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:03/19/2025

  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 Monday March 17, 2024, L&I Towing and Recovery towed my 2017 Toyota Camry from Tara Heights Apartments in Papillion, NE. I picked my car up the following day at their business location and paid $200 to release the car back to me. I checked my car over to make sure there were no damages. I found two deep scratches on my drivers side front fender. I went into the office there and spoke to Lee (not the manager) and told him what I found. He said that their business takes pictures before they tow the car for reasons such as this. I asked to see the pictures with a day/time stamp. He said I could call tomorrow and ask the manager for them. I called the following day and spoke to Jeff the manager. He told me he would not show me the pictures and that we could sue them if I think they caused the damage and that “your car has other scratches and damage” so “why would you worry about the fender.” I told him that those other scratches or damage were not part of this discussion and are my own responsibility. That doesn’t relieve them from paying to fix the damage they caused. He yelled and over spoke during the entire conversation and would not let me talk. There is no reason why they cannot show me these pictures if they didn’t cause the damage. I spoke to the Sarpy Police Dept who advised I make a report to BBB. I am asking for the cost to fix the fender after getting an estimate and my $200 fee for the tow.

  Business Response

  Date: 03/21/2025

  Thank you for the communication. It has been determined with our evidence on the company's end that we did not cause the damage to the vehicle. The scratches you are claiming we caused are consistent with the scratches on the vehicle before we touched it. We asked you what your goal was and what you were asking for exactly - you agreed you were not seeking a billing adjustment because you knew for a fact that the damage on the vehicle was there prior to our date of service. We are not required to send out photos, but did assure you that you had other routes to exhaust if that is what you wanted to do. Unfortunately, I disagree, I believe we had a thorough conversation and agreed to disagree on the situation. I'm sorry that this has come to a place of unhappiness of service on your end, but we are confident we did our best to reconcile the situation by communicating with you about it. 

  Customer Answer

  Date: 03/21/2025

   
  ********** ********  
  I am rejecting this response because:
  At no time during our conversation did I, nor my mom say that we ‘did not wish for a billing adjustment and the damage was already on the car.”

  I am asking for the business to pay for the cost to fix the damage on the fender. I will get an estimate from a body shop regarding the cost of the repair.”

  I am asking for proof including the pics they said they took of my car prior to the tow which should include the day and time the pics were taken to compare to the damage found on the car on Tuesday, March 18, 2025.

  I will also reach out to the apartment complex where the tow happened and ask for camera pics in the parking lot of my car prior to the tow. 

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

  Business Response

  Date: 03/24/2025

  Good afternoon, our response remains the same. We did not cause the damage claimed on the 2017 Toyota Camry. The scratches being claimed as our fault are consistent with the damage throughout the entire vehicle. We will not be taking responsibility because we are not responsible. This vehicle was damaged prior to our company towing. 

• Initial Complaint

  Date:01/08/2025

  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.

  The company towed our handicap mother’s car from our apartment complex. When they told us we could get it out they said it wild be $220. When we arrived they changed it to $232 without warning. We reluctantly agreed to pay the new amount. They told us they are cash only and made us go to the atm. After returning from the atm with $240, they said they don’t offer change and that I’d have to give them the $240 to get it out. They also didn’t have a receipt to give me. Most criminal business I’ve ever dealt with.

  Business Response

  Date: 01/09/2025

  Good morning. I am unsure of which vehicle you are referring to, but in the case that the "24 hour" storage period had exceeded, the price increases by $15. I imagine with the situation you are explaining, your vehicle had been stored at our satellite lot that does not have an office. When told of the exact amount due, it should be assumed to bring the exact amount if there is a possibility the tow truck driver who met you didn't have an office available to make change. Our driver's do not carry cash. I apologize for the inconvenience. We offer receipts provided after payment which would itemize exactly what you are paying for. We are allowed to only accept cash, that is our right. Unfortunately, we cannot offer you a refund due to the fact it was a valid tow violation. 

