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:02/14/2023

  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.

  This is a continuation complaint from case# ********. On 10 February 2023, I called my insurance company to get roadside assistance with a vehicle I had in impound. I arrived at Ace Towing & Recovery somewhere between 1-1:30pm. I paid the fees to release my vehicle. My roadside assistance hadn't arrived yet. So, I called him. He answered and said, he was 4mins out. I went back in the office to tell the rep to bring my vehicle to the street so it could be loaded on the flat bed. At that time, roadside assistance arrived. The rep from the towing company used a forklift to drag my vehicle to the street. He dropped it off and went back through the gate to the impound. The driver and I proceeded to take pictures of my vehicle. My vehicle's top was crushed on the rear right and left pillow, on front of the gas lid, on top of the passenger door, on top of the hood, and the two back wheels had curb rash. Once the driver got my car back home and off loaded it, I opened the hood and found that Autohaus had just completely tore my engine up. They replaced the timing belt. But the timing belt cover was missing, and they left the belt to the water pump and alternator hanging. The front bumper had a little crack in the middle. However, they finished tearing the front spoiler up from loading and offloading my vehicle on tow trucks. My guess was the vehicle was damaged by a combination of Autohaus towing the vehicle to Ace Towing or Ace Towing damaged my vehicle while it sat in impound. I know for sure Autohaus tore the engine up and left it as is. See attachments and receipts. Thanks for your cooperation to this matter.

  Business Response

  Date: 03/06/2023

  Please see attached

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service 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.

  They towed my vehicle with me and my belongings in it on August 26,2022. When explaining things to the person over the phone they refused to acknowledge the problem as well as the error they made when beginning the towing process. I

  Business Response

  Date: 10/27/2022

  Ace Towing & Recovery
  1533 South Blount Street
  Raleigh, NC 27603
  (919)821-2121
  
  Better Business Bureau
  5540 Munford Rd STE 130
  Raleigh, NC 27513
  (919)277-4222
  
  Ref: ***** ******
  4900 Edgerton Drive
  Raleigh, NC 27612
  (984)251-3743
  
  On August 24th, 2022, Ace Towing towed a 2008 Blue
  Ford Taurus – Vin# *****************. 
  This vehicle was removed from the property at ******* **** Townhomes/Apartments.  Ace Towing has a towing agreement, along with
  24”x24” signs posted at the entrance to the property.  The Community Director called Ace Towing
  personally to request this vehicle to be removed from the property.  The vehicle was in violation for not having a
  current license plate and left abandoned/unclaimed on the property.  I will provide supporting documentation
  regarding this matter.  The towing rate
  is $200.00.  First day of storage is free,
  the first 8 days of storage after that are $45.00 per day ($360.00), and on the
  10th day is when storage goes up to $55.00 per day – 56 days at
  $55.00 = $3,080.00.  The Unclaimed Motor
  Vehicle Reporting fee for this is $50.00. 
  This brings us to a grand total as of today, 10/27/2022, at
  $3,690.00.  After today that total will
  continue to rise.  If the vehicle is not
  claimed, Ace Towing will continue with the legal paperwork that will grant us
  the right to the car.  If the owner of
  this vehicle would like to retrieve the vehicle, they can contact us at
  (919)821-2121.  We would be willing to
  negotiate these prices so that the owner can have their vehicle.  If the owner is not interested in retrieving the
  vehicle, they can always come down between 8-5AM Monday thru Friday to get
  their personal belongings.  If there is
  anything else I can assist with on this matter, please let me know.
  
  Sincerely,
  
  ****** *****
  Accounts Manager
  ***************************
  ************* 

  Customer Answer

  Date: 10/27/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
   The car was not left unoccupied I was inside the car with the tarp on handling a phone call and I have a witness to attest to this. Your driver did not only lifted the tarp of of my car that I placed but he did not check to make sure there was a person in the car. Then when I spoke on the phone to one of your other associates they got quiet when they asked the driver and the driver confirmed that what I said was true. 

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

  Business Response

  Date: 11/01/2022

  Ace Towing & Recovery
  1533 South Blount Street
  Raleigh, NC 27603
  (919)821-2121
  
  Better Business Bureau
  5540 Munford Rd STE 130
  Raleigh, NC 27513
  (919)277-4222
  
  Ref: ***** ******
  4900 Edgerton Drive
  Raleigh, NC 27612
  (984)251-3743
  
  This is in response to ***** ******’s second response.  The driver stated that when he arrived to the
  property to remove the requested vehicle, a person got out of the vehicle.  At that moment, my driver proceeded with
  towing the vehicle away from the property. 
  The vehicle was NOT towed away from the property with a person inside
  the vehicle during towing.  As of today,
  11/1/2022, the bill is $3,965.00.  We
  would be willing to release the vehicle at over 80% off, for $500.00.  We believe this is a fair and final offer.  Otherwise like mentioned previously, Ace
  Towing has already processed DMV paperwork that will eventually turn over
  ownership of this vehicle to us if this is not resolved soon.  If there is anything else I can assist with
  on this matter, please let me know.
  
  Sincerely,
  
  Morgan Davis
  Accounts Manager
  ***************************
  (919)821-2121 

  Customer Answer

  Date: 11/01/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******