Complaints

This profile includes complaints for Auburn Express Towing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auburn Express Towing

  615 Opelika Rd Ste 4 Auburn, AL 36830-4032

• 

  Auburn Express Towing

  615 Opelika RD Auburn, AL 36830

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:05/28/2024

  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 in a parking garage to grab lunch one day. I walked from my car to the kiosk to pay for my parking. Once I paid for the parking I began to walk back to my car to place the ticket on my dashboard. By the time I made it back to my car a tow truck driver had the boot on it. He refused to drop the boot without me paying because he had already sent the picture of my car to the office. I paid for parking at 1:50 pm and had to pay to take the boot off at 1:52 pm. Two minutes is not a reasonable time to allow me to pay for parking and return to my car to place the ticket on my dashboard.

  Business Response

  Date: 06/07/2024

  The Parking Deck this individual was parked in requires a current kiosk ticket be placed on the dash of the vehicle.  Upon the driver seeing this vehicle without a kiosk ticket on the dash he then checks the kiosk machines to see if there is anyone purchasing a ticket.  The driver gives ample time between seeing the vehicle without a ticket and checking the machines before he tows the vehicles.  We have had individuals go to businesses in that parking deck and do what they are going to do without getting a kiosk ticket and then see the driver booting their vehicle and then run to a kiosk machine and obtain a ticket.  Once the vehicle is booted or towed for the vehicle not having a kiosk ticket on the dash, the fee must be paid to remove the boot or retrieve the vehicle from the tow lot.  

  The driver checked this vehicle and then went and checked the kiosk machines and there was no one at the machine.  With the time it takes for him to check vehicles and the kiosk machines, this vehicle was parked for more than 2 minutes as he is saying.

  We provide a service for that parking deck and service it according to the rules the owner of that property makes.  That being said, there will be no refund.

  Thank you.

  Customer Answer

  Date: 06/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: I paid for parking before a boot was placed on my vehicle. Your driver did not check the kiosk or he would have seen me. My car was in the parking garage for less than 2 minutes before he placed a boot on it. Auburn Express Towing is a predatory company who take advantage of college kids. 
  
  
  *********** ********

• Initial Complaint

  Date:10/05/2022

  Type:Billing 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.

  I was towed from a spot that I was in for 30 seconds. Came back and he was taking pictures of the car hooked up. I mean I could understand if I was there for hours, but I was in an empty lot ran to grab something and came back to it being towed. I don't think I was even gone for a minute. This is ridiculous for a college town. These guys prey on college kids to rip them off and essentially steal their car just for a small profit. I work to be able to afford things during the week and these guys basically just took my grocery money for my car being in an empty lot for 30 seconds and it wasn't like it was packed. I was the only one in the lot.

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair 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.

  This business is a scam, they knowingly damaged my vehicle and have denied, denied, and denied. I was cussed out by an employee on two different days trying to explain what happened. They damaged my window master switch and cover, damaged my steering gear, and refuse to answer for it. The owner hides from customers and the employees will not give his name or number. I am going to contact Mr. H. and let him know of his two options, pay me the money it cost me to fix the damage, or we can go to court. The court paperwork is on my desk ready to be served if he decides to continue to hide. This is a very poorly run business, horrible customer service, and refuses to take responsibility for their actions. What kind of business owner intentionally hides from customers? To me that's an indication of poor intentions.

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/28) */ The damage being claimed on the inside of this vehicle was not done by Auburn Express Towing. When we tow any vehicle that vehicle is never entered by any of our employees. This vehicle was towed from the************************* under the supervision of the******************* Service employees who were present at the time the vehicle was towed. Our trucks are equipped for towing without keys are a need to get inside anyone's vehicle. As far as the steering complaint, it is very common for the wheels and steering to lock when towing a ********** and all it takes to unlock the steering is to wiggle the steering wheel while turning your key in the ignition. Many people lack the knowledge of whether or not their vehicle has this feature. When this happens it causes no damage to the vehicle. Auburn Express Towing is denying all claims of damage to this vehicle and there will be no refund issued. Consumer Response /* (3000, 7, 2022/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have already seen the security video with *************, turns out the driver did not open the door, instead they bounced the truck extremely hard over a speed bump on ******* avenue. Also I appreciate you threatening my intelligence and knowledge of what happened to my vehicle. I've never hear of "wiggled the steering wheel" fixing an off center steering gear and a bad alignment. I heave already filed a police report, gotten an estimate for the repairs, and look forward to seeing you in court soon. Your business is unbelievable, I've encountered extremely disrespectful employees who are incapable of civil conversation and ran me off each time. Again I was denied contact with Mr.H. who obviously doesn't believe in customer service. It's hilarious to me that they know they did the damage and think they can just say "we won't be responsible, no compensation will be made" and they're just off the hook. I look forward to going before a judge against you in the near future.