Complaints

This profile includes complaints for RoadOne San Diego's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  RoadOne San Diego

  9150 Chesapeake Dr Ste 240 San Diego, CA 92123-1062

  
• 

  RoadOne San Diego

  3801 Hicock St San Diego, CA 92103

  
• 

  RoadOne San Diego

  1357 Pioneer Way El Cajon, CA 92020-1625

  
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  RoadOne San Diego

  1805 Maxwell Rd Chula Vista, CA 91911-6157

  
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  RoadOne San Diego

  5374 Eastgate Mall San Diego, CA 92121-2804

  

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:03/24/2025

  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 purchase a vehicle on a RoadOne Towing Auction, and later find out that the car has a report of being stolen in *******. I want my money back please.

  Business Response

  Date: 03/31/2025

  This vehicle was properly sold and clearly identified as an "Export Only" vehicle.  Despite accepting this condition the buyer attempted to register the vehicle in ********** which was rejected.  Following that, there was an attempt of some kind to export the vehicle to ****** when it was determined the vehicle was a recorded stolen in *******  Export buyers are typically well aware and experienced in the legal requirements to export a vehicle or use the services of a brokerage house.  Export buyers typically determine the status of the vehicle in ****** prior to the purchase.  There is no means for us to be 100% certain of the vehicle status in ****** and our process only addresses registration in ***********  Despite these circumstances, agreement was reached with our customer to resolve this matter.  A refund less appropriate fees has been issued.

  I will consider this matter resolved.

  Regards,

• Initial Complaint

  Date:02/15/2025

  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.

  My vehicle was towed by Road One on July 3rd 2024, Went to pic it up on Monday July 8th as the next day was July 4th and they were closed for that day and the rest of the weekend per there answering machine ! When arriving they were very rude and would not let me get my personal belongings out until i proved to them i was the current owner ! Came back next day with all info and got my belongings told me if i wanted my car back was going to be Tow Fee plus storage fee's and i would have to show paperwork that i was owner and current registration ! I left and then contacted *** which told me the cost to get current registration which was more then the value of the car so i filled out a form with DMV and released all liability with them and the county on July 15th ! Never heard a word back then they send my a bill for $1659.00 on Feb 7th 2025, 7 months later threatening me to take to collections ! But yet they sold the vehicle 09/06/24 and the new owner never went to *** and transferred ownership and now they are trying to hold me liable! Total Scam this guys are the worst !

  Business Response

  Date: 02/17/2025

  When your vehicle is towed as ordered by a law enforcement agency in ********** the vehicle owner is responsible for the cost.  If the vehicle owner does not pay to get the vehicle out of impound it will eventually be sold by way of a lien sale.  Vehicle owners' are responsible for the deficit of lien once the vehicle is sold and the proceeds are applied to bill.  As indicated here, the owner did not pay to get the vehicle out, the vehicle (as stated not of much value) was sold and there is a balance outstanding which the owner is responsible for.  This is the proper procedure in ***********

  I would suggest the customer contact our *************** and reach an agreement to satisfy this debt.  I will consider this matter resolved unless I hear further.

  Regards,

   

• Initial Complaint

  Date:12/16/2024

  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.

  My ebike was impounded by **** at Road One tow yard for a 30-day hold last of OCT *******. On the day when the hold was lifted was Nov. 30, 2024 (Saturday morning), I went to the tow yard to pick up my ebike. The attendant on duty told me that it was missing in their lot. He notifies his supervisor and waiting for response but can't get an answer. The attendant said he cannot access their security camera to check the ebike because only the Supervisor has the access to review the camera and she is not available at the office during the weekend. The attendant told me to come back on Monday, Dec ****** to talk to the supervisor and find answer for my lost ebike. I came back on Monday to talk to the supervisor and found out that my ebike was stolen inside their tow yard. I filed a police report regarding the incident after confirming it was stolen. The following day, Tuesday, I followed it up to the Supervisor regarding the incident and she said that they were waiting for the **** to recover the stolen ebike. I addressed my concern about the value of my ebike to be paid for and the fees for the storage to be waived due to negligent for losing the ebike inside their lot with security cameras, but she said it will be addressed to her manager. I've sent a demand letter address to Roadone at ******************* in *********** with a copy of the receipt of the ebike and its accessories. Up to until now, I have not received a response from this issue.

  Business Response

  Date: 12/20/2024

  It is my understanding the company and our customer have reached agreement which will settle any and all claims related to this incident to both parties satisfaction.  The claim was received and processed in an orderly fashion.  There was a three day delay due to illness and it appears some of the communications could have been better.  I apologize for both the incident and any delay in resolving it.

  I will consider this matter closed unless I hear further.

  Thank you.

• Initial Complaint

  Date:08/29/2024

  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.

