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:04/07/2023

  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.

  Front bumper damage in the left corner, right headlight its water inside and rear bumper has a little paint remover.

  Business Response

  Date: 04/19/2023

  April 19, 2023
  
  Better Business Bureau
  Case ID ********
  Central *******
  *****************************************************
  ************,** 46241
  
  To Whom It May ********
  
  PAR,Inc. (PAR) received the complaint of ********************* (**************) via the Better Business Bureau, Complaint ID ******** (Complaint) on April 10,2023.  The Complaint relates to a repossession of a 2017 ******** ************ (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, TD Auto Finance (TD) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to ********************* (JMAC),a repossession vendor located in *************. JMAC reported that it had secured the Vehicle and had taken it to its storage lot on April 5, 2023.
  
  On April 7, ************** called PARs contact center alleging damage to the vehicle,including front bumper damage, water in the headlight, and flaking paint on the rear. In accordance with PARs complaint procedures, PAR requested supporting documentation from JMAC.  PAR received recovery photos, a condition report, and driver statements for review from JMAC.As of April 19 PAR is still reviewing the complaint to come to a Resolution.PAR has been in contact with ************** regarding the status of the complaint.
  
  At this time, PAR recommends that ************** continue to reach out to PARs Resolutions department for updates.
  
  Sincerely,
  
  
  ********************************
  COO,PAR, Inc.

• Initial Complaint

  Date:03/09/2023

  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.

  I contacted PAR on February 23rd 2023 to file a claim because the repossession company (******) broke my car door handle. I provided photos and gave details of what occurred that day and they denied my claim. Now I'm sitting here with a broken door, being referred to the company that broke it. Despite the fact, that I already told them that that ****** pretended that my door handle wasn't broken. They sat the handle back on the door and left my car door open for me to get in. I never found out it was broken until I got out of the car and back in 2 hours later. I asked that my claim be escalated because what does one do if the tow company does not want to take responsibility for breaking my door? I was hung up on.

  Business Response

  Date: 03/16/2023

  March 14, 2023
  Better Business Bureau
  Case ID ********
  Central *******
  *****************************************************
  ************, ** 46241
  To Whom It May Concern,
  PAR, Inc. (PAR) received the complaint of ************************* (****************) via the Better Business Bureau, Complaint ID ******** (Complaint) on March 10, 2023. The Complaint relates to a repossession of a 2013 ****** Rogue (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, American Credit Acceptance (ACA) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to *************** (******), a repossession vendor located in ********. ****** reported that it had secured the Vehicle and had taken it to its storage lot, without incident, on February 23, 2023. **************** redeemed the Vehicle the same day. **************** did not note any damage on paperwork she signed at the time she recovered the Vehicle.
  On February 23, 2023, the same day as the redemption, **************** called PARs ************** to say that after running errands, the door handle on the Vehicle came off and alleged that ****** caused the damage. In accordance with PARs complaint procedures, PAR requested supporting documentation from ******. PAR received recovery photos, a condition report, and driver statements for review from ******. After a review of the documentation and further investigation, PAR did not have sufficient evidence that ****** had damaged the Vehicle. On March 9, 2023, PAR informed **************** that we did not have evidence to find ****** at fault for the damage.
  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 Ms. ******* complaint.
  Sincerely,
  ********************************
  COO, PAR, Inc.

  Customer Answer

  Date: 03/21/2023

  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. 
  
  This answer has the same copy and paste format they send to everyone. I already explained in my email VERY CLEARLY that ****** hid the damages so I was not aware of them until I left. ****** BROKE THE DOOR HANDLE OFF COMPLETELY (as can be seen in the photos). THEY SAT THE HANDLE BACK IN THE DOOR, THEN LEFT THE DOOR OPEN FOR ME TO GET IN. I DID NOT TOUCH THE HANDLE, THEREFORE I COULD NOT REPORT THE DAMAGES.  I DISCOVERED THAT IT WAS BROKEN WHEN WE HAD TO GET OUT AND BACK IN THE **** I PROVIDED PHOTOS. Just be honest and say you're a sham, predatory company that's working the system to line your pockets. Door handles don't just fall off. ****** didn't deny it when I called them last week. Thank goodness someone is honest and accountable.
  

