Complaints

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• Initial Complaint

  Date:08/04/2025

  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.

  I was towed from this company from the ******************** and when I was towed on August 1st and 9am I attempted to recover my vehicle on Sunday August 3rd and they would not allow me to recover my vehicle until Monday. When I arrived Monday August 4th, I was given an $813 bill for 3 days of storage. In the invoice they provided me, they charged me a flat fee of $370 for private impound and then additional $75 per day for storage fee. Now when researching this company, they have given other people various other invoice amounts for similar days. When I called on Sunday to see if I was able to retrieve my vehicle and how much it was, the person on the phone said the price was determined on the day of pick up by the front desk staff. I do not feel as if there is fair treatment in their pricing and abilities to retrieve vehicles when arrival onsite. To make this matter more frustrating and difficult, this facility only accepts cash and does not have any signage on the door, inside the office or an accessible ATM to make their demands.

  Business Response

  Date: 08/13/2025

  I am the owner of the company in question here and would like to respond to ****** Taylors's complaint and give him an explanation to his questions.  He was towed on Friday, August 1st from the ******************** per the request from the airport that his car was parked in a no parking area.  We towed the vehicle to our lot.  We, as do most towing companies, allow vehicles to be picked up on weekends because we only have one dispatcher on site during that time.  We require anyone retrieving their car be escorted into our secure lot for safety reasons and additionally, our insurance company requires that no one that is not an employee be allowed in the secure area without a business representative with them.  Our dispatcher has to be available at all times in the office to answer the phone.  Fees generated for private impounds, which the above is a private impound, vary according to numerous factors including the type of vehicle and size, the additional equipment we may need to use to load and/or load the car and many more factors.  That is why private impound prices vary vehicle to vehicle.  We only take cash now because we have had so many customers stop payment on their credit card payments, or with a personal checks, after payment was made and we got stuck with not getting our fees that were incurred during the tow.  I am sorry this gentleman feels slighted, but we are just the messenger.  The airport is the company that requested this action.  Our procedures are pretty much standard industry practice and actually cheaper than most tow company or city prices.  Not parking in a restricted place would have probably been the best answer.  

  Customer Answer

  Date: 08/14/2025

   
  Complaint: 23698262
  
  I am rejecting this response because:

  You stated in your response that you "allow vehicles to be picked up on weekends because we only have one dispatcher.." is incorrect because when I called the number on the front door at 4:39PM on August 3rd, the dispatcher said I was not allowed to pick up a vehicle and was only on the phone to take my information and pass it along to someone else. Also to the owners point, the lady at the front desk just let me walk right into the lot with zero ****** or mention of me waiting for an employee to ****** me to the car so therefore you violated your own insurance policy with having me go alone in the yard while your loader operator was dragging cars around the lot. I suggest you review the footage for verification. So I have a hard time believing there are true standards set in place and it's just a "free for all" based on pricing and rules there. 

  An impound fee should not vary based on vehicle and size. The impound lot is a consistent asset that is paid for an managed. I request that you go to any of the yelp or ****** reviews to cross reference my complaint. I am not the only "customer" that is arguing this as well. 

  You take cash payment, which I am fine with and understand, but there is zero mention of that in your facility and you do not make it convenient for your "customers" to adhere to your unwritten policy of cash only with no ATMs. 

  I was also approved by the airport to park in the spot that I was in. It was **** that called in my vehicle without recognition of prior approval by the airport. I was having issues with my vehicle. 

  
  Sincerely,
  
  ****** ******