Business Profile

Towing Company

Paladin Impound & Recovery, LLC

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Complaints

This profile includes complaints for Paladin Impound & Recovery, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

18 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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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:06/30/2025
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 June 10, 2025, at about 9:26 AM, my 2019 ****** Altima (license plate ******** was towed by ******************** LLC from the *************************************************************************************, to their facility at *****************************************. That same day at 7:51 PM, I retrieved my vehicle and paid Paladin $330 to release it.When I inspected my vehicle right outside the impound lot, I discovered a punctured hole in the rear bumper that was not there before the tow. I immediately reported this damage to Paladins employee, *****, who confirmed the driver did not take photos of the vehicles condition prior to towing. ***** advised me to contact management about the damage and next steps.I promptly contacted Paladins management and was verbally told my claim was denied because the vehicle was backed in and towed from the tires, which they claim made it impossible to damage the bumper. However, Paladin refused to provide a written denial even after my formal email on June 11, 2025, in which I described the incident and attached photos of the damage.There was no puncture or hole before the tow, and the damage was discovered immediately upon pickup, showing it occurred while the vehicle was in Paladins possession. Cecils statement that no pre-tow photos were taken weakens Paladins claim that the damage was pre-existing.On June 25, 2025, I obtained a professional estimate from *******************, ***************************************************************************, which totals $1,112.91 to repair the bumper damage caused during the tow.I am seeking reimbursement of the $1,112.91 repair cost, a refund of the $330 towing fee I paid to Paladin, and coverage of any filing fees needed to pursue this *********** amount sought: $1,442.91 plus any court costs if required. I have made every effort to resolve this directly with Paladin by immediately reporting the damage, providing photo evidence, and formally requesting a fair resolution, but they have failed to accept responsibility.
Business Response
Date: 07/08/2025
It's unfortunate that your vehicle was impounded. Paladin impounded your black 2019 ****** Altima on June 10, 2015. The vehicle was called in by management to be removed. Therefore, a refund of the impound fee is not warranted. As far as the damage to your vehicle, Paladin Impound does not take any responsibility for any damage to your bumper. My reasons are as follows: we impounded your ****** using a wheel-lift tow truck. Our tow truck only makes contact with the tires of the car. Our trucks do no hook up or touch your bumper or any other part of your car. Per AAA guidelines, a 2019 ****** Altima should be towed from the front (which it was). Our truck never touched any part of the rear of your vehicle. Our truck attached to the front tires of the ******. As you can see from the pictures, the ****** was backed in. We did not have access to the rear of the vehicle. Therefore, Paladin Impound denied your claim of damage. You provided no evidence showing that Paladin did any damage to the vehicle. I have no idea how long your vehicle was in the garage but the amount of dust on the car would suggest months.
Customer Answer
Date: 07/10/2025
Good morning **** ****,

Thank you for forwarding Paladin Impounds response.

I do not find the businesss response satisfactory and wish to continue with my complaint.
My vehicle, a 2019 ****** Altima, was towed by Paladin Impound on June 10, 2025, and I paid $330 for its release that same day. Upon immediate inspection, I discovered a punctured hole in the rear bumper that was not present prior to the tow. I reported this to Paladins employee *****, who confirmed that their driver did not take pre-tow photos, removing the ability to establish the vehicles prior condition.
While Paladin states that their equipment should not contact the bumper, the lack of pre-tow documentation and immediate discovery of damage after release strongly support that the damage occurred during the towing process. Dust on the vehicle is irrelevant to the specific damage and the clear temporal connection.
I have provided photo evidence of the damage and a repair estimate for $1,112.91. I am requesting:
Reimbursement for the bumper repair cost of $1,112.91.
Refund of the $330 towing fee, as damage occurred while the vehicle was in their care.
Total amount sought: $1,442.91.
I am seeking a fair resolution before considering further actions through small claims court if necessary.
Thank you for your assistance.

