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:04/03/2025

  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 vehicle had a repo order on pause I was working on resolving it. My credit union gave me a confirmation of ********* and said they notified the company. At late night/morning on 4/2-3/25 a neighbor reported a man broke into our yard with a flash light looking in our vehicles. I live in *********, ***********, my property has a locked gate the repo man jumped into our property. By law in my area a repo man cannot enter private property with a locked gate without the permission of the property owner or someone in lawful control of the property. The repo man was breaching the peace forcibly entering a locked garage, gate on private property in enclosed area.When the neighbor confronted him because he looked suspicious the man exchanged words and jumped in his car the neighbor followed him. A repo man may not make threats, intimidation, opening a locked garage or any action that constitutes a breach of peace during the repossession. This includes physical altercations, verbal abuse, or any behavior that may escalate the situation. He did that.

  Business Response

  Date: 04/21/2025

  April 17, 2025
  Better Business Bureau
  Case ID ********
  ***************
  **********************************
  ************, IN 46241
  To Whom It May Concern, 
  PAR, Inc. (PAR) received the complaint of ********* ****** **** ******) via the Better Business Bureau, Complaint ID ******** (Complaint) on April 4, 2025.  The Complaint relates to a repossession assignment for a 2019 JEEP GRAND CHEROKEE (Vehicle).     
  PAR is a forwarder which connects companies that make automotive loans with licensed repossession service providers throughout the United States. PAR does not take part in the physical act of repossessing vehicles; rather, an independent repossession vendor performs the physical repossession. As it relates to the Complaint, Allied ARM-Consumers CU (AACCU) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to *************************** (Coastline), a repossession vendor located in *********** 
  On April 3, 2025 at 10:09am EST, PAR received a request by ***** to place a hold on the assignment, which was processed immediately. At 11:01am EST PAR noted a call had been received by our ************** from Ms. ****** asking if the assignment was on hold, which the employee advised it was. Ms. ****** advised that someone attempted to jump a gate to look for the Vehicle and was chased off by a neighbor the previous evening.
  On April 4, 2025 PAR received the Complaint and per PARs complaint handling procedure, PAR requested a statement from Coastline on any activity made on the assignment the evening of 4/2, early morning of 4/3. Coastline provided a statement stating that they ran the address but that their drivers do not jump gates or fences when searching for vehicles.
  On April 10th, Ms. ****** called PAR to advise that a decision was made to surrender the Vehicle. As of April 16, there is an arrangement made for the unit to be secured. 
  
  At this time, PAR considers this matter closed. 
  
  Sincerely, 
  
  ****** Herdrich *****
  COO, PAR, Inc.
  
  

• Initial Complaint

  Date:03/17/2025

  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 JANUARY 22 2025 MY CAR WAS TOOL BY LIGHTIN REPO 1205 NORTH ************************************************** THE COMPANY THAT HANDLE THE **** WAS DONE BY PAR NORTH AMERICA THE CAR STAY AT THE *** FOR 4 DAYS I HAVE PAID THE FULL AMOUNT TO GET THE CAR BACK ON THE JANUARY 24 2025 WHEN I WENT TO PICK UP THE CAR ON JANUARY 28 *********************************************************************************************************************************** THE PICTURES I AM SENDING TO YOU SO I CONTACT PAR NORTH AMERICA TO GET THEM TO FIX THE PROBLEM I HAVE MADE A BUNCH PHONE CALLS AND REQUESTED THAT THEY FIX THE PROBLEM I HAVE SENT THE PICTURE TO THEM WITCH I DID 7 TIMES THEY SAY THEY HAVE RECEIVED THEM THEY SAY THEY DID NOT HAVE RECEIVED I KEEP WAITING ANY NONE OF THIS TIME THEY EVEN TRY TO RESOLVED THE ISSUE I EVEN TOLD THEM THAT I WAS PLANING TO REPORT TO BBB AND UNTIL NOTHING I NEED THEM TO FIX THE DAMAGE THEY CAUSE BY LIVING MY WINDOWS OPEN KNOWING THE HAVE A CAR PAINTING COMPANY NEXT TO WHERE MY CAR WAS AT LIGHTING REPO