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

  
  

• Initial Complaint

  Date:02/14/2023

  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.

  Unfortunately I had my car repossessed and I paid for my car same day at 10:00am of the repossession and the Par North America Company told me they don't have my car from 10:00 am -4:34pm and told me to report my car stolen ... After calling my finance company 4 times at 4:47 pm told a representative they have my car and I need to call. At 4:51pm I called and they told me they have my car and have a right to withhold where my car is for 24hours after all this, they are holding my car to **** up the fees and yard charges. These people are crooks. To withhold someone car for there financial gain. Many people have complained about this company for the same reason. ******** to look into this company. It's bad enough people are struggling and this company is unprofessional and down right ripping people off for there financial gain.

  Business Response

  Date: 02/22/2023

  February 21, 2023
  
  Better Business Bureau
  Case ID ********
  ******* *******
  2601 ********************************************************************************* 46241
  
  To Whom It May ********
  
  PAR,Inc. (PAR) received the complaint of ************************* (****************) via the Better Business Bureau, Complaint ID ******** (Complaint) on February 15, 2023.  The Complaint relates to a repossession of a 2014 Lexus RX 350 (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, American Credit Acceptance (ACA) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to Avanti Towing (Avanti), a repossession vendor located in ********. Avanti reported at approximately 4:35 p.m. on February 14, 2023 that it had secured the Vehicle and had taken it to its storage lot without incident.
  
  The same day that the Vehicle was recovered, at approximately 10:53 a.m., *************** called PARs contact center inquiring about the location of the Vehicle.At that time, the recovery of the Vehicle had not yet been reported by Avanti.**************** was advised to call back later in the day so that PAR could verify with the recovery vendor had secured the Vehicle. Further, in order to release the Vehicle, PAR required a redemption release from the lender which requested the recovery, ACA. ACA sent PAR a release on February 15, and PAR forwarded it to Avanti the same day along with instructions to release the Vehicle to ****************. **************** only contacted PAR once after the Vehicle was reported secured and at that time which was on February 15 and at that time PAR informed her to contact Avanti to schedule picking up the Vehicle. She took possession of the Vehicle from Avantis storage facility on February 16.  
  
  
  Therefore,PAR respectfully denies any wrongdoing related to the allegations in the Complaint and considers the matter resolved as **************** was permitted by PAR to take possession of the Vehicle the same day it was authorized by ACA and she now in fact has possession of the Vehicle.
  
  Sincerely,
  
  
  ********************************
  COO,PAR, Inc.

• Initial Complaint

  Date:01/26/2023

  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 December 14th 2022 My vehicle (2011 ***** Accord Vin#******) was towed for repossession. The vehicle was paid up to date in the amount of $5,169.00 on December 15th 2022 and On December 19th 2022 I (*********************************) the sole owner of the vehicle picked up the car from the tow /repossession yard and noticed significant damages to the vehicle. I put in a claim with the **************** and it was denied. The reason for denial is PAR North America the towing companythat is responsible say they have proof of the damages were there. That is an untrue statement. I want to see what proof they are relating to and if they cant produce the evidence I want my vehicle repaired. it wasnt damaged when they took it and it has damages clearly known from a tow truck not a flatbed tow truck. its very obvious!

  Business Response

  Date: 02/01/2023

  January 31, 2023
  
  Better Business Bureau
  Case ID ********
  ******* *******
  2601 ********************************************************************************* 46241
  
  To Whom It May ********
  
  PAR,Inc. (PAR) received the complaint of ********************************* (**********************) via the Better Business Bureau, Complaint ID ******** (Complaint) on January 26, 2023.  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 *****************. 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 ****************************** (NARA),a repossession vendor located in *******. **** reported that it had secured the Vehicle and had taken it to its storage lot on December 14, 2022. **** did not report any issues with the Vehicle at the time of the repossession. ********************* later redeemed the Vehicle and at that time made comments regarding Vehicle damage which **** reported to PAR.  Notwithstanding any oral comments, ********************** did not note any damage on paperwork he signed at the time he recovered the Vehicle.
  
