River City Recovery

Review: Company is a predatory to win company that towed my vehicle without notice and did not contact me once it was towed. Are requiring 900 for me to get my car that was not rightfully towed!!!Desired Settlement: I want my car returned to my property free of charge.

Business

Response:

Revdex.com spoke with the business. This vehicle was towed after it had been tagged with a green warning sticker. The property management has a policy for the lot this vehicle was in at the time of the tow. The vehicle stayed at their storage lot for weeks without the customer picking the vehicle up and so it was processed with [redacted] for a vehicle abandonment. The fee this customer has been charged is for the vehicle being towed, storage fee, and the [redacted] processing fee. They did cap his storage fee and towed the vehicle back to his home for him for free.

Consumer

Response:

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

[Provide details of why you are not satisfied with this resolution.]

Regards,

River City recovery has the most honest, trustworthy employees with tremendous integrity. They went to great lengths to contact me and return my personal property and identification. Any business built on a foundation of honesty and integrity is FIVE star.

Review: My car was repossessed at 345am on 3/24/2016 and when they did the driver messed up my drive way leaves holes in my drive way where they dug it to the street with no regard to what they did to anyone property. I have contacted them and they said they can not control what their drivers do. That is ridiculous now my husband who is a disabled veteran with back issues as it is has been trying to fix it. This is not right and not a good practice. I want the company to fix this issue so my husband does not hurt himself anymore. If my husband hurts his back even more fixing what they have destroyed I will be sending them the bill and contacting an attorney.Desired Settlement: I want them to fix the holes they have put in my driveway.

Business

Response:

Assignment for repossession for [redacted] owned by [redacted], was received on March 15, 2016. Agent ran [redacted] for first time at 4:45 pm on March 16, 2016. Address is a 1 story single family home with a gravel driveway. Vehicle was being blocked by an SUV. VIN verified and contact was attempted to demand the vehicle. No response to knock. Agents continued to run and continued to see the vehicle blocked attempting contact to demand. No response ever to knocks for demand which our client requires us to do when collateral is being concealed. Agent then ran again on 3/24 and noted that he could retrieve the vehicle with minimal disruption to the yard. Due to the fact there is a gravel driveway, the gravel was displaced. Had the owner's wife spoken with respect to the operations manager instead of the tongue lashing she gave him, she may have gotten the respect she is now demanding. The gravel was displaced, there were no holes. If it is necessary for someone to go out and fix the driveway we will certainly take care of that. It is our obligation, however, the request needs to come from someone that can speak in the proper manner. [redacted] is the Operations Manager. He can be reached at [redacted]. We are always willing to respect our customers and their wishes but they will not be respected if they are rude and demanding. Again, they were concealing the vehicle which is against the law and we were doing our job.

Review: Hello I'm writing get some help my car was towed illegally by this company and then would not release my property from the vehicle I have owned my truck since January and purchased out right all of a sudden my car is towed at 8/26/2015 at 4:30 am saying they had a repocession order I proceeded with my clean and clear va title to show them I don't have a lien holder but they refused to release my car in my book this is stealing I have my va title and registration and they give me a name to a guy that I don't know I really need someone to help me out and look into this pleaseDesired Settlement: To release my vehicle that I legally own free and clear

Business

Response:

On August 20, 2015 via our website from our client [redacted] to repossess the [redacted] having VIN [redacted] from Credit Acceptance’s customer [redacted]. On 8/26/15 our recovery agent located the vehicle at [redacted] We proceeded with our repossession after verifying the VIN on the vehicle matched the paperwork we received. The repossession was reported to the Virginia Beach Police and we proceeded to our storage lot to store the vehicle. We received a phone call that morning from Mrs. [redacted] hysterically demanding her vehicle back. Until we could determine what exactly had taken place, we could really give her no information as she was not the person we were contracted to take the vehicle from. We immediately contacted [redacted] to apprise them of the situation. At this point, we are at the mercy of our client and have to proceed as we are instructed by them. We received a release from [redacted] on the day the repossession occurred and released the vehicle and her property to her that day. Under our contract with [redacted], we are provided a Hold Harmless against any and all claims resulting from their instruction of us to repossess their collateral. Attached please find the documentation supporting our response to this claim.

Car towed was not supposed to be. They car was in a no parking zone in apartment complex which it was not. Charged me $250 to release vehicle. Then said they can offer discount towing for the mishap.

Review: On 3/4/2014 at 8:47 am I call the customer service line to confirm that the auth to release my car was received. Initially, when the lady (and I use that term loosely) answered the phone, I did not hear her so I said hello a couple of times. When I was able to healr her clearly, her tone was very negative and I felt that her laughter was directed at me. I said to her that there was no need for her to laugh at me. She then stated that I should not push her extension when I call back and she hung up the phone. I called back at 8:42am. When she answered the phone, I stated, thank you for changing your disposition and she hung up on me again. When I called back ther third time, a younger girl answered the phone. This individual was rude as well. I asked for a [redacted] name and contact number and gave me the name of [redacted]. when I asked for a contact number she began speaking with another woman in the background. She refused to give any of the requested infromation and hung up the phone. As an individual with hearing issues, I felt that the initiall I was being laughed at due to my inabiliy to hear her as clearly as others, and thier lack of education about persons with disabilities caused them to continue their stupidaity towards me.Desired Settlement: Because of my previous dealings with their [redacted] office, I am clearly aware that this type of behavior is isolated to thier [redacted] office, specificly the individuals that answer the [redacted] phone line. I am requesting that I receive a written apology from the people in that office. In addition, I would like theri company to provide professional training about persons with disabilities.

