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:02/25/2025

  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.

  Just moved in at front gate apartments single mom of 5 and my tags are expired the manager when I SIGHNED my lease agreed to let the towing company know and for them to not mess with my car since we were just moving in to apartment after 4 yrs homelessness .... I went to get groceries my son went right out to unload car it was gone ... No warning sticker nothing ... They don't answer their phones I've been calling for 2 days just bs elevator music. I received no pass no warning nothing but a promise my car would be safe until March 5th when I received my taxes and could register my car . They need to bring my car back

  Business Response

  Date: 02/26/2025

  Thank you for bringing this matter to our attention. We understand your frustration and appreciate the opportunity to address your concerns.
  The towing of your vehicle was due to expired registration decals from November 2024. Our policy requires that all vehicles display valid registration to ensure compliance with local regulations. Unfortunately, we did not receive any updates regarding your vehicle's registration status.
  We also noted that you called our office 30 times within a span of 4 minutes, leaving us little to no chance to pick up your calls. Our phone system is designed to forward calls to the next available operator, and we kindly ask that customers remain on the line until the call is answered.
  While we empathize with your situation and the challenges you are facing, we must uphold the tow charges in this case. However, we have agreed to pause the daily storage fees until you are able to retrieve your vehicle.
  We appreciate your understanding and cooperation.
  

• Initial Complaint

  Date:10/11/2024

  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.

  My car was towed from an intentionally deceiving spot on 10/10/24 I was parked where the leasing office of a friends building told her were allowed to park. And is typically full of vehicles. There is about a 10 foot red painted curb and a fire hydrant which are obvious places not to park. And then a long stretch of completely unmarked bare curb with cars parked throughout the day. There are no no parking signs, no tow away zone signs, the lease does not make these rules known and the only spot where this is noted is on a small sign posted as youre driving through the gates off a main road where there is no space to stop your car and in small font. There are countless reviews of malpractice by the hand of this company and they cannot just be written up to driver error. They are damaging peoples cars, they are intentionally deceitful in signage so they can legally get as much money off people as possible. This is disgusting and they are charging an amount of money that could leave a parent unable to provide food for their children. They are a scam of a company they are rude they are unhelpful and seem to have a monopoly over apartment complex parking where they are waiting to ****** up cars from intentionally unclear parking zones. Im sure they have their legal bases covered but something needs to be changed because this is criminal behavior. The reviews speak for themselves and something needs to be done about this they cannot keep getting away with essentially stealing peoples cars from under their noses charging the maximum for retrieval and DAMAGING VEHICLES HABITUALLY with no repercussions. This has to be stopped and is entirely immoral and disgusting. This is not just a matter of people being upset that their cars are being towed these are scam artists disguised as a business. Im not some crazy old lady who parked in front of a fire hydrant and doesnt want to get in trouble for it I am fearful of how many lives they will seriously negatively impact.

  Business Response

  Date: 10/11/2024

  We appreciate this customer's feedback.  We'd be happy to review this record of impound in our system if the customer will provide their vehicle description such as year, make, model, license plate and VIN, or their invoice number.  From their description, we would agree that it does sound like the legal bases are covered if the required towing enforcement signs are in fact posted at each entrance.  The font size as well as the sign dimensions are regulated by the state.  Parking on private property is typically authorized in designated parking spaces with lines painted on the ground.  Parking in the roadways is usually prohibited on private properties.  Legacy Towing specializes in private property parking enforcement and we adhere to all the regulations and state laws regarding towing.

