Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:17/05/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On May *****, 2024, my friend parked his car near **************************, with a "Visitor Parking" sign inside the truck. The parking lot around our building was occupied. My friend ****** in the center line in front of our house. So my friend was unable to notice the sign of what was on the ground. Eventually the truck disappeared and we called the police and filed a report. When I met my neighbor, she noted that it was possible to have the truck towed, as well as her daughter's car, at different times. I discovered that there is an untimed parking sign in the 1520-1528 area. The sign was on the ground! I called QUICK TOWING SERVICE at ********** and they said YES, we have the truck. They told me to wait until ***** and then they would call me. But no one called me. I called them back at *****. I asked where they were located, they hid their address, which should have been on their WEBSITE. I went to the police for help. Only when the police called them did they give the address. When my friend and I arrived to pick up the truck, we found a private house with cameras, closed gates and a huge fence. There is no office here!!! The driver who arrived was very aggressive. He grabbed my friend's DL and my DL in an aggressive manner and started writing notes. The driver did it in towing truck !My friend said it was inappropriate and tried to take a photo of the driver doing it. ****** started screaming do not take my picture and was ready to hit my friend. He was very aggressive!!! My friend and I were severely assaulted by this driver .When I called AAA Parking and asked who I was talking to. ***** told me (she doesn't tell me her LAST NAME), ***** said she owns and patrols the business but is not responsible for her contractors. They providing service in an aggressive manner. ***** always manipulated, saying that people don't like cars being towed . Actually this area not a First line like busy streets. Parks ticket could be enough for that . Their signs were confusing for people trying to park there!!!

  Business Response

  Date: 22/05/2024

  Thank you for your concern.  

  The company is hired to enforce strata bylaws.  The truck was in violation. It was parked in a business complex that has more than 8 signs throughout the complex that clearly state no walk away and no event parking. A sign can't be installed in each parking spot.   The busy complex is only for customers while shopping.  

  While the truck did have a pass it belonged to another complex.  The complex it should have been parked at also has retained the company to enforce bylaws for non building residents. 

  The company driver tried several times to explain the reasoning for the towing as to why the truck was towed.  Regardless of the several efforts to try to explain the reasoning the customer did not want to listen. She was very argumentative and rude. 

  Attempts were made to release the car and customer said she wouldn't be available since she has to go to *******.  Police personnel tried to explain to the customer why the vehicle was towed, provided her with the time to obtain the vehicle and that the fines would need to be paid for the vehicle to be released.  

  The vehicle was impounded with proper procedures and it was AAA Parking Services who called in the vehicle as it was in violation.  There is no walk away, no event and no condo parking in the plaza. 

  Impounding is a tough industry and staff try their best to de escalate the situation. No abusive, harassment, and no defaming will be tolerated.  We protect the confidentiality of our staff.  We hope this helps explain the reasoning for the impound and the fees charged. Thank you. 

   

   

   

  Customer Answer

  Date: 23/05/2024

   
  Complaint: 21724603
  
  I am rejecting this response because:

  Complaint: 21724603
  
  I am rejecting owner response because: 

  The owner of this company is an absolutely impudent person. We were picking up my friend's car, and there were two of us. The driver was ready to attack my friend, and was very rude with us. The driver shouted at us and was very rude to us as customers. It is unacceptable!!! And now this  owner  is blaming me!! They didn't even tell me the address where the car was towed. I told them we will come and pay. They were very rude and 3 times hung down phone. I had to go to the police and the policeman helped me, called them, they gave him the address and lied to the policeman that I didn't want to pay. I told the policeman, and the policeman told them that I will pick up my friend from ******* and we will phone them when we will close to come to **************, **********. They confirmed it by phone and we did it. They are still lying!!! The sign in this parking lot was on the ground and not visible to people who decided to park there. All signs must be regulated by the BC Government and not by AAA PARKING SERVICE **********. You need to look at the Legislative Regulations. The sign must have the special size and appropriate letter size. This area is very tricky and they do not want to clarify the signs (make them clear and readable). According to their sign, parking here is prohibited even for 1 minute. And instead of apologizing, the owner has now attacked me, as the client, in the same manner as  contractor-driver QUICK SERVICE TOWING **********. Who did contract with them is unknown. By law they must have an office, clean and be safe for customers. See attached file its their private house ( this picture and comments was found online). So it's not just my first complaint. 

  I just want to prevent and save people who could be confused and could be rabbed by these rude companies.  

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

  Business Response

  Date: 24/05/2024

  Hello, *********** believes Respectful communication is essential. We have addressed your concerns with the driver. 

