American Recovery Service

Review: August 12, 2015 my vehicle was repossessed. Upon vehicle recovery, I noticed that my arm rest console was broken. I immediately went back into the service department to inform them that the console was not broken prior to the repossession of my vehicle. I submitted an in detail claim along with pictures to American Recovery Service on September 1, 2015 summarizing the damages and how the damages may have taken place. Needless to say, the claim was denied and considered as a wear and tear break. I do not feel a through "investigation" was done and no one wants to take responsibility for the repairs of my vehicle. The console was not broken prior to repossession and should have been returned in the condition that it was taken. During the "investigation" I was told that the console was not broken by Automobile Recovery Bureau, the company that was contracted out by ARS, and the employee said he just pushed the button, the thing is, if it was broken; why would a release button need to be pushed if it was already open? Wear and tear is the process of wearing down or breaking down something by regular use. THAT TOP COMPARTMENT WAS RARLY USED! There was no space in it to use for it to wear down.Desired Settlement: The proper resolution would be to take responsibility for the broken console, I would like for the repairs to be made using the estimate of $338.31 that was provided along with my claim. I do not feel a proper investigation was done, it was not wear and tear, it was forced open.

Business

Response:

We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, ARS/** does not directly perform any physical repossession. Instead 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 regulations. By 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 perspective. In 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 repossession. Therefore in the interest of confidentiality and in accordance with federal regulation we are unable to verify or confirm that the complainant [redacted] is a subject of any activities performed by our organization. However, we pride ourselves regarding our impeccable regulatory compliance standards and our thorough claims investigation and mitigation processes. 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.

Business

Response:

Hello,Thank you for your perspective, however per Revdex.com compliant management advisement all responses provided to the Revdex.com are subject to public disclosure and therefore must be considered as possible breaches of FDCPA and GLBA federal guidelines as enforced by the CFPB. That having been said, we have enjoyed a long history of protecting the financial confidentiality of our client's customers and take these directives very seriously. I have of course researched this matter specifically and upon advisement from legal counsel am authorize to represent that all claims investigations are thoroughly reviewed and complainants are properly notified of the outcome. Should any complainant have need to reach back out to our office for direct discussion regarding the final disposition of their claim they are welcome to do so, however I would encourage them to ensure that a final disposition of the claim has in fact been rendered prior to reaching any individual conclusions. Should Mrs. [redacted] desire to reach out to me directly, I can be contacted at [redacted] and will be happy upon verification of personal identify in accordance with federal regulation, to have a civil discussion. Thank you,[redacted]

Consumer

Response:

I have reviewed the response and received a call from my finance company in reference to my concern, and find that this resolution is satisfactory to me.

Review: American Recovery was hired by Capital One to repro my vehicle. I called several times and been placed on hold for long times wo any success. I am military & in need of my personal belongings. after review of other complaints, it's clear I will not be able to get in touch with anyone. my vehicle was taken from odessa mall on sat. I am still trying to get the location of my vehicle to retrieve my belongings. I have receipts and photos, serial numbers of EVERYTHING in my vehicle. being in the military the Aarmy requires us to do so, I'm leaving to return back overseas and I am in need of my passport and belongings.. I have left several messages and called over three times with no luck. I need the location of my vehicle ASAP, there is no need for it be go past three days when I am faithfully trying to contact this company. I pray that someone calls me within the next 48 hrs. I will phone Captial One once again on the issue that iAm having with this company. veh vin last six [redacted]. name is [redacted] or [redacted], so there is no excuse.Desired Settlement: I would like to be notified of the location of where the vehicle is and expect ALL my belongings back from the company or who they hired to repro the vehicle. I will be filing another police report concerning any items missing along with notification of the U.S. GoVt since I am military. It should take this long!!!

Business

Response:

We have reached out to complaintant and provided her with the necessary information to regain personal property from vehicle.

Review: My vehicle was handled by American Recovery Services and the 3rd party they hired to Repo my vehicle damaged it.

My vehicle was damaged on the driver door the repo agent open the vehicle without the key so they made damages to the door and my key no longer works as well. The front hood was written on and I have been leaving messages on X-XXX-XXX-XXXX since 09/23 and no one has taken the time out to call me back to file a claim with this company. I need this matter resolved and I need to speak to someone at this company regarding my damaged vehicle.Desired Settlement: I need for them to repair my vehicle.