• Initial Complaint

  Date:10/05/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 parked at a parking lot at approximately **** **** and had my vehicle towed. I parked and went to dinner at the chilis restaurant and watched a football game. Legacy towing has no burden of proof required other than to state you left your vehicle. The reason for the tow according to them is a park and walk as witnessed. There is no way they witnessed me except to watch me park and walk to the restaurant which I have a receipt along with additional bank records showing my purchases and location at the restaurant. They have stated in an additional complaint here this parking lot has a time limit, this is a complete lie on their part. There is no posted time limit for parking. Because I paid and stayed at the restaurant watching a local football game I had my car towed. was extorted, and left over 40 miles from my home. When the game ended I left to get my car which was no longer there. After figuring out what happened we made our way to their impound yard. The staff was completely rude and unprofessional to everyone that was there. By the time I was able to get up to the window to retrieve my vehicle I wasn’t about to relinquish any additional property to them so I put my license on the window and the female staff member told me to leave. Again I wasn’t about to leave my property there to be charged additional fees. When I said no I wasn’t leaving without my car, the male staff behind the glass told me I was trespassing and threatened to call police and to leave. I said no and that I was calling 911. I called, the local cops came out and had my vehicle released. I was told by them they frequently visit this place for similar reasons. They explained I couldn’t be trespassing in this case and that I should make complaints to get the record of misconduct on record. To date I have made complaints with my bank fraud department for the extortion, filed with the Utah DOT, BBB. My next step is the civil case I plan to drop for the maximum allowed amount

  Business Response

  Date: 10/07/2024

  Legacy Towing is in agreement with this private property to monitor and enforce their parking areas as specified.  Parking is reserved for current customers only.  Leaving the premises without your vehicle is prohibited.  Towing enforcement signs are posted at the entrances in accordance with state and local ordinances.  This vehicle was removed after the occupants were witnessed walking off the property without the vehicle.  Our office hours are set and regulated by UDOT.  We're required to be available to release impounded vehicles during regular business hours of Mon-Fri, 8am-5pm.  Outside of regular business hours, we will schedule appointments with customers to release their vehicle after hours.  This customer arrived after hours without scheduling an appointment and was asked to leave due to their disruptive behavior.  Police were called to keep the peace and our staff agreed to release their vehicle.

  Customer Answer

  Date: 10/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Their claim has multiple inaccuracies and lies.  One, we talked to your employees and were told 01:45 for our appointment to retrieve our vehicle.  Two, you claim we were witnessed, but that is inaccurate as well.  We parked our car and walked to the restaurant and remained there for the duration of the Utah game.  So only thing your witness could have seen was us walking east out of sight to the restaurant.   Three, my disruptive behavior was not relinquishing my ID but putting it up against the glass to be seen and read.  When the lady told me to leave I stated no, why would I leave my property in your facility only to be charged additional fees?  That’s when the gentleman behind her said he was going to tresspass me which is when I called 911.  Murray PD showed up and I talked to them outside and explained my situation and they explained I wasn’t trespassing and couldn’t be in this situation.  Hence why I wasn’t walked off in cuffs with charges against me.  Only one of us has been honest about this from the start and can actually provide proof.  Please just do the right thing and refund my money so I can be done with your company.  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  About a week before (November 14) I received a notice that my plates were expired and my car would be towed if wasn't updated. So I called and I explained I couldn't get it renewed until November 25th, because I didn't have money until then. He said he'd note it and I'd be fine. However, it still got towed on November 21, 2023 from my registered parking stall in my apartment complex. I filled several appeals, provided all the required documentation but was ignored with no responses to my emails.

  Business Response

  Date: 08/05/2024

  Thanks for contacting us.  In order to further assist with this customer complaint, we request additional information to locate this record of impound in our system.  Please provide the invoice number or the vehicle description such as year, make, model, license plate and VIN.

  Business Response

  Date: 08/12/2024

  Thanks for the opportunity but we are not offering any compromise.  This took place over 9 months ago and we have already determined that the customer did not speak with a member of our staff prior to the expiration of the warning notice placed on their vehicle.  We searched our phone records and found one recording from the phone number they provided.  That call was made on the day they retrieved their vehicle from impound.  We did not have a male staff member on duty either of the days that the customer claims to have called us.  Our staff can only offer a 7 day extension on the warning notice if the customer reaches us.  They may have attempted to call us but the call was either not answered or they did not wait long enough for someone to pick it up.  If the call took place, our system would have a recording of it.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22082863
  
  I am rejecting this response because: I feel this is unfair again I have proved my phone call. I would like proof of your records showing I didn't call. 
  
  Sincerely,
  
  Melissa Green

• Initial Complaint

  Date:07/02/2024

  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.

