L&K Recovery

This letter is in response to complaint # [redacted] that was submitted to your office on 1/2/The customer [redacted] is stating that he was not able to redeem his vehicle on the same day he paid past due payments to his finance company ***Although it is unfortunate that Mr [redacted] had his vehicle repossessed just before the holiday We do not feel that L&K is at fault in regards to the redemption time frame or the redemption fees for Mr***Most businesses will have adjusted holiday hours at Christmas and New Years L&K's regular business hours for redemptions are Mon - Fri 10am - 4pm We have an adjusted schedule for holidays We are open 1/day before Christmas and New Years to allow our employees to spend time with their families We were open a 1/day on 12/29/but we did not receive a release authorization for Mr [redacted] to redeem his vehicle on that day We did not receive the release until 1/2/Our redemption fees are based on calendar daysIn most cases our clients will regulate fees to be collected For this particular account PAR is our client [redacted] which is Mr***'s finance company is Par's client We did not receive a redemption authorization from PAR until 1/2/at 6:44amThe following activity history is recorded in our operating system The document uploaded at 6:44am is the redemption releaseWe do not schedule appointments until we have the hard copy redemption document in hand When Mr [redacted] called our office on 1/2/we verified that we had the release and scheduled an appointment for him to redeem his vehicle the same day On the release from our client PAR, they instruct us to collect an admin fee and storage fees We did not collect any additional feesOur redemption process is to verify we have a release from our client, follow instructions listed on the release and schedule a time for the customer to redeem as quickly as possible This is what we did for Mr*** We understand the redemption process can be stressful for customers We try to make the process as easy as possible for them but we do have restrictions and compliance procedures we need to follow Unfortunately some customers are not always patient with the process We do try our bestThank you,Chris L [redacted]

This letter is in response to complaint # [redacted] that was submitted to your office on 1/2/18. The customer [redacted] is stating that he was not able to redeem his vehicle on the same day he paid past due payments to his finance company [redacted]. Although it is unfortunate that Mr. [redacted] had his vehicle...

repossessed just before the holiday.  We do not feel that L&K is at fault in regards to the redemption time frame or the redemption fees for Mr. [redacted]. Most businesses will have adjusted holiday hours at Christmas and New Years.  L&K's regular business hours for redemptions are Mon - Fri 10am - 4pm.  We have an adjusted schedule for holidays.  We are open 1/2 day before Christmas and New Years to allow our employees to spend time with their families.  We were open a 1/2 day on 12/29/17 but we did not receive a release authorization for Mr. [redacted] to redeem his vehicle on that day.  We did not receive the release until 1/2/18. Our redemption fees are based on calendar days. In most cases our clients will regulate fees to be collected.  For this particular account PAR is our client.  [redacted] which is Mr. [redacted]'s finance company is Par's client.  We did not receive a redemption authorization from PAR until 1/2/18 at 6:44am. The following activity history is recorded in our operating system.  The document uploaded at 6:44am is the redemption release. We do not schedule appointments until we have the hard copy redemption document in hand.  When Mr. [redacted] called our office on 1/2/18 we verified that we had the release and scheduled an appointment for him to redeem his vehicle the same day.   On the release from our client PAR, they instruct us to collect an admin fee and storage fees.  We did not collect any additional fees. Our normal redemption process is to verify we have a release from our client, follow instructions listed on the release and schedule a time for the customer to redeem as quickly as possible.   This is what we did for Mr. [redacted].  We understand the redemption process can be stressful for customers.  We try to make the process as easy as possible for them but we do have restrictions and compliance procedures we need to follow.  Unfortunately some customers are not always patient with the process.  We do try our best. Thank you,Chris L[redacted]

Review: I've contacted this company in regards to my vehicle that was repossess from my residence. I tried to discuss the matter with them in a professional manner in order to retrieve my personal belongings out of the vehicle. They play mind games and gave me incorrect and different information during each call. They couldn't comply with the questions I was asking and when they requested information from me, I provide willingly. They would hang up on me when I was only trying to provide them with additional information and lie and said that I was harassing them. All I'm trying to do is retrieve my personal belongings which is not apart of the repossession and isn't apart of what they want. The customer service was very unprofessional, unethical, unwillingness of resolving the matter in a pleasant tone. Someone really needs to investigate how these people conduct business.Desired Settlement: I would like for this company to work on their work ethics, professionalism, and show customer service. This isn't a personal matter to them and they shouldn't act as if it is. This is business and should conduct themselves in an appropriate matter. You want to get end results from the consumer, you must provide customer service and empathy to others.

Business

Response:

December 4, 2013

Attn: [redacted]

This information is in reference to your request for a response to the complaint filed against L&K recovery by [redacted]. I've attached statements from each employee who spoke with **. [redacted]. He spoke with three different L&K employees and each of the employees had a difficult time communicating with **. [redacted]. He was very disrespectful to our employees. He and his wife used profanity In each conversation.

We have specific procedures that employees are Instructed to follow in regards to scheduling appointments for customers to redeem their vehicle or property. Customers are required to schedule an appointment so that we can expedite the process for them.

At the time the appointment Is scheduled, the customer is advised they need to bring a picture ID and also advised if there are any fees due. The fees due are dependent on specific client contract requirements.

**. [redacted] was advised of the requirements to redeem his property. He scheduled an appointment to redeem his property on 11/6/13 but did not show for the appointment and did not call to cancel. He didn’t call again to Inquire about his property until 11/21/13. He was then advised again of our procedures to redeem his property. He did not schedule an appointment at that time and stated he would call back at another time. We have not had any other contact with **. [redacted]. We tried to help **. [redacted] to the best of our ability and our employees were very professional and patient with him even though he was difficult to communicate with. We even reduced the amount that he was responsible to pay to redeem his property and that still was not satisfactory to him. We do have his property in our storage area and are willing to assist him in redeeming his property but he will need to call to schedule an appointment and pay the fees that are due.

If you need any additional information, please feel free to call anytime.

Sincerely,