  Business Response

  Date: 03/26/2025

  March 26, 2025
  Better Business Bureau
  Case ID ********
  ***************
  **********************************
  ************, IN 46241
  To Whom It May Concern, 
  PAR, Inc. (PAR) received the complaint of ******** ***** **** *****) via the Better Business Bureau, Complaint ID ******** (Complaint) on March 18, 2025.  The Complaint relates to a repossession of a 2018 Nissan Rogue Sport (Vehicle).     
  PAR is a forwarder which connects companies that make automotive loans with licensed repossession service providers throughout the ************** PAR does not take part in the physical act of repossessing vehicles; rather, an independent repossession vendor performs the physical repossession. As it relates to the Complaint, ******************** (TDAF) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to ************************ (LRI), a repossession vendor located in *********** *** reported that it had secured the Vehicle and had taken it to its storage lot on January 22, 2025. On January 28, 2025, Ms. ***** retrieved the vehicle and personal property from LRIs storage lot.
  On January 28, 2025, Ms. ***** called PARs contact center alleging that there was damage to the Vehicle in the form of dried white paint in its interior. PAR followed its complaint handling procedure, including requesting a statement from *** on aspects of the recovery and storage of the Vehicle. Per LRIs statement, this storage location was in the vicinity of wildfires that were burning at the time and ashes from those fires were regularly falling. *** asserted thus, that it was not dried paint in the Vehicles interior, but rather ash from the wildfires which will wash off.
  On January 28, 2025, PAR left a voicemail for Ms. ***** requesting photos of the Vehicles interior so that it could evaluate LRIs statement.  PAR followed up on its request on February 3rd and Ms. ***** advised that she would be sending photos that evening. PAR did not receive the photos and eventually closed out the complaint. On February 17th, Ms. ***** called PARs contact center asking about the photos she sent. PAR advised her that it had not received an email from her and requested that she try to send the photos again. However, PAR did not receive an email from Ms. ***** and thus the matter remained closed. 
  The Complaint contained the photographs which were allegedly sent by Ms. ****** PAR reviewed them and believes that they are consistent with LRIs statement that it is ash and not paint. Thus, PAR, without any admitting any wrongdoing, has reopened its internal complaint and will reach out to Ms. ***** to discuss possible remediation for the ash in the interior of the Vehicle. 
  
  Sincerely, 
  
  ****** Herdrich *****
  COO, PAR, Inc.
  
  

• Initial Complaint

  Date:03/03/2025

  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 by there vendor and they stole everything out of my car told me there was nothing in my car or that they must have forgot to check and see what was in the vehicle as well as would not let me have my tag off the vehicle and now my license is suspended for not turning in said tag. I had stuff in my car that is irreplaceable as it was from my dead sister as well as my kids PlayStation5 as they were being picked up from there friends house when repo happened I gave driver of tow truck the keys with the understanding that I would be able to get everything out of my car. And that never happened.

  Business Response

  Date: 03/04/2025

  March 4, 2025
  Better Business Bureau
  Case ID ********
  ***************
  **********************************
  ************, IN 46241
  To Whom It May Concern, 
  PAR, Inc. (PAR) received the complaint of ****** ****** **** ******) via the Better Business Bureau, Complaint ID ******** (Complaint) on March 3, 2025.     
  After review, the Complaint lacks sufficient information and PAR does not have any record of this individual making a complaint. We invite Ms. ****** to contact PAR at ************ to file a complaint with us directly.
  
  Sincerely, 
  
  ****** Herdrich *****
  COO, PAR, Inc.
  
  
  
  

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

   

   

  There has been constant communication with tow truck company and  American Credit Acceptance who my loan was through. As stated above when I spoke to PAR tow truck people they stated they didnt check the car for anything inside before sending to auction in ******* as well as they would not give me my license plate now my license is suspended for not carrying insurance on a car I do. Not have and state of Florida said I have to turn my plate in now with ****** reinstatement fee to fix for something that is not my fault. As when I was contacted by repossession agent I gave my keys and the car with no problem with the understanding I would be there to get my stuff out of the car asap as they took the car why I was at dollar general so I had to walk home could not carry all my stuff. I just want my stuff back as well as my license reinstatement As my license has never been suspended or revoked since I got them 30 + years ago 

  
  ****** ******

  
  

• Initial Complaint

  Date:02/06/2025

  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 towing company repossessed my vehicle at night. They claim ******************* sent them to repo the vehicle. Funny this is our vehicle is financed with ANOTHER BANK. Towing company refuses to speak to us stating they cannot give out any information due to a police investigation done to the car, even though the vehicle is under my name and belongs to another bank NOT *************** I have all legal documents to prove that *** paid the car on time AND that its financed with another bank from what theyre claiming. After calling **** bank, they confirmed with us that they never sent this towing company to repo our vehicle BECAUSE WE HAVE NOT FINANCED THE CAR WITH THEM.

