Complaints

This profile includes complaints for Boulevard Garage, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Boulevard Garage, Inc.

  262 Shrewsbury St Worcester, MA 01604-4620

  
• 

  Boulevard Garage, Inc.

  550 Franklin St Worcester, MA 01604-2977

  

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:01/21/2025

  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 1/19/2025 the city of ********* issued a winter parking ban. My vehicle was parked on ********** ** and flagged for a violation of the parking ban despite improper communication of the allowed side of the street for parking. My vehicle was towed between the hours of 11pm on the 19th and 2am on the 20th. I heard a commotion on the block at around 1:30am where I went out to find my vehicle missing and fresh tire marks in the snow as it was still snowing. Upon arriving at Boulevard Towing the employees were instantly rude and told me they were cash only, where they have an ATM with large fees. When I had called on the phone, I was told my charges were $180, which I had brought, despite the maximum penalty in the state of ************* being $132 and $35 for holding fees. Arriving around 9:30am on the 20th, at the counter suddenly my charges were now $210 and they charged me two days storage for a total of $70, marking my car as having arrived at 11pm even though it absolutely did not. Even if the car had arrived at 11pm, it would be completely unreasonable to retrieve it within the time before its considered another day passed. There was no communication from the company that my vehicle had been towed and the ********* *** opens at 9am. Upon retrieving my car, the parking brake was stuck down showing to company made no attempt to release the brake manually potentially causing damage to my all wheel drive vehicle. Once I got to my car which was down the block, I was not provided with any assistance in clearing snow/ice and was rushed into driving my car in potentially dangerous conditions.

  

  Business Response

  Date: 02/04/2025

  Dear Sir,

  You are correct that you car was towed due to Winter Parking Ban that the City of ********* established.  ***********police ticket the vehicles and then we are directed by the ***********police to remove any cars that they deem in violation of the parking ban.  We were in the **************** area of *** from 10pm-1am.  Your paperwork indicated it was towed on the 01/19/24 at approximately 11pm.  As far as how they announce the parking ban and notify residents and visitors that is done by the City of **********  They use social media, and text alerts announcing the parking ban.  You have to sign up for the text alerts through the City of *********** website.  

  The fees are set forth by the *** and we are guided by those.  The hook up fee in ** is $132.00 The storage rate is $35.00 per day.  There is also a mileage and fuel surcharge that is set forth as well.  Your car was towed on 01/19/24 and retrieved on 01/20/25.  You were charged the two days storage of $70.00.  You could have used a credit card to pay for the fees as long as your ID matches that card and you are present in the office to pay for the towing invoice. I apologize if someone told you otherwise.  

  If we tow a car and the parking brake was up.  We release it when towing it and when dropping the car in the impound they will secure the brake as we found it.  

  Your car was retrieved from out lot 3 approximately .3 miles from our office.  There you are responsible for clearing the snow off of your own vehicle.  We do not clear snow from customers cars.  Being in *********** most drivers have a snow brush of some kind in their cars.  I don't believe you were rushed to get your car out of the lot.  As we had an employee on site until 9pm that evening and no one was leaving and certainly not rushing anyone.  

  We will not be authorizing a refund as we were authorized by the City of ********* to remove the car for the winter parking ban.  I would suggest that if you have questions about the ban visit the City of *********** website.

   

  Customer Answer

  Date: 02/27/2025

  Complaint: ********
  
  I am rejecting this response because:

  New evidence obtained from a neighbor, attached along, confirms that my car was actually towed at around 10:30PM on January 19th, 2025 - prior to the parking ban going into effect at 11:00PM. This evidence further solidifies that my car was removed in direct violation of the ordinance. While I appreciate the apology on behalf of your employee, the manner in which I was treated still remains completely unacceptable for a business.

  Throughout my interaction with your staff, I was repeatedly subjected to remarks about my out of state plates, which were both unnecessary and unprofessional. When I questioned the unjust removal of my vehicle I was told, "You will walk to your car" which conveniently in your lot is way down the block which was covered in ice and snow. Furthermore, when attempting to discuss the manner in a civil way, an employee responded with "We towed 400 cars last night, give me a **** break." This level of customer service is inappropriate, especially for individuals being forced to pay for the release of their own vehicles.

  Additionally, the set-up of your business should raise some serious concerns. Firstly, towing prior to the effect of the parking ban, and secondly the presence of an on-site ATM. Combined with the selective acceptance of credit card payments, suggests questionable business practices that unfairly inconvenience those affected by your services.

  I look forward to hearing back promptly, including an explanation of why my vehicle was towed prior to the parking ban, the ticket that appeared on my window which is not seen in the image, and what steps that will be taken to address the conduct of your employees.

  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 03/02/2025

  Dear Sir,

  I have confirmed with the City of ********* and also attached one of their social media announcements when the parking ban began. Your car as I stated earlier was towed at the direction of the *********** Police Department due to the snow ban.  We do not tow off a public street unless directed by the ***. That being said if they directed us to tow it before the ban that information would be documented by the ***. But in this situation it was in fact during the parking ban. 
  The City of ********* also requires us to have the ATM in our office as part of our contract. It for the convenience of our customers if they choose not to use their credit cards.