Collateral Recovery Solutions, LLC

Initial Business Response / [redacted] (1000, 8, 2016/08/23) */ Contact Name and Title: James P***, GenMgr Contact Phone: [redacted] , x Contact Email: [redacted] @aol.com This vehicle was not picked up from our location [redacted] picked up the vehicle from the auto auction it was transported toThe vehicle left our location on 02/16/We have not repossessed this vehicle nor seen this vehicle againI am unclear as to why a complaint would come in a year and 1/laterIf Mr./Mrs [redacted] would like to discuss this further, they are free to call my direct line @ [redacted] or they can call the main line [redacted] (where I have two receptionists in place) and ask for my extension of

First, your daughter's name was never mentioned To move on from that, again, the office was closed due to the death of company owner's father He passed away @ 1:15pm on 12/23/@ Moses Cone Hospital I'll be glad to provide documentation when necessary The visitation was from 6pm-8pm @ [redacted] located in Burlington,NC, on 12/26/and the funeral was @ 11am on 12/27/@ [redacted] , located in Graham, NC I have no reason to lie to cover anything If I was going to choose to cover the company, I wouldn't do so with a lie concerning the death of an individual The facts are pretty simple The credit union provided us with the home address you provided to them They sent the repo order over on 8/1/and one of your other vehicles was parked at another address in Clayton (an address not provided by the Credit Union) With that being discovered, we came to the conclusion on our own that you were living there, in Clayton, and driving another car and someone else had this car At that time, I do what I do best, and I found out who had the car and where they resided That brings us to the night of the repossession My driver located the vehicle at the address that I provided to him, and your daughter came outside and cleaned HER personal property out of the car, but refused to provide him the key and chose not to remove anything else Any property that was left inside of the cabin of the vehicle would be removed by our lot staff Anything left in the inaccessible trunk, due to your daughters refusal to surrender the key, would take a ride to the auction when the vehicle gets transported That's not theft, that's simply the facts It is recommended that the fine print of an automobile contract be thoroughly read Straw purchases, failing to provide the lien holder with accurate information, etc., it's all there With all of this being said, I think it's pretty clear that we aren't the liar and thief in this case This will be the last response provided regarding this matter Any further correspondence will need to be directed to our office via certified mail from your attorney.Have a Happy New Year!

(The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, you are being very dishonest in a majority of your responseNo threats were communicatedI was threatened by your staff that if I continued to be harsh, she was going to not release my property for another week at our expense, which at that time had been paid IN FULLAnyone would become irate after such commentI contacted the local police department and we were offered a deputy to help us retrieve our vehicle because after being paid in full, you are obligated to return our propertyWe asked numerous times for the 3rd party release, and we were Refused multiple times and told the third party approval had to come from the finance company, which come to find out when we came to retrieve the vehicle, had already been sent, yet my fiancé was told she couldn't discuss any thing because she was not on the releaseWe did not ask you to leave the keys in the carWe had both set of keys in our possessionAs far as my work ethic and my loyalty to my employer, I have a family to supportAnd in order to continue to make the payments on the vehicle you repossessed, I need said job to avoid dealing with your incompetent and rude staff in the futureBut we can't even get a returned phone call from you to the point a complaint has to be filed with the Revdex.com , so it seems poor customer service is a trained behavior within the company

First, due to weather constraints, all lots were closed on Wednesday and some on ThursdaySecond, no one at our company can release any personals without a release from [redacted] That’s their rules, not oursWhen we advise customers of this, and they continue to press the issue, we have no option but to end the call and move onThere are other customers needing assistance and arguing over something out of our control creates long wait timesFinally, there are no additional charges by four companyIf the car is there one day or 10, the charges are the sameThe admin fees are also set and unchanging

Initial Business Response /* (1000, 5, 2016/11/09) */
Mr***' vehicle was repossessed at the request of his lien holder and not merely towedThis occurred on 10/29/To date, Mr*** has not made an appointment to schedule the pick up of his personal effectsIf needed and if Mr
*** has called in to discuss the policies and procedures, we can go back and review the phone recordings to see what he was toldThe fee for personal property pick up is not only for paperwork, but for the cleaning out of the vehicle prior to the transport to the auction and the dry storage of personal propertyMr*** is free to call in and discuss this matter further, but according to the Attorney General's website, if a person believes that their vehicle may be in danger of being repossessed, the individual should clean out the vehicle and call their lien holder to surrender the vehicle back to them on a voluntary basisAgain, if Mr*** wishes to discuss this fee further, he is free to do so Monday-Friday, 9am-5pm EST
Initial Consumer Rebuttal /* (3000, 7, 2016/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, this towing company claims to not work on weekends, yet my vehicle was towed on a weekend in the middle of the nightThe tow truck driver had the vehicle on the lift and was leavingI didn't ask this company to tow my vehicle, so why am I paying to have it cleanedI can retrieve my own property, I don't need their assistanceI have no idea where the truck isI have no idea of the fees associated with getting it backThey only have a hour window to retrieve my belongingsI thought I had days before the truck goes to auction, and now I'm hearing days

