Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My car was repossessed and even paying full amount due they refused to return my car for 5 days. When I finally got to the lot I was horrified. My car was damaged . People at the premises were verbally and physically abusive. Demanding that I sign the forms to replace the car with damages or I will never see my car againI had to involve the police. I have witnesses that my car was not damaged at the time of repossession. My car is always parked in the garage except that night when I was visiting my friends. They do not have any customer service for claims and I waited 3 times more that 45 min on hold just to leave a voicemailI this damage is not taken care of , I will be forced to use full extend of the law . I am expecting reply .

  

  Business response

  01/13/2025

  The *** ***************** has not received any voicemails from this customer. In reviewing the phone number listed on this complaint, the number that this customer provided in their message through the  LPS website was one digit off. *** was able to e-mail the customer with our claims instructions to assist in investigating with the local subcontractor. *** has since left the customer a voicemail now that we have the corrected number. 

  Customer response

  01/14/2025

  I spoke with customer service and I am gathering information ********* police report to submit to them. 
  I hope that they will actually take responsibility and act up on.

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 20th my car got repossessed. I paid it off a hour later through global lending services. They told me to contact loss prevention services to get the number for the towing agency. I have been trying to contact the towing agency since Friday December 20th nobody answered my calls I even left voicemails. I called loss prevention services back to tell them the problem they told me the towing company said I never tried to contact them until today December 23rd after hours I have screenshots in my call log to prove this is not valid. The towing company is now saying I have to wait till December 30th to get my vehicle. I have to pay money for everyday my car is there . Nobody is helping me solve this problem. I paid my fees in full theres no reason I have to wait a week to get my vehicle. Loss prevention services needs to pay for everyday my car is there. This is not my problem . Somebody please help me solve this case before I take further action in court. This is unacceptable

  

  Business response

  01/03/2025

  The local towing subcontractor on this account was closed for the holiday. *** was able to assist the customer in having the subcontractor provide an after hours appointment. The vehicle was returned to the customer on 12/26/24 and the local towing company waived all storage fees. 

  Customer response

  01/03/2025

  Thank you so much for all your help.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a loan with ***********. Horrible company by the way, stay away from them! I got sick, missed a lot of work & fell behind on payments. *********** hired this company to hire another company to reprocess my vehicle. My vehicle has a CVT engine & is front wheel drive. I got a CVT fluid change, tire rotation & balance on tires less than a year old, oil change & state inspection just before it was reprocessed. The company who took my car, drug the car from the back, leaving all 4 wheels on concrete for about 800 feet or so out into asphalt a little after 2am. The skid marks were photographed & immediately sent to my lender. My boyfriend paid in full that *********** had to wait until the next day to get a ride 20 minutes away to pick it up. I showed the photos to the company prior to signing anything. We discussed it but nothing was documented on her part, only with my lender bridgecrest through ************** When i picked up my car, the 20 minute drive back it didnt feel right. I immediately let my lender know who then began a claim with this company. The person who filed my claim quit after a week leaving my claim to someone else. Nearly a month goes by, no update. this company wouldnt contact me. Finally, i spoke to them one time then wasnt able to get contact despite emails, calls, ************************ emailing the repo department manager. i never received contact until i got an email stating my claim was denied because i couldnt afford my vehicle to be fully inspected for estimate by ****** dealership which quoted me over $600. They suggested my insurance company handle it which at the time my deductible was $2,000. I dont have this money to even try to get it returned after its all said & done. I finally got partial diagnosis recently. My front tires are worn from inside, about to wear to outside. Driver is worse because when they drug it, it threw it out of alignment. Also, caused internal damage.. especially traction control. Horrible cs also

  

  Business response

  10/07/2024

  Loss Prevention Services received a damage claim from this customer but the customer did not provide evidence to substantiate their claim. Loss Prevention Services requested a repair estimate along with photos of the vehicle's tires, but did not receive either. 

