Desert Auto Recovery INC

Good morning, In your line of work, I don’t imagine you hear many kind words, so I just want to take a moment to extend some gratitude. Having your vehicle repossessed is never easy, and it was definitely a huge blow after months of struggling all around. However, from the driver that picked it up, all the way through the guys working at the yard this morning, I was met with kindness and professionalism. The driver was very compassionate and reassuring. I have been living out of a hotel trying to get back on my feet, so I had A LOT of stuff in my car. The guys at the yard this morning could have just let me try to lug it all out, but extended the courtesy of allowing me to drive back and load it up at the vehicle. As someone who works in management, I fully believe that employees are a direct reflection of their leadership, so I want to say thank you to the guys I dealt with face to face, all the way up to their leadership team, for making a very difficult time as painless as possible.

I’m going to start of by saying obviously no one looks forward to having a car repo’d or any financial problems , and hope to work with empathetic individuals to resolve it and when I say that the employees at this company are the complete opposite… I had my car repo’d first problem I spoke with a young woman who I believe I’ve spoke with during this whole process and has the worse customer service I’ve ever come across, someone who answers phone with attitude every time is someone who doesn’t need to be in the customer service industry. I spoke with her about my incident and how one of their tow people gave me false information which my financial company let me know they are NOT allowed to do and gave me the number to call.. I call let her know everything that’s happened and the false information I was given and that I would like to speak with management. She told me he wouldn’t be in until 10:30-11am so I called back around then and she kept giving me the run around so I left my number with her and ask to have him call me… yea that never happens. I call the next day to see if my letter has come in for release and to see what happened with the manager she said “yeah it’s not here so” and also said the manager once again wasn’t there, not sure what kind of manager they have that’s never at their business.. hmm.. anyways I set up my appt for 9AM Friday I get there at 9 on the dot and call the young woman and she told me to call the number on the back of this gate in a very sketchy alley, I call the guy says “I’ll be there in a minute” fast forward 15 minutes later… he comes out and if you think his customer service is better than the young woman’s you’re wrong… it’s worse. He has a ski mask one ? First red flag second I was told by the young lady in the office that if I give my keys to the gentleman he will be able to obtain my ID out of my center console , I tell him this he’s like “no” I said “well sir my id/DL is literally in my car and I was told to do this” like obviously I’m not going to make that up, so I told him I’ll call the young lady I spoke with during this process he said “yeah do that” like excuse me? How disrespectful of you… so I call and I’m not yelling but I am elevated and I said “im not sure whom I spoke with earlier this week but I was told I can retrieve my id if I give the keys” she proceeds to tell me “well stop yelling I’ll try and call him” like where is this company’s customer service experience ? You can tell this must be a family owned business because they lack so much empathy and customer service experience, and general communication. Then I find a photo of my ID I start walking to the gate he closes the door on me.. so it’s now 9:28 setting an appt ment absolutely nothing because they do everything on THEIR time . I finally got my car but I was just blown by how unprofessional and rude the employees of this business were you would think it was their car that got towed.