Reviews

This profile includes reviews for Collateral Recovery Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Collateral Recovery Solutions, LLC

  1784 E Webb Ave Burlington, NC 27217-7416

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  Collateral Recovery Solutions, LLC

  306 Belmont Mount Holly Rd Belmont, NC 28012-2607

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  Collateral Recovery Solutions

  306 Belmont Mt Holly Rd Mount Holly, NC 28120

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  Collateral Recovery Solutions, LLC

  PO Box 213 Elon, NC 27244-0213

Review Details

• Review fromHayley W

  Date: 10/25/2024

  1 star

  Hayley W

  Date: 10/25/2024

  I recently experienced a serious issue with my debit card being compromised, which resulted in the need to change my debit card and unknowingly changing my bank account. Unfortunately, this situation caused two of my bills, including one for my vehicle, to go unpaid, leading to the repossession of my car. Once I resolved the banking issue and paid the outstanding bill, my bank was very understanding and expedited the paperwork for the release of my vehicle.However, my experience with this business has been incredibly frustrating. I called to make an appointment for the vehicle pick-up after being given a reference number, and I was instructed to call back the next morning after 9 a.m. for an appointment between 10 a.m. and 2 p.m. After arranging transportation, I called to make the appointment only to be informed that I had missed it and would need to wait an additional three days for a new appointment. I have spoken with local police, court officers, and towing companies, all of whom have stated that they cannot withhold my vehicle since it has been paid for and is set for release. I have also filed a claim for the vehicle's return. This business seems to operate in a manner that is not only confusing but also questionable, as it is illegal to withhold someone's property once payment has been made.Furthermore, during my calls to this business, I expressed my frustration regarding the situation, only to have the representative abruptly hang up on me. In that conversation, I said I would be contacting law enforcement and they said "go ahead." ********** provided guidance on the court filing process, which I have since begun. However, the representative knew that the police would be unable to assist without the address of where my vehicle is currently held, which is information they withhold until the day you call to 'confirm your appointment.

  Collateral Recovery Solutions, LLC

  Date: 10/29/2024

  We received the vehicle release @ 1:46pm on Thursday, October 24, 2024. We scheduled an appointment for Ms. ****** for 10:00am on Friday, October 25, 2024, the appointment where she failed to show up. Upon calling back, she was advised that the next available appointment was Monday, October 28, 2024 (this is where she gets the 3 days later). Our offices / lots are not open on weekends. Had Ms. ****** showed for her appointment, she wouldn't have the reason to find time in her busy schedule to attempt to slander a business on the BBB site. She redeemed her car on Monday, October 28, 2024 at 10:00am as scheduled.

• Review fromNorah R

  Date: 11/17/2023

  1 star

  Norah R

  Date: 11/17/2023

  They actually deserve negative stars because customer service is below horrible. My car is a high performance sports car and to start, it was drug out of the driveway to where there were tire tracks left in the driveway. It should have been put on a flat bed. The guy that repossessed the car didn’t have on any identifying clothing and used his personal car with a hitch. I know having to deal with this place is my fault to begin with but when I say that the entire experience has been trash I mean that wholeheartedly. I’ve been going back and forth with this ** company and my finance company because I was actually told that the car was spotted being driven the other day when it was supposed to be sitting in their lot untouched. I spoke to what was supposed to be the corporate office and spoke with a disgusting lady named Rosa. No sense of professionalism at all!!!!!! She’s supposed to be a manager and hung up on me for me expressing how unprofessional they are!!! I paid a whole lot of money and expected to be able to retrieve my vehicle right away but they are so shady that you have to make an appointment to retrieve your own **** which was 3 days out. 3 days out for a car that I paid the balance up on and am still paying insurance on. When I say never again, I mean never again. ******** ******* needs to find another vender because this is the worst experience that I have ever had in my entire life. I don’t even leave reviews but I could not wait to leave a review for collateral recovery and I will be looking for the real corporate office. I know most people probably don’t write reviews because of the situation in itself but this company deserves a review. Worst company hands down and really needs to be investigated. I made it my business to put in a complaint with the executive office at ******** ******* and will be following up. They think that because you made a mistake that you deserve to be treated like crap but they have the right one this time. Beware!!!!!