  On January 5, 2023, several weeks following Mr. ********** taking possession of the Vehicle, **************** informed PARs resolutions department that ********************* had alleged that the Vehicle had been damaged during the repossession.In accordance with PARs complaint procedures, PAR requested supporting documentation from NARA.  PAR received recovery photos, a condition report, and driver statements for review from NARA.After a review of the documentation and further investigation, PAR did not have sufficient evidence that NARA had damaged the Vehicle. On January 12, 2023, PAR informed **************** of its findings and provided **************** with all documentation it reviewed as part of its complaint review process.  Should ********************** wish to review the documentation provided during the complaint review process, he will need to work directly with ****************. 
  
  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.
  
  Sincerely,
  
  
  ********************************
  COO,PAR, Inc.

• Initial Complaint

  Date:12/29/2022

  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.

  December 15th 2022, I was scheduled to go pick up my belongings from their ****** facility. I arrived was greeted at the gate and handed 2 big paper bags and told to sign. I asked if I could do a search of the vehicle to assure all my belongings were handed to me. They refused me that right, the new employee had someone call me to tell me if any was missing to call her. In which I did after I discovered so many things were missing. I filed a complaint with the company and they are refusing to acknowledge what they are having their employees do. Brand new items missing that I had for Christmas gifts. This company steals from the unfortunate that are facing hardship. Causing more financial hardship making more unnecessary stress.

  Business Response

  Date: 01/09/2023

  January 9, 2023
  
  Better Business Bureau
  Case ID ********
  ******* *******
  2601 *******************,Ste 103A
  ************, ** 46241
  
  To Whom It May ********
  
  PAR, Inc. (PAR) received the complaint of ******************************* (********************) via the Better Business Bureau, Complaint ID ******** (Complaint) on December 29, 2022. The Complaint relates to a repossession of a 2016 ******* MKZ (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, Golden 1 ************ (Golden 1) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to *********************** (Sterling), a repossession vendor located in **********. ******** reported that it had secured the Vehicle and had taken it to its storage lot,without incident, on December 15, 2022. Once on the lot, a condition report was processed, and an inventory of personal property was taken. In the *******************, Sterling is not required to disclose to PAR, the contents of the Vehicle. ********************, on December 15, 2022, recovered the personal property that was in the Vehicle at the time of recovery.
  
  ******************* contacted PAR on December 27, 2022 to file a complaint that Christmas gifts were missing from the personal property which they recovered from the Vehicle. Upon receipt of the Complaint, PAR, in accordance with its procedures,reached out to Sterling to inquire about missing personal property. After completing the review process, it was determined that at the time ******************** recovered the personal property she signed documentation and did not note that any items were missing. Further, ******** informed PAR that all personal property that was in the Vehicle was returned to *********************  Therefore, PAR was unable to verify the allegations made by *********************  
  
  As of today, the customer has been notified via phone that ********************** is unable to verify the allegations and if she would like to continue to pursue, she may reach out to Sterling directly.
  
  Sincerely,
  
  
  ***********************************************************************************.

• Initial Complaint

  Date:09/17/2022

  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.

  Par North America contracted Statewide Auto trackers to reposess my vehicle. Statewide stole items from vehicle. I followed the procedure and filed a claim with the resolution's department. The resolution departments response was they couldn't find the agent responsible and I signed for the release of my items. Unacceptable. I signed for release of my items and also wrote that these were not my items and listed the missing items. Par North America is no better that ************** trackers in that they refuse to accept responsibility for hiring a den of thieves. Attached is the email I received from Par North America

  Business Response

  Date: 09/23/2022

  September 23, 2022
  
  Better Business Bureau
  Case ID ********
  Central *******
  2601 *******************,Ste 103A
  ************, ** 46241
  
  To Whom It May ********
  
  PAR, Inc. (PAR) received the complaint of ********************* (**************) via the Better Business Bureau, Complaint ID ******** (Complaint) on September 17, 2022. The Complaint relates to a repossession of a 2020 ********** Outlander (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, Santander Consumer USA (SCUSA) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to Statewide Auto ************ (Statewide), a repossession vendor located in *******.Statewide reported that it had secured the Vehicle and had taken it to its storage lot on September 5, 2022.
  
