Complaints

This profile includes complaints for Tow Guys's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tow Guys

  3850 Losee Rd North Las Vegas, NV 89030-3307

• 

  Tow Guys

  3823 Losee Rd North Las Vegas, NV 89030

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:04/25/2023

  Type:Service or Repair 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.

  On 4/25 I found out that my car was towed from my mechanic shop located at ************* *************************************************************************************. My car is a **** Jaguar ****** and needs parts to run over 5 mph. Owner of Imperial gave the landlord (****************** LLC) a list of cars not to be towed due to chain supply issues and having to wait on parts. I have a open work ticket with the mechanic and the car was being worked on while waiting for parts. My car was unlawfully towed and I have a buyer (which I can prove phone calls and emails) coming on Saturday 4/29 to buy it. If I lose the buyer they will have to pay me the cost of the car plus the storage. ********* *********** said the owner of the property had it towed and this was unlawful because I have a open work ticket on my vehicle. I would like my car returned and I am not paying for this!

  Business Response

  Date: 04/26/2023

  Good day. I have read your complaint and you should know that this Jaguar was towed within the confines of ****** law. Prior to it being towed we were given a specific request to tow the Jag from an authorized agent for the property. Now that said we are new to the property and if Im not mistaken the management company has not been there very long. If youll give me a couple days to look into the details of your complaint and try to determine if a mistake may have been made by management. Ill share my findings with you when Im done and if the Jag was mistakenly towed we will figure out an amicable solution. My email is *********************************** and my name is ****. You can contact me there and Ill let you know what *** learned. Let me know if this is an acceptable course of action. Thank you. 

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19982645
  
  I am rejecting this response because:  I sent an email to **** at *********************************** asking for my car back today since I have evidence of everything I have mentioned and I also called the ********* police department.  There is zero reply from this person.  My mechanic and I now will have to hire our lawyers which we have been in contact with.  My buyers wants to buy the car this Saturday and I need time to wash it and clean it up and fix it up to sell like I had planned.  Again I have evidence of the buyer coming here from AZ on Saturday who is expecting a perfectly cleaned up car etc.  I expect this car to be towed to my driveway since I can not trust this company to do it again before Saturday and now will be hiring a person to come to my house instead of at Imperial Auto who would have cleaned it up for me as planned. I already lost a day of work yesterday as well.  So I reject this response. It is after 5:00PM and this person had all day to resolve this professionally.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/27/2023

  In lieu of your rejection of my offer to help sort this out I have stopped my efforts to assist in the matter. As I stated previously the Jaguar was lawfully impounded. With your intention to involve your attorney I will have no further comment on this matter. All future correspondence regarding this will be forwarded to our legal department. 

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19982645
  
  I am rejecting this response because: Tow Guy wanted to handle this "amicably" and so did I. I sent Tow Guy an email explaining that I have proof of my open invoice of my car being worked on at Imperial Auto. Due to chain supply issues parts were heavily delayed. The owner of the property itself seems like a scam since they do not answer their calls in **. I gave Tow Guys till 5pm yesterday 4/27/23 to respond to my email but they refused.  So now legal action will take place because I will lose the buyer for my vehicle due to their unlawful actions.  Again, I have provided the BBB/my lawyer in an email all my evidence/reports/documents which include texts/emails to support my case.  This is a scam/fraud and exhortation of money from me as well. This will be the last time I am requesting my car to be brought back to my house in Lake ********* at ***************************************************************************  Last amicable attempt to resolve this. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/16/2023

