One Choice Recovery, Inc.

On November 12, my vehicle was damaged by an inexperienced tow truck driver hired by One Choice RecoveryI have allowed this company ample amount of time to resolve this matter with no resolutionI am extremely upset with One Choice Recovery, all I am asking for is either their insurance information or the Tow Truck Driver, whom they hiredMost recent contact with One Choice Recovery 11/30/still no resolution or empathyThey stated they don't have the insurance information of their tow truck driver's,unacceptable!!!!

I would like the company to know my account of the events and I would like the employee with the poor attitude to know how I feel about her behavior and how it is unacceptableI would like her employer to deal with her how they deem necessary in this situation

The agent and driver's helper from One Choice Recovery, Incarrived on scene at the address of *** *** DR., MARION, OH on 3/24/at approximately 11am-11:am. At this time, the account was still an ACTIVE OPEN ORDER FROM OUR CLIENTUpon arrival, the agent spotted a unit that
matched the description of the vehicle that we received an order to repossess. Once the agent verified the vin serial number of the unit and determined that this was in fact the wanted unit, he went to the door and asked for the debtor, so that he could obtain the keys to the unit. A foreign man that answered the door stated that the customer was not there. The agent then went back out to the unit and used a lock kit to unlock the unit and one of the agents sat inside the unitThese agents arrived on scene in one of our "Spotter units", so one left to get get the tow truck while the other did stay in the unit. During this time, the customer or the third party individuals called the police. At no time were our agents asked to leave the premisesThe police arrived on the sceneThe agent did have a copy of the repossession order, but since neither the man that answered the door or the neighbor was the actual customer, the agent did not show them any paperwork due to third party disclosure. Which would have been exactly that, if we had shown the neighbor, who involved himself, a copy of the repo order that he was aggressively demanding. The police looked at the order and advised that the customer and the other parties present needed to turn over the unit since we did have an active repossession order. The police stood by on the scene to ensure that there was no breach of peace or any other conflictsFinally, the actual customer came out from the home and said that he had been in the bathroom. He was brought up to speed on what had transpired while he was still in his residence. The customer claims that he had taken care of things with his bank but we did not have a hold order or close order on the accountThe man that was eventually arrested had threatened to "blow our agent's head off" and continued to escalate the situation by his own actions and words. The officer made the decision to arrest this individual for reason of his own behavior, nothing to do with our agents. Our agents were there to do a job of repossessing a vehicle, followed procedure, did not disclose any information to any party that was not the customer and/or a police officer. The police also have a video of what transpired while they were on the scene. We are not willing to offer any kind of resolution for this customer's complaint since it was all due to the third party's own actions. Thank you.Tracy M***, Owner of One Choice Recovery, Inc

I'm very sorry you had a bad experience and as the owner I try to monitor many calls and keep our staff trained to go over and beyond for our customers. This isn't a friendly business by any means but I really try to make the experience different and as easy for our customers as possible. Since this situation last week we have had a few meetings and will continue to have a weekly meeting on redemption policies and in the future any issues will be brought to our on site manager or myself. We really try hard to work against the clock ion getting the cars returned to the customers in a quick and friendly manner and I assure you we will always go over and beyond and our staff will be courteous and professional at all times. Our phones are monitored at all times for quality, control and auditing purposes and we use these calls for future training. Respectfully [redacted]Owner

