Complaints

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

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  United Auto Recovery, Inc.

  311 Moore Ln Collierville, TN 38017-2771

• 

  United Auto Recovery, Inc.

  3719 Old Getwell Rd Memphis, TN 38118-6031

• 

  United Auto Recovery, Inc.

  827 Airways Blvd Jackson, TN 38305

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:03/01/2025

  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.

  In the middle of the night on February 25, 2025, our 2019 ********** Outlander Sport was repossessed. The last 6 of VIN are ******. Lender was ***********. I dont dispute **** right to take it. A couple of years ago my wife and I had a bit of a rough financial situation that caused us to get behind on the payments. It happens. We are both teachers and were surprised to find the vehicle gone. I looked on my Cap One app and sure enough it was repossessed. I would have at least liked for them to have left a note on our front door that let us know what happened. Even if they woke us up, it would have been better than the shock we got. That was very unprofessional. So we contact *********** and they told us that go to contact. My wife called UAR, as she is an account holder too. They tried to say they were still processing it and to call within 36 hours or something. I called later and asked to schedule a time to get our personal effects. The times they quoted were between 11am-1pm. I told them my wife and I are teachers and that any time after 3:30pm is convenient. They wouldnt budge. I called again and was told the same thing and that they only do pickups between 11-1. I asked what about Saturday. They arent open on the weekend. They hung up. I scheduled a time online. It was inconvenient. I left a comment saying I wanted after 3:30pm. It was not acknowledged. I called again on 2/28/25 and was told the same thing. I might add that the toll free number is answered by foreigners whose English is not very good. I could not understand the guys. If I do not get a time convenient for me and my wife then I will show up to the ************, ** location and will have a police officer with me. I also might add that I noticed tire scuffs on my driveway and what looked like pieces of broken glass.

  Business Response

  Date: 03/05/2025

  Hi - our hours of operation at this location are M-F, 11 AM - 1 PM and during these hours is when you can schedule an appointment. If you would like to speak to our ***************************** regarding your other concerns, you can contact ******************. 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23005755
  
  I am rejecting this response because:

  Those times are not convenient for me. I am a teacher. I work during those hours. Who on earth has time to come during those hours?

   

  No. The business was available late enough to sneak in and take my vehicle in the middle of the night, without even so much as leaving a note or giving an opportunity to collect my personal effects. 
  

  I want a current picture of my vehicle.

  
  Sincerely,
  
  ****** ****** Jr

• Initial Complaint

  Date:02/11/2025

  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.

  My car was included in my Discharged Chapter 7. Lender ( **************** ) sold the title to United Auto Recovery. Despite calling numerous times to request a pickup date, to this date they wont pick up my surrendered vehicle. The car is with no plates and expired registration. The vehicle is parked/abandoned and I desperately need a solution. Its been 7 months. Also the company has no email in order for me to write and demand a response or a pickup date.

  Business Response

  Date: 02/26/2025

  Hi, *** does not purchase loans, rather is a repossession company. We do not have an active repossession order for this unit to assist, so I suggest contacting ***** Fargo.

   

• Initial Complaint

  Date:11/28/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  My car was repossessed Nov 23rd, 2024. Last 6 of vin is ******, I've been trying to schedule an appointment to retrieve my personal property for 6 days now. The website doesn't work and neither does their phone system. I can't even find where they are located online. I'm extremely aggravating seeing as how I had been making payments to *********, I just couldn't catch up. I need to get my belongings TOMORROW but cant schedule an appointment no matter how hard I try.

• Initial Complaint

  Date:11/14/2024

  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.

  11/14/24 My car was 59 days late. My husband was injured on yhe job and lost both legs. Im working and trying to make it work. We told the company we would pay the 15th. They sent UNited recovery to get the car. I borrowed the money and paid it by 12 today. I have no vehicle and a husband who can not drive since he lost both legs within 5 months. Weve paid the bill and cant get our ONLY means of transportation uni Monday because their hours are only 8;30-11:30 and closed on Fridays. I am now missing three days of work and my husband is in danger in case of an emergency due to his heath ********** We also have children under the age of 18 to get to school. The car is less than 10 miles from my house , has been paid and they refuse to let me get my car.

  Business Response

  Date: 12/03/2024

  Customer called in on Thursday, November 14th and the vehicle release was processed. With no appointments available the same day and the office being closed on Fridays, the next appointment two business days later on Monday, November 18th was provided. Customer redeemed on Monday, November 18.

• Initial Complaint

  Date:09/02/2024

  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.

