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:03/25/2024

  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 vehicle was towed on 2/19/24. From a luxury apartment complex. I picked my vehicle up on 3/25/24. Upon picking the vehicle up the car was covered in mouse droppings. The establishment had the keys to my vehicle because the owner tried to purchase my vehicle predatory from me and asked me to bring him back the title. The manager and staff made derogatory and discriminatory comments to me. The receptionist that answered the phone stated that they have all types of animals to which obviously got into my vehicle. However the manager tried to deny it and said I went looking for droppings. The way in which I was treated and spoken are down right immoral. In addition, my vehicle shouldve never been towed it has a green sticker on the vehicle that is used for when a vehicle is immobile. The car was having some transmission issue and would go backwards so at the time I couldnt take it to the top floor. According to state law they are responsible for any damages to a vehicle once it has been towed. If they couldnt properly store the vehicle then they should return all storage fees, in addition to the amount requested due to their intolerable and rude behavior. That is not a practice that a business should conduct themselves. For any paying consumer no matter what the circumstances in which they are doing business with them. Making comments about me picking up my sons medication are uncalled for. He is a child and unable to defend himself and has no knowledge of the situation. Prying into my personal business in order to make money for yourself by trying to get me to hand over my title is predatory and vulture behavior. Absolutely sickening, this company shouldnt be allowed to do business. Until a thorough check of their premises are conducted. You can not charge storage fees and have vehicles subjected to pest, animals, damage from trees or weather. If you dont have the proper facilities to store the vehicle than dont tow it

  Business Response

  Date: 04/02/2024

  CARS OF ANY AND ALL TOW COMPANIES ARE STORED IN A LOT OUTSIDE.  THE OWNER LEFT THE VEHICLE SIT FOR MANY MANY DAYS PRIOR TO PICKING UP.  We do not go into any vehicles. Her car was sitting somewhere other than our lot prior to the tow and we also do not know for how long?. No one can claim where her mouse droppings came from. I have NEVER had this complaint in all our years of business since 2005. No matter where you leave a car sit, you cannot control wildlife of the outdoors. This is just plain common sense. No refund. 

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21483592
  
  I am rejecting this response because: You have falsified information, you had access to my vehicle because you all had the key you went I. The vehicle and rummaged through leaving glove compartment etc opened to retrieve the medication I asked for. The law states that while towed your company is responsible for any damages. Please respond in cohert sentences when addressing a business matter with facts. Please respond with images of your tow lot. Vehicles towed from a covered lot should be covered. Quite frankly, youre rude, ignorant,  bottom feeders looking for a dollar. Who tried to scam because you thought you could left the vehicle in any condition and you lack the moral compass to admit that was the case. I would never dare be any where a mouse would be. Leaving my car sitting there made you money so if youre so good you would care about paying back for the damages. Your line of work isnt a business to be proud of you dont get a metal for getting money from a predatory practice. And if you feel so strongly upgrade yourselves from the cheap conditions you have and invest in a covered lot so peoples vehicles arent damaged by the shack and trashy conditions that you call a business. You can keep the money since your so hard up for it and invest in your trifling business. Trash! 

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

• Initial Complaint

  Date:03/20/2024

  Type:Billing 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.

  My car was towed on Tuesday 19 March from my girlfriends address of *************************************** ***************** at 10:41 AM by the company NCR *********************************************** LLC. My girlfriend has been living at that address for two and a half years and we have used street parking the entire time. Firstly, we were given no warning for new "No Parking" signs that were placed in the neighborhood. Secondly, upon arriving to the towing company, there is a sign that states "CASH ONLY! *** Located at ******" and there was NO *** on the premises, and they would ONLY accept cash. After driving off premises to the nearest Sunoco at ****************************** the *** was NOT operable. Because of this I had to drive further to CVS. This is in direct violation of **** Arundel County Code 2005 Article 11 Title 16 Subtitle 2 (********* Rates, Charges, and payment) (c): "In addition to accepting cash payments, a towing company engaged in nonconsensual towing and storage facility must provide evidence to the Department confirming acceptance of at least two nationally recognized major credit cards or provide an operable automated teller machine on the premises to obtain cash for payment of all towing, recovery and storage charges. In the event a towing company or storage facility engaging in nonconsensual towing is unable to process a vehicle owner's credit card or accepts only cash payment and there is no operable automatic teller machine (***) on the premises, a vehicle owner may pay for the towing fees necessary to retrieve his vehicle by a personal check....". Thirdly, there is absolutely no breakdown of charges amounting to $360. This is not an accurate detailing of why I was charged this sum. According to the ********************************* (in accordance with COMAR 11.07.03.15) the maximum charges a Towing Service can charge for a Passenger **************** < ton is $175. There are also NO additional services rendered or special equipment listed on the receipt to explain additional expenses.

