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:18/04/2024

  Type:Billing 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.

  My truck was unfairly towed by this company. They charged me an outrageous amount to get my truck back and won't explain the charges on my receipt. For example they charged 34.80 for extra mileage and $52.66 fuels surcharge when only driving a few blocks yet refuse explain where they got these amounts. It was approx 9 pm on in Friday April 12 2024 I was picking up my daughter from her friends place at *** ******* ********* ******* ** *** ******** ** in ******* I parked on the left side of the red truck in Visitor Parking ( it was dark, I returned the next morning to take the pic) I was inside approx hour and when I came out my truck was gone, I left my purse in my truck as I hadn't planned on staying long, yes my mistake. I first called the **** thinking it was stolen as it was taken so fast, they advised to call towing company. I immediately went to Mario's where the rude fella outside thought it was funny and said come back tomorrow. I understand this was after hours but no need to be rude. I asked if I could at least get my purse as I can see my truck, he laughed and said No. I called dispatch again and that friendly person said yes I could return to get my purse, so I did. I returned the next day to get my truck to find out the outrageous amount, it had been there less than 24 hrs and they were charging me two days. Again I understand it was Saturday and management was not in, I asked for the name of the person I could discuss my disagreement with, I was given the name Craig B****. I paid the $375 as I have 3 kids and 3 jobs so I needed my vehicle. I returned Monday to speak to Craig who refused to talk to me, said to the receptionist it's a closed bill and signs were posted In the pic the Mario towing sign is on the other side of the red truck, clearly not visible to me where I parked It's very ****** *** ******* what they are doing I'm hoping you can help not only get my money back but also so this doesn't happen to others Thank you!

  Business Response

  Date: 18/04/2024

  Hi *****,

   

  To better understand your complaint, please provide the phone number you used to call into the office. We record our calls as you were probably aware by recording stating such. 

  This was a private impound requested by the property owner/occupier and therefor our services are very transparent and your invoice states all charges etc.

  We would like to review the call though to understand the conversation and see where barriers may be.

   

  Thanks

  Customer Answer

  Date: 22/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Hi
  They're asking for the times I called their dispatch
  Friday April 12 @ 
  1138pm
  1145pm
  1158pm
  However the dispatcher was very polite and is the reason I was able to retrieve my purse.
  The 3 gentlemen standing outside your office were very rude.
  Said they don't allow items to be taken out after I had already discussed it with your dispatcher.
  
  The charges are absurd,
  -You charged me for 2 days when my truck was with you less than 24 hrs
  -Fuel $52.66 to travel from hwy 33 to Sexsmith  
  - extra mileage $34.80 ??
  - vehicle inspection $37.70 to write down my truck is dirty 
  - REL $ 52.50 what even is that?
  Do you just make up the charges?
  
  You are clearly ****** ********* ** ****** and not only that your sign as show in my pic was not visible.
  It was an unfair tow, you unfairly ******* my truck, I was in visitor parking as I was a visitor.
  I am taking it up with the strata however you are the ones I gave $400 too!
  Also the fact that I made a second trip out to talk to someone in person, the name I was given is Craig B**** and he would make time for me or at very least offer a phone call is very poor customer service.
  Or he is tired of people complaining that your company is ******* ****** ****
  ***** ****** 
  

  Business Response

  Date: 29/05/2024

  I show the tow being 5 km's as the fastest route. There is a reimbursement of $17.61 for that portion.
  All other charges are consistent with billing for after hours tow away services.
  Storage days calculated with industry standards.
  I will provide a storage deduction of $42.00 for one day of storage.
  
  Thank you
  

  
  

  Customer Answer

  Date: 30/05/2024

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:08/01/2024

  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.

  On the 27th of December 2023 at 1:09 AM, my car was towed away from a visitor parking spot in front of the student building **** *** ******* ***. The spot for a visitor parking required a free vehicle registration online, however I did not register because it’s a new rule that I am not used to it since I am not from the city and I have been visiting the city yearly, and parking in the same spot with no issues. I believe that the car should have not been towed away in that time of the year when people visit their loved ones. Even though I’m not totally complaining about the tow it’s self, I complain about the ridiculous amount of the ticket. $312.98 is not a price you charge for towing a car for 3 km! Here is a breakdown for that ticket: Driver: 97.50 3 km x rate 4.35: 13.05 Storage: 40 Vehicle inspection: 37.79 ( they charge you inspection fee that should protect them from any damage ******!! Ridiculous!) Fuel surcharges: 57.24 (for only 3km! ??) Service: 52.50 GST: 14.40. I believe that this is an ******* against the consumer rights and should not be tolerated when businesses such as Mario's Towing Ltd & **** ****** **** ** ******* consumers.
  

