Reliable Recovery

Ms. [redacted] may have contacted her financial institution initially but we first heard from her on 7/11/16. We have been in contact with her and spoken several times since. She even stated that she was out of town when we could not get a hold of her. When we did finally speak, she said she would send...

us pictures. We reviewed the pictures and called her back the next day but had to leave a message. She called back 8/29 at which time we advised that we are ordering the part and will call her when it arrives to have it installed. This matter has been address and is being remedied.Revdex.com[redacted]Reliable Recovery 
[redacted]
[redacted] [redacted]
Dear [redacted]
This message is in regard to a complaint submitted to the Revdex.com about your business on 8/18/2016 by [redacted] . This complaint was assigned ID [redacted]
The consumer has sent Revdex.com a message regarding this complaint, and we are passing it on to you.  The contents of this message are below or attached.  Please respond to this message within 10 calendar days. All responses will be copied to the complainant.
Please understand that the consumer’s complaint and your response may be publicly posted on the Revdex.com Web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. The Revdex.com may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
Regards,
Your Revdex.com Customer Relations Advocate
Revdex.com Serving Chicago and Northern Illinois
P: 312-245-2510
E: [email protected]
MESSAGE:Hi, The company has not follow through on their responsibility. Their statement alleged a lapse in communication is completely untrue. I mentioned the damages prior to pickup,  on the day of pickup with notations on the paperwork, and after the pickup to management just to followup on my request. When I was asked for pictures they were provided on 7/27. Why would it take a month to finally order parts on 8/29. Why haven't I received the part and it's 9/9.This is completely unacceptable. I have not been out of town and am not interested in ongoing excuses to avoid responsibility. I have sent an email on 9/9 for an update. We're two months into this predicament. Let's see how long it takes them to finally repair my car. Maybe a lawyer can get the matter resolved.Thanks [redacted]Sent from my [redacted] S7 edge.

Complaint: [redacted]
I am rejecting this response because: The Handle Was In Proper Working In Order When I Saw My Car The NIGHT Before It Was taken. The company lied stating I said I broke it. This is a case of my word against theirs. I consider this matter close and since my constitutional right of free speech has been exercised I do consider it over as I have to repair the damages incurred by an inept irresponsible company. If I could give them no stars I would. I wouldn't trust them to tow anything because of the lack of care they show. 
Sincerely,
[redacted]

We did receive an order from [redacted] of Fayetteville and we did have contact regarding GPS locations. We checked the address of where the vehicle was pinging at the time but showing no movement. The car was not anywhere to be seen at that location or in that area. and they specifically told us to...

grab and go and make NO contact. We were also made aware of 2 other main addresses where the vehicle was known to locate between, so we sent our guys out to check those addresses out as well to cover all bases because we know through experience that some debtors are wise to the GPS and have been known to remove them from the actual vehicle giving a false location. We are not saying this is what happened here, but we felt it would not hurt to check the other addresses. In addition, we did attempt to call and get coordinates at other times but could not reach anyone at that particular time but still kept checking the known locations for them. We tried explaining to Mr. [redacted] that we ran the GPS locations and we also went above and beyond in our intentions, but he did NOT want to hear it at all and he rudely cut off and went OFF on the very nice lady that was trying to give him all of this information. He didn’t want to hear anything she had to say interrupting her, yelling and screaming in a VERY unprofessional demeaning manner! He told her to close the account and DO NOT send him a bill. He stated we could send the close bill 20 or 30 times and he would not pay it. The way he conducted himself over the phone was NOT OK, not to mention reflects poorly on his business. Also, in answer to the question why would a recovery service run the address all week long only to not find the vehicle...well-there is a garage at the address, so if the vehicle was concealed in the garage and we are told not to make no contact-then that is obviously why we would not find the vehicle.

The damage being claimed by this customer was not done by towing the car. These are mechanical issues that need to be looked at by the dealership where the vehicle was purchased. It could be something very simple to fix but again, would in no way be caused by a tow. We explained that to her and told...

her we would tow the car back to her home for her even though she left it on our lot by choice. We discussed that since it is a new car it would still be under warranty and she should take it to her dealer and have it looked at. We can only assume she did so and that the issue has been resolved. We have not heard back from the customer ever since.

