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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:11/21/2022

      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.
      11-21-2022 I was told to call UAR at specified number. I have been trying to get through or an answer for 5 hours. Literally. This place does not answer. The website they tell you to use online does not work. Says vehicle not found yet the finance company says UAR is who they pay to recover cars but ** of the fees this place charges finance company they put people off for long periods of time.

      Business Response

      Date: 11/25/2022

      With the information provided in the complaint, I cannot locate an account to find specific information related to this account. If the customer still has not spoken with someone regarding the release of her unit, she can call the ****************** at ************ Option 6 or the Consumer ******************** at ************ extension 687.

      The website only works for locating units and scheduling appointments for units that were recovered directly by United. This unit was recovered by a third party agent, therefore, the website will not locate the unit for an appointment to be scheduled online. The customer will need to speak with a representative in the ****************** to get the information for the agent who recovered the unit. 

    • Initial Complaint

      Date:11/08/2022

      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 is a repo company. I went an picked my vehicle up. They went thru my truck an stole cash an gold dollar coins. They threw in the floor board what they wanted to stay. They put in a plastic bag, I assume the stuff they had for me. They put in there pockets the stuff they wanted. I do not understand why they would even go in the vehicle. I need my cash an my gold coins returned. It was roughly $78 bucks counting gold coins an other change.

      Business Response

      Date: 11/10/2022

      Customer filed a claim with lienholder and that was forwarded to United for investigation. We are currently awaiting a response from the customer to an email that was sent to her on 11/8. Once we have that, we will review the claim and provide our resolution to the lienholder and customer. 

    • Initial Complaint

      Date:11/08/2022

      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.
      Car repossessed 10/24/22 made arrangements to pay amount owed plus fees 10/24 was given 10days to honor arrangement. Was advised by finance company that a hold was placed for vehicle until the 11/06/22. Made payments with finance company morning of 11/04/22 advised that release would be sent to UAR and to wait a few hours to call and make arrangements for pick up. Called UAR the afternoon was advised that car was sent for auction that morning and would need to start the process to bring back. Its 11/08 I STILL DO NOT HAVE A CAR. When I called UAR same day 11/04/22 asked why car was sent for auction the very rude woman, did not apologize just blurted out "THAT'S BETWEEN YOU AND YOUR FINANCE COMPANY". Made an appointment to retrieve my items (ALMOST AN ENTIRE WEEK LATER). Spoke with finance company AGAIN they blame UAR and UAR blames **************** My next complaint filed will be with ********* ***************** which has advised me to file a complaint with UAR (why would I....AS I AM "YOUR" CONSUMER) WHY WOULD THEY TREAT ME ANY DIFFERENT THAN YOU WOULD. IT DOESNT MATTER IF I AM DISPLEASED WITH CUSTOMER SERVICE OR THE ONGOING INCONVENIENCE OF NOT HAVE A VEHICLE WHEN YOU (SANTANDAR) WILL CONTINUE TO DO BUSINESS WITH THEM REGARDLESS OF HOW THEY HANDLE YOUR (SANTANDAR) CUSTOMERS!!! I was advised by ********* ************ today that a release has been sent to wherever my car was sent for auction and to wait **** more days to just get info on when it will be transported back and to where, so I guess at that point whenever it finally gets to that point I would have to await another release AND THEN SET YET ANOTHER APPOINTMENT FOR THE RELEASE OF MY CAR.

      Business Response

      Date: 11/10/2022

      I am reaching out to customer directly to get information to look into the matter. 

    • Initial Complaint

      Date:10/31/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 around the 10/9/2022. After finally getting the financial part taken care of, I was expecting to receive my vehicle around 10/31/2022. I have been going around in circles with the vendor and this company because no one wants to give a clear answer. I've been told my car is in the process of returning, they need the release documents which have been sent. I have made multiple attempts to call and have only gotten the option of holding for over 45 minutes each time i call and the option of receiving a call back. It has been 4 days and my property has not been returned as of yet. I have even stated i can retrieve my vehicle myself. I just want clear answers and my property back without having to wait over an hour for a simple answer. This is a poor way to handle business related matters.