  Business Response

  Date: 02/14/2025

  February 14, 2025
  Better Business Bureau
  Case ID ********
  ***************
  **********************************
  ************, IN 46241
  To Whom It May Concern, 
  PAR, Inc. (PAR) received the complaint of ******* ******* **** *******) via the Better Business Bureau, Complaint ID ******** (Complaint) on February 7, 2025.     
  After review, the Complaint lacks sufficient information and PAR does not have any record of this individual making a complaint. We invite Ms. ******* to contact PAR at ************ to file a complaint with us directly.
  
  Sincerely, 
  
  ****** Herdrich *****
  COO, PAR, Inc.
  
  

• Initial Complaint

  Date:01/31/2025

  Type:Product 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 taken by par North America with my belongs in it and when I received my car back, my belongs were missing. I tried to contact the company and they told me they did discarded of it and wouldnt give me myitem or my money back. The representative was very unprofessional aggressive, and shouldnt be in a calling center at all. If she came in a professional manner, maybe it could be resolved, but it seemed like there was no resolving it with that person in the call center. The representatives name was *** it was a Versace cologne.

  Business Response

  Date: 02/07/2025

  January 6, 2025
  Better Business Bureau
  Case ID ********
  ***************
  **********************************
  ************, IN 46241
  To Whom It May Concern, 
  PAR, Inc. (PAR) received the complaint of ***** ****** **** ******) via the Better Business Bureau, Complaint ID ******** (Complaint) on February 3, 2025.  The Complaint relates to a repossession of a 2014 ************* CLA Class (Vehicle).     
  PAR is a forwarder which connects companies that make automotive loans with licensed repossession service providers throughout the United States. PAR does not take part in the physical act of repossessing vehicles; rather, an independent repossession vendor performs the physical repossession. As it relates to the Complaint, ************ (********) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to After Hours Auto Recovery (AHAR), a repossession vendor located in **********. **** reported that it had secured the Vehicle and had taken it to its storage lot on January 16, 2025. On January 21, 2025, Mr. ****** retrieved the vehicle and ******al property from AHARs storage lot.
  On January 21, 2025, Mr. ****** called PARs contact center alleging that after retrieving the Vehicle, there was Versace cologne missing from inside the Vehicle. On January 22, PARs Resolutions team called Mr. ****** and left a voicemail explaining the process for dealing with ******al effects and inviting him to call back with any questions.  On January 31, 2025, Mr. ****** called PAR back to get an update about his complaint. He spoke with a PAR Resolutions team member, on a recorded call, who again explained the process for dealing with ******al effects, including immediate disposal of certain items as set forth in applicable law and regulations. PARs senior management has reviewed the conversation on January 31, 2025 and PARs representative was professional in all aspects of the call and Mr. ****** hung up before the conversation could continue with further detail.
  Per PARs complaint handling procedure, PAR requested a statement from AHAR on how the Vehicle was secured, towed, and stored at the storage lot and how the ******al property was stored. Per AHARs statement, the Vehicle was secured without a key and they did not access the interior of the Vehicle. The first ****** to access the Vehicle was Mr. ****** with his key at the redemption appointment. Therefore, PAR has been unable to substantiate that AHAR or PAR did any wrongdoing as it pertains to the missing cologne and the professionalism of all phone calls, thus PAR denies that it is liable for any reimbursement.  
  PAR respectfully declines to take any further action with respect to Mr. ******* complaint.
  
  Sincerely, 
  
  ****** Herdrich *****
  COO, PAR, Inc.
  
  
  

• Initial Complaint

  Date:10/29/2024

  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.

