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:07/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 parked in what I did not know what an apartment complex illegally and saw that my car was about to be towed. I ran over to get my car back and was told it would cost $140. I needed my wallet out of the car and he was about to take it down so I could pay him. I then pulled out my phone to videotape the transaction because I was afraid to pay cash on the street at night and wanted to clarify the charges on video . The employee threw a fit, put the car back up and left. When I got to the office, I was told it would cost $260. If its company policy to charge $140 I do not understand why the video problem. They owe me $120.

  Business Response

  Date: 07/21/2024

  The vehicle in question was parked on a privately owned street with well marked signage at every entrance. After the vehicle was fully loaded on the tow truck and the driver was preparing to load a second vehicle you made contact. While not required to, driver stopped progress on the second vehicle and attempted to assist you in regaining possession of your vehicle for a discounted rate that was payable by cash or card. While attempting to help you, the driver lost out on the second tow and then you proceeded to record his personal likeness without his consent. The receipt you would have been provided would have documented your cash payment, there was no need for recording of his personal likeness. Depending on what is done with that footage it can lead to unwarranted harassment of our employees so he was justified in ending the interaction. As such, you we're assessed the standard storage fee of a vehicle stored on the lot. You then requested after hours service of the release of said vehicle which was another charge. This is the difference between the original drop fee offered and the final charge you paid. All fees are standard for the company and the violation was accurate for a tow. As such, no remediation is offered by Crow Tow.

• Initial Complaint

  Date:05/20/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Crow tow drives around neighborhoods and tows vehicles out of driveways if tags are expired. Tags were not expired- the sticker had not been placed on vehicle yet. They removed car from driveway - did not leave a note or anything. I thought my vehicle was stolen. The police were never notified of incident. This practice seems shady and illegal. They charged me $315 to get my car back. All I needed was an ID and the cash to get vehicle that wasnt even registered to me- it was in my moms name and that didnt matter to them.

  Business Response

  Date: 05/21/2024

  The property in question is a mobile home community where the management owns all of the lots and is legally authorized to set conditions for their use. One of those conditions is all vehicles must be currently registered. The property has requested Crow Tow monitor their private property and tow vehicles for a variety of violations of community policy, this being one of them. In her complaint, ************* acknowledges that she had not placed the sticker on her plate and thus the vehicle was out of compliance with park policy and it was subsequently towed as per the guidance of park management. ******************** and Crow Tow offer a 2 month grace ****** to update the tag from expiration so the complainant had ample time to get themselves compliant before being eligible for towing. As Crow Tow acted in accordance with the directives given to us by the property management, no remediation of this complain will be offered. Crow Tow considers this matter closed. 

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 daughter had her vehicle was towed by this business. We were told in amount on Mother's Day of $270 to get the vehicle out. There was no mention of atm. And we had a credit card. They said they would only be an extra day charge if we waited until the next day. We called them on Monday, I experienced very rude customer **********************, was hung up on twice. Ask them if they had records of the conversation they told me they could not access them. Call back again and told to hold on and got hung up on. When we discussed with them on Monday what they would charge it went up to $390 because of a certified letter fee. We got the cash together and went to the business, when the car was retrieved It had a flat tire. They wouldn't allow us to change the tire nor help us get it changed they just wanted to get us off the lot. The owner came out and had a 4 minute conversation with me and started yelling at me. Had very snide remarks about the vehicle and said people lie when we told them about the phone conversation. Told us that we would cost $50 for them tow it off their lot. The vehicle seems to be have been dragged when towed. We have documentation from ********************* that her car was in great shape and the tires on Friday and this was towed on Friday night. Very poor customer **********************, unacceptable owner interactions. Does not care about people whatsoever.

  Business Response

  Date: 05/21/2024

  When calling in for fees, the fee given is a point in time number and subject to change with time. Crow Tow cannot ascertain from a phone call when a vehicle will actually be redeemed. In this case there was an additional day of storage as well as a towed vehicle notification charge accrued between the original call and the redemption of the vehicle. These fees were explained to the customer repeatedly. The fee is always cash only as advertised on our website but an ATM is on site for convenience if the customer comes unprepared. In regards to the tire, this was also explained repeatedly. At the scene of the tow, a paid parking lot the customer chose not to pay for, there was what appeared to be a spill of self tapping screws scattered about the lot. The customer appears to be one of a few vehicles that ran over these screws when parking that evening. We towed more than one vehicle from the incident that night and they also had gotten a s**** in their tire when parking. This was documented at the time of tow and explained to the customer. It is not ********************'s responsibility to remedy this situation which they had no part in. Crow Tow offered it's best advice to the customer and what *********************** it could provide but they refused to acknowledge the facts of the situation as the appear to continue to do with this complaint. Crow Tow followed all standard and legal procedures during the tow and storage and is not responsible for remedying damage the vehicle sustained when parking illegally prior to the tow. Crow Tow considers this a closed matter.