I am rejecting this response because: this response does not address my concerns whatsoever. If you are able to look at the time in which I filed this complaint it was before I even picked up my vehicle while I was waiting for the agent to call; who said and I quote "honestly I just woke up." Perhaps if the agent was called instead of texted things might have happened a little faster. Texting is a very unprofessional form of communication especially when time is of the essence. To address the version of the story as it was told in this response: no one was staring at anyone out the window. We were both asleep when the agent (Russ) rang my doorbell to tell me he was taking my car. No type of credentials or paperwork was offered so I have no clue if this man is who he says he is. I came outside to find out where I would be able to pick up my car in the morning. I went back inside and closed my door. Neither me nor my company watched them tow my car away so that is not true. He asked for my keys and I told him no because it is my right. No one in my house that night was going ballistic as you put it; he has a loud voice, don't be so sensitive. If you weren't doing anything wrong what do you have to worry about. I called in the office in the morning because that is what ** Financial told me to do. The woman on the phone was rude from the get go. She answers the phone with "Once Choice." No name, no how can I help you or anything. I was merely doing what ** told me to do so that I could get my car back. My problem with the same woman I spoke with earlier was how dismissive she was to me when I was trying to find out a time frame to pick up my car. She kept saying "as I told you at 9:05 this morning." Why did she make a point to tell me the specific time I called that morning? It was as though she was mad that I called her that morning asking her to do her job; don't get mad at me because you are having a bad day or don't like your job; that's not my fault. That is the only car that I have and I had to coordinate a lot of things with a lot of people to get a far distance so I'm sorry if I wanted to speak with the agent to get a general idea of when I could meet him. And then to find out he has been sleeping; it was ok for him to ring my doorbell and wake me up but no one could call him and wake him up so he could make $150 for basically doing nothing? My company never walked into anyone's face. He was speaking his mind which he is allowed to do in this free country. Apparently the other man, not Russ, did not agree with something my company said so that man got in the face of my company. My company then walked away but still was speaking his mind because this is America and he can do that. The other man walked into my company's face again. So it seems to me the other man, once again not Russ, had the problem with my company and what he was expressing but for him to react the way he did it must have been true because if it was all bull crap that other man wouldn't have paid it not attention. He never said he should beat his [redacted]; he said he could meaning if that man took a swing because it sure looked like he wanted to that my company was going to defend himself. I agree your agent RUSS was non confrontational but whoever was with Russ was far from it. I was there I saw that man twice walk up to and get in the face of my company. I never handed the keys to my company I don't need to because my car is push start. My company was yelling at this other man because he was standing in front of my car and we couldn't pull out without hitting him. That was not necessary; he was trying to instigate something. I had already paid them their money; I was free to leave with my car. Once again my initial complaint was about how the repo was handled and with the woman in the main office. I filed this complaint long before I even went to the repo lot to get my car. But I felt I needed to address the version of the story that was told in response to my complaint. The woman that answers the phone in the main office should learn to have a little more respect toward others; especially when they are calm and polite as you said I was. In your response you never said that I was rude or loud with that woman nor did my company speak to her directly. This woman was rude from 9:05 that morning long before anyone else was involved and that is my complaint.

one I was not irate when I came I went to give him the money and he got smart with me because I didn't have exact change I only made one appointment that I could not keep after attempting to get in contact 3 times but he refused to call me back. Then he refused to open the door without me signing the paper first! I had to get my stuff so I had to sign the paper this whole thing is unethical and my checks are missing. How is it my fault the tape shows that he made me sign first then he carried my stuff out he was rude. And rushed me and clearly stole from me. This company is responsible for how they treat people and they did not make 3 appointments with me they made one with me then talked to my father right after and made another with him and so I did not miss any appointments. Now they are blatantly lying this is wrong I will not stand for this Nor let this rest

Vehicle was picked up last night around 11pm..and redeemed back by 2pm the next day. Agent located vehicle at the given add last night around 11pm .. as he was hooking it maker and boyfriend were staring at agent out their living room window watching agent. Their front door opened and maker came out...

on porch. Agent asked her if he could have the keys to the unit and would let her clean her personals out as a courtesy so she would not have to come the next day and retrieve them. As we were speaking with her and getting the keys we could hear a man inside screaming names and going ballistic. Maker remained calm said she would call ** in the morning and fix this. Maker called in to our corporate office this morning right when we opened and wanted to know prices , when she could get unit, etc. One of our employees stated that she would need to speak with our redemption dept and got her phone number. We also advised her that we did not have the "redemption forms" yet. Again, maker was polite , no issue. Our redemption dept received the redemption forms, we called maker and told her total amt of our contracted fees for redemption, she said that was not a problem. We explained to her that we will have our agent contact her as we do not give our phone numbers or adds due to the nature of the business and that agent may not be at the lot right now so it is by appointment only. Maker said that she understands and not a problem. About an hour after speaking with customer about the fees she was calling into our office again. She spoke with the same girl from this morning and asked how long until the agent calls her about picking up her car. Our employee stated as she explained earlier today she will have to wait for agent to contact her and that we did text him her info to call her but that he may have been busy on a repo and runs a large area so to just give him a little more time. Customer replied, "thank you very much, I just have never been through anything like this before" However, in the background we could hear a male screaming and yelling that he wants the agents phone number and just yelling very loud to the point it was hard for us to understand customer. Customer stayed very calm and polite. Our field adjuster, Russ, got to the lot and got the redemption paperwork and called customer right away to schedule apt. My agent called me within an hour around 2pm to let me know that he had just met with customer and released her car back to her but he wanted to let me know that he felt very uncomfortable as her boyfriend/spouse whomever he was showed up and was getting in our agents face screaming profanities at him. He yelled to our agent " You better carry a gun and I should beat your a**." My agent is the the most down to earth, non confrontational , well mannered agent that we have working with our company. He remained calm throughout the entire redemption and ignored this guy and just continued the redemption with our customer. Customer was again very nice and calm and did not pay any attention to the male that was with her screaming.The customer handed the male the keys to her car and as they walked to the car he yelled out once again to my agent and stated that he would be filing a complaint with the Revdex.com and that my agent better "carry a gun around for now on" A neighboring business even came outside to check on our agent to see if he was okay because they could hear this many screaming and yelling. The male jumped into the customer's car and drove off and peeled out of our repo lot.