  My vehicle was towed in a parking lot on 400 s 600 e ************** the lot is not properly marked as a tow zone as per state regulations. I purchased product at the hardware store in this facility and told them we were going to take Trax up to ******************* for the concert and asked if it would be OK to park there. The employees at the hardware store told me yes just place your receipt visibly on your dashboard and you will be fine. Myself and at least 15 other people were towed from the same lot. They were in the middle of towing somewhere else's car when the owner walked up. They told him for 100 dollars cash they would release his car. He asked them for a receipt they told him they didn't have to give him one. The driver of the truck took a bribe! I want my money refunded and reimbursement for my time and the cost of the Uber to get to their business. They are not complying with utah laws as the lot isn't properly marked and are predatory towing. If there isn't a resolution I will seek an attorney and **** When we were at the lot getting my vehicle back a upset person came in and said they damaged his vehicle and the woman at the desk smiled and told him to get an attorney. They are a terrible business and should be prosecuted. They had all of their lights turned off on their tow trucks and we're doing it as secluded as possible.

  Business Response

  Date: 07/08/2024

  Legacy Towing is in agreement with this private property to monitor and enforce their parking areas as specified.  Each entrance is marked with double stacked, 18" x 24" reflective signs that advise the lot is patrolled and parking is enforced.  These signs are in compliance with state and local ordinances.  Among the violations listed on the lower sign, it mentions that parking is reserved for current customers only and, not to leave the premises without your vehicle.  The signs also state that parking is timed and this lot has a two hour limit.  Permits are issued to authorized tenants or employees.  Receipts left on the dash are not included in our service agreement and we've never been asked to check or accept receipts as a permit to park.  This customer's vehicle was removed for unauthorized parking after the occupants left the premises without the vehicle.  All laws regarding impounds were followed and this tow was valid.  The appropriate fees were charged to this customer to release their vehicle from impound. 

   We request additional information to investigate the customer's claim of witnessing our tow truck operator accepting a bribe.  We can verify that a Drop Fee is legally offered to vehicle owners who are able to stop our tow truck operator before they've completed loading the vehicle.  The Drop Fee fee is currently set at $100.50 and it sounds like this customer may have misinterpreted what they overheard or saw.  All of our tow trucks are equipped with 5 audio and video recording cameras as well as GPS monitoring.  These cameras send alerts whenever our equipment is activated and we always offer receipts and a Bill of Rights for Drop Fees or impounds.  We can easily investigate this claim further if they provide an approximate time, description of the tow truck and the vehicle it was connected to. 

• Initial Complaint

  Date:04/25/2024

  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.

  They towed my vehicle and told me it was because the plates were expired. I asked them if they even look because I knew my I renewed my registration. They just told me I still have to pay, and it doesn't matter if I have proof they still need to pay their employees and overhead. So even though they know that a mistake was made they still want me to pay. I have proof and documents to show that the registration was indeed in good standing when they wrongfully towed my vehicle.

  Business Response

  Date: 04/25/2024

  Thanks for contacting us.  We were able to locate a record of impound that matches this customer name.  We're in agreement with this private property to monitor and enforce their parking areas as specified by the ***.  Residents are required to have current registration displayed on their rear license plate.  The *** board contacted us recently to request a sweep of their property to remove all vehicles with over 60 days expired registration showing on their rear license plate.  This customer's vehicle was removed for not having the current registration stickers on their license plate.

• Initial Complaint

  Date:04/24/2024

  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.

  Legacy Towing exercises predatory towing. Parked my vehicle in a restaurant parking lot to eat at an adjoining restaurant, which had no parking available. Finished dinner to come outside to find my car had been towed. This is a crooked company and someone needs to do something about it.

  Business Response

  Date: 04/24/2024

  Thanks for contacting us.  We were able to locate a record of impound that matches this customer's name.  ******************** impounded a **** F150 on 4/23 from private property after occupants parked and left the premises to attend and event at the ***************  This is considered a park and walk violation and they were not patrons of the business whose private property they parked on.  The towing enforcement signs posted at each entrance advise that parking is "reserved for current customers only" and "not to leave the premises without their vehicle".  This vehicle is currently impounded with Legacy Towing and the fees to retrieve it today are $301.00 if paid in cash.  There is an additional 3% added to credit card payments.