  ************** contacted PARs ************** September 7, 2022 to advise that some items were missing from the vehicle after redemption, including a suitcase, phone, plane tickets, and tools. PARs resolutions department received the complaint and immediately began the complaint handling procedure and reached out to Statewide for all information regarding the repossession. After review of all evidence provided to PAR, PAR was not able to find Statewide at fault for the missing items as the photos provided by Statewide didnt show any of the items that were claimed to be missing. The resolution was provided to ************** on September 16th,2022. PAR informed ************** if she wished to further pursue a complaint, she must contact Statewide directly. Based upon its review of the information, PAR denies that it is liable to *************** 
  
  Therefore, PAR respectfully declines to take any further action with respect to Ms. ****** complaint.
  
  Sincerely,
  
  
  ***********************************************************************************.

  Customer Answer

  Date: 09/26/2022

  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.] I do not accept Par North Americas response because they are referring me back to the company they sub contracted with. They same company where my items were stolen. I explained to Par North America that the company refused to give any corporate information and blocked my number. Par North America referred me back to the company in question but failed to provide me with the appropriate contact information. I feel that Par North America is "passing the buck'. I still feel that Par North America bears some of the responsibility because this is the company they chose fulfill their contract with Santander. As a business before contracting with any company, you should research said company and proceed or not proceed accordingly. Every review I have found on the company they used to fulfil their obligation, was negative. The common theme was they damaged , destroyed or stole my property. So yes , I am not satisfied with the response from PAR NORTH AMERICA. In my eyes they are not absolved from responsibility and should be held accountable in some form. I will continue to purse this with every option at my disposal, up to and including legal action if necessary.  Thank you Better Business Bureau for your consumer platform.
  
  Regards,
  
  *********************
  

  Business Response

  Date: 10/04/2022

  PAR respectfully declines to take any further action with respect to Ms. ****** complaint.

  Customer Answer

  Date: 10/06/2022

  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. 
  
  Par North America bares the responsibilty. The contracted this company. They have failed to assist in the recovery of the missing items. They have also failed to provided any Corporate contact information to assist in the resolution of this theft. A response of "we are unable to locate the agent responsible" is unsatisfactory to say the least. To Par North America : You are responsible, you contracted a company with a poor rating and a complaint history that involves theft and destruction of property. Do better, be accountable. You, Par North America, are just as responsible as the individual(s) that stole the items.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:09/12/2022

  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.

  On Friday September 9, 2022 my car was taken by Skyline Recovery. The third party vendor Par North America facilitates recovery for American Credit Acceptance. Although my finance company ACA had put my car on hold in the system, Par North did not update it and my car was taken. ACA sent the release over to Par North to release my vehicle. Upon checking with Par North at 10:30 am, I was takes 4 business hours for processing. I called over to Skyline recovery around 12 noon and they stated that they did not have my vehicle although Par North had provided me the information stating that my car was in fact at Skyline. The rep at skyline saw that it was closed out in the system but they in fact had my vehicle. I called Par North back and spoke with a gentleman who stated that he would reopen it and then send the release over once Skyline completed reporting on their end . He said he would call. I spoke with ******* and the rep told me that she did see it open and completed what she needed to do on her end. At 1:45 pm I spoke with another rep at Par North who just kept telling me that it was in line for processing. I explained that she was the one who said 4 hours and now its past tjat time and she said it was nothing she could do. She put me on hold then hung up on me. I called back and after being on hold for over an hour at 3:300 the rep told me that there is an issue with their computer system and that they dont see where ******* updated on their end. I put Skyline on and they said they updated everything at 1:20 pm. The lady told me it looks like nothing would be processed until Monday because skyline closes at 4:30 p. When I asked her and her supervisor about the additional storage fees , i was told they cant do anything and i had to call ACA although it is their fault that my car was not released on Friday. ACA refused since its not their fault. As of Monday 9/12/22 I cannot get Par North on the phone and they have not sent the release .