I'm very sorry you had a bad experience and as the owner I try to monitor many calls and keep our staff trained to go over and beyond for our customers. This isn't a friendly business by any means but I really try to make the experience different and as easy for our customers as possible. Since this situation last week we have had a few meetings and will continue to have a weekly meeting on redemption policies and in the future any issues will be brought to our on site manager or myself. We really try hard to work against the clock ion getting the cars returned to the customers in a quick and friendly manner and I assure you we will always go over and beyond and our staff will be courteous and professional at all times. Our phones are monitored at all times for quality, control and auditing purposes and we use these calls for future training. 
Respectfully 
[redacted]
Owner

Attached is the response to this complaint and supporting documents.Thank you.
August 4, 2015From the repossession agent:On July 15, 2015 at or about 1530 I [redacted], went to 3079 County
Road 124 to recovery a 2002 Chevy Tahoe. 
I went to the front door and knocked...

and spoke with debtor Kathy Tackett
and advised her who I was and why I was there. 
She understood and requested to get her property out of the unit, I
advised her that was fine.  Mrs. Tackett
and a couple of kids began cleaning out the unit.  I assisted Mrs. [redacted] by packing a heavy
set of box speakers to the porch.  Once
all items were removed I left the area with the unit and contacted local
authorities to advise of the repossession.On July 16, 2015 as I was getting ready to take the described unit to the
holding lot I had issues with it starting. 
After inspection I found that the negative terminal on the battery was
loose.  I tightened the terminal and the
unit started with no problems.  I
delivered the unit to the holding lot in Carroll Ohio, after leaving I was
contacted by [redacted] in regards to the unit. She advised this unit
needed to go to the auction not to the lot. 
But she advised to hold off because she believed the unit was being
redeemed.  I told her that I had received
a message from someone at the office advising debtor was wanting plates.  Advised I was going to contact debtor when I
was back in the area but since she was redeeming I would bring plates up and
place in the unit.  Plates were taken to
the lot and placed in the unit. Customer was made aware of this when she called
in about redeeming. Unsure of what day it was but [redacted] contacted me and asked if I
had any issues with the Chevy tahoe when I delivered it to her.  I informed her of the issue with the battery,
she stated that debtor was redeeming unit but was having trouble getting it to
start.  Said they were getting gas to see
if that was the problem.  I advised Kelly
that we put gas in unit when we delivered it and that they should check the
battery again to see if that was the problem. From [redacted]:On 7/23/15, the customer came in to redeem her vehicle.  Upon arriving, she came into our office to go
over the paperwork and sign the required documents.  She did sign off on all pages- see attached.  She was informed to look over her unit and
advise of any issues that she may have had. She proceeded to the lot area to
obtain her vehicle, but she had problems getting her unit to start. We
attempted to help her with this issue and even suggested that she try putting
gas into it since the unit did attempt to turn over and start a few times.  We had several of our office employees and
lot attendants go out and try to assist her in getting her unit to start.  She even made the statement to one of them
that she has been having this issue with her car in the past.  I even called the agent to see if he had any
idea what the problem may have been or to ask if he had issues trying to get it
to start. The gentleman that was helping her in out lot mentioned to her at
that time that the battery posts looked very worn.  She attempted putting gas into it a couple of
times and then the unit started and she left the property without so much as a
word that she had any issues with our company. 
There was no mention of air conditioning problems at all at that time.  Thank you.Staff at One Choice Recovery, Inc.

