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Advanced Recovery Reviews (9)

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

This was a vehicle that we repossessed for a financial institutionWe noted that the glove box door fell to the floor when we opened it, like normal, when we were inventorying all contents of the vehicle, this is standard procedure for all vehicles we repossessIf the glove boxes are locked, we note that and do not attempt to open it any other wayThe person making this complaint is the daughter of the vehicle ownerWe repossess cars/month and deal with all types of cars, trucks and peopleWe have no way to verify the condition of any vehicle or it's contents until it gets back to our storage facility and processed as is procedure for all repossession businesses across the countryOur staff is fully trained in all procedures we put in placeUnfortunately, from time to time, we get "customers" that complain about things they noticeWe tell everyone who comes to redeem their vehicle back to look it over and sign our redemption document to the fact that everything is accounted for and no damages are noted [redacted] signed the document with nothing noted at that timeWe get very few complaints and the ones we do I review all notes and pictures to determine if a complaint is verifiable or seems to make senseIn this case, my staff took pictures of the glove box and I could see the hinge area where the glove box connects to the dashThere was nothing broken on the dash itself, just the hingeIf we had attempted to open a glove box that would not open, the damage would have been to the latch not the hingeI also noted from the pictures that the center console latch was also brokenI further reviewed the overall condition of the vehicle, inside and out and could see there was prior damage to several body panels and bumper, this was all noted at the time of the repossession as wellThe field agent noted at the time of recovery that [redacted] refused to surrender the keys or remove her personal property and was not cooperativeUnfortunately, we deal with people that do not like the job we have to do and look for ways to get us to pay for things to make up for the costs they incurWe do not judge, we merely do our job by company procedure and follow all lawsin this case, I saw no credible evidence that we caused the damage she is claiming

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
At no point in time was I ever mean, until the man on the phone started cursing at me to pick up my vehicle at 6:30pm, in the dark, on a Saturday nightAt no point did I ever ask this man to accommodate me by allowing me to pick up my vehicle outside of business hoursWhen I called Saturday morning after my vehicle was released from ***, I called Advanced Auto Recovery to schedule a time to pick up my vehicleThey answered the phone, said they were busy putting up a fence but would call me back shortly to schedule a time to pick upNever once did we discuss special accommodations or picking up my vehicle outside of business hoursAround 3pm I received a text message from somebody stating that they would call me at o’clock to pick up my vehicleI then received a phone call from a man demanding to pick my vehicle up thenHe stated that I had to pay for the storage of my vehicle until Monday even if I pick it up on Saturday and it had to be cashWhen I questioned why I would be charged extra days when I was willing to pick up my vehicle that day the man became irate and started using curse words and vulgar language and proceeded to hang up the phone on meI am not satisfied that Jessica Wcontacted me on *** the day my vehicle was being towed, I am not satisfied that the man I spoke to Saturday morning said he was installing a fence and would call me in a few hours (at noon) and then called me and a half hours laterI do not appreciate being scammed by a company that cannot even apologize for their rude behavior or provide me with the video proof that clearly states their employee reassuring me it would only be $per day
Regards,
*** ***

The vehicle was stored for days @ $35/day and we waived a $appointment fee. Had she not been so rude when we tried to accommodate her outside of business hours we may have worked with her a little more. I am not sure where her confusion is coming in. We are closed on Saturday and Sunday

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

This was a vehicle that we repossessed for a financial institution. We noted that the glove box door fell to the floor when we opened it, like normal, when we were inventorying all contents of the vehicle, this is standard procedure for all vehicles we repossess. If the glove boxes are locked, we...

note that and do not attempt to open it any other way. The person making this complaint is the daughter of the vehicle owner. We repossess 350 cars/month and deal with all types of cars, trucks and people. We have no way to verify the condition of any vehicle or it's contents until it gets back to our storage facility and processed as is normal procedure for all repossession businesses across the country. Our staff is fully trained in all procedures we put in place. Unfortunately, from time to time, we get "customers" that complain about things they notice. We tell everyone who comes to redeem their vehicle back to look it over and sign our redemption document to the fact that everything is accounted for and no damages are noted. [redacted] signed the document with nothing noted at that time. We get very few complaints and the ones we do I review all notes and pictures to determine if a complaint is verifiable or seems to make sense. In this case, my staff took pictures of the glove box and I could see the hinge area where the glove box connects to the dash. There was nothing broken on the dash itself, just the hinge. If we had attempted to open a glove box that would not open, the damage would have been to the latch not the hinge. I also noted from the pictures that the center console latch was also broken. I further reviewed the overall condition of the vehicle, inside and out and could see there was prior damage to several body panels and bumper, this was all noted at the time of the repossession as well. The field agent noted at the time of recovery that [redacted] refused to surrender the keys or remove her personal property and was not cooperative. Unfortunately, we deal with people that do not like the job we have to do and look for ways to get us to pay for things to make up for the costs they incur. We do not judge, we merely do our job by company procedure and follow all laws. in this case, I saw no credible evidence that we caused the damage she is claiming.

Ms. [redacted]’s version of events are untruthful.  At no point was any vulgar language used during any of our conversations.  We are closed on Saturday but I mistakenly tried to accommodate her.  I told her there were no guarantees I would be able to.  I stayed in touch with her...

throughout the day and finally got freed up at 6:30 pm and called her.  She caught an immediate attitude and acted as if I was inconveniencing her for calling her so late in the day.  She told me she would not be able to make it over that evening so we scheduled the redemption for Monday.  I waived our normal $35 appointment charge and only charged her for the calendar days stored.  The unit was recovered 10/26 and released on 10/30.  I also do not recall Ms. [redacted] asking if she could bring a certified check or money order.  If I remember correctly she asked if she could pay via credit card.  We do not accept debit/credit cards for storage charges because the fees can be disputed with the credit card company after the person has left out lot with the vehicle.  There is no refund forthcoming or due Ms. [redacted].  Unfortunately she has ruined it for others who I might have tried to accommodate during our off hours.  Thank You,Todd O. Vice President / Compliance Officer Advanced Recovery of New York, Inc. New York State Licensed Private Investigators

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Address: 720 Grand Ave, Ingleside, Illinois, United States, 60041-8463

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