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:10/24/2023

  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.

  I am writing to express my deep concern and dissatisfaction regarding the predatory towing practices and excessive towing fees charged by Pollard's Towing. The company is engaging in unethical practices and misuse of contracted authority being implemented within ****** **** ***** ********* Complex. My vehicle was towed between the evening of October 23, 2023, and the morning of October 24, 2023. I am a resident of Towson Town Place and a parking pass holder. My parking pass was displayed, but somehow might have fallen off and was no longer visible. As a resident, I should have the safeguard of my vehicle license plate and vehicle description on file to avoid these errors. Upon calling Pollard's I was greeted with a very rude, dismissive, and aggressive tone by Perry. Perry made no attempts to help me resolve the matter in a fair manner. In addition, Perry stated that the towing fee is $280 for a 2.5 mile radius which is beyond excess. Pollard's Towing is engaging in the following unethical practices: Excessive Towing Fees: The towing fees charged to residents and their guests have been exorbitant and out of proportion with industry standards. This places an undue financial burden on residents, particularly economically disadvantaged individuals and college students, who already face financial hardships. Lack of Transparency: There seems to be a lack of transparency in the towing process, including unclear signage and inadequate notification procedures, making it difficult for residents and guests to understand the parking rules and the consequences of non-compliance. I am requesting a refund of the towing fees and a full written itemized invoice on the charges.

  Business Response

  Date: 10/26/2023

  I would need to know the make, model, and color of the vehicle in order to fully answer this complaint. However, I can address a few of the issues that were brought up by the consumer.

  All of the towing rules that are in place for towing are set up by the complex. Residents are responsible for informing their guests that parking is by permit only and that visitor spaces are available.  We do not have any input on how the parking is set up at the complex nor have any information regarding resident's tag numbers.  Rather, permits are used to identify which cars belong on the property.   The complex requires a permit to be properly displayed in order to park at the complex or you must park in a visitor space, which are plentiful, or your vehicle is subject to be towed.  If the consumer had a properly displayed permit their car would not have been towed. There are towing signs warning that towing is enforced placed at the entrances to the property as well as scattered throughout the property. As far as the fees charged, they are regulated and we charged the correct amount which is $280 for this type of tow.  That fee is based on a 10-mile radius that we are allowed to tow from not a 2.5-mile radius which is also regulated.  A receipt that was given to the consumer at time of vehicle reclamation is itemized that has the only fee that was charged which was for the towing; $280.  We are contracted and authorized to tow by the management of the property. 

  Predatory towing has become a catch all phrase that the media and people use to describe any type of towing that people do not agree with or like.  However, predatory towing is legally defined as when a tower sees a person park their car illegally then wait for them to leave and then proceed to tow their car.  I 100% agree that is both predatory and unethical. We do not do that and that did not happen in this case.  

  We provide a service for property owners and management companies so that they can effectively manage and control their parking lots.  Pollard's Towing Company has been providing towing services to the local police departments and property owners for over 90 years.  

• Initial Complaint

  Date:07/17/2023

  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.

  July 16th 2023 my vehicle was towed from my apartment building with no reason for the tow. I have just moved into my apartment as of this past week so safe to say my experience here has been less than ideal. I have dealt with this towing company on four separate occasions and each time they use shady and fraudulent tactics to steal money from young college students knowing that they can get away with it. They illegally implement the practice of predatory towing, employing individuals known as “spotters” to notify the company of cars to tow. I had even spoken with one of these spotters as he was going around the complex the day I moved in and shining flashlights in cars to notify the company in question. I had explained to him that I had not yet received my permit as the apartment complex had yet to send it to me. He explained that I wouldn’t be in jeopardy of towing and assured me that I would be fine as I am obviously parked directly in front of my property, hence the use of illegal spotters. They overcharge for the recovery of the vehicle as well as storage fees even when retrieved within the same hour of being towed. My vehicle in question was towed with no legitimate reason as I am a full resident of the apartment complex.

  Bureau Response

  Date: 07/24/2023

  Kaleb *******
  * ***** *** ********* *****  
  
  Dear Kaleb *******:
  
  This message is in regard to your complaint submitted on 7/16/2023 against *******'s Towing Company.  Your complaint was assigned ID ********* 

   

  BBB has received a formal response from *******'s Towing Company. 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:
  
  We would need to know the make, model, and color of the vehicle in question as well as the address from where the vehicle was towed in order to respond to this complaint.   We do not use spotters and are under contract to provide towing services for our accounts.  We charge the fees set forth by the local jurisdictions and do not set the price for private property impound towing.   