In regards to the complaint # [redacted] filed with your office, we would like to explain the situation involved with redemption of vehicles in our office.  When a customer's vehicle is repossessed, in order for them to get their unit back, they will be required to get in touch with their...

lienholder/bank/finance company first thing to find out exactly what needs to be done on the customer's behalf to redeem the unit.  Our company does not always work directly with these companies.  We get a lot of our work from "Forwarding Companies", businesses that are hired by the banks/finance companies to locate these customers and outsource repossession companies, such as ours, to physically go out and secure the units.  When that is the case, as in this one, the redemption process does take a little longer as opposed to when we work directly with the customer's finance company.  The paperwork has to go from point A (finance co.) to point B (forwarding company) to point C (our main office) to point D (the agent) that is going to redeem the unit back to the customer.  With that being said, we feel that it is possible that this customer, [redacted] was unfamiliar with the process of redemption.  At this same time, we were having phone issues in our office as that may have been what led to the possible reason that she felt that the person she had spoken to in our office may have seemed rude  Things were just so very chaotic in our office for a few days because of our phone issues.  We are very professional and try to go above and beyond for every call that we receive in our office.  We have spoken with all of our office personnel though, to ensure that they understand, that at all times we are to be pleasant, professional, and courteous to every person that calls in to our office.  In the case of this account, once receiving the redemption paperwork, the girl that handles this in our office did promptly send that paperwork to the agent and then contacted him to have him call the customer to make arrangements.  This was actually a courtesy for this customer as we were trying to make things a little easier for her.  Instead of having to come all the way to our office in Carroll, we we re trying to appease her by meeting with her much closer to her home- so she would not have to go so far to retrieve her vehicle. The agent did immediately call her but reached her voice mail.  He left a message.  She then called in to our office a little later.  The girl that answered, place her call on hold and called the agent.  He informed her that he had called but reached her voice mail.  He immediately called her back and then made the appropriate arrangements for her to redeem her vehicle back.  They met, she got her vehicle, signed all necessary paperwork, and they were both on their way. If there are any further questions or concerns, please do not hesitate to contact our office at any time.Thank you.Sincerely,Kelly E[redacted]One Choice Recovery, Inc.Office Manager

Attached is the response to this complaint and supporting documents.Thank you.August 4, 2015From the repossession agent:On July 15, 2015 at or about 1530 I [redacted], went to 3079 County
Road 124 to recovery a 2002 Chevy Tahoe. 
I went to the front door and knocked and spoke with debtor...

Kathy Tackett
and advised her who I was and why I was there. 
She understood and requested to get her property out of the unit, I
advised her that was fine.  Mrs. Tackett
and a couple of kids began cleaning out the unit.  I assisted Mrs. [redacted] by packing a heavy
set of box speakers to the porch.  Once
all items were removed I left the area with the unit and contacted local
authorities to advise of the repossession.On July 16, 2015 as I was getting ready to take the described unit to the
holding lot I had issues with it starting. 
After inspection I found that the negative terminal on the battery was
loose.  I tightened the terminal and the
unit started with no problems.  I
delivered the unit to the holding lot in Carroll Ohio, after leaving I was
contacted by [redacted] in regards to the unit. She advised this unit
needed to go to the auction not to the lot. 
But she advised to hold off because she believed the unit was being
redeemed.  I told her that I had received
a message from someone at the office advising debtor was wanting plates.  Advised I was going to contact debtor when I
was back in the area but since she was redeeming I would bring plates up and
place in the unit.  Plates were taken to
the lot and placed in the unit. Customer was made aware of this when she called
in about redeeming. Unsure of what day it was but [redacted] contacted me and asked if I
had any issues with the Chevy tahoe when I delivered it to her.  I informed her of the issue with the battery,
she stated that debtor was redeeming unit but was having trouble getting it to
start.  Said they were getting gas to see
if that was the problem.  I advised Kelly
that we put gas in unit when we delivered it and that they should check the
battery again to see if that was the problem. From [redacted]:On 7/23/15, the customer came in to redeem her vehicle.  Upon arriving, she came into our office to go
over the paperwork and sign the required documents.  She did sign off on all pages- see attached.  She was informed to look over her unit and
advise of any issues that she may have had. She proceeded to the lot area to
obtain her vehicle, but she had problems getting her unit to start. We
attempted to help her with this issue and even suggested that she try putting
gas into it since the unit did attempt to turn over and start a few times.  We had several of our office employees and
lot attendants go out and try to assist her in getting her unit to start.  She even made the statement to one of them
that she has been having this issue with her car in the past.  I even called the agent to see if he had any
idea what the problem may have been or to ask if he had issues trying to get it
to start. The gentleman that was helping her in out lot mentioned to her at
that time that the battery posts looked very worn.  She attempted putting gas into it a couple of
times and then the unit started and she left the property without so much as a
word that she had any issues with our company. 
There was no mention of air conditioning problems at all at that time.  Thank you.Staff at One Choice Recovery, Inc.