Best regards,
**** ********
Customer Answer
Date: 07/10/2025

Complaint: 23537830

I do not find the businesss response satisfactory and wish to continue with my complaint.
My vehicle, a 2019 ****** Altima, was towed by Paladin Impound on June 10, 2025, and I paid $330 for its release that same day. Upon immediate inspection, I discovered a punctured hole in the rear bumper that was not present prior to the tow. I reported this to Paladins employee *****, who confirmed that their driver did not take pre-tow photos, removing the ability to establish the vehicles prior condition.
While Paladin states that their equipment should not contact the bumper, the lack of pre-tow documentation and immediate discovery of damage after release strongly support that the damage occurred during the towing process. Dust on the vehicle is irrelevant to the specific damage and the clear temporal connection.
I have provided photo evidence of the damage and a repair estimate for $1,112.91. I am requesting:
Reimbursement for the bumper repair cost of $1,112.91.
Refund of the $330 towing fee, as damage occurred while the vehicle was in their care.
Total amount sought: $1,442.91.
I am seeking a fair resolution before considering further actions through small claims court if necessary.
Thank you for your assistance.

Best regards,
**** ********
Business Response
Date: 07/11/2025
THE OWNER OF THE VEHICLE HAS NOT PROVIDED ANY CONCRETE PROOF THAT THE *********** WAS RESPONSIBLE FOR THE DAMAGE. THE OWNER STATING THAT IT WASN'T THERE BEFORE IS NOT PROOF. THERE WAS NO WAY FOR THE *********** TO TAKE PICTURES OF THE REAR BUMPER PRIOR TO ***ING BECAUSE THE VEHICLE WAS BACKED IN AGAINST THE **** IN THE GARAGE. AGAIN, THE *** TRUCK HAD NO CONTACT WITH THE REAR OF THE VEHICLE. WE ***ED THE VEHICLE FROM THE FRONT. PALADIN IMPOUND IS DENYING THE CLAIM OF DAMAGE FOR LACK OF EVIDENCE.
Initial Complaint
Date:05/01/2025
Type:Customer Service Issues
Status:
UnresolvedMore 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 a resident of 2 years at an apartment complex in ******** and my vehicle was towed by Paladin Impound & Recovery on March 28, 2025, at 3 AM. My vehicle was properly registered, authorized, and parked in a resident-only garage with a valid permit issued by the property. I pay for monthly parking and possess a parking permit. The permit had inadvertently fallen onto the dashboard overnight for one night but remained inside the vehicle. While not affixed to the windshield, the lease agreement does not define this condition as grounds for towing, nor does it classify a vehicle in this situation as unauthorized or in violation.I contacted the company via certified mail requesting a refund, clarification, and access to the photographic evidence they claimed supported the tow. They declined to provide the photos unless I visited their facility in person, and failed to cite any lease provision, parking addendum, or formal policy granting them authority to tow a vehicle solely based on an un-affixed, yet valid, permit assigned to an authorized vehicle.I further inquired whether Paladin exercised any due diligence to verify the vehicle's authorized status through the management system, as they should be aware of what vehicles are and aren't authorized outside of just a window sticker. They failed to respond to this question. A failure to take reasonable steps to confirm authorization status prior to towing may constitute negligence or overreach under consumer protection ************ vehicles body work was also damaged during the towing process, which they also failed to address. I am also concerned about damage to my vehicle's all-wheel-drive system due to improper towing.Their listed address was not recognized by **** during my certified mailing attempt, and the physical tow yard does not appear to be a professional business. The company does not have a website, email publicly listed email address, nor formal dispute process, raising legitimacy concerns.
Business Response
Date: 05/08/2025
Paladin and Mr. ****** have exchanged many emails and all of his concerns as it relates to the service Paladin provides were addressed.
At no time did Mr. ****** state/document in email that there was damage to the vehicle, until this complaint a month after the vehicle was towed/impounded.
Mr. ****** readily admits he did not have a permit visibly displayed in his vehicle to park on the property and is required by the property to have and his vehicle was towed/impounded.
In addition the pictures taken show that the permit did not fall in the windshield/dash.
Business Response
Date: 05/08/2025
First, Paladin failed to address all of my concerns in any form of correspondence. They have selectively responded only to points they chose to acknowledge, while repeatedly sidestepping and avoiding the core legal and contractual issues raised.
Second, Paladins claim that I did not report vehicle damage until this BBB complaint is demonstrably false. I informed them of the damage via certified letter (and uploaded to this complaint) on April 9, well before filing this complaint. That letter included not only a description of the damage, but also copies of my lease parking policy, parking addendum, and my valid parking permit, which has been in use for two years. Furthermore, Paladin does not provide any public-facing email or online communication method, which limited my ability to contact them earlier than I did. Paladin did not respond to that letter until April 30, when they contacted me by email, and I reiterated my concerns.
Third, while Paladin is quick to cite my acknowledgment that the lease requires a permit to be displayed, they continue to avoid addressing the actual issue: nowhere in the lease, parking addendum, or posted signage or law does it state that failure to display a valid permit is a towable offense. I sent them copies of my lease parking policy and parking addendum in my certified letter as well as a copy of my valid permit. Moreover, their signage (signage.jpeg) posted at my apartment garage does not explicitly authorize towing for non-displayed permits. The only mention of a valid permit displayed refers specifically to handicapped spaces, not general residential parking.
Additionally, Paladin was required under Maryland Transportation Code to notify me by certified mail within seven days of the tow. They failed to do so, violating Marylands towing laws.
In total, Paladin has failed to address the central concern: there is no lease, policy, or legal document that authorizes the towing of a permitted residents vehicle solely due to a temporarily un-displayed yet valid permit. Rather than providing justification, they continue to repeat that the permit was not visible a point I never denied, but a point they cannot justify. What they have not done is explain how this absence meets the lease-defined criteria for an unauthorized or towable vehicle.
Therefore, I assert that the towing service was not authorized, not warranted, nor legal under any valid policy, and I maintain my stance in respectfully requesting a full refund and potentially a review of Paladins towing practices for compliance with Maryland law and consumer protection standards.
Business Response
Date: 05/08/2025
attached parking signage
Customer Answer
Date: 05/11/2025