Business

Response:

Initial Business Response

Customer left us a message to file a complaint of damages on 9/25. The phone number customer provided was no longer in service, and we had no other way to get in contact with her. We received the Revdex.com complaint with a new phone number, and have left her a message to get a claim started.

Final Business Response

We were able to speak with customer 10/7. Customer is to submit their claim packet for review.

Business Response

After review of customers complaint, we determined the key issue was not related to the tow. We did offer to pay for the door damage, which customer accepted.

Consumer Response

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

Review: American Recovery Service has extremely poor customer service. I waited 49 minutes for someone to come on the line only to get an attitude when I asked about my release papers that they had since 1230 that afternoon (I called at 6PM for the fourth time that day. I had tried yo call previously multiple times but was on hold for over 30 minutes each time and I had to get back to work) seems as if they take their time processing the paperwork to be able to charge extra days. Now my car has to sit over the weekend accruing more fees because they are not open on the weekend and are only open during MOST PEOPLE working hours 8-4.Desired Settlement: I would like a refund of the days my car had to sit in a towing lot for no reason over the weekend. When I made great effort to make my payment ad early as possible to avoid what happened

Business

Response:

We have reviewed the phone conversation between complainant and employee. The 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.

Review: I filed a claim and it was denied. Although I provided every piece of documentation asked for. No investigation was done to back up the denial.

My car was repossed and when it was returned to me most of my personal belongings were gone along with mechanical and physical damage to the car. I provided ARS every single piece of information they asked for including the police report number, an itemized list of what was missing, estimates for items over $20, an estimate for the mechanical repair (direclty from the dealer). When they denied my claim I asked them some quetions. Questions that they had no answers for. The police report was never acquired by ARS, the pictures that were "supposedly" taken by the tow driver have never surfaced, I was now told that I needed receipts when origanally I was told I didn't. I was also told that an item that was on my car could not be removed-but it is no longer there. Mr. [redacted] is the individual I spoke with and during our conversations MANY of his facts were wrong or the information changed. First he told me that the car was TOWED by a tow truck, when I have three witnesses saying it was loaded on a flat bed truck. I was told that the car was locked, which it wasn't. I was told that there was nothing in the car when it was taken, but when the car was returned there were items that were directly related to the items that were missing. Some examples would be: empty CD cases (CD's were in the player-which was emptied), eyeglass case (prescription sun glasses were in the case but only the case was left), the bracket that holds the GPS on the window was on the floor, but the GPS was gone. I was told there was NOTHING in the car, so I'm wondering where all those items came from. I am missing approximately 20 CD's, which I listed, my glasses, my GPS, a bottle of wine, an antenna topper (that I was told coudln't be removed) and various other items.

When I questioned Mr. [redacted] about the decision, he made excuses. First he told me that he didn't even inquire about the police report because, "they wouldn't give it to me anyway". When asked about the credibility of the tow company that was used he told me that "they have a clean record", although he never researched them in Wisconsin were I live. The company has a pending lawsuit in small claims court. When asked about the pictures that the tow driver took-they have never been seen. The stories that Mr. [redacted] have told me don't match. He didn't even know what kind of truck removed my car from my driveway. I have copies of everything that I sent to ARS and am more than willing to provide them to you.Desired Settlement: I want a cash settlement. Not only for my personal belongings (that were never there-according to them), but for the mechanical and physical damage to the car. At first I was ok if the settlement didn't include the mechanical repairs, but after numerous email to the company I am disgusted with the lack of communication on there part. Just today I have sent three emails and have not heard back. I am not even asking for the cost of fixing the physical damage that was caused. If I am correct, the total of the claim is around $2000.(not including the physical damage being repaired)

Thank you.

Business

Response:

Initial Business Response

Customer accepted our settlement offer and a check was issued. Claim is closed.

