ComplaintsforInternational Recovery Systems

• Initial Complaint

  07/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid to obtain my vehicle from the chester lot location, but my appointments at this location are being canceled. I have photo evidence that my VIN was written incorrectly on my vehicle and I understand this was likely a mistake but I have not heard from or been aloud to obtain my vehicle or set up an appointment because of this error. My vehicle is holding $750 worth of equipment I have photo proof of.

  Business response

  07/27/2023

  I am not sure what this complaint is about, we note that the vehicle was repossessed on 7/20 and then released to the debtor on 7/24.  I am receiving the complaint on 7/27 three days after the vehicle was back in the customers possession.  
  
  Please provide more detail for me to investigate further if this complaint isn't already resolved.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our vehicle was picked up in the morning Monday the 10th. I paid ***** ***** the same day and scheduled to pick my vehicle up the very next day. Upon pick up I signed 2 papers, 1 saying I had my own keys and 1 saying there is a $0 balance. They pulled my car around and when doing an inspection and getting in the vehicle I noticed the check engine light was on a long with service transmission. These were not on before. I immediately went up to the door (the lady did not let me in but spoke to me on the speaker) I explained these lights and concern and she told me to call ***** ***** and file a complaint. (all of this is on video) I immediately called ***** from their driveway, while still on the phone with **, my car wouldn't shut off, go into gear or move. It fully seized up. Today ** called and said that IRS never knew there was an issue and said they flat bedded our truck. ** denied the case and is closing it. 1-My car was just in the shop for it's oil change and my mechanic can prove nothing was wrong with the car. 2-the repo is on recording, it was not flat bedded. It was pulled from the back wheels. (we have a camera outside along with 3 neighbors videos and an eye witness) 3-i told IRS before leaving their lot that something was wrong. Even though they deny this, I have it on camera. 4-they have not responded to our lawyers emails or calls. 5-i received an email with 12 pages that I "signed" when I never signed any of them but the first two. I immediately inspected my vehicle as soon as it pulled up and alerted them of the problem not 2 minutes after I walked out of the building. All we are asking is that our transmission is fixed and our vehicle is returned to working order. At this point it's in our driveway, not able to run. We are not able to move it or even go to work.

  Business response

  07/20/2023

  We are aware of the complaint entered by ** ***** and we have investigated the incident as explained in the original complaint.  It is our position that we cannot attest to the condition of the vehicle prior to repossession and that the vehicle was towed with a wrecker and flatbed back to our facility and condition report was completed as standard practice.  

  I understand that the customer may disagree with our position however she has recourse to file a claim with her insurance carrier that would review her claim and repair the vehicle and attempt subrogation to us if deemed warranted.  

  We have nothing further to report

  Customer response

  07/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  They knew what they did. We have full proof of our vehicle running the night before pick up and watched the video of our car swinging back and forth down the street.  The driver even got out and looked at the truck because you could HEAR it.  This company is known to mess up people's vehicles. The lies told on the end of IRS is unreal....It's sickening. This isn't the end though, I promise y'all that! 
  Regards,
  
  ******* *****  
  

  Business response

  07/21/2023

  I understand the answer being rejected, we have not been provided any documentation or evidence quoted by the customer in her response.  Again, the customer has recourse with her insurance company where she can go through the subrogation process.  

  We have answered this compliant timely and in full, we consider the matter closed unless new information is presented.  

   

  Customer response

  07/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have video of their wrecker dragging our vehicle and our tires turning sideways. This company has yet to even reach out to us to see videos or make things right. They lied multiple times to our lender and will not even respond to our lawyer. We will continue legal action. 
  
  Regards,
  
  ******* *****  
  

  Customer response

  07/28/2023

  We have videos outside our home that stretch down the whole entire street and follow movement. There's not a flat bed in site. But what there IS, is the gentleman driving, getting out and connecting the chains to tow the rest of the way. 

  Here's a screenshot from the video, our wheels even turn completely sideways. 

