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:12/17/2024

  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.

  stole my car from my apartment lot without bothering to inform me AND using extremely sketchy timing (towing at 11p) to extract another day of "storage fees". they cited expired registration even though i HAD the tags. I want my $350 back that was extorted from me.

  Business Response

  Date: 06/30/2025

  Dear Ms. ********* style="color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;">
  Thank you for reaching out to VPS Towing.
  
  After reviewing the details of your complaint, we would like to clarify the circumstances regarding the towing of your vehicle. Your vehicle was not stolen but was impounded due to a violation of your apartment community's rules and regulations.
  
  As part of the apartment community's policies, all vehicle registrations must be up-to-date at all times. On December 2, 2024, at approximately 11:00 PM, your vehicle was found parked on the property with an expired registration dated September 2024, and an expired vehicle safety inspection status, also dated September 2024.
  
  In accordance with the law, a warning sticker was issued, informing you that if the status of the vehicle was not updated within 48 hours, it would be towed. Despite this warning, on December 14, 2024, at approximately 12:45 AM, your vehicle was again observed parked within the community with the same expired registration and safety inspection sticker. Consequently, the vehicle was towed due to these ongoing violations.
  
  It is important to note that all residents are informed of the communitys parking rules and regulations during the move-in process, and they agree to abide by these rules as part of their lease agreement.
  
  We believe that the towing action was conducted without any violations of the established protocols, and sufficient warning and time were provided for you to address the vehicle's issues.
  
  The vehicle incurred a Impound fee of $150, evening fee of $30, weekend fee of $30, Virginia Fiel Surcharge of $20, with an additional hundred dollars for two days of storage at $50 per day bringing the total to $330.
  
  Thank you for your understanding.
  
  Sincerely,
  
  VPS Towing **************** Team

• Initial Complaint

  Date:03/25/2024

  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.

  On 3/14/2024 VPS towed was towing my ***** Civic illegally from ********************, I was parked in a visitors spot. I saw VPS pick my car up and then when i approached the tow truck and told that that my car was in the visitor spot, he dropped my car down. The driver had no lights on when he was trying to tow my car so how could he see where he was picking the car up. In the midst on that, the tow truck tore my bumper up and that why he never asked for a drop fee. The driver wrote the report saying i did not pay the drop fee and i tried to ram the tow truck. **************** was not helpful at all, they hung up on me, only stating that i did not pay the drop fee. Standard practice a tow company will not drop your car without paying, that is known fact.,

  Business Response

  Date: 04/15/2024

  Hello, 

  This vehicle was found to be in violation of the property in which it was parked rules. Visitor Parking is identified by signs with arrows and stenciling on the ground in each visitor parking space. 

  We are contracted by the property to enforce all violations of the proeprty's rules by towing vehicles away. When we arrived onsite, our driver roams the parking lot with a flashlight to verify all cars are permitted and parked in the correct areas. 

  This vehicle was found to be outside of the arrows which indicate visitor parking in a space that was not stencled "Visitor". 

  As our driver pulled the vehicle out of the space and unattached from the vehicle to reposition his truck, the owner of the vehicle ran out and jumped in the vehicle speeding off. 

  Normally if the vehicle was still attached to our truck, we would require a drop fee of $50 or the full impound fee if the vehicle were pulled out of the space to release the vehicle. In this case, the vehicle was already un-attached due to repositioning so there was no way to charge the fee as the vehicle sped away. 

  Afterwards, the vehicle owner followed our driver in an agressive manner yelling and honking at our driver.  

  Our driver drove away to avoid further conflict.  

  When the vehicle's owner would call he would threaten and verbally abuse our staff.  We have had to terminate the calls to avoid further abuse. 

  As far as damages, there where no damages done to the vehicle while we were towing it.  Our driver did notice the vehicle driving at full speed over speed bumps which could easily cause the damages claimed.  We also did not recieve any reports of damages until 4 days later. 

  Unfortunately, we are deny your claim for damages. 

  There was not a fee paid for the attempt to tow so we would not be able to issue a refund. 

  I am always available to speak with you and further explain to help the owner understand the towing laws and why this vehicle was being towed.  i can also try to help educate you on how to avoid being towed at this property in the future.

  We only ask that you calm down and not threaten us.  We are here to assist although we understand that these types of things can be stressful. 

  Thanks for understanding and we look forward to assisting you with any further questions. 

   

  ****

• Initial Complaint

  Date:03/30/2023

  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.

  My vehicle was towed from an apartment I rent(*********************). According to VPS, ***** ***** Apartment/********** Management asked them to tow my vehicle because I do not have a permit. I spoke to the apartment and they claimed they sent an email back in November for residents to come in for new permits. I never received such an email. Moreover, I already had a parking permit.No letter or warning was given. I woke up the next morning (02/06/2023), only to find out my vehicle was towed and asked to pay $180. I explained to the towing company that I had the permit and I had no idea we needed a new permit tag in the vehicle. I have been to the apartment office and the towing office but they were not willing to release my vehicle to me until I make the payment.I need my $180 refunded as soon as possible, please. This is considered an infringement of a civil right. I rent an apartment with a permit and if they changed this permit according to them, at least a 24hr courtesy or letter or text message could have been sent. I never ever saw the email even in my spam for me to follow up. The towing company should also have given a 24hrs notice. This is not fair and I need justice with my money refunded. Also, I had my bumper which had issues but when I went in for my car, I noticed the bumper was coming out and the vehicle isn't driving right. I need a refund for that and also the waste of time by not allowing me to work. Please help me out Better Business Bureau.Thank you.

  Business Response

  Date: 05/22/2023

  ---------- Forwarded message ---------
  From: VPS Towing & Recovery <vpstowingrecovery@*****.com>
  Date: Wed, May 17, 2023 at 10:30 PM
  Subject: Complaint ID: ******** ******* ********
  To: <[email protected]>, <[email protected]>
  

  
  

  Hello Dispute Resolution Team, 

  
  

  Please accept this email as an answer to Complaint ID ********. 

  
  

  ** ********'s vehicle was towed from ***** ***** Apartments for being in violation of the property's parking rules.

  
  

  ***** ***** is managed by ** Management and has no affiliation with ********** Management as *** ******** is stating.  

  
  

  In 2022, the property issued new parking permits to all residents. Notices were sent to all residents of the change and residents were required to come into the leasing office to obtain a new parking hang tag. 

  
  

  Several rounds of notices were sent out to residents and a deadline was given where vehicles that were not compliant would be towed away. 

  
  

  60 days or more after the deadline, *** ********'s vehicle was towed away for not displaying a valid parking permit. 

  
  

  Attached are the photos of her vehicle without the permit.  I have also attached a copy of what the permit should look like.  

  
  

  At this time, we feel that this towing event was completed within our contracted scope of work with ***** ***** Apartments. 

  
  

  We do advise that *** ******** visit her leasing office to receive a refresher on parking rules within the community and to receive the new required parking hang tag to park. She may also reach out to a manager here to receive information on the rules for parking in the community. This would help avoid any future towing events. 

  
  

  Feel free to let me know if you have any questions. 

  
  

  Thanks,

  
  

  **** *****