  I have a loan through Santander. My car was repossessed 8/27 @ 9pm. I paid the full balance of what I owed plus the repossession fee. I called and was told that I could not make a same day appointment when I attempted to retrieve the car 8/30 after I paid all fees. They are closed on weekends and Labor Day 9/2 is causing further delays. When I try to make an appointment through the system it tells me I cant. Help please. I dont have any extra money to give them. Are they going to charge me extra fees for being closed the weekend plus the holiday and I am in *********** but this company is out of *********. Help please! Even on Friday I could not reach a person and my release was sent to them.

  Business Response

  Date: 09/03/2024

  Hi - due to appointments already scheduled/on the books, we are unable to provide same day appointments. Once we have a Release and are contacted for an appointment, we are able to schedule for the next available which are during hours of operation. Please contact ************ Option 6 to schedule an appointment.

• Initial Complaint

  Date:08/22/2024

  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.

  My car was repossessed due to a payment being returned I was unaware of. This company hired another company to do the repossession and that company is united. United then hired a tow company to reposes the car. None of these companies are giving me my $7,000 camera gear in my car. The tow company says they have no appointments for me to pick up my stuff and united keeps hanging up on me telling me its the tow companys choice when to give me my stuff. So I paid ****** the money I owed which plus the fees I was told to pay and told once I did they would send the release. I paid 1834 to them and then was told they can not release my car because the company had not told them what the charges for the repossession were despite the repossession fees being told to me as part of the 1834 which was more then I owed for the missed payment. So now they have my car my property and my money and I am being denied access to any of it.

  Business Response

  Date: 08/26/2024

  Customer picked up items 8/20/24 and has since filed a claim directly with our company for claimed damage items. Our internal Claims Team will review and will provide determination directly to the customer.

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22170417
  
  I am rejecting this response because: though I did receive my things back there was damage done to my lens which is valued at ***** dollars as well as a dvd player. I did file a complaint with them however as this lens is how I make a living I need them to understand the importance of a resolution. This complaint was originally because they would not give me my stuff and because I complained they damaged my stuff. I have given the company evidence I had used the lens the day before the repo and it was perfectly fine when I went to pick it up as I was trying to inspect my camera the lady insisted I sign papers and look in my other bags so I was unable to see the chip in the glass until I got home and tried to use it. I immediately reported it and have heard nothing. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/26/2024

  The response acknowledges items were picked up and that you have filed a formal complaint with United to review the damages you are claiming to property. We received the claim from you via a phone call on 8/21 where an email was then sent requesting a statement and photos, which we received the same day, acknowledging receipt of such the same day. We understand you would like expedited review, and we will do our best to do so. United or its Agent will be reaching out soon. 

  Customer Answer

  Date: 09/02/2024

  
  Complaint: 22170417
   This is info for BBB and UNITED auto recovery about the situation united also has my complaint made with them after getting my personal property before getting my car back....