Complaint: 23269726

I am rejecting this response because:
First, Paladin failed to address all of my concerns in any form of correspondence. They have selectively responded only to points they chose to acknowledge, while avoiding the core legal and contractual issues raised.
Second, Mr. ******** claim that I did not report vehicle damage until this BBB complaint is demonstrably false and slanderous. I informed them of the damage via certified letter on April 9, well before filing this complaint. That letter included not only a description of the damage, but also copies of my lease parking policy, parking addendum, and my valid parking permit, which has been in use for two years, so they should also have my vehicle on file, noting that I pay a monthly fee for parking. Furthermore, Paladin does not provide any public-facing email or online communication method, which limited my ability to contact them earlier than I did. Paladin did not respond to that letter until April 30, when they contacted me by email, and I reiterated my concerns.
Third, while Mr. ****** and the Paladin employee I had email communications with are quick to cite my acknowledgment that the lease simply states that a permit is required to be displayed, they continue to avoid addressing the actual issue: nowhere in the lease, parking addendum, or posted signage does it state that failure to display a valid permit renders a vehicle unauthorized and does not justify towing. The documents clearly outline what makes a vehicle unauthorized and what is a towable offense. I sent Paladin these documents with my certified letter. On top of that, the signage posted at my apartment garage does not explicitly authorize towing for non-displayed permits. The only mention of a valid permit displayed refers specifically to handicapped spaces, not general residential parking.
Additionally, Paladin is required under Maryland Transportation Code to notify me by certified mail within seven days of the tow. They failed to do so, violating Marylands towing laws. I also have doubts about the authorization of the tow given it occurred at 3 am.
In total, Paladin has still failed to address the central concern: there is no lease, policy, or legal document that authorizes the towing of a permitted residents authorized registered vehicle solely due to a temporarily mis-displayed permit. Rather than providing justification, they continue to repeat that the permit was not visible on the windshield a point that I myself informed them of and never denied. But what they have not done is explain how this absence meets any policy or lease-defined criteria for an unauthorized towable vehicle.
Therefore, I maintain that the towing service was not authorized, warranted, nor legal under any valid policy, and I respectfully request a full refund and a review of Paladins towing practices for compliance with Maryland law and consumer protection standards.
Sincerely,

