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:09/08/2022

  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.

  HORRIBLE COMPANY BEWARE!!!!UAR AND BRIDGECREST is my lender They too have multiple complaints about there business practices. My car was repossessed on 9/1/22 from home.I called found out car was at UAR. Called that day and everyday after several time since the 1st. Everyone I came in contact with is RUDE/INCONSIDERATE/and JUST DONT CARE. Multiple calls with ABSOLUTELY RESOLUTION. Website is FULL OF S*** THE *** CLOSES AT THE MOST RIDICULOUS TIME 2pm. THEY WOULDNT EVEN TELL ME WHERE MY CAR IS. Im a MEDICAL PROFESSIONAL I EXPLAINED OVER AND OVER THST I HAVE PATIENT INFO IN MY BAG WHICH IS IN MY CAR. STILL TO NO AVAIL. NO RETURN CALL NO APPT TO GET MY BAG. Was told I could come get my things on 9/7 but I had to be there by 2:30. MIND YOU IT was 1:30pm,at the time of the call and I was in Pike county 1 1/2 hr away at a minimum from *******. Got a supervisor on the phone RUDE AS HELL!! Transfer me to a voicemail/ call back another supervisor said she would call me in the morning the next day..NOTHING!! Continuously dropped into some unknown voicemail box. Again NO ANSWER!! STILL NO CALL BACK OR RESOLUTION!! **************** needs an overhaul and well a company procedures. This is the e company whos motto is doing business with a human touch during financial trying times. ******** THE HOLD YOUR THINGS HOSTAGE! With no remorse if they cause anymore financial hardships. Unbelievable! Im going to have to my employers RISK MANAGEMENT and their lawyers involved to my work bag back. ABSOLUTELY RIDICULOUS !! DESPICABLE!! They need to be shut down. Here I am 8 days later still can not get my personal items out of my car NOR do I know where the car is.. They need an F RATING FROM THE BBB

  Business Response

  Date: 10/19/2022

  A response to this complaint was provided via email to a BBB Representative on 9/21. Please see below:

  Customer's car was recovered Thursday 9/1. Customer called the same day to get the address of where the vehicle was located. Representative advised we do not provide the address until an appointment is scheduled, as the location only takes scheduled appointments. When the address would not be provided, the customer disconnected the call. 
  
  Later that same day, 9/1, the customer called again, and a representative let her know the next available appointment was Thursday, 9/8. The customer again disconnected the call mid conversation. This is one of our busiest locations, and it was closed on Monday for the Labor Day holiday and as of the call on 9/1, the calendar was already full Friday, 9/2, Tuesday 9/6, and Wednesday 9/7. 
  
  On 9/7, the customer called, and the representative attempted to get her scheduled for that day, 9/7 at 2:30, however, the customer advised she would not be able to make that time. 
  
  Customer ultimately scheduled an appointment on 9/8 to pick up items on 9/9.

   

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 17935208
  
  I am rejecting this response because: It is a lie. I was told the facility was closed on Friday/Saturday and Sunday in general. Monday, yes was a holiday and yes I expected them to be closed.  I was told I could get the items out of  my car on 9/7/2022. I explained to the person on the phone that I am a medical professional and my work bag as well as patient information was in car. They never gave me the information regarding where abouts of the vehicle the day before I was to pick up my items I received a text message stating my appointment was cancelled. I contact this company several times regarding the my items in the car within that 10 day period.  I ve never disconnected and/or hung up on anyone. My call  was hung up on several times. Told a many time a supervisor would call me back NEVER received  that call . Of course they are going to say they did all the could and was helpful. I recommend requesting the recorded calls. Company still deserves an F rating and consumers need to beware.  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/07/2022

  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.

  Car was repossessed from home during the middle of the night on 9/3/22 without notice. Because of Labor Day, we waited until Tuesday, 9/6/22 to contact my lender to begin re-instatement. My priority was to get my personal belongings, so we called and spoke with the bank first thing on Tuesday morning- they provided me with UARs contact and the last 6 digits of *** # so I could locate my vehicle and schedule an appointment to pick up my personal belongings which included my purse, wallet, check-book, debit/credit cards, social-security cards for me and my children, and my gun. On Tuesday morning, 3 days after re-possession, UAR informed me that the *** was not in their system. I reached back out to my bank who told me they did not know why UAR did not have the *** registered because they had the vehicle in their possession. My lender provided me with the location and contact of the local towing agency, so I have been in contact with them, however, they have not been able to release my belongings nor my vehicle to me even after re-in statement fees have been paid and confirmed by ***** Fargo because UAR still has not registered my *** 4 days after repossession. The lender also reached out to UAR today to confirm that payment was made and that the vehicle could be released, also questioning why the *** had not been registered with no response. My possessions including my firearm have been withheld from me for 4 days. No one has been the slightest bit helpful in scheduling an appointment and everyone I have spoken with at UAR aside from the local agency has been extremely rude and distasteful. Of course, theres no place to leave a grievance on UARs website and when you call and press 0 to leave a voicemail, that option is bogus also. From time of repossession, how long does a company have to register a *** so a property owner can schedule a time to recover their belongings?

  Business Response

  Date: 09/19/2022

  Hi, 

  
  We received BBB Complaint mentioned above. I show that the customer redeemed her personal property on 9/8/22. United received release paperwork on 9/7 and the customer was able to schedule with the local agency the next day, 9/8. 

  
  

  Thanks, 

  
  

  --
  

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

  Compliance and Risk

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

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

  
  

  

• Initial Complaint

  Date:09/07/2022

  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 the tow truck driver came to repo my car on August the 25th sometime after 8:30pm he had to drag the car out of my drive way it tore the drive way up I took pictures and email them to unitedrecoving and havent heard from them I took pictures of the driveway on August the 26st

  Business Response

  Date: 09/19/2022

  Good evening, 

  
  

  We received the BBB complaint mentioned above. The customer called ********************** 8/26/22 to file a claim for driveway damage. We followed up the call with an email requesting a statement and photos. The customer emailed this on 8/26/22. ********************** acknowledged receipt of the email the following Monday, 8/29. United reviewed the claim in our weekly Claims Meeting on Thursday 9/1 and our determination was emailed to the customer on Friday, 9/2. This determination was provided on the same email chain where she emailed photos. 

  
  

  Thanks, 

  
  

  --
  

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

  Compliance and Risk

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

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