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:04/17/2024

  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.

  I towed from a lot to attached to my apartment building, but apparently is privately owned by another company. Driver was very rough, inconsiderate, and threatened to call the owner of the building I was towed from knowing he is armed, and has actively threatened to shoot me before. On top of, failing to provide me proper documentation to tell me where my impounding vehicle was going and how much it costs to retrieve it. I’m upset more with how I was treated than my vehicle actually being impounded. That can be solved. There is no reason to treat human being that way that driver treated me. Disgusting and appalling. When I asked the dispatcher/customer service representative to send me documentation, there were all types of excuses given as to why documentation couldn’t be provided. That’s bad business, and the rep wasn’t too kind herself.

  Business Response

  Date: 05/01/2024

  To Whom It May Concern:
  I am sorry if Mr. ****** believes he was
  mistreated. We have been in business for over 50 years. We will not be in
  business for another 50 years if our customers are mistreated. Our employees
  are required to treat everyone with respect.
  Impounding is a thankless job, but it is a part of the towing business.
  Nobody is happy about having their vehicle towed.
  Mr. ******** vehicle was parked in a posted private towaway area. The
  manager of the property called to have the vehicle towed for “unauthorized
  parking.” Our driver was loaded with Mr. ******** vehicle when Mr. ******
  confronted him. Our driver offered to call the property owner to see if he had
  permission to park on the property. We have no way of knowing the history
  between the owner of the property and the people who illegally park on their
  property. We have no knowledge that Mr. ****** had been threatened by the
  property owner where he parked his vehicle.
  Our drivers are in a precarious position when impounding vehicles for
  unauthorized parking. Our driver gave Mr. ****** the price to drop the vehicle
  on the spot. Mr. ****** told him he could not pay the drop fee. Our driver
  offered to call the owner of the property to see if he had permission to park on
  the private posted tow away parking lot.
  When Mr. ****** called our office, our office personnel was unclear as to
  what he was requesting. She could not provide a completed invoice since the
  bill was not paid. After verbally providing him with the price and what he
  needed to retrieve the vehicle, she did not understand he wanted her to put it
  into writing and email the same information. After figuring out what he was
  asking, she immediately emailed him that information.
  As a result of Mr. ****** providing us with the information that he felt
  mistreated, we will provide additional customer service training to our staff.
  
  Sincerely,
  *** *******
  Vice President
  ***********************

  Customer Answer

  Date: 05/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21588415
  
  I am rejecting this response because: I want an apology from the tow driver. I’m not upset about the tow, that was my error and lapse in judging. But, that does not give anyone the right to be rude and disrespectful to me. So, I want a formal face to face apology from the driver who towed me for his rude behavior when conducting business and failure to provide authentic customer care.
  
  Regards,
  
  *********** ******

• Initial Complaint

  Date:10/28/2022

  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.

  I called Broad & James Towing company October 27 2022 to have my car towed to Hughes Automotive at 6251 E Main st. When I scheduled the tow I read the address as mentioned above and they got it wrong. They put down 6271 and had my car towed to a company that was not through my bank or covered under my warranty resulting in me having to come out of pocket for repairs that should have been free of charge had my car been in the correct place. They gave me a receipt to sign off on, but I was unaware at that moment that the address they put down was incorrect. When I went to pick up my vehicle it was not where it was supposed to be and that is when I found out. I would like a full refund of 117.18 for this mistake, I did attempt to call Broad & James Towing about this matter, but no one was willing to reimburse me for the mistake THEY had made.

  Business Response

  Date: 11/07/2022

  We had some problems retrieving the original phone call recording from when Ms. ****** called requestin the tow.  We were finally able to have  our phone company send us a copy of the recording.  Our dispatcher misunderstood the customer to say the destination as 6271 E Main st, when the customer stated 6251 E Main st.  Our tow truck driver did verify the address when he picked up the vehicle, and the owner signed the invoice stating the destination as 6271 E. Main st. 

  We are willing to refund the amount Ms. ****** paid us for the tow, since there was an original misunderstanding over the phone.  I have attempted to contact her by phone to inform her that we would refund the amount she towed.  I am waiting for her to return my phone call.

   

  *** *******

  Broad & James Towing