***DOCUMENT ATTACHED*** Re: Response to complaint from [redacted] June 6, 2017In response to the complaint we received from the debtorHer car was repossessed on May 10, at 11:45pmShe called our office on May 11, to ask if she owed any fees with usWe quoted her our standard fees which are $per day in storage feesIf the vehicle is picked up before midnight, that counts as a dayWe quoted her days of storage but also told her we cannot release her vehicle to her until we received a release from her bank showing she is current with themWe told her if we do not receive the release her fees will go up with each day after midnightShe called several times that day asking the same thing each time, which we told her the same thing again every time she calledAt no time did the fees ever changeThese are and have always been our standard fees unless otherwise stated from her financial companyWe quote every person who calls our office the same feesThe client also called and asked us what her fees were and we also told them the same thingOur client said she told them we said things that we absolutely at no time saidAt one point during one of the phone calls she said she was trying to work it out with her bank but was concerned that once they sent the release she would not be able to make it to our location before we closed because she lives about an hour awayI then told her if we received the release from her bank that day but she was unable to make it in on time that we would not charge her another dayI was trying to be helpful(We never did received the release from the client that day)She then called again at 4:30pm the same day and talked to my office assistant because I (I am the office manager Kresa and I have been here for over years) had already left for the dayMy office assistant called me on my cell phone and said that debtor called again asking what her fees wereAt that time my assistant quoted her the same fees that we did the previous several times throughout the dayShe also told her that we were closing in minutes and still had not received her release from the client so we would not be able to release it to her todayShe then proceeded to yell and curse at my office assistant and called her stupid and asked to speak to a manager and that is when my assistant called meI then called debtor from my personal cell phoneShe then began arguing with me about her feesShe said my assistant told her different things all dayI then told her that was not true because I was in the office all day and there is only the two of us in the office together and I was there all day and heard each conversation and also talked to her myself several timesShe then continued to argue with me for no reason at allI told her I was the one she talked to earlier in the day and was trying to help her and not charge her an extra dayI explained to her that we are just the repossession company and are absolutely unable to release her vehicle without a release from our clientThe client owns the vehicle, we do notAfter getting nowhere with her I then told her I was no longer going to argue with her and continue to repeat myself and ended the conversation.We finally received her release from the client the following day May 12, at 11:30amIn the morning prior to getting the release, a representative from Townsgate Capital (who her car loan is with) called and said she called them and told them we were refusing to release her vehicle to herI told him at no time did we ever say that to herI told him that I told her we could not release the vehicle to her until we received the client release which is requiredShe was obviously trying to twist my words aroundAfter we received the release, Debtor called to schedule a time to pick up her car and acted completely different this time on the phone almost acting as if she never previously spoke with us priorWe told her what her fees were and she agreed and said she would be in shortlyWhen she came into the office she was very rude and tried to start to argue with me again for no reason at allI then collected the fees from her and went over the paperwork she needed to sign(The client sends over the release paperwork with instructions and areas for the debtor to signThey must sign this before we can release the vehicle and we have to send this to the client) I went over each page with herShe then said “I want to read what I am signing”I told her to go ahead and read it overShe then said again “Well, I just want to read what I am signing.” I told her again to read it overThere was no one telling her she could not read anything prior to signingShe then repeated the same thing several timesShe was obviously trying to get a reaction from me and was trying to start an argument with meAfter I told her for probably the tenth time to read the paperwork, she then took out her phone and said “Well I need to get your face on camera” and started to record me on her phoneI then told her to give me back the paperwork and she would not be getting her car todayI told her I was done playing games with her and she can come back another time to pick up her carI told her she had no reason to record meShe then said she wanted to sign the paperwork and needed her carI then gave her the paperwork back and she signed itMy lot manager and office assistant were both in the office at this time and we have cameras in the office as wellMy lot manager then offered to take her to the lot and show her where her car wasWhen he came back into the office he said she told him that I threatened her life as well as other outrageous accusations at which no time occurredSome of the things she said was, excuse my language (you’re office assistant doesn’t know her head from her ***, she called us dumb ***, as well as several other unnecessary things).If there is anything you need from me please let me knowLike I said, I had two other witnesses that were present as well as cameras in our office and on our lotAt no time did I ever threaten her lifeShe was very difficult from the very beginning and was instigating arguments with myself and staff from the start.Sincerely,Kresa B [redacted] Office Manager
[redacted]DOCUMENT ATTACHED[redacted] Re: Response to complaint from [redacted]June 6, 2017In response to the complaint we received from the debtor. Her car was repossessed on May 10, 2017 at 11:45pm. She called our office on May 11, 2017 to ask if she owed any fees with us. We quoted her our standard...
