Tri Star Recovery

We have a signed personal property form with [redacted] 's name on it which is the [redacted] 's husband and who the finance company approved to come and retrieve the personal property out of the vehicle When signing the form it states that all of the property was in the vehicle and the customer is satisfied Now, [redacted] is coming back to us stating that a jack was missing out of the unit At the time of the repossession, it was noted there was personal property inside the unit but the unit was locked up and we did not get a key when it was picked up Without a key we are not able to enter the unit

In response to this complaint, on the evening the debtor's vehicle was repossessed, she had the opportunity at that time to get her belongings out of the vehicle but instead chose to be very rude and non-compliant with the repossession agent, therefore the vehicle was repossessed with the property inside it A few days after the debtor's vehicle was repossessed we received a message from the debtor that she wanted to make an appointment to retrieve her belongings, we tried calling the debtor back but her voicemail is full and cannot take anymore messages The debtor called us back unfortunately she had to leave us another message, we called back and again she didn't answer and her voicemail is still full, cannot leave a message So the debtor needs to answer the phone when we call or clean out the voicemail so we can leave a message when she doesn't answer her phone.We did not steal this debtor's car, she did not make payments to her financial institution therefore, they want their collateral back The debtor's belongings are available for her to retrieve, she needs to call our office to set up an appointment When she calls if we do not get to her call, she needs to leave a message, we will call her back but she needs to answer her phone or clean out her voicemail so we can leave her a voicemail The property in the debtor's vehicle belongs to her, we do not want to keep her property We are not responsible for the debtor's financial obligation to the financial institution her vehicle was financed through, that is the responsibility of the debtor We in no way will place a down payment on a vehicle for the debtor, again that is her responsibility to make her payments so the vehicle does not get placed for repossession

The debtor needs to call our office to set up an appointment for him to pick up all of his personal property We do not go through the personal property and take out just the plates for the debtor He will need to take all of his personal belongings with him at his appointment If he does not call to make an appointment to retrieve his personal property, then after days the personal property is disposed of

IN ORDER FOR US TO BE COMPLIANT WITH THE FINANCE COMPANY, WE AS A COMPANY CANNOT SPEAK TO ANYONE OTHER THAN THE PERSON LISTED ON THE LOAN PAPERWORK REGARDING THE LOAN AND VEHICLE TO BE ABLE TO SPEAK TO ANYONE OTHER THAN THE PERSON LISTED ON THE LOAN, WE WOULD HAVE TO RECEIVE A NOTICE IN WRITING FROM THE FINANCE COMPANY GIVING US AUTHORIZATION TO SPEAK TO WHOMEVER THEY STATE ON THE NOTICE FOR THIS PARTICULAR PERSON, WE DID NOT RECEIVE AUTHORIZATION TO SPEAK TO HER HUSBAND SO WE CANNOT DISCLOSE 3RD PARTY INFORMATION.WE DID RETURN THE PHONE CALL YESTERDAY 7/AND WE SPOKE TO HER HUSBAND WE EXPLAINED THAT SHE WOULD NEED TO CALL US BACK TO DISCUSS HER ACCOUNT AND ALL THEY WOULD NEED TO DO IS SET UP AN APPOINTMENT TO RETRIEVE THEIR PERSONAL BELONGINGS WE RECEIVED A MESSAGE FROM HER AFTER HOURS ON 7/26, HER PHONE CALL WAS RETURNED THE MORNING OF 7/ WE SPOKE TO HER DIRECTLY AND EXPLAINED SHE WILL NEED TO MAKE AN APPOINTMENT TO PICK UP HER BELONGINGS, AT THAT TIME SHE TOLD US SHE WOULD NEED TO CALL US BACK ONCE SHE FIGURED OUT WHEN IT WOULD BE A GOOD TIME FOR HER TO COME

At no time have we spoke to this lady except for when she picked up her license plates When she picked up her license plates, she was in the vehicle and did not say anything at that time We were made of aware of this when the finance company contacted us regarding a condition report of
the unit which showed there was slight damage to the right corner of rear bumper This damage was not caused by our company and appeared to be existing damage

Complaint: ***
I am rejecting this response because: I will say they did call me about an hour after I put my complaint in, and the lady I talked to did state that I had to call the finance company to get it ok for my husband to get our stuff which I did doNow I also explained to this lady that I was concerned because we and tools and other equipment in the truck and that I was concerned that something would come up missingShe assured me that it would be safe and nothing would come up missingWell my husband Jack is missing out of our truckwho is going to pay for that
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/12/01) */
Not real sure what this complaint is aboutWe have spoken to Ms*** on several occasions and infact, she has picked up all of her personal belongingsWe have signed release forms if needed

We have a signed personal property form with [redacted]'s name on it which is the [redacted]'s husband and who the finance company approved to come and retrieve the personal property out of the vehicle.  When signing the form it states that all of the property was in the vehicle and the customer is satisfied.  Now, [redacted] is coming back to us stating that a jack was missing out of the unit.  At the time of the repossession, it was noted there was personal property inside the unit but the unit was locked up and we did not get a key when it was picked up.  Without a key we are not able to enter the unit.

