B & B Recovery

On April 17, 2014 my 2006 [redacted] was repossess by B & B Recovery. When I contacted my [redacted] (Company name my Car loan was with) to obtain information in regards to what is require to get my car back. The amount [redacted] quoted me included the reminder balance of my car loan with them and recovery fee. After I paid [redacted] $1606.61 thru [redacted] on April 17, 2014 I was giving a number to contact[redacted] (#XXX-XXX-XXXX) to obtain information of the company that had my car.[redacted] quoted me $275.00 would be the amount I had to pay to retrieve my car back from B & B Recovery. Once I contacted B & B Recovery on April 18, 2014 I spoke with a lady name[redacted] who was [redacted], the rudest person I have ever spoken with in my entire life. I told[redacted] I was calling trying to retrieve my car back today.[redacted] didnt get any information from me she replied, your car is scheduled to be picked up by[redacted] to be auction off, and I cannot stop[redacted] from taking your car. So I ask[redacted] how much was needed for me to retrieve my car back and can I pick my car up today.[redacted] replies we do not open up until 10:30 and I would need to call her back at 10:30 and she hung the phone up. 10:30 approach and I waited until 10:40 to call[redacted] back. When I spoke with[redacted] she told me that I would have to call back within 15-20 minutes. She just walk thru the door and is waiting for her computers to come up. I ask[redacted] that when I call her back will she be able to assist me then and she stated yes. So doing this time Im contacting[redacted] because I believe either they or B & B Recovery is giving me the run around about my car after making a payment of $1606.61 to[redacted] assures me that I would be able to receive my car back, and couldnt explain B & B Recovery behavior towards me. I call B & B Recovery back at 10:45 and spoke with[redacted] again, who then quote me a different price from which[redacted] quoted me earlier to retrieve my car back.[redacted] then told me I had to schedule an appointment, but she provided me with an appointment time didnt ask me what time would I prefer just simply told me to come at 1:00. Once I arrived at B & B Recovery.[redacted] was so rude to me she was yelling at me like I was a child, and her behavior was very hostile towards me. I paid[redacted] the fee she quoted me $375.00, and was given a receipt I went out to get my vehicle. B & B Recovery parking lot is a gravel lot. After I left I receive a call from[redacted] at B & B Recovery accusing me of damaging other cars when I drove off. She stated that I and my husband (who drove me thru there) drove off so fast that dust and rocks hit the other cars and if I damage any of those cars she will sue me. I told her we didnt not intentionally drove off fast in her lot and to stop calling me.Desired SettlementFor Revdex.com to list B & B Recovery bad customer services so other companies and etc. can be made aware of my experience before they conducted business with this vendor.Business Response In response to Mrs.[redacted]'s complaint. Mrs.[redacted] called the after hours number and spoke with [redacted] she was told to call back after 10:30 when the storage lot opens. A gentleman claiming to be Mrs.[redacted]'s husband called back twice before 10:30 Cursing and being very rude. He was told to have his wife call after 10:30. B & B does not work directly for [redacted] we are contracted by a company called [redacted] which Mrs.[redacted] was aware of and she was told the release paperwork had to be processed by both companies before it would be emailed to us. When Mrs.[redacted] called and spoke with [redacted] (not [redacted]) after we opened she was told as soon as we had the paperwork we could give her a appointment and give her the details of what she would need to bring we also told her that her car was on transport release for that day and she would need to call her finance company to have them put it on hold. (the finance company sets up transport arrangements and we are not allowed to hold a car from transport without the finance companies approval). Mrs.[redacted]'s husband called back and stated he was not waiting on a appointment he had paid the finance company and he wanted the car. We explained his name was not on our paperwork and we would call Mrs.[redacted] when the paperwork was emailed. We were not giving anyone the run around this process takes time and she was not happy about having to wait. We are not sure who Mrs.[redacted] is referring to as rude since she spoke to [redacted] before we opened and [redacted] after the storage lot opened but we are sure her husband calling was some of the problem. We called the debtor when the paperwork came in and she was told she was the only person that could sign to release the car and she would need a valid ID and $275.00. She was also told that if her husband came with her and started any trouble he would be ask to leave. Mrs.[redacted] came for her appointment and her husband was in our parking lot making remarks so loud that we had to send a employee out for security purposes. Mrs.[redacted] signed her release papers which contain a section for her to write the amount of money ($275.00) she gave us and to sign in that section. She was also giving a hand written receipt for $275.00. We can provide copies if needed but can not upload these due to personal information contained in this paperwork. We are not sure why she is stating she gave us $375.00. The amount on our paperwork is filled in by her and signed by her and we have the yellow copy of the receipt we wrote. Mrs.[redacted] was giving this appointment time because she had been calling all morning and it was the first available. We give appointments every 30 minutes from 10:30 till 3:30 and we are sorry if this was not the time she wanted but she did not ask if we had any other times available and since she had been waiting we gave her the first available. We reviewed the security cameras While Mrs.[redacted] was in our office she was polite and no negative remarks were made by her or [redacted]. Mrs.[redacted] went to the parking lot to leave in the car they came to the appointment in and her husband left in the released car. As he left he threw rocks all over the other cars in the parking lot. [redacted] called Mrs.[redacted] one time and told her what he had done and ask her if she wanted to come back and inspect the cars with us. (This was all recorded on our security cameras) A couple of minutes later her husband called and apologize and state that he did not mean to throw rocks. We inspected the cars and there was no damage. We filed this release away and did not think anything else about this until we read this complaint.We would like to explain that we are not sure who she was referring to as rude since she talked to two different people one that was only an after hours person and does not have answers before the office opens and the other that has no control on how long the process takes to get the release paperwork. But we opened at 10:30 and she had an appointment and was at our office picking up her car in 2 1/2 hours and we are located in [redacted] MS and she drove there from[redacted] TN in this amount of time. If needed we can ask the finance Company for approval to provide copies of the paperwork to the Revdex.com and the receipt for $275.00 signed by Mrs.[redacted]. It was not our intentions to make Mrs.[redacted] feel as she was getting the run around or being delayed from picking up her car, but we have rules and guide line we must follow for the safety of the debtor and our employees.