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:05/17/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 towing company put my belongings in trash bags. I picked my vehicle up on Friday 05/16/25. I went theought the trash bags Saturday 05/17/25. I found that all of my lighters including a $50 zippi lighter was missing along with other items. I want this to be resolved by them refunding me money for the items or them returning the items.

  

  Business Response

  Date: 05/19/2025

  All items in vehicle are put in bags regardless of what it is . If it was in car it was in bag . You will not be getting a refund for the amount you paid as this covers cost of our business operations 

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and they will not cooperate therefore I will not need any further communication from them.
   
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/19/2025

  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 03/17/2025 at approximately 10:15pm, my wife was sitting in our bedroom and could see headlights from a vehicle in our backyard. She yelled for me and we both went outside and observed a black tow truck with the name of Image Recovery on the side of the truck driving in our backyard making ruts in our grass with this tow truck. When I asked the driver what he was doing driving a truck through my backyard he stated Im trying to repossess a black car owned by my neighbors son but they werent cooperating. I again asked him what we had to do with that and I didnt appreciate him driving in my yard when the car he was trying to get was sitting parked in my neighbors yard right off their driveway. I called the local police ************************ and officers arrived and observed the damage to my yard and gave me a report number. I asked the driver of the tow truck if he had a card of the business and he stated no. I looked up the address and called to file a complaint with the company and spoke with a secretary who stated she would pass the information on to a supervisor and no one has returned my call. I will take them to small claims court for them to pay for my damages to my yard.

  

  Business Response

  Date: 03/19/2025

  The driver was doing his job made a miscalculation regarding the yard .....The driver told you he would fix the damage you told him no.....We make our drivers fix there own mistakes here . So if you would like your yard repaired please contact the office and let them know ...We will gladly send him back out to fix and damage he caused to your grass.....Not sure what the pictures posted are of because you can`t make anything out if you would like to send clear pictures to ************************************** I will be glad to get it taken care of. 

• Initial Complaint

  Date:01/20/2025

  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.

  I am being charged $950 to get my vehicle back. My vehicle was improperly towed by Image recovery. The property it was towed from did not have proper signage for towing and the owner was not on site to sign the tow which is required by law. I also was not informed of the tow for 15 days. They are also charging me for days that they were not opened. I was then also told that the only person who can sign the paper for releasing a vehicle was not present, per Missouri law they must be open 10 hours a day 5 days a week. How can the only authorized signer not even be there? When all of this was brought to the owner/ managers attention he got belligerent and couldnt hold his temper. I was willing to come to an agreement on price for getting my vehicle returned however they did not want to hear the laws.

  

  Business Response

  Date: 01/21/2025

  We have pictures of the signs ....And they in accordance with the law ....Number 2 the owner did authorize the *** and has told you that... You are sent dated certified letter of the tow not our fault if the mail is behind we did our part....As far as charging for the weekends your are partially correct we do not charge for the weekend if you are actively trying to get vehicle from our location however you can`t just leave the car here with no communication and then say we were closed....Also we were open hence you spoke to people at our business . Maybe if you wouldn`t start with threats of legal action and had a conversation this could be worked out  

  Customer Answer

  Date: 01/21/2025

  Complaint: 22836955
  
  I have reviewed the business' response and am rejecting it because: 

  there are not correct posted signs as shown in the photos for the property I was towed from. If you really wanted to talk about the situation you would have, I even offered to just pay the tow fee because I understand you are business making money. I didnt start with legal action I was trying to explain the issues at hand. You refused to look at the laws that I brought forth to you. If you wouldve talked you wouldve found out i got the letter on the 17th. You were also closed down for snow a few days according to your company. Those are days i shouldnt be charged for either. Im still happy to discuss the matters with you. No one wants any form of litigation. I hope you reconsider having conversation I will be by this afternoon after Im off work. 

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

  

  Business Response

  Date: 01/21/2025

  I will see you when you get here ask for Ian 

• Initial Complaint

  Date:01/06/2025

  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.

  They will not return my personal information from the repossession of a car my Cards have been used Debit card and credit card Ive been trying to get my IDs, my birth certificate, my Social Security card my debit card out the car They will not let me get my things out of the car

  

  Business Response

  Date: 01/08/2025

  First of all your vehicle was not repossessed until 1-3-2025 so the country club carwash decline was because you didn`t have any money .....The door dah charge is a recurring charge for your dash pass which again you didn`t have any money so they tried to run it the next day and it got declined again. I don`t appreciate you trying to make accusations that my employees have used your card ...Further more We have been closed Monday and Tuesday due to weather maybe you heard st louis got like 12 inches of snow which makes it a little difficult ....We are open today and all you have to do is call and make appointment to pick up your items no one wants your items trust me 

• Initial Complaint

  Date:12/26/2024

  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.

  Image recovery has had my car for 38 days. Told me it was $250 to get my car and now they are saying $1085.

  

  Business Response

  Date: 12/26/2024

  You picked up your car after being stored for 38 days and you paid 200 dollars to pick vehicle up .....So this complaint a blatant Lie

• Initial Complaint

  Date:12/25/2024

  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.

  Image Recovery towed my car and damaged it in the process. They agreed to fix the damage. I went to the automotive shop they recommended. I was informed it would take weeks for the repair to be complete. I said I would need a rental before I could do that. I finally dropped the car off for repair and Image Recovery refused to pay for it.