  My vehicle was towed by Road One from a parking lot where we were told it was acceptable to use as overflow parking for an event schedule Wednesday 8-28-24.My vehicle was towed at 4:21 PM and taken 8 miles from ************ to the impound lot at ********************I arrived at 5:36 PM after calling **** to provide a ride the the location of my truck.Road One has posted tow rates in their lobby. I was charged "CHP" rates although my vehicle was NOT on the freeway. My truck was towed from a public City of SD location. I should have been charged **** rates. I was charged a full day storage fee, although my vehicle was in their lot for roughly 1-hour. I was also charged $140 for after hours pick-up although there were several employees still working. I requested a review of my total charge. I requested they reduce the fees to a minimum of the **** rates. I requested Road One be fair when charging for their tow fees and holding someone vehicle hostage.

  Business Response

  Date: 09/05/2024

  After reviewing the amounts charged related to this incident it has been determined the correct fees were charged and paid.  Therefore, the request for refund is denied.  The information provided by the customer is incorrect.

  I will consider this matter resolved unless I hear further.

  Thank you,

• Initial Complaint

  Date:07/19/2024

  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.

  My vehicle was towed from a public street by Road One Towing. I called before end of business hours to pick up my vehicle, but was given the incorrect pickup location, which caused a significant delay in my picking up my vehicle. This delay resulted in a charge of $45 for another day of storage. I asked the company to remove this charge, because it was the dispatchers mistake in giving me the incorrect pickup location and causing the delay. They refused to remove the charge. Id like the $45 refund.

  Business Response

  Date: 07/29/2024

  I have looked into the complaint and found we unfortunately did provide an incorrect location to the customer.  However, based on the phone calls and records there were no additional fees paid.  The vehicle was released at the lowest price based on the registration issue.  I agree there is a hassle factor with having to go to the wrong place first.  

  We will issue a $45 refund if that will resolve this issue with the customer.  Please confirm with me and we will use the address provided unless other arrangements need to be made.

  Thank you,

  Customer Answer

  Date: 07/29/2024

  
  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,
  
  ***********************
  
   
  

• Initial Complaint

  Date:06/18/2024

  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.

  Was not given proper notification that vehicle was being auctioned..tow yard knew I was trying to get vehicle back I was only sent a notice from CHP in march 2024 that said vehicle was towed by road one did not say what day was going to be auctioned or how much was owed.. vehicle was to towed march 21 2024 was not auctioned till June 12 ******************************** I get an email from post office with a photo of every piece of mail that goes to address and I never received anything from road one

  Business Response

  Date: 06/19/2024

  The lien process on vehicles is regulated by the State and all requirements were followed without error by our company in regards to this vehicle.  One step is to mail a notice to the parties on record which was done in full compliance on 3/29/24.  Notices of this type are sent by registered mail.  It is not required the notice be received and we have no knowledge of that.  This customer was aware the vehicle was clear for sale and stated this to us more than once.  Indicating they had knowledge the vehicle was ready for sale earlier, was aware the vehicle was up for auction and that they had even bid on the vehicle but was out bid by other bidders.  Previously the customer had indicated they did not have the funds to pay and get the vehicle out. Additionally the customer called about the vehicle more than once, visited the tow yard to remove items and checked on the vehicle online numerous times.  The customer was aware and was responsible to take steps to mitigate their own losses.

  As to the question of a notice being mailed, again the required notice was mailed on time in the manner required.  We have determined this complaint to be unfounded and therefore are not offering anything further.  I will consider this matter resolved unless I hear futher.

  Thank you,

• Initial Complaint

  Date:03/01/2024

  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.

  Hello I am emailing you because I recently purchased a car from a auction I am a first-time buyer and I am a single mother with four kids I went to the auction to pay for the vehicle I was told that the vehicle started I was reassured that after I made my payment at the front desk that the car would be pulled to the gate for me to drive home once I got to the office and made the payment of $1,640 I was given my receipt and I walked to the gate the car was not there I was then told that the car would not move forward or backwards and that I would not be able to take the car from the lot I then walked back to the office within the same 5 minute time frame and was told that I would not be refunded my money I just would like my money back so I can purchase a car that runs so I can take my children to school I feel like I was robbed can someone please help me

  Business Response

  Date: 03/05/2024

  The vehicle was sold at auction subject to the terms and conditions of the sale.  The terms and conditions provide several statements and warnings as well as information regarding the vehicles are from a tow yard.  We disclose that we don't know the condition and do not state if they "drive" or not.  There are no refunds on sales.  This customer inspected the vehicle prior to paying for it.  The customer was informed to email us with any request which was done the same day this complaint was filed.

  No refund is approved.  If anything should change after handling the email request we will contact the customer directly.

  Thank you,
  

  Customer Answer

  Date: 03/06/2024

  I was contacted by road One towing yesterday March 5th ************************************************* a partial refund up to ***** and something the original price of the vehicle minus the towing yard fees. The person that I spoke with told me that they would be contacting me again sometime this week I'm still waiting for them to contact me at this point

  Business Response

  Date: 03/07/2024

  That was not what was told to the customer.  Nothing about tow fees was ever discussed.  As stated the policy is no refunds.  A staff member will be in contact and the customer can decide how to proceed.

