Complaints

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was repossessed and when I called the lender ******* I was told that I could only get a phone number. They refused to give me an address to get my belongings, I call the number given it is disconnected. I have emailed the company to get no response. I called lender again and was told they can give no information other than the phone number. I only want my belongings. The lender wants my keys however I can not give keys when I do not know where the car is. I want information and my property in the car.

  Business response

  09/21/2023

  Hello,

  You are welcomed to call us at ************ to make an appointment to redeem your personal property.  We release property by appointment only. Due to safety concerns for our staff the location of our office will be release at that time. Also, we can only release your property if we have received a release from your lien holder.  We would be happy to assist you with the redemption process.

  Sincerely,

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

  Compliance Manager

  Customer response

  09/21/2023

   
  Complaint: 20613465
  
  I am rejecting this response because: I ca never get ahold of anyone
  
  Sincerely,
  
  *************************

  Business response

  09/22/2023

  Hello,

  I would be happy to assist you with the redemption of your personal property.  My direct line is **********************  Please call me at anytime.

  Sincerely,

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

  Compliance Manager

  Customer response

  09/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in February of 2023, Associates Asset recovery towed my car from my driveway. At the time the tow truck driver did not make it known that he was at my house towing the car. They did not ask for the keys, nor did they put the car in drive or neutral as my car was locked. The tow driver then dragged my car for 9.3 miles down a major highway, completely bending my front inner and outer tie rods, my hub berrings, my control arms and ball joint arms. My car is now not safe to drive, nor will it drive. When I went to the property to pick up the car located in ***********, the lady working at that location would not let me check out my car before making me sign the paperwork. She stated if I did not sign she would not release my car. I then signed the paperwork and waited for them to bring my car out. Upon inspecting the car I noticed that it was not driving right and I was missing an item of property that was over $100. I then had to leave my car parked in a dealership parking lot until they were able to take a look at the car. I then went and filed a claim for the car and missing property. Since filing this claim and going through all the proper channels and paperwork, I still have yet to have my car paid for and fixed by this company. They have ignored my phone calls, when I finally get someone they tell me they need to look over my paperwork and they will call me back. Ive even spoken to four different employees about this claim and none have an answer or they dont call me back. They then told me that their company has cameras on their tow trucks. I asked to get the footage to prove my car was towed incorrectly and they refuse to give it to me. I have emailed multiple times, never get a response. This company is unprofessional. *** also reached out to the president of the company who has had another women call me, directing me to a women whom *** already been trying to get ahold of. Even with a certified mechanic statement they deny it was their fault.

  Business response

  06/28/2023

  This unit was recovered on 01/15/2023 and release to consumer on 01/27/2023. A claim was submitted to us by the consumer on 03/28/2023 a two month time lapse since unit was redeemed by the consumer. We then submitted this claim to our board for review.  ********* came back with pre-existing damage to this unit as is listed and signed off on in the redemption documentation. The damage to this unit is listed in the condition report as well as in picture report.  Also the delay in correspondence time lapse of two months. Consumer has also submitted the claim to there insurance company and they have contacted Associates Asset Recovery LLC and the insurance company has also deemed the damage to be pre-existing also.  This claim remains denied.  We apologize for any confusion this may have caused and are willing to work with consumers within guidelines established.

  Sincerely,

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

  Compliance Manager

  Associates Asset Recovery LLC 

  Customer response

  06/28/2023

   
  Complaint: 20227655
  
  I am rejecting this response because: The car was picked up in January and then had to sit at a dealership for over a month and a half until they had the resources to take a look at the vehicle. Once the vehicle was looked at and I was told of the damage, I filed the complaint. Not once did they ever say that there was pre existing damage to the vehicle and there was NEVER documentation of the vehicle having pre existing damage. This company stole my property AS WELL and has no yet to comment on that. They then went as far as to completely disregard what my insurance company was telling them and the mechanics. If they had this so called documentation why have I never received any of it from the company? Ive asked and emailed multiple times to multiple different employees and never get a response. This company is very unprofessional and it seems like they enjoy taking advantage of people as all their reviews are the same thing.
  
