American Recovery Service

I am rejecting this response because: it is YOUR job to communicate with your client not mineI'm REALLY tired of repeating myself You are nothing more than a sleazy business thinking you can screw over the consumerDisgusting!!

I am rejecting this response because: I thank you for your prompt response, unfortunately, this is not accurate My first phone call was approxmonths ago from agent [redacted] When she confirmed I was not the person they were looking for, I requested for HER not to call me again, and to take me off the database She confirmed My second phone call was from Agent [redacted] I told her I was not the person and she was my second callerAgain I requested that my name be removed from the database and for her not to call meHer response was that she will not call me but would not take me off the database So that to me that means that at some point I will receive a call from another agent So until somebody takes my name off this database, I will continue to receive callTo me I am being harassedMy understanding is that these agents are doing business as SB Investigation In closing, again I am not the person that they are looking for, why can't my name be removed from the databaseThank you [redacted] ***

Ms [redacted] , I am terribly sorry that you are feeling as though our organization has failed to correspond with you regarding this matterHowever, I show multiple email correspondences between your email address and our claims representativeThose emails contain photos of the claimed damage as well as repair estimate documents through Caliber CollisionPlease feel free to reach out to our claims department at [redacted] or further by email at [redacted] additionally I will ensure that our claims department calls you today for follow up.Regards,

I am rejecting this response because: He told me he was Agent [redacted] doing a investigationHe did not tell me he was a collection agent, he told me that I better tell my employee to call him back or there would be officers at the door waiting for themI then looked up the # he gave me and called him back and told him not to call back that we do not accept personal phone calls for employees and he told me that he could call anytime he wanted that he was a investigatorHe is a collection agent he is not of law enforcement so he better not call the business again for employees and act like he is or we will press charges for harassment and record the conversation so that the officials can press even more charges on him for imposing as a officer or investigatorI am not the first person that he has done this to, you can look his number up online and or his name as agent [redacted] and he does this all day long every day

I am rejecting this response because: Simply discussing what type of business they conduct does not absolve them of their legal responsibility to provide compensation for the damage caused to my vehicleThey claim that they performed an investigation into the damage, but have failed to provide me with any of the documentation which would disprove my claim that the damage to the gear shift and ignition was caused by the towing 'company.' The vehicle was in their possession when the damage occurs, therefore both legally and logically, the da,age was incurred by the tow 'company' hired by this 'business.' They claim to inspect the facilities once a year, but have provided no proof of inspection, no proof of the legitimacy of the tow 'company' no proof of ever having spoken to the tow 'company', no proof of how my vehicle was towed, and no transparency in their entire dealings with me Since there have been other claims filed against this 'business,' it is obvious that the management does not take due diligence in its contracting process in ensuring the safety of both the vehicles and the owners of these vehicles, as threats were made to my safety and the safety of my father, when we picked up my vehicle from this so called 'facility.' My father is a retired veteran of the USMC and USN with over years of serviceNeither my father nor myself would have any reason to lie regarding the damage to my vehicle, especially since we found garbage, damage to the ignition and gear shift, and out belongings having been looked throughThis in itself is illegal on the part of the tow 'company' and this so called 'business.' Furthermore, the tow 'company' did not have the keys to the vehicle, meaning that the garbage and damage could only have been caused by illegal entry in the vehicleFor all we know, this tow 'company' could still have illegal copies of the 'key' made to enter my car, which they could use at any time to steal or otherwise cause further damage to my vehicle Therefore, I am still requesting compensation for the $in da,age made to my vehicle I could have made additional claims regarding lost wages due to time taken off due to the lack of access to my vehicleI am also requesting that the business never make use of the tow 'company' in question(Having read previous complaints made against this 'business,' the management obviously uses their copy and pasted response above as a standard reply to any consumer filing a complaint against them.)