      Business Response

      Date: 11/15/2022

      In response to this complaint, I have reviewed all calls with United associates. The unit was recovered on 10/11. Customer called ********************** on **/12 and the first representative transferred the call to our ******************* The ****************** provided agent's name and number to call and schedule an appointment to pick up personal property. Customer called back later that same day and advised the United representative that no one was answering the phone at the agent's lot. The representative confirmed the phone number was good and provided the website where she could schedule an appointment. The customer advised she had scheduled, but hadn't received confirmation. United representative let her know to give us a call first thing in the morning before her appointment, if she didn't get confirmation by the end of the day. Customer redeemed personal property on 10/13.

      On 10/28, 10/31 and 11/2, the customer spoke with ********************** representatives on all three dates to see if the unit had returned to the agent's lot. The representatives let the customer know to contact her finance company regarding the **** On 10/31, United confirmed we had received a vehicle release. Looking at the account, the unit returned to the agent's lot on 11/9 and the customer redeemed the unit on 11/10. In all phone calls reviewed, United representatives assisted the customer and provided all information they had at the time of the calls.  

      Customer Answer

      Date: 11/15/2022

       
      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:10/29/2022

      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.
      My vehicle was towed by uar and after completing my payments with my lender, I attempted to contact uar at 12:20pm central standard time but no one answered. I made multiple attempts to hold on the line throughout the day, and requested multiple call backs. My last phone call was at 3:00pm central standard time and the rude unprofessional lady hung up on me again and again. I received a call back, however I still did not get anywhere with the company. Im sure they will now try to charge my lender for storage fees on my vehicle and will take legal action if the do because I had all my money paid up on 10/27/2022 and I was at my appointment. They could have gave me my car because all the documents were sent to them while I was at my appointment. I have contacted my cell phone provider to inquire about receiving official phone records as evidence for my attempts at recovering my vehicle. I have also tried to schedule a pick up but the site says I already have a scheduled appointment dated for 10/31/2022 making my fees more money when I could have gotten it on 10/27/2022 when I was at the towing company already.

    • Initial Complaint

      Date:10/15/2022

      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 totally get it everyone has a job they have to do. However at least be more respectful and at least give people the common courtesy of a reach-around. I've called your company multiple times to retrieve my vehicle. Always going to voicemail, always on your website the car is not in the system and we do not have the paperwork. Yet fees are there and in your system. I'm going to report you to the better Business bureau. ******# *************************** 2016 Kia ********

      Business Response

      Date: 10/31/2022

      In reviewing this complaint, I pulled call recordings with United and spoke with the agent's lot. The customer called ********************** 9/**, 10/7, and 10/14, each time speaking to a representative, only wanting to confirm the location of the unit. United uploaded the release paperwork from the finance company around 2 PM on 10/14, so 4 PM EST. The storage location where the unit was located closes at 4 PM. The customer was able to redeem the unit and personal property on the next business day, Monday, 10/17.

    • Initial Complaint

      Date:10/14/2022

      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.
      Car got repossessed on 10/10/22. We paid the car off at the bank on 10/13/22 in the morning. We have been calling and calling the repo for two days now without an answer or a call back. When we use the online portal to look up car, it says they dont have it. When we can the loan bank back they say everything is good to get car, we just need to get ahold of repo. NO ONE ANSWERS THE ***** OR CALLS BACK AND ONLINE SAYS THEY DONT HAVE THAT CAR VIN AT ANY LOCATIONS. So, where is our car?! How do we get it back when we cant get ahold of anyone? Im sure we are being charged for each day that they are keeping the car. We have absolutely no clue where the car is at this point or how we are supposed to get it back!!!

      Business Response

      Date: 10/19/2022

      Customer's unit was recovered 10/11. A release from the finance company was received and processed on 10/14, and the customer was able to pick up unit on 10/15.

