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:12/16/2023

  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.

  Car picked up early this morning. Spoke with ***** Fargo to retrieve my personal items such as my walking canes and dialysis bag which I need for my treatment in the morning. **************** sent a request over for me to retrieve my property and suggested I wait a few hours to contact company. I have done just that. It is now several hours later and the phone number provided does not let you choose an option 6. It says press 0 and once I do the recorded operator message we are currently closed. Our normal business hours are 8:15 to 5:15 Monday through Friday. Just plays over and over. I have been calling since noon and it is now 2:30. I have even tried to make an appt online but once I put the vin number in, the last 6 and/or the whole 17, nothing happens. It doesnt say whether you have the vehicle or anything. I am not able to move forward. I just want my items. Please respond back.

  Business Response

  Date: 12/18/2023

  ***** Fargo requires all claims and complaints to go to their office. Please reach out to ************** Option 1.

• Initial Complaint

  Date:12/12/2023

  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.

  I have had the misfortune of having my car repossessed by this company on behalf of *************** This company will put holds on your account so they can charge you more storage fees. This company will not reach out to you for any reason. Their posted phone number is no longer in service. It is by appointment only but you cannot make an appointment without speaking to someone on the phone because their website is so awfully run. I have been trying to get my vehicle from them for two weeks now and I am continuously getting the run around.

  Business Response

  Date: 12/14/2023

  Without the last six of the **** I am unable to look up specifics on this account. ********************** only puts holds on accounts where requested by the lienholder so if there is a hold, the lienholder should be contacted. As for contacting United, our ****************** phone number is in working order and is ************ Option 6. If the vehicle was picked up directly by United (unable to tell without the last six), our website can be used to schedule an appointment as long as we have a release from the client. That website is ***************************************. If a third party picked up the unit, the website cannot be used to schedule an appointment. 

• Initial Complaint

  Date:11/13/2023

  Type:Order 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.

  Company is a repossession company, picked up my vehicle Thursday (11/9/23) **** was paid and release paperwork received by said company the following day(11/10/23). Im told agents work their own schedules and could be 24 hours a day, but the lot they tow vehicles to is only open 1 day a week and they have no way of contacting anyone here in town other than thru ****** chat, no phone number. Customers in my situation have to wait 6-7 days to retrieve property or the vehicle even though the bill has been paid and release paperwork has been received. This is absolutely unacceptable operating behaviors. Something has to be done.

  Business Response

  Date: 11/28/2023

  Hi, the client requires that all claims and complaints go through their office. I do see that the client reached out to our office with this complaint, and a response has been sent to them.

   

• Initial Complaint

  Date:09/25/2023

  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.

  The phones seem to be on hold for hours. The website doesn't work correctly. Haven't received the email that I was told I would by Santander.I would just like to receive my personal property.

  Business Response

  Date: 11/06/2023

  Hi, the website is only for units picked up directly by United. For units picked up by third party agents, you will need to speak with our ****************** to receive the phone number for the agent to call and schedule an appointment. Our ****************** answers calls in the order received, and we have a call back function where you can leave your number, and they will call you back before close of business that same day. The ****************** can be reached at ************ Option 6. 

• Initial Complaint

  Date:09/11/2023

  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.

  Lets start at the very beginning. Its my fault my car got repod, I know. BUT I have reason to suspect that one of their employees broke into my garage and broke my motor for my garage door prior to my car being taken. (Thats a breaking & entering charge ??)Anyway, then, I get to the part where I pay my past due balance. My bank sends the release form. Suddenly I cannot get a hold of UAR to make sure Im in the clear for my appointment the next day to redeem my car.I also had my wedding ring and my old iphone in my car on top of hundreds, maybe $1000+, worth of purses.Now I have to hope and pray nothing is missing because Ive read they wont do anything about it. That and damage to your car they wont take responsibility for so Im just preparing for the worst at this point.Also, Ive been trying to contact the company for the past 2-3 hrs and cant reach anybody. Its now 1:59pm on 11 Sept 2023 (Monday) soooo there is no reason for me to be sitting here for 2-3 hrs trying to contact yall. Get it together.

  Business Response

  Date: 09/13/2023

  Hi, without the last six of the **** I cannot provide detailed information specific to your account. Our ****************** takes calls in the order they are received, and we have a call back function where you can leave your number and the call is returned in the same day. You can reach our ****************** at ************ Option 6. If you've already picked up your car, should there be any issues with the recovery activity, your vehicle, or you personal property, you can contact our ***************** at ************ x 687. Thanks

• Initial Complaint

  Date:08/14/2023

  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.

