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:04/15/2025

  Type:Product 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.

  In December 2025, following an accident involving my 2010 ****** ***** (valued at approximately US$4,000), the local police called Eastwood Towing, Inc. to recover my vehicle. Two days later, I visited Eastwood Towing’s facility to pick it up but was informed that, by mistake, the driver had taken it to a junkyard, without the vehicle’s title. In ***********, it is prohibited for a junkyard to accept or dismantle a car without its title.
  
  Once I finally got the Prius back, it was in deplorable condition: missing wheels, with the engine exposed, and numerous parts removed—far worse than its condition after the accident. When I spoke to Manager Rob about this issue, he acknowledged the mistake and informed me that President Jim had to approve any resolution.
  
  After repeated follow-ups, Eastwood Towing offered to pay US$1,600 in compensation and return the vehicle as-is. Although I accepted this offer to expedite a resolution, five months have passed, and I have still not received any payment nor a vehicle in a condition that reflects the initial damage. The company continues to cite internal approval delays as the reason for the ongoing hold-up.
  
  This situation indicates a lack of professionalism and accountability. I am left with a severely damaged vehicle and no compensation, despite clear admissions of fault by Eastwood Towing. I am seeking the full amount of US$4,000 in damages or, at minimum, the agreed US$1,600 plus any costs needed to restore my car to its pre-accident condition (beyond the damage caused by their negligence). I kindly request the BBB’s assistance in resolving this matter promptly.

  Business Response

  Date: 04/29/2025

  On April 28, 2025,this matter has been resolved. ** *** ****** was paid the agreed settlement of $ 1,600.00 plus no charges for the original towing and storage of $ 245.93., and the vehicle was returned to him.

  ** *** ****** is not incorrect that the settlement process took longer than it should. This matter was being handled by my General Manager on December 4, 2024 and I was informed that the matter was settled in that ** *** ******' vehicle was returned to him and he was not upset , due to the fact he was going to utilize the vehicle for parts.

  I did not become aware  that this problem was not resolved until I received a letter on March 13, 2025 from ** *** ******. The letter stated it was a 2nd notice, I never received the first notice. Now this by no means excuses Eastwood Towing, Inc. negligence in resolving this matter immediately.

  I had General Manger Rob, contact ** **** ******, and inquired on what he was seeking for settlement. ** *** ****** stated he wanted $ 4,000.00.

  At this point I conducted an investigation as to what actually took place, and had a body shop appraisal done on the vehicles original damages to try and obtain a true value of the vehicle when it was in our position after the tow from the accident scene. This took some time. 

  On April 11, 2025 we reached an agreement that he would not have to pay the original tow and storage of $ 245.93, Eastwood would pay him $ 1,600.00 and deliver the vehicle back to him at his ******** ******************* business.

  We then attempted to call him on April 14th, 16th, 18th without any return phone calls. On April 25th we made contact and agreed we wil deliver the vehicle and pay him on April 28, 2025.

  I apologize to ** *** ******, first for the original error, 2nd for the mishandling of the original situation and for the time it took to provide settlement.

  Customer Answer

  Date: 04/29/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is fine by me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *** ******