  My SUV was repossessed in September and the night of the repossession, I handed my SUV over to the tow truck driver but now Im being charged a fee for Par North America allegedly getting my truck rekeyed but the day of pickup, I was giving my original key by the teller. They are also charging me a flat bed fee when a flat bed truck didnt pick up my vehicle. A regular tow truck did.

  Business Response

  Date: 11/04/2024

  November 4, 2024
  Better Business Bureau
  Case ID ********
  ***************
  **********************************
  ************, IN 46241
  To Whom It May Concern, 
  PAR, Inc. (PAR) received the complaint of ****** **** **** ****) via the Better Business Bureau, Complaint ID ******** (Complaint) on October 30, 2024.  The Complaint relates to a repossession of a 2018 *** X1 (Vehicle).     
  PAR is a forwarder which connects companies that make automotive loans with licensed repossession service providers throughout the *************. PAR does not take part in the physical act of repossessing vehicles; rather, an independent repossession vendor performs the physical repossession. As it relates to the Complaint, American Credit Acceptance (ACA) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to Heat Recovery and Towing (Heat), a repossession vendor located in *******. Heat reported that it had secured the Vehicle and had taken it to its storage lot on September 9, 2024. The Vehicle was retrieved from Heats storage lot by Ms. **** on September 18th with no mention of any issues at the time of the retrieval.
  On September 18, Ms. **** called PARs contact center alleging that after retrieving the Vehicle, the right floor mat was missing and the check engine light was on. 
  Per PARs complaint handling procedure, PAR instructed Ms. **** to provide a diagnostic regarding the check engine light. PAR requested a statement from Heat on how the Vehicle was secured, towed, and stored at the storage lot. Per Heats statement, the Vehicle was secured with a Flatbed and a photo was provided to PAR showing the Vehicle on a Flatbed. Heat also advised that the Vehicle didnt have any floor mats, the floor of the Vehicle was a black plastic material. Because the Vehicle was recovered without keys, any prior mechanical condition was unknown. The check engine light was on at the time a key was cut for the Vehicle. ACA required that Heat cut a key for the Vehicle due to Heat not having full access.  Photos and a condition report were taken upon arrival to the storage lot. 
  On September 20th, 23rd, and 24th, PARs Resolutions department called Ms. **** and requested a diagnostic regarding the check engine light. On September 26th, Ms. **** called PAR claiming she was charged $900 for a key fee but claims she gave a key to Heat at the time of the repossession. PAR again requested a new statement from Heat regarding the key. Per Heats second statement, the Vehicle was recovered at 11:13pm via a flatbed. No contact was made with Ms. **** and no keys were obtained during the recovery. 
  PAR has been unable to substantiate that Heat or PAR did any wrongdoing as it pertains to cutting a new key and using a flatbed, thus PAR denies that it is liable for any reimbursement.  Therefore, PAR respectfully declines to take any further action with respect to Ms. ***** complaint.
  
  Sincerely, 
  
  ****** Herdrich *****
  COO, PAR, Inc.
  
  

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  The response is falsified. Contact was made the night of repossession in which my key was surrendered and I was given my auto tag. Heat Recovery & Towing and Par North America was both notified at the time I retrieved my vehicle of my missing floor mat and check engine light. I also, contacted American Credit Acceptance and Par North America the day I received the invoice of the assessed key and flatbed fees. I have contacted Par North America multiple times for a resolution with no call back. Please request to audit their system where my account was notated each time.
  
  Regards,
  
  ****** ****

  
  

  Business Response

  Date: 11/12/2024

  PAR is actively reviewing new information provided by Ms. **** in an effort to provide resolution. We ask that Ms. **** respond to our Resolutions Department's inquiries for new evidence so that we can continue the complaint handling process.

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ****** ****

• Initial Complaint

  Date:09/07/2024

  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.

  PAR has my vehicle and withholding my access on purpose. After contacting them in a timely manner, they told me a few hours no one has followed up w/ paid vendor they contract with to obtain rx -******* said 1hr, next agent said it was done the vendor contacted me this morning at 9am saying it was not processed. No one is in communication with anyone causing distress to me. I have tried several times, agents just give you the runaround

  Business Response

  Date: 09/13/2024

  Please see attached letter response.