I am rejecting this response because: this response does not address my concerns whatsoever.
If you are able to look at the time in which I filed this complaint it was before I even picked up my vehicle while I was waiting for the agent to call; who said and I quote "honestly I just woke up." Perhaps if the agent was called instead of texted things might have happened a little faster. Texting is a very unprofessional form of communication especially when time is of the essence.
To address the version of the story as it was told in this response: no one was staring at anyone out the window. We were both asleep when the agent (Russ) rang my doorbell to tell me he was taking my car. No type of credentials or paperwork was offered so I have no clue if this man is who he says he is. I came outside to find out where I would be able to pick up my car in the morning. I went back inside and closed my door. Neither me nor my company watched them tow my car away so that is not true. He asked for my keys and I told him no because it is my right. No one in my house that night was going ballistic as you put it; he has a loud voice, don't be so sensitive. If you weren't doing anything wrong what do you have to worry about.
I called in the office in the morning because that is what ** Financial told me to do. The woman on the phone was rude from the get go. She answers the phone with "Once Choice." No name, no how can I help you or anything. I was merely doing what ** told me to do so that I could get my car back. My problem with the same woman I spoke with earlier was how dismissive she was to me when I was trying to find out a time frame to pick up my car. She kept saying "as I told you at 9:05 this morning." Why did she make a point to tell me the specific time I called that morning? It was as though she was mad that I called her that morning asking her to do her job; don't get mad at me because you are having a bad day or don't like your job; that's not my fault.
That is the only car that I have and I had to coordinate a lot of things with a lot of people to get a far distance so I'm sorry if I wanted to speak with the agent to get a general idea of when I could meet him. And then to find out he has been sleeping; it was ok for him to ring my doorbell and wake me up but no one could call him and wake him up so he could make $150 for basically doing nothing? My company never walked into anyone's face. He was speaking his mind which he is allowed to do in this free country.
Apparently the other man, not Russ, did not agree with something my company said so that man got in the face of my company. My company then walked away but still was speaking his mind because this is America and he can do that. The other man walked into my company's face again. So it seems to me the other man, once again not Russ, had the problem with my company and what he was expressing but for him to react the way he did it must have been true because if it was all bull crap that other man wouldn't have paid it not attention. He never said he should beat his [redacted]; he said he could meaning if that man took a swing because it sure looked like he wanted to that my company was going to defend himself.
I agree your agent RUSS was non confrontational but whoever was with Russ was far from it. I was there I saw that man twice walk up to and get in the face of my company. I never handed the keys to my company I don't need to because my car is push start. My company was yelling at this other man because he was standing in front of my car and we couldn't pull out without hitting him. That was not necessary; he was trying to instigate something. I had already paid them their money; I was free to leave with my car.
Once again my initial complaint was about how the repo was handled and with the woman in the main office. I filed this complaint long before I even went to the repo lot to get my car. But I felt I needed to address the version of the story that was told in response to my complaint. The woman that answers the phone in the main office should learn to have a little more respect toward others; especially when they are calm and polite as you said I was.
In your response you never said that I was rude or loud with that woman nor did my company speak to her directly. This woman was rude from 9:05 that morning long before anyone else was involved and that is my complaint.