• Initial Complaint

  Date:11/12/2023

  Type:Billing 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.

  This violation occurred Nov 10, 2023. A vehicle was towed. The company mentioned here has no clear policy online or available as per our request. However they are changing their statement with each phone call. Claiming policies that are not written anywhere. What they are actually doing is charging the customer for their bruised ego and emotions. Businesses should have clear written policy if they are going to charge customers. Otherwise this is price gouging which I thought was illegal. At this point they are holding my car hostage which is theft. We have the money to pay but they are refusing to release the car. Why am I paying extra? They are deciding to add penalties without cause. Where does it stop if business just get to make up fees as they like? I need my vehicle release without the added cost.

  Business Response

  Date: 11/14/2023

  This customer made 3 separate appointments to retrieve vehicle on Friday evening, then Saturday throughout the day. She never showed up to retrieve her vehicle and did not call to reschedule or cancel. We explained the fees that were due at that time of her appointments. She called on Monday and was told her fees and they were broken down to her by one of our associates. She showed up on Monday afternoon, claiming she was unaware of the $25 storage fees per day.  When she arrived, she was aggressive and looking for an argument, (claimed she was not made aware of the fees), which we did not engage in the argument with her. The policies are very clear and written in AA County code that all tow companies abide by and charge. We believe the miscommunication is actually on her, it is difficult to explain or talk to someone who is yelling and not listening...

  Business Response

  Date: 11/14/2023

  This customer made 3 separate appointments to retrieve vehicle on Friday evening, then Saturday throughout the day. She never showed up to retrieve her vehicle and did not call to reschedule or cancel. We explained the fees that were due at that time of her appointments. She called on Monday and was told her fees and they were broken down to her by one of our associates. She showed up on Monday afternoon, claiming she was unaware of the $25 storage fees per day.  When she arrived, she was aggressive and looking for an argument, (claimed she was not made aware of the fees), which we did not engage in the argument with her. The policies are very clear and written in AA County code that all tow companies abide by and charge. We believe the miscommunication is actually on her, it is difficult to explain or talk to someone who is yelling and not listening...

  Customer Answer

  Date: 11/19/2023

  I am rejecting this response because: this response is inaccurate and at this point a lawsuit will have to be filed.  I am surely not the first but something must be done.  We were told other than what is stated here I will be adding to this later when I get home to speak with my wife.  Again, this is a scam done far too often by towing companies.  
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 11/19/2023

  I am rejecting this response because: this response is inaccurate and at this point a lawsuit will have to be filed.  I am surely not the first but something must be done.  We were told other than what is stated here I will be adding to this later when I get home to speak with my wife.  Again, this is a scam done far too often by towing companies.  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:08/16/2023

  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.

  I am a current resident of the Elms at ******** ***** and have my vehicle registered to the property (Vehicle Information as well as License Plate Number). Recently, I have encountered vehicle vandalism in which my windshield was broken, I had to replace the windshield at my own expense. I have been given instructions to not adjust or mess with the windshield and its components for 1 week to let it heal. I ALWAYS have my parking permit in the vehicle at all times, but could not display it in the proper position on the night of my vehicle getting towed. According to the receipt, at 1:41AM on August 14, 2023 my vehicle was towed due to the "permit not displayed on windshield", although it still being in the car at the time of towing. I wake up in the morning on August 14th for work and my vehicle is gone (with no warning, notification, or any message signifying that the towing took place). I am left with an empty parking spot with the vehicle no-where to be found. I had to call out of work for the full day to deal with this issue. Upon figuring out that my vehicle was towed, I called and requested information as to why it was towed and vehicle retrieval process. The representative was not giving me an option to pay by card at all, and was enforcing $360 CASH ONLY, which was very sketchy. In addition, they gave me no other option to prove ownership of my vehicle besides sending them the info by email. Upon getting to the business location to retrieve my vehicle, there was a person in a truck blocking the entrance and waiting for me to give him the money so he could open the gate. My concerns were not addressed at all, and I have been told to contact company management for questions. According to Anne Arundel County Law (§ 11-16-205. Rates, charges, and payment.), the towing company must first try to charge the customer via card method before attempting cash payment, no ATM machine availability/presence was mentioned to me whatsoever (neither verbally nor in writing).

