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:08/26/2024

  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 was illegally towed (finding confirmed by Regulated Industries in KCMO) by Andrew's Tow and Recovery on 7/28/24. *** ****** quoted me a charge of "$320.00" and I was charged $325.00. Of 8 applicable city ordinances related to a private tow, *** ****** and his companies were compliant with ONE of 8 city ordinances. *** ****** operates "****** *** and Autobody", "****** ***** along with "Hooker's Towing LLC".

  Business Response

  Date: 08/27/2024

  *** ******** needs to come to terms with the fact that this is OVER. *** ******** parked his vehicle without a parking permit at the *** **********; and that is why *** ********** had his car towed. It's just that simple. Andrew's Tow and Recovery LLC has been in contact with Regulated Industries of Kansas City as well the Missouri Attorney General's office. The Attorney General and Regulated Industries have both acknowledged that the only error occurred when a temporary dispatcher at Andrew's Tow and Recovery LLC failed to submit the 4669 Tow Away Form to the Kansas City Police Department within the 2 hour required time frame. Additionally, this complaint was dropped as soon as the Attorney General was made aware that *** ******** was given a full refund by Andrew's Tow and Recovery LLC. The illegal move was made by *** ******** when he parked his vehicle in a parking lot that is prohibited to the public and requires full display of a property owner issued parking permit. The refund was not given because *** ******** was legally parked. He parked his car in a prohibited parking area. That is a fact that will not change no matter how many complaints he files and no matter how long he decides to dwell on the past. The refund was given because the initial complaint started an internal investigation with Andrew's Tow and Recovery LLC by our staff; after which we determined the breakdown in our procedure and found we were in agreement with Regulated Industries. It should also be noted that a relative of *** ******** - someone named Nicole Loring - posted incorrect information on social media and named the wrong towing company and should probably just mind her own business. Posting untrue and damaging information on social media can lead to legal issues for the person posting it.

  In the future; Andrew's Tow and Recovery LLC suggests that *** ******** not park his car on private property without permission which is the display of a properly issued parking permit from the property owner. This will prevent his vehicle from being towed again.

  Customer Answer

  Date: 08/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I informed ****** ****** (owner/operator), the dispatcher, and the tow truck driver that this was an illegal tow on various occasions. They did not care at the time, and are very confident in their illegal business practices.
  When I inquired as if a police report has been filed for this tow, *** ****** HIMSELF lied straight to my face, stating: “faxed in, I pulled them up, I’ve been doing this a long time, I know you don’t know me, but I’ve been doing this my whole life, towing. I know the protocols too. They have DEFINITELY been sent. We run electronic fax, it’s date stamped and everything.”

  
  The refund mentioned in Andrew’s Tow and Recovery’s response was ONLY issued AFTER a formal investigation was completed by Regulated Industries in Kansas City, so please don’t try to frame this as something where you made a ‘genuine mistake’. Of the 8 applicable city ordinances relating to towing operations of abandoned vehicles on private property, your conglomerate of predatory towing operators were in compliance with ONE city ordinance. No matter what school you attended, 1/8 correct is a failing grade.

  
  *** ****** operates a minimum of 4 separate towing entities in the Kansas City area. That is extraordinarily unusual, given that honest business-owners would want their name associated with their (honest) activities. It is beyond obvious to everyone involved why *** ****** has so many separate entities, because he operates an emporium of predatory AND illegal towing.

  
  While I appreciate you trying to shift legal liability, everything posted by Mrs. Loring on social media is fact-based. You wouldn’t have issued a refund or “initiated an internal investigation” if the city didn’t make you.

  
  At the end of the day, this is NOT an isolated issue with one or two lower level employees. Andrew’s Tow and Recovery / ******* ****** continues to choose not to recognize that this is series of mistakes made from the top, by Andrew Langer. He lacks basic knowledge of fundamental city ordinances (and state statutes) as they apply to towing operations in Kansas City, Missouri. You could be an honest business-man, own up to your mistakes, and rectify them. Instead, you choose to argue with me over your BBB page. The lack of integrity is truly astounding.

  
  In the future, I would personally suggest that your predatory towing companies follow Kansas City ordinances, along with Missouri State Statutes. This would have prevented all of the towing and Regulated Industries violations which were uncovered. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 09/09/2024

  Andrew's Tow and Recovery LLC responded to this complaint on 08/27/24. We have no further response regarding this issue. We have no reason to argue with this person. The problem was resolved.

• Initial Complaint

  Date:11/13/2023

  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.

  My daughter's car was towed on 11/11 from a parking lot. No signs were posted about a tow away zone and no call number was provided. She assumed it had been towed. After dealing with the parking lot owners and getting an out of service number for the towing service they used, I called the police to see if it had been impounded. They had no record of it. I was told to have my daughter should report her car stolen. This was over the two hour time frame tow companies have to report that they have towed a car. Within 30 minutes of reporting it stolen, the police called and let her know it had been found at Andrew's Tow and Recovery. The company told her it would be $300 to get the car out. Upon arrival, the price was changed to $385, and they refused anything but cash. In addition, they would not give her any receipt or invoice detailing what the expenses were for. Of course, they refused to release her car until their demands were met. My concerns are that if no police report had been filed, days would have gone by before notification, and the bill would have been in the thousands. Also, because they are cash only and prices go up with no type of receipt, either the business is avoiding taxes or the driver who got her car out of the lot is stealing from the company. The car was towed approximately 12 blocks and was kept approximately 6.5 hours. In short, the company is extorting its "customers" and more than likely committing tax fraud.

