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:12/19/2024

  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.

  Stanley towing towed my car Wednesday Nov 27 at 8 in the morning and when I went to pick up the truck I paid 168 dollars on credit card and when I picked up the truck I noticed damage on my bumper I request to Stanley about the damage and they told me to file a accident report trough my insurance company amica and amica got in touch with them but they want to speak to **** and they have been ignoring the call from my insurance company a estimated was done to the damage and it's around 800 dollars and Stanley has been ignoring the calls of the insurance

  

  Business Response

  Date: 12/30/2024

  This was pre existing damage, attached are photos taken before the vehicle was towed. Mr. ***** ******* was very aggressive and confrontational and I told him to deal with the insurance company. 

• Initial Complaint

  Date:09/26/2024

  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 9/15/2024 My car was towed from a lot on ************************* After picking up the car from this lot the car died multiple times. After taking the car to the mechanic I was told that the following has been done (not limited to, this list as further inspection will be necessary)Damage to both sides of the vehicle when being hooked Tore sheet metal off the body of the car with hook (see pictures of both passenger and drivers side)Cylinder tube (for coolant fluid) snapped, can see the fluid in the pic Damage to the right undercarriage The lines that are in the black bracket were attached to the s**** before the damage was done (2 pictures) Which crushed 2 A/C lines and snapped the coolant line.He firmly believes that this damaged was caused by a rushed and careless tow. I have called and emailed this company multiple times and each time the admin told me that the manager was not there after previously being told when he was going to be in, and when the best time to call is. It has now been 11 days and I still have not been responded to. My car was just deemed a "total loss"

  

  Business Response

  Date: 09/27/2024

  This is an insurance matter, the customer just needs to file a claim to our insurance and it will be taken care of. I tried explaining to her but she felt the need to just yell and curse at me and my staff.

  Customer Answer

  Date: 09/27/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint proces
  

  Good Morning,

  Thank you for reaching out t o me.  My complaint was basically because a tow truck driver from their company illegally towed and totaled my in the process of doing so.  I have been trying to reach **** the manager since 9/16/2024, by phone and email. (There is a general email for the company) The admins I spoke to were quite helpful, ie., giving me the hours of when he works, when best to reach him, and have said that they would forward my emails to him.  Then with the knowledge of when he was scheduled to be at work, each time I called I was told that he was busy, or that he will be in later, etc., never getting a call back.None of my attached emails have been responded to either.  This is what prompted me to reach out to the BBB yesterday.  
  Today at 9:04 am I received a call from **** (my first contact since this started).  He was quite aggressive and spoke over me.  I asked him about why he hadnt responded to me until now and he said that he was away, yet, as I already mentioned, each time I called to try to speak to him he was busy, or would be in later. While I was trying to speak to him, he said that I told you to deal with your insurance.  Which, as this being the first time we have communicated, was false.  I think that he must have gotten me mixed up with another customer.  I was trying to state that we had never spoken before and he proceeded to yell over me and then hung up. 
  Am I unhappy about the current situation I have been put in?Of course.  I truly believe that this could have been handled amicably, and avoided reaching out to you.  But this unnecessary matter has been handled (or not handled) so poorly that I felt the need to let you know.  Hopefully this will prevent another person from going through the angst and turmoil my family and I have had to go through. 
  I have attached the emails that were sent (and noted as delivered)as well as a screen shot at some of the phone calls I have made over the past 12 days.  You will also see a listing of the damage that was done to my parked car. 
  Thank you for your time.
  Best,
  ******* ******
  

  
   

   

   

  

  Business Response

  Date: 10/01/2024

  I was away for 9 days. When I reached out to her when I got back she was very nasty and wouldn't let me talk. I don't have to sit on the phone while being cussed out by anyone. Its an insurance matter and I tried explaining that to her and she was very rude and upset. Don't know if she was expecting a different answer that I couldn't give her. Straight forward, I didn't deny that the damage was caused by my driver, simply told her to put a claim in on my insurance. On the other part of her claim that her vehicle was towed illegally is wrong. She was illegally parked in private property and didn't belong there. 