Steering wheel covers are attached to the vehicle and stay with the vehicle, just as do aftermarket radios, tires, wheels, and aftermarket floor mats. To date, there is no claim filed on this. Anything taken out of a vehicle is placed in a crate and stored inside the building. The way they are in the crate is the way they were removed from the vehicle. There's never a good solution when someone is already upset at their own situation and having a vehicle repossessed. The response to that is to downgrade the repo company. We are used to it and out of the # of vehicles we repossess on an annual basis, the claims are extremely limited

To avoid any NPPI from being displayed, we will not attached the customer release and personal property release paperwork. Ms*** redeemed her vehicle on 12/12/17. At the time of redemption, all personal property and the vehicle are to be inspected by the debtor prior to signing any
paperwork. Ms*** inspected her belongings and vehicle and left the storage location. Only after leaving the lot did she call and attempt to file an internal complaint. We have uploaded the photos of the vehicle interior showing the cup holders. One distinctly shows a large amount of pennies. If this cup holder was full of $in quarters, surely they would be visible. As in most instances, every debtor that falls 3-months delinquent on their vehicle loan, has expensive sunglasses and wants refunded some or all of what they have to pay (especially if it's close to Christmas and they need money). The releases she signed are a hold harmless from any future claims

Initial Business Response /* (1000, 8, 2016/08/23) */
Contact Name and Title: James P***, GenMgr
Contact Phone: ***, x
Contact Email: ***@aol.com
This vehicle was not picked up from our location*** picked up the vehicle from the auto auction it was transported
toThe vehicle left our location on 02/16/We have not repossessed this vehicle nor seen this vehicle againI am unclear as to why a complaint would come in a year and 1/laterIf Mr./Mrs*** would like to discuss this further, they are free to call my direct line @ *** or they can call the main line *** (where I have two receptionists in place) and ask for my extension of

Initial Business Response /* (1000, 5, 2015/06/25) */
Tue, Jun 23, 3:pm
UAR REDEMPTION RELEASE VIN ***XXXXXX
Above is the time stamp on the email that we received on 6/23/This "gentleman," who verbally abused our lot staff and office staff, was at our lot on 6/23/
demanding we release his vehicleWe could not and would not do so without a releaseHis time frames for when he was there are accurate, but he is mistaken on his time frame for when the release from his finance company was receivedWe do work for his finance company through a 3rd party vendorThey may have had the release, but they had failed or held back from sending it to us until 3:09pmWe did nothing incorrect nor unethical as he allegesHard times or not, the fact that his vehicle was repossessed from a different address than what he had provided to his finance company may the fuel for anger about this situationPlease note, anything he was charged was paid by the finance company and he paid nothing up frontHere's the proof from the vendors email: BILL *** FOR ALL FEES INCLUDING ***

My vehicle has been picked up and is in my posession

First, the $and some change was not paid to the repossession (towing) company*** *** paid that to his finance company to cover their expense in the recoverySecond, all phone calls that either *** *** or his fiance placed to our company are recorded and have been reviewedAt no
point were any of our staff rude or misleading to *** ***To be honest, *** ***, at one point, subtly threatened our assistant managerI currently have saved in my voice mail a message from *** *** apologizing for his outburstsThird, our lot hours are 10am-2pm, Monday - Friday*** *** is the first person in months that has had an issue with our timesMost, if not all, employers will work with the schedule of their employee, if the employee will askIF this request is denied by the employer, the customer simply needs to call the finance company and advise them that they are going to need a 3rd party release form sent to the recovery companyThe 3rd party name is added to the release, the 3rd party comes to the lot and picks up the vehicle, and what they do with the vehicle at that point is their responsibility*** *** was advised of thisThe problem *** *** has/had was that he wanted to send a 3rd party to sign and then have our staff move the vehicle out of the lot for them and place the key in the vehicleWe would not and will not do thatFinally, it is company policy that we do not fax forms to debtors and/or 3rd party'sThis information is too easily capable of ending up in the wrong hands and opening the company up for a lawsuitSurely, someone that is evidently loyal to his employer would understand that*** ***, or any 3rd party he would like to add to the release, is more than welcome to come to our lot and redeem the vehicle, if they haven't already done so*** *** is well aware of our hours and policies