• Initial Complaint

  Date:10/11/2024

  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.

  On 10/2/2024 my property manager had cars towed from where I live. Several of us had not received a notification they we needed to move our vehicles as they were doing work on our streets. In the past, they have always left us paper notices about work that was being done, especially if it required us to move our vehicles. This time they’re reporting they sent out texts to everyone, although they report not having our family’s. Why we didn’t get a notice, I’m not sure. Regardless, our vehicles were towed by this company. I went up there to retrieve my vehicle shortly after 3:30p and discovered, while I was still on their property, that they damaged my car. I notified them right away, one of their employees took a photo of the damage and told me the owner would be in touch on the 3rd as they were no longer in the office. I have called several times, including that day and have yet to speak to anyone that can help me. I have also sent an email to them, with alternate way to contact me and nothing. The damage, although minor, is still needing to be fixed. The no contact thing is just shady business. I’d rather not have to take them to court over something so small, but it’s the principal. Fix what you damaged, it’s a simple as that.

  Business Response

  Date: 10/15/2024

  We as a company have investigated this claim of damage and with that being said, our staff has determined that the damage you are claiming is not our fault and was not caused by our tow truck driver when we towed it. We did not damage your vehicle when we impounded it per your apartment complex manager. We are sorry you were inconvenienced by the circumstances of the construction in your parking lot, but we are not responsible for the damage on your front fender of your vehicle. We strive to provide a quality, educated based service regardless of the situation. 

  Business Response

  Date: 11/11/2024

  Good afternoon, 

  We have answered the inquiries and still maintain the same stance. We did not cause the damage you are claiming. I am sorry for the inconvenience and as the manager I have responded to your complaint and established the line of communication in doing so. 

  Customer Answer

  Date: 11/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I provided video evidence of your tow truck driver backing into the very corner of my vehicle that is damaged and he somehow didn’t damage it? How exactly does that make sense? I guess if your business isn’t capable of doing the honorable thing, as I have video evidence, maybe police could treat this as a hit and run? Obviously I will be getting nowhere here. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/08/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 whole nightmare began on the morning of February 2nd when I was greeted with a tow notice on my vehicles driver side rear window. The reason given on the notice was for under inflated or flat tires. The notice also stated that the vehicle would be towed on 2/4 if the situation was not corrected. Well, that day I went and purchased a vehicle jack in order to inflate the tires to the desired liking of L&I towing. Fast forward to Sunday (2/5) and my vehicle was still in the parking lot of my apartment complex, like it should have been, as the tires were properly inflated. So based on the fact that my vehicle was still on the lot, I figured I passed their little test. The next morning (2/6) as I am walking to my other vehicle, I notice that my ******* ***** **** was not in its parking spot. At that moment I contact the towing company and they confirm that they towed my vehicle. Their reasoning was that the tires were flat. That statement was certainly contradictory to my visual inspection, conducted less than 12 hours prior. In speaking with the employees at the towing facility, they informed me that in order to get my vehicle back I would need to pay their ransom of $******. ********** ** *** ****** **** ******* ******** *** ******* **** ***** ******* ******** ******** That is not an amount of money I just want to give away. So, I asked that they waive their fee, as they should not have towed the vehicle in the first place. They rejected this and said something to the effect of, if you want the vehicle, it's $******. On 2/7 the vehicle was picked up ***** ************ ** ***** ********* ******  What I am requesting is a refund of $******, as my vehicle was towed without sufficient warning. The notice I received appeared to expire on 2/4. As my vehicle was still in my possession on 2/5 and the tires were inflated. If they really needed to take any action in that situation, they should have issued another tow notice.

