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:06/03/2025

  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 06/02/2025, I had my vehicle towed from my home address to *** ********* in Kansas City, MO. After the vehicle was dropped off at the dealership, my wife received a phone call from Independence Specialty Tow, stating the tonneau cover flew off during the tow. I contacted the tow company. The supervisor stated the cover was not their responsibility and they would not be replacing it. According to Missouri law, the tow company has a Duty of Care. The company takes possession of the the vehicle and assumes "Duty of Care," to ensure all parts of the vehicle, including attached accessories are secured for transport.
  
  Negligence; If the tonneau covers comes off during tow, it is negligence on the tow company for failing to inspect the vehicle's condition before and during the tow.
  
  Missouri Revised Statutes (RSMo 304.155) indicates a tow company shall be "strictly liable for the condition and safe return of the personal property." This highlights the general responsibility of towing companies for the condition of vehicles in their care.
  
  Industry Standards; Reputable tow companies are expected to follow industry standards for safe towing. This includes securing all loose items and inspecting the vehicle for potential issues which could arise during transport.
  
  As a result of the tow companies negligence, the tonneau cover flew off during transport and is permanently lost. Furthermore, when the tonneau cover came off during transport, the back side of the cab above the back glass, suffered severe scratches in the paint of the vehicle. These scratches will need to be professionally repaired at a body shop.

  Business Response

  Date: 06/30/2025

  Customer called his roadside for assistance on his vehicle that broke down. When the driver was on location, driver did a full walk around inspection of the vehicle everything looked intact. The aftermarket  tonneau cover gave appeared to be latched and secured. Driver loaded the vehicle with dollies and was enroute to the repair shop when he noticed that the flew off the vehicle. He then pulled over and noticed that the tonneau cover was missing, at the point the driver called his manager to advised of incident, and that is when the customer was notified. The vehicle was towed by the manufacture towing procedure and no neglect was performed. Attached is the before and after pictures. 

• Initial Complaint

  Date:04/09/2025

  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 called AAA on 3/7/2025 to have my car towed from my driveway to a shop. Earlier in the week I had hit a curb and was unsure of the amount of damage it did. I could have driven the car in but didn't want to put unnecessary miles on it and risk doing damage to anything. AAA sent out Independence Specialty Tow to bring my car to the shop.
  Fast forward to 4/8/2025 (got my car back on 4/7/2025), I get my final estimate from the shop and low and behold there is a towing charge on there for $746 (for 8.6 miles, that's almost $100/mile). I call the shop, and they said they were billed by Independence Specialty Tow for that amount for the tow that was covered by AAA!
  When I called Independence Specialty Tow to get more information and find out why it was billed to my shop the lady they transferred me to was absolutely rude and told me she would have to look into it and get back to me.
  I then called AAA to confirm the tow and yes, Independence Specialty Tow got paid from AAA for my tow and then double billed to the shop.
  I called the lady at Independence Specialty Tow back to let her know that I had verified with AAA that it was a covered tow and she said "I told you I have to look into it and get back to you" .... rude!!!
  I want Independence Specialty Tow to null and void the invoice they sent to ***** ********* and provide a refund if applicable.
  It makes me wonder how many other people this happens to that don't pay attention and just pay the charge.

