Business Profile

Repossession Services

New Generation Towing & Recovery, LLC

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Complaints

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

Customer Complaints Summary

32 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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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:03/25/2024
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.
They towed my vehicle for my community they damaged my bumper and now they dont want to fix it
Business Response
Date: 03/26/2024
This gentleman's car was towed by us. he claims that ****** must've been caught on the bumper stop when we removed it. However it is inconsistent with that and our equipment. In his ******* does not look like the clips are broken, just that the bumper needs to be pushed back into place. I bet that pushed in the driver side(see pic) and the other side popped out.
Customer Answer
Date: 04/05/2024
They have not resolved the issue and they keep giving me a runaround
Customer Answer
Date: 04/09/2024

Complaint: 21483724

I am rejecting this response because:
Consumer
Most Recent Message
Date Sent: 4/5/2024 2:15:50 PM
They have not resolved the issue and they keep giving me a runaround

Sincerely,

*****************************
Business Response
Date: 04/09/2024
We do not see an issue to resolve. in our pics the "damage" on the driver side claimed looks like the "damage" on the passenger side. Maybe your pics are inverted. bring your vehicle to ******************************************************************* and I'll pop it back in. Ask for *****
Customer Answer
Date: 04/19/2024
I Cell to get any response from *********************. They told me that they are not responsible for any damage to my car.
Initial Complaint
Date:03/06/2024
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 car was towed by this company and approx a week later,I drive down to ******* from ******* to remove the car from their tow yard. I ended up paying more than I should because someone on the phone failed to tell me I needed the original letter that was sent to my home regarding the car. They also failed to tell me the notarized letter needed to be the original as well. So I had to wait another day for ***** to overnight it. I go to the back to get my car and the cover is balled up, in the **** INFESTED BACK SEAT because whomever towed the car and placed it in the back decided to REMOVE The cover!Rain was all in the back seat. The floorboards are RUINED, **** in the backseat! They removed the things that were necessary to keep the car safe.Ive had this vehicle for YEARS and kept it a certain way, and NEVER has rain gotten inside the vehicle. When confronted we were told to email management. Emailed management and was basically told it was not their issue and the condition of the car was the problem. My car is a classic. The back window was covered and secure. Rain was in the back not the front. So the fact part of it came off supposedly before moving it doesn't matter. They were negligent and completely careless. I'm requesting my car seats and floor board be repaired. Their ins can evaluate damages. Them refusing to help is not ok. This business has a horrible reputation.
Business Response
Date: 03/06/2024
We reviewed the phone recording and in fact verified that this person was indeed told 'original notarized documents' on the the phone. I cannot say how long the vehicle was in the spot it was towed from but using a blue tarpaulin to protect against rain and the ******* elements is not the most secure way to do it. Let alone the trapping of moisture and the darkness caused by the tarpaulin, mold could grow. The Tarp was in fact not secure when we picked it up and wouldn't want to exacerbate the situation by closing things up trapping in the moisture.
Initial Complaint
Date:01/11/2024
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.
On 1/8/24 I had to take my elderly father in laws car to the mechanic since he has *********** and could not do it himself and when I arrived there was a vehicle pulling out of the garage slot so when he pulled out I got out the car to ask if I coud pull in all while being right by the car and as I was turned to ask, immediately within a second the tow truck pulled in front of the car and had the car. This tow truck acted in a predatory way and although there is surveillance video footage of the incident clearly reflecting I was not parked and instead was trying to pull into a mechanic slot and never left my car parked, this tow truck still tried to take the vehicle. In fact when he heard we called the police the tow truck driver said he was only going to charge $60 but now he was going to charge charge double and he would only accept cash in order to **************. IWe had to pay him $135 in cash only in order for him to release the car since he did not want to wait for the police. When the police officer arrived and looked at the surveillance video, they were also shocked and the officer actually went to the tow truck company and they told the officer they would return some money but they still haven't done so and they don't pick up phone and their voicemail is full. I have sent them an email but they haven't answered that either. This company seems to be preying on innocent people and are being fraudulent in their treatment of the public. The officers name is ****************.
Business Response
Date: 01/15/2024
I am unsure which Phone number or email you are reaching out too. We have the intention of sending the refund. Email your info to ******************************** Attn: *****
Initial Complaint
Date:01/04/2024
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 car got towed from ******** where I park there's a sign with very small stickers that you can barely see it for unauthorized vehicles to get tow
Business Response
Date: 01/05/2024
We would need more information to be able to address this complaint. What it sounds like, is you were in a parking stall designated Reserved for pick-up. You were obviously not in the vehicle since you were towed.
Customer Answer
Date: 01/09/2024