  The full video is about 3 minutes long. Had the business reached out, we would have showed them. But since they continue to lie and backpedal as they have in previous complaints, we will just continue with going to court. 

  Business response

  08/13/2023

  We have responded to this complaint for the third time and our position has not changed.  Unless new information is provided or an additional complaint is filed we have no choice but to consider this matter closed.  The customer has recourse should she not be satisfied with our response but we will not be replying further.  

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I picked up my ***** ******** on Thursday April 27th after it was repossessed on Wednesday April 26th I noticed their was damage on the passenger front of it that was Not there before .

  Business response

  05/05/2023

  We will contact the debtor and request 2 damage estimates.

  Thank you.

  ***********************
  Claims & Complaint Coordinator
  International Recovery Systems
  Office: ************ *******************  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has no way of contacting anyone over the phone. When you call the customer service number, which is the only number on record to make contact, there is no way to speak with a representative at all. all you get when you call is an automated system explaining that you have to do everything online. so even if there is an issue (which could be urgent) You have to email them and wait god knows how long before someone gets back to you. Sad. especially knowing they deal in mainly urgent matters

  Customer response

  04/21/2023

  in order to resolve the issue the company would need someone to actually answer the phone, or stop providing a contact phone number to customers altogether 

  Business response

  05/01/2023

  Like many businesses in this day and age we have adopted an automated system to handle incoming correspondence from customers to allow for them to ask and handle general questions.  One the phone prompt that was referenced in the complaint we provide instructions to book and handle appointments on line at www.irsrepo.com.  Further on that system there is a "chat" feature provided that the customer can ask any specific question they need or request us to call them directly which we are happy to do. 

  Also if they should so choose they can email redemptions@irsrepo.com for further assistance.  

  Thank you.

  Customer response

  05/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because the system in place referencing the automated system does NOT allow the consumer to make contact with a human being in any way other than by email, and email takes multiple days to obtain a response in my experience. 
  
  Regards,
  
  *****************************
  

  Business response

  05/08/2023

  I understand that the consumer has rejected our answer but we disagree with her assessment.  It does not take multiple days to answer an email and in fact our employees are trained to respond to these emails quickly.  
  
  We handle as much as we can in writing to not only protect our company but the bank's customer as well.  Seeing as we are a repossession company our customers are the banks we repossess from and we try to document everything we can for legal protection for all parties.  For the vast majority of our interactions with the folks we repo from our process is not an issue.  
  
  We consider this complaint answered and nothing further for us to comment on.  
  
  Thanks

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IRS recovery service out of Pittsburgh pa repod my vehicle end of September on a Wednesday. I recover my vehicle two days later Friday afternoon. Upon entering the facility I was informed to wait outside until called by cell phone to enter. As a **** American and political views and signs posted I knew I needed to get in and get out. To be honest I believe business should not poster polical views but that's a different complaint before going in I was warned by another lady to check my vehicle cause her car was damaged (MECHANICAL) the call comes I enter and very nice lady behind glass welcomed me. She had me sign my name on a **** I requested to see vehicle but she just sign here first and they will pull it around. I walked down the side of the building where I see my truck approaching the girl stops at the fence and jumps out and asked did I have anything wrong with my vehicle the answer was ABS light on that's all she then says well your car wont start hmmmm interesting how did you get it to the fence she then says it won't stop!! I just purchased the truck in march 22 did not have a SINGLE issue . She began to be loud and rude. A gentleman approached asking whats wrong after explaining my truck is damaged the car does not go into park. The only way I can start my truck is put into neutral then start it. I tried calling my finance company since the law states When a car is repossessed by a lender, liability for the car and damages made to it transfers to the lender as well. So, if a repossession company damages the car in the course of repossessing it, then the company is legally responsible for the damages. This is because it is acting as a proxy of the lender. While the lender may absorb the costs of the damage, it will likely pass them on to the repossession company. well my finance company wiggle there way out but still call me for payment reminders. I took my car to a master machining who seen the issue $5000 worth he asked has my car BEEN TOWED!!!