  Customer response

  10/11/2024

   
  Complaint: 22359904
  
  I am rejecting this response because:

  I contacted Bridgecrest who was in some sort of communication with you about this issue. You failed to communicate with me in a timely manner in order to work something out. Pictures of my tires werent going to show anything because when you look at them, you dont see anything different. Well, thats because we arent sure what were looking for. I kept in contact with my lender regarding ALL issues from the point my vehicle was picked up by the repo company & emailed pictures of the tire marks where my vehicle was drug over 800 feet from the back. I also reported that it wasnt driving nor operating right immediately after picking up my vehicle at release. That is when they started some sort of claim. No one from your company contacted me via phone. Tirelessly, i took my vehicle to several shops that refused to look at it because they dont work on transmissions & told me my transmission would need to be inspected along with other things. I was recommended to take it to ****** for a full inspection. ****** wanted to charge me over $500 because they charge over $100 PER SYMPTOM. My vehicle is having several symptoms & without a full proper inspection, they said it was not possible to pinpoint what exactly the symptoms are related to. My tires are only one symptom, unfortunately. I did not have the money for that & Bridgecrest & your company knew this. You were told via email by Bridgecrest & myself. You did not offer to cover the charges nor offer alternative options. Through email i was told you didnt have any information regarding my claim, however, my lender *********** filed the claim & sent everything over as they were provided by me. I lost my job having to call off many times over this vehicle & the issues & scheduling to go to shops that was a waste of my time. I cannot drive in the rain due to issues with traction control. A few weeks prior to my vehicle being reprocessed, my lender was provided ALL invoices showing a CVT fluid change, an oil change with tire balance & rotation on tires not even a year old at the time. My tires had no damage, tread in wonderful condition. I also got a state inspection for my state sticker which showed no damage to my tires or tread & there were no issues with my vehicle AT ALL. Fast forward to a few weeks ago, it was time for an oil change, tire rotation & balance which only costs about $58 & some change. Due to my tires being purchased & installed by *******, i dont pay for rotations or balance for the life of my tires. The mechanic approached me with some terrible news. He wasnt able to rotate or balance my tires due to my two front (drive) tires wearing from the inside likely from misalignment. He said eventually it will start to wear outside & that the driver side front tire was worse than the passenger side tire. The feel & noise i have been experiencing regarding my tires has always felt & sounded worse from the front driver tire. He said he cannot rotate or balance my tires & the two front need replaced. He also said my warranty wont cover that meaning i have to pay out of pocket for 2 new tires that are NOW just a year old. He told me it wouldnt pass state inspection that way because it is not safe & that my car will need an alignment once new tires are installed. I still do not have money for a full estimate, however.. the claim through my insurance grants me a free estimate from ******. To get repairs through my insurance claim, i have to pay $2,000 deductible. I do not have that & i didnt cause damage to my vehicle. If my vehicle is given an inspection & estimate through ******, are you willing to accept that & finally repair my car to make things right? The repo company you hired drug my car out of alignment & damaged my tires. I was told the back tires are in good condition, thankfully! Who knows what else is wrong mechanically. I shouldnt have to pay anything out of my own pocket for damage i did not cause, including inspection & estimate. That is a responsibility of the company who caused the damage. This was not handled professionally on anyones part nor was i treated fairly. To top it all off, I called the repo company YOU hired who openly admitted that they drag cars all the time but no one has ever told them they had any issues. I find that hard to believe that they are unaware. That was the only phone call in my whole life, that i wished i had recorded. *********** has also done nothing about this issue. You dont request pictures of someones vehicle tires not knowing what the issue is & knowing theres mechanical issues. This all started the day i picked up my car having to drive it 20 miles home & the weeks after something different happening which was all reported to *********** the moment it happened. Me providing photos of tire marks the morning my car was reprocessed before i even made a payment to retrieve my vehicle was the first clue. The second clue was bringing it up & showing photos to the company who reprocessed my vehicle & them taking a look at my tires, rubbing them & brushing the issue off. The third clue was retrieving my vehicle & encountering the issues following the retrocession negligence. The forth clue was submitting invoices proving my vehicle & tires were in working condition & the vehicle passing state inspection proving it was safe to drive just before it was reprocessed. The fifth clue is the recent tire diagnosis. If i remember correctly, your denial email to me stated to contact ********* to open a claim knowing id have a deductible to pay & stating i signed papers the day i retrieved my car acknowledging no damages. How can someone acknowledge damage that isnt visible but inside of tires & mechanical? How does someone acknowledge anything not physically visible without driving their car away? Am i supposed to lie saying i see damages that i do not visually see just because i have evidence my car was drug from behind over 800ft from said company? One of my neighbors watched them drag my vehicle. The noise woke her up & she saw it from her window. If i take the free inspection and estimate from ******, are you going to take accountability & make this right & repair my car? That is all ive needed from the beginning & with professionalism you could have covered the cost yourselves to kickstart repairs. 