  My vehicle was repossessed on the morning of 08/11/2023, about 4:30. I called Santander Consumer USA and they gave me the contact information of, United American Recovery- (901)(302)(4819) and (800)(238)(5889) ext (6). NO ONE ANSWERS , the music just plays and plays NO ONE PICKS UP THE ****** I've called multiple times, over and over again. I even tried online on the website to select a date for retrieval because I do know already that pick up is by appointment ONLY, but the message of " vin # not found in system" comes up. But this is where ********* is telling me my vehicle is, yet i cannot reach anyone at all. the Last six of my vin #******

  Business Response

  Date: 08/15/2023

  Hi, the website is for scheduling appointments for vehicles that were picked up directly by United only. The number ************ Option 6 is the correct number for our ******************* Our team answers calls in the order they are received, and you can choose to use the call back function and a call back will be made in the same day. The number of times you use the call back function is the number of calls you will receive so please limit to one time. 

• Initial Complaint

  Date:08/14/2023

  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.

  Ive been trying to call for the past 30mins. Ive been trying to retrieve my tools of work and my kids stroller. Please and thank you

  Business Response

  Date: 08/15/2023

  Hi, without more customer information, I cannot look up specifics or advise if an appointment has been made/completed. To schedule an appointment, our ****************** can be reached at ************ Option 6. There is a call back function where you can leave your number and the call will be returned in the same day. For each time you request a call back, you will receive that many return calls so please limit to requesting a call back one time.

• Initial Complaint

  Date:08/08/2023

  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.

  I am a male, and I was being sexually harassed by a female at the same company. I brought it to my managers attention, and nothing was ever done about it. And the problem kept continuing so I had to quit because I have a wife I cant have that in my relationship. And then I tried to go back to work for the company and all I get tired is no were not hiring like Im the victim like I did something wrong.

  Business Response

  Date: 08/25/2023

  ************,

  The first time United was made aware of your claims was in your exit interview survey. After your departure, your claims were investigated and were not substantiated. Should you need anything additional, you can contact United's HR Manager or Legal and Compliance Manager. 

  Thanks, 

• Initial Complaint

  Date:08/01/2023

  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.

  My car was repossessed 2 weeks ago and my lie holder sent them the release on the 29th of July. I have called and called about making an appointment to pick my vehicle because the site says I have to call to make the appointment. A lady will pick up then transfer me to another number that just rings and rings, the few times it has went to voicemail which Ive yet to receive a callback!! Its almost like they refusing to give the vehicle back.

  Business Response

  Date: 08/16/2023

  Hi - we did not receive a Vehicle Release from the client for the customer to redeem the unit, rather a Release for unit to go to auction. We advise the customer of such and told him he needed to contact his finance company, as we cannot set up an appointment to redeem a vehicle or release such vehicle without a Release from the client. Our office was able to set up an appointment for the customer to redeem his personal property, and he did so on 8/3/23. The customer would need to contact his finance company regarding the vehicle.

• Initial Complaint

  Date:07/27/2023

  Type:Customer Service 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.

  July 20, ************************************************************************************************ address of the company that had my vehicle. He gave me the number to a random women considering I checked reviews recently and I saw someone say they were racist and they steal is scary I found out July 19,2023 what the name of the business was and thats only to pay my fee. Its been two days and still no car. I explained to the last in July 27th that my child was sickly so basically can you wait a little longer for me im running late I called her she said she would ask her boss and never got back with me I texted again she proceeded to says tomorrow morning. I know whats going on they want my car to stay there and we have to pay them more fees thats why she will only visit one time a day and to say they have all bad reviews except one you would think they would be a little lenient I mean I did do EVERYTHING right no arguing or anything just trying to get my car my husband hasnt been to work or myself but of course business ppl dont care about that and its not required to own a business the guy asked me my vin number and all I asked him was why cant I come get my car the tow place is open until 5 but the place where the cars are is in a whole different place with no workers on duty. I guess people can do whatever they want but me honestly I want to know where my vehicle is and is they company really trust worthy because why are you open if people cannot get there cars Mandeville and ********* is not far from each other.

  Business Response

  Date: 07/27/2023

  Hi, to assist on the specifics of the account, I'd need the last six of your VIN. Generally, agents do not provide company location until an appointment has been scheduled, as the offices operate on appointment only. If an appointment is missed or cannot be made, they do need to reschedule, as other appointments are taking place, and they can only assist one customer at a time. Once you are able to reschedule your appointment, should you have any issues, you can contact our Consumer ******************** at ******************.