Complaints

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

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  Paladin Impound & Recovery, LLC

  4215 Mortimer Avenue Baltimore, MD 21215

• 

  Paladin Impound & Recovery, LLC

  3001 Wilkens Ave Baltimore, MD 21223-3219

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:03/22/2024

  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.

  The tow company damaged my vehicle when they towed it and is trying not to take responsibility for it.

  Business Response

  Date: 03/30/2024

  In order to provide an informed response please provide the following information:

  Date of tow/impound?
  Year/Make/Model of the vehicle towed/impounded?
  Last 6 digits of the *** (Vehicle Identification Number?
  Tag State & Number(if applicable)?

• Initial Complaint

  Date:01/10/2024

  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.

  10/29/2023 - my 2021 BMX X5 was towed without the property manager's approval/knowledge
  10/29/2023 - The visitor pass was properly displayed
  My car was damaged by the tow and the Paladin advised I waited too long to advise them (on/around Nov 7th) of the damage which I did not notice until early November. I requested the ability to place a claim and was declined. As a 30+ year insurance professional, there is no time limit to place a claim of this nature. They were rude and dismissive. I requested a copy of their insurance certificate and was denied. I have uploaded the pics of the damage to my car. I have yet to get an estimate as Paladin is responsible for the damage to my car.

  Business Response

  Date: 01/11/2024

  In order to properly respond to this complaint, please provide the following information.

  Address from which the vehicle was impounded.
  Last 6 digits of the VIN or Tag # of the vehicle.

• Initial Complaint

  Date:11/02/2023

  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 Warfield 3 townhomes at 9:15PM Nov. 1st.
  I arrived at Paladin towing 4:15 pm on Nov. 2nd to get my vehicle and paid the 375$ fee.
  I was told they cannot move my vehicle because their isn’t someone to move vehicles in front of mine.

  Business Response

  Date: 11/13/2023

  In order to respond to this compliant we require the following information:

  The year, make, model of the vehicle as well as the tag# or last six digits of the VIN.

   

  Thank you

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 deployed overseas on or around April of 2020 and asked a friend to pick up my van (2019 **** Transit Van, white) while Im away. She picks it up from my residence to her address at ********************************************. She left it at the visitors spot but did not extend for the day, it got towed the next morning (May 30, 2023). She went over to the business to retrieve it, but they refused to release because its not in her name. I called/emailed them with drivers license, vehicle information given permission to release to her, again refused, nor respond. They gave her a form for a Power of Attorney (POA). I had it signed notarized and sent to them but again they rejected it, they wanted a specific notary they said. We explained to them i was overseas but they wouldn't listen. I had to find a ********** to have a new POA notarize and sent to them via ****** Upon receipt, they changed they daily charge, when we said fine lets just go ahead and pay, they said, they don't take card and that we must give them cash, after a few days of back and forth, they said they'll release the vehicle if we gave them $4000 cash. I asked my friend (******) to have it paid and just get the van out and we could deal with the matter civilly upon my return, they informed her they vehicle was all the way in the back and that she had to come back a couple days later. Now, we are being told to give them $9000 cash or the vehicle will be scrapped. They claim to have received permission from the city to this. I have asked them to provide me the contact of the person or business with my vehicle and they have not been able to do so. This has been ongoing for months and this is a clear attempt to extort and defraud. They have dragged this case on for a while and the **************** our attorney has advised us to pursue possible fraud through this venue. Their behavior has caused us additional stress to me and my family while I'm overseas. Thank you for your attention to this matter.

• Initial Complaint

  Date:02/01/2023

  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.

  On January 27th, 2023 my 2014 Nissan GT-R was towed from my apartment complex at 10125 Junction drive, Annapolis junction MD. The reason being that a handicapped parking sign was installed same day in the spot that I usually park at while my vehicle was still parked there, the resident who had that sign installed called the towing company Paladin impound and recovery to tow my vehicle. The next day I realize my vehicle is gone and go to Paladin to get it back, after some issues with registration the following day Sunday I was able to retrieve my vehicle. Once I was inside the tow lot I noticed my front bumper and lip had bad damage and was completely cracked/broken. I told this to the worker at the lot and she told me to note it down and contact the "main office" after 8am the next day. I got my vehicle checked out on a lift at a shop the next day and noticed scrapes on my rear diffuser with damage as well. I called paladin on the 31st of January to receive compensation/file a claim for my damages and was told my car was already damaged beforehand. I asked for pictures to prove this and was told that they would not be able to show me unless taken to court. I luckily have high quality pictures from the exact day my car was towed, a few hours before it was towed to show that the car had no previous damage. I need my compensation.