• Initial Complaint

  Date:05/25/2024

  Type:Sales and Advertising 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 May 3rd, I paid my auto loan company to have my car released to me. It had been previously repossessed and my auto loan company contracted PAR North America. PAR initially sent the wrong name on my letter of release, even though my legal name and the name my auto company sent was hyphenated, they decided to remove my second name TWICE delaying the process 5 days. During this time, no one contacted me about damage to my vehicle. On May 8th, I called to make an appointment another appointment for May 9th with ADESA, an auction company PAR uses. Although I had previously called to make an appointment and they confirmed it without telling me this (canceled because name didn't match), this time ADESA informed me my car was not in operable condition. I got a condition report from ROSE towing on May 8th and it shows that my vehicle was not damaged (well yes, but cosmetic exterior damage), However, the interior had the dash ripped out and the vehicle was inoperable. No windows were broken. I filled a complaint with PAR on May 9th and was notified that they would contact me in 2 days. They never did. I asked for the condition report from ADESA so I could seek action on my own on May 9th, they asked for my vin number and I responded the same day. They never responded. On May 15th, I notified them that I was considering legal action and **** towing had proof of no prior damage, they gave me an approx. wait time of ***** business days from the start. I have lost money, I have no transportation. No one is communicating with me. This is absolutely unacceptable I HAVE NO WAY TO WORK. I am having to move out of my apartment. I notified them of this and they are doing nothing. I am uploaded photos from the condition report I was able to retrieve from Rose towing confirming no prior interior damage. I was also driving the car hours before it was towed.

  Customer Answer

  Date: 05/29/2024

  After being advised to speak with *****, I spoke with them and both par and ADESA are refusing to give me the condition report for my vehicle. I was just informed today that my engine is now missing from my car. I have proof of me driving my car hours after it was towed and no one removed an ENGINE from a car off the street.  They are claiming they're willing to fix it without accepting accountability???

  Customer Answer

  Date: 05/30/2024

  PAR North America is withholding my condition reports for my vehicles. I have requested this report over 5 times over the course of 3 and a half weeks and every time, they redirect me or ghost me. 

  Customer Answer

  Date: 05/30/2024

  PAR is still refusing my reports and now attempting to coerce me into having ADESA, A car auction, fix my car instead of paying to have it transported to a reputable repair shop. 

  Business Response

  Date: 06/03/2024

  June 3,2024
  
  Better Business Bureau
  Case ID ********
  ***************
  **********************************
  ************, IN 46241
  
  To Whom It May ********
  
  PAR, Inc. (PAR) received the complaint of ******************************************** (**********************) via the Better Business Bureau, Complaint ID ******** (Complaint) on May 28, 2024.  The Complaint relates to a repossession of a 2018 *********************************************
  
  PAR is a forwarder which connects companies that make automotive loans with licensed repossession service providers throughout the United States. PAR does not take part in the physical act of repossessing vehicles; rather, an independent repossession vendor performs the physical repossession. As it relates to the Complaint, ******************* (PenFed) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to Rose ****** & Recovery (Rose), a repossession vendor located in ********. **** reported that it had secured the Vehicle and had taken it to its storage lot on April 9, 2024. The Vehicle was transported to ADESA ******* on April 26, 2024.
  
  On May 3rd, PAR received a redemption release via email from PenFed. PAR then generated 2 release documents. One release was on PARs standard form which had the name written as *******************************. The other release on the Clients form was listed as ********************************************. Both were sent to **** and ADESA *******.  ********************** called to inquire about redemption paperwork. PARs contact center advised that the paperwork had been processed and sent to **** and ADESA *******. On May 7th, PenFed sent PAR another release with the name **********************************************. It was sent to both **** and ADESA *******. On May 8th, PAR was contacted by both **** and ********************** about the naming issue on the release paperwork,and PAR immediately re-sent the release from the 7th to both **** and ADESA *******.
  
  After PAR sent the release paperwork again, on May 8th,PAR received a complaint of vehicle damage from **********************. ********************** had not yet gone to redeem the Vehicle but was told over the phone by a representative at ADESA Chicago that the Vehicle was inoperable due to the dash being ripped out. In accordance with PAR policy, the complaint was logged within 24 hours on May 9th. PARs Resolutions process began by logging the complaint and reaching out to Rose for documentation as well as requesting the remarketing group to reach out to ADESA Chicago for documentation. From its investigation, PAR determined that the Vehicle had an after-market push start ignition that prevented a new key from being made, which is a standard procedure in preparation for sale at auction. At some point in the key cutting process, the Vehicle was placed on a hold for redemption and the work was not completed and the Vehicle was not put back together.
  