  Business Response

  Date: 11/13/2023

  Kansas City Police Department was informed of the impound of the Chevrolet Malibu. Kansas City Police Department had not processed the paperwork at the time that they called in. My dispatcher informed The daughter *** ************ that the price was $385 in order to get her car back. *** ************ Then said her mom was going to "Beat" her. *** ************ then asked what she would have to do in order to get her car back. My dispatcher told her that she would have to pay the impound fees. *** *********** then asked if my Dispatcher would be there and if she could show him her *****, When my dispatcher said no then she asked if her mom could show her *****. The Dispatcher replied again "no its $385". *** ************ then Asked my dispatcher if She could perform sexual Acts, My dispatcher told her again "No its $385" *** *********** then asked "what if my mom and I both performed sexual acts then could we get my car back?" My dispatcher then told her "No its $385. When my Dispatcher and Drivers arrived at the lot they waited till 525 am. When *** *********** and her mother arrived she tried paying my driver for $300. When the driver informed them that that was not the price the Mother became irate and slapped my truck and threatened to call Kansas City Police Department. The Dispatcher told her that that was fine and that he was calling for her slapping the truck. She then walked back to the her car and left. *** *********** then arrived back at the lot and paid the impound fees. My dispatcher then asked them if they would like a receipt and *** *********** told him "No, then said a couple of profanities" We impounded the 2019 Chevrolet Malibu at 11:45pm 11/11/23 and then Notified Kansas City Police Department 45 mins later at 1230am 11/12/23

  Business Response

  Date: 12/06/2023

    My Dispatcher talked to the Daughter of this car, she stated she was the owner. My dispatcher explained to the ***** for the reason for the impound. She asked the price which was given to her 7 times, one of my drivers and the dispatcher was both present every time she asked the dispatcher if she was able to pay $300 and take the dispatcher to texas roadhouse. My dispatcher stated to her that the price was $355 and that was ***** then asked "what if I show you my *****" my dispatcher then told her that they only way will be released is by paying the impound fees. She then asked "what if My mom shows you her *****?' again My dispatcher then told her again the impound fees have to be paid,. She then asked if her car would be released by performing sexual acts and My dispatcher then stated again she must pay the impound fees. ***** then stated "my mom is going to beat my ass" then asked if her and her mom both performed sexual acts and again my dispatchers response was "Ma'am the impound fees must be paid. Upon arrival to the tow lot ***** tried paying only $300. My dispatcher informed her that she was short money and handed the money back to her. ***** walked to her moms car. The mom then walked up to my dispatcher and accused my dispatcher of saying different price. MY driver then told the mom that her daughter was informed of the price several times. The mom then looked at her daughter and then looked at my dispatcher and threatened to call the police then slammed her fist on the composite bed on my truck. The dispatcher then told the mom that was fine that he was going to call the police. The mom and daughter then walked away and got into a car. They ended up leaving and then returning back to my lot. she paid the bill and my dispatcher then opened the gate and released her car back to the daughter 

• Initial Complaint

  Date:07/29/2023

  Type:Service or Repair 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.

  I got my car towed through my carlot because i paid property taxes late (online you can't get your receipt same day) the tow lot removed all my belongings out of my car June 3 when i tried to pick my belongings they said i had to pay a fee to get my stuff. Once my carlot paid the 425 tow fee they released my things for pickup. With me working it's hard for me to pick my things up because the tow lot close at 4:30. Finally got a chance for my mom to pick my belongings up, she said the room was a mess an there wasn't no name tags on no one belongings they gave me someone stuff nothing i got back was mines i had lot of personal things. I feel like that is very unprofessional how the owner talked to me telling me i should have paid my car payment. I paid my tow fee of 425 i would like my money back for my personal belongings being stolen

• Initial Complaint

  Date:12/19/2022

  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.

  On 12/16/22 I unknowingly parked my car in a paid parking lot & therefore did not pay There was no signage above the parking spot & the signage at the entrance was crooked & facing the ground I could not see it upon entering. My car was towed between 10PM&11:45PM I called the number on the sign across the lot from where I parked my car in order to find it The person who answered told me if I could pick it up before midnight the price would be under $200 but if not it would be $270 or if I pick it up in the morning it would be $230 The tow truck driver at the lot that night told me I could pick my car up at 10 AM the next day and there would be no after-hours fee So I returned to the lot at 10:30 AM on 12/17/22 I called the phone number provided on a sign and was told they do not open at 10AM The tow truck driver told me the wrong info Then I was informed that their operating hours are from noon to 2PM I called at noon to get my car and was told it would be 45 mins to an hr before a driver could come to release my car I waited an hr and went to get my car When I arrived I had to call again and was told it would be 35 more mins This company charges based on how long your car is there yet will not release it to you and has no employees onsite He told me it would be $230 to pick up my car. I asked him why since their sign states it is $150 for the towing service $30 for storage per day & $25 retrieval fee The total should have been $205 He tried to tell me I was being charged for 2 days of storage - however my car could have only been there for 15 hours max. The tow truck driver told me he is would give me my car for $230 but was told by his boss that if I give him any attitude he was supposed to upcharge me As he unchained the gate he let me know that he was, "sick of my shit." He took my money I got my car, & he drove off. No receipt. I want to be refunded the correct price & something to be done about this company not releasing personal property in a timely manner.