Complaints

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

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  Western Towing, Inc.

  7333 W Carole Ln Glendale, AZ 85303-1649

• 

  Western Towing, Inc.

  3401 S 43rd Ave Phoenix, AZ 85009-6038

• 

  Western Towing, Inc.

  21602 N 185th Ave Surprise, AZ 85374

• 

  Western Towing, Inc.

  7450 N New River Rd Glendale, AZ 85307-3800

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:05/18/2025

  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.

  5/18/25, My car was taking by Western Towing with no authorization to tow my car. I called the police they said Western Towing towed my car to another city, and took my car without any authorization or notice to property owner or manager. Western Towimg is telling me it would be $475 to get my car back while knowing I had a valid parking permit and their reason for towing is saying my parking permit is invalid but I just received my parking permit from property management 12 days prior to this day on 5/6/25. My parking permit cannot be invalid its the only parking permit allowed on display to park in the apartment complex. The tow was not authorized by management, ownership or myself and the reason for towing is false information due to the fact all residents in the apartment have the same parking permit display for our windshields so if my permit was invalid everyones parking permit would have to be considered invalid. My car was illegally towed and being held by western towing until they received a payment and said the only way to get my money back is to sue them if I want to after I pay.

  Business Response

  Date: 05/18/2025

  Hi ******* I do believe you have the wrong Western Towing for this complaint as we are Western Towing of Phoenix there is in fact a Western Towing in the ********* area on pacific coast highway. Western Towing of ******* does not do private property Impounds from apartment complexes.

• Initial Complaint

  Date:06/10/2024

  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.

  I was pulled over by a police officer right infront of my house. I pulled into my driveway and the police conducted their business and the end result being my**** being brought into *********** on a bench warrant. This I have no issue with.My issue is that the Police did not have express permission from the home owner to tow my vehicle. The officer **** determined that I had no association with the address that I pulled up at and therefore took it apon him**** to act on behalf of the home owner and have my vehicle towed, impounded, and with a 20 day hold. Now, Western Towing is holding my vehicle hostage for over $900 and there is no option for a payment plan because *********** towed it".So, am I right in understanding the Police are immune to all statues, codes, policies and laws? This is an emolument violation as the Police Officer is doing something that we the tax payer, didnt ask them to do. Its not in their 'Job Description' !Bottom line, you cant take someone's vehicle from private property without express permission from the home owner. The ************************ broke the law and technically stole my vehicle.Western Towing in my eyes are guilty of aiding in the theft of a vehicle. I will file criminal charges accordingly.

  Business Response

  Date: 06/10/2024

  Western Towing was directed by law enforcement to remove the vehicle pursuant to ARS statue 28-3511 which we did as far as the fees that have occurred they are regulated thru our contract. 

  Customer Answer

  Date: 06/11/2024

  If that is the case then how come the officers tried to get in contact with the home owner to see if I was allowed to park in the driveway,?  The officers were going to allow me to leave my vehicle parked in the driveway while I was taken in on a warrant.  They didn't believe I lived at that address.  I went to see the judge and I was released immediately.  ********** even gave me a ride home.  Guess where they took me to.... ? The same house they took my car from because they couldn't get in contact with the homeowner. 

  Also,  my vehicle has been impounded since May 14th.  That's 27 days.  27x25 is 675.  675+150 tow fee is 825.  How come I was charged 950 ? 

  ARS 28-4847 states:

  The towing company's storage lot must be open or otherwise available by appointment to provide current billing statements to vehicle owners and insurance companies and be open to the public or by appointment for releasing vehicles between the hours of 9:00 a.m. and 5:00 p.m. Monday through Friday, excluding holidays.

  You'll find that Peoria PD forces impounded vehicle owners to go through their co-ordinator by appointment only and he is only available MONDAY-THURSDAY until 4pm which is a violation of section N.3 ARS 28-48-47 because now you are overcharging me.  Before dealing directly with the tow company I was forced to go through the police and they are not open on Fridays when the law clearly states that you must be available to give vehicles back until 5pm Monday to Friday. .   Overcharging is a violation and is a class 3 misdemeanor. 

  Im not seeking to get my vehicle back free of charge.  I understand you need to pay your staff for their time as well as cover your costs but you guys wouldn't even offer me a payment **** as I'm willing to pay what I can.   I was ran over in a hit and run and I have lost my reach ability in my right arm.  It's difficult to work let alone get into a physical altercation with the tow yard employees and expect a victorious outcome !!! 

   

  Thsnks 

  Business Response

  Date: 06/11/2024

  I can't speak for law enforcement that is something you would need to take up with the agency as far as payment plan that is something we just don't do and for obvious reasons

• Initial Complaint

  Date:05/29/2024

  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.

  On 5/22/2024 I was involved in a car accident. *************** said that they had to move my car to a safe location and had it towed to Western Towing. Upon going to the car to pick up my personal belongings from the inside of the vehicle, I found that the vehicle had been stripped inside of anything worth value, including the custom dash cover & seat covers, the weather tech floor mats in the front and back of the vehicle, a change container with $3 worth of quarters gone, and all personal papers and lottery tickets in the console were also gone/stolen out of the vehicle while in the care of Western Towing.

  Business Response

  Date: 05/30/2024

  The customer went to the Insurance Yard to retrieve his belongings not Western Towing's Facility 

  Customer Answer

  Date: 05/30/2024

  Insurance took pictures of inside and outside of vehicle when it was retrieved from Western Towing.  IAA shows that all items were missing at that time and Western is attempting to blame the ***************** for their theft.  Insurance yard - IAA INSURANCE AUTO AUCTIONS. ************************

  ***********

  Stock #********

   IAA has the photos of the car they picked up in their database. 

