Regarding Case ID *** Thank you for the opportunity to respond to this complaint. We will address each concern respectivelyMs***’s vehicle was repossessed by our company on 6/27/after we received an order to secure the vehicle from the lender due to Ms***’s failure to meet her
financial obligations. The vehicle was brought directly to our lot, processed by the intake lot attendant- which is taking an inventory of Ms***’s property found inside the vehicle, pictures of the interior and exterior and completing a condition report of the vehicle. These steps are taken to satisfy the financial lender and to protect the integrity of the vehicle and its contents. All personal property in inventoried and identified by the vehicle’s VIN and the debtor’s name along with the date these tasks were completedMs*** did call to make an appointment to pick up her personal property. Our days/hours of redemption of property are: Tuesday- Thursday 3-pm. Ms*** made an appointment for Thursday, July 13th at 3pm. Due to the date her vehicle was repossessed, the Holiday and our schedule, that was the first available date we could accommodate her. Ms*** references that due to the appointment date she was given her vehicle was taken to another place. She is referencing that her vehicle was taken from our lot to an auction. That order is given to us by her financial institution. Ms*** has the opportunity to pay her loan current or the bank will have the collateral transported and sold at auctionOur lot is a holding place. We hold it until the debtor, Ms*** in this instance, pays current with the bank or we are ordered to release it to the auctionMs*** arrived at our lot and was given the first appointment of the day. She was given all of her personal items which consisted of: umbrellas, an ice scrapper, bag of hair, cd, pairs of shoes, an exercise mat, phone charger, make up, jewelry, clothing and a lot of miscellaneous paperwork. Ms*** said she was missing her tag (her license plate). We had the lot attendant look in the property storage area several times and the owner even looked for the plate even though all items are placed in a bag and secured. We had our office personnel call the auction to see if they had removed the plate for some reason and could not get a live person to talk to. We did have several other appointments and we did attend to those during the same time as to be respectful of their time as well. Ms*** references that we let other people in to look for stuff but wouldn’t allow her. We NEVER permit customers onto our lot past the customer area due to safety issues and to protect the personal information of our other customers. Ms*** may have seen employees going in through the gate to retrieve the property of others Ms*** was at our lot for quite a while. The lot attendant tried to explain to her that we had exhausted our resources in trying to find her missing plate. The owner even went out to offer to pay for a duplicate plate to help her. (We did bring to her attention that the only registration found in the vehicle, which was in her property, was expired. There was not a current registration.) Ms*** became very vocal and verbally abusive in front of the other customers. The owner did ask her to calm down and be respectful to his customers /staff. She demanded her plate-which we are 100% positive that we didn’t have and went above and beyond to look for. She complained that she only came for her tag and wouldn’t have come if she had known it wouldn’t have been here. We explained that she was paying a standard fee for her property. That fee covers the attendant’s time to inventory it and to store it. She was visibly unhappy and unreasonable. She left the lot recklessly. The owner actually stood in front of another customer shielding them for safety reasons. The business we are in generally make people angry or embarrassed and inconvenienced. We feel we served Ms*** to the best of our abilitiesAgain, thank you for the opportunity to give our account of this encounter.Best Regards,
I have read the complaint assigned ID [redacted] and thank you for the opportunity to reply. I personally picked up this vehicle, a 2008 Chevrolet Corvette on 8/16/16. This vehicle was assigned to my company by MVTRAC / GM Financial to be retrieved/repossessed due to the failure of the...