  Customer Answer

  Date: 10/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  He was not away, as he claims.  Each time I called their office (see screen shot attached), the admin told me that he was too busy to take my call, that he was with somebody, that he just left, or he hadn't arrived yet.  I spoke to various employees and each of them gave me a reason for him not taking my call, and none of them were that he was away.  Infact, they took my phone number and checked to see if my emails were received (which they were). 
  I waited for just under 2 weeks for any contact from him.  Finally on Thursday evening, I reached out to you.  At 9:10 am on Friday morning I got a call from **** (around the same time I got an email from you saying that you received my complaint).   He asked me how I was doing, and I said "how do you think I am doing? I have been trying to reach you for well over a week because your employee ruined my car" That is when he got aggressive and extremely rude. He stated that he told me that it was an insurance matter (insinuating that we had spoken in the past, we hadn't).   He raised his voice, spoke over me and then hung up on me.  I sent another email to him (attached above) and received a voicemail from him, which is also attached. You will see (transcribed and hear) what he had to say. 
  I wasn't expecting an answer, just acknowledgement that he was aware of what had happened.  
  I was not illegally parked.  (I live in the area and know how stringent they owner of the lot is.)  They do, however, allow 1- and 2-hour parking.  I was in a spot without signage, so attached is the sign that was in the next row.  It clearly states 1 hour parking.  I went into a store/boutique at 3:40 ish,  and was towed at 3:54 (please see the attached email I received from the city of Boston alerting me of the tow).   The driver was in such a rush to tow my car, (he damaged it so badly that it is now a total loss) as you can see the car had arrived at their lot by 4:42 PM.  All of this was within the hour I was allowed to park.  Regardless, no car should have been damaged that badly by a tow whether they were or were not parked illegally.  (see report of the damage done) 
  Honestly, when I initially started reaching out to ****, it wasn't about the tow, it was about the damage and the inconvenience of my family being put trough with car rentals/ubers, deductibles etc., 
  
  My reason for pursuing this is that his business practices are awful, and should be looked into further.  You can see on yelp that I am not the only one who has been treated poorly/ignored/yelled at by ****. 
  Best,
  *******

• Initial Complaint

  Date:10/25/2022

  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.

  My car was towed by this company several weeks ago in ****************. When I arrived to pick up my vehicle, nobody who works at this location let me know damage was done on the front of my car. I noticed the damaged after I left and notified the receptionist at this company.

  

  Business Response

  Date: 12/07/2022

  We take various pictures of every car that we tow prior to towing the vehicle. In this specific situation the damage being claimed was already on the vehicle prior from the vehicle being towed.

  Customer Answer

  Date: 12/08/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  That is a complete lie. That is why the owner/or manager offered to fix it for free. When I reported the damage to the front desk, the manager came on the phone and explained how one of his employees accidentally hit my car.  I didn't bother to take My car back, in fear they might cause more damages. My front frame was never damaged In anyway. I can understand you will say what you need to protect your business, but dishonest business tactics will only take you so far. Check their Yelp / ****** reviews and see what other customers have said in their reviews. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Fabrice

   

   

  

  Business Response

  Date: 01/06/2023

  My apologies I mixed up the vehicles since there wasn't much info on this vehicle in the complaint.  Yes I did tell her to come back that we would pay the shop next door to fix it.  She agreed and the parts were ordered and she never brought the vehicle back.  At this point we did our part on offering to fix the vehicle she agreed and we handled it how we should. Now if she didn't want us to take care of it the next step is to file a claim against our insurance.  This is not a matter of a BBB because we did the right thing offered to fix the vehicle and if that wasn't an option for her then all she would have to do is put a claim in.

  Customer Answer

  Date: 01/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  First off ,I am a man, do not disrespect me. You never mentioned filing a claim if I didn't want the work done on my car. You basically said you could fix it but your timeframe to take the vehicle was inconvenient. You never mentioned anything about filing a claim. What is the name of your insurance company so I can file a claim?
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Fabrice