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Business Profile

Repossession Services

United Auto Recovery, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Repossession Services.

Complaints

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

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United Auto Recovery, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 64 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/23/2023

      Type:Product Issues
      Status:
      Answered
      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 been trying to get in touch with this business, through the number originally provided me and the one listed on their website, and have spent hours waiting on hold. There has not been an option to request a callback and, when calling outside of business hours, the option to leave a message merely starts the recording over again. I am not seeking anything other than retrieving the personal property from the vehicle. I have items in there and there is equipment belonging to friends/business as well. I have tried every other avenue and just want this equipment.I will be looking forward to a quick contact and resolution to this.

      Business Response

      Date: 07/24/2023

      Hi - apologies you are having difficulty speaking with someone. To ensure you have the correct information, please call ************ regarding a personal property appointment.

    • Initial Complaint

      Date:07/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 been attempting for three days now to retrieve personal property. Each day I have received a text my request was denied because the lot is closed. After calling the call center they assured me the lot would be open, but its clearly not. They are withholding my property, and I would like my stuff back. This is for the **********, ** location.

      Business Response

      Date: 07/27/2023

      Hi, apologies for the delayed response - oversight on getting this complaint. In reviewing the account, I show that the customer redeemed the unit and the personal property on 7/26.

    • Initial Complaint

      Date:06/26/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      THIS COMPANY TOWED MY CAR LAST THURSDAY AND DID NOT UPDATE MY LOANER UNTIL MONDAY. NOW THAT I PAID ALL MY DUES, I CANNOT CONTACT THIS COMPANY FOR THE WHOLE DAY!! I TRIED ALL THE OPTIONS ONLINE JUST TO GET AN APPOINTMENT BUT IT SAYS THAT MY CAR RECORD IS NOT ON THE SYSTEM!! I NEED MY CAR ASAP!!! I CANNOT WORK WITHOUT IT!!!

      Business Response

      Date: 06/27/2023

      Hi, due to inclement weather, United has been experiencing a network service provider outage, specifically with our phone system. Temporarily, we have less lines than normal until phones are restored to 100%. I have passed along your contact information to our ****************** to contact regarding a personal property redemption appointment. United's website is for vehicles picked up directly by United. You will be unable to locate your VIN and schedule an appointment on that website. Please stand by for a call, or you can call ************. Again, we temporarily have less lines than normal so wait times may be longer. Thanks.

    • Initial Complaint

      Date:06/26/2023

      Type:Product Issues
      Status:
      Answered
      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.
      United Auto Recovery has three numbers on file and answers none. Their website does not find the Vin number and prompt you to call their number but no one picks up.Is there any other way to retrieve my personal belongings. This is really important.

      Business Response

      Date: 06/27/2023

      Hi, due to inclement weather, United has been experiencing a network service provider outage, specifically with our phone system. Temporarily, we have less lines than normal until phones are restored to 100%. I have passed along your contact information to our ****************** to contact regarding a personal property redemption appointment. United's website is for vehicles picked up directly by United. You will be unable to locate your VIN and schedule an appointment on that website. Please stand by for a call. Thanks.

    • Initial Complaint

      Date:05/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      THIS COMPANY PICKED UP MY CAR ON THURSDAY NIGHT DURING THE ****** I HAVE TRIED SCHEDULING AN APPOINTMENT LEFT NUMBERS FOR THEM TO CAR ME BACK REGARDING MY PERSONAL ITEMS. AS OF TODAY I HAVE YET TO GET IN CONTACT WITH ANYONE AND WHEN I GO ONLINE TO SCHEDULE AN APPOINTMENT ITS TELLING ME THEY DO NOT HAVE ANY RECORDS OF MY CAR. I CALL THE **** HOLDER AND THEY TOLD ME WHERE MY CAR WAS TAKEN BUT NO ONE WILL ANSWER MY CALL.

      Business Response

      Date: 05/08/2023

      Hi, I show in our system that a representative spoke to the customer 5/8 at 9:34 AM and scheduled an appointment to redeem personal property. If anything additional is needed, our ****************** can be reached at ************ Option 6.

    • Initial Complaint

      Date:04/13/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      They towed my vehicle. I went to puck up the vechicle. Drive it off the lot and started down the road on my way home and all my lights came on. Check engine light came on and it said system malfunction. Their incompetent dumbass tow truck driver busted my radiator.

      Business Response

      Date: 04/14/2023

      Customer contacted our office directly regarding her claim. We have started our investigation and will contact her directly with determination within 30 days. 