In response to this complaint, on the evening the debtor's vehicle was repossessed, she had the opportunity at that time to get her belongings out of the vehicle but instead chose to be very rude and non-compliant with the repossession agent, therefore the vehicle was repossessed with the property...

inside it.  A few days after the debtor's vehicle was repossessed we received a message from the debtor that she wanted to make an appointment to retrieve her belongings, we tried calling the debtor back but her voicemail is full and cannot take anymore messages.  The debtor called us back unfortunately she had to leave us another message, we called back and again she didn't answer and her voicemail is still full, cannot leave a message.  So the debtor needs to answer the phone when we call or clean out the voicemail so we can leave a message when she doesn't answer her phone.We did not steal this debtor's car, she did not make payments to her financial institution therefore, they want their collateral back.  The debtor's belongings are available for her to retrieve, she needs to call our office to set up an appointment.  When she calls if we do not get to her call, she needs to leave a message, we will call her back but she needs to answer her phone or clean out her voicemail so we can leave her a voicemail.  The property in the debtor's vehicle belongs to her, we do not want to keep her property.   We are not responsible for the debtor's financial obligation to the financial institution her vehicle was financed through, that is the responsibility of the debtor.  We in no way will place a down payment on a vehicle for the debtor, again that is her responsibility to make her payments so the vehicle does not get placed for repossession.

IN ORDER FOR US TO BE COMPLIANT WITH THE FINANCE COMPANY, WE AS A COMPANY CANNOT SPEAK TO ANYONE OTHER THAN THE PERSON LISTED ON THE LOAN PAPERWORK REGARDING THE LOAN AND VEHICLE.  TO BE ABLE TO SPEAK TO ANYONE OTHER THAN THE PERSON LISTED ON THE LOAN, WE WOULD HAVE TO RECEIVE A NOTICE IN...

WRITING FROM THE FINANCE COMPANY GIVING US AUTHORIZATION TO SPEAK TO WHOMEVER THEY STATE ON THE NOTICE.  FOR THIS PARTICULAR PERSON, WE DID NOT RECEIVE AUTHORIZATION TO SPEAK TO HER HUSBAND SO WE CANNOT DISCLOSE 3RD PARTY INFORMATION.WE DID RETURN THE PHONE CALL YESTERDAY 7/26 AND WE SPOKE TO HER HUSBAND.  WE EXPLAINED THAT SHE WOULD NEED TO CALL US BACK TO DISCUSS HER ACCOUNT AND ALL THEY WOULD NEED TO DO IS SET UP AN APPOINTMENT TO RETRIEVE THEIR PERSONAL BELONGINGS.  WE RECEIVED A MESSAGE FROM HER AFTER HOURS ON 7/26, HER PHONE CALL WAS RETURNED THE MORNING OF 7/27.  WE SPOKE TO HER DIRECTLY AND EXPLAINED SHE WILL NEED TO MAKE AN APPOINTMENT TO PICK UP HER BELONGINGS, AT THAT TIME SHE TOLD US SHE WOULD NEED TO CALL US BACK ONCE SHE FIGURED OUT WHEN IT WOULD BE A GOOD TIME FOR HER TO COME.

The debtor needs to call our office to set up an appointment for him to pick up all of his personal property.  We do not go through the personal property and take out just the plates for the debtor.  He will need to take all of his personal belongings with him at his appointment.  If he does not call to make an appointment to retrieve his personal property, then after 30 days the personal property is disposed of.

In response to this particular complaint, in now way did Tri Star Recovery do anything incorrectly and out of compliance of our finance company directions.  Our client, the debtor's finance company, sent us a repossession order to pick up their collateral that the debtor had fallen behind on...

payments.  We secured the unit for our client.  The unit sat at our facility until our client requested the transport company to come and transport the unit to the auction.  None of this was our doing, the finance company had set everything up.  The following day the unit was transported, the debtor paid the finance company so they released the unit.  We received the release paperwork and informed the finance company the unit had transported the day before.  Before the unit left our facility, we did remove personal property which is procedure for any unit being released to transport.  Now if the debtor's unit was stripped as noted in the complaint, then it was done after it left our facility.  When we finally spoke to the debtor, we explained that the unit had transported the day prior so he would need to pick the unit up from the auction but he will need to pick up his property from us.  The debtor made an appointment with us and retrieved his personal belongings.  When he picked up his property he stated that his wife contacted Revdex.com and not him.  The debtor's wife was not listed on the loan so therefore we are not allowed to release any information to wife unless the finance company approves us to do so because of the privacy laws.

Complaint: [redacted]
I am rejecting this response because:  They never called me back plus the only time they called was the time we talked and was on a caller Id blocked. I told them I just want my plates and the can't charge me to storage plates , again I just want my plates . I read other complaints they had and this is not the first time they do that , it seems to be normal for them . 
Sincerely,
[redacted]

The customer did not leave a message for us until Friday afternoon 12/23  which we were already closed due to the holiday.  When we arrived back to the office on 12/27, we returned his phone call.  He explained that he would like to pick up his personal property, we explained he will...

need to make an appointment and there will be a storage fee due.  The fee is for storage of his personal property not for his license plates.  I explained that I would call him back to verify we had placed the licensed plates with the rest of his personal property.  I tried calling him back but there was no answer so we left a message and we have not heard from him since.

At no time did our agent open this debtor's garage. As a courtesy, we spoke to the police after the debtor called. The responding officer stated he didn't understand how the damage could have been done from the outside. At no time did our agent damage or open the debtor's garage or garage door. ...


After our conversation with the responding police officer and our agent, we came to the conclusion that this damage was not done by us. Our agent did not open the garage door.
The debtor made a statement to our manager that her garage has been broken into several different times, even while she has been sitting outside by the garage in the daytime she witnessed someone trying to break into the garage.
We will not cover the fees for the part and labor as the debtor described as we have explained that our agent did not open or damage the debtor's garage door when repossessing unit.

This is incorrect.  We have returned all calls and left several detailed messages explaining to her that we have had phone & internet techs upgrading our systems. For whatever reason our phones were not ringing only giving us messages.  In our messages we explained she would need to...

answer her phone when we call because we are not receiving any calls.Furthermore we contacted her finance company about this so they could call her and let her know what is going on; which they told us they would let her know.