  Business Response

  Date: 02/09/2023

  This person claimed damages to the front lip of the front bumper of his car. We legally towed the car and took photos of the pre-existing damage prior to touching the car. We preserve the photos as evidence. The person opened an insurance claim against us to seek compensation already and is therefore not entitled to any further compensation.

  Customer Answer

  Date: 02/09/2023

  
  
  Complaint: 18960093
  
  
  
  I am rejecting this response because:

  The tow company is now committing insurance fraud as well. They damaged my car and took photos after the damage in a completely different environment while the car was already lifted up and are trying to tell me that the damage was already there. Funny enough, made a mistake and submitted photos of the car without the damage as well so can't cover their tracks. Hilarious. I will make sure their actions are reported. 

  I have included the photos they submitted and how the car looks after the damage. You can clearly see the damage was not there previously even in their own photos.

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

  Business Response

  Date: 02/15/2023

  The driver took photos prior to towing the car in the parking space that show pre-existing damage to Mr ***'s front lip of his bumper. Additional photos taken once the front of the car was raised on tow dollies show extensive damage completely inconsistent with tow dollies but instead very consistent with curb and road scrapes, cracks and chips to the front lip. All photos were submitted to the insurance company when Mr *** opened his insurance claim. The evidence does not support Mr ***'s claim.

  
  

  Tom ******

• Initial Complaint

  Date:12/18/2022

  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.

  I live in concord at russet in Maryland and I pay a monthly fee of 50 dollars to park my car in the parking garage on our property. On Sunday morning 17 December 2022 I go to the parking garage to retrieve my car and it is missing . Immediately thought it was stolen because I have a valid parking pass. I called Paladin tow truck company because their number is plastered all throughout the garage and trying to make sure they didn't have my car. They informed my they had my car and informed me I was parked in a reserved parking space but I was not . The parking space is not marked reserved the only reserved spot is the handicap space and I was not parked there. I went to the establishment on 7066 KitKat rd and saw my car squeezed in between multiple cars the place looks to be someone's home it's no marking anywhere. After paying 325 dollars to get my car back I noticed damage to the front of my car where the tow truck towed it . I tried ringing the bell again to get the information so I can get the car fixed and she never came back to the door she only called the police on me. And said it threatened her. This business is completely unprofessional the environment is dirty and I felt extremely unsafe there.
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2022/12/20) */
  We will not dignify outright lies with a well reasoned explanation. Facts: 1. Towed for being parked in a reserved space with photo proof. 2. We have photos of the alleged damage BEFORE we touched or towed the car. 3. We called Police to our tow lot due to threats of violence with a gun.
  See you in court

• Initial Complaint

  Date:08/26/2022

  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.

  Paladin recovery is extremely rude and unprofessional tow service that has a contract with my current apartment community. My vehicle was towed and when I retrieved my vehicle had writing on the window. No one on site at the time of pick up was able to remove the writing so I was instructed to call the office the next morning when management was available. Upon calling the office to seek guidance on how to remove the writing I was informed that although they were responsible for the writing it was not their responsibility to remove it. I asked for instructions on how to remove it and was informed that she didn't know it was simple chalk just remove it. This type of treatment should be unacceptable of a business. When towing a vehicle, it should be returned to the owner exactly the way it was received regardless of the reason for the tow. Unprofessional, rude, and very discriminatory treatment is unacceptable
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/08/26) */
  We are required to inventory and process vehicles stored on our lot by State and local laws.
  The window markings are washable.
  We understand that it is unpleasant and inconvenient to deal with being impounded. However;no refund will be issued.
  
  
  Consumer Response /* (3000, 7, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business did not return my vehicle to me in the same condition prior to the tow. I recieved a follow up response that the writing was washable, however once I paid the fee for the tow, I should not be responsible for removing the writing that was put on my car by the business. Also, the writing was not easily removable, I tried but was unsuccessful (see video attached). In order to get the writing off, I had to paid a fee to have it scrapped off. I called several times to seek assistance by the business responsible and was not successful. I will like to be reimbursed for the inconvenience and fee to have the writing removed.