fees which are $75 per day in storage fees. If the vehicle is picked up before midnight, that counts as a day. We quoted her 2 days of storage but also told her we cannot release her vehicle to her until we received a release from her bank showing she is current with them. We told her if we do not receive the release her fees will go up with each day after midnight. She called several times that day asking the same thing each time, which we told her the same thing again every time she called. At no time did the fees ever change. These are and have always been our standard fees unless otherwise stated from her financial company. We quote every person who calls our office the same fees. The client also called and asked us what her fees were and we also told them the same thing. Our client said she told them we said things that we absolutely at no time said. At one point during one of the phone calls she said she was trying to work it out with her bank but was concerned that once they sent the release she would not be able to make it to our location before we closed because she lives about an hour away. I then told her if we received the release from her bank that day but she was unable to make it in on time that we would not charge her another day. I was trying to be helpful. (We never did received the release from the client that day). She then called again at 4:30pm the same day and talked to my office assistant because I (I am the office manager Kresa and I have been here for over 7 years) had already left for the day. My office assistant called me on my cell phone and said that debtor called again asking what her fees were. At that time my assistant quoted her the same fees that we did the previous several times throughout the day. She also told her that we were closing in 30 minutes and still had not received her release from the client so we would not be able to release it to her today. She then proceeded to yell and curse at my office assistant and called her stupid and asked to speak to a manager and that is when my assistant called me. I then called debtor from my personal cell phone. She then began arguing with me about her fees. She said my assistant told her different things all day. I then told her that was not true because I was in the office all day and there is only the two of us in the office together and I was there all day and heard each conversation and also talked to her myself several times. She then continued to argue with me for no reason at all. I told her I was the one she talked to earlier in the day and was trying to help her and not charge her an extra day. I explained to her that we are just the repossession company and are absolutely unable to release her vehicle without a release from our client. The client owns the vehicle, we do not. After getting nowhere with her I then told her I was no longer going to argue with her and continue to repeat myself and ended the conversation.We finally received her release from the client the following day May 12, 2017 at 11:30am. In the morning prior to getting the release, a representative from Townsgate Capital (who her car loan is with) called and said she called them and told them we were refusing to release her vehicle to her. I told him at no time did we ever say that to her. I told him that I told her we could not release the vehicle to her until we received the client release which is required. She was obviously trying to twist my words around. After we received the release, Debtor called to schedule a time to pick up her car and acted completely different this time on the phone almost acting as if she never previously spoke with us prior. We told her what her fees were and she agreed and said she would be in shortly. When she came into the office she was very rude and tried to start to argue with me again for no reason at all. I then collected the fees from her and went over the paperwork she needed to sign. (The client sends over the release paperwork with instructions and areas for the debtor to sign. They must sign this before we can release the vehicle and we have to send this to the client) I went over each page with her. She then said “I want to read what I am signing”. I told her to go ahead and read it over. She then said again “Well, I just want to read what I am signing.” I told her again to read it over. There was no one telling her she could not read anything prior to signing. She then repeated the same thing several times. She was obviously trying to get a reaction from me and was trying to start an argument with me. After I told her for probably the tenth time to read the paperwork, she then took out her phone and said “Well I need to get your face on camera” and started to record me on her phone. I then told her to give me back the paperwork and she would not be getting her car today. I told her I was done playing games with her and she can come back another time to pick up her car. I told her she had no reason to record me. She then said she wanted to sign the paperwork and needed her car. I then gave her the paperwork back and she signed it. My lot manager and office assistant were both in the office at this time and we have cameras in the office as well. My lot manager then offered to take her to the lot and show her where her car was. When he came back into the office he said she told him that I threatened her life as well as other false outrageous accusations at which no time occurred. Some of the things she said was, excuse my language (you’re office assistant doesn’t know her head from her [redacted], she called us dumb [redacted], as well as several other unnecessary things).If there is anything you need from me please let me know. Like I said, I had two other witnesses that were present as well as cameras in our office and on our lot. At no time did I ever threaten her life. She was very difficult from the very beginning and was instigating arguments with myself and staff from the start.Sincerely,Kresa B[redacted] Office Manager