  

  Business Response

  Date: 12/26/2024

  I have included picture of vehicle on our lot and paperwork signed by customer ....I`m not sure what this is because when we agree to fix something we don`t just change our mind ...Unless the customer is trying to get extra stuff fixed ...This is from 175 days ago and I have no notes of who this person talked to .....Only one person can agree to pay for things at this company 

  Customer Answer

  Date: 12/27/2024

  Complaint: 22729833
  
  I have reviewed the business' response and am rejecting it because the owner is who said they would pay for the damage because he used an older truck for the tow. And when he set my car down he did the damage in the back. He spoke to the guy at MAG and said that you all would cover the damage. I told MAG I needed to get a rental because I couldnt be without a car for weeks. Once I turned my car in for them to complete the repairs you said you would pay for they informed me that you were now denying payment. 
  
  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 12/30/2024

  This is first I`m hearing that the work has been done? MAG said you told them you forgot about this which is why you brought to them a long time after picking up your vehicle ....Has the work been completed? Or are you trying to get a rental car and drop it off? We are not a insurance company we do not provide rental cars

  Customer Answer

  Date: 01/08/2025

  The business has not responded to the fact their owner said one thing and now they responded to my complaint saying something else.  Your assistance is needed in this matter.

• Initial Complaint

  Date:10/15/2024

  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 on 10/10/2024 for allegedly being 3 months behind on my car note payment when that wasn't the case, wasn't even a full 2 months behind. I paid the outstanding balance the same day of the tow. Had to wait till the next day for the bank to send the release letter to you all, only for there to be "no appointment until the following Monday" for me to come get my car out the lot. When I collected my vehicle, my belongings were thrown in 3 separate garbage bags and there was 2 bottles of liquor, 12 lighters and an entire case of unopened water that were missing (this was listed on the forms I signed to get my car out of the lot). The gentleman at the Cahokia lot claimed that "liquids spoil and lighters can explode"; assuming this was justifying why these items were missing. While this may be the case, this time of year the outside temperature would not cause anything to spoil or lighters to explode. On top of that, liquor and water does not expire; also if they did their job like they supposedly claim, they would've threw out the bottle of water in the driver side door cup holder, the styrofoam cup with water in it as well as the 6-8 lighters I found in my car after I collected it. The major issue I'm having is that my licence plates were REMOVED off of my car, placed in one of the bags, and my odometer was approx. 200+ miles over from the last time I drove it. From my house to your ********* lot is 18 miles, and from my house to your *********** is 10 miles. Where did this extra 200+ miles come from?!?

  

  Business Response

  Date: 10/15/2024

  Alot to unwrap here ....My employee was correct in what he told you this is company policy ....Liquids and perishable items are disposed of also propane lighters fireworks etc ....The reason for this is everything is bagged up and we used to put liquids in there and then if the liquid leaked on anything people would complain all there items are destroyed so I made a policy disposing of these items ....The exploding items are because stuff explodes or catches fire inside the building its a problem ....Remember policy's are generally made due to experience of these things happening. Then you make a policy to correct it so it doesn`t happen again. Of course your license plates were taken off and put in bag that is your personal property .....Also the whole mileage thing is the biggest fabrication to date. I can prove so many ways that did not happen ...We have video from start to finish and video of the car sitting on lot No one put 200 miles on your car ....PS you don`t have to be 3 months behind for a bank to repossess your car that is a urban legend

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the business' response regarding complaint ID 22424271 and am satisfied with this resolution. 
  
   
  
  Sincerely,
  
  
  
  Marcus Mucherson

  Customer Answer

  Date: 10/16/2024

  I would love to see the video because none of this makes sense. Common sense would say to put all a persons personal liquids in their own bag and not throw them out if you’re concerned about them leaking over other items. There is also the matter of the photo I’ve attached to this message. This scratch was not on my door prior to you towing my vehicle. I was told that you all have a locksmith kit to get into vehicles but this is a clear sign of forced entry. If this is how you do business and handle other peoples property, you all need to rethink and revamp the way your business is conducted. Complete and utter disregard for my property. Point blank period. 

  

  Business Response

  Date: 10/17/2024

  I already responded to this complaint

• Initial Complaint

  Date:10/09/2024

  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.

  they towed my car and when i came to pick up my items my prescription meta ray-ban glasses where missing . so i paid them $60 for them stealing my $500 prescription glasses

  

  Business Response

  Date: 10/10/2024

  We already responded to this with the police ...We provided Pictures of the vehicle prior to cleaning out that wasn`t good enough SHe filed a police report ...Let the police take care of it 

• Initial Complaint

  Date:09/03/2024

  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.

  I bought a lemon car and paid so much money for a lemon car and they repossessed the car. I went and paid them off to get my car, they wouldn&#**;t give me my car, I had everything I needed to get my car back. They said I would have to call my lender and get someone with a license to drive the car off the lot. They are making up a hundred different rules. I would like to get my car back.

  

  Business Response

  Date: 09/03/2024

  Yes you had everything but a Valid Drivers License which the bank requires for release.....You have a state ID ...It`s very simple you call bank and get them to release vehicle to person with a valid drivers license and you get car .....In the time it took you to complain online you could have already  had a new release sent over. But you want to let your ego get in the way . This is very simple stuff

• Initial Complaint

  Date:07/15/2024

  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.

  They came and picked my car up and taken it back to their shop. I was 2 months behind on my car payment. The car company filed for a repossession. I told them I was coming to get my car the following day. They went through my car and stole so many items out of my car. When I called and asked about these items, they said they were not in my car. There was stuff just thrown all over my car. I would love to get all of my items back.

  

  Business Response

  Date: 07/15/2024

  I`m sorry you feel this way. However my guys take pictures before and wear body cameras for this exact reason. I`m not familiar with your complaint so not sure if you filled out form or just made a BBB complaint. We are required by contract to inventory the vehicle and yes stuff gets moved around.