Complaints

This profile includes complaints for HEARTLAND Recovery's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HEARTLAND Recovery

  123 Southeast 21st Topeka, KS 66612

• 

  HEARTLAND Recovery

  1500 N 3rd St Lawrence, KS 66044

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:05/04/2025

  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.

  On March 3rd 2025, I bought a Ford Ranger through an online auto action. The next day we drive from Independence MO to topeka ks and picked up the two vehicles purchased from Hartland recovery. Paid all money's owed and received a bill of sale.
  Upon inspection of the property once we had it home, the Vin number and all information on my bill of sale doesn't match the vehicle they sold me.
  It's not the same year or anything.
  I called heartland recovery informing them of their mistake. I was told a new bill of sale would be mailed to my home address in 2 or 3 weeks.
  I received nothing.
  I made additional phone calls. All leading nowhere.
  Now this vehicle sits on my property. Illegally. Unable to be inspected or titled.
  I want the property picked up and my money returned to me. Including the other vehicle purchased. They are running some sort of scam I want no part of. I am not a automobile dealer. And I've already received complaints from the city of Independence about the unregistered vehicle.
  
  I need to know who all to involve in filing a complaint for the unlawful business practices.
  Thank you.
  ******* ****** ************ 

  Business Response

  Date: 05/07/2025

  This complaint was received by our Lawrence office and **** and should have been directed to our Topeka office and **** so I (****) will be handling this matter.  The vehicle I question was picked up for the Topeka  police department. They did the VIN check off of the VIN number from the door sticker on the truck because the windshield was too broken to read the VIN number on the dash. The vehicle was sold with the information provided by the police department.  After the sale I was contacted by the complainant and presented with the issue at hand, I advised her I would have the issue resolved and new paperwork with the proper VIN number in 3 to 4 weeks. The paperwork has been ready since April 7, 2025 but I never heard back from the complainant until the email that I received Sunday afternoon from our website which I responded to with a phone call Monday morning. I advised that I had the paperwork and would mail that day. The complainant stated that she did not want the paperwork or the truck. She wanted it removed from her property and her money refunded. I told her I would send the driver with a check for $460.00 to pick the vehicle up and she agreed. She called back a short time later and stated the truck was blocked in by some other vehicles and a trailer in her yard and it wouldn’t be available to be picked up until a later date, to which I replied I would just send her the title and she could dispose of the vehicle as she wished.  I was then contacted by another individual who stated that the truck was ready to go and we could pick it up that day. I sent a driver with a check to pick the unit up, which was still blocked in in the driveway, but he was able to winch it sideways around another vehicle and load on the truck.  No one was at the house, but after multiple phone calls, we were instructed to leave the check in the mailbox and that is what was done. The truck was returned to our lot.  It appears this complaint was filed on Sunday, the same day the email was sent so to me advising of the complaint. Giving no time for a response, but I feel this matter has been resolved in full.

  Customer Answer

  Date: 05/07/2025

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

  For one the tow driver called e at 8am Monday morning stating he had my title, I could scrap the vehicle, which i feel is a joke.

  I don't own a tow truck to move the truck, and we all know the vehicle would have to continue to sit on my property unregistered or inspected until the title then arrived, because it is illegal to scrap a vehicle without furnishing the tile. So i would then have to trust they would do as they said they would and actually send the title this time after ide been waiting 8 weeks with no movement on their part.  I rejected that offer and told them to collect their property and my money to be returned. The man got louder said he would send a driver and confirmed my address. 

  When i sent him a  message at at 0925 the same day letting him know the truck was blocked in by a trailer, and we were at work.. Like most other able bodied adults on a Monday morning. We would need time to rearrange our driveway. He then responds back to his original plan of just sending me the title and i can junk the truck. 

  By that time i felt as though i was being bullied because i am a woman and i called my fiancé Josh Patience to handle all future communication.  
  
  He then called the tow company and told them we want the truck off the property and the money returned. They agreed. 

  My fiancé had to clock out and leave work, to move things around for the tow driver. When the driver showed up we watched him on our home security system toss wood onto our lawn from the bed of the truck we then had to pick up and pay to dispose of. 

  Then they cut the check not in my name , Arlinda Hughes. the person who handed them over the cash and signed the documents at their office.. But in my fiancés name. 

  I feel like we are the ones who have delt with the headaches of this whole thing, at no fault of our own. they illegally sold us the truck. Not the other way around. I want them to come get the other car they sold me and return all the money i spent with them. I am worried that when i go to the Missouri state highway patrol to have the Lincoln titled if anything is wrong or i am in need of an additional form such as the MVE1-form , that i wasn't furnished that the tow company will not furnish them to me in retaliation leaving me with another vehicle i am unable to register. essentially leaving me out more money than i currently am. 

  I want to wash my hand of the entire situation. Return the additional $460 i gave to your company and come get the 2008 Lincoln off my property as well. 

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

  Business Response

  Date: 05/09/2025

  The wood was removed from the bed of the truck as it was not present when the truck was sold and we didn't want to be accused of stealing anything when the truck was picked up since no one was present.  The driver issued the check to the name that was on the bill of sale that he had.  If needed I can cancel that check and issue a new one in another name.  As for the Lincoln this is the first it has been mentioned and there was nothing wrong with that transaction at all I have attached the bill of sale and certificate of compliance that we sell the vehicles with as stated on the towlot.com website (Vehicles sold with no title will have Kansas certificate of compliance. There is no guarantee that the certificate of compliance provided will enable you to obtain a title in any state other than Kansas. You need to check your state requirements on titling vehicles before bidding. All sales are final and all vehicles are sold as is where is with no warranties expressed, written, or implied.)  As far as I know Missouri accepts the COC issued by Kansas and there should be no problems.  I met all demands in the original complaint and feel I have done my part in resolving this issue.