  
  I am rejecting this response because: I have now picked up my car and found multiple issues with the 3rd party that works for you. Besides my lens which still has not been taken care of, there is damage to my vehicle damage which was not there prior to Four Stars having possession of my vehicle I am including as much evidence as possible here but it may not allow all images that will have to show metadata. Due to the poor customer service I got when picking up my personal property I chose to send my husband to get the car because the woman there already said they would not help me. He went in and paid for the fees but had been told it was 160 for the storage over the phone I had to call to have someone from United Recovery call them because it was actually $110 it was $10 a day for 11 days but they wanted to overcharge my husband and told him it had to be cash. He paid them the contracted rate of $110 and they handed him $150 and said that was the cost of the DVD player they had broken when removing my belongings from my car. That amount was the price of a single DVD but mine was a set that cost $300 and unlike the single DVD players that can play independently the set has two screens but only one has the DVD player to play the movies on both screens. The one they broke is the one that operates both screens. So though they only broke one that one makes the other one use less. In order to replace it so that both my kids have a screen to watch TV I would need to re-purchase both which costs $300 before taxes. That however is a minor issue in comparison to the lens. 
  Now that I had gotten the car we had an even bigger problem when I was given the car back the man handed me my keys then quickly walked through a gate and locked me out of the building it was at this time I learned that not only had I not been given all of my personal belongings when I came to get them but that they had damaged my car in many ways. The first thing I noticed was my door leather had a punctured hole and whatever caused the hole left a fragment behind jammed in the hole still, next to the hole are multiple short scratches in the leather all of which were made by the same size object as the thing that was broken off in the doors leather. "It looks like they may have attempted to unlock my car through the door and whatever they shoved down from the top is what caused this damage. As soon as I saw this I called because I could not re-enter I was told to please hold and then hung up on and no one would take my or my husband's calls. I then called United who did not return my multiple calls. 
  BUT THAT ISN'T *V*N TH* WORST Y*T. Because my car was covered in some sort of thick chalky dirt from how and where they had my car stored it was not possible to see if any damage to the outside happened so I went right to a car wash at which time I found the rear of my car to have a dent. I can only speculate but it looks like the tow truck may have backed up into it. I am SUR* TH*R* IS a VID*O OF TH* **** if so you will also see that the driver hooked my car up while in Park with the * brake on which brings me to the next problem since having my car back the front end is not the same "it was towed from the back leaving the front wheels on the ground while in the park with the brake on which has caused some sort of damage. When I back up and turn the wheel to do so there is a grinding noise and a jerk that I can feel as if the tires are slipping or hoping I'm not a mechanic but it will need to be looked at by one. The second issue that I noticed is the front brakes which were only 2 months old now make a loud noise and I feel a vibration when hitting my brakes. The parking brake has also operating poorly since this repo. All of these issues were not present in my car. There are a couple of much smaller issues That I have that I slightly mentioned earlier that are concerning like the fact that when I got into my car there was still a ton of my stuff left inside one of which was a third DVD player that operates as part of another set and the one that goes to it was not present I had a total of 4 DVD players two different brands and was initially only given 2 of them and found the third after I got my car back though one is missing and both should have been given to me when my car was cleaned out. There were also my jumper cables that did not come with the car a body spray some change a bag of trash that had been dumped out and a cup that had once had a slurpy in it that had now been spilled onto the floor. My car was left in the sun which caused damage to the leather they could have put one of the two sun visors up to protect my car knowing I was picking it up and had already paid 1834 of the 2600 that ****** wanted. 
  I am sharing all of this here because both companies won't return my call my property and car should have been returned to me as found and the car should have never been pulled from my driveway on the type of truck it was towed with as they had no keys nor did they ask for any before violently removing the car at 4 am and setting off the car alarm I was unaware my car even had. As for all of the damage after that, I believe it was done intentionally after my initial phone call to four-star Recovery when the woman would not let me come get my stuff and told me she didn't have time for me and hung up. *ven when I W*NT IN TO PICK UP MY PROP*RTY TH* STAFF MIMICK*D WHAT I HAD SAID TO TH*M TO TH* OTH*R P*RSON IN A VOIC* THAT WAS M*ANT TO B* OFF*NSIV*. I have dealt with tow yards in the past and this experience has been by far the worst. Not only have thousands of dollars of damage been done I have also been unable to work because the initial damage done was to my Cameras lens and as a photographer who doesn't have $2300 to replace it nor should I be the one who replaces it I have lost weeks of work this will be week 3. As I said previously this needs to be handled in a timely fashion. It would be nice to handle this outside of court but if the company refuses to fix all of the damage caused I will sue them for the damage, attorney fees, as well as lost wages. I am happy to supply any proof that you need and hope that you do the right thing. I did not deserve any of this and, sadly, a returned payment I was unaware occurred is the only reason my car was taken in the first place. 
  I would also recommend that for future business in ******* use a better-staffed facility as this one is costing you a lot of money. 
  
  Notes to help clear up any possible claims you might make of damage done prior to the tow occurring. 3 Days before my car was towed I had new tires installed and the car was operating as it should once the tires had been installed I can request a letter from the tire shop to confirm this. Within the last 8 months or so I had an alignment done at another shop as well I can also provide documentation. I have kept up with all of my car's care including properly cleaning and conditioning the leather in my vehicle on a regular basis which I can confirm through letters from the people in my colda sack who see me detailing the car regularly. I take pride in my car which is why I promptly corrected the issue with the payment as I did not know it had been returned.
  
  As for the lens I have my purchase receipt as well as photos that I can provide along with the metadata showing the date time and lens used for the photos taken the day of or before the car was reposesed. It was in perfect working condition when last in my hands. But was returned broken. As for the DVD players, I don't think I have the receipt anymore as I bought it a year ago and the company no longer makes the exact one though the back of it shows it was made in 2023 and I can pull up my bank statement showing the purchase.
  
  Trust me I am aware of how unlikely it is for a company to cause this much damage during one tow but they did and I am completely shocked at the lack of care or respect for my property by these people ****** says it is united who handles these issues and as of today nothing has been done and damage continued to occur since my original post to BBB. 

• Initial Complaint

  Date:05/29/2024

  Type:Sales and Advertising 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.

