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:03/29/2024

  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 have tried today to recover my vehicle. My car was towed by this company. No parking signs. There is no place where. They want ******* dollars in cash. I believe is excessive. I have not been able to recover my vehicle. they took the truck. There was a trailer too but they took the truck.

  

  Business Response

  Date: 03/29/2024

  Yes your truck was towed 25 days ago it is 350 for tow and 30 dollars a day storage which is actually very reasonable pricing .....You just waited 25 days to try and get your truck . Sorry your angry about this 

• Initial Complaint

  Date:02/20/2024

  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 went to pick up my belongings out of my car. I proceeded to pay them $60 to get my items. I told them I was missing a 3.4 bottle of dior sauvge colgne. He went back & looked at the cameras & showed me what was in my ******* pointed out that the bottle was clear as day right there. he said he can proove that it was in there & had me fill out a paper. Om making a police report. they lied & told me they throw away liqids but all of my liqids are in my car.

  

  Business Response

  Date: 02/21/2024

  First and foremost the photos do not show a bottle of perfume second on dior website its 165 dollars so not sure where your getting 280 .....Also it is company policy that we do not store liquids but seeing  as it wasn`t in the pictures or on the list of property maybe you left it somewhere else this happens alot people think that they have stuff in there car then later find it somewhere else . 

  Customer Answer

  Date: 02/22/2024

  First of all, you do not take liquids. YOUR WORKER, handed me 3 bottles of perfume i had in my car. I had so many liquids in my car and have all of them BUT MY DIOR that was in the black basket so please dont sit here & lie in my face. I have a receipt that I had dior as well. I have TWO witness to prove that it was in the basket. ONE FROM YOU BUSINESS AT THE IL LOCATION & 1 from my lien holder since you said it was in their hands. THEY are doing investigation as well because they could show its in the basket. You saying its not $280 i was adding the $60 you charged me to get my belongings out my car. but the bottle was $220. i brought the 3.4 bottle & I WANT MY MONEY BACK. so please dont sit here & lie to these people. The police department also says they get theft complaints from your company ALL THE ***** im not gonna be done with this situation until i receive my money back. thanks

• Initial Complaint

  Date:10/20/2023

  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 on Tuesday 10/17 from my residence I gave my father permission to retrieve my vehicle. I got home to look over my car and to make sure all of my property was there and my 9mm firearm was missing out of my car. This is a registered firearm in my name! It is now the weekend and of course they aren’t open to the public on the weekends. I just would like the company to know I have contacted the police department as well as my lawyer and I will be pressing charges.

  

  Business Response

  Date: 10/21/2023

  We turn in any firearm located to law enforcement....Although responsible firearm owners don`t leave a firearm in their vehicle unattended it happens...Please contact police lawyers mayors and anyone else needed to satisfy  you

• Initial Complaint

  Date:10/09/2023

  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.

  This company came and towed my vehicle from this property. I called on Friday to pick my vehicle up. I waited all weekend to get my vehicle, they won't release it to me, they handed me the paperwork to get my vehicle. They will not give me my vehicle. Now they are trying to make me wait until 2:30pm. They have a copy of my photo id and everything.
  
  I would like to pick up my vehicle.  I feel that this is based on my race.

  

  Business Response

  Date: 10/09/2023

  This was not a tow it was a repossession and you have a appointment at 2:30 and they were trying to help you by helping you early and you started being ignorant to my staff ....You are literally in our parking lot making this complaint because you are not getting your car 2 hours before your scheduled appointment 

• Initial Complaint

  Date:09/30/2023

  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.