****** ******
Initial Complaint
Date:12/27/2024
Type:Customer Service 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 on 12/19/24. I purchased parking through a venue for a concert but they did not ask my car info or provide me with anything to place in my window. My car was towed and I was charged $330 for the tow, and I had to pay for an **** to get to the lot. I showed the guy who towed my car that I had valid parking, and he said the ticket provider should reimburse me. He confirmed it was valid parking. Since he confirmed it was valid, I feel they should've reimburse me.
Business Response
Date: 01/03/2025
In order to make an informed response please provide the following information.

1) Date of tow/impound
2) Year, Make and Model of the vehicle
3) Vehicle License Plate# or last 6 digits of the VIN
Customer Answer
Date: 01/03/2025
I have attached the receipt of my tow.
Customer Answer
Date: 01/03/2025
Attached is my receipt
Customer Answer
Date: 01/03/2025
Attached is my receipt
Customer Answer
Date: 01/03/2025
Im not sure if my receipt uploaded.
the date it was towed was 12/19/24
invoice # *****
plate 1EH2380
Customer Answer
Date: 01/06/2025

Complaint: 22726764

I am rejecting this response because:
Im not sure if my receipt uploaded.
the date it was towed was 12/19/24
invoice # *****
plate 1EH2380

Sincerely,

Camryn Singer
Business Response
Date: 01/06/2025
Thank you for the information requested.
In response to your complaint we have found that we Paladin Impound & Recovery performed the service we are contracted to do. We did not issue the permit and from your complaint it appears your issue/complaint isn't with us or the service we provide.
Customer Answer
Date: 01/07/2025
My issue is with your company, because when I showed you my valid parking permit you shouldnt have charged me for the tow.
Customer Answer
Date: 01/16/2025
Hello,

I dont feel it was fair of them to just close my dispute. I sent them the requested information. They told me my parking was valid, therefore, I still feel I should get a refund.
Initial Complaint
Date:11/27/2024
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.
My car was towed from the property at ************************* on Sunday, November 17th . After arriving at the Paladin Impound & Recovery, LLC tow station we found that the vehicle had been severely damaged. We obtained Paladin Impound & Recovery employees acknowledgement of the cars damage along with their signature on the receipt. Paladin Impound & Recovery has refused to provide their insurance details. As a result, I had to go through her insurance company and have them communicate with Paladin Impound & Recovery. On Monday, November 18th it was determined, through an appraiser, that her ***** 2022 had an exploded rear deferential case caused by improper towing. The vehicle was deemed unsafe to drive, specifically for the safety of my girlfriend and her children. To this date Paladin Impound & Recovery has refused to provide their insurance information to her and her insurer. Im requesting the insurance information or atleast to have the company pay the $500 deductible.
Business Response
Date: 12/03/2024
Regarding the towing and impounding of the vehicle in question. The
vehicle was towed/impounded in accordance with the guidelines provided
by Towspec and AAA. Specifically, a Wheel-lift
and dollies method was utilized, which ensures that all four wheels of
the vehicle are lifted and cradled off the ground during transport.