  
  Sincerely,
  
  ***** ********

  

  Business response

  10/21/2024

  The customer has not provided a mechanical estimate or any other evidence that there is damage that was caused by the tow company. We are open to reviewing any additional documentation that this customer would like to provide. 

  Customer response

  10/21/2024

   
  Complaint: 22359904
  
  I am rejecting this response because:

  If you are saying you dont have any evidence, then maybe you need to look into the actual claim itself. ****, from bridgecrest recovery vendor support provided everything to you with my claim. Lack of contact and communication by your company weeks upon weeks is documented through emails and recorded phone conversations with bridgecrest. The only thing you did not receive is the inspection & estimate which ive already explained here.. You didnt offer any other options or to pay for it to be done. 

  Im going to contact ****** tomorrow to get an inspection and estimate done asap. I will be updating here with anything ****** provides to me.

  Im hoping that a rental will be provided to me while my car is being repaired. 
  
  Sincerely,
  
  ***** ********

  

  Business response

  10/29/2024

  Loss Prevention Services is willing to review any additional information. 

  Customer response

  10/29/2024

   
  Complaint: 22359904
  
  I am rejecting this response because:
  

  I am currently still waiting on a call back from ******. I called last week & still have not gotten a call back to schedule an appointment. I will be calling today to follow up. I will update when i have more information. Thanks

  
  Sincerely,
  
  ***** ********

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Loss Prevention Services recovered my vehicle from Kroger parking lot in ************ Ga. on 8/15/24 at approx. 7 pm est. When my car was picked up it was filled with my belonging's. Including my purse and two firearms registered to my wife. I had just left from picking up 2 folding chairs from a friend's house and needed some eggs. My car was announced in the store over the speaker by a ****** associate. I assume the tow truck driver requested that. I came outside to see the tow truck pulling off. All I saw was an unmarked all red tow truck with a skinny white male with dirty blonde hair and a baseball cap. at the time of pick up my truck was locked. Im sure because my bag was in the car and i would never leave it and not lock the door. After seeing the truck, I immediately called Titlemax. They had no word of the repo. Noone knew where my truck was for over 5 days. The following Tuesday afternoon was when *** got my truck; there is supposed to be a 48 hrs. **********. When I got to *** on *** rd the next day at 830am IAA stated they had not been in my truck and allowed me to retrieve my own belongings, and they documented that on file. When I got to my truck it was stripped. My items missing are air compressor ($150), diagnostics tool$100), coach bag ($500), 45mm Glock Pistol ($850), 22 caliber Glock pistol ($450), cologne, perfume, and $111 in cash. I have filed a police report with ************ police and attached it to this file.After constant messages and no response from Loss prevention Services LLC. I have heard countless people at *** talk about how many people are robbed by tow truck drivers just like this one. No accountability for your employees or affiliates is against the law. I'm already suffering having to **** my title and be without a car. Now I have a major additional loss with over $2500 in personal belongings stolen to ice the cake. I want my belongings replaced and my guns recovered or replaced plus money for stree and pain.

  

  Business response

  09/13/2024

  We reviewed the complaint with the local towing subcontractor and determined that the vehicle went to auction with all of the personal property inside as required by the lienholder. The vehicle was recovered without keys and the local subcontractor went on record that they did not remove anything from the vehicle. We did not find evidence that the local towing subcontractor is responsible for the items claimed missing. We would encourage you to continue to work with your local law enforcement to investigate with the auto auction. We are not affiliated with the auction so we cannot assist in that investigation.