  On May 15th, ********************** called PAR for an update. PARs Resolutions department advised the customer via email that the remarketing team was still reviewing on their end and that PAR strives to resolve complaints within ***** business days. As a result of the investigation, PAR determined that ADESA Chicago would be responsible for the damage and subsequent repair.
  
  On May 28th, PAR received a call from the customer and received the ******************** Complaint. PARs Senior Compliance Manager advised the customer that ADESA Chicago would be responsible for the ignition repair. ********************** advised that she did not want ADESA Chicago to repair the Vehicle and that she wanted it transported elsewhere for the ignition repair.PAR advised ********************** that we would have ADESA Chicago transport the Vehicle to ***** Auto Fix on June 3rd and also asked that she provide PAR with any receipts for expenses incurred due to the delay.
  
  
  PAR acknowledges that there was delay in communication to ********************** about the repair of the Vehicle and is attempting to work with ********************** on ensuring the Vehicle is returned to the condition it was when it was recovered at no cost to ********************** and to remediate any additional damages pursuant to PARs policies. PAR asks that ********************** continue to communicate with PARs Resolutions department to resolve the matter.
  
  Sincerely,
  
  ********************************
  COO, PAR, Inc.

  Customer Answer

  Date: 06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  PAR North America is withholding my condition reports for my vehicles. I have requested this report over 5 times over the course of 3 and a half weeks and every time, they redirect me or ghost me. 

  After being advised to speak with *****, I spoke with them and both par and ADESA are refusing to give me the condition report for my vehicle. I was just informed today that my engine is now missing from my car. I have proof of me driving my car hours after it was towed and no one removed an ENGINE from a car off the street.  They are claiming they're willing to fix it without accepting accountability???
  

  PAR is still refusing my reports and now attempting to coerce me into having ADESA, A car auction, fix my car instead of paying to have it transported to a reputable repair shop. 
  

   

  Regards,
  
  ********************************************

  
  

  Business Response

  Date: 06/10/2024

  Better Business Bureau

  Case ID ********

  ***************

  ***********************************************************************>************, IN 46241
  
  To Whom It May Concern,
  
  PAR, Inc. (PAR) received the complaint of ******************************************** (**********************) via the Better Business Bureau, Complaint ID ******** (Complaint) on May 28, 2024. The Complaint relates to a repossession of a 2018 KIA ****** (Vehicle).
  
  PAR is a forwarder which connects companies that make automotive loans with licensed repossession service providers throughout *****************. PAR does not take part in the physical act of repossessing vehicles; rather, an independent repossession vendor performs the physical repossession. As it relates to the Complaint, ******************* (PenFed) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to Rose ****** & Recovery (Rose), a repossession vendor located in ********. **** reported that it had secured the Vehicle and had taken it to its storage lot on April 9, 2024. The Vehicle was transported to ADESA ******* on April 26, 2024.
  
  On May 3rd, PAR received a redemption release via email from PenFed. PAR then generated 2 release documents. One release was on PARs standard form which had the name written as *******************************. The other release on the Clients form was listed as ********************************************. Both were sent to **** and ADESA *******. ********************** called to inquire about redemption paperwork. PARs contact center advised that the paperwork had been processed and sent to **** and ADESA *******. On May 7th, PenFed sent PAR another release with the name **********************************************. It was sent to both **** and ADESA *******. On May 8th, PAR was contacted by both **** and ********************** about the naming issue on the release paperwork, and PAR immediately re-sent the release from the 7th to both **** and ADESA ********
  
  After PAR sent the release paperwork again, on May 8th, PAR received a complaint of vehicle damage from **********************. ********************** had not yet gone to redeem the Vehicle but was told over the phone by a representative at ADESA Chicago that the Vehicle was inoperable due to the dash being ripped out. In accordance with PAR policy, the complaint was logged within 24 hours on May 9th. PARs Resolutions process began by logging the complaint and reaching out to Rose for documentation as well as requesting the remarketing group to reach out to ADESA Chicago for documentation. From its investigation, PAR determined that the Vehicle had an after-market push start ignition that prevented a new key from being made, which is a standard procedure in preparation for sale at auction. At some point in the key cutting process, the Vehicle was placed on a hold for redemption and the work was not completed and the Vehicle was not put back together.
  
