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:01/31/2025

  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 used this company to tow my vehicle after being in an accident. I was charged $1,121 which I have been told by my multiple people including my insurance that I was way overcharged. I spoke to Integrity and they refused to let me retrieve my personal belongings until this was paid.

  Business Response

  Date: 02/19/2025

   

  Ms. ******, 

  The invoice for $1,121.00 includes fees other than a tow.The breakdown of your bill is as follows;
  
  
  Accident Hook - $175.00
  Loaded Mileage - $16.00 ($4.00/mile, towed 4 miles)
  Labor: $375.00 (this includes labor at the accident scene and the tow lot while handling your vehicle)
  Special Equipment: $45.00 (this is for a Rollback, your vehicle had extensive damage and is all-wheel drive)
  Storage: $180.00 ($90.00/day, charged for two days)
  Other Services (Clean Up): $245.00 (this covered excessive amounts of debris and fluids from the vehicle that had to be cleaned from the accident scene).
  Admin Fees: $85.00 (this covers numerous phone calls and the administrative time spent on this vehicle)
  

  Regarding our rates, our company is not the least expensive,but we are also not the most expensive. The rates charged to ***** ****** are comparable to other towing companies in this area for the above services. 
  

  Our company does not release any property from a vehicle without payment, whether it is for a private party or billed to insurance. This is standard practice in the towing industry.
  Please note that services you were not charged for as follows:
  

  When you paid for your car, your roadside towing service was not able to pick the vehicle up until the third day. This should have resulted in an additional $90.00 of storage, however our company did not charge that fee.
  

  You cleaned out your personal items from your vehicle at our tow lot. Later, you realized that you forgot some items in your vehicle and would not be able to retrieve them prior to your roadside towing service picking the vehicle up. Our company delivered those items to your residence at no charge to you.
  

   

  Our hope is that the above explanation of services will better help you and anyone reading this report to understand that you received much more than just one tow. 

• Initial Complaint

  Date:02/20/2023

  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.

  **** **********, the owner of integrity towing, dispatched to my location after I had a car accident that disabled my vehicle. I asked him to tow my car to my house, but he insisted on towing it to his lot. The insurance I have did not include collision coverage, which I thought it did, so now **** is telling me that I have to pay over $1000 in fees or the entire scrap value of the car to get it back. I emailed to request a copy of the payment agreement and he called me back to say that there is none.

  Customer Answer

  Date: 02/24/2023

  To Whom It May Concern,
  
  I just spoke with a representative to follow up about my complaint, and she suggested I supply the documentation I have for it (ID # in subject line).
  
  Mr. ********** has barely corresponded with me in writing, but in chronological order:
  
  1. Contact on 2/8

  2. Contact on 2/13

  3. My email on 2/20, immediately followed by a call

  4. SMS text correspondence, beginning 2/20 immediately after the phone call

  I did attempt to report the vehicle as stolen to the police department, but they told me he is within his legal rights and refused to file a report.
  
  Thank you,
  **** *******

  Business Response

  Date: 03/08/2023

  Vehicle was involved in a accident asked the owner if she has insurance?  She stated yes, advised her we could tow it to the lot or her home, and if we towed it to her home she would be responsible for the bill.  Towed to  our lot the insurance adjuster would look at vehicle for repairs and would take care of billing then.  Ms. ******* advised us several days later that she did not have insurance and that she wanted to pay $50.00 towards billing that was owed.  Last conversation with Ms.  ******* she was going to report her car stolen.  I advised Ms. ******* that we would start the process to dispose the vehicle off of our lot. 

  Customer Answer

  Date: 03/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Mr. ********** is lying.  I do have insurance.  My insurance company refused to cover my damages, including the tow, which is why he is able to extort me.  Regardless of my insurance status, my property is my property.

  Beyond his outright dishonesty, he is also concealing the fact that he talked me out of towing my car to my home.  I asked for it to be taken to my residence and he immediately stated he would take it to his lot instead.  Had he honored my initial request, I would never have needed to speak with him after the initial tow.  I was on the phone with a representative from my insurance company who mistakenly advised me that it would be covered.

  After my insurance company refused to afford coverage, Mr. ********** originally told me I would have to pay him over $1000 for him to release my car.  I requested a copy of the agreement I signed from Mr. ********** and he refused to send it.  He admitted on the phone that I did not sign a fee agreement but he still refused to release my vehicle for less than $650.
  
  
  
  Sincerely,
  
  
  
  **** *******