Report: #401121

Complaint Review: GMAC, Manheim's Southern California Auto Auction, Russ Norrish, Southern California Auto Auction

  • Submitted: Sat, December 13, 2008
  • Updated: Sat, December 13, 2008
  • Reported By: Garden Grove California
  • GMAC, Manheim's Southern California Auto Auction, Russ Norrish, Southern California Auto Auction
    10700 Beech Ave., Fontana, California

GMAC, Manheim's Southern California Auto Auction, Russ Norrish, Southern California Auto Auction Refusal/delay in returning repo car after all required pmts made Fontana California

Show customers why they should trust your business over your competitors...

Due to a temporary but huge decrease in my income, I got behind with GMAC on car pmts and called to make arrangements. They outlined an acceptable arrangement and said they would get back to me in a few days to confirm.

Within a couple days my car was taken from my driveway at 2:30am, even though I told them satisfactory pmt arrangements had been made. I was able to retrieve me personal belongings then due to the kindness of the tow-truck drivers.

The fees and costs mounted, I sent back the letter giving me 10 additional days until 12/15/08 to redeem the car before it was to be auctioned, and finally I had enough money, now nearly $3300, to pay all costs required to get my car back.

The money was wired to GMAC on Friday 12/12/08 at 11:15am, and upon their acknowledging receipt, they had me on the phone while they "released" my vehicle by notifying by fax Manheim Auto Auction aka Southern California Auto Auction, general manager: Russ Norrish. I had been told by GMAC that after paying and getting the release, I'd have to make an appt to retrieve my car, and that process would take about 30 minutes. I called the place that had my car at least 6 times and was placed on hold or hung up on repeatedly and continuously for over 2 hours, from 1:30pm until 4:15pm, when my phone battery went dead. Expecting to be able to retrieve my car 30 minutes after payment, I had hired a taxi driver to take me there, which cost me $40. I never did get my car, nor did anybody give me an "appointment" to GET my car.

What I found out: although their 'recorded mssg' says they are open until 3pm Fridays, when I reached a real person, she said they were open until 4pm. I was repeatedly transferred to "hold", where nobody answered the phone for 20 to 40 minutes each time, until they disconnected me. I was told that only 1 person who actually did the "appointments" and released the cars was "Not taking any calls" (this was at 2:15pm). Meanwhile, I'm en route to the location. Then they tell me they did not receive notice of "release", but if I would make sure that was done, the girl on the phone would see to it that I could get my car that day. I had to call GMAC & be on hold again, where they eventually told me they had faxed the release 2 hours previously, and had a confirmation record that it had gone through, but they would fax it again. More time wasted. Again I called Southern California Auto Auction, repeatedly being put into their automatic answerer until a person picked up the phone. At first when I thought this was a normal business, I had left my name, phone, and VIN# as requested in expectation of a returned call, but I found as the day got more frustrating and infuriating, that they had no intention of acting like a responsible business, and their business culture apparently takes some satisfaction or glee in making repo owners as miserable, frustrated and desperate as possible; sickos. I hope each & every one of them has some miserable bad luck so they can see how it is to be on the receiving end of this kind of treatment.

In the end, at 2:50pm, after re-sending the release and being informed that they would be open until 4pm, I was told that the only one guy who released cars would not make an appt with me because they claimed they hadn't received any release, said he was not taking any more calls for the day, and under no circumstances whatsoever would I be able to retrieve my car that day. And furthermore, since they claimed they had not received the release (I'm sure they never looked for it), they would not even make an appt for Monday, since they are closed all weekend. This is my work car. I have no other dependable transportation. This is costing me a lot of money because I cannot meet with customers nor do any work because I cannot dependably get to their locations.

I think this company policy is, for some twisted reason, to make it as onerous and difficult as possible for people who already are struggling in this very difficult economy. They seem to enjoy doling out misery, refusing to return property which has been financially redeemed, refusing to accept phone calls, refusing to make an "appointment" to physically return the car, putting people on hold for hours, hanging up on people, promising to call back and not doing so, claiming releases are not there when they most assuredly are. Besides being extremely un-business-like, this is sadistic and unconscionable behavior. Clearly they enjoy the vindictive control of keeping people's cars so that people can't earn a living, while at the same time being paid while inflicting additional financial and emotional pain on people who have complied with GMAC's requirements. I sincerely hope that everybody there will themselves fall on hard times and face irrational, punitive, judgmental, abrasive, unreasonable, rude, dismissive and ignorant people who will damage their livelihoods and make their lives miserable.

So far, I haven't gotten my car back; all GMAC and other fees have been paid. I wouldn't be surprised if they messed up my car, as others have commented on. Is there no consumer protection against these monsters? Are there no rules? There should be. I would happily join in any suit to make them accountable for the emotional and financial damage they are routinely doing to the consumer.

Garden Grove, California

Click here to read other Rip Off Reports on GMAC Financing
Is this Ripoff Report About you?
Ripoff Report A business' first line of defense on the Internet.
If your business is willing to make a commitment to customer satisfaction Click here now..

Does your business have a bad reputation? Fix it the right way. Corporate Advocacy Program™

Set the record straight: Arbitration Program

SEO Reputation Management at its best!

This report was posted on Ripoff Report on 12/13/2008 07:57 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

Search for additional reports

If you would like to see more Rip-off Reports on this company/individual, search here:

Report & Rebuttal
Respond to this report!
Also a victim?
Repair Your Reputation!
Ripoff Report Recommends
ZipBooks Accounting Software

Advertisers above have met our
strict standards for business conduct.