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:01/18/2024

  Type:Billing 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.

  On Sunday, January 14th, 2024 I was visiting a family member. When I got ready to go home, I realized my car was not parked where I left it. I asked the neighbor to check his ring camera and we noticed that my car had been taken by a tow truck. So I returned to the parking spot and realized there was a no parking sign with a tow truck card information. 
  I called Ny 2 La Towing & Recovery at 8:24 pm to ask if they had my car. The receptionist on the phone said she would have check because it was not in the system. I told her my car still might be transported there because my car was outside an hour ago. She put me on hold and confirmed she had my car. I asked her when could I come pick it up and how much I needed to pay. She said the bill was $360 dollars and that I could not pick the car up till the next day. I scheduled a pick-up for Monday at 1:30 pm. 
  When I got to the garage I asked the owner why did I need to pay $360 for a tow when they had my car for less than 24 hours. My car was still on the tow truck behind an unsecured gate when I arrived.
  I asked for a receipt and an itemized list of my charges: Tow- $185.00Administration Fee- $50Gate Fee - $50 (When I pulled up there was no locked gate securing my car0Storage Fee- $75 (My car was still on the tow truck when I picked it up the next day, he asked to use my keys to remove the car, the car was in their possession for less than 24 hours)
  I would like to have my bill adjusted, $360 for less than 24 hours seems very unreasonable. I asked the manager and the receptionist to knock a fee off due to me picking up the car in less than 24 hours. I don't mind paying for a tow, but the gate and storage fee is unreasonable. When I picked up my car he only asked for ID. He didn't ask for my license or registration. So I don't know why the administration fee was added either. 

  Business Response

  Date: 01/29/2024

  Ms. ****** as stated in complaint was parked in a NO PARKING zone. Signs and notices were and are still visible. Once the car was retrieved from blocking the entrance of a commercial building, Wilmington PD was notified and my company was provided with a tow slip to storw the vehicle. Ms. ****** called Ny 2 La Towing after business and lot hours which is why she had to retrieve her vehicle the next business day. She couldn’t tell me the license plate number or correct year/make and model of vehicle so I searched our books and told her we in fact had her car and why her vehicle was towed. My establishment is located in a gated commercial facility which is open from 7am to 3pm and the gate locks at 3pm! She came during business hours and retrieved her vehicle after paying all and necessary fees pertaining to no tow zone vehicles. Our company stands firm on our prices which are fair. Moving forward is Ms. ****** does not park in tow away zones she will not have to worry about her vehicle being towed or paying any and all fees associated with not abiding the rules. She was provided with a receipt and access to her car once she paid her debt.  

  Customer Answer

  Date: 01/29/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.I am fully aware that I was in a no-parking zone. I am not bothered that they towed my car, I do not understand why I had to pay $360 for my car to be released when they had the car for less than 24 hours. When I initially called the receptionist she said my car had not even been processed in the system because they had just picked it up. I watched them take my car on a ring camera around 7 pm. I called them by 8:24 pm. I have a problem with the pricing. $185 - towing $50 - Admin Fee$50 - Gate Fee $75 - Storing I understand the tow fee. I don't know why I am paying an administration fee. As I stated before the receptionist told me they just picked up my vehicle and it wasn't even in the system yet. I was charged a $50 gate fee and the gates were wide open. I was charged a storage fee when they had my car for less than 24 hours. When I arrived my car was still on the tow truck and the owner asked to use my keys to remove my vehicle from the truck. When I picked up my vehicle I was only asked for a driver's license. No one checked to see if I had insurance or registration. The pricing for the tow is extremely high for the services they claim they render. Also with business towing guidelines their tow signs are not big enough for the garage door, they put them on. The company is located in Bear, Delaware, are they licensed to tow in Wilmington? I am looking for a refund. $360 for a tow should be illegal especially if the company is holding the car for less than 24 hours. The commercial building that I was parked in front of is in a residential neighborhood. The no parking sign should be bigger and there needs to be a physical sign on the street.
  
  
  
  Regards,
  Complaint ID: 21157995