Consumer states: The company has reached out to me and are working to resolve all issues with meIf they do not follow through on their promises I will re-open the case

Thank you for contacting American Recovery Service (ARS) Claims Department We have initiated a claim investigation relative to your concerns ARS strives to provide excellence in our services at all times Our Claims Department evaluates any allegation of impropriety or wrongdoing throughout the repossession process Our purpose is to gather all material facts, any physical evidence, and written statements from all involved parties in order to conduct an independent investigation to determine if any impropriety or wrongdoing took place relative to your claim If possible, ARS will work with the local repossession agency to facilitate a resolution that is acceptable to them and satisfies your interestsWhile the local repossession agency has denied any wrongdoing in this matter, they have agreed to settle this disputed fault claim in the amount of $Instructions have been provided to customer to resolve claim

Again we are sorry that you feel this wayOur intent is to adhere to a standardized practice of which you have been provided the necessary steps for resolutionWe will continue to standby for those steps to be fulfilled in order to process your request.Regards

I'm very sorry that our initial detailed response failed to meet with the customers satisfactionIn reference to this issue, on November 19th at 12:PST our office provided the customer full details of the findings associated with this claim as well as a clear disposition for it's denialShould the customer feel the need to revisit this issue for further clarity please feel free to contact our Claims and Professional Standards Department at ***

We are a nationwide repossession management firmOur team of associates provides complete repossession portfolio management solutions for financial institutions across the nationAs a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other
lenders, ARS/SB does not directly perform any physical repossessionInstead we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent, professional licensed recovery agenciesAs a longstanding professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulationsBy nature, the business of asset recovery can often times be a contentious and emotion filled process through which we strive to bring a calm and professional perspectiveIn accordance with our highly regulated industry, ARS/SB prides itself in ensuring the strictest of confidentiality is maintained when it comes to the identities of our client’s and their customers who have found themselves navigating through the unfortunate process of repossessionThat being said, a review of this issue in our office determined that the complainant Mrs*** received only one call from our office for which a message requesting a return call was leftMrs*** returned that call and identified that she is not the same Mrs*** party to the matter in question. Mrs*** insisted that we cease any further contact with her and that request has been honored.We appreciate and thank you for the opportunity to evaluate our staff and processes and hope that this will serve as an acceptable response to your concerns.Regards,

We are a nationwide repossession management firmOur team of associates provides complete repossession portfolio management solutions for financial institutions across the nationAs a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other
lenders, ARS/** does not directly perform any physical repossessionInstead we make arrangements on behalf of our financial institution clients forrepossession services to be provided by independent, professional licensed recovery agencies. As a longstanding professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well asindustry standards and regulationsBy nature, the business of asset recovery can often times be a contentious and emotion filled process through which we strive to bring a calm and professional perspectiveIn accordance with ourhighly regulated industry, ARS/** prides itself in ensuring the strictest of confidentiality is maintained when it comes to the identities of our client’s and their customers who have found themselves navigating through the unfortunate process of repossessionTherefore in the interest of confidentiality and in accordance with federal regulation we are unable to verify or confirm that the complainant *** *** is a subject of any activities performed by our organizationHowever, we pride ourselves regarding our impeccable regulatory compliance standards and our thorough claims investigation and mitigation processesAgain we appreciate and thank you for the opportunity to evaluate our staff and processes and hope that this will serve as an acceptable response to your concerns

We have reviewed the phone conversation between complainant and employeeThe employee was professional throughout the conversation, complainant was upset and disconnected the phone call. The redemption paperwork was processed in accordance to our company standards

We are a nationwide repossession management firmOur team of associates provides complete repossession portfolio management solutions for financial institutions across the nationAs a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other
lenders, ARS/SB does not directly perform any physical repossessionInstead we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent, professional licensed recovery agenciesAs a longstanding professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulationsBy nature, the business of asset recovery can often times be a contentious and emotion filled process through which we strive to bring a calm and professional perspectiveIn accordance with our highly regulated industry, ARS/SB prides itself in ensuring the strictest of confidentiality is maintained when it comes to the identities of our client’s and their customers who have found themselves navigating through the unfortunate process of repossessionThat being said, a review of our records indicate that this matter was mutually agreed upon and resolved to the customers satisfaction via a signed agreement
Again we appreciate and thank you for the opportunity to evaluate our staff and processes and hope that this will serve as an acceptable response to your concerns
Regards,

