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:04/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am filing a complaint regarding a deeply distressing towing incident that occurred on 4/28/25 At 8:30am CT. I traveled over an hour from ******, ********, to Dwell DeKalb Realty. I had parked briefly no more than 10 minutes to drop off perishable groceries, and was entering and exiting the premises to go back to my car within the first 5 minutes. only to find my vehicle had been towed without warning or the opportunity to rectify the situation.The business does not open until 10:00 a.m., meaning I could not obtain a temporary parking pass prior to arrival. Despite this, my vehicle was towed in a very short time frame.When I attempted to retrieve personal items from my vehiclespecifically my cellphone and walletI was denied access. Employees on site not only refused to assist but also failed to provide basic information, such as the phone number or location of the towing company. Their refusal to engage or provide necessary answers compounded the situation significantly.Once I was able to track down the towing company's contact information, I was met with further hostility. My questions regarding the towing process and fees were dismissed, and I was abruptly hung up on. Upon arriving in person to retrieve my car, I was met with more unprofessional behavior. Staff refused to answer simple questions about why certain personal information was being requested, slammed the service window shut in my face, and told me I would have to wait an hour to get my vehicleeven though the company imposes additional fees for extended storage time.This entire experience was not only unnecessarily stressful but also felt unjust and exploitative. The total fee to retrieve my vehicle was ****** to which I was not informed withdrawal from ATM would be cheaper until speaking with the owner, employees claimed to be management when requesting to speak with manager/owner and did not inform me of the cost difference of 252 and change upon paying with card versus using the ****

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 April 28, 2025, my guest briefly parked at my apartment complex to deliver groceries. The property requires a parking permit; however, there is typically a reasonable expectation of ***** for guests who are actively unloading. Within less than ten minutes, her vehicle was towed by J&S Towing.I, the resident, approached the tow truck driver immediately to explain that she was my guest and that the leasing office was closed until 10:00 AM. My guest attempted to retrieve her phone and wallet from the vehicle to pay any necessary fees, but the driver refused, acted rudely, and drove off without providing any information about where the car was taken or how to recover it.We contacted J&S Towing dispatch, where the staff was extremely rude and disconnected the call when I attempted to ask basic questions. After calling again, I reached a manager named ****, who stated he would speak to his staff. When we arrived at the tow yard to retrieve the vehicle, we encountered the same staff members, who were unprofessional, slammed the service window in our faces, and informed us that we could wait hours to recover the ********** that point, the owner, ******, arrived and assisted in resolving the situation. However, the overall behavior of the staff, refusal to provide necessary information, and deliberate delay in releasing the vehicle suggest predatory practices designed to accumulate storage and after-hours ******* guests vehicle was removed in an unreasonable amount of time, and every step of the recovery process was marked by hostility, a lack of transparency, and poor service. J&S Towings conduct was completely unacceptable, and I am seeking formal accountability for their unethical practices and treatment of customers.

• Initial Complaint

  Date:10/17/2022

  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 10/17/2022 this towing company unlawfully towed my vehicle. My car was parked in my parked lot with the lot sticker given to me by my property management company, I spoke with owner ******************* whom explained to me that everyone was given updated stickers by the property which is not true me and the other tenant occupying the apartment was never informed of new stickers even though weve spoken to the company numerous times in regards to paying rent never were we issued an updated parking pass though Mr. ******** is adamant that we did. This has costed me money out of my pocket creating a hardship for me and my family and Mr. ******** says there is nothing he can do after towing my car. I was told my sticker expired in august 2022 I have paid rent August September and October and never received an updated pass from the company nor an explanation as to why I wouldnt be receiving one. Mr. ******** told me the terms of my lease states its my responsibility to have a sticker placed on my car correctly, I never showed Mr.******** my lease so Im unsure of how he would be able to tell Me whats in my specific lease this was a form of horrible customer service, Mr. ******** also failed to take into account that the only way I can display a parking pass is if I was given one instead telling me that ********************* gave every tenant new parking passes regardless to the fact you have two customers telling you that this information is misleading and ***** didnt give everyone parking passes as we are two people whom didnt receive passes. I feel Mr. ******** was calling me a liar when I told him I never received a pass telling me everyone else did. I feel the business practices of this company are horrible and discriminatory as I never asked for any money back or to return my car for free I only asked JS towing to hear me out and while listening to me explain the situation owner Mr. ******** couldnt help but to call me a liar with no proof of these accusations

  Business Response

  Date: 10/31/2022

  Customer misconstrued the words we exchanged. Customer was told they as TENANTS are RESPONSIBLE for getting a new sticker, management at the property does not just hand stickers out. Tenants that want to park are required to purchase stickers, the stickers they purchase have a validity date right on them. The lease I was referring to was the parking permit lease they sign in order to get a sticker. She should read that as it has the parking rules. I would be more than happy to provide documentation for her of those rules if necessary. The sticker she had one her window at the time of tow had an expiration date of 8/26/2022. We towed the vehicle in October of 2022. Clearly PAST the date of the validity of the pass. We are contracted by her property management company to tow for violations to the rules, unfortunately for her, having a VALID sticker is part of the rules. Customer also posted they wanted a refund as a resolution to this complaint....So they in fact are wanting money back. Unfortunately we were not in the wrong by towing the vehicle so we will not be refunding any money.