owner to meet contractual, financial obligations. I identified this vehicle while in the Martinsville area on personal business. My trucks are equipped with a LPR ( license plate recognition program-which is only granted to individuals whom are vetted, passing very stringent background checks ) this program identified the car as being on the hot plate list meaning the client's delinquent state placed them in the category that any company equipped with a LPR program may pick the vehicle up. I spoke to the owner of the vehicle, Ms. [redacted], introduced/identified myself and had quite a lengthy conversation with her. She was a pleasant lady and explained her leg injury to me when I inquired as she had a very visible limp. She told me she was teaching gymnastics in the building where her vehicle was parked at [redacted]. I asked her if she had any items in the car she would like to take out as I customarily do. She told me,”There's nothing in there, have at it” as she handed me her key fob. I have DVR cameras on my vehicle which records each recovery. She was visibly embarrassed, as anyone would be in this situation and I offered to accompany her back in and make it appear as if I was taking her vehicle for repairs. When I secured the vehicle and checked to be sure the steering wheel was in the locked position for proper towing and to lock the vehicle, I noticed her purse was still in the vehicle and took it in to her. I then towed the vehicle back to my storage facility. Upon arriving back at the facility I completed a detailed condition report which includes photographs and forwarded that report to MVTRAC. On 9/16/16, Ms. [redacted] contacted my office after business hours asking for her personalized plate. I explained to her that she could come to retrieve her plate but had to come during business hours. She insisted I look for it. She was upset when I told her I didn't have time to look for her plate at that particular time when in actuality I was on family time in Ohio on the side of the road repairing a trailer tire. I admit I was agitated and in the stress of the moment my response was uncalled for and for this I do apologize. In all fairness, this call was 30 days after the retrieval of her vehicle. The vehicle was picked up on 8/16/16. It was on my storage lot for 16 days being picked up by [redacted] on 8/31/16. Written company policy to my vendors states that all personal items are destroyed after 10 days unless the owner calls and makes arrangements within that 10 days to pick their items up. Ms. [redacted] was privy to this information at the time her vehicle was picked up. I stand by my word that there was no personal items in the vehicle as she stated at the time I acquired her vehicle however given the time passed and my written policy to my vendors, this is a moot point as the items would have been destroyed on 8/26/16. As far as the complaint of rudeness by myself or my staff, we do treat our customers with respect as I demonstrated offering a facade situation in front of onlookers. I understand that when one's demands aren't met the perception of fairness may be skewed . I site the statement that my employee was sarcastic and stated she knew all about Ms. [redacted]'s car being a BMW as she drives one herself however my employee was only stating that she is knowledgeable of high value assets as she drives one herself. She was merely validating the value/importance of Ms. [redacted]'s Corvette. Addressing the accusation that “many people in the Monrovia, IN area have also had personal items stolen”, I have never recovered a vehicle in my “back yard” area being Monrovia , Indiana as this is my home town of 40 years and I do not want animosity in my community. I take pride in my company and in the 14 years I've been in business, I have never had a complaint or have been accused of theft and consider this a defamation of character. I would take such an accusation very seriously and would want these accusations forwarded to me promptly. Thank you again for the opportunity to tell my side of this event. I do realize given my line of work I will not receive compliments however this is the first complaint I have received in my 14 years in this business. Sincerely yours, William T. M[redacted]
Regarding Case ID *** Thank you for the opportunity to respond to this complaint. We will address each concern respectivelyMs***’s vehicle was repossessed by our company on 6/27/after we received an order to secure the vehicle from the lender due to Ms***’s failure to meet her
financial obligations. The vehicle was brought directly to our lot, processed by the intake lot attendant- which is taking an inventory of Ms***’s property found inside the vehicle, pictures of the interior and exterior and completing a condition report of the vehicle. These steps are taken to satisfy the financial lender and to protect the integrity of the vehicle and its contents. All personal property in inventoried and identified by the vehicle’s VIN and the debtor’s name along with the date these tasks were completedMs*** did call to make an appointment to pick up her personal property. Our days/hours of redemption of property are: Tuesday- Thursday 3-pm. Ms*** made an appointment for Thursday, July 13th at 3pm. Due to the date her vehicle was repossessed, the Holiday and our schedule, that was the first available date we could accommodate her. Ms*** references that due to the appointment date she was given her vehicle was taken to another place. She is referencing that her vehicle was taken from our lot to an auction. That order is given to us by her financial institution. Ms*** has the opportunity to pay her loan current or the bank will have the collateral transported and sold at auctionOur lot is a holding place. We hold it until the debtor, Ms*** in this instance, pays current with the bank or we are ordered to release it to the auctionMs*** arrived at our lot and was given the first appointment of the day. She was given all of her personal items which consisted of: umbrellas, an ice scrapper, bag of hair, cd, pairs of shoes, an exercise mat, phone charger, make up, jewelry, clothing and a lot of miscellaneous paperwork. Ms*** said she was missing her tag (her license plate). We had the lot attendant look in the property storage area several times and the owner even looked for the plate even though all items are placed in a bag and secured. We had our office personnel call the auction to see if they had removed the plate for some reason and could not get a live person to talk to. We did have several other appointments and we did attend to those during the same time as to be respectful of their time as well. Ms*** references that we let other people in to look for stuff but wouldn’t allow her. We NEVER permit customers onto our lot past the customer area due to safety issues and to protect the personal information of our other customers. Ms*** may have seen employees going in through the gate to retrieve the property of others Ms*** was at our lot for quite a while. The lot attendant tried to explain to her that we had exhausted our resources in trying to find her missing plate. The owner even went out to offer to pay for a duplicate plate to help her. (We did bring to her attention that the only registration found in the vehicle, which was in her property, was expired. There was not a current registration.) Ms*** became very vocal and verbally abusive in front of the other customers. The owner did ask her to calm down and be respectful to his customers /staff. She demanded her plate-which we are 100% positive that we didn’t have and went above and beyond to look for. She complained that she only came for her tag and wouldn’t have come if she had known it wouldn’t have been here. We explained that she was paying a standard fee for her property. That fee covers the attendant’s time to inventory it and to store it. She was visibly unhappy and unreasonable. She left the lot recklessly. The owner actually stood in front of another customer shielding them for safety reasons. The business we are in generally make people angry or embarrassed and inconvenienced. We feel we served Ms*** to the best of our abilitiesAgain, thank you for the opportunity to give our account of this encounter.Best Regards,
I have read the complaint assigned ID [redacted] and thank you for the opportunity to reply. I personally picked up this vehicle, a 2008 Chevrolet Corvette on 8/16/16. This vehicle was assigned to my company by MVTRAC / GM Financial to be retrieved/repossessed due to the failure of the...