***DOCUMENT ATTACHED*** Re: Response to complaint from [redacted] June 6, 2017In response to the complaint we received from the debtorHer car was repossessed on May 10, at 11:45pmShe called our office on May 11, to ask if she owed any fees with usWe quoted her our standard fees which are $per day in storage feesIf the vehicle is picked up before midnight, that counts as a dayWe quoted her days of storage but also told her we cannot release her vehicle to her until we received a release from her bank showing she is current with themWe told her if we do not receive the release her fees will go up with each day after midnightShe called several times that day asking the same thing each time, which we told her the same thing again every time she calledAt no time did the fees ever changeThese are and have always been our standard fees unless otherwise stated from her financial companyWe quote every person who calls our office the same feesThe client also called and asked us what her fees were and we also told them the same thingOur client said she told them we said things that we absolutely at no time saidAt one point during one of the phone calls she said she was trying to work it out with her bank but was concerned that once they sent the release she would not be able to make it to our location before we closed because she lives about an hour awayI then told her if we received the release from her bank that day but she was unable to make it in on time that we would not charge her another dayI was trying to be helpful(We never did received the release from the client that day)She then called again at 4:30pm the same day and talked to my office assistant because I (I am the office manager Kresa and I have been here for over years) had already left for the dayMy office assistant called me on my cell phone and said that debtor called again asking what her fees wereAt that time my assistant quoted her the same fees that we did the previous several times throughout the dayShe also told her that we were closing in minutes and still had not received her release from the client so we would not be able to release it to her todayShe then proceeded to yell and curse at my office assistant and called her stupid and asked to speak to a manager and that is when my assistant called meI then called debtor from my personal cell phoneShe then began arguing with me about her feesShe said my assistant told her different things all dayI then told her that was not true because I was in the office all day and there is only the two of us in the office together and I was there all day and heard each conversation and also talked to her myself several timesShe then continued to argue with me for no reason at allI told her I was the one she talked to earlier in the day and was trying to help her and not charge her an extra dayI explained to her that we are just the repossession company and are absolutely unable to release her vehicle without a release from our clientThe client owns the vehicle, we do notAfter getting nowhere with her I then told her I was no longer going to argue with her and continue to repeat myself and ended the conversation.We finally received her release from the client the following day May 12, at 11:30amIn the morning prior to getting the release, a representative from Townsgate Capital (who her car loan is with) called and said she called them and told them we were refusing to release her vehicle to herI told him at no time did we ever say that to herI told him that I told her we could not release the vehicle to her until we received the client release which is requiredShe was obviously trying to twist my words aroundAfter we received the release, Debtor called to schedule a time to pick up her car and acted completely different this time on the phone almost acting as if she never previously spoke with us priorWe told her what her fees were and she agreed and said she would be in shortlyWhen she came into the office she was very rude and tried to start to argue with me again for no reason at allI then collected the fees from her and went over the paperwork she needed to sign(The client sends over the release paperwork with instructions and areas for the debtor to signThey must sign this before we can release the vehicle and we have to send this to the client) I went over each page with herShe then said “I want to read what I am signing”I told her to go ahead and read it overShe then said again “Well, I just want to read what I am signing.” I told her again to read it overThere was no one telling her she could not read anything prior to signingShe then repeated the same thing several timesShe was obviously trying to get a reaction from me and was trying to start an argument with meAfter I told her for probably the tenth time to read the paperwork, she then took out her phone and said “Well I need to get your face on camera” and started to record me on her phoneI then told her to give me back the paperwork and she would not be getting her car todayI told her I was done playing games with her and she can come back another time to pick up her carI told her she had no reason to record meShe then said she wanted to sign the paperwork and needed her carI then gave her the paperwork back and she signed itMy lot manager and office assistant were both in the office at this time and we have cameras in the office as wellMy lot manager then offered to take her to the lot and show her where her car wasWhen he came back into the office he said she told him that I threatened her life as well as other outrageous accusations at which no time occurredSome of the things she said was, excuse my language (you’re office assistant doesn’t know her head from her ***, she called us dumb ***, as well as several other unnecessary things).If there is anything you need from me please let me knowLike I said, I had two other witnesses that were present as well as cameras in our office and on our lotAt no time did I ever threaten her lifeShe was very difficult from the very beginning and was instigating arguments with myself and staff from the start.Sincerely,Kresa B [redacted] Office Manager
[redacted]DOCUMENT ATTACHED[redacted] Re: Response to complaint from [redacted]June 6, 2017In response to the complaint we received from the debtor. Her car was repossessed on May 10, 2017 at 11:45pm. She called our office on May 11, 2017 to ask if she owed any fees with us. We quoted her our standard...