  When the company receives a call from the customer, the customer is explained why their vehicle was towed and usually we people are not ready to understand  it's a job the staff are doing.  Customers can be rude, defensive and accustory. 

  
  The signs posted in the complex state no walkaway is permitted. There are several signs throughout the parking lot. This means a customer can't park and leave the property. When a customer is shopping, eating at a restaurant in the complex or when an employee is working in the plaza their vehicle is not towed. 

  
  Only vehicles that park and leave the premises are towed. The property is patrolled. Business owners inform us when they have a vehicle parked there during events and we have a process that is followed. 
  The truck was parked with a sign displayed belonging to an apartment complex which has its own visitor parking. 

  
  Company signs are vandalized by people who are not happy and we can't control this. Please rest assured the signs are within the legislative regulations and we have considered your suggestions. 

  
  *********** receives negative reviews from customers who have been impounded and great reviews from people who are rescued or have had their vehicles safely towed to the mechanic shop. This is the reality of impounding services. *********** along with one more company is the only company providing impounding services in *********** It is a tough job as our staff have been attacked, followed, harassed and more in which police attendance is required. Everyone including customers and staff has the right to feel safe and if anyone feels unsafe they have a right to call for assistance. 

  
  We apologize that you didn't have great a experience. *********** is hired to enforce strata bylaws and we do ask our staff to practice respectful communication hoping the customer would practice the same. We hope this helps explain the process. Thank you. 

  Customer Answer

  Date: 27/05/2024

   
  Complaint: 21724603
  
  I am rejecting this response because:

  1) Hello! The Company believes that respectful communication is important. We have sorted out your problems with the driver.
  When a customer calls a company, they explain to him why his car was towed, and usually we humans are not ready to understand that this work is done by employees. Clients can be rude, defensive and accusatory.

  
  My answer:
  1)/I said what bad service we received from
  AAA parking service and FAST TOWING SERVICE from a contractor driver. I was glad the truck was found, but unfortunately the towing company was rude to me, hung up on me 3 times, and had no respect for the customer! Don't blame me for being rude!!! NOT ME, YOUR DRIVER has no respect for people! Same with owner and unknown woman ***** who was answering from AAA parking service! They has NO RESPECT TO CLIENTS!
  
  2) Signs posted in the complex state that trespassing is prohibited. There are several signs in the parking lot. This means that the customer cannot park and leave the building. When a customer is shopping, eating at the complex's restaurant, or when an employee is working in the plaza, their vehicle will not be towed.
  
  My answer:
  2)/ THERE ARE NO RESTAURANTS IN THIS AREA AT ALL. 7 elevan has its own parking, and the Liquer store has own parking spaces Sushi has own parking spots! And they are on another side , completely far away from our building. The kindergarten ( *** care) also has its own parking spaces. Have you been to this area???
  
  3) Only vehicles that park and leave the area are towed. The facility is being patrolled. Business owners let us know when they have a vehicle parked during events and we have a process in place.
  The truck was parked with a sign that belonged to an apartment complex that had its own parking lot for visitors.
  Company signs are being defaced by disgruntled people and we have no control over this. Rest assured that the signs comply with legal regulations and that we have taken your suggestions into account.
  The company receives negative reviews from customers who have been impounded and good reviews from people who have been rescued or had their vehicles towed safely to the repair shop. This is the reality of service seizure. The company, along with one other company, is the only company providing criminal apprehension services in ***********
  
  My answer:
  3)/As of this date, Strata has not called the towing company (Strata sent me an email about this). Same 7 Eleven and Liquor Stores! No one called the towing company with this information at this data ! These towing companies have forced unknowing drivers to park in this location because their sign is not visible!!!!!, The sign is on the ground (perhaps this towing company did it and destroyed the sign, why you blayming people)! A very, very small sign for this area. I noticed people keep parking here! Sign up on the spot, and why don't you fix  this problem?! IT'S YOUR JOB TO FIX IT !!! DON'T JUST TAKE MONEY FROM PEOPLE! Also, if you have a contract with STRATA of our building, who was sign it??? No one in Strata knows this!! After this insident I called a couple of towing companies in ********** and they all spoke well to me and had an address and phone number on their website and responded quickly to customers.They was talking with me very nice and answered all my questions.So you are not alone! ************ always manipulated always answered about people does not like when cars was towing. I did not complained about towing . I said NOI PROPER SIGNS and RUDE communication with unapropriate dressed driver, they does not have clean office/.
  