The customer submitted his claim June 28th. An investigation was completed July 8th, within the 5-business days quoted. The result of the investigation was that the claim was not approved due to a lack of supporting evidence. The customer was provided with the details that went into the decision not to approve the claim. The customer questioned the decision, and the decision was reiterated in writing on three separate occasions. The customer still continued to question the decision, and the customer was advised that absent any further information, the decision would not be revisited. This was also confirmed in three separate communications to the customer. The customer chose to place dozens of calls to many different company personnel with the intent to annoy and harass them because of his continued disagreement with the decision that was made. The customer was advised that nobody would communicate with him further due to his behavior, and a formal complaint was filed with local law enforcement. The customer has been provided with the information necessary to file a regulatory complaint or pursue this matter further. I would like to also note that a separate claim investigation into the same areas of concern, which was conducted by the local recovery company; also determined that the claim was not valid

We have reached out to complaintant regarding his claim

The customer submitted his claim June 28th. An investigation was completed July 8th, within the 5-business days quoted. The result of the investigation was that the claim was not approved due to a lack of supporting evidence. The customer was provided with the details that went into the decision not to approve the claim. The customer questioned the decision, and the decision was reiterated in writing on three separate occasions. The customer still continued to question the decision, and the customer was advised that absent any further information, the decision would not be revisited. This was also confirmed in three separate communications to the customer. The customer chose to place dozens of calls to many different company personnel with the intent to annoy and harass them because of his continued disagreement with the decision that was made. The customer was advised that nobody would communicate with him further due to his behavior, and a formal complaint was filed with local law enforcement. The customer has been provided with the information necessary to file a regulatory complaint or pursue this matter further. I would like to also note that a separate claim investigation into the same areas of concern, which was conducted by the local recovery company; also determined that the claim was not valid

Good evening we appreciate the correspondence. In researching this issue it was determined that the customer had not yet reached out to our office regarding her concerns associated with this matterIn response to this issue we have now reached out to the customer and instructed
her on how to submit a claim to our office and that we will work with the local agent to mediate their dispute. Please note that her dispute is with the local agent, not ARS, but that we will continue to assist her with her complaint

We are a nationwide repossession management and investigations firmOur team of associates provides complete repossession portfolio management solutions for financial institutions across the nationAs a provider of outsourced repossession management services for banks, credit unions, leasing
companies, and other lenders, ARS/SB does not directly perform any physical repossessionInstead we make arrangements on behalf of our financial institution clients for repossession services to be provided by independent, professional licensed recovery agenciesAs a longstanding professional organization we appreciate the opportunity to evaluate our personnel and processes to ensure that our staff is performing their employment functions in accordance with our identified policies as well as industry standards and regulationsBy nature, the business of asset recovery can often times be a contentious and emotion filled process through which we strive to bring a calm and professional perspectiveIn accordance with our highly regulated industry, ARS and SB Investigations prides itself in ensuring the strictest of confidentiality is maintained when it comes to the identities of our client’s and their customers who have found themselves navigating through the unfortunate process of repossessionI encourage Mrs*** to continue her research into the circumstances surrounding her voicemail calls as we have neither the technology nor the desire to manipulate cell phone or land line phone systems. Additionally, this case was in fact closed out with our office as identified in Mrs***'s compliant and this account is no longer being serviced by our organization.Again we appreciate and thank you for the opportunity to evaluate our staff and processes and hope that this will serve as an acceptable response to your concerns.Regards,

I am rejecting this response because: once the caller knew they made a mistake they should have apologized for the mistake They knew that they dialed a number that was not part of an active case and I went to my legal officer who identified the caller as a scam For such a professional organization you sure don't care how your employee behaved Your reply is very disturbing

Good evening we appreciate the correspondence. In researching this issue it was determined that the customer had not yet reached out to our office regarding her concerns associated with this matterIn response to this issue we have now reached out to the customer and instructed
her on how to submit a claim to our office and that we will work with the local agent to mediate their dispute. Please note that her dispute is with the local agent, not ARS, but that we will continue to assist her with her complaint