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:09/24/2023

  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 arrived at a friends apartment complex at 10:56 PM and wasnt even gone for an hour. I came out side to check on my car at it was gone, I contacted Legacy Towing at 12:12AM after asking the driver (who was already looking for another car to tow) what their hours were. He stated theyre open 24hours. I called the front desk to see how much it is to get my car out that same night. The women did not even disclose that theres an after hours fee that they are charging, they want $460 for not even 2 hours on their lot. I went to go pick up the vehicle and asked the women at the front for some type of policy documentation in writing, she stated were not doing that right now, you can either pay and get you car or leave. She was ruthless so I spoke with the tow driver men and they stated I was towed at 12:00AM and that if I came in on monday morning I could get $75 off (after hours fee). This company NEEDS to be investigated. I want a refund and I want it shut down.

  Business Response

  Date: 09/25/2023

  Thanks for assisting us with this customer complaint.  We request the customer invoice number or the vehicle description and date of impound so we can review our records.  Legacy Towing specializes in impounds and private property parking enforcement.  Our business hours and fees are regulated by UDOT.  Our office is required to be open Monday through Friday between 8am - 5pm except for state and federal holidays.  Our tow trucks and dispatchers are operating 24/7.  Vehicles are released to the registered owner during business hours and appointments are scheduled to release vehicles outside of office hours.  There is a $75.00 fee applied to vehicles released outside of business hours.  This fee is also set and regulated by UDOT.

• Initial Complaint

  Date:08/31/2023

  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 observed Legacy Towing attempting to tow my **** **** F100 and when the tow truck driver saw me he hurried away as I followed him I noticed that he has an expired registration and did not have any udot on the side of the vehicle anywhere, I have contacted my apartment to see if there was a tow order and there was no tow order my vehicle is in operating condition, following rules and laws of the state and is registered and insured. Would be in the best interest of the people that this company is investigated for predatory Towing and retaliatory Towing and operating unlawfully. This wouldn't be the first time that they attempted or did tell my vehicle my vehicle was towed back in April and had met all qualifying criteria to not be towed and was still towed, I believe the tow company is conspiring and unlawfully removing registration stickers off of plates so they can tell vehicles I have observed vehicles with new registrations that have stickers are peeling as if somebody attempted to pull the stickers off

  Business Response

  Date: 09/01/2023

  We don't have any matching impound records for this customer.  Our entire fleet of tow trucks are monitored by GPS and mobile video recording cameras.  All of our tow trucks are in compliance with state law and display our ***** number, company name, company phone number and yard addresses in addition to current UDOT inspection stickers in the rear window that van be verified by UDOT.  This customer appears to have mistaken a repossession tow truck for a Legacy Tow truck.  Legacy towing does not perform repossessions for bank owned vehicles that are behind on their payments.  We specialize in impounds for private property and local police departments.  Legacy Towing did not impound this customers vehicle.

• Initial Complaint

  Date:07/09/2023

  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.

  On July 8th my boyfriends car was towed by Legacy Towing from *************************. We are residents and live here. We parked in certified guest parking because we just got a new car and didnt have the parking sticker since the office was closed. The tow company took it upon themselves to move our car, charge us 400 dollars and say we werent parked correctly even after showing ** the parking slips from the apartment manager we received on move in. The receptionist charged us 75 dollars over the price we were told on the phone and wouldnt give change. They broke the under carriage of the car and tried holding it for an extra night because their over the phone employee got upset she didnt want to speak to a supervisor on a weekend.

  Business Response

  Date: 07/10/2023

  Thanks for contacting us.  In order to further assist with this complaint, we request the actual customer's name, their invoice number, vehicle description such as year, make, model, license plate or VIN so that we can review our records.  All impound fees are set and regulated by UDOT and any complaints regarding overcharges should be sent to them for review.  Vehicles are released outside of regular business hours by appointment only and the After Hours Release Fee of $75.00 is applied to the applicable towing and storage fees.  This is the first mention of any damage claim and we need additional information to begin investigating this.

• Initial Complaint

  Date:08/10/2022

  Type:Billing 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 father's vehicle on August 6th. (tow was valid, not disputing the actual tow). They however charged a $72.00 "fuel surcharge." Code: R909-19-14 allows the company to "charge a surcharge equal to 5% of the base tow rate." $72.00 is nearly 50% of the company's base tow rate. When we picked the vehicle up, employees could not explain how they came up with the $72.00 and told me to call on Monday the 8th. I called Monday the 8th, and another employee could not tell me how the company came up with $72.00 fuel surcharge, or why it exceeded the 5% of the base tow rate. I emailed the company and got no response.

  Business Response

  Date: 08/15/2022

  Thanks for your assistance with this customer complaint.  The Fuel Surcharge is a percentage of the base tow fee as mentioned.  It fluctuates with the national price for diesel.  The state statute is listed below and can be determined based on the date of impound and price of diesel.  The appropriate amount was charged on this transaction.

   

  R909-19-14. Non-consent Fuel Surcharge Fee.
  (1) A tow truck motor carrier may charge a fuel surcharge when the daily *********************** as determined by the
  Department of Energy, for the price of fuel reaches $3.25 per gallon, a tow truck motor carrier may charge a surcharge equal to 5% of
  the base tow rate. An additional 5% shall be allowed for each $0.25 per gallon increase. Conversely, as the price of fuel drops, the fuel
  surcharge shall decrease by the same rate.
  (a) To determine the Rocky ******** daily average per gallon diesel cost, refer to the **** Energy Information
  Administration's website at https://www.eia.gov/.
  (b) The fuel surcharge may be charged on non-consent police generated tow when the vehicle is being used in the function
  of a tow vehicle i.e. travel to and from the scene and during the operation of equipment for recovery operation. Non-consent non-police
  tows may charge a onetime fee.
  (c) Surcharge fee shall be listed as a separate fee on the tow bill.

• Initial Complaint

  Date:07/13/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 wrote this email to the company to appeal and ask for a full refund in the amount of $318.27. On Friday 7/8/22, I went to visit my friend who lives in the Moda Meadowbrook apartments. I got there around 7:30pm and I found an unmarked parking space with a sign that read "No Overnight Parking" so since I was only visiting for a few hours I decided to park there. When I came out by 11:45pm to go home, my car was gone. We called the tow company and the woman immediately started giving off multiple reasons as to why they towed me, which were all a lies. I was not double parked, not parked illegally, not parked in another residents parking space, and my car is registered. When I went to go pick up my car at 1:00am the tow guy asked me while letting me into the yard if I lived at Moda to which I replied "I was just visiting" then he goes on about how after 9:00pm it's considered overnight and they can tow per email that property management sent to residents of Moda. I told him I would talk to property management the next day because there should be a clear sign if that was the case and got into my car and left. When I called property management the next day, Saturday 7/9/22 they informed me that they do have business hours as listed in email (9am-6pm) but that I shouldn't have been towed since I was there after those hours and was not going to be overnight. I was towed basically for no reason and I believe a full refund should be issued. If you look at the pictures that I've attached you can see there are clearly no other signs saying that it is a timed parking space or anything of that nature and I've also included a picture of the email that was sent to Moda residents as well and no where does it say after 9pm it is considered overnight and car will be towed. I submitted this exact email word for word to the company and the response was that my appeal was denied. If you look at the pictures that were also attached they show where I was parked and someone else parked