Complaint: 21097687

I am rejecting this response because: please look at the picture and see if you can see where it says that my car is not authorized to park there, is very little signs actually are the little red signs that you can't read, unless you get really close to the signs, there not *********** the sign, this are stickers, that were not the at the time the car was parked, this were placed after the car was towed, at this point assure this company is commiting scam with all the cars, not just mine that they are towing

Sincerely,

***********************
Business Response
Date: 01/10/2024
Again, more information will be needed, such as which vehicle and what date the tow occurred. As seen in the picture that is a reserved spot for pick-up.
Customer Answer
Date: 01/13/2024

Complaint: 21097687

I am rejecting this response because: business is asking for car information and date the car was towed: ***** Accord Yellow/Gold **** Vin: ***************** License Plate: ** ****** ********: 1/03/24 @ 7:20PM Completion Time: 1/03/24 @ 7:30PM

Sincerely,

***********************
Business Response
Date: 01/16/2024
Thank you for providing the information of which vehicle you are referring to. The parking space you occupied at the time you were towed, is boldly marked "RESERVED" for 'PICK-UP.' Part of the process of Picking up an order is remaining in the vehicle. The small wording is merely a courtesy. As per the state statute that governs our industry all the legal requirements were met prior to the tow. No refund will be provided.
Customer Answer
Date: 01/18/2024

Complaint: 21097687

I am rejecting this response because: your response doesn't make no sense at all, I have always parked in the pick up parking and go in, to pick up my online orders and never got tow before, till now, I think you guys just want to rip people off and i will not let this happen, my next step is get in contact with ******* corporate and go the courthouse to start a civil claim against your business.

Sincerely,

***********************
Initial Complaint
Date:12/10/2023
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.
This business requires payment in cash and they do not give receipts. I understand that it is illegal. They towed my neighbor's car. He is a disabled person. I had to take him because they did not see the disabled card. He showed it to him as I wanted. They charged him $175 dollars and they had to To be in cash, he demanded the receipt and they told him that they did not give a receipt. I understand that they are not reporting to the government. These trailers do it in shopping centers at night. I would like them to investigate this company.
Business Response
Date: 12/19/2023
I would need some specific information on which vehicle this complaint is in regard to. We easily provide receipts via email and have no reservation in providing one.
Initial Complaint
Date:06/19/2023
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.
On february 25 2023 , our vehicle audi A6 2018 white . was towed from storey lake condominium . My car was damaged by the towing truck. My car had no prior damage . Upon request of video , they only showed a picture( wich can be easily be taken after truck damaged my car ) .Im requesting them the video ( not picture) and yo to fix the all damages made to rear bumper of my vehicle. Will need a quote form audi south orlando dealership.
Business Response
Date: 06/19/2023
The damage referred to in the complaint is inconsistent with our towing equipment. Whatever may have happened to said vehicle prior to being towed is not our responsibility. We will not provide the video or repair the vehicle.

Business Response
Date: 06/19/2023
Just because I will not show you the video, doesn't mean we damaged your vehicle. I know for a fact, that I can prove in court without the shadow of a doubt, our driver took the pic of the damage prior to 1st contact with your vehicle, properly towed your vehicle and did not do that lateral gouge. That the damage was a pre-existing condition. If the damage was our fault, we wouldn't have a problem repairing it since we back charge the driver as a way to keep accountability. But since the damage looks like a narrow metal object moving in a left to right direction. If it were our Equipment, at that height you wouldve had your entire bumper crushed in and i puncture whole the size of 5inches wide and 2.5 inches tall. If you choose to go to small claims our video will be of no help for you.
Customer Answer
Date: 06/20/2023

Complaint* ********

I am rejecting this response because:
Condominium video shows our vehicle enter the condominium with no prior damage sr. There is a camera at the main gate . I can prove our vehicle Had entered the complex with no prior damage. Its not a coincidence , a casuality that it gets damage after it was towed. Your company has several complains for damage to vehicles for towing them in an improperly manner .

Sincerely,

**** *****
Initial Complaint
Date:06/19/2023
Type:Product 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.
On June 6, 2023 shortly after 11:20pm, my car was illegally towed from the apartment complex my boyfriend is currently staying in. I was visiting him after work and was gone for 30 minutes before coming downstairs and finding my car was completely missing. I THOUGHT SOMEONE HAD STOLEN IT!! Comes to find out my car was towed due to “no parking permit” when as of today (June 13, 2023) the complex isn’t enforcing parking decals for both tenants and visitors and hasn’t been for a while. From my understanding one of the tenants called to have my car towed. I had to pay $135 to get my car released from the towing yard. The leasing office was not aware of what occurred last night and confirmed that they didn’t call to have the car towed. They stated that unless the car had a flat tire, no plates or looked abandoned/visibly been there for a long time without signs of movement, they will not have your car towed. I called the company after 6:00pm on June 7th to find out any information on who made the call since the driver only work night shifts and was told to email the company. I sent an email that same day and it’s now June 13th and I haven’t heard from anyone. I want my refund for the illegal tow!!
Business Response
Date: 06/19/2023
Vehicle was not illegally towed. If it were, when you called the Police, they would've responded to you differently. I am not sure whom you spoke to in the office but it seems with the information provided in the complaint, you misunderstood what they were explaining to you. After reviewing the relevant information in this complaint, a refund is denied.
Customer Answer
Date: 06/21/2023