The time I was here was around 12:00-1:I told them about the stuff missing and they claimed that it was everything in the car and I knew for a fact it wasn’t my steering wheel cover was not given to meI also made them aware that stuff was broken in the bucket I had two car chargers and also
had a phone holder that I attatch to the top of my dash bored to hold my phone all of that was brokenWhen I said something about it the guy ignored meI left the broken stuff in the crate they brought to meI am highly disappointed and I would of love to get my stuff myself instead of them throwing it in a bucket like it was trash

I am rejecting this response because:
They are still lyingThe company was not closedI personally spoke to Collateral Recovery personnel and the lady who owns the car lot where they placed my car told me over the phone they were openThe reason she told me they were open is because she wanted to verify that my car was on the lot because the person they (Collateral Recovery) sent to them the day before came before their car had been delivered*** *** told me the charge was $per day (from Collateral Recovery)I'd prefer a base fee so hopefully that is trueHow about the fact that I was denied access to my daughter's car seat? As you can tell by the response from this company, they have on purpose--to collect their feeThey do not care about the perception of their company or about the way they treat human beingsFor the record: the "fee" was put on my car account, so that *** can make interest off of it, so no I can't show "PROOF" that I personally paid Collateral Recovery, but I can show where I had to buy a new car seat because they didn't care enough about the safety of my child to let me gets hers

Just to set the record straight with the Revdex.com, the response to this complaint was sent on 12/19/16. Below is what was sent: This message originally read on 12/19/First, the $and some change was not paid to the repossession (towing) company*** *** paid that to his finance company to cover their expense in the recoverySecond, all phone calls that either *** *** or his fiance placed to our company are recorded and have been reviewedAt no point were any of our staff rude or misleading to *** ***To be honest, *** ***, at one point, subtly threatened our assistant managerI currently have saved in my voice mail a message from *** *** apologizing for his outburstsThird, our lot hours are 10am-2pm, Monday - Friday*** *** is the first person in months that has had an issue with our timesMost, if not all, employers will work with the schedule of their employee, if the employee will askIF this request is denied by the employer, the customer simply needs to call the finance company and advise them that they are going to need a 3rd party release form sent to the recovery companyThe 3rd party name is added to the release, the 3rd party comes to the lot and picks up the vehicle, and what they do with the vehicle at that point is their responsibility*** *** was advised of thisThe problem *** *** has/had was that he wanted to send a 3rd party to sign and then have our staff move the vehicle out of the lot for them and place the key in the vehicleWe would not and will not do thatFinally, it is company policy that we do not fax forms to debtors and/or 3rd party'sThis information is too easily capable of ending up in the wrong hands and opening the company up for a lawsuitSurely, someone that is evidently loyal to his employer would understand that*** ***, or any 3rd party he would like to add to the release, is more than welcome to come to our lot and redeem the vehicle, if they haven't already done so*** *** is well aware of our hours and policies

I am rejecting this response because: No one could answer the phone for me or return my phone call from collateral recovery but the credit union called the same exact number and verified they spoke to someone on the same number each time they calledSo you are saying I am the first repo the credit union has ever had that they do not know which number to give out? What a shameAs stated in my last response, I called your front desk (main number) and no one picked up except time at about 9:30am on 12/27/and then no front line person picked up since then or the extensionYou have only made excuses in all of your responsesAny excuse is better than no excuse, huhI am done respondingYou can respond to my lawyer

Ms. [redacted]'s vehicle was repossessed on 12/18/2017.  The order was sent to our company, from the [redacted], on 08/01/2017.  This vehicle was not in the possession of Ms. [redacted], but was being operated daily by her daughter.  On the evening of the repossession, the daughter cleaned...

out most of the personal effects from the vehicle with the exception of a few items on the interior.  Her daughter refused to surrender the key to the driver which leaves our company no access to the trunk to clean out personals.  The personal effects that are in the vehicle do not even belong to Ms. [redacted], but due to the straw purchase (which is illegal), she is the only one listed on the loan, therefore, the only one that can make an appointment to retrieve personal items.   Now, on to the reason Ms. [redacted] was unable to reach anyone via telephone yesterday.  Our office was closed yesterday, 12/27/17, out of respect of the company owner, and so our staff could attend the funeral of his father.  If Ms. [redacted] would have taken the time over the last 10 days (with the exception of 12/25/17, Christmas Day) to call our office to make the appointment, she wouldn't feel the necessity to file a frivolous law suit.  As is the case, she is an American and has that right.  All of this information is also recorded and our attorney has already been notified of this rare occasion.   If Ms. [redacted] would like to place a call back to our office today, 12/28/2017, our staff is fully capable of handling her requests.  The vehicle is scheduled to leave with the auction today along with the personal items that are in the trunk, as we are unable to access the trunk due to her daughter's refusal to surrender the key to the vehicle.   Have a great day.

