Complaints

• Initial Complaint

  07/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I sent this message to the owner regarding items stolen from my vehicle — I messaged you 6 days ago in regards to the property that was stolen from my vehicle while in your possession. On 5/10, I was told by one of your employees that I could come retrieve my items from my vehicle. When I arrived I paid a $50 property fee to get my things. The car had not been “cleaned out”, because some of my items were still inside but ALL of my valuable items were gone. I have spoken with my family lawyer and I am asking you, once again, to at least refund the $50 property fee. Otherwise, I will proceed with my theft lawsuit for the valuable items in the vehicle. I understand that your policy, which no one informed me of until 5/10, has made it legally acceptable for you to steal my items. The least you could do is return the $50 I paid for the leftover items that you all didn’t want to steal. I would not have paid $50 for $10 worth of stuff. However, I was under the impression that I was paying to retrieve my several bags of $500+ worth of makeup and skin care products (that I use for my business) and my $100+ car seat as well as many other items. — He has not responded to any of my messages in regards to refunding the $50 property I paid to retrieve my items

• Initial Complaint

  12/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On November 21st my vehicle was repossessed by this company. At the time of repossession there was no physical damage to this car. During the time they had this car it was damaged and they filed a fraudulent claim against my insurance company blaming me for the damage.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 2nd, 2022, I picked my car up from being taken due to repo, my entire car was damaged and not able to be driven. I paid $350 to get my car from Thomas Recovery and $2500 to American Credit Acceptance to get a completely damaged vehicle. When I got my car the front of my car was zip tied because the tow company knocked my whole front bumper off. The bottom of my car has things hanging. I cannot drive my car because the bottom is dragging the ground which can cause a fire. My transmission is also messed up because they reprogrammed my car and made a new key. I was told to get an estimate for my car which I did and when I sent in the estimate the company stated that they were not paying for my damage because they did not cause the damages. When American Credit Acceptance did the investigation, the pictures that the tow company submitted was taken after they had already taken my car to the lot and the damage was already done which they stated that when they picked up my car it was already messed up which it was not. They are expecting me to pay my car note when I have not been able to drive my car due to the damages that Thomas recovery has caused. They also told American Credit acceptance that they would pay for my car but as of September 20th, 2022, they are saying that they are not paying for my car anymore. This company need to be held liable. There are multiple complaints against the company, and they are getting away with damaging people cars.

  Business response

  11/11/2022

  Business Response /* (1000, 17, 2022/10/31) */ ***Document Attached*** This vehicle with a completely destroyed front end was pre-existing damage. IN FACT, this is the SECOND time we have repossessed his car. See the three photos of previous damage on the vehicle which we noted in JULY. What a liar. You can even see the rust on the dent in the hood. We DID program a key, at the lienholder's request as part of the natural order of business. This would NOT affect his transmission. So that's another lie. He didn't have to pay $350 - his fees were actually $390. Somehow, regardless of how damaged the front end of his car is, he continued to drive it, and we just repossessed it again about two weeks ago. The entire front is full of duct-tape, zip ties, and barely hanging on. You can't even tell what the make/model of the vehicle is because this guy has just obliterated the front end of this vehicle. Never once did the lienholder or our company agree to his allegations. We provided ample evidence (then and even now) to dismiss these shenanigans. Again, you can see the rust spots indicating damage from long before the repossession. There are tape marks where the front end was taped, and it was so long ago that the duct tape even wore off and fell off the front end. Last of all, to the attempt to smear the company Thomas Recovery because of "multiple complaints" that is certainly to be expected in the repossession industry. Nobody wants to lose their car. These cars are often wrecked in one way or another because their owners were drunk, high, or under the influence of pain meds, antidepressants, and the like. The cars often look like a "Hot Wheels" car that broke and a three-year-old tried to glue it back together. It's a sham and a shame. We have repossessed over 100,000 vehicles successfully in over 15 years without many lawsuits or incidents. There's always going to be a couple people who are going to try and get away with lying about us though. The person who submitted this "claim" needs to stick to the facts and get out of the land of make believe.

*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. ↩