  Customer response

  09/16/2024

   
  Complaint: 22238100
  
  I am rejecting this response because: I have already investigated with *** and my local law enforcement. Your company ************************** had my car for 5 days. When the car arrived at *** there was no entry by them nor was there any inventory taken. All my doors were locked when my car was picked up.
  My car was definitely broken into within the 5 days it was held by your vendor. I have a written and verbal statement from three different employees at *** that Loss prevention Services LLC is known for theft. Breaking into cars they tow and stealing whats inside. 
  
  Sincerely,
  
  ****** ******

  

  Business response

  10/01/2024

  Loss Prevention Services does not tow or store vehicles. We checked with the local towing subcontractor who confirmed they were unable to access the interior of the vehicle. Any personal property inside was undisturbed. We encourage you to continue to work with local law enforcement on your claim of stolen property. 

  Customer response

  10/03/2024

   
  Complaint: 22238100
  
  I am rejecting this response because:
  I asked why Loss Prevention Services 3rd party vendor had my vehicle for 5 days? You still have not answered. I also asked who was the vendor that hooked my truck? You have not answered. Why?

  Sincerely,
  
  ****** ******

  

  Business response

  10/07/2024

  The local subcontractor stored and released the vehicle as required. We sent the consumer a private message with the contact information for the subcontractor. 

  Customer response

  10/11/2024

   
  Complaint: 22238100
  
  I am rejecting this response because: The policy states that your vendor should only have my car for 48 hrs. Your vendor had my car for 5 calendar days and dropped it off with locks open and all items taken from the car. *** didn't have the car. Loss prevention services picked up the car Thursday and didn't turn it in until Tuesday evening the following week. Loss Prevention services have a reputation of stealing personal items from vehicles that they hook. Loss Prevention Services also has a reputation for running away from claims. I need to file a claim to get my belongings back.
  
  Sincerely,
  
  ****** ******

  ************

  

  Business response

  10/21/2024

  Loss Preventions Services does not store vehicles or personal property.We reviewed the claims made by the customer and did not find evidence that the local subcontractor removed personal property from the vehicle. We have provided the customer with the contact information for the local subcontractor as requested. The agency, as the custodian of the collateral and any contained personal property, would be the resource best positioned to assist with these concerns.

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was picked up on Friday 7/19/24 at around 6pm due to non payment, error on my end. I immediately called my finance company and paid the past due balance. They stated that they send over the necessary paperwork to have my car released. My finance company stated that I can reach out to pick up my car within 30mins of the phone call. Needless to say, this company was closed and will NOT open again until Monday! I have reached out multiple times to no only my finance company, but this company in not only an attempt to pick up my vehicle, but to pick up my belongings which contains a firearm. They refuse to tell me where my vehicle is located to even pick up my belongings. Upon further investigation on my end, checking cameras, these people sat on my street corner for over 3 hours waiting. Once they saw an opportunity, my car was NOT towed, they DROVE it! What if something happened while someone was joyriding in my car? Are you belongings in the vehicle untouched? Do I need to file a police report? I have reported all of this to my finance company. I want my items back, I want my vehicle back. My finance company also stated that I am not to pay anymore money for housing my vehicle. I know my rights here.

  

  Business response

  07/26/2024

  Our review with the local subcontractor determined that the vehicle was properly towed and this was confirmed by the subcontractors intake photos showing the vehicle in tow. Upon receiving the needed paperwork to authorize release, the subcontractor returned the vehicle and belongings to the customer on Monday 7/22/24. Because of all this, we did not find any misconduct on behalf of the subcontractor. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Loss Prevention Services was hired as a third party repossession service. I have fulfilled my part of the agreement to have my vehicle released by the lender effective 6/26. Loss Prevention services will not make arrangements for me to pick up my car until Tuesday, July 2, 2024 and charging me $400 to do so. The price was made up as it doesn't reflect the daily rate that the lender was given $20 per day.

