Complaints

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

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  Matthews Towing & Recovery LLC

  25 E Chestnut St. Smyrna, DE 19977

  
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  Matthews Towing & Recovery LLC

  710 Black Diamond Rd Smyrna, DE 19977

  

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:02/07/2025

  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.

  I’m a junior at udel, who was shopping at Walmart, unfortunately I parked on the fire lane. I know I committed a real offense however this is a business that collaborated with Walmart(owner of property) to tow my vehicle during the night when you can’t call them to pick your car up just to slap a $75 per calendar day your car sits in their property at 25 east chestnut st Smyrna. On their google listing they’ve managed to pull this ploy several times. I mean now they’ve taken the money from me I won’t mind it going to charity or they pay tax like everyone else which won’t be the case because their business model is to take only cash. My car was towed from Wilton blvd which is different from what is on the receipt.

  Business Response

  Date: 02/11/2025

  As a towing company we have several contracts with private property owners/managers. Walmart contracted our company to help them resolve an issue of customers parking in the fire lane. When Walmart customers park in the fire lane it blocks emergency vehicles from accessing the building as the fire lanes are intended. There are multiple signs on the property letting patrons of this Walmart know that our company tows from their property. As the customer provided and admitted he was indeed parked in the fire lane and consequently his vehicle was towed and impounded. Our office hours for redemption of impounded vehicles is 10-4. The private property tow fee is $375 and daily storage is $75 after the first day which is in our contract with Walmart. The vehicle was at our lot for 2 calendar days, his tow bill only had 1 days worth of storage which brought his bill to $450. We take cash only for impounded vehicles, there is nothing illegal about taking cash only, when the customer called in to ask about his vehicle he was informed prior to coming to our lot to pick up his vehicle that it was cash only for redeeming his impounded vehicle. The customer was given a receipt. As this customer acknowledges he was parked in the fire lane even though he knew he was at risk for being towed. 

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22914780

    Good afternoon

  You need to show your business contract to me and BBB stating the Walmart in question which is located at 117 Wilton blvd New castle and the specifics like “calendar day” and not a full day for vehicle storage. 
  

  If this is not the case, you should take responsibility for your action and pay, in this case, $75 you insisted of Me to the state or to a charity.

  If indeed you don’t have a contract with this Walmart I request the same of the funds and a reform of your business, Thank you. 

   

   

  Business Response

  Date: 02/28/2025

  To whom it may concern. We do have a business contract with many private property owners in DE. Including the Walmart and if you would like to make an appointment to come to our office to view this contract please do so. Please also note whenever you are on private property a private property owner has the right to have vehicles towed off of it if the car on the private property is not following the rules of said private property. In this case you were admittedly parked in a fire lane, which is public safety concern . If an emergency takes place and police and ambulances can’t use the fire lane as intended for emergency purposes that is a huge safety concern /issue for everyone involved. This is why Walmart asks us to tow from the fire lane in front of their building. 

  The cost of your impound goes to paying our employees for picking up the car out of the fire lane and other business related expenses. As far as charities are concerned. Our small business is well loved by our local community and our business does donate to charities. When you were at our office you may have seen multiple plaques from the local little league baseball and softball teams that we have sponsored over the years. 

  storage was accruing on your bill daily (per calendar day) the initial tow in day is not charged storage, only the tow fee is charge on calendar day 1 as seen on your receipt. Daily storage did not start until calendar day 2 after your vehicle was impounded. 

  We will not be issuing you a refund. We followed our contract. You admitted that you were parked in a fire lane, there is proof you were parked in the fire lane which we provided you at the time you picked up your vehicle.