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:07/19/2024

  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.

  Had a tow between 7&8 pm from Garners towing July 16th 2024. Address name & location was shared through the mechanic that they partner with. I chose this business to repair my vehicle at ****************************. The shop took my tow payment and the ********** arrived simultaneously. The driver mentions to me hes supposed to be off the clock after *** already paid. I had nothing to do with how timely the yard released my vehicle. JRs charges the mechanic an additional $43 dollars totaling $183 for a 15 mile tow. Theyre all ***************** pay has nothing do with a prepaid client. Since I paid through a 3rd party I only had a receipt from elite hands the mechanic shop. I would like it all to go away & the courtesy of an apology. Not only that but my wife had a tow just the previous night before for $140 that was only 5 miles. *** never use them again that whole entire industry including the system and tow yards are greedy unprofessional scum with redicoulous fees that should be against the law.

  

  Business Response

  Date: 07/23/2024

  On 7/17/2024 JR's ******************** & Recovery LLC was contacted by Elite Auto Hands to tow a 2014 ******* MKZ Black from ************************************************************ to Elite Auto Hands mechanic shop. The pick up address of  ************************************************************** is the place of business for ******** Towing Impound lot. We was told at time of dispatch that the vehicle had been released and ready to be picked up. Once a driver from **'s arrived to get the vehicle he had to wait approx. 30 to 45 mins until the vehicle was released to him to be able to tow as requested. Then we was not informed that there was any issues with the tires. We had to use skates on the tire since the tire was turn outwards to be able to successfully load onto the bed of our flatbed tow truck, without causing any further damage to the customers vehicle. JR's ******************** & ********************** did not collect any payment from the owner of the vehicle. JR's has an agreement with Elite Auto Hands for towing vehicles. Elite Auto Hands was informed that additional fees would be added to invoice for wait time and extra equipment
  
  

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:10/30/2023

  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.

  My car was about to be towed from a family dollar parking lot. It had hooks on it but not on the truck. I was told I had to pay $112 for them to unhook it. I was making calls trying to get someone to cash app me the money. I saw my friend paying $120 and thought she was paying for her car. I didnt know that her car wasnt in that parking lot. I didnt realize she was paying mine. Afterwords she walked away. When my friend on the phone sent money thats when I first noticed that they had already released my car (because they were paid), but I didnt know, and I didnt want to pull off knowing I hadnt paid. I went up to the guy and told him I had the money on cash app, and he took my payment too! Right after I paid my friend calls and thats when I learned what happened. I went back to the guy and explained. He said she only paid for one car, I said I know, because her car wasnt on your list. He drove off. I called the company. They said they would talk to him but cant guarantee Ill get my money back. I waited until they returned. When they returned the guy changed his story and said he gave her her money back, but he didnt, she was already gone. There are cameras in that parking lot. I am reporting the issue to the state attorney general and the better business bureau. If I have cash app email or contact info, I will be happy to include you in all correspondence. The owner told me he would watch the camera on the truck and reach out on Sunday. He did not and still have not. I went back and read reviews and there are multiple complaints calling them thieves, accusing them of being racist as well. I will be filing with the Better Business Bureau and anyone else who will listen, watch parking lot camera footage or anything. I will send a copy of this correspondence to the owner and posting on every social media site I can find. I want them brought to justice and I want consumers aware of their business practices. Of $232 I am due a refund of $120.

  

  Business Response

  Date: 11/06/2023

  JR's Services & Recovery was called out to the Family Dollar on ********************************************************** on 10/28/2023 requesting unauthorized vehicles be removed from that private property lot. ****** vehicle was one of the nine vehicles that was included in removing due to be unauthorized to park. One of the drivers was hooked up to her vehicle about to tow back to the impound lot when she stopped my driver. We informed her that the vehicle was being impounded and that she could pay a drop fee and we would unhook the vehicle or we had to proceed with taking it to the impound lot.  She paid my driver through a platform called Cashapp of $112.00 and we dropped the vehicle. 

  After my driver left with the other vehicles that were being impounded, she called into our dispatch line stating that she paid 2 times and didn't know that she did. She stated that her "Friend" made a cash payment to a driver and she made a Cashapp payment to another driver. We inform **** that we would have to review camera footage because we are getting two stories. She proceeded to say that if we did not promply contact her back refunding her money that she would post reviews on every web platform she could. Which she has done as promised. 

  We reviemed the footage but this incident happened outside the truck and the footage catches whats inside the trucks and the front view when driving. We spoke with the drivers and they stated she only paid once through Cashapp. 

   

  Needless to say after all the deformation Lane has posted online, we as a company refunded her payment of $112.00 on October 30th 2023 to statisfy the customers request and be done with the situation. She is still activly making reports to the ************************************************* BBB and more. 

  Attached is the tranaction showing she paid us and a tranaction showing she was refunded. Also the tow invoice has a link to click to review the photo of her vehicle. 

  
  

  Customer Answer

  Date: 11/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The information provided by the business owner is inaccurate. 

  #1. My friend and I paid the same individual, *******. My friend paid cash and I paid via CashApp.

  #2. ******* was informed before he left the first time that I paid not knowing that my friend paid.

  #3. Not mentioned by the business owner: My friend, who paid in cash $120 because she did not have change requested that the $8 be refunded to my cash app (this never happened).

  #4."We inform **** that we would have to review camera footage because we are getting two stories. She proceeded to say that if we did not promply contact her back refunding her money that she would post reviews on every web platform she could. Which she has done as promised." (taken directly from the business owner's statement) The conversation did not go that way. I informed him I would be waiting for his driver to return and he said he wasn't trying to be rude but don't interrupt his guys while they work. **** told me he would review the camera on his truck and contact me the next day, Sunday. I waited as he requested. In fact, I waited until Monday at 4PM (the end of business day). It was not until he failed to communicate his findings, by his indicated timeline that I decided to take action. I filed my first charge with the State ************************** At which time I emailed him to inform him that I am not taking action. I emailed him (My attached email photo supports that I took no actions prior to his requested deadline of Sunday). I followed that complaint by filing with the BBB. I shared that information where I could, as I promised. 

  I have been nothing but transparent throughout this process. When I read the reviews for his business and saw that I was not the only one. That his staff is dishonest and that he supports their dishonest behavior. I also attached one of the reviews where someone referenced them as thieves. Their response: "That's not nice to say" sounds taunting. It does not reflect the actions of a business man that takes the concerns of these complaints seriously. 

  I would also like challenge you to request video surveillance from that parking lot. The one thing I want you to see is after my friend paid my fee, they unhooked my car. I was just too upset to notice. When I got the money cash apped to me from another friend, that was when I first noticed my car wasn't hooked. I COULD HAVE PULLED OFF, I didn't. I didn't think my car had been paid for and I didn't want to be dishonest. I walked through the parking lot and went straight to ******* and paid him. And he "knowing he had already received payment, dishonestly took my payment. 

  I was refunded $112. I want the remaining $8. I don't desire to tip his company $8 for lying, stealing, and being disrespectful.

   

   
  
  Regards,
  
  *******************************