Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/30/2022 my car was repoed to this junk yard sterling recovery access...
  I wanted to get my things, and till I worked out something with the bank, which is already situated and pay for basically went to recover my things which I know I left in the car because the car was took em suddenly...
  I wasn't able to get a pick up date for my belongings until Friday which was December 2, 2023...
  On arrival, I was only asked to show my ID I never was showed any forms or any inventory list that showed my items that they took out of my car.
  I definitely have items missing that I know for sure were in my car again. My car was tooken suddenly so all the things that I said were in there were.
  
  Missing items
  1. Ebt card
  2. Cash in the amount of $45.00 and all my loose change (nickels quarters dimes and pennys)
  3. My paper work which has nothing to do with the car also was thrown away
  4. My red hookah pen and my pink ashtray
  
  And it's not like I wasn't coming back for my car which it is already paid for The guys were really rude and never showed me any documents of what was inventoried of my items...
  
  Also, I had to go to the police report station to pick up items that were mine, but were zipped up in my purse they had no rights going through my personal items, thoroughly like I committed a crime or something those were my personal items.
  Also, the photos I sent are of the two guys and they never showed me any documents to sign, showing what they had pulled or recovered out of my car, but they told the people that I refuse to sign something that I've never even got shown?what would have been my reason of denying signing? Also, he could have been mistaken me for the woman after me due to the fact that they stole her Cadillac converter THEY ARE THIEVES AND IM SO UPSET they took all these items from my car as well as other things and I'm actually one of the ones that was coming back to get my car!!! I also reported this to my car dealer.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/12) */
  Everything that was in the vehicle was returned to the customer and she signed the inventory list indicating as much. She had a firearm in the vehicle and per CA law, we are required to call the police and they take it away and she gets it back from them. So she's complaining about us following the law. There's nothing we can do about that.
  
  
  Consumer Response /* (3000, 7, 2022/12/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  At the end of the day, I don't have a problem with you guys following the law, but the law does not say go through purses. It says to strictly take out what you took out, not out of someone's purse. You guys thoroughly went through my purse and items even the sheriffAt the end of the day, I don't have a problem with you guys following the law, but the law does not say go through purses. It says to strictly take out what you took out, not out of someone's purse. You guys thoroughly went through my purse and items even the sheriff station said to make sure that I put in that report they are only supposed to take out the items and place them into a bag not thoroughly go through it like I'm some kind of criminal. Yes, the gun is registered to me so I will be receiving it back. It's just the point you don't go to peoples belongings, especially a person who came back and got her vehicle.said to make sure that I put in that report they are only supposed to take out the items and place them into a bag not thoroughly go through it like I'm some kind of criminal. Yes, the gun is registered to me so I will be receiving it back. It's just the point you don't go to peoples belongings, especially a person who came back and got her vehicle. You guys treated me as if I committed a crime and that's unacceptable and I never received the inventory list nor did I sign one. I even re-spoke to the guy about it and he said that he didn't get a chance to show it to me because he had a lot going on and that he apologize You guys treated me as if I committed a crime and that's unacceptable and I never received the inventory list nor did I sign one. I even re-spoke to the guy about it and he said that he didn't get a chance to show it to me because he had a lot going on and that he apologize. My company as well said that that was unacceptable and that's not what was supposed to happen again you guys thoroughly went through my purse and things there are still missing items and I will never know about them because you guys never showed me an inventory list ever.
  
  
  Business Response /* (4000, 9, 2022/12/23) */
  The complainant is simply incorrect. We are indeed supposed to go through the purse or any other luggage items. If there was a gun in the purse, how would we know if we didn't go through the purse? if there was a large amount of cash in the purse that should be stored in the office safe, how would we know if we didn't go through the purse? etc., etc.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 26 2022 this company text my phone to tell me I could pick up my belongings july 27 2022 when I tried to call to get a different appointment no one answered. The only way I was able to get ahold of them was by going to the sun valley office.. the guy who was working was so rude then they wouldn't talk to me but they talked to my friend who had nothing to do with the car which I never said was okay. The topping on the cake was when I was finally given my belongings there was other peoples mail in with my belongings who I never even heard of than over $4,000 worth of stuff was missing speakers, tools, my medications, sunglasses, purse, wallet, and other items. Tried to get ahold of the owner and they told me it all went with the car. I got ahold of the place the that picked up my car and they said there was only a few small items left in the car. Once I called sterling back they told me oh yeah prove it and hung up on me.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/12) */
  We do not have an account with the name*************. Please have her provide the last six digits of the vin so we can investigate her claim.

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was towed on Wednesday November 16, 2022. I made an appointment for Friday November 18 and they cancelled my appointment, so I had to reschedule. I made a second appointment for Monday November 21. I picked up my car and checked if all my belongings were in the car and my Ray-Bans piolet shades were missing. I checked the bags that the company put in my car filled with all my belongings. Everything was there except my shades. I was only able to find the case they belong inside but the glasses are gone. I asked to speak to the manager but the clerk told me he left for lunch and to come back in 45 minutes. I went to grab lunch to pass the time and when I got back the clerk told me he had left. He's clearly dodging my complaint. It's very unprofessional especially as a business to be stealing from people. I read on Yelp and apparently this isn't the first time. Many people had complained that their belongings had been stolen.
  