  
  *************************

  Business response

  07/03/2023

  Hello,

  The consumer redeemed her unit on 01/27/2023 with our lot manager. She was allowed to review documentation and expect her vehicle and the time of redemption. Consumer signed all necessary paperwork and left the lot without mentioning any damage or missing property to this unit.  She then called back on 01/30/2023 and mentioned that a green battery box was missing from her unit. We have also investigated this claim and no battery box was found in the vehicle, listed on our inventory, or seen in the pictures that we take at recovery of this unit. The next time we heard from ******************* was on 03/28/2023 she called in stating the is damage to the front end of her unit. The damage are listed on our condition report and are also in our picture upon recovery of this unit.  Also no damage was mentioned at the time of redemption of her unit. We deemed the damage as previous damage, meaning pre-existing.  This claim has been denied for the third time.  I will attach all pictures as well as the condition report along with all comments on accounts when they were received. Again we apologize for any inconvenience this may have caused but we are not responsible for the damage caused to this vehicle  Please understand our decision on this..  

  Sincerely,

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

  Compliance Manager

   

• Initial Complaint

  01/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This happened on or around December 1 2012 my car was repossessed and my belongings was in my car was lost by the company I was told I would be refunded for my belongings and I have not spoken or can get in touch with anyone regarding this matter

  Business response

  01/16/2023

  We have settled with ************** on his claim of missing property. We strive for a smooth recovery.

  Customer response

  01/17/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  01/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The incident occurred on January 5-6 2023 in ********* **. I was visiting family and my car got towed from their parking lot at the apartment complex. I went to get my personal property out of my vehicle and two of the most valuable things other than my vehicle were gone. I was missing 100$ in cash and my AirPods 3rd generation. I file an compliance report with the headquarters but nobody has gotten back to me about anything and I also tracked my airpods using the app on my iPhone and locked them so that whoever took them will have to call me to get them unlocked. The tow truck driver and the receptionist at the ****** ** location were the last two people to touch my vehicle and before they did my belongings were in there. Since this has been such an inconvenience to me and my child, I would like to be reimbursed monetarily for my stolen property, the AirPods value itself are 220$ plus my 100$. I am a single mother who solely provides for my child my money is his money and taking from a baby is sad. It's not about the vehicle being towed its about the cowards who stole from me!

  Business response

  01/12/2023

  We are currently investigative ************** claim by pulling our camera footage etc. In the discovery we plan on reimbursing her for her ear pods. We just need to finish our investigation threw the appropriate channels. We are working with ************** currently on this issue and will continue to work with her.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had a vehicle picked up over a month ago. Called the next day due to them causing damages to my driveway and grass. Was told that it would be investigated and I would receive a call. Haven't heard anything from them and they are refusing to call me back now. Next step is getting a lawyer involved if they continue to push off this complaint.

  Business response

  12/20/2022

  I ************************* am new in the **************** and have no record of this complaint. Would you please except my apology and send me new documentation on the damage that was done to your yard so that we can take care of this a.s.a.p.
  
  Sincerely,
  *************************
  Compliance Supervisor

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 11/22/2022 I traveled to this business to retrieve my vehicle. For one, there was a $35 storage fee placed on the vehicle for each day which alone was outrageous but I get it, "inflation", so businesses are taking advantage of this by price gouging. However, because of the reviews I read about concerning the lack of care/professionalism and complaints about missing items, I was worried for my property to be in the possession of this business. Once I retrieved my vehicle and did a search I found that my perfume (which was pretty expensive) was missing. I know some people think this is a very minor issue and may even wonder why I spend the time to write this but it just goes to show the lack of regard and entitlement that comes with this business. I'm almost sure that they did not suspect I would notice it missing and also they are banking on the fact I would/could not legally do anything about it. But for others who happen to read this, please know, these people take advantage of you financially and even take it a step further by taking personal items from you. P.S Respond all you want to defend this type of behavior but I know what was in my vehicle and I also know that due to "technicalities", you people can get away with this type of stuff. Enjoy existing with your lack of integrity and lack of respect for others.