  On May 15th, ********************** called PAR for an update. PARs Resolutions department advised the customer via email that the remarketing team was still reviewing on their end and that PAR strives to resolve complaints within ***** business days. As a result of the investigation, PAR determined that ADESA Chicago would be responsible for the damage and subsequent repair.
  
  On May 28th, PAR received a call from the customer and received the ******************** Complaint. PARs Senior Compliance Manager advised the customer that ADESA Chicago would be responsible for the ignition repair. ********************** advised that she did not want ADESA ******* to repair the Vehicle and that she wanted it transported elsewhere for the ignition repair. PAR advised ********************** that we would have ADESA Chicago transport the Vehicle to ***** Auto Fix on June 3rd and also asked that she provide PAR with any receipts for expenses incurred due to the delay.
  
  PAR acknowledges that there was delay in communication to ********************** about the repair of the Vehicle and is attempting to work with ********************** on ensuring the Vehicle is returned to the condition it was when it was recovered at no cost to ********************** and to remediate any additional damages pursuant to PARs policies. All conditions reports mentioned in the rejection of the original complaint were provided to ********************** on May 30th and consider that portion of the complaint to be resolved. As of June 10th, PAR has been notified that the vehicle is fixed and ********************** will be picking it up on June 11th.
  
  Sincerely,
  
  ************************************, PAR, Inc.

• Initial Complaint

  Date:05/01/2024

  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.

  Par America handle the claim for the damages done to my home by one of their tow truck company Metro Investigations. However Par America found the tow truck driver not liable due to a distorted picture they received from ****** maps dated July 2019. I provided Par America with all the documentation and they still denied my claim

  Business Response

  Date: 05/13/2024

  May 2, 2024
  Better Business Bureau
  Case ID ********
  ***************
  **********************************
  **********************
  To Whom It May Concern, 
  PAR, Inc. (PAR) received the complaint of ********************** (Ms. *********** via the Better Business Bureau, Complaint ID ******** (Complaint) on May 2, 2024.  The Complaint relates to a repossession of a 2011 ***** Accord (Vehicle).     
  PAR is a forwarder which connects companies that make automotive loans with licensed repossession service providers throughout the United States. PAR does not take part in the physical act of repossessing vehicles; rather, an independent repossession vendor performs the physical repossession. As it relates to the Complaint, OneMain (OneMain) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to Metro Investigations (Metro), a repossession vendor located in ********. Metro reported that it had secured the Vehicle and had taken it to its storage lot on April 15, 2024. 
  Prior to receiving the Complaint, PAR had only spoken with Ms. ********** after we had denied a property damage complaint with Mr. ****************************** the Vehicle owner. On April 15, 2024, ****************** called PARs contact center stating that Metro crashed into a carport in the driveway. Per PARs complaint handling procedure, PAR received documentation from Metro and photos from ******************. After review, PAR found that the damage was pre-existing and ****************** never brought up the issue with Metro during an appointment to retrieve the Vehicle on April 16th. 
  On April 25th, PAR denied the complaint and advised ****************** he could further the complaint directly with Metro. On April 29th, Ms. ********** called PARs contact center asking PAR to re-review the complaint. PARs Resolutions department notified Ms. ********** that the complaint was denied. 
  
  PAR has been unable to substantiate that any damage occurred to the property during the repossession, thus PAR denies that it is liable for any repairs.  Therefore, PAR respectfully declines to take any further action with respect to Ms. **********s complaint. 
  