  We were requested to tow this Jaguar from Hot *************** located at ****************************************************************************. We received a signed specific request for tow from an authorized agent for the property. The vehicle was towed lawfully and reported to the authorities. Several days perhaps even a couple weeks passed and I received a call from Imperial Auto regarding this. He expressed his stance on the vehicle and his belief that it should not have been towed. I in turn reached out to my contact that had authorized the Jag to be towed and filled him in on what I had been told. He said he had to do some research and he would call me back. The following day he got back to me and we discussed the matter. He was not able to find where arrangements had been made for that specific car but noted that similar arrangements had been made for other vehicles. That said he asked me if I could help him out with this Jaguar. I told him that I could and I would and to have the owner come to our impound lot and pick up the vehicle and no fees would be collected. He said hed contact the shop and let them know. Through today no one has contacted us regarding picking the Jag up. That is the last contact I have had with anyone regarding this matter. Along with this BBB complaint I have received a demand letter from an attorney and a complaint filed with the ****** ************************* The only method to contact Ms **** I have is through mailing through the ***** I have never received a call. Id like to get one now on my cell phone, my number is ************ and my name is ****. Once I receive the call I believe the matter will be resolved amicably before the call is over. 

  Customer Answer

  Date: 05/17/2023

   
  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.

  I will call **** and have my mechanic tow my car to my house with no fees. Thank you very much.  

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

• Initial Complaint

  Date:03/13/2023

  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.

  On 3/8/23 My car was towed completely illegally and for absolutely no valid reason. It was parked at a hospital!!!!!! It wasnt a hazard and it wasnt parked illegally!!! Literally when was the last time anybody has gone to a hospital and come back to having their car towed!?? Absolutely never!!!! Why was my car then somehow towed!??? Cuz it had to be under made up reasons or completely false pretenses. It makes no sense nor does this ever happen. Then when I called the company the *************** who was working and answering the phones was yelling and being super aggressive just for me asking a couple reasonable questions then for hung up on. When I called back he was still being aggressive, even more so when i asked for some details about the tow trucks and business licenses and refused to give me any sort of details which Im pretty sure i have the rights to this info if requested or that it might even be illegal to purposely withhold such info. And theres still more red flags about this entire situation. A few more things worth mentioning is when I asked about the reason for it being towed..the answer he claimed was, it was an unsafe hazard. Which is absolutely false and outright made up. I then naturally asked who called to get it towed!?? And even tho I know all these are bs reasons/answers i next proceeded to call the hospital(UMC) to fact check everything to just make sure that my instincts werent wrong. And guess what!??? Sure enough when I spoke to the head guy at the public safety department of the hospital, He flat out told me, that they dont tow cars in the hospital parking lot EVER!!!! Just like I thought because its literally unheard of that your car is or will get towed when your park in a hospital parking lot!!!! It just doesnt ever happen cuz it makes absolutely no sense or cuz theres never any sort of valid reason for such a ridiculous thing to take place hence why it never happens or you never hear of something like this happening!!!!

  Business Response

  Date: 03/21/2023

  On 3/8/23 we received a call from security at *** Hospital. Upon arriving my driver met with the security officer who authorized the towing if this vehicle. It was parked in a pay to park lot and either did not pay or the time period that was paid for had lapsed by more than 24 hours. My driver was informed that the vehicle had been sitting with a boot attached to the wheel for 3-4 days prior to it being called in for tow. The security officer removed the boot and my driver proceeded to impound the vehicle.
    All laws as set forth by the *************** were strictly adhered to while perfecting this private property impound. 
  
  photos of the vehicle are attached and were taken moments prior to the commencement of the tow. 
  
  Thanks for your assistance. 
  
  Sincerely

  
  

  **********************;

  Impound Specialist 

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19585926
  
  I am rejecting this response because:
  I called umc and spoke with the public safety department that handles the security and parking and they flat out told me they dont call to have cars towed from the hospital!!! Also its ironic cuz when i called the tow company itself it cited different reasons for the tow. Now its changing the original story or reasons it was allegedly towed for. Theres too many discrepancies in all this. Seriously when was the last time ever you heard of a car being towed when you were in the hospital getting care!!?? NEVER!!!!