  Image recovery service has been carrying out predatory towing practices, they towed my car the first 2-3 times for having expired tags on private property with no notice including today when they towed my car which now has up to date plates saying I was parked in an area that needed to be painted at the same place but there was no signs and no one attempted to notify me as a guest who was simply visiting a friend and had only been there for less than an hour neither would they give me the option to pay to have it taken down off the hook. I asked what I can do but the tow truck driver and property manager said they already called police and once police got there they told me I needed to pay $280 which is the same
  Price they charged me for my car actually being in their lot. the last time they towed my car their tow truck driver busted my driver window over my head while I was pregnant resulting in my injury and had to pay me $200 restitution within the last 10 months I’ve paid them
  Over $800 in towing fees just for being a guest at my friends complex. And I feel like this time was in retaliation for them having to pay for injuring me during my pregnancy. I also was arrested at the scene today because unbeknownst to me I had a traffic ticket in the amount of $10 that was unpaid - and because they officers couldn’t charge me with trespassing for not getting out of my vehicle that was being towed predatorily , they arrested me over a $10 traffic ticket Infront of my 6month old and 9 yr old so that image recovery could take my car once again. The tow truck driver from image today also called me a bitch multiple times and even got in my face. I would like them investigated and reported for this tyrannical behavior. This has caused me unmeasurable and immense emotional distress as I’ve been hospitalized and arrested at this point due to image recovery’s predatory behavior.

  

  Business Response

  Date: 10/01/2023

  You need to tell the whole truth .....My guy did bust your window on your vehicle because the first time we towed your vehicle you stole it from our lot and when he caught you you tried to run him down with car ....And as far as you being towed stop parking where ever you feel like it at a apt complex you do not live in .....Every time you have been towed the complex has alerted us to tow you. You were also arrested the day you tried to run over my driver. You will receive no apology from my company or anything from my company . I would hope we don`t ever have to interact with you again. Your friend should read their lease its all spelled out in it . Do not park in fire line do not park in spaces that are not parking spaces and you will be fine 

  Customer Answer

  Date: 10/02/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: first of all I did NOT try to run your driver over nor did I steal my own car - had I of stolen a car? Or actually tried to run him over? I would’ve been charged with auto theft and bodily injury or attempt and the judge even said he agreed that your tow truck driver tried to get in the way as I was already leaving which my car was parked in plain site infront of your building by itself NOT in the back- in the ACTUAL tow yard so YOU tell the whole truth. Don’t forget he had to pay me because the judge agreed He did NOT have the right to do that. Second of all the apartment I’ve been at is my sons dads apartment ! I can’t just not come there my kid lives there ! The apartment complex may have asked the tow to come get my car yes but I came down as it was happening and asked him what I can do to to get my car off the hook and instead of giving me a price ? He called the cops ! That’s predatory towing and you don’t get to to do that regardless of how you discrimimate about me or my living situation you don’t get to deny the owner of the right to get their vehicle and it’s also illegal to work with another business to boost your sales which you all have been doing and accepting money as incentive. How about you all stop being low lives with nothing better to do than to pray on hardworking people who make an honest living and don’t have to sneak up on people while they were sleeping? 

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

  

  Business Response

  Date: 10/05/2023

  Your response says it all .....I have video of you getting into vehicle behind our gate on our lot . I didn`t have to pay anything by the way.. Sorry Don`t know who told you that. And we do everything by the book just because you don`t agree with our line of work doesn`t make it illegal. Thank you for your time

  Customer Answer

  Date: 10/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because there’s a difference between breaking into a locked building/tow yard and picking up my own personal vehicle from a unsecured area. If I had stolen a car? Or broken into your tow yard or even Gate? I would’ve been charged with that. That said you felt foolish and have been waiting for another chance to tow my car illegally- that said I already had a lawyer confirm that my car was towed this last time illegally- you don’t have to apologize or pay now but remember that because youll be paying heftily down the line. surprising you can dish it but can’t take your own medicine. Nobody escapes karma. 

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

• Initial Complaint

  Date:03/01/2023

  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.

  They left a warning note on my company vehicle, * * * ******** ***. They wrote it was due to expired tags. They wrote the date issued 2/28/23. It said it would be towed on 3/2/23 at 9AM. My tags were not expired, Illinois only gives you one tag and it was on the front plate. The registration is up to date. My husband showed the company owner the registration was current. We noticed now the tag is half ripped off. We do not know if they did that or if someone else did it. It was towed this morning, 3/1/23, before the date left on the warning. We had to pay and told us we had to pay in cash $380. There was no reason for it to be towed as the plates are current and we provided the documents to prove it.