owner to meet contractual, financial obligations. I identified this vehicle while in the Martinsville area on personal business. My trucks are equipped with a LPR ( license plate recognition program-which is only granted to individuals whom are vetted, passing very stringent background checks ) this program identified the car as being on the hot plate list meaning the client's delinquent state placed them in the category that any company equipped with a LPR program may pick the vehicle up. I spoke to the owner of the vehicle, Ms. [redacted], introduced/identified myself and had quite a lengthy conversation with her. She was a pleasant lady and explained her leg injury to me when I inquired as she had a very visible limp. She told me she was teaching gymnastics in the building where her vehicle was parked at [redacted]. I asked her if she had any items in the car she would like to take out as I customarily do. She told me,”There's nothing in there, have at it” as she handed me her key fob. I have DVR cameras on my vehicle which records each recovery. She was visibly embarrassed, as anyone would be in this situation and I offered to accompany her back in and make it appear as if I was taking her vehicle for repairs. When I secured the vehicle and checked to be sure the steering wheel was in the locked position for proper towing and to lock the vehicle, I noticed her purse was still in the vehicle and took it in to her. I then towed the vehicle back to my storage facility. Upon arriving back at the facility I completed a detailed condition report which includes photographs and forwarded that report to MVTRAC. On 9/16/16, Ms. [redacted] contacted my office after business hours asking for her personalized plate. I explained to her that she could come to retrieve her plate but had to come during business hours. She insisted I look for it. She was upset when I told her I didn't have time to look for her plate at that particular time when in actuality I was on family time in Ohio on the side of the road repairing a trailer tire. I admit I was agitated and in the stress of the moment my response was uncalled for and for this I do apologize. In all fairness, this call was 30 days after the retrieval of her vehicle. The vehicle was picked up on 8/16/16. It was on my storage lot for 16 days being picked up by [redacted] on 8/31/16. Written company policy to my vendors states that all personal items are destroyed after 10 days unless the owner calls and makes arrangements within that 10 days to pick their items up. Ms. [redacted] was privy to this information at the time her vehicle was picked up. I stand by my word that there was no personal items in the vehicle as she stated at the time I acquired her vehicle however given the time passed and my written policy to my vendors, this is a moot point as the items would have been destroyed on 8/26/16. As far as the complaint of rudeness by myself or my staff, we do treat our customers with respect as I demonstrated offering a facade situation in front of onlookers. I understand that when one's demands aren't met the perception of fairness may be skewed . I site the statement that my employee was sarcastic and stated she knew all about Ms. [redacted]'s car being a BMW as she drives one herself however my employee was only stating that she is knowledgeable of high value assets as she drives one herself. She was merely validating the value/importance of Ms. [redacted]'s Corvette. Addressing the accusation that “many people in the Monrovia, IN area have also had personal items stolen”, I have never recovered a vehicle in my “back yard” area being Monrovia , Indiana as this is my home town of 40 years and I do not want animosity in my community. I take pride in my company and in the 14 years I've been in business, I have never had a complaint or have been accused of theft and consider this a defamation of character. I would take such an accusation very seriously and would want these accusations forwarded to me promptly. Thank you again for the opportunity to tell my side of this event. I do realize given my line of work I will not receive compliments however this is the first complaint I have received in my 14 years in this business. Sincerely yours, William T. M[redacted]