Complaints

• Initial Complaint

  11/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My vehicle was towed as a part of recovery, stemming from a title ****. On or about 10/27/2022, my vehicle was towed and held at a depot, pending release. The lein holder, Georgia Auto ****, was paid, and release order was given. I wasn't able to procure the vehicle until the following Monday, 11/01/2022, due to delays with the recovery agency. After driving away, there was a rattle coming from the engine, to which I'd never heard before. On, 11/03/2020, while leaving the parking lot of ******** the engine collapsed from its cradle, when the bolts from the subframe of the engine were barely holding it. There was only one present, indicating that the other had been broken and lost earlier. A police report was filed with the lagrange police department was contacted, and a police report was filed. Attempts to contact Loss Prevention Services have been fruitless, and many calls have been ignored. The crux of this incident lies in the towing practices of the recovery agency, as the position of the vehicle was improperly towed from behind, with the front wheels locked, causing stress on the front axle, which is attached to the front of the engine. Estimated repairs of $2500 were given, after quotes from two separate mechanics.

  

  Business response

  12/26/2023

  We do not have record of this individual contacting our claims department and we have not had prior issue with the local towing company.  We can assist in investigating with the local towing subcontractor if the customer would like to contact us. 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 9,2022, this company had my car repossessed. The first repo guy to arrive pounded on my door and yelled my full name very loudly. As a 50 year old disabled woman, I was too scared to open the door. My neighbors started coming outside due to all of the noise. He blocked my car in while waiting for the tow truck to get here making it impossible for my neighbor's to get out as my parking lot is small. Then the second guy, driving the tow truck arrived and blocked more people in. He asked my neighbor to open my door. She said no. He said that he wanted to do a welfare check. Police do welfare checks, not tow truck driver's. I called him the next morning and asked him why he did that and he said the window was open so he assumed someone was home. He apologized many times. I've called and sent many messages and finally received a call back yesterday from Loss Prevention Services. She said that I needed to get notarized statements from my neighbors. I have no way to do this without a car. My neighbors are happy to make statements but I have no way to get them notarized. Repossessions are supposed to be peaceful. This was anything but that.

  

  Business response

  11/07/2022

  Good afternoon,

  Loss Prevention Services, LLC acknowledges that incidents *** occur that *** result in dissatisfaction of service.  Loss Prevention Services, LLCs goal is to ensure that its claims and complaints procedure is properly and effectively implemented and are dealt with and acted upon promptly and fairly.  When dealing with complaints, the goals of ******** are to ensure that:
  - The claims process is a comprehensive process.
  - Every claim is acknowledged within one business day.
  - Every claim is investigated and finalized within fifteen business days.
  - Claims are dealt with promptly, fairly and consistently.
  
  The ********************* is responsible for the administration of the procedure and ensuring all claims are dealt with fairly and consistently.

  In reviewing the referenced complaint we can find no currently open or historical account for this consumer and as such no record that a repossession or attempt to repossess occurred.

  We will thoroughly investigate if the consumer provides additional information to assist us in locating their account, such as VIN, Account Number, Etc.

   

  Thank you,

  Loss Prevention Services, LLC
  

  Customer response

  11/09/2022

   
  Complaint: 18240041
  
  I am rejecting this response because: I've talked to you on the phone regarding the illegal repossession of my car. It's a blatant lie saying that you don't know who I am.  My vin which you already know is 3fa6pouu1gr387192.
  
  Sincerely,
  
  *************************

  

  Business response

  12/26/2023

  In October 2022, we assisted the customer in investigating their complaint with the local towing subcontractor. The local company went on record that they knocked on the door as a courtesy to the customer to inquire if they would like to remove their personal items from the vehicle. There did not appear to be evidence of misconduct. 

  Customer response

  01/03/2024

   
  Complaint: 18240041
  
  I am rejecting this response because:
  The only reason he knocked on my door was to get my keys. He told me that my car was a pain to release the e-break because it was electric. He said he would have to remove something under the car. There was no professional courtesy. He yelled my name in my  apartment complex for so long. I was so embarrassed. He asked my neighbor to open my door. His partner checked other cars in my parking lot for additional repossessions. This could have put me in danger.
  Sincerely,
  
  *************************

• Initial Complaint

  07/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company repossessed my fiancs vehicle illegally by cutting the lock on our gated property dragging the vehicle out and damaging our property. (In our state that is breaching the peace) Giving us a trail of numbers to fallow becoming very rude. Once we finally got through to the proper people they gave us extreme attitude and tried to avoid giving us the address of the lot. Claims for the damages wont answer the phone call and hang up before you can answer to avoid paying for the damages they caused.

  

  Business response

  12/26/2023

  The customer contacted our ***************** in July *********************** investigating with the local towing subcontractor. The local towing company went on record that there was no breach of peace and that they did not cut a lock as claimed. The customer did not provide photos or any other evidence to assist us in investigating. Because of all this, we were not able to substantiate the claim.

*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. ↩