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Business Profile

Towing Company

Castle Towing & Recovery

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Towing Company.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/07/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 10/4/24 my vehicle broke down approximately 12pm. I contacted ***, they dispatched Castle Towing. I was contacted by them for information. Their driver, **** Peak, contacted me several times as well for further information. Last time I spoke with **** Peak was 2pm, stating he was on his way to pick up the vehicle and would call if he needed further assistance/had any questions or issues. I was not contacted further by ***, Castle Towing or *************. On 10/6/2024 at 3pm I was informed by my mechanic that my car was never delivered to the shop. That it wasnt ever picked up. **** Peak canceled the tow service. No one contacted me to inform me that my vehicle wasn't towed, that they had decided not to pick it up. When I discovered over 48 hrs later that it had been left with out anyone letting me know, it had disappeared. After contacting State Patrol, they filed a stolen vehicle report. 4 hours later they finally located my vehicle. Which had been towed and impounded by another company upon a private resident request. This was severe negligence on Castle Towing (and AAA).

    Business Response

    Date: 10/23/2024

    On Saturday , October 5th, the complainant required tow service from *** who we are contracted with. The complainant has a Classic membership which allows for 3 miles of towing at no charge. This particular tow was a total of 28 miles. This would result in the member owing for 25 miles at $7 per mile. When **** arrived on scene, several attempts were made to collect payment and advise member that she was needed on scene, as per *** policy. After waiting on location for 45 minutes the driver cleared the call as car but no member. 

    The complainant also filed a complaint with *** stating that monies were collected from her as well. This was deemed unfounded due to the documentation that was made at the time of the call. 

    In attached file, the payment shown is what the driver received from AAA for being on location. This shows the time stamp for the drivers movements. 

  • Initial Complaint

    Date:05/23/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This Incident occurred Wednesday May 22nd They came unprepared to tow bikes then called another truck to get straps to tie bikes down then charged 2 tow fees of $280 so $560 for calling 2 truck,loaded both bikes on same truck as well! When I came into talk about it they got defensive and hostile and a driver threatened me with violence! this is bad business practice,bad customer service, social skills, When I told them I was going to leave a review they trying to scare with law suit! Why would you do that to a paying customer no matter the Circumstances!

    Business Response

    Date: 05/28/2024

    On May 22, we received a call form LEOC (Police Dispatch) requesting 2 flatbeds to impound 2 bikes. One driver arrived before the other driver, which made the complainant feel like a second truck just showed up. Due to the city police requesting our services, we responded with the requested equipment. When ** ****** came to the office to pay for his impound fees, he immediately raised his voice trying to intimidate the 2 females that were in the office and get his bill lowered as "his friend was on one of his bikes". As far as everything else stated in the complaint, it just did not happen. 

    Customer Answer

    Date: 05/29/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

    Regards,
    ***** ******

  • Initial Complaint

    Date:04/17/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 was in a motorcycle accident on 4/16/24 and taken to the hospital by ambulance. Castle Towing & Recovery responded to state police call for towing. I never consented to this tow. The tow was 8 miles round trip, a 12 minute drive total, Castle Towing & Recovery was in possession of my bike for roughly 18 hours. They invoiced me $1048.00. When myself and my husband attempted to discuss/negotiate reasonably fair charges, we were told that accidents are charged at a higher rate and we should be happy we weren't charged more. I wish businesses would not use already bad situations to rake people over the coals.

  • Initial Complaint

    Date:11/10/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 11-8-2022 I was in an accident and needed a tow. I was less than one mile from GO Crivelli Chevrolet where I requested my vehicle be towed. The driver said he would take it to where I wanted. He did not. The next morning 15 hours later I called asking where it was and asked it be sent to where it should have gone the night before. It is quite obvious now why the did what they wanted which was to rack up outrageous charges of $1,684.00. There are charges of $50 for gas, administration fees, extra mileage charges which round trip was under 20 miles, $100 for the gate to be opened when they unloaded the vehicle and many more along with Co-vid prep charges of $125. No one wore masks or asked if I was sick. My insurance company told me to file a complaint with the BBB, FTC, and the PA Attorney Generals office. The $1, 684.00 was shocking to my local police, and body shop as well as all the people I am telling. Many have had similar experiences with this company and were not surprised. Please check on this. I am sending a copy through the mail and am going to try and attach one to this note. Thank you.

Castle Towing & Recovery is NOT a BBB Accredited Business.

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