Complaints

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

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  Appalachian Auto Recovery

  2100 Liberty Rd Lexington, KY 40509-4319

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  Appalachian Auto Recovery

  1214 North Mayo Trail Pikeville, KY 41501

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:09/06/2023

  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 8/31/23 This company went to Tim short auto sales and took my vehicle I then contacted my vehicle finance bank about it. The bank told me they couldn't tell me anything about where my car was unt they recived an email this company didn't send the email until the bank was closed on 8/31/23 because they knew it would be more money for them when it was time for my car to be picked up. PEOPLES BANK told me This company charged them 599.00 to take my vehicle less than ten miles to store it at their property and I was responsible for paying that fee before my vehicle could be released on a recorded line on 9/1/23 after paying all fees on 9/1/23 I still was not informed where my vehicle was until 9/5/23 when I went get my vehicle I was told that I had to pay 265.00 more for a release and storage fee that was not of my fault because I did not know where my car was or neither was this business open for me to get my car back. I have paid out 865.00 for towing fees on a vehicle that was in the shop they then made me drive this vehicle knowing the picked it up from the shop where it was to be fixed. This is bad business at its best and I would like for someone to look into this mess because they are robbing people thinking or making it legal I was charged for six days when in reality the first day should not have been a charge according to kentucky state law and if I couldn't get it backed due to them not being open I don't know why it's my fault when I had already paid the bank in full on 9/1/23 yet no one had told me where my vehicle was located. As you will see this company did not date their paperwork but I signed a paper and paid the money on 9/5/23 Tuesday because this was during the labor day weekend which they also never took into consideration. I tried to resolve this with the owner jordan and he just blew me off and acted like he was on the phone and couldn't talk to me.

  Business Response

  Date: 09/07/2023

  WE RECEIVED THIS ACCOUNT FROM THE BANK ON 08-30.. THE VEHICLE WAS PICKED UP FROM TIM SHORT ON 08-31. OUR COMPANY CAMERA CAR SCANNED THE UNIT THERE THE DAY BEFORE GETTING THE ACCOUNT. SO AGENT FIGURED HE WOULD CHECK THE AREA AGAIN. ONCE AGENT GOT IN CONTACT WITH TIM SHORT ON ARRIVAL AFTER SPOTTING THE UNIT WE WAS ADVISED THAT THERE WAS NO FEES OWED AGAINST THE UNIT AND THAT WE HAD THE APPROVAL TO TAKE IT. OUR COMPANY IS CLOSED ON WEEKENDS AND HOLIDAYS.. & WE'RE APPOINTMENTS ONLY AS WELL. IN ORDER TO OPERATE OUR BUSINESS, WE MUST CHARGE FEES.  IN COMPARISON TO SOME TOW YARDS, OUR STORAGE FEES ARE VERY REASONABLE AT $25 A DAY WHEN WE PICK UP IMPOUNDS THAT ARE CHARGING $75 A DAY.  WE CHARGE FOR STORAGE EVERYDAY THE UNIT IS ON THE LOT, AND EVERYONE HAS TO PAY THEM. THE UNIT WAS REPORTED TO THE BANK AS REPOSSESSED THE SAME DAY AS IT WAS PICKED UP. MOST TIMES THE BANK ALWAYS LETS THE CUSTOMERS KNOW WHERE THE UNIT IS AND GIVES THEM OUR PHONE NUMBER. SO WE ARE NOT AT FAULT FOR THE DEBTOR NOT KNOWING WHERE HIS UNIT WAS OR WHERE OUR OFFICE WAS LOCATED. HOW WAS WE TO KNOW THAT THE BANK WASN'T GIVING HIM THIS INFORMATION. THE DEBTOR NEVER CALLED THE OFFICE TO SEE WHEN AND WHERE THE UNIT COULD BE PICKED UP TILL HE WAS OBVIOUSLY READY TO DO SO, WHICH WAS ON 09-05. HE WANTED HIS WIFE TO COME TO PICK UP THE UNIT AND WE ADVISED THAT HER NAME WAS NOT ON THE RELEASE PAPERWORK AND THAT HE WOULD HAVE TO CONTACT THE BANK TO ADD HER NAME TO IT IN ORDER FOR HER TO PICK UP. THERE IS NO LAW STATING WE CAN NOT CHARGE FOR STORAGE ON DAY 1... WE DO APOLOGIZE THAT THE DEBTOR FEELS THIS WAY ABOUT THE COMPANY WHEN WE TRIED HELPING HIM IN EVERY WAY WE COULD. WE HAVE BEEN IN BUSINESS OVER 30 YEARS AND TAKE PRIDE IN TREATING CUSTOMERS FAIRLY AND WITH RESPECT.  OUR EMPLOYEES ARE TRAINED QUARTERLY ON THE LAWS AND ARE CARS CERTIFIED.  MOST OF OUR FEES HAVEN'T INCREASED IN TEN YEARS OR MORE.  *****