   4) This is a tough job as our employees are attacked, harassed, harassed and many other things that require police presence. Everyone, including customers and staff, has the right to feel safe, and if anyone feels unsafe, they have the right to seek help.
  
  My answer:
  4) / ************ does not have an office, which is contrary to BC LAWS.
  ************ must ensure the safety of their customers if they are in this business and they must conduct business with integrity. Clients should be safe and see a clean office where clients will be safe. The driver who contacted us looked like a criminal, was aggressive, shouted and was very rude to older people. We are over 60 and 70 years./
  

  
  5) We apologize for what you didn't like. The company is hired to enforce bylaws, and we ask our employees to practice respectful communication in the hope that the client will practice the same. We hope this helps explain the process. Thank you.
  
  My answer:
   5) I have another photo taken at a different location near the building, also from AAA Parking Services. But this sign has the right size and posted time for allowed parking  to understand something! 

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

  Business Response

  Date: 28/05/2024

  Hi *****************************, 

  
  A walk-through was done at the plaza today.   There are 10 signs throughout the plaza not including the 2 signs that are on the ground. 

  We have spoken to the driver of the company and apologize for the inconvenience this situation has caused you and your friend.  

  Towing from this complex is authorized and this is why there are so many signs throughout the plaza. 

  Attached are pictures of the sign for the *****************************************, including a picture of the sign for the complex (Cinema District) the truck was to park at.  

  Attached is also a picture of the truck where it was parked at the business plaza. 

  To clarify strata doesn't call in vehicles in violation it is AAA Parking Services that calls the tow truck company.  ************* Auto Towing only comes when they receive information from AAA Parking Services. 

  The company believes in integrity services to its customers whether it's from completing a tow service and or with providing strata and businesses with enforcing strata bylaws. The best the company can do to resolve this matter is offer the drivers percentage from the service which was $ ***** (Without prejudice).

  Please send an email address for the e transfer of $80. We are not able to negotiate further as the company was doing it's job and again as mentioned we have spoken with driver who released the truck.   Thank you.  

  ************* Auto Towing 

   

  Customer Answer

  Date: 29/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Hello,   
  Lauki Wirk 
  I would like to notify you about cars, trucks continue to park in areas where there were no signs (on the ground). I still see them every night (because I volunteer in this building, I have a pictures) and no one tows them. Therefore, I assume that this was an action against me personally! So, as you said, you were called to have the truck towed, but now no one has called you and cars are still parked at night in the same spot where my friend's truck was towed. 
  It seems like AAAPS only patrolling when they need money. It looks like this. 
  I don't seem to care about the 7-11 or the liquor store or the pizza or anything else, which are located little bit far away from the ********************************************************************** 
  
  But I do agree, as long as you put up the correct size (visible even in the dark, that's important), sign indicating the times allowed for parking (exactly on the property, as you said, this area does not belong to the Cinema District complex). Because people are confused. I'm sure it wouldn't be that expensive for your business to put up appropriate signage (non-Cinema District property only but close), during 2 weeks. Because a law-abiding person like me is now afraid to park near this place even for 5 minutes during the daytime! You never know when AAAPS will decide to get some money from confused drivers! 
  Ater that of course I will believe in serving customers with integrity, whether it be providing towing services or providing strata and businesses with strata bylaw enforcement. 
  Did you ask me email for? Is it the partial compensation for moral damage? (Without prejudice). If it's so ***************** 
  Thanks. 

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

• Initial Complaint

  Date:04/10/2023

  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.

  Police report was filed October 1st 2023 for this business AAA Parking Services, they have tired to run over us .This is a safety concern which needs to be addressed and not ignored . **** ****** *** *** **** ******** ****** ******** *** ****** ***** ****** ****** ** ****** ** ******* **** *** ** * ***** ******* *** ***** ********* *** ******* ** **** *** ** ** **** ****** *** ****** ** *** ***** * Then after 20 minute later they will tow your car and take it to a house in a creepy neighbourhood and leave your car in back yard with locked gates . The sign on the plaza does not mention any time limits for your car to be towed ( hidden signs under trees ) . When we called the towing couple they asked for 400$ For towing and ticket amount and payment only to be paid in cash or debit only.when we went to pickup our car we requested them to give us ticket copy and recipient which was DINED and told them there sign didnt say how long we had to move car before it gets towed . The guy got really aggressive saying your not getting your car and ran off from there with his partner and tired to hit us . * ** ******* * ****** * ***** ********* * **** *** **** *** ** ******* . **** *** *** ******** ** *** **** *** **** *** ******** *** *** ** **** ** ******** *** **** ***** **** **** ****** ******* *** ****** *** *** *** ****** ** *** ***** ****** ******* * It is so upsetting to see how can people run such business .I request *************** to take some action towards this business . This tow company takes advantage of people , everyone works hard for there money and not caring about people safety ****** ** *** **** **** ** **** ******** **** **** ******** ** ***** ******* ** ******* *