  I know the managers name is **** and it was at the location in Sun Valley
  *************************************
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/11/23) */
  The only account we have under the name *************, the debtor never came to pick up his property. We need the last six digits of the vin to confirm we have the correct account.
  
  
  Consumer Response /* (3000, 7, 2022/11/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did go to pick up my property. I made the appointment under my name *******) but the car is under my father's name (******). The vin is ******
  
  
  Business Response /* (4000, 9, 2022/12/05) */
  According to our records, sunglasses were listed on the property inventory form and were returned to the debtor. He signed the inventory form indicating all items were accounted for and returned to him. As such, we have no evidence that they were not and he verified/attested to the fact that everything was returned.
  
  
  Consumer Response /* (4200, 11, 2022/12/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If my sunglasses were returned to me in the beginning process then I wouldn't be here right now making a complaint. The business made me sign for my belongings before I had the chance to check for them. Either return them to me or reimburse me for them.

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a recovery company that confiscates cars for repossession and any personal belongings in said car. The business has a large amount of complaints regarding people setting appointments to come get their belongings then being told their items can't be found upon arrival this never getting their personal items back. The reviews describe this as their items being stolen by the employees at this company. I personally set an appointment to get my belongings back. I just moved to town out of state a little over a month ago so I had several bags of my clothes, an air mattress, a beach chair, some insulated bags, and another box of personal items at the time they had picked up my vehicle. I was originally told I had 36 more business days before my belongings would be discarded/ removed from the premises. Upon setting up an appointment to recover my items and after confirming said appointment, I arrived (leaving during my lunch break at work) to be told that they were having trouble finding my items. When I asked why after confirming my appointment why they wouldn't have located my belongings to have them ready upon my arrival, I was told "we have a lot of stuff and most people don't ever come to get their things that is why we don't start looking until the person actually shows up". I had to go back to work so I asked what could be done (they have very limited hours and I work everyday so was already difficult for me to set up an appointment). They asked me to leave my phone number and that they would contact me upon locating my items. That was Friday the 11th and as of today 11/16/22 , I have still not been contacted or updated. They had mentioned my expiration on being able to recover my items would be done soon. I am anticipating them not reaching out to me and then claiming my dates have expired. People routinely not coming to get their stuff isn't a good excuse to not have some sense of organization for the people that DO show up.
  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 5, 2022/11/28) */
  we are addressing the issue directly with the consumer.
  
  
  Consumer Response /* (2000, 7, 2022/12/13) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The business was unable to locate my belongings and offered monetary compensation. There had been several bags of clothes, a beach chair, a utility dolly, an air mattress, and some insulated grocery bags among some smaller personal items lost. Although unfortunate, they put effort into a resolution which was appreciated.
  
  Business Response /* (4000, 21, 2023/01/04) */
  We resolved this with the customer and reimbursed her for her lost belongings.

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Right front rim wheel is scratched.
  - Right front passengers door, the window switch is damaged.
  - I had a hammer under the passenger seat that was stolen.
  - Battery Jump starter jump guide was stolen. It was under the front passenger seat.
  - My knife was in the glove compartment. That was also stolen.

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 6, 2022/11/23) */
  The only account we have under the name***************** is one that we never recovered. We need the last six digits of his vin please.
  
  
  Consumer Response /* (2000, 8, 2022/11/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They strach my front rim when they load it up on the tow truck and i had a hammer and type s 12v 6.ol battery jump starter and a nkife that was stolen

• Initial Complaint

  Date:10/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car was repossessed and was told to contact this company to get personal belongings back. Called the number and it was an automated call directing me to website. Went to website and was instructed to make an appointment. Made an appointment and was told to wait for confirmation via text or email. Never received either. Could not reach anyone through phone it was all automated. Made another appointment same thing again. Finally received a call but by that time the price to collect personal items was over 1000 dollars. Car was returned to us from finance company but not personal belongings from repo company. After receiving car noticed our spare tire was removed also. Also we never received any letter or anything informing us about how to get in touch or where to go get our stuff. And no inventory list of items as well .
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/23) */
  We cannot find an account under the name **************, so we cannot respond unless she provides the last six digits of her vin number.