  Business Response

  Date: 04/18/2025

  We got the call though AAA roadside assistance, for a ****** *******, driver arrived at scene and the vehicle was involved in a accident, the vehicle had 2 rims that were bent along with leaking fluids. The member was filing a accident claim through her insurance. The driver towed the vehicle to the Bodyshop and wrote a tow ticket to bill the insurance company as this was a accident not a roadside assistance call. The Bodyshop wrote a check for the tow and billed the member insurance company to go along with all the repairs the body shop did. We cleared the call with AAA that we are not towing the vehicle under AAA not under her comprehensive insurance. AAA paid us $51.00 for a show up fee since we cancelled the tow through them. On 4/8/2025 @ 9:23 AM ********* ******* called and is upset that we billed the tow to the body shop so they can add the tow to her insurance claim through her insurance. I told ********** I would look into it and I would call her back. (We do anywhere from 60-80 calls a day). *** ******* called back 4/8/2025 at 10:02 AM in a rage accusing us of double billing, at this point its only been 45 minutes, I was trying to research everything before calling her back. She was accusing us of billing the body shop $746.00 and billing AAA $746.00 which was not true, but at this point I have not had enough time to research everything. I tried to explain this to ** ******* but she was not having any of it. She wanted answers now which I could not give. Once we got off the phone again, I did a little more research and called the body shop who told me they billed everything through her insurance company, and they asked about the AAA billing. I explained to **** (I believe was her name was at ***** Chevrolet) that all AAA paid was $51.00 no tow miles or anything. That was basically a NSR fee. She completely understood and I offered to send them a check to reimburse them the $746.00, even though it was billed and waiting on payment through the member insurance. She said that would be great and she would make the adjustment on the claims bill submitted to the members insurance. A check was mailed to ***** and I considered the mattered closed. I asked if they were going to call *** ******* or shall I, she said she would call. 
  Not sure why this was taken to BBB as ***** was already reimbursed.

   

• Initial Complaint

  Date:12/02/2024

  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 lady at the front desk who has face tattoos is charging people 200 dollars to clean out there cars but now showing any policy she is very rude and disrespectful when asked to see a policy I was kids out of the store and had to call the police for her to act right she did not want to let me get my things out my car when money and things were in their I have items missing out of my wallet

  Business Response

  Date: 12/12/2024

  On December 1 2024 Independence Specialty Tow was called out to a motor vehicle accident by the Independence Police Dept, upon arrival the police officers directed him to a 2007 Toyota Prius that was wrecked. Driver brings the vehicle to the storage lot per the request of the police department. On Monday 12/2/2024, customer called to inquire about her vehicle, but we could not give her any information until she could provide us the last 6 of the VIN#... She said she would call us back with the info. Customer ended up just showing up at our office/storage lot, wanting to get items out of vehicle. The lady with the "face tattoos" advised her she would have to provide proof of ownership and pay the tow fee of $200 to access the vehicle. All customers are required to pay the tow fee (we do not require the storage fee's paid unless vehicle is being removed from our facility) AS PER Missouri Code 304.156.RSM.. The agent for Independence Specialty Tow that was assisting *** ******* *******, tried to explain this to ** *******, but she wanted to hear no part of it. Our rate structure with the Independence Police Department rates is hanging up on the bulletin board right by the customer service counter.. When ** ******* was told about the $200 tow fee that had to be paid weather it was paid by her or her lienholder, as insurance was not involved, ** ******* got irate and started yelling that she was going to call the police. She was advised to leave the office and wait for the police to come, as we are a business along with another business in the same building.. When the police arrived they advised ** ******* of the same procedure that she was being told.. ** ******* left without her vehicle. 
  
  On 12/4/2024 ** ******* arrived at our office to retrieve her vehicle. She was charged $200 for the tow $240.00 in storage which is 4 days at $60.00 per day (our contracted rate) and $100 Inoperable Vehicle fee as the vehicle was wrecked to the point it would not drive and had to be towed out of our storage lot. 

   

   

   

   

  Customer Answer

  Date: 12/19/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because:
  whoever responded to my complaint is a liar. She definitely told me to call the police which I did for my safety. I felt unsafe and I felt like I was in harms way. I did not once yell at this lady about calling the police. She told me to call the police so I will be taking more complaints with you guys and I will be taking the legal action against you guys since nothing is being done
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 12/26/2024

  We are sorry to hear you have rejected our response. We understand you need to do whatever you feel is right.. Everything that is done here at Independence Specialty Tow is recorded, including interactions with with customers that come into the office, and all phone calls. 