fees which are $75 per day in storage fees. If the vehicle is picked up before midnight, that counts as a day. We quoted her 2 days of storage but also told her we cannot release her vehicle to her until we received a release from her bank showing she is current with them. We told her if we do not receive the release her fees will go up with each day after midnight. She called several times that day asking the same thing each time, which we told her the same thing again every time she called. At no time did the fees ever change. These are and have always been our standard fees unless otherwise stated from her financial company. We quote every person who calls our office the same fees. The client also called and asked us what her fees were and we also told them the same thing. Our client said she told them we said things that we absolutely at no time said. At one point during one of the phone calls she said she was trying to work it out with her bank but was concerned that once they sent the release she would not be able to make it to our location before we closed because she lives about an hour away. I then told her if we received the release from her bank that day but she was unable to make it in on time that we would not charge her another day. I was trying to be helpful. (We never did received the release from the client that day). She then called again at 4:30pm the same day and talked to my office assistant because I (I am the office manager Kresa and I have been here for over 7 years) had already left for the day. My office assistant called me on my cell phone and said that debtor called again asking what her fees were. At that time my assistant quoted her the same fees that we did the previous several times throughout the day. She also told her that we were closing in 30 minutes and still had not received her release from the client so we would not be able to release it to her today. She then proceeded to yell and curse at my office assistant and called her stupid and asked to speak to a manager and that is when my assistant called me. I then called debtor from my personal cell phone. She then began arguing with me about her fees. She said my assistant told her different things all day. I then told her that was not true because I was in the office all day and there is only the two of us in the office together and I was there all day and heard each conversation and also talked to her myself several times. She then continued to argue with me for no reason at all. I told her I was the one she talked to earlier in the day and was trying to help her and not charge her an extra day. I explained to her that we are just the repossession company and are absolutely unable to release her vehicle without a release from our client. The client owns the vehicle, we do not. After getting nowhere with her I then told her I was no longer going to argue with her and continue to repeat myself and ended the conversation.We finally received her release from the client the following day May 12, 2017 at 11:30am. In the morning prior to getting the release, a representative from Townsgate Capital (who her car loan is with) called and said she called them and told them we were refusing to release her vehicle to her. I told him at no time did we ever say that to her. I told him that I told her we could not release the vehicle to her until we received the client release which is required. She was obviously trying to twist my words around. After we received the release, Debtor called to schedule a time to pick up her car and acted completely different this time on the phone almost acting as if she never previously spoke with us prior. We told her what her fees were and she agreed and said she would be in shortly. When she came into the office she was very rude and tried to start to argue with me again for no reason at all. I then collected the fees from her and went over the paperwork she needed to sign. (The client sends over the release paperwork with instructions and areas for the debtor to sign. They must sign this before we can release the vehicle and we have to send this to the client) I went over each page with her. She then said “I want to read what I am signing”. I told her to go ahead and read it over. She then said again “Well, I just want to read what I am signing.” I told her again to read it over. There was no one telling her she could not read anything prior to signing. She then repeated the same thing several times. She was obviously trying to get a reaction from me and was trying to start an argument with me. After I told her for probably the tenth time to read the paperwork, she then took out her phone and said “Well I need to get your face on camera” and started to record me on her phone. I then told her to give me back the paperwork and she would not be getting her car today. I told her I was done playing games with her and she can come back another time to pick up her car. I told her she had no reason to record me. She then said she wanted to sign the paperwork and needed her car. I then gave her the paperwork back and she signed it. My lot manager and office assistant were both in the office at this time and we have cameras in the office as well. My lot manager then offered to take her to the lot and show her where her car was. When he came back into the office he said she told him that I threatened her life as well as other false outrageous accusations at which no time occurred. Some of the things she said was, excuse my language (you’re office assistant doesn’t know her head from her [redacted], she called us dumb [redacted], as well as several other unnecessary things).If there is anything you need from me please let me know. Like I said, I had two other witnesses that were present as well as cameras in our office and on our lot. At no time did I ever threaten her life. She was very difficult from the very beginning and was instigating arguments with myself and staff from the start.Sincerely,Kresa B[redacted] Office Manager