  Business Response

  Date: 09/15/2022

  September 15, 2022
  
  Better Business Bureau
  Case ID ********
  Central *******
  2601 *******************,Ste 103A
  ************, ** 46241
  
  To Whom It May ********
  
  PAR, Inc. (PAR) received the complaint of *********************** (************) via the Better Business Bureau, Complaint ID ******** (Complaint) on September 12, 2022. The Complaint relates to a repossession of a 2016 ******* Sonata (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, American Credit Acceptance (ACA) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to Skyline Recovery (Skyline), a repossession vendor located in ***********. ******* reported that it had secured the Vehicle and had taken it to its storage lot, without incident, on September 9, 2022. At the time the Vehicle was secured it had not been placed on hold by ACA. However, shortly after the repossession and prior to Skyline inputting the repossession in PARs system, ACA closed the repossession account for the Vehicle. 
  
  *********** initially contacted PAR on September 9, 2022, and she was informed that it would take at least four hours to process the redemption paperwork after PAR received the necessary authorizations from ACA.  ACA sent the redemption authorizations; however, as the account was still closed and PAR was unable to process the paperwork until the account was reactivated by ACA on Sunday, September 11,2022. By the time PAR received the Complaint on September 12, 2022, it had sent the redemption release paperwork to Skyline and had advised ************ to call Skyline to make a redemption appointment. Later that day PAR was advised by Skyline that ************ had redeemed the Vehicle.
  
  As the Vehicle has been redeemed, PAR considers the Complaint to have been resolved. However, if ************ wishes to discuss any further issues, she may call PAR at ************.
  
  Sincerely,
  
  
  ***********************************************************************************.

  Customer Answer

  Date: 09/15/2022

  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. 
  
  Although I have been able to redeem the vehicle. On Friday 9/9, I had personally spoken with PAR around 12:45 pm to get the account reopened since no one at PAR was responding to the direct messages sent by ******* and Skyline had completed the reporting process on their end after it had shown that it was reopened at 1:20 pm. I was told that there was a glitch in the computer system at PAR and that is why PAR could not send over the release although they had it since 9:41AM (this was confirmed by your representative at 10:30 am) and was well aware of the system error. Due to this error I was wrongfully charged extra storage days for my vehicle incurred extra charges by having  to get alternate transportation due to PARs failure to complete what was needed not on ACA. Also on Monday 9/12/22, I was lied to by a representative at PAR stating that my release was sent over to Skyline at 9:30 am and it in fact was not sent. I no longer want to speak with this company by phone , I would like everything to be resolve directly through the BBB.  I would like reimbursment for the additional storage fees ($75.00) due to PARs failure to do what was needed to do. If I am not reimbursed, I will seek reimbursment plus applicable fees through other measures. 
  Regards,
  
  ***********************
  

  Business Response

  Date: 09/22/2022

  Please email ************************************** to speak to PAR via email about reimbursement.

  Customer Answer

  Date: 09/26/2022

  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. 
  
  If par north is agreeing to reimburse me as requested, I would like it written here for documentation purposes before emailing PAR North. I would like everything to be handled and documented through the BBB. Thank you. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/10/2022

  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.

  Sometime ago I took out a title loan on my car with LoanMart. I recently made my payment to a man name **** and asked him if I needed to pay the late fees because I didnt have them at the time and he told me no dont worry about the Late fees and I was off the repo list. On August 20 I open my front door to leave and my car is not in my driveway. My car was repossessed for $156 in late fees. On Tuesday, September 6 I reach out to LoanMart to find out exactly what I have to pay them and exactly what I have to pay the repo lot they put me on hold they called the repo lot they come back to give me a price the very following day I pay them I called the repo lot they tell me they dont have my car. So I called LoanMart back and they give me a number to par North America I called them they give me a number to Adesa ****** when I called them they tell me they dont have my car she checked her system nationwide. She says it could be in transport and I said wait a minute youre in ***** I live in ******** so I hang up with her I called back to the finance company and I asked him why is my car in transport to ***** the letter I received in the mail stated that on the eighth you guys would be picking it up to sell it if it wasnt paid for They picked it up on the sixth so now my car is in ****** ***** I live in ************* ******** obviously I dont have a car to go pick up a car and they want to charge me almost $400 after Ive already paid almost $2000 between the loan people the repo people over $156 payment. They told me part North America could probably help me Ive been calling for two days and as of right now I have been on hold since **** and it is now 316 nobody ever answers the phone. You cant get any help from these people because they wont even respond or answer their phone its ridiculous and I feel like they do it on purpose so people will hang up. Ill say this I dont know what finance company anybody uses dont ever use loanmart the use Parnorth America.