  Collateral Recovery Solutions, LLC

  Date: 11/20/2023

  We will respond to this in order of the accusations noted. This system does not allow photos to be uploaded, but our photos show the vehicle on the truck, towed from the rear, with the key that you gave the driver in the driver seat. The company truck, a black, 2022 Ram 4500 wrecker is what was there when he repossessed your car. You know this but want to throw in a lie to make the company look bad, or just make yourself feel better. To state he was there with his own car and a hitch makes zero sense. The truck has the name of the company all over the doors in 3" letters as required by DMV. Once the vehicle arrived to our lot, it never left as verified by the video monitoring that is present. So, to think someone here wants to drive your Charger is really laughable. Don't believe everything you hear (rumors). There is more than one car like yours on the road ... they aren't rare. We do operate by appointment to prevent more than one customer @ the yard at a time. It's similar to hair appointments ... they can only cut one head of hair at a time. Makes logical sense to most. Your situation was not a mistake. This month is the 4th month in a row that we have received your account for repossession. This seems more habitual than that of a simple mistake. I've listened to the phone calls. Going forward, please understand that you get more with honey than vinegar. Try speaking to people with some courtesy, it goes a long way. Our corporate office is located in Burlington, it's not hard to locate. We look forward to speaking to ******** *******, if they reach out.

• Review fromCliff S

  Date: 11/09/2023

  1 star
  These people are thieves with zero remorse. My car was towed. When going to get my property back, I realized my gun and license had been stolen from the car. Both items I’m positive were in the car prior to the tow. When I expressed my frustration (calmly) I was met with hostility and told “we didn’t steal your **** gun”. I was then unable to sign for my property and told to make another appointment. I was told my speakers were not supposed to be removed from the car, yet they were. Hard to find a review speaking on their honesty and good service. Majority or reviews resemble mine speaking of missing property and bad service. They should be ashamed of themselves for these horrible experiences.

• Review fromEmily H

  Date: 10/10/2023

  1 star

  Emily H

  Date: 10/10/2023

  This place is insane. I went to pick up my vehicle at their 1520 Industry dr Burlington NC location and they asked me to sign papers saying there was no damage to my vehicle and that nothing was removed from my vehicle… before even seeing my car! My car was behind a fence, I could only see a tiny bit of it. They told me I could look through the small area of the fence to make sure it wasn’t damaged. I let them know I could not sign the papers without laying eyes on it to confirm. The 2 people at the desk kept telling me I wasn’t able to go on the other side of the fence to check. Then, the manager, owner, whoever came up to the desk, raised his voice at me and told me I was going to come through the fence and look. Fine, perfect. My husband also wanted to look. He was holding our 5 year old daughter and followed me inside the gate. The same man who yelled at me, yelled at my husband and daughter to get out, to the point my daughter talked about the “mean man” all day and couldn’t understand why someone would be so hateful. Also, there was damage to my rear bumper upon inspection that this man acknowledged. The people here are rude and hateful, and have shady business practices by requiring people to sign statements agreeing there was no damage or theft before you can even see your vehicle.

  Collateral Recovery Solutions, LLC

  Date: 10/12/2023

  The industry standard, due to overwhelming insurance claims, debtors are rarely allowed on the lot. This is just our company, but the majority of legitimate repo companies. As the documents read, you are allowed in inspect your vehicle. We allow people to look over the documents and upon request, they are free to see their vehicle and/or personal property, depending on which type of redemption is taking place. Unfortunately, this site does not have the option to upload photos, but the photos of the vehicle show no damage to the rear bumper. With there being no damage on the rear bumper as alleged, it brings into question how true the other allegations are, or is this the perception based on being upset that the failure to uphold contractual obligations was not met, bringing you to our location.

• Review fromMary H

  Date: 08/28/2023

  1 star

  Mary H

  Date: 08/28/2023

  This company main office 1523 W Webb Burlington NC is very rude and will have you on hold on the phone for more than 20 mins or more. They seem they don’t understand what good customer service is. I’m not sure what’s their problem but everyone they deal with isn’t who they think and as a business they are, they should be respectful and help. This is only contact to get any information but they just act very disrespectful not sure if it’s since they deal with rude people. But again we are not all like that. I believe they need to take some training classes to help treat people better. Any one who deals with these people be aware! I will take this up to your CEO in charge of this company!!