Final Consumer Response

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

Review: My CVT transmission on my 2011 [redacted] Rogue failed and as a result I fell behind on my payments to [redacted]. After realizing that it was way too expensive to purchase a brand new transmission on April 14th 2016 at 8am, I contacted [redacted] to surrender my vehicle. I even email and spoke with the President's office to inform them that my vehicle was located at Hendrick Pre-Owned at [redacted] in the Auto park in the back along the side of that building. By 1030 I received a call from SB investigators [redacted] referencing file number [redacted] stating they need a return call. However, after numerous return phone calls, I'm not allowed to speak with a live individual, only going to voice mail. So, I call [redacted] to complain, and inquire why is an investigator calling me when I surrendered the vehicle, the reply was well they can't find the vehicle. What? Why not, the vehicle is parked there in plain sight. I asked for them to contact a local towing company to just go get the car. At that time I am told that SB investigator's will no longer be on the case, they closed their case and will put another department on the case. However, SB investigator's have called my neighbor's asking about myself and my husband which is harassment, does not keep the peace in terms of North Carolina Law and they have illegally some how rerouted my voicemail calls to go to their voicemail, their office instead of going to my voicemail. I've contacted my mobile provider about this as well and I will also be filing a complaint with the North Carolina Department of Justice because I believe that is a Federal charge messing with persons cellular phones without a court order to do so.Desired Settlement: I want Revdex.com to forward my complaints to any governing agency to investigate their illegal practices. I want no further contacts at all by any member's of this business, no calls, no neighbor's being called, nothing at all.

Business

Response:

We are a nationwide repossession management and investigations firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, ARS/SB does not directly perform any physical repossession. Instead we make arrangements on behalf of our financial institution clients for repossession 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 as industry standards and regulations. By 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 perspective. In 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 repossession. I encourage Mrs. [redacted] 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. [redacted]'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,

Consumer

Response:

I am rejecting this response because:the investigator's that worked for this company did not keep the peace by talking to my neighbor's, and family stating personal information regarding my car loan; parked their cars in my cul-de-sac; and in front of my neighbor's house watching my home for hours, parking at my brother in laws place of employment; following me around and parking right in front of my vehicle at the grocery store etc. The investigator's never at any point in time made any contact with me either in person or via telephone or email to request information regarding the location of the vehicle which was in the shop because the CVT transmission failed and no longer worked. When you treat people with dignity and respect 9 times out of 10 you will be meet with respect. [redacted] has documentation that for some strange reason my calls were forwarded to this business' phone number. My request is to no longer have any communications with this company.

Review: I would like to start by stating I do understand the nature of what this business does. My complaint is that they have excessive amounts of wait time for people who are calling in and that their customer service reps are very rude.I believe based on my experience that this company intentially has long wait times and gives the run around to enable them to be able to intentially run out of time for the day for people who actually do make the payment for their vehicle to have sufficent time to go to the place that it is located and pick it up. Between hours spent on the phone on hold, to the initial 2-4 hour wait for them to process an email with the release of the vehicle information. At that point they have you call another company that actually did the repossession but also does not have the vehicle. This 2nd company also states that there is a 2-4 hour wait time on their end and then that company also doesn't have the vehicle so you are referred to call another company to setup a time to pick up the vehicle. By the time you get a direct answer from the company that actually has your property it could very well be beyond their business hours which in turn allows them to collect more fees for having your vehicle.I believe this is very shady and it is their intent to be able to have people have to pay more money then what needs to be.In my situation my payment was made at 10am this morning and I currently still have no idea where my vehicle is being kept or how much they are going to charge me because of course, conviently they aren't able to tell me that information and I will need to call back again.Desired Settlement: If I am unable to obtain my vehicle by the end of today it will have to remain in the "phantom" companys lot until Monday incurring more fees. I believe that I should not be responsible for this and that the [redacted] Company, Inc should be responsible for those fees as it was their delay in processing and their process of passing me off to several different agencies that would have caused this.

Business

Response:

We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, ARS/SB does not directly perform any physical repossession. Instead 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 as industry standards and regulations. By 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 perspective. In 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 repossession. Therefore in the interest of confidentiality and in accordance with federal regulation we are unable to verify or confirm that the complainant, Tammy Corriea, is a subject of any activities performed by our organization. However, we do pride ourselves regarding our impeccable regulatory compliance standards and customer service as we make every effort to ensure that all of our clients valued customers are treated expeditiously and in a professional manner. 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.

