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Business Profile

Towing Company

Express Towing & Recovery

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Towing Company.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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:08/12/2024

    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.
    EXPRESS TOWING TOOK 2 HOURS TO GET TO MY CAR. IT'S A ************************************** THE *** TRUCK I SLIPPED FROM THE DOOR STEP AND INJURED MY LEG AND RIGHT SIDE. OWNER ** ********************* AGREED TO PAY $5,000.00 FOR MEDICAL,ETC THEN HE CUT OFF COMMUNICATION. I WOULD NEVER TRUST THIS COMPANY AGAIN.

    Business Response

    Date: 08/28/2024

    Our customer at the auto shop called us at 1:28 pm. He said his 80 yr old customer has been sitting on the side of the road for 3 hours waiting on AAA to show up and asked how long we would be. My dispatcher said we are 2 hours behind at the moment but we will try to speed things up somehow. We contacted one of our drivers and had him bring his loaded flatbed to the office and jump into an open truck leaving his truck and customers car parked at shop. The entire time, my dispatcher stayed in contact with *****. Our shop is in Valrico and she was in Zephyrhills. My driver arrived on scene at 2:52 pm, 91 minutes after receiving the call from ********* Auto. The driver immediately went to the driver's side of *****'s car to direct traffic away from the customer as she was exiting the car putting himself in danger over *****. She walked up to the passenger side of the truck and opened the door. My driver got behind her, grabbed the top of the door to hold it open and put his left hand on the door frame. Per insurance, we are not allowed to touch a customer while entering or exiting our vehicle unless the customer requests help as it can easily be turned around on us that we caused them to lose balance and fall. However, all of my drivers are trained to stand behind them just in case this happens. As she stepped on to the factory running board, she only placed the very front part of her foot on the edge of the board and her foot slipped causing her shin to scrape the edge. My driver immediately caught her and helped her into the truck. We bandaged the wound to stop the bleeding asked her if she wanted to go to the hospital or a walk in. She refused and said just get me to the mechanics shop. When she called me, I explained that I looked at the video and my driver did nothing wrong but if she wishes to move forward, I will connect her with my insurance company. She said I don't need that, I have medical insurance. I want $5000 to make it go away. My response was are you seriously telling me that you are going to strongarm me into paying you 5k for your mistake??? Not going to happen, have a nice day. I have no idea where the 1 hundred and change is coming from as we charged ********* $85 for the tow and I know he doesn't upcharge his customers. I refuse to be strong armed into paying a dime to anyone. Especially after doing what we did to expedite her bad situation.

  • Initial Complaint

    Date:07/24/2023

    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 Monday 7/17/23 my car was illegally towed by express towing. There is no sign within or more than 25ft from where my car was parked informing of any tow. Also my car was literally in the tow company for 10 minutes before I retrieved my vehicle. So if the car is there for less than 6 hours I thought they are not suppose to charge you more than $100. Lastly this company is 11 miles away from this property and they should not be towing cars in ************* at ************* in *********, ***** for that reason. Tow truck companies should be within a 10mile radius. The manager claims it to be 8.5 but charged for 10 on my receipt. So I paid $160 for a tow hook fee and $60 for 10 miles at $6/mile which is still inaccurate for a total of $220. They need to be investigated, there is illegal and unlawful practices going on from this business.

    Business Response

    Date: 08/17/2023

    On 7-17-2023 *********************** left his vehicle parked on the street in his community which is governed by the **** The *** contracted with us to tow any vehicles that were in violation of this rule. We documented the violation with photos showing he was in violation of that rule. **************** came to our office in person and paid the fees that were incurred by his violation of the *** parking rules. **************** made comments about how he felt it was wrongfully towed. We explained why the vehicle was towed and that if he felt it was not towed in accordance with *** policy he could go to the county clerks office and post a bond in the amount of the fees and get his car back and a hearing would be set and at the hearing the judge would determine if there was any wrong doing or if in fact he was at fault. **************** choose to pay the fees and get his car out at that time instead. He was given a copy of the itemized receipt along with a phone number to the division of consumer services to file a complaint, which he did. We received a call from the division of consumer services, and I explained the situation, and I believe they spoke with **************** and the complaint was closed. There are tow away signs posted in the community and we are within the 10 mile radius that is set out by ******* Statues. He was charged according to Hillsborough County BOCC guidelines and nothing more. We acted in accordance with ******* and County guidelines. If you have any other questions please feel free to reach back out to us. 

    Customer Answer

    Date: 08/18/2023

     
    Complaint: 20352964

    I am rejecting this response because: The signs are not properly displayed near tow away area. They did not verify if my vehicle had insurance, accepted an expired ID and this is still under investigation with Code enforcement. They are not supposed to charge more than $100 if the vehicle is picked up before 6hours. I retrieved my vehicle with 10min of it being there. Also they claim they are 8.5miles away but charged me for 10. They are 11miles away and have no right to tow vehicles there. The investigations will continue. 

    Sincerely,

    ***********************

Express Towing & Recovery is NOT a BBB Accredited Business.

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