Business

Response:

On 3/4/2014[redacted] did in fact call early that morning. I was at home snowed in with my 2 children monitoring my computer and phones. We have a phone system that makes it difficult to hear at times. There is a sound delay. My daughter was in the background of the first conversation and she was coughing, which was interpreted by the customer as laughing. In no way did I mean any disrespect to this woman nor did I have any idea upon answering the phone that she was hearing disabled. In no way do I ever discriminate against any person. To discriminate against a person means that you know of a reason to discriminate against them. I am very well advised on how to deal with all aspects of the Americans with Disabilities Act. Again, I was not aware that there was a disability. When she called back I stated to her that she needed to speak to the office manager in this matter. I explained I had no release for her vehicle and that at the time our ** office was closed. [redacted] seemed to be extremely irritated as well from the first phone call. She did not want to hear the answers we had for her and that was when she was advised to speak to the [redacted] She was supplied a number and extension for him. He was also given her number as well. When she spoke to the ** office, they relayed to me that she had been very rude to them and demanded a letter of apology which I promptly prepared and faxed to their location. At the time of release, she refused to take the letter stating she was not worried about it. I am attaching the letter that I faxed up to the ** office prior to her picking up her vehicle. The office [redacted] did attempt to call the customer but was never able to reach her.

Again, I am sorry that this situation occurred as that is not truly the way we deal with any customer let alone a disabled individual. There was clearly misinterpretation on both sides.

Review: DAMAGE TO vehicle last SIX OF VIN # [redacted]: On 12/22/2014 at approximately 12.00AM an Agent of River city Recovery, repossessed my above mentioned vehicle. under the directions of my auto Finance company [redacted] and its Auto Repossession branch [redacted].

while repossessing my vehicle the agent damaged the bumper, of my vehicle, and caused damages totaling $ 600. The company has refused responsibility for the damages and has instead inaccurately stated to [redacted] and its Auto Repossession branch PAR North America, that the damages to my vehicle were preexisting. which is not trueDesired Settlement: 1. I want River city Recovery to apologize in writing for the stress this has caused me. sending emails back and forth to my finance company and their agent and spending hours on the phone to get my vehicle repaired

2. I want them to pay for the cost of repairing my vehicle

Business

Response:

Attached please find a statement of fact regarding the repossession of this vehicle as well as the pictures of the vehicle we took and the screen shots of the vehicle from April, 2014 and August, 2014 showing previous damage to the bumper. At the time of redemption, customer did speak with the Operations Manager, [redacted] who explained to the customer that the damage appeared to be prior to our recovery of the vehicle. We are providing time stamped pictures provided by Digital Recovery Network of a third party's camera hits of this vehicle both in April and August showing the same damage customer is claiming we caused. We had no reason to touch the vehicle prior to receiving the repossession order placed directly into our Recovery Database Network by PAR North America the repossession agent for [redacted] Our [redacted] told [redacted] at time of redemption to feel free to bring a formal complaint against us. Since the redemption of the vehicle we have heard nothing from the customer. We were presented the complaint via [redacted] and responded with the same information we are providing you. Should you have any questions regarding the facts in this matter please contact [redacted] at [redacted] In turn, we expect a written apology from the customer for taking this situation to this level when clearly the damage was not caused by our recovery of this vehicle. It is hard enough to remain compliant in all we do without having customers making completely false accusations against our company and the way we conduct business. Also, in conclusion, we do not feel that paying $600 for damage to this vehicle is appropriate at all... We have never even been presented with an invoice stating this was even conducted. While we are sorry the customer has damage to his vehicle, we did not in any way damage it in recovery or storage.[redacted]

Consumer

Response:

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

The vender asked me to sign a claim form at their office and was supposed to send me pictures that they claimed were taken from the tow-truck camera that towed my vehicle, they never did. They were supposed to get back with me after two weeks following their investigation, they never did. Instead they contacted [redacted] and denied any responsibility. And now all of a sudden they have pictures from April and August with no background mind you, just the bumper of my vehicle and fuzzy tags, that they are purporting to be genuine. I question the authenticity of those pictures personally and I am eager to hear a judge adjudicate on the same. I was adviced by [redacted] to get two quotes from an auto body shop and send to them which I did and the dollar amount I quoted is consistent with the quotes I sent to [redacted]. If In deed my claims are found to be falsified by a court of law as the vender claims, I will right back to them and Revdex.com and to all other parties a letter of apology. As things stand now I am convinced they caused the damage to my vehicle. My vehicle is fairly new with no history of breakdowns or accident. The damage on my vehicle is consistent with damage that occurs during the act of towing and any one of sound and reasonable judgement will concur with that Assesment. I will continue to pursue this case using all legal courses available because I believe River city Recovery should be responsible for the damage they caused.

Regards,