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

  Business Response

  Date: 03/23/2023

  There is nothing in the law that states the person that had your vehicle towed is required to tell you they had your vehicle towed. Most people do not want to be the bearer of bad news. Especially in this type of situation and for fear of reprisal. On the contrary the law states that we, the towing company, may not disclose the name or information of the person(s) that authorized the tow. Your perception of non-consent towing (impounding) is obviously skewed. We do not have any say in what we tow. In fact that choice is made by vehicle drivers when they park their cars. Did you happen to make payment prior to parking your car in a lot that requires you to do so? 
  I submitted pictures of your car prior to it being removed by our truck. In multiple pics you clearly see an immobilization boot attached to the rear passenger tire. This was installed and removed from the wheel by a security officer ******** by the company that is responsible for the security of the lot you were parked in. You have questioned the legality of the tow through the ******************************* and you will soon have an answer from them regarding the matter. I am confident that they will deem your complaint as unfounded and that the towing of your car was done legitimately and in a lawful manner. To address your question on when I hear about a vehicle being towed from a hospital. My response is about 5 times a year per my records over the past 5 years. Im sorry you were towed but facts are facts and whether or not you agree with them does not change them. Unfortunately you didnt agree to pay for parking when it was required to park where you did and as a result you were held accountable. Just as you are holding me accountable for towing your car through the BBB and the ***. I have satisfied the requirements needed to be accountable in this matter. Perhaps you should consider taking responsibility for your actions instead of shunning it and accusing our company of performing our job without legitimacy. 

• Initial Complaint

  Date:11/30/2022

  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.

  On 11/30/2022 Tow Guys illegally towed my vehicle from my apartment complex. When I called them they told me the license plate on my car belonged to another car and that is why the car was towed. This is false. I bought a new car and transferred the plate with the *** approximately 21 days prior to the car being towed. I was forced to miss an important meeting to go pick up my car. I waited approximately 45 minutes for my car even though I proved that my car was legally registered. They FORCED me to sign a form that said I had seen my car and there was no damage to the vehicle and I released them from all liability BEFORE I even saw the car. They wouldn't even let me near the car until I signed the form. I turned on my camera to record me telling the woman who worked there that I did not release the tow company from liability and the clerk refused to help me. She then also refused to provide me with a copy of the form I was FORCED to sign to get my car back. Also, of the posters informing consumers of their rights were posted. These posters are required by law, but they were not posted. Overall it was a humiliating and frustrating experience. They illegally towed my vehicle and committed larceny and I believe they should have their license revoked.

• Initial Complaint

  Date:10/07/2022

  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.

  On Jan. 19, 2022 I purchased a vehicle. A **** ***** El Camino from Tow Guys Auto Auction located at ****************************************************. The purchase price was $3,200.02. Upon attempting to obtain the title from DMV, they notified me that the car was reported stolen. Upon purchase I was given Lien documents from the auction to transfer ownership. The date of the theft according to NCIC was reported by the owner of the vehicle at that time on 10/12/2021. Her insurance company, State Farm had settled her insurance claim & was issued title on 12/07/2021. On 12/07/2021 State Farm was the owner or the vehicle. On 12/08/2021, Tow Guys sent notification of demand to *********************** who was no longer the owner as of 12/07/2021, State Farm was. With this being the case, it is my belief that the Lien documents Tow Guys gave me to obtain legal ownership were null & void. I was never able to take proper legal ownership of the vehicle due to the stolen status of the car as well. *** ********************** came to my residence on June 14, 2022 took the car in recovery of a stolen vehicle. My complaint is, I paid $3200.02 to Tow Guys Auction for a vehicle that had been reported stolen on 10/12/2021. The Lien documents they gave me to transfer ownership to me should have been null & void because as of 12/07/2021 State Farm was the legal owner & was never notified or listed in the Lien packet I was given. Tow Guys sent their demand letter to the previous owner on 12/08/2021. The car was recovered by ******* on 6/14/2022 still in stolen status. I was NEVER able to take legal ownership of the vehicle. I now am out $3,200.02 & the vehicle. I have NOTHING for my money.