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:02/09/2023

  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.

  This company came and repossessed my vehicle at **** 2/9/23 in the morning without any paperwork or notice. I only noticed it was happening because I got a notification on my Ring camera. I voluntarily gave up my keys and was given a card to call in the morning to resolve the issue. I called after paying off my balance and could not get in contact even after 14 phone calls. After 2 hours they finally called me back and told me I would have to schedule online to come get my vehicle. They were extremely rude and would not help me in the slightest to tell me where my car was or anything other than schedule online. I scheduled and the earliest available pick up isnt until 2/13 absolutely no same day picks. This company has no right to keep my vehicle from me after the balance was paid and verified by my lender which it was as of 2/9 at ****. I have a right to know where my vehicle is and to come and get it. The company will not answer the phone and when they do they are extremely rude and unprofessional and will hang up over and over. This is not okay and according to their reviews is a common occurrence that needs to be stopped. Reviews also mention damage occurring to vehicles and personal property being stolen. If I retrieve my vehicle and it is damaged or items are missing I will be filing a police report. Not to mention $400 to repossess a vehicle when the person handed you the keys is outrageous especially when you refuse to return the vehicle as soon as payment has been satisfied. I will NOT be paying any additional expenses for this company to hold my vehicle hostage for housing for the 4 additional days they are keeping it.

  Business Response

  Date: 02/10/2023

  Good morning. I show this unit was recovered 2/9/23. We do not provide same day appointments, as we have to process units in accordance with client requirements and state law. I show that a representative spoke with you on 2/9 and provided our website so you could scheduled, and you have scheduled for 2/13, 2 business days after the recovery. I apologize if the customer service did not meet your expectations. I will be sure to review this call and if coaching is needed, it will be sent to the *********** Manager to do so. We schedule appointments as quickly as we can, and they are scheduled on a first come basis. We do not provide addresses as we work on appointment only. If you have any issues at your appointment, you can reach out to our Consumer Relations Department. 

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19374652
  
  I am rejecting this response because: you have avoided 90% of the original complaint. Your employee showed up in the middle of the night, didnt knock on the door or anything, I was lucky to even know what was happening.There was no paperwork provided at the time of the repossession to me. Your employee who took the car assured me I would be able to get it in the morning. The staff does not answer the phone even after 14+ call for which there is no excuse. I wasnt given a call back for over 2 hours. The employee of the phone offered absolutely no help and if your policy is to have people schedule online then this information should be provided rather than there being an option to do so over the phone which apparently isnt an option.  Not to mention how rude your employees were. Interesting you state same day appointments arent an option but reviews say otherwise. Clearly this response has been a cop out in taking any responsibility for wrong doing as again your reviews clearly state my complaint is an ongoing issue and an issue most have with your company.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair 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.

  On 2/3/23 at 7:45 in the evening a tow truck arrived at our home to repossess our vehicle. We were unaware of this until the driver knocked at our door for the keys. After speaking with him he advised he had been sent by United Auto Recovery to repossess our suv for lack of payment. However, we have our suv on autopay with our financial institution and had proof of payment. When he saw that he was thankfully willing to discuss the issue, while my wife called to confirm with our auto finance company. She did confirm that they, KIA ********** did not send nor do not have any repossessions showing. The driver of the truck then asked if we ever owned a 2017 KIA ********* When I said yes, he said yes he said that was the vehicle that they were looking for. The problem is that the *** they were giving was the *** to our 2020 KIA ******** and they have that license plate. I called ********************** yesterday (2/6/23) and they advised that they had no records of this in our system. They took my name and number number and I was told someone would call me back and still today no one has called back. I called back today and am still being told Im not in the system. The whole problem is they have an incorrect plate and *** and incorrect year and model and we are getting nothing but the run around and no answers or accountability from United Auto Recovery and I was told that there are still two other tow trucks looking for our car.

  Business Response

  Date: 02/10/2023

  I have reached out directly. 

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19348746
  
  I am rejecting this response because: The response was 2 phone calls on Friday, February 10th at 6pm (cst) and a voicemail was left saying that an email was being sent and a follow up call would be made on Monday the 13th to us. My wife responded to the email and provided her phone number as well for follow up. As of right now, Wednesday, February 15th at 7:20pm (cst) not another word has come from United Auto Recovery. 
  

  We have also reached out to the State of ****** in regards to this issue, as we have been been the owners of this vehicle for THREE YEARS. The State of ****** went through their records and the rep my wife spoke with said in looking at that license plate number there have been NO searches done on it within the last 60 to 90 days. Had United Auto Recovery reached out like we had been told in a voicemail and an email we would have asked them to clarify that. 
  

  We have gotten nothing but the runaround from United Auto Recovery after waiting for a week for a response from them about the wrongful repossession of our vehicle AND watching over our shoulder for a week while providing care for and ailing family members to make sure that one of the two remaining vehicles that was still looking for our car wouldnt wrongfully repossess it  

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/02/2023

  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.

  I am trying to get my belongings out of a car repossessed by this company. They never answer the phone and they don't return calls. I believe they do this so they can keep people's belongings. not a professional company. I try to schedule an appointment online and it's not pulling up my information to let me set the appointment. I really need my belongings.