  Business response

  12/28/2022

  I am attempting to locate the record of this vehicle being towed by us.  I have no recored of a customer by the name of ************************* in our system having been towed from our Pittsburgh location.  Is it possible it is under a different name?  Is there a vin# that would help us identify this vehicle?

  Secondly, if this happened in September why is the complaint just being issued now the last week of December?  4 months have passed that becomes harder for us to review any potential video or obtain employee statements relative to the complaint.  The customer has the overall responsiblity to file a "timely" complaint so the matter can be investigated and resolved to the best of our ability.  
  
  I will refrain from further comment until we can properly identify if this vehicle was in fact towed by IRS.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was reposed on Wednesday 14 December, my radio console is damaged, and my radiator needs replaced. Everything about the car was fine before the repossession.

  Business response

  12/20/2022

  Good afternoon,

  This vehicle was repossessed by us on 12/13/2022 and redeemed by the customer on 12/19/2022.  Upon repossession the vehicle was brought to our facility and a full picture report and condition report was performed as per industry standard practice.  The documentation was then forwarded to the lender.  

  On 12/19/2022 the customer scheduled an appointment to redeem the vehicle and once he arrived, he inspected his vehicle and signed releases confirming the vehicle was in the same condition as when recovered.  That documentation has also been forwarded to the lender directly.  No complaint was logged at the time of inspection nor noted on the signed documents that included a copy of the same condition report that was completed at time of repossession.  
  
  After brief investigation there is no evidence in the photos or condition report to substantiate the customers claim. However, if the customer can obtain an estimate of alleged damages we will be happy to review further. 

  Thank you

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to pick up my car from IRS. Immediately upon opening door I noticed they'd been through my arm rest and my globe compartment was open. I keep my car immaculate so could see hand prints all over every compartment of my car inc my prescription sunglasses. They had also accesses some manual lever in my arm rest saying they needed it to put car in neutral. The worse thing h is as soon as I looked at dash service transmission light was on. NOTHING was wrong with my transmission prior to them towing my car as I just had it serviced at ****. I called **** Dealership from there and they said if they tried to tow and did not use a flatbed they damaged my transmission. They claims they only use flat bed tricks BUT lottery while I was standing there we watched two regular tow trucks drive out of THEIR lot. The **** dealership said they'd sign something stating that my car had no transmission issues 3 days before it was towed. They gave me a photo copied sheet to file a written complaint with no phone number or anything staying I had to submit complaint to corporate office with a police report. Absolutely horrible what they have done to my car. They simply did not care or were not willing to take any responsibility. Plus they straight out lied saying they only used flat beds. This time they did it to the wrong person. It is now my personal mission to make this known. I will be contacting thier corporate office, my political contacts, my contacts at the 2 Philly news stations to make it public record what this company is doing. If I do not revive remedy for the damage they have done to my transmission I will indeed be contacting my lawyers. I will upload picture and rec once I take my car to dealership since I now need to have my transmission repaired.

  Business response

  05/09/2022

  Vehicle was a repossession from the customers home on 4/27.  Vehicle was recovered and brought to our facility and a complete condition report was obtained on the visible condition of the vehicle.  We are unable to perform mechanical condition reports as that is not in our scope of business.  The vehicle was towed initially with a wrecker and dollied which lifts all four wheels off the ground, then met a flatbed where it was towed the rest of the way which is the standard procedure for 4x4 and All wheel drive vehicles.  
  
  The customer was provided written instructions on how to file a formal complaint of damage which includes an estimate from qualified mechanic listing specific damages.  To date we have not been supplied this information there for there is no way for us to investigate further at this time.  

  Also as this was a repossession we did not have key access to this vehicle which would have not allowed us access to the inside.  Please provide further detail before we can comment further.

*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. ↩