  

  Business response

  07/01/2024

  We are sorry to hear about ******************** frustration. As a repossession forwarder, Loss Prevention Services does not have control over the repossession agent's schedule or fees. The agent, Georgia Carolina ******** Services, indicates to us they provided **************** with their first available appointment and are charging him their standard rates in accordance with the law. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  GM financial out sourced to this third party company for repossession and the company also manages claims when property is damaged within the process. I have two ***************** carseats for my toddlers that I had to contact GM financial about for multiple days due to the negligence for the junk yard who attempted to keep the carseats. After multiple phone calls, escalations I was finally able to obtain the carseats however, the foam within the carseats are exposed, cup holder removed and holes within the car seat. They determined the claim is invalid, despite photo proof of the damage and receipts. I've contacted them stating I would like to dispute the claim, they stated that would be fine if I provided more information. I provided more information on the 28th of September, I did not receive a response. October 16th, I followed up and requested to speak to a manger again no response. I reached out to GM Financial and they stated that they're unable to assist due it to being a third party company. The car seats are unusable due to the foam being exposed, it's damaged. This company needs to due right and refund me for the damages the junk yard which ********** ********************************************************************************* who refused to give my property and damaged it upon retrieval. Claim number is ******

  

  Business response

  12/06/2023

  We reviewed this customers complaint with the local company that returned the car seats, ********* Towing and Transport. ********* Towing and Transport went on record that they did not cause any damage to the customers property and that the car seats were returned in the same used condition as upon intake. Because of this, we did not find sufficient evidence to substantiate the customers claim. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was illegally provided my personal information without my consent by ************************************** took possession of my car and when I finally found out they had it they refused to provide me the location of my car and insist I make a $4,000 payment over the phone before the location can be disclosed to me. This feel very illegal and criminal. I would like my vehicle released right away this is a consumer law violation as well and they need to have the max ******* applied for what they have done. I drove to ******* for my brother funeral. They came and took my car. The finance company also doubled the payment as well without explanation which led to the repossession . I have also filed police reports against both companies as well.

  

  Business response

  12/07/2023

  This complaint would need to be directed to the customers finance company. Loss Prevention Services was not involved in financing the customers vehicle and all indications are that the vehicle was lawfully towed by the local company that conducted the service. 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Loss Prevention Services LLC was the tow company that handled repossession of my vehicle which was carried out on 4/30/2023. A buyout agreement with lender was arranged and ownership transferred. When vehicle was handed back to me by *****************, inspection revealed approx $400 in property missing from the vehicle. ***** told me I would need to contact my original lender to get the towing company's information, from whom I could get my property back. I was given Loss Prevention Services info. I called and left a voicemail with claims ***** I missed their return call and promptly called back leaving another voicemail. This has happened twice where I have tried returning calls as soon as possible, but their line goes straight to voicemail. I have been unable to reach them after immediately returning their call on Monday 6/5 and leaving a voicemail, leaving voicemails on 6/6 and 6/7.

  

  Business response

  12/07/2023

  Our records indicated that we returned the customers voicemails and were able to speak to them on 6-8-23 at which time we provided them with the phone number for the local towing company where they could pick up their personal property. The items were available for the customer at this location. 

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was repossessed by this company due to non payment. The payments were not made due to an ongoing court dispute with my spouse. However, the car was repossessed at 3:42am. I made all appropriate payments and the car was immediately released from my lender all before 12pm. When I contacted Loss Prevention LLC to see my vehicle was located I was informed my vehicle had been taken to a lot Im which only opens on Tuesday and Thursday from 10am-1pm, and that regardless of my timelines to correct the problem I would be charged an additional $500 in fees for storage and other miscellaneous fees. My vehicle was towed on Friday 12/30/2022 @ 3:42am. All payments were made and the car was released at 12 pm.

  

  Business response

  12/26/2023

  Our record indicates that the local subcontractor followed standard impound procedure and provided the customer with the next available appointment at their location. 

  Customer response

  01/03/2024

   
  Complaint: 18670984
  
  I am rejecting this response because: My car was towed in the middle of the night knowing the business would be closed for the next 4 days causing extra storage fees. The payment for the car to be released was made the same day before 12pm noon and the bank lifted the hold.
  
  Sincerely,
  
  ***************************

  

  Business response

  01/15/2024

  Our record indicate that the local subcontractor followed standard impound procedure and provided the customer with the next available appointment at their location. 

*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. ↩