Photographic evidence has already been provided, clearly demonstrating that this
approved method was used. We adhere to industry standards and take care
to follow all proper procedures to ensure the safety and integrity of
the vehicles we handle.
Initial Complaint
Date:11/24/2024
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.
Tow truck driver was extremely rude! Took the vehicle and towed it running. Retrieved it 2 hours later and the vehicle was still running.
Business Response
Date: 12/03/2024
Please provide the following information so we can investigate.
Date of Impound/tow, year, make & model of the vehicle.
The location the vehicle was towed/impounded from.
The licenses plate number or last 6 digits of the VIN.
Thank you
Initial Complaint
Date:09/05/2024
Type:Sales and Advertising 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 wrongfully towed when I had my parking permit on my dashboard and now the towing company wants to illegally extort money from me. The towing company took pictures of my war at certain angles in which my permit would not be visibly seen in order to justify extorting money from me. The towing company has both of my parking permits too. This company should be held liable of their illegal operations.
Business Response
Date: 09/06/2024
In order to respond to your complaint please provide the following information;
Date of tow/impound
Year of Vehicle
Make of Vehicle
License Plate Number OR
Last 6 digits of the Vehicle Identification Number
Initial Complaint
Date:08/21/2024
Type:Customer Service 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 with out due cause . At the *************** apartments in ************ , Md ***** . You have to have a visitor pass between the hours of 11pm-6am. I had a visitor pass in my front window Very visible ! I have taken pictures of where the pass is placed for proof . My car was still towed on August 20, 2024 . I hv had my car parked on the ground for a year with no issues / being towed as I hv a visitors pass which is visible . I had to pay $280 to get my car out and the resident had to take me to the impound lot causing both of us to be late for employment . I hv requested the apartment complex or the towing company reimburse me as the visitor pass is visible and there and this was unjustly towed . Again I hv a picture of my pass being visible . When asked on why they towed it the cashier / *** said , idk I mean u hv a point . And I still had to pay !! BBB please provide guidance on how to recoup my funds or shut this place down . These reviews are just as horrible . Again I hv been parked here a year no issues same spot ! Picture is uploaded
Business Response
Date: 08/22/2024
Please provide the following information so we may research and respond accordingly.
Year of vehicle?
Make of vehicle?
Model of vehicle?
Vehicle License plate number?
Last six digits of the vehicle identification number?
Initial Complaint
Date:07/19/2024
Type:Customer Service 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 May 26, 2024 my car was stolen from my residence. It was towed without my permission. I was parked with a parking permit. I called the police to report my car stolen, called all credit cards to inform, reported to my insurance about stolen car. Police officer said "you will probably never see your car again. It is probably in pieces by now." There were 2 other cars towed same time. Neighbor saw the tow truck taking my car during the night. I received a called from the police officer that my car was at Paladin Towing. I could go and pick it up. I notified my sister of my stolen car and she came down to calm me down, Then we found out it had been towed. I reported it stolen at 9 am and finally drove away from the impound lot at 2 pm/ I lost a whole day, and was very upset. I asked the man at the window why my car was stolen and he replied "I" dont know mam, I just work here." He also told me our contract with our property had expired. i wanted to talk with the owner, but was told they were not available. I asked about some compensation for all my stress and the agrivation of this ordeal. I was told they could not give my anything. This was the Friday before Memorial day and the resident manager was on vacation. She told the maintenance person we had no contract with the towing company and would help me when she returned on Tuesday. The manager set up an appointment with the manager of the towing company. I was waiting to talk with him myself. When he came in the door I said "Hello *****." He said "wow you have a good memory" to which I said "I will NEVER forget that day!" I explained my frustration about my car being stolen and I thought I should be compensated for my agrivation and stress. He apologized and said the business had just been acquired & decided to check out the property, with tow trucks He asked how much and I said $1,000. I did not have to pay anything but I decided on the amount of $250. He agreed but I would have to sign a ***.
Business Response
Date: 07/22/2024
Please provide the following information so we can research your specific tow/impound and provide you with an informed response.
Thank you
Date of tow
Year of Vehicle
Make of Vehicle
Model of Vehicle
Vehicle Identification Number(VIN)
Tag #/State
Initial Complaint
Date:06/24/2024
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.
My vehicle was towed on 6/8/24 at 1:35 pm est. I was informed that the fee for the tow was for 14 hours. Per review of the invoice and the time I picked my vehicle up it was 5 hours at $25.00 per the attendant at Paladin. There is egregious abuse in the amount I was charged and a conflict with the hour stated on the invoice. I was verbally told I was charged for 14 hours when in fact it was 6 hours and I am do a refund. I have evidence that will verify the time my vehicle was towed.