  Customer Answer

  Date: 07/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: business is requesting the make, model, and year of my car in order to make a proper response. Black 2014 Nissan Juke 
  
  Sincerely,
  
  Kaleb *******

  Bureau Response

  Date: 07/24/2023

  Cooper *******
  *******'s Towing Company 

  * ***** *** ****** ** *****
  
  
  Dear Cooper *******:
  
  This message is in regard to a complaint submitted to the BBB about your business on 7/16/2023 by Kaleb *******.  This complaint was assigned ID *********
  
  Why am I receiving another letter regarding this complaint?
  We recently received additional correspondence from the consumer in the above-referenced case.  The information has been reviewed by your consultant and we believe this information warrants some additional remarks from your company.
  
  How do I see the new information?
  If received via email the fastest and easiest way to view and respond to the complaint is to use the link on the left.
  
  

  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 to the consumers rebuttal?
  Please respond to the additional information that has been provided by the consumer.  If you have not already done so, please submit copies of supporting documents to your BBB using the contact information at the bottom of this correspondence.  Please understand that the complaint content and your response will 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.
  
  In the interest of time and good customer relations, please respond within 5 calendar days.
  
  How many more times will I have to respond to this complaint?
  We appreciate the response you have already provided and our goal is to minimize back-and-forth communication.  The new information provided by the consumer may have brought up new concerns that your BBB consultant felt needed some clarification.  By providing this information, you are allowing BBB to develop a more complete picture of the situation and how to move forward. 
  
  Generally, resolving a complaint requires both parties to move from their current position to a middle ground. In your response, please state your position and if possible indicate what steps can be taken by both parties to resolve this matter. If necessary, the BBB will offer its mediation and/or arbitration services to bring a close to this matter.
  
  We look forward to your prompt attention to this matter.
  

  Sincerely,

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

  MESSAGE FROM CONSUMER:
  
  
  Complaint: ********
  
  I am rejecting this response because: business is requesting the make, model, and year of my car in order to make a proper response. Black 2014 Nissan Juke 
  
  Sincerely,
  
  Kaleb *******

  Business Response

  Date: 07/27/2023

  As per the parking rules that all tenants receive when they move in you must have a valid permit displayed to be parked at the complex or park in a visitor parking space. The vehicle was towed for not displaying a permit and the tow was authorized by the management.  I have spoken to all drivers, including the one who towed the car, and no one told the complainant he could park his vehicle without displaying a valid permit.  Furthermore, at all the entrances and as well as throughout the complex there are signs posted explaining that a permit is necessary, or the vehicle is subject to be towed. The fee charged is set by the local jurisdiction and was the correct amount charged to the complainant. 

  Business Response

  Date: 08/01/2023

  As per the parking rules that all tenants receive when they move in you must have a valid permit displayed to be parked at the complex or park in a visitor parking space. The vehicle was towed for not displaying a permit and the tow was authorized by the management.  I have spoken to all drivers, including the one who towed the car, and no one told the complainant he could park his vehicle without displaying a valid permit.  Furthermore, at all the entrances and as well as throughout the complex there are signs posted explaining that a permit is necessary, or the vehicle is subject to be towed. The fee charged is set by the local jurisdiction and was the correct amount charged to the complainant. 

  Bureau Response

  Date: 08/01/2023

  Kaleb *******
  * ***** *** ********* *****
  
  
  Dear Kaleb *******:
  
  This message is in regard to your complaint submitted on 7/16/2023 against *******'s Towing Company.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from *******'s Towing Company. 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:
  
  As per the parking rules that all tenants receive when they move in you must have a valid permit displayed to be parked at the complex or park in a visitor parking space. The vehicle was towed for not displaying a permit and the tow was authorized by the management.  I have spoken to all drivers, including the one who towed the car, and no one told the complainant he could park his vehicle without displaying a valid permit.  Furthermore, at all the entrances and as well as throughout the complex there are signs posted explaining that a permit is necessary, or the vehicle is subject to be towed. The fee charged is set by the local jurisdiction and was the correct amount charged to the complainant. 

  Bureau Response

  Date: 08/06/2023

  Cooper *******
  *******'s Towing Company * ***** *** ****** ** ***** 
  
  
  Re: ID * ******** - Kaleb *******
  
  Dear Cooper *******:
  
  Thank you for your recent response to Kaleb *******. 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: 08/06/2023

  Kaleb *******
  * ***** *** ****** ** *****   
  
  Re: ID * ********* *******'s Towing Company
  
  Dear Kaleb *******,
  
  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: ###-###-####