One Choice Recovery

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 customersThis isn't a friendly business by any means but I really try to make the experience different and as easy for our customers as possibleSince 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 myselfWe 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 timesOur phones are monitored at all times for quality, control and auditing purposes and we use these calls for future training Respectfully [redacted] Owner

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 times but he refused to call me backThen 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 missingHow is it my fault the tape shows that he made me sign first then he carried my stuff out he was rudeAnd rushed me and clearly stole from meThis company is responsible for how they treat people and they did not make 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 appointmentsNow they are blatantly lying this is wrong I will not stand for this Nor let this rest

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

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 customersThis isn't a friendly business by any means but I really try to make the experience different and as easy for our customers as possibleSince 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 myselfWe 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 timesOur phones are monitored at all times for quality, control and auditing purposes and we use these calls for future trainingRespectfully [redacted] Owner

Vehicle was picked up last night around 11pm..and redeemed back by 2pm the next dayAgent 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 agentTheir front door opened and maker came out on porchAgent 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 themAs we were speaking with her and getting the keys we could hear a man inside screaming names and going ballisticMaker remained calm said she would call [redacted] in the morning and fix thisMaker called in to our corporate office this morning right when we opened and wanted to know prices , when she could get unit, etcOne of our employees stated that she would need to speak with our redemption dept and got her phone numberWe also advised her that we did not have the "redemption forms" yetAgain, maker was polite , no issueOur 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 problemWe 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 onlyMaker said that she understands and not a problemAbout an hour after speaking with customer about the fees she was calling into our office againShe spoke with the same girl from this morning and asked how long until the agent calls her about picking up her carOur 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 timeCustomer 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 customerCustomer stayed very calm and politeOur field adjuster, Russ, got to the lot and got the redemption paperwork and called customer right away to schedule aptMy 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 himHe 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 companyHe remained calm throughout the entire redemption and ignored this guy and just continued the redemption with our customerCustomer 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 yellingThe male jumped into the customer's car and drove off and peeled out of our repo lot

I am rejecting this response because: this response does not address my concerns whatsoeverIf 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 fasterTexting is a very unprofessional form of communication especially when time is of the essenceTo address the version of the story as it was told in this response: no one was staring at anyone out the windowWe were both asleep when the agent (Russ) rang my doorbell to tell me he was taking my carNo type of credentials or paperwork was offered so I have no clue if this man is who he says he isI came outside to find out where I would be able to pick up my car in the morningI went back inside and closed my doorNeither me nor my company watched them tow my car away so that is not trueHe asked for my keys and I told him no because it is my rightNo one in my house that night was going ballistic as you put it; he has a loud voice, don't be so sensitiveIf you weren't doing anything wrong what do you have to worry aboutI called in the office in the morning because that is what [redacted] Financial told me to doThe woman on the phone was rude from the get goShe answers the phone with "Once Choice." No name, no how can I help you or anythingI was merely doing what [redacted] told me to do so that I could get my car backMy 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 carShe kept saying "as I told you at 9: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 faultThat 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 himAnd 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 $for basically doing nothing? My company never walked into anyone's faceHe was speaking his mind which he is allowed to do in this free countryApparently the other man, not Russ, did not agree with something my company said so that man got in the face of my companyMy company then walked away but still was speaking his mind because this is America and he can do thatThe other man walked into my company's face againSo 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 attentionHe never said he should beat his ***; 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 himselfI agree your agent RUSS was non confrontational but whoever was with Russ was far from itI was there I saw that man twice walk up to and get in the face of my companyI never handed the keys to my company I don't need to because my car is push startMy company was yelling at this other man because he was standing in front of my car and we couldn't pull out without hitting himThat was not necessary; he was trying to instigate somethingI had already paid them their money; I was free to leave with my carOnce again my initial complaint was about how the repo was handled and with the woman in the main officeI filed this complaint long before I even went to the repo lot to get my carBut I felt I needed to address the version of the story that was told in response to my complaintThe 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 wasIn your response you never said that I was rude or loud with that woman nor did my company speak to her directlyThis woman was rude from 9:that morning long before anyone else was involved and that is my complaint

Attached is the response to this complaint and supporting documents.Thank youAugust 4, 2015From the repossession agent:On July 15, at or about I [redacted] , went to County Road to recovery a 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 MrsTackett 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, 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 unitShe 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 unitCustomer was made aware of this when she called in about redeemingUnsure 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 problemFrom [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 hadShe proceeded to the lot area to obtain her vehicle, but she had problems getting her unit to startWe 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 startThe 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