  Bureau Response

  Date: 08/16/2023

  Karen *****
  NCR Towing and Recovery 
  **** *** ******* *** *** * ******** ** *****  
  
  Dear Karen *****: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 8/15/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Oleksandr *******

  ******* ** *****

  Daytime Phone: ###-###-####
  E-mail: ********************  

  The details of this matter are as follows:

   

   

   

  Customer’s Statement of the Problem:
  
  I am a current resident of the Elms at ******** ***** and have my vehicle registered to the property (Vehicle Information as well as License Plate Number). Recently, I have encountered vehicle vandalism in which my windshield was broken, I had to replace the windshield at my own expense. I have been given instructions to not adjust or mess with the windshield and its components for 1 week to let it heal. I ALWAYS have my parking permit in the vehicle at all times, but could not display it in the proper position on the night of my vehicle getting towed. According to the receipt, at 1:41AM on August 14, 2023 my vehicle was towed due to the "permit not displayed on windshield", although it still being in the car at the time of towing. I wake up in the morning on August 14th for work and my vehicle is gone (with no warning, notification, or any message signifying that the towing took place). I am left with an empty parking spot with the vehicle no-where to be found. I had to call out of work for the full day to deal with this issue. Upon figuring out that my vehicle was towed, I called and requested information as to why it was towed and vehicle retrieval process. The representative was not giving me an option to pay by card at all, and was enforcing $360 CASH ONLY, which was very sketchy. In addition, they gave me no other option to prove ownership of my vehicle besides sending them the info by email. Upon getting to the business location to retrieve my vehicle, there was a person in a truck blocking the entrance and waiting for me to give him the money so he could open the gate. My concerns were not addressed at all, and I have been told to contact company management for questions. According to Anne Arundel County Law (§ 11-16-205. Rates, charges, and payment.), the towing company must first try to charge the customer via card method before attempting cash payment, no ATM machine availability/presence was mentioned to me whatsoever (neither verbally nor in writing).
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Refund; Updates to the information stated on the business website. Specifically, the website states that payment(s) can be made via credit, debit, or cash. I was enforced to ONLY pay cash. The website states to bring the documentation physically with you in order to provide proof of ownership of the vehicle. However, I was enforced to send it via email (which is proven to be non-secure). This is falsified/inaccurate information and pursuable by court means if not updated!
   

  Bureau Response

  Date: 08/16/2023

  Oleksandr *******
  
  ******* *** *****
  
  
  Dear Oleksandr *******:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/15/2023 against NCR Towing and Recovery.  Your complaint was assigned ID ********* 
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Business Response

  Date: 08/16/2023

  The property rules are to have a permit displayed. It would have been your responsibility to contact your community to let them know your situation, then arrangements may have been made not to tow vehicle. We do have an ATM on site and the law actually states that we can require cash if we have an atm. We are very well aware of all towing laws and strictly abide by them as we have been at the council meeting for every law pertaining to towing. This tow could have been avoided with a simple call to your management company, which you failed to do. The tow was justified. 

  Bureau Response

  Date: 08/16/2023

  Oleksandr *******
  
  ********* *****
  
  
  Dear Oleksandr *******:
  
  This message is in regard to your complaint submitted on 8/15/2023 against NCR Towing and Recovery.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from NCR Towing and Recovery. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  The property rules are to have a permit displayed. It would have been your responsibility to contact your community to let them know your situation, then arrangements may have been made not to tow vehicle. We do have an ATM on site and the law actually states that we can require cash if we have an atm. We are very well aware of all towing laws and strictly abide by them as we have been at the council meeting for every law pertaining to towing. This tow could have been avoided with a simple call to your management company, which you failed to do. The tow was justified. 

  Bureau Response

  Date: 08/21/2023

  Karen *****
  NCR Towing and Recovery **** *** ******* *** *** * ******** ** *****
  
  
  Re: ID * ******** * Oleksandr *******
  
  Dear Karen *****:
  
  Thank you for your recent response to Oleksandr *******. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 08/21/2023

  Oleksandr *******
  
  ****** ** *****   
  
  Re: ID * ********* NCR Towing and Recovery
  
  Dear Oleksandr *******,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

• Initial Complaint

  Date:05/11/2023

  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.

  5/10/23 I’m a resident of the elms at Stoney run apartments I purchased a new car which I didn’t get my permit sticker for so I put my visitors permit in the car and it was parked where visitors are allowed to park in the lot they illegally towed my car then charge me 360$ to get it back the owner Buddy told me because he has to pay his business insurance is why his prices are why the staff if unprofessional rude and indigent this is a predatory company my car should have never been towed when I live here and had all proper permits to park my car in my community this company should not be in business I’m sure this is not the first and won’t be the last complaint

  Business Response

  Date: 05/11/2023

  This statement is very untrue. The resident did not have the proper permit for his vehicle. What the complainant failed to state was that Buddy and him came to an agreement and solution for the incident. This matter was already solved.