  Collateral Recovery Solutions, LLC

  Date: 08/30/2023

  By searching "**** *********" in our system, I could only find one person by this name. That vehicle was repossessed over 14 months ago. Without any verifiable information to verify this alleged behavior, it is very difficult to respond appropriately to this claim. I would like to listen to the phone call recordings. We all know that there are two sides to a story and somewhere in the middle is the truth. On a normal day, we receive 500-600 phone calls. Patience is required. If the response to waiting is a chippy attitude when the staff answers, that's what you should expect in return. Again, without information and being able to listen to the recordings, not much else to add. If you would like, call the office and ask for a member of management. One of us will be glad to speak to you.

  Mary H

  Date: 08/31/2023

  Thank you for your response but I never said a name. It is not the phone conversation I was talking about. I meant the office in person. WE went to ask and they were just rude and slammed the door. It doesn't matter who they talk to but myself as a successful business owner I went to help someone who needed translation ( in person to the main office that came us the number o call) and they were just rude and they don't even have Spanish's specking reps. I do believe it might have been a manager seems like a it was a tall Latino guy who came to the door and was rude.

• Review fromBilly L

  Date: 01/12/2023

  1 star
  i thinkit is messed up you holding my suv for 24 more hr after i paid to get it today the company told me i can get it today and you all telling me i cant no. i also run a business and i am a license North Carolina inspector and i have looked over all repo companies none of them keep the vehicles like yall are doing you do know that is making stress and most people dont need that yall dont know what people are going through it would be nice as soon as you get the paperworkto let us get our vehicles thank you have a nice day

• Review fromW. N.

  Date: 09/21/2022

  2 stars

  W. N.

  Date: 09/21/2022

  The people at the actual business where I picked up my vehicle were very helpful and returned my car to me within moments. They were awesome!
  My complaint is with the customer service when you call in. I was told to call the following day at 9 am to confirm that I was picking up my vehicle at 11:30 and they could only give me the address to the location where my car was then. I was also told that if I was a minute late that I would have to reschedule for another day. I don't live near Burlington, so I wanted to make sure that I got the address early and could be there on time. I started calling at 9 am and every time I called I was transferred to a line that NEVER picked up and went straight to voicemail. I called 8 times between 9 am and 11:05 am. At 11:05 someone finally answered and gave me the address where I should pick up my vehicle. Luckily I had the good sense to drive to Burlington and already be in town by the time they answered.
  If you are going to have such strict rules about picking up a vehicle, at least have someone there to answer the phone so that those rules can be followed. This was a very stressful experience that would have gone smoother with someone there to actually pick up the call.

  Collateral Recovery Solutions, LLC

  Date: 09/22/2022

  While we can appreciate your concern, we also appreciate honesty. We checked the phone records for the phone # ending in ****. We see 4 calls on 9/21/22, starting at 10:37am that was answered and put in the call queue. You disconnected the line and called back at 10:43am which was also answered. You even told the receptionist that you were on hold and no one picked up. By hanging up, that put you at the back of the call queue. You again hung up after 6 minutes and called back at 11:02am, and that call was subsequently answered and put into the call queue. Again, after 1 minute and 53 seconds, the call was disconnected and you called back at 11:06am and received the information needed. There is a large time difference of 9am and the time you actually started calling. The process would have gone very smoothly with some patience while on hold. The lot is packed full of repo'd cars thanks to the current presidential administrations and his policies. Thank him for us being busy and causing the long wait times! Enjoy your day!

  W. N.

  Date: 09/22/2022

  Thank you for your response, but i would like address some things that are not accurate. Actually each time i called the receptionist answered and transferred me to a different line. Each time I stayed on hold until an answering machine picked up. I only hung up after getting the answering machine. There was no need to stay on the line for an answering machine.
  Also, the first 4 times I called before that I called from a different number, because I was at home trying to reach them before I left driving to Burlington to ensure that I didn't miss my appointment time. Anyway you look at it, I attempted multiple times to get through to end up going to a voice-mail after waiting on hold. Also the fact that I finally got a real person less than 30 minutes from my pick up time could have prevented me from getting my vehicle. Say what you want. But you don't make it easy to contact someone to get your vehicle back.