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:10/03/2022

  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.

  First let me say this company has many documented cases of over charging and it's bad enough that someone started an entire website about it. On yelp there is a video of a car being towed without proper attachment so that when they stopped the car ran into the truck. Here's my part. My car was towed from apartment complex because my parking pass had fallen down so that's not the issue. The issue is they overcharge in several ways. They are only open **** on weekdays, compared with most other companies that are 24h. This allows them to charge for extra storage days because you physically can't get the car. How can they charge you to store your car for days you have no way of getting it back? Additionally the legally allowed *** charge for unsecured car storage fee is $17.50 a day. It was unsecured when we got there and I have a video proving that but it's too big to attach so I included some pictures. Their fee of $35 is the legal *** (if it was secured) however this is much more than other companies/locations which speaks to their predatory behavior. In ****** cars towed by the city are charged $15 a day ***. They also charge a "certified mail fee" which is a real thing but certified mail at the post office is $4. They charge $30. Another fee they charge is "cleanup" fee but this is a normal car that had not been in an accident and would cause no damage to their truck that would require cleaning if they moved it properly. Yet another problem is their $50 "administration fee" that is not accounted for in the state regulatory rules (screenshot included) and from what I can see might very well be illegal. What we are seeking is $26 back for overcharging for the certified mail ($30 minus the actual cost of $4) the $50 administration fee, and the $50 clean up fee. Thank you.

  Business Response

  Date: 10/03/2022

  Charges go as followed: Towing charge of $108.00, $7.20 mileage, and $35.00 a day storage for six days. No other charges you have listed were charged for this tow. Vehicle was behind a fence in a secure storage facility, whether the gate being open is not your concern. Vehicle could have been released if owner called. There is no refund of charges you never payed for. 

  Customer Answer

  Date: 10/04/2022

  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 # ********. 
  
  Thank you for your response. Three issues. One, we live 2.9 miles away. You lied about what your odometer said so you could overcharge us for mileage. Second, the fact that the gate is open IS my concern because if you are saying it is secured when in fact it was not then we should only be charged $17.50 per day. You weren't securing anything. We walked right up to the car. Third, we did call Saturday and Sunday several times. You did not answer. So it's not fair to charge us for those days when there is no way we could get the car back. Therefore, I am requesting that you return the fraudulent mileage charge, honor the legal maximum for unsecured storage at $17.50 per day, and to not be charged for days we could not retrieve the car. This is only fair. 
  
  325-(17.50x6)-(2x17.50)-7.20= $177.8 is what you owe us back. 
  
  
  Regards,
  ******
  

  Business Response

  Date: 10/05/2022

  Charges go as followed: Towing charge of $108.00, $7.20 mileage, and $35.00 a day storage for six days. No other charges you have listed were charged for this tow. Vehicle was behind a fence in a secure storage facility, whether the gate being open is not your concern. Vehicle could have been released if owner called. There is no refund of charges you never payed for. 

  Customer Answer

  Date: 10/06/2022

  You just sent the same message basically? I understand how a refund works. But the lot was not secured and you did not allow us to get the vehicle on Saturday or Sunday. We tried. You did not answer. Therefore you owe us that money back. At the very least you owe us for Saturday and Sunday storage and the mileage charge.