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:12/22/2024

  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.

  Im a resident of ********* apartments located at *************************************************************. Yesterday, December 21, I woke up to find that my car had been towed without any warning at all. It was apparently towed at 0330 on Saturday. I did not receive any notification, email, or phone call from neither the apartment complex nor the towing company. The towing company is Emerald Valley towing located on *********************************. They would only accept cash, and the lady I spoke with from their office did not let me know ahead of time that they required exact change. I obtained $500. They requested $460. Cash only.Once I arrived by **** to the towing office at 3pm, The guy who took my form of payment was not the man who towed my car on Saturday, December 21. He was upset from my not having exact change, but we compromised and he took it upon himself to get me my $40 back from a nearby 7/11 so that I could walk away feeling at least a little bit treated fairly.However, I feel like this was a complete violation of both my apartment complex and the towing company. Ive also been recovering from a medically necessary surgery and I am one week postop from that. I had to spend an additional $13,200 for the surgery. On top of spending $460 for my car being towed without notice, from my own apartment complex, in a spot I didnt know belonged to someone else. My car was stored at the W12th location for only 12 hours. The man never signed my receipt, which I have to go back to get signed, I never got a photo of my vehicle, I never got a request for a hearing, nor any slip on my car since it was just gone within hours of parking in a spot I normally do. I have contacted my apartment complex by email, the OR board of towing, and Emerald Valley towing. I am waiting to hear back.

  Business Response

  Date: 12/23/2024

  ******,
  
  
  I appreciate the email. I first off would like to say that we are truly sorry that your vehicle was towed, It is never a good feeling or a pleasant situation. I have provided a response to each subject for you, Thank you
  1) Your car was emailed in at 2:05am and towed at 3:17am
  
  1) Go against ORS *******, which states:
   If an authority proposes to take custody of a vehicle under ORS ******* (Custody, towing and sale or disposal of abandoned vehicle), the authority shall provide notice and shall provide an explanation of procedures available for obtaining a hearing under ORS ******* (Hearing to contest validity of custody and towing). Notice shall be given by affixing a notice to the vehicle with the required information. The notice shall be affixed to the vehicle at least 24 hours before taking the vehicle into custody. The 24-hour period under this subsection includes holidays, Saturdays and Sundays.
  

  Response:  This ORS pertains to an abandon vehicle. Oregon State law states that if their are towing signs in place at a business, apartments complex etc. They must either (A) be posted at each entrance of the facility and or (B) In front of each parking space. Our signs their at the ********* are posted at each entrance. The law also states that the towing signs must have all the proper information, ORS codes, facility address, tow company name, phone number of the towing company and the signs posted correctly (witch they are), Violators are subjected to be towed immediately with out any notice left on the violators car when requested by either the resident who owns the space or the property owner/management. In this case, the resident who pays for that parking space had called and sent Via email at 2:05am with the photo of the Tesla Oregon plate: 386-PGD  in violation of parking in their space without permission. 
  
  
  2) Go against the rules on the OR department of justice website: 
  ORS ******* Custody, towing & sale or disposal of abandoned vehicle
  After providing notice required under ORS ******* (Notice prior to taking vehicle into custody and towing) and, ...
  The towing company must provide you with its phone number, the vehicles location, the cost of recovering an impounded vehicle and the payment methods theyll accept. The information can be posted on a sign, handed to you on a sheet of paper or sent to you by mail. As of Jan. 1, 2018, a tower needs to get signed authorization from the owner of the parking lot before towing the vehicle. The tower needs to keep a copy of the signed authorization for at least two years and provide a copy upon request at no additional charge. The tow truck operator must also take a picture of your vehicle to show how it was parked in violation of a prohibition posted on a sign at the lot.
  
  
  Response: Per camera recording and phone recording. You had never requested either one of these items while picking up your vehicle. I have attached both the email from the resident (written authorization)  and photos that you are now requesting. You may also call the local police department at ************ and they will give you the exact time your car was called into them when towed.

   

  Emerald Valley Towing response: ****** has sent Emerald valley towing numerous emails. We here at Emerald Valley Towing have responded to all email and have provided all proper documents required by state law to ******. We have provided the signed authorization and the photos of the illegally parked car that was called/emailed in by a resident whom pays for that space.
  