Review: I received a phone call from this company from a [redacted]. He was asking numbers of questions about my xhusband's new girlfriends number and address on collecting on a motor cycle debt. I informed him the current information I had then he started telling me I was rude because I called him young man. I stated You sound young, he said well you sound old. This type of nonsense is not what I need to deal with from these collection kids. I have issues getting child support so I'm not to concerned about a bike, which I told him. Then he started to harass me about me going to court losing everything. I called back to speak to a supervisor, the same young man answered and stated there is no supervisor. I asked who the person who signs the checks is that I could talk to, again no one. I then asked for an address and he said he didn't know it. This company is manned by young rude people who think they can harass. I would like this noted to continue their F rating and standing with the Revdex.com. Thank you.Desired Settlement: I want them to not contact me.

Business

Response:

Noted on 6/10/2014 and fully enforced on 6/11/2014 this is now a cease and desist account. There will no longer be any phone correspondence with this party from our agency.

Review: They are harassing me on a car(2009 Honda) that I did not pur[redacted]d or ever ownedDesired Settlement: Take my info out of database and stop calling

Business

Response:

We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, ARS/SB does not directly perform any physical repossession. Instead we make arrangements on behalf of our financial institution clients for repossession 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 as industry standards and regulations. By 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 perspective. In 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 repossession. That being said, a review of this issue in our office determined that the complainant Mrs. [redacted] received only one call from our office for which a message requesting a return call was left. Mrs. [redacted] returned that call and identified that she is not the same Mrs. [redacted] party to the matter in question. Mrs. [redacted] 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,

Consumer

Response:

I am rejecting this response because: I thank you for your prompt response, unfortunately, this is not accurate. My first phone call was approx. 6 months 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 caller. Again I requested that my name be removed from the database and for her not to call me. Her 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 call. To me I am being harassed. My 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 database. Thank you [redacted]

Business

Response:

Thank you Mrs. G[redacted], Unfortunately these assignments will often rotate between companies that perform similar locate work as our organization and therefore we have no control over calls that may have taken place prior to having been placed with our office. The database that you are referring to is not a system that our office controls but rather a series of databases that locate servicing organizations utilize to assist in making contact with "right parties". I have reviewed the recorded call between our associate and you and have confirmed that the information she provided you was both accurate and professional. We apologize for the confusion and can assure you that no further contact attempts will be made from our organization. With regard to curbing future identify confusion issues I would suggest you research the matter through online resources such as [redacted] which guides you through each step of the recovery process. It’s a one-stop resource managed by the [redacted], the nation’s consumer protection agency. Please understand that our company has no ability to resolve those sorts of issues for you and that there is no "list" for us to remove you from outside of our own internal database, which has been done.Best regards and I truly hope that you find this information to be helpful.

Review: Refund the amount I paid for the damage they did

$938.08

On January 31, 2013 two individuals from Intercept Recovery Service, enter my property without my authorization, I was inside my house when I heard a big noise, I approached to the driver who was inside the towing vehicle and knocked his tinted window, the driver came out of the truck and with a very low profiled told me that they are taking my vehicle, I replay that I understand the circumstances, but at the same time I asked why they do not nock my house from door, he replay I do not need to knock any door we came to take your vehicle, I replay and asked to please let me pull my personal belongs from the vehicle, the driver said that he will let me take my personal belongs if I give him the vehicle keys, I replay ok no problem, and I gave him my keys, but I state that I will call the police, I called the police and I opened the two front door of the vehicle, to start take my personal belongs, they got inside the truck, and in high speed they drag the vehicle over my front yard, with the electronic vehicle emergency brake on all the way to the end of my block, I when to the end of the block to ask why they do it, and that was an unnecessary to do what they are doing because I been very cooperative, at that time my wife was approaching the house from her work, and notice that the two individuals has very low profiled and she recommended to way for the police, the two individuals left the scene. The Police arrive later and asked all the circumstances, and replay if you give the keys they should let you take the personal belongs.

Next day I contacted Intercept Recovery, and a person the name [redacted] answered stating he will call me back, he never call back after several phone calls from me.