Complaint: ********

I am rejecting this response because: The police will only confirm whether or not my car was stolen or if they have record of it being towed. I was once again told multiple times and it’s clearly on the receipt that my vehicle was towed due to “no parking permit” and nobody from your company will admit they made a mistake even after ******* ******** called the next day and said they are currently not authorizing any vehicle towing due to not having a parking permit and they didn’t make the call that night for my vehicle to be removed from the complex. Someone from your company told me that they got a call from someone but can’t disclose any information about who and why. I was also given the email ******************************* and was told that the manager would get back with me. Its been over two weeks now and I still haven’t received any response or form of contact from said manager. Also no other vehicle has been towed due to this policy and if that was really the case, 20+ cars, both residents and visitors would be towed on a daily basis. All I’m asking for is my $135 for the illegal tow.

Sincerely,

******** *******
Initial Complaint
Date:05/15/2023
Type:Customer Service 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.
On the afternoon of 5/12/2023 my husband went to pay our local mechanic and jumped out of the car for all but a minute (this was witnessed by the mechanic and the building has cameras) and the tow truck driver on call for the night in this area came, hooked the car up and started to tow but told my husband that he would only put it down if he paid $120 in cash. He was not willing to budge, and even after the mechanic pleaded to please give him the car because not even a minute had passed he said no. It was either pay him cash or pay more at the yard. Very unprofessional and unfair practice. Shady business for sure. Now I can’t even dispute the transaction because there is no receipt and no traceable transaction.
Business Response
Date: 05/15/2023
We would need more information such as approximate time, year, make, model of vehicle before being able to respond.
Initial Complaint
Date:04/03/2023
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.
My vehicle was towed from my driveway at ********** Condominiums on Monday, March 27, 2023 between 13:00-13:30hrs. As per contract with HOA, they need to notify the office when they tow a vehicle. They failed to do so. Upon attempt to retrieve vehicle from tow yard Monday night, damage to the front bumper was noticed. Retrieval of vehicle was refused until I could speak to management. Came back the following day, Tuesday and they told me that they’d have to investigate the damage. Said the car was towed using a dolly on front wheels. Promised a call by Thursday. No call so I called them on Friday and they said they would have someone call back. As of now there is no call. Car was taken to body shop and front bumper needs to be fully replaced. Approximately $3150 in damage plus alignment as vehicle pulls hard to the right.
Business Response
Date: 05/02/2023
Mr. ****** was given the option to have one of our trusted body shops take a look at the vehicle in question and refused.
Initial Complaint
Date:03/15/2023
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.
They have wrongly towed my vehicle not once not twice but 3 times, all while knowing I’m having issues with getting an appt at the dmv to register my vehicle. The first day It was towed was 03/10/23, and I had to pay $125, then Saturday It was towed again not even 24 hours later, and apparently because of the weekend I had to pay $175, then Tuesday comes and they tow It again so I had to pay $125 again, not even on Monday they didn’t take It, so now at this point it’s personal. This business is also carrying guns on their body and openly showing them and in Florida this is not a open carry state, doesn’t matter If it’s private property or not they shouldn’t be intimidating residents from complex’s they have contracts with. On top of that, I know it’s personal because I have an image from when I picked up my vehicle and other vehicles had a warning sticker but mine, not only that but I threw one thing on the floor in the lot and the worker didn’t want to release my car after I already paid him for It until I picked up that trash, which is ridiculous at this point. This company has bad reputation and terrible workers that carry guns like it’s ok. Please please look into them And also they don’t provide a receipt, they take my vehicle take my money but provide no proof
Business Response
Date: 03/15/2023
Good afternoon.
The vehicle she's referring to, its her partners. This vehicle has been towed for improper display of tag. The tag that the vehicle had, it does not belong to it. Which means this vehicle does not have insurance. which also means that if anything happens with that car in property it can be a liability. This person came in to the yard, to the complex office really aggressive. very rude, threaten that she was going to blast, to shoot the workers ( which its all in company's recording). She was advised by us and by the complex on what to do. The vehicle that she stating that were stickered. Those were stickered for another violation. We hope that after this, the issue can be fixed.
Thank you so much!

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New Generation Towing & Recovery, LLC is NOT a BBB Accredited Business.