  Business Response

  Date: 08/01/2024

  The property owners set condition and regulations for parking on the private property. The vehicle was removed as it was in violation of these conditions. The unit is a housing development for students. This vehicle

  was in violation of the property rules and was removed as per the property representative. The vehicle was towed safely and the owner picked it up in a safe environment with transparent payment procedures.

  Mario's Towing performed its required services. The owner of the car has no chosen numerous methods to assign blame to everyone but themselves. 

  Customer Answer

  Date: 08/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: they cant blame me for skyrocketing ticket price that they charge me for. Also, I emailed them at: *************************************************** that I was given by their front desk, requesting vehicle inspection photos that they took on the day of towing which they charged me $37.79. However, I did not get response to my email. 

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

  Business Response

  Date: 08/01/2024

  Mario's Towing is a private business and pricing is structured as such. When compared to other providers Mario's Towing is at the lower end of the pricing scale. Pictures are archived and presented if a damage claim is

  presented by the vehicle owner.

• Initial Complaint

  Date:06/03/2023

  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.

  The Date of the transaction was 02/06/23 was when it occurred I paid $303.56 on 02/07/23 for a towing charge from Mario's Towing in Kelowna BC. What happened was someone was parked in our designated parking spot 10 so we had to park in Visitor parking our car has a sticker from ******** saying our spot number the apartment office staff knew we had to park there. In the morning our car was towed. The tow truck driver should have seen our sticker and realized the only reason we would park in visitors parking was because someone must have been in our spot. The driver should have called the person that would be on call for the apartment building they would have told the person we had no choice but to park there. When I went to pick up my car I told them the above they said to get my car I would have to pay and the supervisor said I didn't have a sticker on my car I told him I did he went out and took a picture of the sticker and said they don't know all the stickers and I would still have to pay. I know for a fact they know what the sticker looks like because in order to tow someone's vehicle from a person's designated parking spot they would have to know the stickers. So there is no customer service no understanding and I had to pay for something that's not my fault. I would like a refund in full.

  Business Response

  Date: 06/03/2023

  I am unable to open the attachments.

  Can I please get the Invoice # or vehicle plate #.

   

  Thanks

   

   

  Tell us why here...

• Initial Complaint

  Date:25/11/2022

  Type:Service or Repair 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.

  I went to retrieve my vehicle from tow yard November 17th, 2022. Everything was going well. The reception lady asked my license which I had to get from my car. I left my 15 month old in there with my friend and he was being a bit fussy. Once I returned with my license the receptionist was throwing the receipt. The receipt hit my son. I wasn't impressed so left my keys on the counter while I tended to my son. She then told me a had an attitude as I was walking out the door. I then asked her why she thinks it's okay to throw anything at anyone for that matter let alone a child. *** **** **** ** *** ****** ****** *** **** *** *** ***** ******** *** ***** ** **** ****** 

  Business Response

  Date: 10/01/2023

  Hi *****.

  This sounds like quite the event. We would like to learn more. Do you remember the ladies name or can you describe her? Can you also provide the plate# of the car you were retreiving and or the Inv #.

  Thank you

  Customer Answer

  Date: 26/01/2023

  Hello. I've spoken to you twice now. You tell me you cannot help. *** *** is the plate number. *** ****** 
  

  
  

  Business Response

  Date: 06/02/2023

  This is a conversation between 2 individuals. 
  I am unsure what is the next step. 
  our individual states a totally different interaction. 
  we also are unsure exactly who spoke to whom and when as the writer didn’t states any names etc. 

   

  We always want to provide the best service and respect. 
  Was the writer proper in their exchange with the Mario’s rep. 
  
  

  Customer Answer

  Date: 08/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  If you don't know who I am talking about how do you know which individual to ask for their response? That does not make any sense. Please take accountability. I was extremely patient with the blonde women. It wasn't until I had to run out of the building to grab my wallet, my child stayed in the building with my friend. My child was being a child and she was getting irritated. I handed her my ID, she then flicked in back to my through the slot. I grab my ID and she then tosses the receipt hitting my child. * **** *** *** *** ** ***** *** *** ***** ** * **** ** ******** *** *** *** ***** ******** *** ***** ** *** ***** 

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

  Business Response

  Date: 09/02/2023

  We aren't able to identify the employee. We have been given zero information to utilize.

   

  Thanks

   

  Customer Answer

  Date: 10/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I will go in and point the individual out for the manager. I've tried to phone now 3 times. No response. I'd like to get this resolved. As I can see from the reviews on ******. This blonde lady has had a few complaints. I will be there tomorrow to solve this issue of who said what.
  Sincerely,
  
  ***** *****

  Business Response

  Date: 13/02/2023

  Sounds great.

  We are available Wed-Friday.

  Tomorrow we have a planned meeting in a different municipal location.

  Please ask for Chad/Nic.

  Customer Answer

  Date: 13/02/2023

  
  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.
  
  Sincerely,
  
  ***** *****