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:04/08/2024

  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.

  About a week and a half ago, my boyfriend was driving my car and the car gave out on the freeway five minutes away from home. He contacted a tow truck company and they came out to see him. He did end up getting a ride home from the tow truck company and they ended up towing the car to their tow lot. The tow truck company told my boyfriend that it would cost him $225.00 to get the car out and there was not a time limit on when to get it out. I talked to the tow truck company guy the next day in regards to getting my vehicle out and he was very rude and told me it would cost at least $700 despite not having it for a full 24 hours. He also mentioned how if I couldn't come up with the payment soon then my car will be his and they'll change the title to his name. I assured him that I did not have enough money to get my car out and that I don't get paid until the 3rd of every month but that my income is very limited to $218 a month. I assured him that I could have that $225.00 that they told my boyfriend that it would cost by the third, but he refused to accept this offer and states that his employee never told my boyfriend that. I know that my boyfriend isn't lying because my boyfriend wouldn't have agreed to paying $700 to get my car out after only having it for one day. He would have looked around for a cheaper option, knowing that we can not afford that. Plus, he's been a trustworthy person to me for these last 7 years. The tow truck company is charging me over $1000 just to get my car out now. He keeps threatening to keep my car as I am telling him that I am still trying to work on the payment because I don't have that money saved up. I am trying very hard. He won't work with me or meet me in the middle and I feel as though I am going to lose my car. I am trying to work with him someone where but he's being very firm on the pricing. I feel as though this isn't fair to charge one price and then go to another to get my car out, just so that he can keep it.

  Business Response

  Date: 04/08/2024

  The boyfriend called for a tow. We dispatched a driver and did the tow from highway 94 to their destination. The total was $225. He did not have the money to pay for the tow. We advised that the vehicle will go to impound and will have to come pick it up when he has the funds. ( to their understanding the impound would be free and they will be keeping the car until they can come out with the $225 ) which this was not told to them. After 2 days i called them and explained to them that we will be putting a lien on the car ). Their total at day was $403. And advised them that there will be additional $89 per day for storage. They kept calling me every 2 days asking about total. Not that the car has been in storage for 15 days its over a $1000. I gave them the opportunity and discount but they dont have money and expect me to release the car for $200 which is all they have. 

  Customer Answer

  Date: 04/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **********************
  
   
  

  Customer Answer

  Date: 04/10/2024

  I reject the business response because majority of the statements or claims coming from Freeway Towing are false and doesn't reside in coming to a resolution.
  The first statement is false because my boyfriend was told by an employee member from Freeway Towing that the total for getting the car out of impound would ONLY total to $225.00. The employee also stated to my boyfriend that this price would remain the same even if my boyfriend were to get the car out a month from now 
  
  The second statement is false as well because I was not given a phone call 2 days later, it was actually the next day. I was called that day with the total for getting my car out ending up to be $700.00. He started at it being $400.00 then later told me before we hung up that it would be $700.00. He was also very unprofessional and rude and referred to my boyfriend as a "dick" and a "asshole" when my boyfriend tried to speak to him and come to a resolution. I assured him this day that I would have the $225.00 (which was the price told to my boyfriend) that he needed by the 3rd of April guaranteed but that I was also trying to come up with the payment now. There was no compassion nor empathy for the fact that I didn't have the money at the moment and was trying to come up with the payment. He even started to discuss how the car would end up being his. He also stated that if I waited until the 3rd that it would be well over a thousand dollars.
  
  Lastly the statement made that I only expected him to release the car for $200 is false because I offered him $225.00 which was the original price that was stated to my boyfriend. I agreed to pay that. I never offered him only $200.00. The only reason why my boyfriend accepted the help from Freeway Towing in the first place is because they offered him a price that was affordable and reasonable. Had the employee told my boyfriend that it would cost him over $1000 by the 3rd of April to get the car out he would have never accepted their services because he knows that that price is not something within his price range. However, $225.00 was . In addition, my boyfriend wasn't even that far from home when he needed the tow. He was about 5-10 minutes drive away from home.
  So in conclusion, Freeway Towing is not being honest with their pricing. They sold my boyfriend a dream with their price of $225.00 to lure him in and then once they received the car, they spiked up the prices because they knew by doing that that it would be almost impossible for us to get the car back, resulting in them being able to keep the car.