First, your daughter's name was never mentioned.  To move on from that, again, the office was closed due to the death of company owner's father.  He passed away @ 1:15pm on 12/23/17 @ Moses Cone Hospital.  I'll be glad to provide documentation when necessary.  The visitation was from 6pm-8pm @ [redacted] located in Burlington,NC, on 12/26/17 and the funeral was @ 11am on 12/27/17 @ [redacted], located in Graham, NC.  I have no reason to lie to cover anything.  If I was going to choose to cover the company, I wouldn't do so with a lie concerning the death of an individual.  The facts are pretty simple.  The credit union provided us with the home address you provided to them.  They sent the repo order over on 8/1/17 and one of your other vehicles was parked at another address in Clayton (an address not provided by the Credit Union).  With that being discovered, we came to the conclusion on our own that you were living there, in Clayton, and driving another car and someone else had this car.  At that time, I do what I do best, and I found out who had the car and where they resided.  That brings us to the night of the repossession.  My driver located the vehicle at the address that I provided to him, and your daughter came outside and cleaned HER personal property out of the car, but refused to provide him the key and chose not to remove anything else.  Any property that was left inside of the cabin of the vehicle would be removed by our lot staff.  Anything left in the inaccessible trunk, due to your daughters refusal to surrender the key, would take a ride to the auction when the vehicle gets transported.  That's not theft, that's simply the facts.  It is recommended that the fine print of an automobile contract be thoroughly read.  Straw purchases, failing to provide the lien holder with accurate information, etc., it's all there.   With all of this being said, I think it's pretty clear that we aren't the liar and thief in this case.  This will be the last response provided regarding this matter.  Any further correspondence will need to be directed to our office via certified mail from your attorney.Have a Happy New Year!

Initial Business Response /* (1000, 5, 2015/11/09) */
Mr. [redacted] does not drive this vehicle. He would not know for sure what was in the vehicle at the time of repossession. Our company viewed video surveillance of the vehicle while it was at the lot, and nothing was removed until the property...

was cleaned out of the vehicle. Nothing was put in the pockets or anywhere else of the lot staff while the vehicle was cleaned. This vehicle was a straw purchase for his son-in-law to drive, and subsequently not pay for. The debtor nor the family members that drive this vehicle notified the lien holder that they had moved and the vehicle was repo'd from an address that we found. Upon speaking to the driver, lot staff, and reviewing the video surveillance, it has been determined that nothing was stolen from this vehicle. The debtor is simply looking for something in return.

First, due to weather constraints, all lots were closed on Wednesday and some on Thursday. Second, no one at our company can release any personals without a release from [redacted]. That’s their rules, not ours. When we advise customers of this, and they continue to press the issue, we have no...

option but to end the call and move on. There are other customers needing assistance and arguing over something out of our control creates long wait times. Finally, there are no additional charges by four company. If the car is there one day or 10, the charges are the same. The admin fees are also set and unchanging.

I am rejecting this response because:
I bought the steering wheel covers and the rubber mats that are in the vehicle. My shades that I also bought are still in the car as well. I am not upset at the fact my car got repossessed, life happens and it’s fine. I have already moved on. I am not taking my anger out on your company, because I don’t care about the fact that it was repossessed. I understand that you guys was just doing your jobs which is fine but I just thought it was not fair for my stuff to be thrown out the car like trash. I felt disrespected to see my things thrown like that in the crate. Think about how you would feel if your valuable things was thrown in a crate and some things was broken. The things that got broken WAS NOT already broken at all I know exactly what was on the car and I know if it was broken or not; it is my property I should know. When I was on the property I let the guy know that they forgot something out my car and he went back and checked and indeed I was correct. He brought it back to me and I thank him for that. He stated the guy probably over looked it and he apologized. All I am saying is y’all did overlook more hints that was in my car and I also felt disrespected when I seen my things in a crate thrown like trash and some of my property damaged. That is all.