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:03/04/2024

  Type:Billing 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.

  With recent financial issues we had the unfortunate experience of having a vehicle repossessed. We were able to get the funds to quickly reinstate the loan to try and retrieve the vehicle as soon as possible. The overall experience was unnecessarily difficult and stressful due to abusive, unethical,and illegal business practices. All parties involved were extremely rude, and degrading. Once the fees were paid, my wife went to retrieve the vehicle. As soon as she walked in the lady was extremely rude and unhelpful. After a few minutes another lady entered and put three pieces of paper in front of her stating that she HAD to sign in order to get the property. My wife asked her what these pages were and she told her they were simply release forms stating that she retrieved the vehicle. Reading the forms me wife quickly realized that these were not simply just release forms. These forms waive all rights from recourse of damage, theft, ect. They also state that you have completely checked all of the vehicle and have found no issues. My wife said that she could not truthfully sign these documents because she had yet to visually inspect the vehicle or started/driven the vehicle. The lady got very angry and said that my wife had no choice but to sign it or we will not get our property back. After going back and forth multiple times the lady finally allowed them to visually examine the vehicle. When they checked the vehicle they noticed it was unlocked. My wife went inside and said she would sign the papers but adding a statement saying she is unaware of damage due to not being allowed to drive the vehicle. The lady flipped out. Grabbed the paperwork and said my wife could not alter the "contract" and that she had to sign it as is no changes waiving all rights of liability. My wife went to our other vehicle to check on the children and they closed the gate locking them in. My wife had to call the police to be let out and was not able to get the vehicle.

  Business Response

  Date: 03/04/2024

  We will be limited on how we can respond due to Federal Privacy laws , In our industry we get a ton of people who feel that they are the ones who know all the laws, and exactly how we should or required to operate and I can tell you google does NOT do them justice , in this matter we received a authorization to release a vehicle to a 3rd party (someone who is not on the contract) , this woman was out the gate demanding , overly rude, and flat out nasty to all our staff , our staff treated this 3rd party with respect and went through the same procedures EVERYONE in our industry adhere to as a rule of standard, we are also required when we release a vehicle back to ANYONE that specific forms are required to be signed , again a requirement from every single lender in the US, WE don't dictate what forms the person picking the vehicle up from our office is required to sign, it is that persons lender with whom they have a financial contract with.

  Upon showing up for their appointment time , this 3rd party walked into our office and became very demanding, she clearly forgot she was not the one in control of the situation , when she began read over the required lender documents, she became loud yelling that she wasn't going to sign shit  and then proceeded to mark all over the documents and cross things out , our staff pulled the documents from off the counter and advised her , without the forms being signed the vehicle would not be released back to her as that is the requirement of the lender , again she stated she was not going to sign anything , when our staff offered her the chance to go look over the vehicle, she became nasty with our staff , the 3rd party's daughter was ALREADY  inside our lot in the vehicle that was supposed to be redeemed , when 3rd party refused to sign the required documents and the daughter refused to get out of the vehicle while on our lot , our staff closed the gate so they could not take off in the vehicle and OUR STAFF called police , who did show up , reviewed our cameras both audio and visual and then trespassed the 3rd party from our property, our office conducted our business in the same legal fashion we have since day one , and given it is OUR business we ARE the ones who know the laws and how to operate within those laws.

  Because the 3rd party was trespassed from the property by the police the actual debtor on this account was required to show up at another appointment time to retrieve the vehicle, he also had the exact same attitude and demanding that the 3rd party (his wife) had, he came in telling us his lender told him he didn't half to sign any paperwork and as a matter of fact called them while standing in our office on speakerphone , when their own lender said clear as day "We never ever would tell anyone they do not half to sign any documents for the redemption of your vehicle, if you do not sign the required documents then simply put you will not get the vehicle back"  , so this goes to show and prove people come into our office all the time telling us what we are going to do , what we are required to do etc etc etc.... but WE know what we are doing and we will continue to follow not only the laws that govern our industry but also the requirements of the lenders we serve.