  Business Response

  Date: 05/30/2024

  I am happy to view any photos that were taken 

  Customer Answer

  Date: 06/05/2024

  The insurance company has the photos and Western Towing knows this. That is how they get away with theft on a regular basis. I sent the informationof the company and representative with the photos. No one has contacted ****************. This is how the company deals with customers complaints on theft. They give you the run around until the customer gets tired and quits attempting to recover items. This is a shady business that the ************************** should not send to pick up cars without owner consent. The business is well documented by the ************************** of having high theft issue reported from vehicles towed to this yard.

  This is an unethical company that will not work with you to recover items stolen from the vehicles towed and left on their property by the police department.

• Initial Complaint

  Date:04/25/2024

  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.

  Our father who is retired law enforcement for over 25 years in AZ recently had his car towed by Western Towing. My father suffered a stoke and no longer drives due to his disability. His personal car which mind you was not an eye sore was apparently towed by Western towing although it sat outside our personal residence.We assumed the vehicle was stolen and had no kind of notice it would be towed. Fast forward a couple weeks later we realized Western Towing had possession of the car. They then notified us given the timeframe they took possession of the title. I personally offered to pay the full balance and retrieve the vehicle prior to it going to auction but was denied. I was told I now have to bid on my father's car to get it back. I repeatedly asked to pay the ENTIRE balance but was denied. As this auction starts the price already exceeds the fees due to the towing yard. I intend to file a lawsuit as we have detailed documentation and call logs showing our attempt to retrieve the car. Any dollar earned over the fee's are due to the owner and not for them to profit on his misfortune. I get towing yards have difficult job but what a shame that they are the provider of choice for law enforcement but treated someone who served for 25 years like dirt. I want to preface I have offered to pay all fee's it just appears the towing yard is more interested in profiting on the situation than making it right.

  Business Response

  Date: 04/25/2024

  I will need a description of the vehicle also a  Vin Number so i may check into this and find what might have happened. Thank you

  Customer Answer

  Date: 04/25/2024

  The car is 2008 Acura TL Type S VIN: *****************

  Business Response

  Date: 04/25/2024

  Thank you for the information I have researched this and found out this vehicle was towed by the ******************* as an Abandoned Vehicle I can't answer as to why you were not notified by MVD Abandoned Vehicle Unit by law we have to file on the vehicle within 10 days of impoundment. However I am willing to release the vehicle back to you at the charges that have incurred to this point. As for my employees I will have a discussion with them as to why they would not assist you with this matter.

  Customer Answer

  Date: 04/27/2024

  
  Better Business Bureau:
  
  Thank you for working to resolve this, I appreciate it. I can come down to pay the fee's due now. Should I reference your name or will your team members be aware that we are coming to pick up the car? Thanks again for your help here. 
   
  

• Initial Complaint

  Date:12/01/2023

  Type:Sales and Advertising 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 was arrested on 10/19/2023 and my vehicle was impounded by ********* in *******. Western towing was the towing company who came for my vehicle. I had several officers search my car all with body cams showing that all items in claiming to be missing were indeed there. *** called to speak with ****** numerous times. Ive filled all paperwork. We spoke once and I never heard back. There is in fact evidence from ********* that what Im stating is true. I cant even get ahold of this guy to reimburse me of my valuable items. I was released the same day and I picked up my vehicle the next morning no more that 12hrs from my incident .

  Business Response

  Date: 12/01/2023

  I have responded to this claim and have been waiting for receipts to be emailed to me for the missing items after I spoke to the claimant she assured me she had receipts that is what has been holding up the process of moving forward 

• Initial Complaint

  Date:11/03/2023

  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.

  My car was stolen and recovered by police and then towed to Western Towing. I was not notified my car was recovered. I contacted the police to find out any status on my reported stolen vehicle. They informed me it was recovered and towed to Western Towing. I went to western Towing and after three times going I provided all the paperwork they were asking for to show I owned the vehicle. They then informed me I would have to pay $650 to get my vehicle back. ******* Revised Staue 28-3512 clearly states that they cannot charge me storage or towing fees if my vehicle was reported stolen and recovered by police. I gave them a letter of intent showing the law and stating I would take legal action against them of they did not return my vehicle. I They still have not responded. The law also states that a towing company cannot charge you more than $25 dollars a day and my car had been there for 10 days and they said I owed $650.00.This is not right for me to pay because my car was stolen. I'm the victim and the law was in acted to protect consumers from the unfair practices of tow yards.

  Business Response

  Date: 11/06/2023

  I am aware of this situation and I have instructed my employees to release the vehicle 

   

• Initial Complaint

  Date:09/14/2023

  Type:Sales and Advertising 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.

  My truck was towed by Western Towing August 16,2021. I visted western towing and with the assistance of an employee I was allowed into the back of the towing yard to retrieve some of my property from my vehicle. I noticed my vehicle was damaged in the front windshield and side view mirror. Two days prior to the tow we had bought our truck with no damages. I have sent a friendly email to Western Towing regarding my complaint however, I have not received a reply. Before I return to retrieve my vehicle, once and for all, I would like for an agreement of reimbursement to be settled or for Western Towing's insurance to cover for the damages on my vehicle caused by their services. Thank you

  Business Response

  Date: 09/14/2023

  I sent out an email on 9-13-2023 requesting ******* contact me so I can address this claim that email was sent out at 118pm I have not heard back as of yet