If this is not resolved within a reasonable amount of time I am filing a complaint with the Consumer Protection office in my county. I will be notifying the corporate office for my TGM.
Business Response
Date: 06/24/2024
In order to provide an informed response we will need the following information:
Year, make, model and license plate number of the vehicle.
The address from which the vehicle was towed/impounded from.
The phone number used to call our office in which you claim you were given erroneous information.
Thank you
Customer Answer
Date: 07/01/2024
***BBB Note: Please note that this complaint was sent with documentation attached with the vehicle information requested. Please review the attached document provided with this email, and the initial complaint. ***
Initial Complaint
Date:05/13/2024
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.
I am writing to file a formal complaint against Paladin Impound and Recovery LLC for the theft of my vehicles exhaust system. On May *******, I had my car towed by Paladin Impound and Recovery LLC illegally from my reserved parking spot that I pay for at my apartment complex. When I went to retrieve my vehicle from their impound lot, I discovered that the exhaust system had been completely removed from my car and replaced with a cheaper exhaust. This act of theft by Paladin Impound and Recovery LLC is not only unethical but also illegal. I have tried to resolve this matter with the company directly, but they have refused to take responsibility for their actions and have not provided any compensation for the damages they have caused.I believe that this behavior is unacceptable and goes against the values of honesty and integrity that businesses should uphold. I am seeking your assistance in resolving this issue and ensuring that Paladin Impound and Recovery LLC is held accountable for their actions.I kindly request that you investigate this matter and take appropriate actions to address the misconduct of Paladin Impound and Recovery LLC. I also urge you to consider taking any necessary steps to prevent similar incidents from occurring in the future.Thank you for your attention to this matter. I look forward to your prompt response and resolution to this issue.Sincerely,Shaion
Business Response
Date: 05/20/2024
Paladin Impound towed a 2015 blue ******* Elantra at 6:39 AM May 11, 2024 for failure to display the required reserved space parking permit. The leasing office manager requested the car released at no charge because the leasing office failed to provide *** ***** with the required permit. *** ***** redeemed her car at 10:42 AM May 11, 2024, at no charge. *** ***** then made a complaint on the tow lot that a piece was missing under from her car. I obtained her verbal consent to lift her car with a tow truck to verify her complaint. I asked *** ***** to point out anything that appeared to be missing or damaged. She responded, in the presence of two witnesses, that nothing was missing and "It's Fine." I asked her "Are you certain?" and she responded "It's fine. Nothing is missing." *** ***** drove off the tow lot and called the Baltimore City Police. She then complained to the apartment leasing office. *** ***** changed her complaint from "A piece was missing" to an allegation that we stole her entire exhaust system and replaced it with a cheaper exhaust system, all in a four hour time span on a Saturday morning from 6:39 AM to 10:42 AM. This claim is absolutely incorrect and meritless. *** ***** made no actual financial claim for damages against Paladin Impound. She provided no proof of purchase for the exhaust system she claims to have purchased nor where it was installed. She provided no receipts of when she purchased her exhaust system. She did provide two photos that clearly support our claim that her exhaust system was completely intact. The photos she provided show a weathered exhaust system that has zero fresh weld or tool marks which would necessarily be present on an exhaust system that was installed in the last four hours. Nothing appears out of place or missing and seems to have been properly installed. It is our belief that *** ***** is painfully mistaken or patently malicious in making this baseless allegation against Paladin Impound.
Customer Answer
Date: 05/21/2024

Complaint: *****************************************************************************************************************************************************

I am rejecting this response because:
I did not tell them or the witness nothing was missing, they offered to life my car up for my to take a pictures of my missing parts. I was also on the phone with the Manager from the leasing off who heard the whole conversation and I also informed her of what was missing before I hung up. When I was talking to the ************** manager she could also hear what was being said and she told me to call the police.
They were ******* me to get off the lot so they could closed the gate, thats when I said its fine Ill leave the lot. Im missing the undercarriage cover and the exhaust. The undercarriage cover was paid for by my insurance company and I can get a copy of the repair details for the company and I brought my car to Midas and I can get the information from them also about my missing parts. They are not being honest for forthright with the information they provided you.

Sincerely,

****** *****

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