  After the debtor was told this from what we learned 3 different times by the lender, he went out looked over the vehicle for nearly 20 mins and signed the required documents and went on his way , we also find many people like to complain about having to deal with our office and we get it nobody like to have their vehicle repossessed , but just because you don't like the situation you find yourself in by your own actions , this doesn't give you the right to treat our staff just anyway you feel like, respect goes a long ways , our staff remained respectful even those these folks elected to treat them like trash and then people want to file complaints leaving out many critical parts that don't show them in a victim light.  

  Customer Answer

  Date: 03/12/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Please help me understand what laws state that you are allowed to hold people property from them and force people to sign a contract waiving all of your liability from damage or theft. The laws I am aware of state otherwise. You are required to be kind, courteous, and respectful regardless of how you feel. You are not allowed to bully, lie, coerce, or intimidate. You are required to make peoples property ready and available for retrieval. (You) are fully responsible and to be held accountable for insuring there is not damage or theft while in your care. The laws states that you are not to force anyone to sign a one sided contract. If someone is forced a one sided contract under duress that contract becomes null and void and is no longer valid. 

   

  ****** ********* ***** ****
  
  ******* *** ** ***** *****
  
  *************** *** ** ***** *** **** *** ***24 CFR subpart F interference, coercion, or intimidation

  ***** offer and acceptance

  ** ***** ****

  ***** wavier or rights/ criminal liability

  ******* retaliation and coercion

  I had every right to take as long as needed to inspect my vehicle. Clearly you have zero good intentions while forcing someone to sign a contract as such. This is dishonest business practices. Thank you we do have you recorded as well. 

  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 04/04/2024

  This individual is trying to argue like this is a court of law , if he feels like he has legal grounds , then by all means file suit and we will have an actual court of law explain to him , how the laws actually work , the facts here are clear , the debtor signed a financial contract with a lender for a loan on his car, he failed to do as he agreed , the lender then elected to exercise their rights under the contract and law to issue a repossession order for the recovery of their collateral, our office executed that repossession order in a lawful manner , just because he's not happy about his car being repossessed doesn't mean the law was broken, then he corrected the matter with his lender, we then received authorization from the lender to release the car back to him , he elected to have a 3rd party (his wife) pick the car up, the 3rd party elected on her own to act out of line and aggressive and vulgar with our staff and then proceeded to try and mark all over the lenders required redemption paperwork , we then exercised our rights to ask the 3rd party to leave our facility , when she refused , police were called and she was removed , now if what we had done was illegal don't you think the police would have addressed it with us when they were at our office ???? , as explained before and as the lender has explained to this man from what I was told MANY times , he is required to sign the lenders required redemption paperwork in order for us to release the car back to him -FOR THE LAST TIME WE AT FIELD SERVICES, LLC DO NOT DRAW UP THIS PAPERWORK , THIS PAPERWORK IS DIRECTLY FROM THE DEBTORS LENDER , if he has a issue with how the process goes then he needs to take that matter up with his lender , we acted lawfully and I am sorry that they elected to act in the manner they elected to do so at our office , but nothing we did was unlawful !!!!!!       

• Initial Complaint

  Date:04/03/2023

  Type:Delivery 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 complaint is that is company has possession of my car and will not return my phone calls to set an appointment for me to pick it up. I am located two and a half hours away from their facility so I can not just wait for them to call. I have left messages on several mailboxes including that of the owner. I have called every 30 minutes for the past THREE hours and have yet to receive any acknowledgement from this company. The financer (of the vehicle) has sent a release letter to them earlier today and I was told to call Field Services, LLC to make an appointment to pick it up this afternoon. Since, the financer (of the vehicle) has sent the release letter, why are ALL my calls going to voicemail and none of those calls being returned?? I Need to get this vehicle back so I can get to and from work. Otherwise, I will lose not only my vehicle but my job and then my home.
  All I want is to set an appointment but in the past three hours I have not been able to reach one live person nor had any phone call messages returned.