Vehicle was picked up last night around 11pm..and redeemed back by 2pm the next day. Agent located vehicle at the given add last night around 11pm .. as he was hooking it maker and boyfriend were staring at agent out their living...

room window watching agent. Their front door opened and maker came out on porch. Agent asked her if he could have the keys to the unit and would let her clean her personals out as a courtesy so she would not have to come the next day and retrieve them. As we were speaking with her and getting the keys we could hear a man inside screaming names and going ballistic. Maker remained calm said she would call ** in the morning and fix this. Maker called in to our corporate office this morning right when we opened and wanted to know prices , when she could get unit, etc. One of our employees stated that she would need to speak with our redemption dept and got her phone number. We also advised her that we did not have the "redemption forms" yet. Again, maker was polite , no issue. Our redemption dept received the redemption forms, we called maker and told her total amt of our contracted fees for redemption, she said that was not a problem. We explained to her that we will have our agent contact her as we do not give our phone numbers or adds due to the nature of the business and that agent may not be at the lot right now so it is by appointment only. Maker said that she understands and not a problem. About an hour after speaking with customer about the fees she was calling into our office again. She spoke with the same girl from this morning and asked how long until the agent calls her about picking up her car. Our employee stated as she explained earlier today she will have to wait for agent to contact her and that we did text him her info to call her but that he may have been busy on a repo and runs a large area so to just give him a little more time. Customer replied, "thank you very much, I just have never been through anything like this before" However, in the background we could hear a male screaming and yelling that he wants the agents phone number and just yelling very loud to the point it was hard for us to understand customer. Customer stayed very calm and polite. 
Our field adjuster, Russ, got to the lot and got the redemption paperwork and called customer right away to schedule apt. My agent called me within an hour around 2pm to let me know that he had just met with customer and released her car back to her but he wanted to let me know that he felt very uncomfortable as her boyfriend/spouse whomever he was showed up and was getting in our agents face screaming profanities at him. He yelled to our agent " You better carry a gun and I should beat your a**." My agent is the the most down to earth, non confrontational , well mannered agent that we have working with our company. He remained calm throughout the entire redemption and ignored this guy and just continued the redemption with our customer. Customer was again very nice and calm and did not pay any attention to the male that was with her screaming.
The customer handed the male the keys to her car and as they walked to the car he yelled out once again to my agent and stated that he would be filing a complaint with the Revdex.com and that my agent better "carry a gun around for now on" 
A neighboring business even came outside to check on our agent to see if he was okay because they could hear this many screaming and yelling. The male jumped into the customer's car and drove off and peeled out of our repo lot.

In response to the complaint filed by [redacted], our company has certain procedures in place for redeeming personal property to customers and we have proper documentation (attached) that we have the customer sign off on when redeeming said personal property.  This customer had scheduled 3...

appointments to meet with the agent. The first 2 she did not show up and did not call. The third time, she did not have a ride.  She finally showed on the fourth.  According to the agent, when she did show up, she was very irate and rude right off the bat for no reason.  She was cussing at the agent and started throwing items around.  He then asked her to leave the building and remain outside and he would bring her items outside and have her sign the required paperwork.  She did sign it (see attached). The paper that she signed clearly shows what items that the agent had possession of and it also stated that he was unable to gain access to the trunk.  It is also clearly stated on the paperwork that she "holds harmless any and all persons involved in the seizure of personal property from the repossessed unit."  Let the record also reflect that for this client ([redacted] for [redacted] Auto Credit), we can charge up to $100.00 for the personal property inventory service fee, but in her case, since we could not access the trunk, we only charged her $25.00.  We did not have a key to the unit and the auction had already picked the unit 3 days prior.  At that time, the said customer did not say anything about any checkbook or loose change missing.  If the customer had kept any of her previous appointments with the agent, she may have been able to check the entire vehicle before it went to the auction.  The unit was taken to [redacted] Auto Auction.  She can contact them to see if they may have her items that were in the trunk.  Their phone number is ###-###-####.  We do not feel that we are responsible to pay for any damages or claims on this account.Thank you.[redacted]Owner

At no time did I ever say I have had a problem with my vehicle starting before. Also, the papers were signed in the office before I was aloud out to my vehicle. The two staff that did come out were not helpful. My father got my car started. I do not wish to cintue the complaint with the company but my review for the company will be negative due to service.