  Business Response

  Date: 09/19/2022

  September 19, 2022
  
  Better Business Bureau
  Case ID ********
  Central *******
  2601 *******************,Ste 103A
  ************, ** 46241
  
  To Whom It May ********
  
  PAR, Inc. (PAR) received the complaint of ************************* (**************) via the Better Business Bureau, Complaint ID ******** (Complaint) on September 12, 2022. The Complaint relates to the remarketing of a 2007 Lexus LS 460 (Vehicle). Many of the accusations deal with third parties that are not in PARs control, thus PAR will only address the allegations made against it.    
  
  PAR provides various services related to vehicle repossessions to companies that make automotive loans. As it relates to the Vehicle, 800 Loan Mart (Loan Mart) requested PAR to remarketing the Vehicle after it had been repossessed. PAR was not involved with the repossession of the Vehicle or any of the fees associated with the repossession. PAR assigned the Vehicle to the closest available location, ADESA ****** (ADESA), an auction located in *****, where it was to be sold. ***** reported that it had received the Vehicle without incident, on September 8, 2022.
  
  ************* originally contacted PARs call center on September 8, 2022 and PAR informed her of the location of the Vehicle. PAR has a queue based phone system and callers are placed on hold until the next available representative is available based on call volume. Any lengthy hold times would be during dates and times of high volume. After receiving Ms. ****** call, PAR changed the remarketing status of the Vehicle to hold and sent a redemption release for the Vehicle to ADESA on September 9, 2022.
  
  Upon receipt of the Complaint, PAR, in accordance with its procedures, verified with ADESA that the Vehicle was in its possession. As of the date of this letter, the Vehicle remains on redemption hold at ADESA. If ************** intends to redeem,she may call ADESA at ************. If ************** has further questions for PAR,she may call ************. If ************** has any other concerns related to the repossession of the Vehicle, she must work directly with Loan Mart.
  
  Sincerely,
  
  
  ********************************
  COO
  PAR,Inc.
  
  

• Initial Complaint

  Date:08/30/2022

  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.

  Today, august 30th i was giving instructions from my bank stating that i must contact this company to retrieve my vehicle that they towed. statefarm comfirmed that they indeed had possession of. Upon calling PAR North America. The first representative i spoke to told me that she had no record of my car being there, i asked for further assistance in which i was denied anymore answers and to call back later, i called back again and after being on hold with a new rep. because i still had no clarity on how can i retrieve my vehicle, the next rep told me She does see they have my vehicle but can not tell me where, only that they do have the car and i would have to wait 48 hours for them to release my vehicle.. my payment was issued to my bank and accepted, my bank states that the release form they sent over was indeed honored by them and this tow truck company has no right to hold onto my vehicle any further. I called PAR back because now i have no clarity on the situation. I asked to speak to a supervisor and when transferred, i was put on hold for 20 minutes. Upon contact with the manager i asked for the person i was speaking with name, because now as the client, i deserve to have some real information on what im dealing with. I asked her name in which she did not want to provide but then to only state that her name is *** and her last name is not information she needs to disclose . the manager stated that she can not help me and threatened to hang up on me if i can not accept that they don't know where my vehicle is. I told her i understand but now what am i suppose to do. I called my bank back and they got in contact with them and confirmed that they indeed have car. I feel like im being robbed with no explanation.

  Business Response

  Date: 09/07/2022

  September 7, 2022
  
  Better Business Bureau
  Case ID ********
  Central *******
  2601 *******************,Ste 103A
  ************, ** 46241
  
  To Whom It May ********
  
  PAR, Inc. (PAR) received the complaint of ********************* (************) via the Better Business Bureau, Complaint ID ******** (Complaint) on August 31, 2022. The Complaint relates to a repossession of a 2014 *** 4-Series (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, FIS - *************** (FIS) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to Avanti Towing (Avanti),a repossession vendor located in ********. Avanti reported that it had secured the Vehicle and had taken it to its storage lot, without incident, on August 30, 2022.
  