The day of the release the same person ([redacted]), state that before he bring the car I must sign two documents, I replay I need to see the vehicle, I he state if you do no sign the documents I will not bring your car, I sing the documents, he bring the vehicle, and I call the Police department and they dispatch an Police officer

Damage to the vehicle, Both rear tire (Both rear tire have Flat Spot

Underbody Shield and Gravel Shield Damage.

All personal belong missing including the License Plates and plate sticker starting February 13, 2013 to January 2014.

3 pair of sunglasses, some Apple accessories from my work, a new Mobil sin card, tire press ion kit, apple IPod audio car cableDesired Settlement: $938.08 total cost of the damage repair

Business

Response:

Business' Initial Response

Mr. [redacted] contacted our office in regards to a complaint about a third party tow company we contracted. Mr. [redacted] advised his vehicle sustained damages during tow and he was missing some personal belongings. After review of his claim, we offered a partial settlement, however Mr. [redacted] did not accept our offer.

Review: Agent [redacted] at ###-###-#### calls on 8/22/14 afternoon tries to act like he is a federal agent or police officer wanting a employee information I told him no and he told me I better give him the number or he will have officers at his door waiting for my employee. I then looked up the phone number and found out who they are so I called Agent [redacted] back on 8/22/14 at about 2:45pm and informed him not to call here again as this is a place of business and employees do not get personal calls and that I would not pass along any messages for a collection agent and he tells me that he isn't a collection agent that he is a investigator and has every right to call me when he wants and he will continue to call. I informed him that if he continues to call I will have my attorney contact his office and file formal charges of harassment.Desired Settlement: I want Agent [redacted] to send a letter stating that him or anyone from his office will never call [redacted]. which is a place of business again in the attempt to collect anything from anyone or SB Investigations will pay a fine in the maximum amount allowable in the state of Nebraska's for harassment payable to myself for my time having to keep records of calls & having to deal with anyone from his company falsely trying to get information about employees

Business

Response:

Investigator [redacted] (not Agent [redacted]) clearly disclosed that he is not a law enforcement officer or collector; he contacted the complainant to get in touch with a person in regard to a private investigation. The file has since been closed, but no improper communication took place in any event. The complainant was not cooperative or forthcoming during the limited communications that took place, which likely contributed to any inconvenience they experienced.

Consumer

Response:

I am rejecting this response because:

He told me he was Agent [redacted] doing a investigation. He 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 them. I 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 investigator. He 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 investigator. I 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.

Review: Request that company update their automation system. I was calling to confirm a receipt of payment and the receipt of a fax. I called the ###-###-#### number at 4:30 PM (Arizona Time) and was prompted to press 4. I waited on the phone for 30 minutes. The entire time I was on the phone the automation system said, "sorry for your wait, a customer service representative will be with you shortly." I eventually hung up and called back and this time pressed zero, which is not an option, but I figured I would reach a rep. I did speak with someone within two minutes and they were able to let me know that a payment was received but was not processed yet, and that the office I was trying to reach (prompt 4) was closed. My chief concern is that the office hours were not addressed with the automation system they have in place, nor was the option for pressing zero given. My advice would be to let all consumers know, prior to the automation system prompting for a directory, that office hours be stated in advance. As a consumer and an active duty Service Member this is a complete waste of my time and I feel like my time was robbed. This is a trying time for my family and I was anxious to get this resolved quickly. I just wish they would make their phone system a little more friendlier to the consumer. Also their website does not state office hours.Desired Settlement: My phone is prepaid and I ran through 10% of my minutes waiting. 10% of a $35.00/ plan is $3.50. I request that 3.00 be given back to me as I was comfortable in waiting 10 minutes or so. I will also accept an apology in lieu of payment, but what I really want is a written promise to update their phone system in the future.

Business

Response:

We strive to provide excellent customer service, and apologize if customer was kept on hold longer than expected. We will internally review our operational process to prevent delays of this nature.

Can't get one live person on the phone!!!!!!!! My vehicle has been gone 3 days, website useless, never did recognize my vehicle vin in order for me to find out who they even contracted out to. Only way I found it is my own research. I have paid my debt and still

can not recover my vehicle due to lack of any customer service at all. You issue same crappy response to every complaint but you in fact are completely responsible for the release of my vehicle. I handled my business!!! Please handle Yours!! Update your system and get some live bodies. 2 days before Christmas not to mention.