  Sincerely, 
  
  ********************************
  COO, PAR, Inc.
  
  

  Customer Answer

  Date: 05/22/2024

  We received PAR, Inc.'s response dated May 2, 2024, concerning our property damage complaint arising from the repossession of our vehicle by Metro Investigations. This letter serves as a formal rebuttal to the denial of our claim and the assertions made therein.
  Nature of Damage and Immediate Reporting: Contrary to the assertions in your response, significant damage to our driveport was indeed caused during the repossession of our ******************** the early hours of April 15, 2024. *****************************, the vehicle owner, reported the incident to PARs contact center on the same day, emphasizing the damage caused by Metros improper handling of the tow truck in a constrained space. The assertion that ****************** did not raise this issue during his April 16th appointment to retrieve the vehicle is inaccurate, as the primary purpose of that appointment was vehicle retrieval, and the damage had already been reported to PAR.
  Documentation and Evidence of Damage: We provided photographic evidence immediately following the incident, which clearly documented the fresh damage. The photographs submitted were not of a quality that could be misinterpreted as representing pre-existing damage. The claim that a distorted ****** image from 2019 was used to assess the condition of the driveport prior to the repossession is unacceptable and inadequate for a fair assessment.
  Request for Reassessment: On April 28, 2024, we contested the use of the distorted ****** image and submitted additional, clearer photographs to support our claim. We also requested an in-person assessment by a claims adjuster, which was unfortunately denied. This denial impedes a fair and thorough investigation of our claim.
  Metro Investigations Responsibility: While we understand that PAR, Inc. operates as a forwarder connecting loan companies with repossession services, the choice of Metro Investigations as your agent ties their actions to your service. The damage caused during their repossession effort was a direct result of the task initiated by PARs forwarding service, making it imperative that PAR ensures its contractors adhere to professional and careful operational standards.
  In light of the above points, we urge PAR, Inc. to reconsider the denial of our claim. We request a thorough reevaluation of the provided evidence and a reassessment of the damage, acknowledging that it occurred as a result of the repossession activities conducted by your contractor. We are prepared to provide further documentation and facilitate an on-site inspection to verify the claims made.

   

  Attached are the images used by PAR America,  images of my awning before the damages, distance from the start of my awning to the vehicle, and the damages . 

• Initial Complaint

  Date:04/20/2024

  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 vehicle was damaged when transported by Par North America. The damages done made the vehicle not drivable. The car is setting waiting for repairs. Par North America is not trying to fix the damages that they done. So im seeking help to start the process of them repairing my vehicle.

  Business Response

  Date: 04/30/2024

  April 25, 2024
  Better Business Bureau
  Case ID ********
  ***************
  **********************************
  ************, IN 46241
  To Whom It May Concern, 
  PAR, Inc. (PAR) received the complaint of ************************* (****************) via the Better Business Bureau, Complaint ID ******** (Complaint) on April 22, 2024.  The Complaint relates to a repossession of a 2014 ************* CLS Class (Vehicle).     
  PAR is a forwarder which connects companies that make automotive loans with licensed repossession service providers throughout the United States. PAR does not take part in the physical act of repossessing vehicles; rather, an independent repossession vendor performs the physical repossession. As it relates to the Complaint, American Credit Acceptance (ACA) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to Collateral Recovery Team (CRT), a repossession vendor located in *****. CRT reported that it had secured the Vehicle and had taken it to its storage lot on December 12, 2023. The Vehicle was transported, at the request of ACA, to Auction on January 2, 2024. 
  On January 18th, 2024, **************** called PARs contact center stating that the Auction told him his vehicle was damaged, that they wouldnt let him see the vehicle or tell him what was damaged. PAR advised **************** that if he is not in possession of the Vehicle or know the actual condition, that PAR cannot start a damage complaint. On February 27, **************** called PAR to say that he still hadnt retrieved the Vehicle from the Auction but that he spoke to CTR who showed him photo evidence that the Vehicle was not damaged further in their possession. **************** then advised that he believed the transport company hired by the auction/ACA was responsible. PAR requested that **************** retrieve his Vehicle and get diagnostics completed and provided to PAR. 
  On March 26, after not receiving necessary documentation and having no evidence that CTR caused damage to the Vehicle, PAR denied the complaint and closed it, advising **************** that ACA hired the auction and transport company and he would have to reach out to them to further the complaint. 
  PAR has been unable to substantiate that any damage occurred to the Vehicle during its repossession, thus PAR denies that it is liable for any repairs.  Therefore, PAR respectfully declines to take any further action with respect to Mr. ******* complaint unless new evidence is presented to PARs Resolutions department at **************************************.
  
  Sincerely, 
  
  ********************************
  COO, PAR, Inc.