Complaints

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• Initial Complaint

  Date:12/05/2025

  Type:Billing 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.

  
  Complaint: ********
  
  Thank you for the reply, but I must reiterate that I stand by my position that these charges are excessive and predatory.
  The only services I explicitly agreed to were towing and storage. Additional charges such as the fuel surcharge of $***** for * km, a gate fee of $*****, and an admin fee of $****** for a few phone calls were never disclosed to me at the scene and were not implied or authorized. Had I known the full cost breakdown beforehand, I would have made alternate arrangements.
  It is not sufficient to say, If the customer had asked, we would have told them. That puts the onus unfairly on the consumer during a stressful and unexpected situation, especially following a vehicle fire.
  These fees go well beyond industry standards. Several provinces in ****** have enacted regulations to prevent exactly this kind of fee structure recognizing such charges as unreasonable. *******, for example, requires tow companies to post and disclose all fees before service, and limits or prohibits many of the fees I was charged.

  
  Moreover:
  $***** fuel surcharge for * km is entirely unjustified especially considering fuel prices have recently dropped, and Albertas carbon tax was paused just days earlier.
  Gate fees and admin charges were not agreed upon and were only discovered at the time of payment when my only option was to pay or continue to incur daily storage fees.
  This creates a coercive situation where the consumer must pay inflated, unexpected charges to retrieve their vehicle, with no meaningful opportunity to dispute them beforehand. Thats the very definition of predatory billing.
  I paid under protest because delay would only have increased the cost further. The refund you issued was appreciated, but it did not address the core issue: undisclosed, excessive fees beyond towing and storage, which were never reasonably implied or consented to.

  Sincerely,
  
  ****** *****

  p.These fee had to be paid in order to have your vehicle released, and if you choose to disputing your bill before release, would end up with additional storage fees for everyday waiting for response.This is predatory tow fees.Invoice date: Apr.*******

  Business Response

  Date: 12/05/2025

  Mr. ***** had previously corresponded with our Office Manager, ****** Fairs, and that your initial concerns were addressed at that time, as detailed in the attached email attached "******.pdf". Following that communication, I responded to your subsequent inquiries and issued a partial refund due to an error in the charges attached email "Oil Country Towing Mail - Invoice #******-1 from Oil Country Towing"
  
  We acknowledge Mr. ******* continued dissatisfaction with the rates applied. As previously conveyed, the fees you were charged are consistent with the agreed-upon rates established by all towing firms participating in the ***** **** tow rotation, and we are unable to offer further discounts or refunds.
  
  Regarding Mr. ******* recent concern about the tow fee, we would like to clarify the process that occurred at the incident scene. Our operator inquired about Mr. ******* insurance coverage and his preferred destination for the vehicle, either his residence or our private impound lot in *****. Mr. ****** indicated his intention to proceed through his own insurance claim and specifically instructed our operator to transport his vehicle to our private ***** impound facility. Had he inquired about our fees at that time, our operator would have provided a full explanation. Therefore, we respectfully disagree that these constitute predatory towing fees, as the information would have been disclosed upon request at the scene of the incident scene.