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  hello , my name is ***** *****, my white toyota prius car 2016 was towed on 10/05/2022 at 1:40pm from my location to ******************************************** I am emailing you regarding several missing items/belongings in my vehicle that were not in the vehicle when I came to pick it up my vehicle was recently towed due to accidental missed vehicle payment. I came Thursday at 1:40 PM to pick up my vehicle code ******** owner of vehicle ***** *****. I noticed that most of my belongings were missing!! Items are blue Nintendo DS also $320 in 20 Dollar bills that were in my side door also two packs of tobacco rolling cigarettes and A whole bag of shampoo and Home supplies. When I asked the person working they told me that The rules were that my items are illegal the person working said the two packs of tobacco rolling cigarettes were illegal and due to that most of your things are missing in your vehicle this absolutely did not make sense to me!! The employee working did make any sense and was also extremely rude saying that the financial company asked the towing company to open and take my stuff, when i contscted the financial company they say they never asked the tow to touch any of my stuff. The total amount of my missing belongings are $540 I am expecting my missing items or a A wire transfer of this amount. I do not want to take this complaint further but if I have to I will notify my lawyer because what happened was extremely unprofessional and I will not wish this to happen to anyone else.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/28) */
  According to our records, everything that was in the vehicle was returned to the customer. Per CA law, we do not store combustibles, chemicals, liquids or any food products and those items are disposed of. Nothing in the property was "illegal" and we are required by state law to inventory and remove personal property. The customer signed the inventory list indicating all items were accounted for and returned to him.

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sterling Asset Recovery ************************************** stole**************** clothes it was around $80 dollars worth of clothes. My *********************** $30 without taxes. I left a picture of how much I spent on the clothes with the woody toy. I can't find my check either, my check was around $255. I need a solution to this, this isn't right! It's not right for them to go into cars and steal then defend themselves with a be excuse. It was a total of $370 that they STOLE from me.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/28) */
  Everything that was in the vehicle was returned to the customer and she signed for it indicating that all items were accounted for. We doubled checked our storage bin and did not find any additional items from the vehicle.

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Repossession occurred today 9/16/22, and fees were paid directly to my lender and I was advised that my car will be released. My son is undergoing chemotherapy which is what actually put us behind 60days. I've never been late on my car note prior to my son needing chemotherapy. I explained that I am the SOLE parent (his father deceased, Nov 2020) and still the first day I can retrieve the vehicle is a week away. I really needed empathy and compassion as this is the most troubling time of my life and ******** did not provide. They would not release my vehicle (vin ending in ******). I paid within 2hrs of my vehicle being impounded and this is a medical emergency as my vehicle is used to transport my child. I'm not sure why there is a week delay on retrieval when fees are paid and ESPECIALLY WITH MEDICAL CIRCUMSTANCES that are truly life or death. Please have compassion for people !
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/09/26) */
  The customer's story is simply inaccurate. The first day we had a release from her lender was Friday 9/16. We fill up appointments several days in advance so all Friday appointments were long since booked when we were first able to release the vehicle. She did make an appointment for Monday the 19th so that's literally the next business day and the first available appointment we could make as we are not open on the weekend. So she got her car back within 1 business day of us getting the necessary release from her lender. Not really sure what else there is to say - everyone, literally everyone, has an "emergency" and needs their vehicle back immediately and ahead of everyone else. This is why we go on a first come/first served appointment basis.
  
  
  Consumer Response /* (3000, 7, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response from sterling is why there are so many complaints. I had to go above and beyond without assistance from STERLING to secure my vehicle. So whomever is responding is acting as if they assisted me when they surely did not. In addition they charged me a $175 after hours fee (3:30pm) which is completely ridiculous considering there were no appointments and I had to contact multiple resources to get the car even on Monday. My lender had to reach out again. I had to email directly and keep calling. No empathy and a lack of professionalism. Even the tow company where the vehicle is stored stated that this company does consumers wrong and that they aren't as busy as they've been hearing Sterling is making it appear to be. I know the intention was to keep the car over one week to rack up storage fees and it's a very dirty practice. May you encounter an emergency in your life that causes others to say to you "everyone has an emergency". Well I have my car and my child is undergoing his treatments so thanks for that! This business is sure to crumble so stay on that high horse because you all will be falling soon. They are smart and didn't want a lawsuit on their hands which is why the car was released in all honesty. They did not want the bad media attention that would've surely followed. So do better and be better people because this business is nothing but scam and scum.
  
  
  Business Response /* (4000, 9, 2022/10/10) */
  There is nothing to respond to here other than continued aspersions and revisionist history. Again, we are on first come first serve and this debtor apparently feels entitled to jump the line. In fact we were completely booked on Friday the 16th, including all the after hours appointments so the first possible day she could redeem her vehicle was the next business day, which she did. The entitlement on display is simply astounding: give me special treatment b/c my problems are bigger than everyone else's and coddle me with empathy while you're at it. Victimhood at its finest. Lawsuit? For having a full schedule of appointments? That's not something that worries us in the least. Simply put: we did nothing wrong. We stand by the service we provided. No further communication will be made on this most ridiculous complaint.

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was repossessed with my wallet inside that contained my bank cards, and ID. I had blocked the card for safely mesures but the following days I got bank notification that they were trying to used my card for more than $1000. Now all my fees are paid to the financing company but I'm still struggling to get my car back for the last 3 weeks. With prices constantly changing I recorded them quoting me $75 but they later want to change it to $275. Saying I have 2 bag of property when they know it's just 1. So we'll see how today goes.
  

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/09/26) */
  without the last sic digits of the vin we are unable to look up her account (nothing comes back under that name). Sounds like she has an appointment already.