  Business Response

  Date: 10/10/2023

  This reply will help explain your concerns. The location where your vehicle was parked has 11 signs throughout the complex. Customers who shop at the business complex have never been towed. Vehicles that park and leave the property are in violation. There are pictures of when your vehicle was towed and phone history when you called in to inquire about your vehicle. The strata complex where you reside has a parking spot for residents and visitors. There is a three-hour time between when your vehicle was towed and the time you inquired regarding the vehicle. Vehicles are not towed within 20 minutes. Rest assured, vehicles are only towed when there is a walk away from the property. You arrived at the yard and started to argue with the driver about why the vehicle was towed and refused to pay the bill.
  The video surveillance shows the driver trying to explain, and there is non-compliance. The employees are trained to de-escalate the situation and leave the yard when there is a non-compliant customer. There is a video of the male running up to the truck, coming super close as the truck was leaving the yard. Drivers are asked to leave to avoid an altercation. In regards to the false accusation regarding the driver trying to hit you, your husband who ran towards a moving truck, your sister and your one-year-old baby, there is video surveillance that shows your husband running in front of the moving truck and you, your child and sister standing several meters away from the truck. Police were called to inform them of the incident, and you also called the police and made a false report. It is therefore, no investigation was launched.   You came three days later to pick up your car and were charged a daily storage fee. Your invoice also included a stand-by time for the driver coming to release your vehicle and having to leave without being able to release the vehicle. There is a recording of your husband commenting that the company will make stories, that's the driver's wife, and make a report stating the driver tried to hit us.   Please be mindful when calling the police as they are swamped trying to protect people in unsafe situations. This incident didn't require police accompaniment since no crime had occurred, and a driver was harassed while doing his job. The company will be sending a copy of the video to police for records.  It has also been noted the recent pictures posted by you under the name of another reviewer yesterday have been taken from the unit from the strata you reside in. In addition, the comment that 20 cars were towed is also false. No one should be hindered or harassed from doing their job. The company has a formidable job and is only towing cars in violation. They are busy, and patrol conducts its rounds. Please be mindful when posting false information. The company hopes the reply helps explain your concerns.

• Initial Complaint

  Date:15/09/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  This company runs under multiple business names "***** ***" " AAA " "******" "As parking service" "alright towing"I am not sure if their business license keeps getting taken away and then they just make another name to keep operating. They illegally tow cars from parking lots, charge you a "fine" and a "tow fee" totally 300$,and take your car to their personal house backyard which is enclosed by a large gate. I went to go pick up my car that was illegally towed, and there was 20 family members hanging outside intimidating me. The address of this house is *******************************************************. They wait for you to leave your car and tow it as soon as you walk away, even if it isnt illegally parked.

• Initial Complaint

  Date:19/06/2023

  Type:Product 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.

  I parked my vehicle for less that 5 min and hooked to my vehicle. As a visitor to this complex we need to grab a pass from the unit we are visiting how are we supposed to do that in less that 5 min. They wrote on the ticket they arrived and ticketed me a 4:10 pm and. I have video footage and timestamp that I arrived at the 4:27 pm. When confronted about trying to show them video they refused and said there is nothing we can do about it. The following day they did the same thing to real estate agent who just setting up a open house next door to us . The agent when to set up a sign and they pulled up at attempted to pick up his vehicle. They charged his 135 drop fee. Again tried to tell the agent of my situation from the previous day they got very angry that I was talking to him . On the ticket it shows that if paid within 3 days it would be 45 dollars. They charged 55 dollars because i paid it the same day. Does not make sense.

  Business Response

  Date: 08/07/2023

  
  The vehicle (Blue *****) owner was provided with a Parking Violation Notice (PVN) as the owner is a resident and can't park in the visitor parking even for a one minute. There are clear signs throughout the plaza that clearly state no resident parking and only visitor parking with a clear sign. There is a police file associated with this file for the owner interfering with the company doing their job, and a letter was provided to the tenant for their disruptive behaviour by the building management company. There is a typo in the invoice; all invoices state $55, and a $5 admin fee is charged. I hope this explains the reasoning for the **** No refund will be issued as the company has performed the job they are hired to do.  Thank you.