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:06/25/2024

  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.

  On March 27, 2024, I was wrongfully towed by Essentials Towing at Auden Albany and was charged $350.85 to recover my vehicle. Rick, an Essentials manager, advised that ***** recently contracted Essentials and that they could use their own discretion on who and when to tow. This contract and the new parking/towing procedures were premature as the rules in the adopted legislation on towing restrictions in Albany County (ch 279-1 - attached) were not followed. Prior to March 27, my vehicle was parked in visitor parking a few times per week. I called Auden back in September 2023 for visitor parking directions and was advised to park in the front lot by the main office. In December 2023, an additional call was made to ###-###-#### and a woman confirmed that the front lot was still ok for visitor parking. On 3/27/24 around 9PM my vehicle was towed from this front lot. Our family panicked thinking that the car had been stolen. It was eventually learned that Essentials used their discretion and towed the car. The next morning, we looked for any new parking signs or notice. No conspicuously posted signs were present. We took timestamped photos (attached) and then drove to Essentials to inquire why they authorized this tow. Rick was shown pictures of the Auden lot depicting a lack of notice. He responded that rules change and that Essentials was still in the process of posting signs and notices. Rick would not release the vehicle until we paid $350.85 in cash. He noted that this amount was a discount due to the circumstances. We attempted to resolve with Essential’s owner, Brenda L*****, via BBB’s email system, but received no response. Several days following our complaint, proper notice and signage was posted by Essentials at Auden (photos attached). I would like to simply reach a fair resolution in recovering my $350.85 before seeking Court intervention.