  Business Response

  Date: 04/10/2024

  Sorry, we have no additional comments, we have already responded to this. The customer keeps calling ** and she will repeatedly go over the same thing over and over and she will do the same thing with messages right here. I have explained this to her so many times, but they are not willing to understand that storage is not free and they were never told that storage would be free. No tow company whatsoever will do free storage even though I tried to work things out with them when theyre total was over $1000 I was willing to drop it down 50% but they dont have any money at all and they keep telling me that theyre calling family members to get money, but they never do so

  Customer Answer

  Date: 04/12/2024

  The statements presented are false. My boyfriend was NOT told anything about storage fees until after the car was impounded(towed). Before that, he was only told that it would cost $225.00 to get the car out. That is the only reason why my boyfriend accepted their services because the price seemed reasonable. Had he known that they would be charging him over $1000 for a $500 car by the time he's able to get it out, he would have denied their services and looked for better options. Also, the business owner NEVER tried to work anything out with us nor did he try to drop the price down 50% from $1,000. That is an extreme lie! If anything the business owner kept increasing the prices. Example: He told me that the car would cost $700 to get out on the first day of him having it, despite the fact that my boyfriend was only about 5 minutes away from home. No sane person or even insane person would agree to have their car towed just to pay a ridiculous amount of money to get it out especially when the car only costed them $500.00. It is also false that I did not have any money to pay him. Somewhere a little after the 3rd of April, I told him that I had the $225.00 that was initially told to be paid to get the car out. He refused to accept this and told us that it would be over $1000 despite the fact that I pleaded with him and asked him not to take my car. From the very beginning, the person who I spoke to over the phone which I believe to be the manager was already excited about taking my car. He never tried to meet us in the middle. He only accused my boyfriend of being a liar, which he is not. The owner also referred to my boyfriend as a "dick" and other bad words just for my boyfriend explaining to him that the total charges were supposed to be $225. He was also very unprofessional and told my boyfriend and I quote "I'm not your *****." which would be a derogatory term used, especially towards African-Americans. 

• Initial Complaint

  Date:09/05/2023

  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 transaction happened over two days on August 31 and September 1. My car had been stolen and the key fob as well. I was able to find the car by tracking a phone that was in it, but the key fob was gone. I called Freeway Towing requesting that the car be taken to my house. Once there, the driver told me that it would be better to have the car taken to the tow lot, because my insurance would cover it. I repeatedly told him I didn't think my insurance would cover it but he insisted that since my insurance rate is $350 a month, that I had comprehensive coverage. I unfortunately decided to trust him. The next day they told me that I would need to tow it to the dealership for a new key fob. I called the dealership and they informed me they didnt have the fob. I almost immediately called him back and told him that they don't have the fob there and to not take it. He said they already started the trip (without my consent) and that they would have then have to tow it all the way back to my house (another 20 miles) and I would be able to get a traveling locksmith (even though the night before the driver told me in the morning if I didnt bring it the lot, I would have to have the tow it again to the dealership anyway, all the while knowing about a traveling locksmith). I told him to pull over immediately in the next parking lot and asked him a few times if the travling locksmith could just meet him and he was reluctant to say yes. He finally did. The locksmith came I paid and got my car back. When I called to discuss being consistently mislead by his company he yelled (actually yelled) at me and told me I was full of s*** and wasting his time. When I asked about initially being mislead the previous night about taking it back to the dealership where insurance would cover it, he said "you didn't have a gun to your head". He ended up hanging up on me. I had called simply to discuss my concern and be reimbursed for the extra towing I had not asked for and overnight fee.

  Business Response

  Date: 09/13/2023

  The customer doesnt know what type of insurance she has. She claims to have full insurance so her insurance will pay the bill the next day she found out she only has liability and everything changed on her end. I did not charge her for storage and we also gave her 50% on the bill we helped her find a locksmith that did a key for her the same day And she calls and keeps complaining total scam.