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:02/05/2025

  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.

  My vehicle was repossessed on 11/19/24. The towing company caused damages to my driveway. I hadn’t seen the state of the car until I received it on 11/21/24. It is an AWD vehicle and I back into my parking spot. I made sure to mention in my communication with the company that I was concerned about any damages incurred to the vehicle due to the aggressive nature in which the car was dragged out of the driveway. Once I got the car back, I noticed there was a sound coming from it. I reached out again to start another claim(alongside the driveway damage) and they asked for estimates to be sent within 10 days. I got everything sent. It’s been close to 2 months since they received all documents for me to finally receive a call from them saying they would not be paying for reparations. The car is new, I just got it in September 2024. It only had 16k miles (23k now) The operations manager(Bob) that called today 2/4/25 said he was told it was possible but that they were still not going to repair. How is it possible that the car on 11/19 maybe like 2 hours before it was picked up had absolutely NO mechanical issues but only after it has been towed it is making sounds? He advised me to contact ****** for manufacture warranty however any payment would come out of pocket. The damage to my property occurred due to their negligence and they are refusing to take responsibility. I don’t have any copies of any documents sent to them but they should have the originals. Contact number for Bob is ************ **** ****

  Business Response

  Date: 02/19/2025

  BBB spoke to the business and the following was relayed: This is the 1st complaint our company has ever received. We've been in constant contact with this consumer.  We provided her with the claim filing process.  She filed the claim and submitted the documents.  We responded back to her with an offer of resolution, however, she is not happy with our offer. We conducted a thorough investigation and determined that the tow was performed properly based on industry standards and standard towing practices.  The information and documentation she provided to us had no merit and did not prove the damage to her vehicle was caused by improper towing.  Furthermore, we did additional investigating and discovered that the vehicle was purchased Used at an auction.  She does have a warranty that covers wear and tear and therefore would cover what she claims is damaged on her vehicle.  We gave her information from our research in an effort to try and assist her.  We are not responsible for the alleged damage to her vehicle but we did try to offer resolutions to her in an effort to help her. In regard to the driveway, there was a scratch that we admit we caused.  We were put in contact with this complainant's landlord and we admitted we did cause a scratch and offered to work with the landlord on resolutions.  The landlord demanded $15,000 for a completely new driveway.  We declined to completely replace the landlord's driveway for $15,000 because of a scratch.  However, we did offer to patch over the scratch and then completely sealcoat the entire driveway at no cost.  When our good faith offer of resolution was declined by the landlord, we consulted with several sealcoating and pavement 3rd party companies to inquire as to whether or not our offer was fair.  All 3rd party companies we consulted with told us that our offer to patch the scratch and completely sealcoat the landlord's entire driveway was more than fair and more than efficient.  We made this offer as a courtesy but it was declined.  

  Customer Answer

  Date: 02/19/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Regardless of if the car was purchased at an auction I brought it through *******. They go through their own checklist prior to selling vehicle. The ****** report they provided showed no issues, I think there was a minor thing but that had been replaced and it was NOT anything mechanical. Their idea of a resolution is to send me to a dealership and for me to pay out of pocket for repairs. I reiterated to Bob that I had literally driven the car a couple hours prior to it being towed. There was no sound coming from the car then. How am I supposed to prove that if the only thing that happened from it not making noises to now was the towing.  I backed into my spot and went inside, only realizing the car was gone until I had to leave for work that night. The comment about them being in constant contact with me is a lie. I have email records of me reaching out repeatedly for weeks to no avail. I called their customer service several times asking for updates and I just kept getting the run around.   The estimates for the driveway repair were from two different companies(as Legacy requested). I recall one estimate being 8k and the other one was either 9-10k. I don’t know where the 15k is coming from. I think the landlords issue with their resolution was that it would be an obvious patch job. His property had no defects and he wants it back to how it was prior to the tow truck messing it up.  
  Regards, 
  
  ***** *************