Review: I have called and tried more than 10 times to get in contact with someone at this company and each time had to wait approximately 20-30 minutes with no one ever picking up their phone. I have been trying for two weeks to find out where my car was towed to in order to get my clothes for job interviews (two of which I had to cancel due to my suits being in my car), etc. I am at a loss as to what to do or how to find where my car was taken to.Desired Settlement: 1) contact the company that has my car and have them call me.2) pay for any and all associated storage fees for my items stored at the aforementioned lot.

Business

Response:

Customer has been contacted and provided with the necessary information to obtain personal belongings.

Review: Hello,I received a phone call from SB Investigations from a "[redacted]" with an attached case number #[redacted] with a return number of ###-###-#### about an issue with a [redacted] to which we do not own and they didn't even have my correct social security number. They didn't want to give my full name to me either. It seemed really fishy and very fraudulent. I wanted to process this through you first.Desired Settlement: I want whoever this is to contact my work and apoligize to them for making the call since my employer is now concerned.

Business

Response:

We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, ARS/SB does not directly perform any physical repossession. Instead we make arrangements on behalf of our financial institution clients for repossession 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 as industry standards and regulations. By 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 perspective. In 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 repossession. Therefore in the interest of confidentiality we are unable to verify or confirm that the complainant Diana Steinbach was the intended recipient of the attempted communication outlined within her complaint. While we appreciate the concerns expressed by Steinbach, her outline of the call identified that the caller was researching a specific vehicle of which she does not own, in addition her SSN failed to meet the verification requirements needed to further the discussion. In this instance it would have been inappropriate for the caller to continue their dialogue. In short it would appear that the caller, in an attempt to locate a customer, inadvertently phoned Steinbach in an instance that amounts to nothing further than a wrong phone number. 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.

Consumer

Response:

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.

Review: My car was damaged by a tow company that was hired by American recovery and im getting no answers as to them fixing my car. Its been almost a month now with my car damaged. Ive done everything they asked me to do.Desired Settlement: I just want my car fixed nothing more nothing less...

Business

Response:

We have reached out to complaintant regarding his claim.

Consumer

Response:

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

Review: I am disgusted and appauled that this company is even accredited by the Revdex.com. I have been having an issue with this company regarding (a) stolen property (b) refunding my CASH that was fraudulently obtained. I spoke with [redacted]-supposedly Vice President of professional standards and he stated "it happened." They refused to give me my cash back which I have waited over two weeks for. He wanted to send me a check. Well I cannot cash a check because their towing company stole my drivers license and that is not how I paid them. I paid cash (which they were not supposed to take from me in the first place). [redacted] was supposed to send me a claim form, I have yet to receive it. [redacted] was extremely rude and refused to help me. He also threatened to hang up on me and then did. Not once did I curse at him or state anything threatening. He treated me as if it were my fault the company stole my items and my money. I have been more than patient with this company. The level of service [redacted] provided was terrible. Funny part is all the employees under him that I spoke with provided world class service. I think I have been more than patient with this company waiting over two weeks for money that should not have been taken from me.Desired Settlement: I would like my CASH in my hand as it should have been two weeks ago. I do not want [redacted] to contact me, as I have no time for someone who already refused to assist me. I would like all of my stolen items replaced, and the claim form that [redacted] did not email me. I would also like an apology from [redacted]. He behaved in an unethical unprofessional manner. I am still puzzled on how he got his position.

Business

Response:

We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, ARS/SB does not directly perform any physical repossession. Instead we make arrangements on behalf of our financial institution clients for repossession 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 as industry standards and regulations. By 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 perspective. In 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 repossession. Therefore in the interest of confidentiality we are unable to verify or confirm that the complainant, [redacted] is a subject of any activities performed by our organization. However, we pride ourselves regarding our impeccable regulatory compliance standards. We have sought to ensure that our claims process is a thorough and fair one that represents the just treatment of anyone requiring it's services. As is standard through any claims process, in the event that a monetary transaction is determined to be required it would be conducted via standard business/banking means and not through the use of cash transactions. 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.