  Business response

  01/22/2023

  Business Response /* (1000, 5, 2022/12/02) */ Here at Associates Asset Recovery we do inventory all units that come in, and do have an inventory of the items in your unit. The perfume was listed in your inventory along with many other items. I can only hope it was looked over considering the amount of items in this unit. We are always looking to satisfy our consumers if possible. Consumer Response /* (3000, 7, 2022/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was absolutely not "looked over". It was flat out stolen because that particular item has remained in the middle console of my vehicle for MONTHS. I always keep it there for when I'm on the go. Nothing else was touched or missing except for that. Had to be a woman or a man taking it for a woman. Either way, it was taken. and it was actually accounted for as being there on the original report written. I have no problem if the business can offer to replace ot but if not, as I have previously stated, this business outright stole from me.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/17/22 at the ******* Hotel in ********* *** We were away on a business trip, we came out of our hotel to leave and our car was gone. No communication. No warning. Just gone. 1100 miles/20 hrs away from our lives and kids who were waiting for their parents to get home and we think someone has stolen our car. After several calls to the police, we found out that our car had been repossessed by this place. Just for back story, we are currently in North Carolina and our 5 kids are back in Wisconsin. We have no way to get to them. We had filed bankruptcy and had payment arrangements through our lawyer, so this never should have happened. After calling several times and waiting on hold for several hours, we finally got through only to be sent to a voicemail box that was full and were hung up on. I called back immediately so it on hold for easily another half hour. When I answered I asked for the supervisor. Was told I was being sent over. And got another voicemail box that was full and hung up on. We need our car back it is our only means of transportation everything is legally sound and these people won't even answer the phone while there is sheer panic on how we were even going to get back to our home or where we are going to stay the night. I really question the morals of those who work here. Anyone that knows anyone who works here should really question their relationship with them as they clearly have no humanity and driven by greed.

  Business response

  01/19/2023

  Business Response /* (1000, 8, 2022/12/02) */ We have an order of repossession from lien holder. We had no notification from lien holder of bankruptcy. Consumer came to our lot on 11/18/2022 to redeem vehicle. We are sorry that the consumer was far from home and in the situation they were in but we were unaware of there situation.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My vehicle was picked from my home around 3:50 am (per my camera on the front door) on the morning of 10/31/2022. I called my finance company, the I called Associates Asset Recovery 9:59 am to see if the had my vehicle after patiently waiting 1 hr and 56 minutes to speak to someone, the young lady did inform me that they did have my vehicle ( she confirmed my home address where it was picked from up which is about 15 mins away from the repo lot in orangeburg SC. and that she closes at 5pm. So I had until then to get my vehicle. She didn't mention that I needed an appointment to pick up my vehicle and that the orangeburg location doesn't release vehicles on certain days (Monday being one of those days they don't release vehicles). Well because I didn't know this until after I called my finance company and paid $1,728 which in $415 is AAR tow fee out of that . The CSR told me she sent over a release form so I can pick up my vehicle on 10-31-2022. They refused to give me my vehicle back on XX-XX-XXXX , one of their CSR is so disrespectful, ghetto and very rude. I had no choice put to pick my vehicle up today XX-XX-XXXX and I was illegally over charged for storage. My paperwork shows 3 different dates on it (not to mention they lied saying they had my vehicle since XX-XX-XXXX) but the cameras in front my house prove other wise!! They tired to charge me for 4 days of storage, but ended up charging me for 2 days worth of storage. Which is still confusing because they literally only had my car for one day XX-XX-XXXX to 11/01/2022 at 9:15 am. I'm seeking a lawyer!!! This isn't my first issue with them. Also they stole my gun as well. My gun was stole out of my ex fiancé Chevrolet equinox on 10/2021. I reported it stolen to the orangeburg county sheriff office as well. It was a pink 9mm sccy with hollow tip bullets in it. This company should be closed!!!! They do very shady business.