  Business Response

  Date: 02/13/2023

  The tenant in this matter was stickered for a flat tire, we given them 48 hours to correct this issue. He could contact management or L&I to resolve the issue or be placed on a no tow list. The vehicle had a flat tire 2/6/23, and was impound for the flat tire. We give individuals a minimum of 48 hours to fix the issue or make contact. After 48 hours we will tow the vehicle, it is not picked up on the exact of time expiring. The ******** management told the individual that he had to pay the fee to pick up, and it was part of the agreement for the property. I did explain to him that if it has a slow link please get it patched and it would fix the problem. If he would have reached out we could have worked with him

  Customer Answer

  Date: 02/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  First of all, the ******** management team was not the party(s) who informed me that the fee would need to be paid. They informed me that there was nothing they could do about the situation, and it would need to be worked out between myself and L&I towing. I spoke with several members of their (L&I) staff, all of which neglected/refused to offer any sort of apology or refund.
  
  The version of the tow notice that was placed on my vehicle specifically stated that the vehicle would be towed on 2/4. There is no addendum or amendment article on the tow notice that denotes the vehicle could be towed after the date listed. Therefore, this omission appears to nullify the "legality" of the service that L&I towing and recovery rendered on 2/6.
  
  I still contend that the proper course of action that needed to be taken in this situation, was placing another notice on the vehicle. The reasoning for this, is because of their own implied agreement or deadline that they put in place to tow the vehicle, had passed.
  
  I believe that the only fair resolution in this matter, is to provide a refund in the amount of $***.
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/23/2023

  We do not have to do an amendment to the sticker, you have a certain amount of time to correct the violations or call us to resolve the sticker. As we previously discussed. I know based on our conversation you do not have the funds to fix the tire, and trying to sell it. As advised please do not park the vehicle on the premises if unable to fix the vehicle. We could have placed you on a no tow list if anyone would have reached out prior to the tow. We have a contract with ******** properties they are our customer and we are only upholding our agreement with them. It is always a good idea to reach out and get the accurate information in stead of assuming. It was also added for dead storage, due to the vehicle never moving on property. Again part of our agreement with ******** properties. I wish this individual all the best and hope things get better financially.

  Customer Answer

  Date: 02/24/2023

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

  The vehicle was towed after the date listed. The notice left on the vehicle specifically stated it would be towed on 2/4. There was not another notice placed on the vehicle after that date. The vehicle  was simply removed without proper notice. If a refund is not issued in the amount of $***, this will be filed in small claims court. Simple as that. 

  
  Sincerely,
  
  Justin ******

• Initial Complaint

  Date:02/02/2023

  Type:Sales and Advertising 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 used a sticker warning attached to my car (which damaged the window when trying to remove it) saying that because my registration was expired they would be towing my car within 48 hours. They have done this to my car once before and other cars in the lot many times. My registration was not expired, my stickers simply had been stolen. They do not have permission from my leasing office to tow cars with expired registrations. Doing so is in fact against the law, according to an ***** Municipal code which states that cars cannot be towed out of a private residence for an expired registration without the permission of the owner, lessee, or otherwise accountable party. When I called to ask for an explanation they could not give one, continued to argue with me and plainly admitted that they did not get permission from the leasing office of the apartments. This business is ********* and has completely unlawful towing practices.

  Business Response

  Date: 02/13/2023

  Contact Name and Title: Ian ***** Co/Owner
  Contact Phone: **********
  Contact Email: ***************
  L&I towing has a contract with ******** properties to monitor and patrol there lots. We work exclusively with that management team there, and have a contract on what they want done on each property. We are contract to sticker vehicles that have expired plates over 6 months, we do that by looking at the vehicles plates. We sticker them and give residents 48 hours to fix the issue or resolve it by calling in to the property management or ourselves. We have a no tow list that vehicles are put on or we resolve the sticker either by tenant, management calling in or a tow. If vehicles have plates that are up to date we do not charge the impound fee, if the tag was stolen we wouldn't charge if we can run it to verify by office staff during regular business hours. We also have each phone conversation recorded to ensure our protection and proper communication to individuals