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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/20/2023

      Type:Customer Service 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 car was taken Wednesday night 3/15/22 and I have everything situated with my finance company but I have been trying to get ahold of somebody every single day since then and either I cant get in contact with anybody and nobody knows anything but I am waiting on them to send a invoice over to my finance company since Thursday morning 3/16/22 and I am still waiting on them and I dont want to have to pay all these extra fees and charges because you wont answer the phone or give me the run around for days now when everybody is waiting on you to just send over a invoice

      Business Response

      Date: 04/14/2023

      Hi, I show that we received a release for this unit on 3/27/23 and it was redeemed the same day, 3/27/23. 

    • Initial Complaint

      Date:03/16/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 couple weeks ago. I have been trying non-stop to get hold of them to get my personal belongings back. Chrysler as indicated I can do so free of charge. However, every time I call I get a message I am number 100+ in the queue and never get a real person or option to call back.

      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 to redeem personal property, please call our ****************** at ************, Option 6.

      Customer Answer

      Date: 04/03/2023

       
      Complaint: 19603413

      I am rejecting this response because after being told I was number 107 and I stayed on the phone forever only to hear I was number 88.

      I was NEVER given a call back option.  Their website is useless as it always says they can't find my VIN.  But they had no problem picking the car up from my house.

      Sincerely,

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

    • Initial Complaint

      Date:03/09/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 have no customer service. They are very ghetto. Theyve had my car for almost a week and has yet to put it in the system holding my belongings. And theres no telling how damaged my vehicle is do to them towing it and they refused to pick up the phone. Cant get a person to answer the phone that can speak proper English, and not Ebonics. And they do a lot of illegal things I have documentation and bringing it to my attorney today.

    • Initial Complaint

      Date:02/22/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      February 21 - 22 Mutiple phone calls on different days to try to recover my vehicle when the phone doesn't answer it automatically puts you in line for them to call you back, but they don't, it doesn't take two days to answer phones or call back. While they have our property that we need to work and get to places, places like these take advantage of people's difficult situations knowing they are under there thumb to wait on them however they please. **** continue calling hopefully today we get through. There should be laws in protecting people when they pay for there property back.

    • Initial Complaint

      Date:02/21/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 get ahold of them for about two weeks now to get my personal belongings from my vehicle and I cant ever get ahold of anyone and on the website it doesnt show my vin but my bank told me they have my vehicle. They are withholding my personal property from me.

    • Initial Complaint

      Date:02/20/2023

      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.
      Vehicle repossessed today (2/20/2023) at 1am. Called my car company and paid everything in full at 8am and they said they sent the release and to follow up in 4 hours. I have called at least 5 times every hour, you never get through to a person and after being on hold for a while it switches to we will call you back. No one will answer or call me back and I need my child's medication out of the car by today. I want my car back but at minimum I need those meds today. I did everything on my end and so did my auto company but I literally cannot get through to a human. They are based in ********* and I am in ********, I should at minimal been contacted to retrieve my belongings. Their website option of booking an appointment does not work, it always says it cannot locate my VIN even after putting the full number in versus the last 6. So over 6 hours of calling continually and submitting my VIN online continually and no response. I have no paperwork or anything, my car company told me there was nothing to do but schedule a pickup.

      Business Response

      Date: 03/31/2023

      This unit was picked up 2/20 and personal property and the unit was redeemed the same day, 2/20. Our office returns calls in the order they are received. The online website is only for scheduling units picked up directly by UAR, not third party vendors. 

    • Initial Complaint

      Date:02/17/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      ************ that predatorily sets their call ring times to over 45 minutes before being answered by a thank you, we will call you back and then hangs up on you, more than 20 hour wait time on call back, charges you for additional time your vehicle has been on the lot, subdivides to other towing company lots, who also charge time on lot compounding, and doesnt allow pickups past 2pm or during the weekend yet still imposes time on lot charges for days you cant even pick up the vehicle, company should lose business license or fined heavily at the least for scam like practices

    • Initial Complaint

      Date:02/17/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      We have been attempting to reach United all day Friday. They dont answer the phone, they dont call back. Its going into the weekend and they have our car seats and diaper bag.

    • Initial Complaint

      Date:02/16/2023

      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 car was repossessed 2/14. Ive gotten in touch with the finance company to get a release and thats it. Ive been calling none stop for two days requesting call backs and NOTHING! Local numbers are disconnected and the 1(800) number no one answers. But Im supposed to pay fees for holding when it wouldnt be held this long if I can get in contact with someone. All of my very personal items are still inside the vehicle and I cant retrieve them. The website doesnt work and my vehicle cant be found. As if Im not having a hard time already the last thing I need is to be hit with unethical charges and finally get to the vehicle and my personal belongings have been ram shacked and stolen because thats been reported a lot with this company. I need my things ASAP! I need to speak with someone ASAP or I will be going to the police and getting a lawyer.

      Business Response

      Date: 02/20/2023

      Good afternoon. I show the customer spoke with a ********************** representative on 2/16 via our callback function. Personal property fees were waived and an appointment for 2/17 was confirmed. Customer redeemed personal property on 2/17. Should there be any issue, you can contact our Consumer ******************** at ******************. 

    • Initial Complaint

      Date:02/10/2023

      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.
      My Vehicle was repossed on 02/02/2023, I paid the amount to my creditor to have it released and tried making a call to united Auto Recovery on 02/10/23, i was on hold for God knows how long and ended up getting the phone call released on me multiple times. I am still unaware as to where my car is located and i am unable to schedule an appointment to pick up my vehicle because it says that the *** cannot be located. My *** is ***************** and I also need to know how there storage fees work cause this is how they make their money

      Business Response

      Date: 02/13/2023

      Good afternoon. I show we received and processed a release on the account on 2/11. In doing that, you should have the information to schedule an appointment with the agent. Unfortunately, our website for scheduling is only for accounts that United picks up directly. In this situation, a third party agent for United picked the unit up. If you are still without the agent's information to schedule an appointment with the agent, please call ************, Option 6. 

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

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