• Initial Complaint

  Date:03/16/2024

  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.

  Legacy Towing towed my car after saying they would give me a week to get the issue fixed. I called them at 2 Pm on 3/15/2024 to request the extension because it was a costly fix for the car that I simply didn't have right that moment. The person I spoke with was short and rude but stated that she would add a note to the account so that it wouldn't be towed. I went out to take my wife to the ** on 3/16/2024, just over 24 hours after calling them and the car was gone. I immediately called Legacy to see what could be done and the after hours dispatcher stated that shed pull the previous call and review it then call us back. I have been waiting for well over an hour an a half at this point with no response

  Business Response

  Date: 03/19/2024

  Legacy Towing received a call from this customer regarding the time limit on their warning notice.  Our staff member that took the call failed to properly save the extension in our system so it remained active on our list to follow up with once the time limit expired.  The vehicle was towed in error as we had told the customer that it would be restricted from ********************.  This vehicle was released to the customer at no charge due to our mistake.

• Initial Complaint

  Date:01/25/2024

  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.

  Thursday January 25, **** I had my truck parked in front of a building entrance as I am currently moving into *********. My hazards were ON, emergency break ON. the patrol truck saw me moving things in and out multiple times. The trucker sat at the end of a nearby parking line and WATCH*D M* UNLOAD MY B*LONGINGS. when they decided to tow, I was unloading my biggest load so it took me longer to get back. 15 minutes **** Im still currently locked out of my home with rain and freezing temperatures. When I called to ask the receptionist on duty, she told me I had to wait for the driver to get back to the yard. It had been 20+ minutes. Its a 10 minute drive from where I am. my wallet, my girlfriends keys to her home is in that truck. How can you dignify yourself as an outstanding, **** company when you hire drivers that SAW M* MOVING IN TH* POURING RAIN AND SAT AND WAIT*D FOR M* TO B* GON*???? The fact that the tower pulled my truck with the * break and after seeing me move makes me think this company is just after money. IM STILL STANDING IN TH* RAIN. I have no way to call an Uber, all of my stuff is in my truck. $500 is in my wallet but I cant even get to it to fix this problem. The company has poor customer service and should be more understanding of peoples situation since tow companies are only out to get people on their worst day. DO NOT MAK* CONTRACTS WITH THIS LOCATION!!!!!

  Business Response

  Date: 01/29/2024

  Thanks for contacting us.  We're in agreement with this private property to monitor and enforce their parking areas as specified.  Parking is authorized in designated parking spaces only.  Our tow truck operators have been requested to patrol the premises daily and remove vehicles parked in violation.  Towing enforcement signs are posted at the entrances in accordance with state and local ordinances.  We allow vehicles ********************************************************************************* violation with their emergency flashers on.  This truck didn't have any signs of active unloading nor their emergency flashers on.  Our tow truck operator removed this vehicle for unauthorized parking in the roadway with half the vehicle in the fire lane where the curb is painted red.  The customer's request to be refunded is denied.

• Initial Complaint

  Date:01/04/2024

  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.

  Legacy Towing wants to charge me nearly $400 for an unlawful tow (they towed my car with a displayed disability placard when it had only been parked for an hour and a half). They reported the reason for the tow as a "timed" tow, despite the parking spot having no posted time limitations at all. When I contacted them, they didn't seem to be knowledgeable about the laws for disability parking privileges at all and insisted that I have to pay the $400 to get my car back.

  Business Response

  Date: 01/05/2024

  Legacy Towing impounded this vehicle from a stall reserved for prospective residents.  This space is available to tenants after business hours but requires a parking permit to be visibly displayed.  The handicap parking spaces are separate from these reserved stalls and they are clearly marked with painted symbols on the ground and upright *** signs posted.  The prospective resident parking spaces are limited to one hour parking.  These details are provided to residents when they move in and the violations are listed on the towing enforcement signs that are posted at the entrances.  This customer was able to pick up her vehicle last night at no charge after management reviewed the circumstances.  Legacy Towing is in full compliance with all laws regarding towing including this situation but an internal management decision was made to waive the fees for this particular incident.