Richmond Auto Auction of Virginia, Inc

Review: Company illegally towed a vehicle from a repossessed towing company, after stating not enough room on the tow company lot. Tow company was waiting for me to pick vehicle up, was sent the release by the finance company, and the finance company was informed that the car was taken to the auto auction. The tow company informed me that they had plenty of room. Auto auction tried to make me pay an additional $375 to get my vehicle after the repossession; they claimed for storage, admin fees, reconditioning, and transportation fee. All fees were paid to the finance company, and I was provided with my release papers to pick up the vehicle. All towing was to be paid through the finance company. (this should include transport fees) No reconditioning had been done, no admin work had been performed, only theft of the vehicle and refusal to give me access to their lot for my vehicle pickup and keys. I had the finance company's release papers in my hand. I ended up calling the police to gain access to get my car. [redacted], the manager said the finance company authorized the $375 charges in writing. I requested a copy or to see the documents. He could not produce the documents stating it was private company documents. This was not accurate because the finance company never authorized the charges. (I had [redacted], THE FINANCE COMPANY MANAGER on the phone, with the police officers listening)I wasted half a days pay, $100, on top of what I paid the finance company, drive time, mileage, and gas to go 2 hours away to and from. Not to mention the huge inconvenience of taking the vehicle from a location 20 minutes away, to another 2 hours one way. The police man informed me and [redacted] that this was a civil case but because I had my release documents, he was to give me my car. I still had to negotiate down from $375 to $100 just to get my vehicle and keys.Desired Settlement: I would like reimbursement for $100 fees which were fraud, and $30 gas, and .50 cents per mile @65.5 x2=131 miles to and from ($65.50) to pick up my vehicle. Total cost $195.50

Business

Response:

The customer has made allegations regarding Richmond Auto Auction (RAA) illegally handling her vehicle as well as the billing for her vehicle. The authorized agent for the customer's finance company sent Richmond Auto Auction a "Transportation Authorization" on 6/3/13 instructing Richmond Auto Auction to charge all fees to debtor. RAA has a contract with customer's finance comapny that includes fees to be charged to customers when redeeming their vehicles.

ADDRESSING THE DIRECT ISSUES:

Customer Issue #1 - "Company illegally towed a vehicle from a repossessed towing company, after stating not enough room on the tow company lot."

RAA Response: RAA received a written 'Transportation Authorization' from the authorized agent on behalf of the customer's finance company to transport the vehicle to Richmond Auto Auction, thus making this a legal tow.

Customer Issue #2 - "Auto auction tried to make me pay an additional $375 to get my vehicle after the repossession; they claimed for storage, admin fees, reconditioning, and transportation fee. All fees were paid tot he finance company, and I was provided with my release papers to pick up the vehicle. All towing was to be paid through the finance company. (this should include transport fees) No reconditioning had been done, no admin work had been performed, only theft of the vehicle and refusal to give me access to their lot for my vehicle pickup and keys."

RAA Response: RAA received a written "Authorization to Release Vehicle" from customer's finance company that stated "ALL FEES TO DEBTOR". When the customer complained about the fees RAA called the finance company to confirm with the sender of the Authorization that the customer was responsible for the fees and was told "yes". RAA fees included the following: 1) Storage as the vehicle was on RAA lot from 6/3/13 until 6/7/13 when the customer came in to redeem, 2) Admin to process this vehicle from receiving the notice to transport to logging into finance company's inventory at RAA, 3) Redemption to schedule appointment and process paperwork for customer to redeem her vehicle and 4) Transport vehicle from recovery agent to auction as requested by finance company.

Customer Issue #3 - "[redacted], the manager said the finance company authorized the $375 charges in writing. I requested a copy or to see the documents. He could not produce the documents stating it was private company documents. This was not accurate because the finance company never authorized the charges."

RAA Response: Same response as issue #2: RAA received a written "Authorization to Release Vehicle" from customer's finacne company that stated "ALL FEES TO DEBTOR".

Customer Issue #4 - "The police man informed and [redacted] that this was a civil case but because I had my releases documents, he was to give me my car. I still had to negotiate down from $375 to $100 just to get my vehicle and keys."

RAA Response: As the customer stated, this was a civil case. It was not required of RAA to release the vehicle prior to receiving all monies due. Though, the fees were changed for the customer as a good will gesture by RAA.

We appreciate the opportunity to respond to this complaint from the Revdex.com.

Richmond Auto Auction of Virginia, Inc.