Complaints

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• Initial Complaint

  Date:01/13/2023

  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 Tuesday ********** ** ***** am Allstate recovery repossessed my vehicle from my home. My kids car seats were in the vehicle we were told we had to release the keys to them in order to retrieve our kids belongings so we release the key to them. Today Thursday ********** my fiancé went to retrieve my vehicle and was told he had to sign a release before they would get the vehicle for him. Upon receiving the vehicle he notice that a windshield wiper was missing and the passenger window button was broke on the driver side door. He notified the employee and she ignored him and went in the building. After later inspecting the vehicle we noticed that the key was missing from inside the key fob and my ********** * ***** ***** was stolen out of the vehicle. I have contacted the company multiple times and sent video footage of my windshield wiper on my vehicle while it was being repossessed. I have been ignored with no help.

  Business Response

  Date: 01/24/2023

  The vehicle was repossessed on **********. The key was given to the driver at the home of the customer. The co-signer picked up the vehicle on ********** and a condition report for the vehicle was signed by the co-signer. The co-signer DID NOT mention to me anything about the vehicle before leaving. He called about 10 minutes after leaving with the complaint about the driver's side window not working and that the passenger side window wiper was missing, and a rag was tied onto it. We informed the co-signer to please turn around and return to the office. He did not return. Later in the afternoon we received a call from the primary owner stating the same about the wiper, stating that the driver's side window button was already not working, but now the passenger side window button wasn't working. Also claiming the repo driver has stuffed a crayon into it. She said the key inside of her key fob was missing and the ***** ***** was also missing. We took down her information and told her once I spoke to the driver, I would get back with her. I spoke to the driver, and he stated the wiper was like that when the vehicle was picked up, he stated the windows were never used and didn't have information about them. He stated that the key fell out of the key fob into the driver's side floorboard and didn't retrieve it due to the messy condition of the vehicle. He stated he hadn't seen an ***** *****. I called the primary owner back and relayed to her everything the driver stated. I told her we looked at the pictures that were taken when the vehicle was brought into the lot and informed her the wiper blade was already missing with the rag wrapped around it. I informed her the key was laying on the driver's side floorboard, and then asked her if she was, please able to locate her ***** ***** with her "Find My ******" app to make sure it wasn't showing a location at our office. She said she had ring video of the time the vehicle was repossessed, so I asked her to forward me the video. We reviewed the video, but it was so grainy you were unable to tell if the wiper was there or not. We also reviewed the video of when the vehicle was driven in, and there was no wiper. We informed the owner of this, and she was not happy with the response. We informed that there was unfortunately there was nothing we could do. She called back again the next day stating that there was also "blunt spray" found in her vehicle that wasn't hers. We, again, informed her there wasn't anything we could do. We did ask her if she pulled up the location of the ***** *****, but she stated she hadn't done it yet. We didn't hear from the customer again after that.