• Initial Complaint

  Date:05/08/2024

  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.

  I am the son and ***** of ******** holder for my mother who was involved in a car accident. She is now unable to communicate properly at all as she has had a stroke and is in hospital. I attempted to retrieve personal items from her car at the Crow Tow yard and was denied. I explained everything to the lady at the window. She was the most rude person Ive ever met and simply kept saying no to me. Im sure they are charging by the day so the longer they keep me away the better it is for them. How is it a family member, especially a financial and medical POA holder cannot act on their behalf?

  Business Response

  Date: 05/08/2024

  The vehicle in question currently has an outstanding balance that has yet to be arranged. Access to a vehicle without payment arrangements is limited to emergency items such as prescription medications, safety items such as car seats, etc. If the complainant wants access to general vehicle contents all that is required is to either have the insurance company covering the fees call Crow Tow and confirm their intentions or in the case that insurance will not be covering the accident the bill must be paid in full. If the complainant refused to comply with these guidelines the answer would be no to a request for access. Power of attorney is irrelevant to this situation.

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21681190
  
  I am rejecting this response because:
  There very well could be medication in the vehicle along with other health related items. The lady didnt give the time of day to ask me that, she very rudely would interrupt and say no. How is that service? The driver had a medical emergency and is still in the hospital. You are pirates in your industry as history shows. The *** grants me full rights financially so why not try and help your customers.
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/08/2024

  Our policies are very simple and straight forward. In case of emergency, you can come to the office and state exactly what emergency item is in the vehicle and one of our employees will retrieve the item(s) for you. If you want full access to all contents you can work out the payment arrangements either by having insurance call and confirm coverage and financial liability or by paying the bill to date yourself. If you chose neither of these paths, there will be no access to the vehicle or contents. No other details in this complaint are relevant to these facts and this policy will not be deviated from.

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Towed my car where no signs were posted. Dropped off clothes and car was towed

  Business Response

  Date: 04/23/2024

  Signage placement and quantity is at the discretion of each property and in **** there is no legal requirement of private property to have signage. However, Crow Tow as an ethical vehicle impounder does offer signage free to properties on a request basis. Given the limited information provided in this complaint, Crow Tow cannot ascertain whether signage was present during this interaction but it is a moot point as there is no legal requirement of such for a private property. Perhaps whoever the complainant was visiting should have explained the parking rules to their visitor as all residents are made aware by their property managers. At all times Crow Tow acts within the guidelines of all laws and the direction provided by property managers and as such no remedy to the complainant will be offered. Crow Tow considers this matter closed.

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Today around 2:00 my sisters car got towed and she called called Crow Tow to see what she needed to do to get it back. They said they towed it because she had the wrong sticker for her apartment complex. She told them that it was the sticker she got from her apartment complex so she doesnt know how it got towed. They told her that its the wrong code on the sticker and that should have known and got a different one and to call her apartment complex to fix the issue. She had already called her apartment manager and they said they didnt know what to do because that is the sticker they got from Crow Tow so they cant do anything about it. We went to Crow tow before they close and they were very rude and told us that it was her fault and she had to pay $200 to get it back. She should not have had to pay for that because it was their fault for giving them the wrong sticker. But that is besides the point. She pays and gets her car back and she gets in and her check engine light it on now. Before they towed it there were no lights on and no errors on the dash. They were very rude and blamed even her and broke her car. This tow company got dropped from *********** for a reason. They need to be shut down or under new management. They are horrible people and a horrible business.

  Business Response

  Date: 04/16/2024

  The vehicle in question was towed from an apartment complex that requires a pass beginning with the code OA. The vehicle in question's pass began with CA which belongs to a different property in a different part of town. Crow Tow provides all of the stickers for each property management's portfolio to the management team but the responsibility to make sure they are providing the correct sticker lies in their hands. The tow was correct as the vehicle did not display the proper pass. Any further conversation about which pass was given and why is between the property management and their tenant. As far as the claim of damage, the car is a small FWD that was expertly towed by well trained staff using a flatbed. This is the absolute safest way to tow a vehicle and further more, in the extremely rare instance damage occurred during a tow, a check engine light would not be a symptom. Crow Tow performed it's duty expertly and without error. While it sounds like your frustration with the situation may be understandable, it is clearly misdirected here. Crow Tow considers this a closed matter.