  

  Business Response

  Date: 03/01/2023

  tHE CUSTOMER IS CORRECT AS A COURTESY WE PLACE A STICKER ON VEHICLE TO NOTIFY CUSTOMER HOWEVER IN DOCUMENTATION PROVIDED TO EVERY RESIDENT OF THE APT COMPLEX IT STATES THAT YOU ARE TO CHECK WITH LEASING OFFICE BEFORE RIPPING STICKER OFF OF WINDOW ....I SPOKE WITH THE CUSTOMERS HUSBAND WHO PICKED UP VEHICLE HE STATED HE DIDN`T HAVE TIME TO GO TO LEASING OFFICE BECAUSE HE WORKS. THE CUSTOMERS STICKER ON THE TRUCK AT THE TIME OF TOW EXPIRED 1-22 TODAY IS 3-23..THE CUSTOMER DID PULL PAPERWORK OUT AND SHOW PAPERWORK AFTER PAYING FOR VEHICLE ....HOWEVER THE VEHICLE HAD ALREADY BEEN TOWED AND THE STICKER WAS NOT PROPERLY DISPLAYED. MY DRIVER CAN NOT GO INTO GLOVE BOX TO SEE REGISTRATION PAPERWORK HE CAN ONLY GO OFF WHAT IS DISPLAYED ON VEHICLE AT THE TIME...CUSTOMER ALSO ACCUSED MY EMPLOYEES OF RIPPING THE STICKER OFF AND CLAIMED TO HAVE VIDEO OF THIS ....I TOLD CUSTOMER IF SHE PROVIDED VIDEO AND INFACT ONE OF MY EMPLOYEES DID THIS I WOULD MAKE IT RIGHT...SHE REFUSED AND THEN THREATENED TO SUE MY COMPANY ....BOTTOM LINE THE STICKER SAYS SEE LEASE OFFICE AND THEY DIDN`T THEY RIPPED STICKER OFF ...THIS IS THE COMPLEX THEY LIVE IN RULES NOT MINE WE JUST DO A JOB . YOU ALSO RECIEVED A RECIPT FOR YOUR 380 CASH THAT WAS PAID ...

  Customer Answer

  Date: 03/01/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  No where in the warning notice does it state it will

  be towed before the second of March. Documentation was shown to the towing company the plates where indeed up to date.
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:02/21/2023

  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.

  I came to receive items out of my car and after I returned home I noticed that all of my items were not there and now they will not let me in the car or give me the missing items from my car so that I can file a police report.

  

  Business Response

  Date: 02/21/2023

  You came up here 30 minutes ago. I have sent employees back to vehicle and they found a game and firestick in vehicle 

• Initial Complaint

  Date:12/20/2022

  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 went to this location with my mother to retrieve her vehicle after it was towed. The employee's were very rude and nasty. Prior to arrival we called to ask how much it was to get the vehicle out of tow and was advised that the total amount was $300, however once we got there not even an hour later we were told the price was now $380.
  
  This is not the first time my family has had a run in with this company and it appears they make the price up as they see fit and depending on their mood and that should not be something a company should be allowed to do. You can't talk to anyone there b/c they all treat you like crap. The police has even had to be called for them holding peoples cars b/c they don't like how someone is talking to them even when they have all the proper documents and money to provide to retrieve their property.

  

  Business Response

  Date: 12/21/2022

  Sorry you had a bad experience .....But Its not as shady as you make it seem...Our rates and fees are posted very clearly on the sign posted all over the apt complex 350 for the tow and 30 dollars per calendar day of storage totaling 380 dollars. We do not make these prices up as we go they are printed on the same sign you got our phone number off of to retrieve your vehicle. My employees start out treating everyone very nice. Your experience with my company depends on the customer. I will not allow my employees to sit there and be cussed and threatened up and down because someone is upset they had their car towed. My employees are free to treat people with the same respect they are given. Unfortunatly because of the business people forget that my employees are human beings with families and are not punching bags for angry customers.. Sorry you had a bad experience