Review: This company called me on November 26, 2014 @ 4:21 pm Eastern Time. I understand they have a job to do but his call was total harassment. He out right called me a lier several times, he continued on for several minutes. This type of HARASSMENT is unacceptable. Before they call accussing people of things they should be accountable for doing more research. Everyone should be accountable for paying their debt but out right calling an innocent person and acting that was is totally wrong they sould not be able to harass!!!!!Desired Settlement: I deserve an apology! and that man sould LOSE his job due to the fact he did not do enough research to begin with!!!

Business

Response:

Complaint has been addressed with complaintant.

Consumer

Response:

I received a response from the company they said the would look into my complaint. I would just hope that nobody else is treated the way I was treated. Thank you very much for looking into to this for me.Sincerely,[redacted]

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: caller calls and harasses uses foul language says he is going to call my whole family and tell them what a worthless piece of crap I am. I told him I had an agreement with the original debtor. will disguise his phone number as friends/family/work. Calls my work even when asked not to. calls friends and family 10+ times a day. will make multiple back to back calls even when told about the agreement and that they are harassing meDesired Settlement: quit calling and honor the agreement I have with the debtor

Business

Response:

We are a nationwide repossession management firm. Our team of associates provides complete repossession portfolio management solutions for financial institutions across the nation. As a provider of outsourced repossession management services for banks, credit unions, leasing companies, and other lenders, ARS/SB does not directly perform any physical repossession. Instead we make arrangements on behalf of our financial institution clients for repossession 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 as industry standards and regulations. By 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 perspective. In 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 repossession. Therefore in the interest of confidentiality and in accordance with federal regulation we are unable to verify or confirm that the complainant [redacted] is a subject of any activities performed by our organization. However, we pride ourselves regarding our impeccable regulatory compliance standards. 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.

Review: My vehicle was repoe'd and I paid the lien amount to get it back and The person I spoke to said I would receive a call within 30 minutes from the tow company to go get my car and I never received said call and that was at 3pm on Friday 2/21/15 and I kept calling and calling and got no answer as to why a car I paid for was still in there possession. Now I can even get my car until Monday WHICH I HAVE TO WORK AND HAVE NO WAY OF GETTING THERE and MY HUSBAND NEEDS TO SEE A DOCTOR BUT WE CANT DO THAT EITHER. American Recovery Services is shady and keeping my car over the weekend to continue obtaining fees, any and all fees incurred after 2/20/2015 will NOT BE my responsibility, if they would have done there job like they should I would already have my car back, I held up my end of the deal and they need to do the same.Desired Settlement: I'd like my car back ASAP and the fees charged as of 2/20/15 will NOT be my responsibility.

Business

Response:

OUR RESPONSE:Complaint ID #: [redacted]Response: 2/23/2015Respondent: [redacted] SVP Corporate Compliance We are a nationwide repossession management firm. Our teamof associates provides complete repossession portfolio management solutions forfinancial institutions across the nation. As a provider of outsourcedrepossession management services for banks, credit unions, leasing companies,and other lenders, ARS/SB does not directly perform any physical repossession.Instead we make arrangements on behalf of our financial institution clients forrepossession services to be provided by independent, professionally licensedrecovery agencies. As a longstanding professional organization we appreciatethe opportunity to evaluate our personnel and processes to ensure that ourstaff is performing their employment functions in accordance with ouridentified policies as well as industry standards and regulations. By nature,the business of asset recovery can often times be a contentious and emotionfilled process through which we strive to bring a calm and professionalperspective. In accordance with our highly regulated industry, ARS/SB pridesitself in ensuring the strictest of confidentiality is maintained when it comesto the identities of our client’s and their customers who have found themselvesnavigating through the unfortunate process of repossession. Therefore in theinterest of confidentiality and in accordance with federal regulation we areunable to verify or confirm that the complainant [redacted] is a subjectof any activities performed by our organization. That having been said, theprocess identified by the complainant appears to be consistent is that of arepossessed vehicle redemption. This process is often times complicated duringafterhours and weekend limitations of each specific recovery agent lotlocation. Additionally, prior to a vehicle being arbitrarily returned to anycustomer a detailed verification process must be completed by and the releasemust be confirmed by our clients. We pride ourselves regarding our regulatorycompliance standards. Again we appreciate and thank you for the opportunity toevaluate our staff and processes and hope that this will serve as an acceptableresponse to your concerns.