Consumer complaint received 2024-04-10 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Repossession — Damage caused or loss of personal items in vehicle during the actual repossession
Company: Global Lending Services LLC
State: FL

Complaint narrative:
- XXXX is inoperable and damage upon redemption XX/XX/XXXX I, XXXX XXXX, confirm that the following in true as it pertains to the sequence of events and damage to my XXXX XXXX XXXX while it was under possession by the recovery team and in transit to the auction facility in XXXX, FL. 

Sequence of Events : On XX/XX/XXXX I was called by a gentlemen identifying himself as the owner of XXXX Florida asset recovery in XXXX, Fl. He advised me that he has a repossession order for my XXXX mustang and will be coming to recovery it later today. I arranged to meet him in the parking lot to retrieve my tag and give him the keys to the vehicle. I also reminded him it was a low driving performance car that will need to be put on a flatbed to avoid damage if being dragged. He agreed. 
On XX/XX/XXXX After reaching out to XXXX Florida asset recovery multiple times about the no show on XX/XX/XXXX. I received a text from ( XXXX ) XXXX advising they are making contact on behalf of Global lending and wanted to arrange a time to pick up the mustang. After talking for a few minutes, she finally identified herself as the husband and co-owner of XXXX Florida XXXX recovery. But advised me that she was sorry it was taking so long and would send a unit over in next hour. Again, advised her that it would need to be a flat bed. I wanted all day at home, and no one contacted or came to get the vehicle. 
The XXXX was picked up by an older gentleman and in a tow truck on XX/XX/XXXX. He advised that he is a subcontractor and friend of the owner of XXXX Florida XXXX recovery. He helped me take the tag off, loaded the mustang on the flat bed and I provided both keys and he drove off. He also advised that he usually takes the cars to auction not recover them. 
On XX/XX/XXXX, I started the process of redeeming the vehicle and spoke with global lending who advised me that the car had not been to auction yet and advised me to call XXXX XXXX to confirm the whereabout of my vehicle and to start the process. 
XX/XX/XXXX, call XXXX XXXX. Provided last XXXX of vin #. Confirmed that vehicle is not received. Called XXXX XXXX XXXX XXXX department. Confirmed vehicle is listed as in transit. 
XX/XX/XXXX, called XXXX XXXX. Confirmed vehicle still not received. 
XX/XX/XXXX, called XXXX XXXX. Confirmed vehicle in inventory. Set appointment for Friday to pick up vehicle. Was unable to get to XXXX on Friday. Rescheduled for Wednesday, XXXX XXXX XX/XX/XXXX, upon walking up to the cashiers cage the mustang was sitting up against the front fence to the left side of the cashiers building. Upon walking up I and the co-owner of the vehicle noticed mud caked up under the wheel wells and splashed up to the door on both sides of the mustang. 
I retained possession of my XXXX XXXX XXXX from XXXX XXXX on XX/XX/XXXX. After driving the car out the front gates as instructed by XXXX staff. I inspected the car. Upon inspection was the mud caked up underneath, in the tire wells and splashed up on both sides of the mustang doors. XXXX was trash thrown in the floorboard from greasy gloves and other trash. We also noticed that the gas milage was a little low. Upon repossession there was approximately XXXX miles left on the tank of gas. Upon redemption there was XXXX miles left of the gas tank. We took the car a mile down to the gas station to inspect, take picture and videos which have been provided and put gas in the car. We also took it through a car wash and upon inspection noticed that pain job on the driver side had been damaged after being just being redone in XX/XX/XXXX following a XXXX fiesta being pushed into the driver side back quarter panel. That order has been provided as well. While driving the car back to XXXX XXXX, Fl we noticed the car not acting right. I was hesitating, there was a knocking noise that wasnt there before, and the exhaust was sputtering. On XX/XX/XXXX I took the car to XXXX automotive where mechanic, XXXX XXXX, agreed to look over the car. He said he was about XXXX weeks behind on cars but would look at the car and get back to me. On XX/XX/XXXX I called the reinstatement department advising the car had been damaged. They lady that answered transferred me to the claims voicemail where I left a voicemail and never heard back. On XX/XX/XXXX I called global lending again and was advised to email XXXX XXXX in complaints and was provided her email address. I made contact with XXXX on XX/XX/XXXX. On XX/XX/XXXX I had received a call from mechanic, XXXX XXXX, advising me that he was able to get the mustang on the lift and upon inspection was a lot of mud that had to be removed. He also advised that he found a hole in the exhaust system that he was able to patch without further issues. But advised that it didnt fix the knocking noise and would need my permission to remove part of the top of the engine. I agreed. On XX/XX/XXXX I received a call from XXXX XXXX confirming that XXXX of the pistons in the engine was shattered from over revving after driving at high speeds through mud puddle/pit. He stated that the engine will need to be rebuilt and will provide and estimate once the owner returns to sign off on estimate. He also advised that the estimate is only for taking apart and rebuilding and if anything, additional is broken once engine is taken apart the bill/estimate will increase. 

I have provided the videos and the photos upon redemption. I have also provided the estimate from the mechanic. Regular maintenance was maintained on the mustang with the most current inspection being done after the hit and run accident on XX/XX/XXXX which I have provided to you all as well that was completed by XXXX XXXX XXXX XXXX which also had just repainted part of the car that is now all scratched up. 

Please let me know if you need anything additional. 


XXXX XXXX

Company response to consumer: Closed with explanation