am. I went through the proper channels to regain possession of my vehicle.When I called Colonial Recovery, where my car was located, the gentleman that I spoke with was late for the appointment (as he was still in bed) he then gave me the wrong address twice. When he finally arrived, I have to give him cash money and was charged as if he picked my car up on the 15th of March. When I asked him about it, he could not explain why I was paying $30 for an extra day. Then, he went on to tell me that I had to pay $35 for PP. After doing my research and speaking with the credit union, it was brought to my attention that PP is when someone picks up their personal property, but does not pick their vehicle up. The driver did not have a receipt book and was unable to give me a receipt for the cash that I paid. When I asked to speak with someone from his company to explain the extra charges, he told me that he would have someone call me within the hour. I did not believe him at this point, so I wrote the number down from the side of the truck and he then told me that the number would ring to his cell phone.I called the credit union again and questioned the amount that I had to pay and the fee for PP and I was informed that that was incorrect. I paid the amount the Colonial Recovery was requesting as I needed to get my vehicle; however, I do not feel that I should have been charged $65 extra. I did reach out to Colonial Recovery and a young lady named ***** told me that they follow the law and I could contact the courts and BBB.I pay all the necessary fees and should not have had to pay $1 over the amount that was correct.Thank you for your help in this matter,************

  Business response

  04/13/2023

  All of the information stated was false, My name is ****** and I am one of the owners of Colonial Recovery, we did pick this unit for the bank and we did receive a release after the owner paid his fees to the bank to release the car to the debtor, we spoke to the complaint the day we got his release and explained his fees, we he arrived at our lot we told him the personal property fee is $35.00 and we explained to him that we inventory all cars that come into our lot so thats the pp fee, we also explained that storage is calculated by the computer on when the car was marked secured, we told him thats how we know how many days his vehicle was stored, as far as the wrong address, The driver who released his car is new and told him the address across the street but then corrected himself, Last but not least our driver was not in the bed and how would the complaint  know if our drivers was in bed? We will not be given a refund as we charged fees as stated on his release from the bank.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/16/2023 my daughter's car was tolled from Maddison Terrace Apartments. She is a resident and did not have an updated sticker on her car. Her car got tolled at 12:45 am and we pick up the car at 2:00 pm the same day. I was charged ******. I asked him why is it so expensive and he told me that the apartment complex set the rate.I called the apartment headquarters on 3/1/2023 and they told me they have nothing to do with the rate. They do not get any of the money and they thought that was excessive.I called the **************** and they told me according to state regulations 46.2-1233.1 they should not be able to charge any more than 150.00.Also, when we went to pick up the car this business is all boarded up and the car was not at this business address. We waited over an hour for him to bring the car to us.I would like to get my money back for the overcharge.

  Business response

  03/20/2023

  Good afternoon my name is *********************** and I am the owner of the company and *************** to this complaint. The initial toe was only for 150. The processing fee is $30 and to take the vehicle back which they were told the fees were going to be $65 that made the total $245.00. We do have a storage lot along with our office. Not  sure what lot her car was stored at. And it did not take us an hour to return the car but it probably did take us about 45 minutes as we are 20 minutes one-way from that location where the vehicle was towed from. At this time we are declining given a refund. Our fees were explained. I personally also spoke to the mother Who is making a complaint and explain to her why the fees were what they were

*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. ↩