    • Initial Complaint

      Date:10/10/2022

      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.
      August 11th 12:57PM Received incoming call from ****** regarding late payment and repo status. immediately deposited cash and paid the bill with my debit card which they sent the confirmation email the next day. I was told that this would keep the vehicle from being taken and was guaranteed as such.7-8pm vehicle was taken from my residence (My wife had been in it all day and had arrived home at 7pm and I arrived home at 8pm to find the car gone. Nobody answered at ******.August 12th 8:50 am I called ****** who informed me there was nothing they could do for me as the car was not in their system as repossessed and I needed to contact United Auto Recovery to confirm they have it and it was not stolen. I called them repeatedly was told it needed to be in their system to do anything. I was told I had to contact ****** again. Finally at the end of the day there were no answers and it was the weekend.For two weeks following, I called every day 4x a day and was told to wait for my VIN to update in the system in order to release. Called ****** every day as well and they tried to get it released for me but were met with the same issues. I owed nothing to ****** and UAR just held onto my car never updating their system. Finally, at two weeks, I went to the police station and an officer made me call UAR and tell them I was at the station about to file a report. That's when the lady rudely put me on hold. A supercede on and said I had to pay $230 for 2 weeks of vehicle storage as I had not picked it up yet. I said I'd pay for 2 days because the rest of the time was their system forcing me to wait. She said if I didn't pay my car would sit there until I paid or they auctioned my car off. I paid the money then and she said I'd have to make an appointment to pick up my car, but it would probably be the next Monday. I said no way as they had screwed me out of 2 weeks already. She conceded. I got to their lot and my car had been damaged and things missing.

      Business Response

      Date: 10/19/2022

      Good evening, 

      Our Consumer ******************** will be following up with the customer directly to investigate this matter. 

      Thanks, 

    • Initial Complaint

      Date:09/14/2022

      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 towed by uar and after completing my payments with my lender, I attempted to contact uar at 10am et but no one answered. I made multiple attempts to hold on the line throughout the day, and requested multiple call backs. At 6:10pm et, I received a call back, however the caller immediately hung up. Im sure they will now try to charge my lender for storage fees on my vehicle and will take legal action if the do. I have contacted my cell phone provider to inquire about receiving official phone records as evidence for my attempts at recovering my vehicle. I have also tried to schedule a pick up but the site says to call and that the vin is not in their system.

      Business Response

      Date: 09/29/2022

      Hi, 

      Please see below for response to Complaint ID mentioned above:

      Customer's unit was recovered on 9/14. Customer redeemed the unit the next day on 9/15. Customer was charged no fees. 

      Thanks, 

      --

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

      Compliance and Risk

      tel ***************

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




    • Initial Complaint

      Date:09/08/2022

      Type:Order 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, despite having a double payment scheduled which is an error on behalf of the loan company, on 9/8/22 early afternoon. I contacted the loan company, paid the full amount immediately and contacted United Auto Recovery as directed and left my phone number as this is the only option. I went to the website as directed to schedule to pick up my vehicle and there is no appointment available until 9/13 and absolutely no one will speak to me or work with me despite having paid the recovery fees and past due fees. It seems unlawful that they can continue to withhold my property from me at this point, in addition to poor business practices.

      Business Response

      Date: 10/04/2022

      In regard to the complaint mentioned above, please see response below:

      Unit was picked up Thursday, 9/8 and the customer called the same day. ********************** representative advised her we need a release from the client in order to process the release. A couple of hours after the call with the customer, ********************** received the release and posted it to the account. That same day an email was sent, confirming an appointment for the first available one at the location on Tuesday, 9/13. Customer called and spoke to a representative on Friday, 9/9 and asked if she could be accommodated to get the vehicle that day. The representative advised her that the location could not accommodate an appointment that day, as the schedule was already booked. I show the customer picked up the unit and personal property on Tuesday, 9/13.

      Thanks, 

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

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