  Business Response

  Date: 02/07/2023

  I show the customer picked up personal property on 2/6/23. We take calls in the order that we receive and have a call back function so customers do not have to remain holding. The website is only for scheduling appointments for units picked up directly by United. In this instance, a third party picked up the unit and that is why the information could not be located via website. 

• Initial Complaint

  Date:01/29/2023

  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 Saturday, January 28, 2023, I was advised by my auto financing company that this company repossessed my vehicle and that I could retrieve my personal property for free. I went I line to schedule my appointment to retrieve my personal property. Online, I am unable to schedule an appointment because it does not recognize the last 4 digits of my vin. I have my work laptop in there, client files in trunk and clothes. Although , my job can track the whereabouts of the laptop if necessary, Based on the complaints here, I am concerned about possible theft now that the website is saying it doesnt have my vehicle.

  Business Response

  Date: 02/07/2023

  Good afternoon. I show that this unit was recovered Friday, 1/27 and personal property was released the second business day, Tuesday 1/31/23. The website is for units that are picked up directly by United, and in this instance, the unit was picked up by a third party vendor. 

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Damage to my car/property

  Business Response

  Date: 01/27/2023

  We will reach out directly to the customer so we can get a statement regarding what he is claiming is damage, and we will investigate the claim and provide determination to customer.

  Customer Answer

  Date: 01/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/10/2023

  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.

  When I redeemed my car my personal items that were gathered had been gone through and my sons apple EarPods were taken

  Business Response

  Date: 01/16/2023

  Good afternoon, we have received this, and we will be contacting the customer directly to initiate a claim for missing personal property so we can investigate. Thanks. 

• Initial Complaint

  Date:12/23/2022

  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.

  Vehicle repossessed by ****** finance company on 12/12/22. Paid company in full 12/21/22. ****** said everything was settled on their end, contact United auto recovery for redemption appointment. *** did not populate on the site, and was called back same day to make the appointment online, and call was ended. Attempted call back, but they were closed. Made the same attempts for retrieval 12/22 and 12/23, but was given the same instruction to go online. Now it is a holiday weekend, and i am being unfairly charged each day my vehicle sits in storage, without resolution in site. Everything is paid on my end including the retrieval fee, ***************, and police report. The lack of assistance in returning my vehicle is becoming a financial hardship, as I work a full time job, and this is my only mode of transportation. Please review and advise.

  Business Response

  Date: 01/19/2023

  United's website is for scheduling appointments for redemptions of units picked up directly by United. This is why the first search on our website did not populate anything. For appointments with third party vendors, customers have to schedule an appointment in accordance to each vendor's scheduling instructions. United received a release for this unit on 12/22, and it was processed to the account and instructions for scheduling with the vendor was provided. From there, the customer is able to schedule the next available appointment with the vendor. I show the customer picked up the unit on 12/30/22.

• Initial Complaint

  Date:12/23/2022

  Type:Product 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 by this company on 12/18. My finance company submitted the release to UAR on 12/23. No one answers the phone and the website says that my vehicle cannot located. They are trying to unethically profit off of storage fees. Once the release has been received, release the property!

  Business Response

  Date: 01/16/2023

  In researching this, I show that UAR received the release 12/23/22 and processed to the account the same day. Our website for online scheduling is only for units that are picked up directly by UAR, so it does not locate units that are picked up by third party vendors. I show that the unit and the personal property was picked up at the local agent's lot the same day, 12/23/22.

• Initial Complaint

  Date:12/19/2022

  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.

  My Chylser 200 2013 Vin:***************** Was Repossessed Dec 15 2022 at around 9:00 pm it's Now 12-19-2022 They yet to info me where my car is located to receive personal belongings they tried to scam me out of 25$ to get my things. I have my newborn sons milk in that car my child's ******* in that car my wifes wallet and they will not tell me where the car is located. Then said I would have to pay even though I dont know where my car is

  Business Response

  Date: 01/16/2023

  Unit was recovered after business hours on Thursday, December 15. Customer called Friday, December 16 to redeem personal property, and it was communicated to customer that we were processing the unit, as it was just picked up the night before. It can take between ***** hours to process a unit after recovery because we have requirements to inventory property, take photos, and remove/store personal property. We also advised of fees that were owed. We do not provide the storage lot's location until an appointment has been scheduled, as redemptions are appointment only. When the customer called first thing Monday morning December 19th, we advise unit was still processing. By noon on Monday, December 19, the unit was processed and customer was able to schedule an appointment for the next day, Tuesday December 20. Customer redeemed personal property on Tuesday, December 20. 

• Initial Complaint

  Date:12/17/2022

  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.

  My car was recently repossessed and upon attempting to retrieve my items, I was given a small iPad to sign off on (unknowingly signing for my a listed account of my items). When I finally retrieved my items, I was missing several things (about 2/3's of the items in my car/trunk) There are over $3000 worth of electronics, designer cosmetics and perfumes missing from my car along with items from my business. Unfortunately after reading the reviews for this company I am uncertain whether I will receive my items and am fully prepared to go through the legal system. Very uncertain how they were able to lose so many things and I'm grateful to have gotten some of the irreplaceable items back, however all of my things are preferred.

  Business Response

  Date: 01/16/2023

  Customer filed a claim directly with UAR, and we investigated the claim and provided determination directly to the customer.