• Initial Complaint

  Date:02/16/2024

  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.

  Road One Towing company were called to the scene of an accident 12th Jan 2024 in order to take my car to a body shop They refused to do so, took the car to their own junkyard and kept it there for five days against my will. They informed my insurance company on the 15th that I could go and collect my possessions, but I found that they were closed. When I got there on the 16th to get my possessions, the worker and myself discovered that the window had been opened and left open my trunk has been popped and my car ransacked resulting in a great many of my important personal professions and documents being stolen. Road One worker was very apologetic and told me they had the policy of refunding me in full for my losses.., another worker contacted me and told me that if I provided receipt she would cut me a check after conscientious, gathering of all the receipts and photographs required. Ive been informed that they will not be looking at them. The worker refused to give me the name of the managers, ***, or anyone that I should speak with before moving towards suing them for all belongings damages and attorneys costs.. also the vandalism of my vehicle at their yard, which resulted in its total loss. I expect the *** will not be happy to get engaged in that law suits. However, I am unable to move forward because of their unbelievably professional and dishonest attitude. They actually have offered me more than $2000 for items that have no receipts.!!!??!! but I provided the receipts for those and $5000 more which they have not even looked at. I have written a full letter driven that over there in person to be told it probably will not likely be read! What kind of shady outfit is this???? they have not even gotten back to me about camera footage that might show the thieves.

  Business Response

  Date: 02/21/2024

  Our company will be in direct contact with the customer as requested by the customer in the complaint.  Our records contradict the information provided in the complaint but we are hopeful to resolve the issue once contact is made.

   

   

  Customer Answer

  Date: 02/22/2024

  I have not had any information or messages ... My letter has not had a reply.... despite providing the invoices to the person who was arranged to reimburse me she has been replaced with someone who is playing games. I will write to the chef of operations next, and expect to be reimburses for my losses due 100% to their negligence.

  Business Response

  Date: 02/27/2024

  We have called the customer by phone five times and have not received a call back.  We have left multiple messages over multiple days.  We have not had any contact from the customer. I will consider this matter on hold until we hear back from the customer.

  Thank you,
  

  Customer Answer

  Date: 02/28/2024

  Well, not 5. After the deadline I put in my letter, requesting an email address for direct communication I received three chatty voicemails from somebody at a more junior level Asking if I wanted to call them.

   

  There has been no message, no content. no apology,  no proposal as to what they are willing to do and no information about whether Im getting my check or when - or for how much! 
  

  Since the deadline had already passed, last week I have written to someone in a more senior capacity, and I will give him until early next week to respond.

  I have nothing to say to somebody who is not on board.. However, if they wish to tell me what their position is and what is going on - professionally, I will be available by email. 

   

• Initial Complaint

  Date:10/27/2023

  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.

  Road One Towing based towing my vehicle on Oct 16 at 10:30 p.m. via police lies, frauds and attempted extortion of bogus cash charges, obstruction of justice preventing me from getting my $160 auto tags because of their fraudulent $1380+ charges assessed against my licensing. By doing this Road One made themselves an accomplice to the afforementioned crimes and legal consequences. Legal charges will be filed by me and my attorney. They need to return my vehicle immediately to ******************************************************** Diego ** ***** to stop the damages they created. They will however not circumvent justice for their illegal acts. They never should have entered into agreements with their partners SDPD.

  Business Response

  Date: 11/02/2023

  The complaint lacked sufficient information to determine which vehicle is in question.  We would need the license plate number or VIN with proof we are addressing the owner of the vehicle.  So this response is in general.  As the complaint appears most concerned with the actions of the City and ***************** we are not the appropriate party to complain to. It's my understanding the City follows a process for complaints which must follow all the regulations.  Complaints must be timely and to the correct places to be considered.

  Tows authorized by law enforcement are generally compliant with the law and we do not make that decision.  The vehicle will not be returned without proper documentation and full payment.

  I will consider this matter resolved unless I hear further.

  Thank you,

• Initial Complaint

  Date:05/01/2023

  Type:Delivery 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.

  Received a letter from roadone San Diego on 04/21/23 stating I owe $2776 its a precollection notice. My car was towed and I didnt pick it up because I had no money to pay the towing fees. Then I was told the car was sold and I should pay the amount mentioned above for total charges including towing, storage, lien fees and city fees. I didnt know this was going to happen when I left my car at the towing and right now I dont have the money to pay. Please help so I dont get sent to collection Im a Spanish speaker

  Business Response

  Date: 05/09/2023

  I am requesting BBB remove this complaint from our file.  The customer's statement does not state any error or negative interaction with our company.  The customer correctly states services were performed and only says they don't have a lot of money.  A customer's lack of funds should not be a valid complaint.

  Regardless, at this time the customer has settled the account and the matter has been resolved.

  Thank you,