  Business response

  12/20/2022

  Business Response /* (1000, 5, 2022/11/10) */ The 2015 JEEP PATRIOT-4 (*****************) was recovered on 10/31/22 at *** ******** ** ******** ** XXXXXX. Our agent verified the VIN, secured the collateral, and transported it to a nearby parking area where he completed his recovery procedure, accidentally marking the incorrect recovery date of 10/29/2022. Once the procedure was completed he transported the collateral to our secure Orangeburg Facility. No damages occurred during the recovery or transport. No breach of the peace occurred during the recovery or transport. Once the vehicle arrived at our Orangeburg Facility the lot manager completed the inventory and storage process. The consumer, ***** ********, contacted Associates Asset Recovery on 10/31/22 to place an appointment. She was advised that the location did not have any availability for that day and they accommodated her for the next business day 11/1/2022. The consumer arrived for her appointment and was given the release documents to verify while the vehicle was made accessible to her. The consumer advised the lot manager that the vehicle was truly recovered on 10/31/2022. The lot manager advised compliance of such and the compliance department investigated the allegations. The investigation concluded that the date was marked in error and her fees were changed to reflect the correct date of recovery (10/31/2022). The lot manager apologized to her and advised her that our agent did not notice that he marked the incorrect recovery date of 10/29/2022. The consumer was not happy with the remediation as she did not understand why she was being charged for two days. The compliance department spoke with the consumer on 11/2/2022 and explained that fees accumulate at midnight and not on a 24 hour rotation, therefore, the two days that she was being charged were correct. ***** ******** was not happy with the facts that were provided. The lot manager acknowledged the error and apologized and corrected the billing. This was an honest mistake. As for a previous repossession experience or a missing firearm, we have no knowledge of such

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company towed my neighbors are, and drove on my property to remove the car, the tow truck dug holes in my property. I contacted the company to ask them to fix my property I have been told someone will come to "fix"my grass. No one has shown up to do anything. I offered to get a quote from a landscaper, No response. Spoke to a Barbara C******* who responds to email she wants to respond to. No financial compensation to fix my yard.

  Business response

  11/16/2022

  Business Response /* (1000, 5, 2022/09/06) */ ******* contacted us in regards to the damages that occurred. She advised us of the damages and we informed her that we would need to investigate. The investigation concluded that the damage occurred adjacent to the property and on city property. The driver manager went to the property and repaired the damages by raking the grass and filled the hole with sand and grass seeds so that the grass can grown once again. As of this time the repairs that the consumer requested have been complete. Please see the attached picture of the fixed damages.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 18th @ approximately 11:45pm I drove myself to the hospital, found out I had double pneumonia and they admitted me for 10 days. I had a loan with TitleMax and the car got repossessed. Some kind of way Aar towing cracked my drive shaft and now my car is undrivable. I picked the car up from the auction where it was been held after paying off loan and put it in drive and it was shaking so bad I could barely hold the steering wheel from all the shaking. I made it home, I was so scared, though! My car was not doing that before it got towed and I want it fixed.

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/07/13) */ In regards to the vehicle damage, we have concluded that the claim has no merit. The recovery agent documented that the vehicle had extensive prior damage to the right side of the vehicle. Our agent utilized the proper procedure to recover and transport the vehicle by attaching to the front as it is a front wheel drive and securing it with straps. The vehicle was delivered to the secure instructed facility per our client. Once the vehicle was delivered AAR responsibility ended.

*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. ↩