      Customer Answer

      Date: 04/21/2023

       
      Complaint: 19924252

      I am rejecting this response because:

      This is pure *****. My car was damaged when I picked it up.  It wasn't damaged before they came and took it away.  Somebody somehow damaged my vehicle.  I have photos of the coolant leaked all over the inside of my vehicle and they are trying to claim they had nothing to do with it.  I am going to sue.

       

      Sincerely,

      ***********************************

      Business Response

      Date: 04/26/2023

      Our Consumer ******************** reviewed the claim in accordance with our Claims Process which reviewed what the customer sent, the Agent's statement and photos and documents on the account. The determination was shared with the customer. There is nothing additional to provide. Because the customer has mentioned taking legal action, I will notate the account so any calls are directed to our legal department. 

    • Initial Complaint

      Date:04/10/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 called SO MANY TIMESSSSSS?!?!?!?!?!?? ***** Fargo so hungry about their little money that I already paid back and this auto place isnt even answering their phones. What kind of business is this fr? All the complaints are the same and theyre doing nothing to change that. How are you going to hold a car from their OWNER??

      Business Response

      Date: 04/11/2023

      Hi, our office has tried reaching out to assist, as we are unable to look at the specifics of your account without the last 6 of your VIN. Our calls are answered in the order that they are received, and we have a callback function that allows customers to leave their number and a callback is made before the end of the day. To receive information regarding scheduling an appointment to redeem personal property, please call our ****************** at ************, Option 6.

    • Initial Complaint

      Date:03/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Look at all of these complaints. How is a company that operates like this still able to be in business? Because no one cares, thats how. Ive paid to have my car released, the website doesnt work properly and no one answers the phone. Based on these reviews no one calls back either. My sons car seat is in the car. Companies like this thrive off of hard times. And then not being open on the weekend is obviously on purpose to make things even harder for people that are already struggling. Answer ************** your website so folks can get back to their lives

      Business Response

      Date: 04/03/2023

      Hi, our calls are answered in the order that they are received, and we have a callback function that allows customers to leave their number and a callback is made before the end of the day. Our online scheduling is for units picked up directly by United Auto Recovery, so if your vehicle was picked up by a third party agent of United Auto Recovery, your VIN will not be in the online system for scheduling appointments at our direct offices. 

      I show we received release paperwork from the lienholder on 3/31/23 and it was processed to the account that day, with your redemption appointment the same day, 3/31. 



      /

    • Initial Complaint

      Date:03/29/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 is with this company according to the lender . They claim I have 24 hrs to turn in my keys to avoid key fees and to claim my property . I have waited on the phone a total of 8 hours and its been almost 48 hrs . I havent received any answers , callbacks , or even an option to do so . I have no idea where my vehicle is located as they have no info besides another state headquarters online . The option to make an appointment online does not work as it says my vin doesnt exist and it is the correct vin . Reviews state this company in conjunction with ally financial scams people . They want me to pay monies I already payed and then not have a clue where to claim my belongings , drop off keys , or pick up my vehicle . This is not okay .

      Business Response

      Date: 03/31/2023

      Hi, our calls are answered in the order that they are received, and we have a callback function that allows customers to leave their number and a callback is made before the end of the day. To receive information regarding scheduling an appointment, please call our ****************** at ************, Option 6. Our online scheduling is for units picked up directly by United Auto Recovery, so if your vehicle was picked up by a third party agent of United Auto Recovery, your VIN will not be in the online system for scheduling appointments at our direct offices. 

    • Initial Complaint

      Date:03/29/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 paid ***** Fargo auto loan to reinstate my auto loan d to be able to pick up my car. United auto recovery is suppose to process within 45 minutes it has been two days with no call back no one answering the phone. Cannot get ahold of them to retrieve vehicle release from them. They are holding my vehicle unlawfully

      Business Response

      Date: 03/31/2023

      Hi - without a last 6 of VIN, I am unable to pull up specific information as to the account and whether it has since been redeemed. If it has not, please call our ****************** at ************, Option 6. Our calls are answered in the order that they are received, and we have a callback function that allows customers to leave their number and a callback is made before the end of the day. ***** Fargo requires all complaints to be directed to their dedicated phone line, so additionally, you can contact ************** Option 1. 

      Customer Answer

      Date: 03/31/2023

       
      Complaint: 19868192

      I am rejecting this response because:

      they broke ********** law by opening a secured locked gate without the property owners consent while I was at my parents house visiting for a few days. The broke a strict violation of breach of peace during the repossession process. They know exactly who I am and what I am talking about in the response o they are playing dumb trying to pass the buck onto ***** Fargo. I paid ***** Fargo my complaint is with the company releasing the car and the tracker auto recovery 

      Sincerely,

      *******************

    United Auto Recovery, Inc. is NOT a BBB Accredited Business.

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