Mr[redacted] came to pick up his property on 8/30/16 at which time he was told to look through everything and make sure all of his items are accounted for. He admits to being told that but still he decided not to check everything but did notice that his [redacted] was not with the property. We had...

someone go back to the vehicle and check. He did find the [redacted] and some paperwork tucked in the visor. He was given the items right then and there. He thanked us, signed the papers that he had received all of his property and left. If there were any other items in the car that were missed, we would have seen them when going back to double check for the [redacted].Mr[redacted] then waited until the next day and called back stating that we "stole" his 2 sweaters that were supposedly in the trunk. We told him we would go and double check the trunk and upon doing so, found no sweaters there or anywhere else in the vehicle. We called to let him know and told him to double check at home to see if he maybe took them out of the car and forgot. We have not heard from him since.Also, previously when Mr[redacted] left a voicemail, he stated that we had stolen his 2 sweaters, then later in the very same voicemail, he stated that it was a hoodie and a jacket with gold buttons that were the missing items. He seemed confused about what he actually had in the car. In either case, nothing else was left behind in his vehicle.

To begin with, this customer's name is not on the loan at all for the vehicle she is referring to. This vehicle is in her father's name-she is not truly the "customer". The vehicle was repossessed and the customer (her father) did come to redeem his vehicle and all of the property that was inside of...

it at the time it was repossessed. We would never have made an appointment with Ms. [redacted] since she is not on the loan, so that statement is also incorrect. We do make appointments and the appointments are never a random time frame such as she is stating. There is a specific time that is given to hold that particular customer's place in line. Also, office hours are completely different than redemption hours. Ms. [redacted] never came to redeem the vehicle, the customer who's name is on the car did. What actually happened was the customer came to our location, he inspected his vehicle and signed to the condition of it. He also received all of the property that was in the car and signed that he had gotten it all back. The property included clothing, a GPS, $5.00 and some small change, shoes, and papers. He never stated that anything was missing. When Ms. [redacted] did contact us a good 2 days later (at which time she spoke with 2 different people at our location and admitted to them that she did not come to redeem the vehicle herself) and inquired about missing items, we gave her the courtesy of double checking to make sure nothing was left behind, and nothing was. There were never any work tools (which she never even mentioned to us about tools missing until this complaint letter) or a Cannon Digital camera in the vehicle. Ms. [redacted] has contradicted herself several times. The finance companies we work for have zero tolerance and would not continue to do business with us if we take other people's property all the time as she is claiming.

I have not officially made police report to this matter, being that I do not know who to make the report name in, or if the time has elapsed to make the report. I thought the issue would have been resolved without such actions, but I can see that it will not be because there is no way to hold a countable the individual.

Regarding the complaint about fees for personal property, the customer spoke with the finance company immediately after repossession and the finance company always informs the customer who the repossession company is that picked up their vehicle and what the contact phone number is for that company....

Furthermore, they do let the customer know to pick up their belongings and to contact the repossession company for the breakdown of fees right away. Even if the customer chose to wait for a letter in the mail for whatever reason, the contact information was readily available. Thank you.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

The vehicle sticker was not displayed properly. Stickers are to be placed on the drivers side rear windshield and NOT on a side rear door window which is where Mr. [redacted] placed his sticker. Unfortunately he did not follow rules, placing the sticker in an awkward (not clearly visible) spot and and...

was subject to tow. The townhome association representative contacted us and asked that we bring the vehicle back this time as a courtesy since the vehicle owner misunderstood the rules/directions. The vehicle was immediately brought back as soon as we were contacted and Mr. [redacted] was not charged any fees, again as a one time courtesy. His vehicle was back in his possession by 7:30 am which would allow ample time to get to work in most cases.

The $25.00 was for inventory and storage of the personal property. And yes on 3/8/17 when the debtor arrived and our power was out and we were trying to accommodate everyone here.  We brought out the personal items to the debtor and handed him the bag and we told him to go through everything to...

make sure it’s all there. He stated he has no time for that and signed the paper and left. He called back later that afternoon and stated he thinks there was one car key in the car for his wife’s car and asked us to check for him. We went out to the car and checked and there was nothing else in the car. It was completely emptied out. The debtor showed up on 3/9/17 and asked about the key again so we doubled checked and there was no key in the car. We spoke to the yard person who cleaned out the vehicle and he did not remember seeing a key at all when he was cleaning it out. The debtor kept claiming it was in the car. The yard manager gave him a missing property affidavit to fill out and return back to us within 5 days. We did not receive a missing property affidavit back from him. Also, he never said anything about the other items: brass knuckles, floor mats (which would stay with the car) and glasses. In addition, at the time he claimed only one key was missing, now he is claiming 2.