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:06/30/2024

  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.

  The company representative by the name of ****** needs to improve his customer service skills and would claim he couldnt hear myself and then hung up/disconnected the phone call multiple times. I then spoke to another representative and another manager in another area who was somewhat helpful. I had called there office and referred to Active auto recovery who repossessed my vehicle and was told my name was not on the paperwork. I had only attempted once to retrieve my property on 6/19 or 6/20 and called and advised I was running late and told I couldnt get anything out of my vehicle since my name wasnt correctly on paperwork. I then attempted to retrieve my property and vehicle due to myself getting it back and was told I have tried and flaked multiple times which is a lie and I have to pay the $25 fee. I have work and personal clothes in the vehicle along with personal mail, tax documents, phone chargers and money coins, in the vehicle along with medication that I have been denied access to and need. I request the fee is waived, vehicle is brought back to myself the co-buyer personally as well. I expect to be reimbursed for my rental to retrieve my property along with commute to and from work plus gas, then Uber to get home from when vehicle was repossessed. A police report against repossession agency has been filed along with a complaint as well. Failure to meet demands will result in further consequences from the agencies.

  Business Response

  Date: 07/12/2024

  Resolvion is a national repossession management company. Our company is only involved with the management of the recovery of collateral for lenders. We do not physically repossess the vehicles or store any personal property which may be located within the vehicle. 

  Personal property may only be release to the consumers whose names are on the repossession assignment, or any authorized person provided by the lender.  When *************************** lender initially sent the personal property release to Resolvion on 6/12 his name was not listed as an authorized person.  He was directed back to his lender to request his name to be added to the release.   We did receive the personal property release with *************************** listed on 6/13/24.  However, he must schedule an appointment with Active Auto directly.  We were notified of a missed appointment from Active Auto on 6/19/24. There should be no fees associated with a personal property only release. The only fees which should be charged is associated with the redemption of the vehicle. If ONLY the personal property is redeemed, we will speak with the agent to not charge the $25. 

  However, in review of the current assignment it appears there is an appointment scheduled for today 7/12/24 to pick up the vehicle from Active Auto which there will be fees associated with the release of the vehicle. 
  

  In regard to the request of delivery of the vehicle only the lender is authorized to request.  Any fee reimbursement in regard to gas, Uber, rental, ect would not be the responsibility of Resolvion or Active Auto. 

   

  Customer Answer

  Date: 07/12/2024

   
  I am rejecting this response because: the information is incorrect and I will be getting my property along with my vehicle and there are no associated fees due to it being a bankruptcy so theyre incorrect. The time I had the appointment, to retrieve my property in 6/19/24, I had called and advised I was running late and then I was told they tried reaching out to myself with my name not on the paperwork a second time, which was incorrect because it was they agency was attempting to use multiple systems and looked at it incorrectly. For over a month I have been denied my medication in the vehicle as well due to Resolvions horrible customer service and trying to help the customer. ********************** will pay for pain and suffering, lawsuit papers filled unless all charges are taken back and I am compensated for pain and suffering. Resolvion along with active auto recovery and ***** financial have all violated an automatic stay as my bankruptcy was filed on June 28th 2024 and my vehicle was not released shortly after. Resolvion will pay for pain and suffering for 1 month of denying me of my medication due to Resolvions negligences. Either I will be paid via express check next day or $3,500 for my medication by July 19th 2024 otherwise legal actions will be taken against Resolvion. I aslo need the claims from Resolvion to stay open longer as I was only given until July 13th 2024 and I am possibly barely getting my vehicle and property back July 12th 2024, which is not enough time to inspect my vehicle and properly as I am also working 9 days in a row. 

• Initial Complaint

  Date:02/15/2024

  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.

  Car was repossessed, ************ finance is who I had been dealing with since the moment I knew it was gone, they gave the the total balance due to retrieve my car which was broken down to the pay off balance and the cost of repo. I sent cashiers check certified over night and gave ****** the check number and tracking on 2-8 so I was just waiting for payoff to be credited to my account to get release for car and now **** I am told I owe resolvion another 450$ which is the exact amount already paid to them which was just received and invoiced on 2-9 after I already paid 29,237.21$ 450.00$ of which went to them the rest to ****** and now Im told my car can not be released. This is poor business I feel like I am being scammed and double charged after I handed over the initial how do they come back and be like no now we want another 450 and no one will answer phone calls or complaint line during normal business hours. They should all be sued for taking advantage of people and shading billing/ adding extra charges on top of initial bill after bill was paid!

  Business Response

  Date: 02/16/2024

  Resolvion is not provided any details of any consumers loans. We only received the customer name, address and vehicle information. We are not given details of amounts owed by the consumer before or after a vehicle is repossessed. We have no knowledge of the customers requirement by their lender in order to release the vehicle. We release the vehicle upon receipt of the order of ******.  Resolvion does not bill or collect fees from the consumer directly. Customers dispute is not with Resolvion she will need to speak with ****** to resolve this matter.