  Dear United Recovery,I am writing to formally address the illegal repossession of my vehicle, a 2018 ******** **** GLC Coupe, VIN: *****************, which occurred on my property at **********************************************, on May 28, 2024, at approximately 9:10 PM.Despite my repeated requests for your driver to drop my vehicle, he refused and proceeded with the repossession without providing a court order. I would like to remind you that, as an active-duty military member, I am protected under the Servicemembers Civil Relief Act (SCRA), which requires a court order for repossession. This was a clear violation of the law and my rights. Besides that the institution was informed that I had filed for bankruptcy. So this vehicle shouldn't have been touched.Furthermore, the repossession was conducted in breach of the peace, as outlined in Tennessee state laws. Your driver physically forced me out of the car, threatened bodily harm, and refused to release my vehicle, even in the presence of law enforcement.Additionally, you violated federal laws, including the Trafficking Victims Protection Act (TVPA) of 2000 and The Debt ******* Repair Act (DBRA), by obtaining my information and giving it to a third-party debt collector without my permission. This also violates 15 US Code 1692f as well as 15 US Code 6801 and 6802.I demand immediate action to rectify this situation. I expect my vehicle to be released to me without delay. Failure to do so will result in legal action being taken against United Recovery, including reporting your actions to the authorities and pursuing all available legal remedies.Please respond to this email promptly to confirm that my vehicle will be released immediately.Sincerely,***************************************** Phone: ************** Email: ************************* Account Number with Bridgecrest: ************

  Business Response

  Date: 05/30/2024

  Hi, this was received directly from the customer and will be investigated/reviewed and follow up provided directly to customer.

• Initial Complaint

  Date:01/24/2024

  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.

  On December 6, 2023, my vehicle was repossessed by UAR. During the repossession, the company damaged my home significantly and refused to repair the damages. There are also damages to the vehicle that are consistent with the damages to my home.

  Business Response

  Date: 02/02/2024

  Hi, our office did previously review the customer's claim internally, and we communicated that decision directly to the customer. Upon receipt of this complaint, we re-reviewed the claim, specifically, we have the ability to review the recovery activity, and there was no contact with the carport to cause the claimed damages to the vehicle or carport. Because of this, our decision stands. 

• Initial Complaint

  Date:01/02/2024

  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.

  My car was repossessed a few weeks ago due to my VA appointed fiduciary not paying the bill. On December 29th, 2023 I got the bank paid back. I tried to make an appointment to go get my car that day but they said there are no same-day appointments available. No exceptions for anyone anytime. That made the next available date for me to get my car back January 2nd ****. I made an appointment through their online system for 10:30 on that date. About 2 hours before I was supposed to get it, I get a message saying that they cannot accommodate my appointment and they canceled it with no other explanation. I have called several times. No one is answered. I requested callback no one has called back and I have no explanation on why I cannot go get my vehicle. Now. I can only assume that since they wouldn't let me get it on Friday that they will charge me storage fees for Saturday, Sunday, Monday and now today. Also. They're only open 9:00 to 5:00 supposedly but apparently they are not open today. Even though when I made the appointment they were supposed to be open today. I even spoke to a lady on the phone. I'm really upset. I'm a disabled veteran and I have not been able to get to some of my appointments. Not to mention they came to pick the car up right before I was supposed to go out of town to see family for Christmas. That more lies on the fiduciary for not paying the bill but it's still not cool. Thought we were going to be able to at least go visit family after paying on the 29th but we couldn't because of this I feel like it's some type of fraud or something that they're going to be able to charge me for storage fees even though my car was paid for on Friday and I tried to come get it on Friday and they refused. Also, another thing that they ruined by not letting me get my car when it was paid for is that I could not make it to a concert that my wife and I have gone to every year since we've known each other on New Year's Eve and we had already bought tickets to

  Business Response

  Date: 01/16/2024

  Hi, your financial institution requires all claims or complaints to go through their office to be handled. Please reach out to **************, Option 1. Thanks

• Initial Complaint

  Date:12/31/2023

  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.

  12/29/2023 I had an appointment set for 9:15am, the employee did not show up for the appointment. I walked to the back with another couple that had an appointment set for the same time frame and the employee was setting in a truck upon walking back. The employee got out of the vehicle to speak and was very hostile. In the midst of speaking with my husband she started to yell and threaten me about my property. Stated multiple times Id have to make another appointment to get my vehicle and firearm. The employee scanned my ID and offered me to get it back, as I approached her to get my ID she then turned out into I snatched it from her, told me to call the police to get my firearm back. She did not ever attempt to deescalate the situation, she was rude, she was nasty! She threatened me and my husband multiple times and was in general just rude. I have attempted to contact a corporate number and have been unable to do so. The lady working the repossession yard should not be doing so as she is not respectful of others or have any bit of customer service! I am thankful this is a ****** learned but to warn others please be very careful dealing with the grinch as she will do her very best to cause you to come out of character!

  Business Response

  Date: 01/15/2024

  Hi, our office takes complaints such as this very seriously. We will reach out to investigate. Thanks