• Initial Complaint

  Date:05/29/2023

  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.

  today was a hard day for me and dealing with this company. I am a *** member and have been for years and most of your drivers know me. because *** send you guys out to me I have 9 car and most of them are tied to my company Mrs. ******** 24 hour Daycare. Most of the time it goes good NOT this time. They towed this car on the 5th of may and sat on my park-N-lot not in a parking space .So I had to call *** back and get it where they would moved the car for me, when I got them to agree to it this company told me that they did not tow the car down here. so The sup lied to me I had to but *** on the phone. I want you to listen to the call and you will see why I was so upset to the point I don't want to use this company anymore the sup was rude did not even look into what I was saying the tow guy that came out here first said that I stole the car, and all I was trying to do was get it in a parking spot. lacy and bell was really nice to me no matter how upset I got and they listen to me if you ask me they should be the sup and the val she does not need to deal with customer. the second tow guy ******** that came out was wonderful he was nice and friendly and had a great smile it took him all of 5 seconds to get the car in the parking spot unlike T****** I think that how you spell his name if they do send you guy out I would like to have ******** (I DONT CARE HOW LONG I HAVE TO WAIT FOR HIM HE IS GREAT) AND IF I NEVER TALK TO VAL AGAIN IT WILL BE TO SOON. I own my own company and have many location and I have never been treated like I was today and it all stared with the 1st tow guy he was rude did not great me with a smile and was not easy to talk to. I used one of my *** tows to get this done so I would not get fine for something you guy left he just said that he could not get it in a parking spot and I did not want to fight with the guy. Because of the way I was treated I don't think I want to use ya again val even went of to say I would have to *** says that I don't

  Business Response

  Date: 06/14/2023

  I apologize for the customers understanding of events and circumstances. The event went as follows: 

  Member submits request to *** for a vehicle to be moved from one spot on the property to the other. Our driver, ****** went out to move the vehicle for the customer, he asked for the keys to the vehicle so he could get in and put the vehicle into neutral for the safest towing ability. He was told by the customer that she didn't have the keys because she was not the owner of the vehicle. When she started berating and questioning ****** about why it mattered if she had the keys explaining to him that "it was his job to just move the ****** vehicle". ****** explained to the member that it was just company policy to have either the keys or current registration to prove that the person requesting the vehicle be towed has the legal right to do so. She started berating him again, telling him "how dare he accuse a little old lady of stealing a vehicle." 

  She then calls the main line for the company requesting a supervisor, when she speaks to **l. **l asks if the previous tow she mentioned would have been called in under the same phone number, as that is how we search for previous records. The customer assures **l it is her only phone number and guarantees her that it will be under that phone number, after searching **l can not find record of Independence Specialty Tow completing this tow, and explains this to the customer as well as confirming company policy relating to legal right to have a vehicle moved. The customer then proceeds to tell **l of the "terrible service she received from ******", **l apologizes for any words spoken or actions taken that offended the customer and assured her that if she could obtain the keys to the vehicle from the owner of the vehicle we would be happy to send someone out to move the vehicle for her. 

  The customer then calls *** to have them reach out to **l, where they provide the record of the previously mentioned call from a prior date - where **l is able to confirm that Independence Specialty Tow did in fact tow the vehicle to the location where the vehicle is currently sitting, however it was under a different phone number which is why **l could not find the record initially. After reading the call notes, **l relays to the member that the information provided from that previous tow service indicates that the current location of the vehicle was provided specifically by the customer. The call notes indicate that the customer followed the tow truck to the location where the vehicle was being taken to, and dropped in the grass so as it would not "impede on Mrs. ******'s customer parking." The customer denies that happening and then mentions that "the grass was the original plan, however the city has now ticketed me for the vehicle being unregistered and sitting in the grass and if I don't have it moved it will cause a fine." The customer had called in the tow request in question to avoid a fine from a city after she gave a previous tow truck driver of Independence Specialty Tows specific instructions on where to drop the vehicle. 

  The customer was able to obtain the keys from the owner of the vehicle and requested that Independence Specialty Tow come out and move the vehicle, **l sent ******** out to move the vehicle and the customer left happy. The customer did in fact call **l back to explain to her that she was never going to use Independence Specialty Tow, so I am unfortunately not sure how to provide her with the store credit she is requesting.