  Customer Answer

  Date: 01/06/2025

  Sorry for the delay. I did receive the message from Emerald Valley towing; it was more or less the same in my personal email correspondence to them. Im extremely disappointed and frustrated with the way emerald valley towing and my complex have decided to do things. Within 6 days of my tow, emerald and/or my apartment complex went to the front of the entrances and changed our towing signs to be more clear and within regulations. Some of the signs taken down went from Permit parking only to numbered spaces reserved.
  
  So this hasnt been completely resolved, and Im so close to taking this to small claims court as I know that theyre not a good business, and they scam college students with exorbitant towing fees. Even their staff are commission-based only. 
  
  I lastly do not agree that a tenant emailing the towing company is written authorization as outlined in ORS ******, which is actually where it discusses towing with owners permission in ******. And he didnt check any camera footage. Because I did ask about who had towed me, and their name, the driver said I cant tell you. Only until I talked to ***** *. Whom then acted like I was the inconvenience to him. I believe hes one of the owners. 
  
  At this point, I dont think I will get very far with the BBB anymore, but I did my part to do what I could in reporting a poorly ran company such as emerald valley.
  

  
  

• Initial Complaint

  Date:12/07/2024

  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.

  Emerald Towing towed my vehicle on Friday, December 6th, 2024, while I was visiting a friend for approximately two hours. I believed the spot I parked in was legal, because my friend informed me that certain spots were designated for tenants guests, not reserved. I have parked in these spaces for months without issue. Upon calling the tow company to confirm, I tried to explain the situation, but the employee rudely dismissed my concerns, stating that according to their arrangement with property management, any vehicle without a pass would be towed. While I understand the policy, I was shocked by the $460 fee, especially since the tow was only 4.3 miles, did not require a tow bed, and the vehicle had been in their possession for just 3-4 hours.Having worked in car and motorcycle repair for over six years, I know typical tow fees and how and why they charge for certain things, and this amount seemed excessive, especially considering the cash only requirement, which gave me pause. I understand that tow companies have a difficult job and deal with ***** all day every day, but the complete lack of empathy and professionalism was astounding. When I tried to reason with him, he showed no respect, even suggesting I wait until Monday to contact property management if I was so sure they were mistaken, fully aware this would only increase the bill.Though I never claimed that the tow company was "wrong," I needed my car for work, and I had no choice but to pay the $460 to retrieve my vehicle. This experience left me feeling completely taken advantage of, and the condescending attitude I encountered was unacceptable. I would never treat another person in such a manner.

  Business Response

  Date: 12/18/2024

  I have read the complaint but I have no vehicle information or were ths vehicle was towed from date and time can we please get more informtaion so i can address this correctly thank you. 

  Amber 

• Initial Complaint

  Date:08/31/2023

  Type:Product 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.

  Unfortunately I had my car towed through this company. I am now being accused of things I did not say. I didnt react well to my car being towed and I asked the company for their attorney information. I had just spent my day in court going through litigation against my abuser. I do not recollect how my parking pass got knocked down. I did record myself getting possession of my vehicle and getting into my vehicle then locating the pass. I was upset and crying already going through a humiliating misogynistic experience in court admitting to the things my abuser did to me, then the following day finding out my car was towed. I understand everyone has problems. I wasnt in the best place to respond to $390 tow. The only vehicle my little girls and I have to get around. We dont have family around here or anyone to help us at all in the world. Its just the 3 of us. I would have loved some compassion from this company. I take accountability for being angry and my reaction. Im not in a good place to react to my car being towed, with video proof of the parking pass located in the vehicle, and the recorded phone calls that I have from this event. Ive been seeking asylum from my abuser, this is my safe place- my car being towed was hurtful. I spent the whole day in a court deposition, fighting for Justice, and I was exhausted getting home from ********. Accidents happen. It doesnt hurt to be kind when you can clearly see someone else is hurting already. The company then accused ME of saying that I will *** you and youre stealing my car. Again I asked for their attorney information which I am allowed to do. I have video footage of these phone calls as I have ring cameras throughout my home- I did not say that verbiage. Im not someone who causes problems or goes out of my way to try punish others. I can private all pictures, emails, footage, video recordings etc. Their reason on my receipt is that permit was not in vehicle when it in fact was inside the vehicle.

  Customer Answer

  Date: 08/31/2023

  I had a typo private meant provide. The attachment files that I can send over, are too large. Especially the recorded phone calls(video footage from my ring cameras) are too large. Thank you. 

  Customer Answer

  Date: 09/19/2023

  This complaint was resolved and I want to withdraw this from the business. It was miscommunication and human error. Im thankful it was resolved. Thank you.