  PAR received a complaint from ********************* via a BBB complaint on 8/31/2022 regarding not being able to redeem the vehicle.  In accordance with PARs complaint procedures, PAR requested supporting documentation from the recovery vendor. PAR processed a redemption release for ************ that same day and advised ************ to call Avanti to make a redemption appointment. PAR was advised on 9/1/2022 that ************ was at the storage location redeeming the vehicle.
  
  As of 9/6/2022, PAR considers this complaint resolved. If ************ has any further issues, they may call PAR at ************.
  
  Sincerely,
  
  
  ********************************
  VP of Compliance and Operations
  PAR North America
  
  

• Initial Complaint

  Date:08/23/2022

  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.

  My car was repo and damage thru the process upon calling the physical tow company the worker stated immediately there was no damage to my vehicle and gave me the claims email after sending them pictures and my statement not even 30 mins later I received an email stating I had a cheap paint job and need to go back where it was painted which Ive never had any paint job done I just in fact not even an month before this happened was in an accident and just had order from the Audi dealer a new bumper same color NO PAINT JOB since June 15 I have been trying to reach them frm calling to emails to never getting any responses until 8/3 saying my claims was denied. I was then promised and *********************** (Supervisor) would call me never happened I had to reach out to them and let them know my lawyer would be involved for them to write back and say contact CarMax all this since June 9 when I received my car back to never speaking to one person who process claims only customer service rep saying someone will call me next day since June it has gotten worse since the paint is just chipping away now

  Business Response

  Date: 08/26/2022

  8/26/2022
  
  Better Business Bureau
  Case ID ********
  Central *******
  2601 ********************************************************************************* 46241
  
  To Whom It May ********
  
  PAR, Inc. (PAR) received the complaint of ********************* (****************) via the Better Business Bureau, Complaint ID ******** (Complaint) on August 24, 2022. The Complaint relates to a repossession of a 2016 Audi Q3 (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, CarMax Auto Finance (CAF) requested PARs forwarding services for the Vehicle. PAR in turn assigned the repossession to *********************** (Sterling),a repossession vendor located in **********. ******** reported that it had secured the Vehicle and had taken it to its storage lot, without incident, on June 7, 2022.
  
  **************** contacted PARs ************** June 9, 2022 to advise that paint had chipped from the Vehicles rear bumper. PARs resolutions department received the complaint and immediately began the complaint handling procedure and reached out to Sterling for all information regarding the repossession. After review of all evidence provided to PAR, PAR was not able to find Sterling at fault for chipped paint and the resolution was provided to **************** on Aug 2, 2022 with approval from CAF. PAR informed her if she wished to further pursue a complaint, she must contact ******** directly. Based upon its review of the information, PAR denies that it is liable to ***************** 
  
  Therefore, PAR respectfully declines to take any further action with respect to ****************** complaint.
  
  
  Sincerely,
  
  
  ********************************
  Chief Operating Officer
  PAR North America
  
  

  Customer Answer

  Date: 08/29/2022

  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. 
  
  [When my car was repo I had just gotten my car out the shop for replacing my entire bumper frm a previous accident after talking to Par they gave me a number to reach Sterling which you cannot speak to someone unless your a repo or Financial agent I have left several voicemails and emails and received not one single reply from them other than I had a poor paint job first day I received my vehicle the rep stated in her photos there were no damages and gave me claims to Par and them writing me back denying it. I asked them to run cameras because they lied and stated my vehicle was parked inside the building when I went same day they gave me the address for my appointment to be next day to get my vehicle I seen my car parked outside on the side of the building in between other vehicles so it was many ways that my vehicle back bumper was hit. This company is rude they dont return calls I was never contacted just sent a form and denied repo places are known to get away with this stealing and damaging cars. I take pride in my vehicle I look at everything on it those damaged was done in sterling ]

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

  Business Response

  Date: 09/01/2022

  PAR respectfully declines to take any further action with respect to ****************** complaint.

  Customer Answer

  Date: 09/11/2022

  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. 
  
  [They know that they are very responsible why is running the cameras being ignored the lady from sterling even stated when they received my car there wasnt any damages how now they were there this company is very unprofessional and trying so hard to get out of something they messed up and this NEEEDS TO BE FIXED FAST ]
  
  Regards,
  
  *********************