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Business Profile

Towing Company

City Recovery Agency

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Towing Company.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Swift towed my car and they have had it for a month now . They towed my car claiming that my car has a lien holder I provided proof of ownership and they didnt not try to help me at all ignore my emails . They stole my car !!! And they do not want to give it back after proof was emailed and sent . They towed my car wrongfully

    Business Response

    Date: 06/24/2025

    We understand you're upset about the situation with your car and want to clear things up again.
    As we’ve mentioned before, Swift Recovery Group was contacted by Global Lending Services, who is listed as the lienholder on your vehicle. Based on their request, we towed the car and followed their instructions. We do not make the decisions about what happens to the vehicle afterward, that’s entirely up to the finance company.
    At this point, we no longer have your car. It was sent to auction per Global Lending Services’ orders. If there’s been a mix-up on their end regarding your name or who they have listed as the registered owner, that’s something you’ll need to speak with them directly about. We’re just the repossession company; we don't have any control over what the finance company decides to do.
    If you still have concerns or need to resolve this, you'll need to contact Global Lending Services or Loss Prevention Services directly. You can reach Loss Prevention Services at 616-288-3500.

  • Initial Complaint

    Date:05/27/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
     
    Complaint: 23374270

    I am rejecting this response because: There is no way that dragging an AWD car is ok without significant damage, case and point. The towing company did not use a dolly. I have witnesses and cameras to show it. It was drug on the back tires....an absolutely perfect car with very low miles and I drove it off the lot with 6 miles....it was perfect and this tow company destroyed it by not doing 30 seconds of research on how this car is flatbed only (dollies are somewhat acceptable, but not a good idea, but there was no dolly anyway, so i digress) the ****** dealership is who gave the quote. And they stated that its 100% bad towing that caused this. Im not sure how much more evidence i need, but ill do whatever is needed, because my car will never be the same, and it could have been so easily avoided with a little research. And not like it matters, but it was in neutral....they blew my transmission and both center and rear differentials and theyre saying since its in neutral it can be dragged....no...just no, and its really sad they arent taking responsibilty for something clearly so neglegent that could have been easily avoided. 

    Sincerely,

    ******** ****

    Business Response

    Date: 05/27/2025

     A skilled tow truck driver would know how to put a WRX into neutral and roll it. Our drivers also have access to dollies that are placed on AWD/4WD units. 

    Business Response

    Date: 06/10/2025

    The vehicle in question was towed using a wheel-lift tow truck, with the front wheels lifted and the rear wheels rolling freely while the vehicle was in neutral. This method is a standard, accepted practice for moving AWD vehicles over short distances when flatbed towing is not immediately available. The tow was performed slowly and carefully, specifically to prevent stress on the drivetrain.
    You also acknowledged that the vehicle was in neutral at the time, which is an important detail this disengages the transmission and allows the wheels to roll freely. When towed properly with the front wheels lifted and rear wheels on the ground, there is no significant risk of transmission or differential damage, especially for a low-speed tow. 

  • Initial Complaint

    Date:01/10/2025

    Type:Sales and Advertising Issues
    Status:
    Unpursuable
    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 withheld my vehicle for 5 days days following the full payment for wrongful repossession. They broke into my vehicle after I had already paid to recovery my car and rummaged through my belongings. They tried to withhold the car for longer. They held my car hostage until I signed documents they flat out refused to let me read. I recorded the gate lady telling me I can't read the documents until after signing.

  • Initial Complaint

    Date:01/09/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 is what my car looked like when I picked it up from there business

  • Initial Complaint

    Date:08/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 repossessed on Saturday August 3rd, 2024 in ***********, ** by City Recovery Towing Agency. I was not able to get in touch with the City Recovery Towing Agency until Tuesday August 6th, 2024. The towing company said I could not get my items from the car until Tuesday August 13th, 2024. The towing company scheduled me to get my items on August 13th, 2024 at 10:30AM. They told me to call back on that date to get the address of where my car is being held. The California states that an individual should be able to retrieve their personal items from a repossessed car within ***** hours. This is excessive as I have documents in the car that I need to retrieve as soon as possible.

    Business Response

    Date: 08/19/2024

     I acknowledge that the appointment time was further out than anticipated. Unfortunately, due to a high volume of requests for property retrieval, we operate on an appointment-based system. Rescheduling to accommodate earlier appointments would necessitate canceling pre-existing appointments, which would be unfair to those who have been waiting.
    I am pleased to confirm that the customer has since come in and successfully retrieved their property. At the time of their visit, there were no indications of any complaints, and the matter has been resolved to their satisfaction.

City Recovery Agency is NOT a BBB Accredited Business.

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