• Initial Complaint

  Date:02/13/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 parked for no more than 30 minutes at ************************* and my car was towed by Crow Tow. They said I was required to have a parking sticker. Seriously how was I supposed to know that? I had to pay $200.00 to get my car back. Really??? No one is going to know that a sticker is needed to park in an apartment complex.

  Business Response

  Date: 02/13/2024

  Crosswinds Apartments is managed by the *********************** company. *********************** has restricted parking within the complex to residents and their permission to park is displayed in the form of a windshield sticker. It is unfortunate that the party the complainant was visiting at the complex did not explain this policy to their guest as they should have in order to prevent them from being towed. However, Crow Tow acted in direct accordance with the property management's direction to remove any vehicle not displaying the parking permit immediately. As such, Crow Tow plans no remediating action in regards to this complaint and considers this a closed matter.

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 12/1 my truck was towed by Crow Tow. I was parked in an apartment building parking lot in the east village, The Lyon. I clean Airbnbs, and I was cleaning one located in this complex during this time. On 3 previous occasions I had contacted crow tow for confirmation that I would not be towed from this lot if I followed their OWN PROTOCOL for parking. On 7/31 I was advised in person by a tow truck driver who is employed by them that if I place my handicap placard on my rearview mirror that I could park anywhere in the lot and I would NOT BE TOWED. This is one of the perimeters they follow. On 11/5 at 2:46pm I contacted them again to confirm this regarding another lot. I was once again told the same thing - so long as my handicap placard is hanging from my rearview mirror I would NOT BE TOWED. On 11/29 at 11:22am I contacted them regarding the lot at The Lyon and specifically asked about that parking lot and was AGAIN told the same thing - place the placard, won't get towed. On 12/1 at approximately 4:30pm Crow Tow towed my **** ***** C **** from this very lot, despite the handicap placard hanging from the rearview. When I contacted them via phone I was transferred to gentleman who was abrupt, rude, kept interrupting me and yelled at me. I called back two more times to attempt to discuss this with them and he refused to do anything but **** at me and call me a liar. I then had to call an Uber to take me to ******* and I was charged $80 more than what I was charged in July to get my vehicle out of impound. (Yeah, they towed my car in July too) So I had to pay $260 to them, $12 to Uber, and lost $100 in wages because someone wasn't following their own rules!!!! They charged me for a whole days impound and my truck was there for exactly 41 minutes. While I was there the manager refused to speak to me!

  Business Response

  Date: 12/04/2023

  This vehicle was parked in a permit only lot without the required permit. Signage in the lot notifies all parkers of this requirement. It did have a handicap placard displayed however was not in nor near a handicap spot nor even close to the entrance. Furthermore the vehicle was not fully parked in the stall and was obstructing the right of way of vehicle traffic of *******************. Photos are attached. Per the guidelines of the complex, the vehicle was impounded for illegal parking. If this customer would like to secure permission to park on this property, such permission will have to come from the complex itself in the form of a pass. As the guidelines for the complex were followed correctly, no billing adjustments or further compensation will be offered and Crow Tow considers this matter closed. Records do indicate per her claim that ************** was towed in a different vehicle from a different property with no parking pass or handicap placard displayed in July however it is unclear on how that is related to this complaint other than it displays a pattern of ignoring signage and property guidelines.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am in town for business and I work for the *************. Today after work on Wednesday November 8th at approximately 5:45 PM, I went to get dinner and parked in what I thought was the parking lot for the establishment I went to (zombie burger). I came back out to my car missing. I was in the restaurant for less than an hour. Frantic, I look around and realize there is a tow truck in the parking lot. The man in the tow truck said I had been towed and that it would cost me 260 to get my car back tonight or 200 tomorrow. I needed my car back tonight because I needed to work in the morning then drive back home two hours away. I went to look for a towing sign. There were not any signs where I parked, but I did find a sign in the parking lot after the fact. This sign was hard to see, especially with it being dark outside, the sign wording rubbed off, and some tree branches hanging over it. The sign is not obvious at all and unfair to people unfamiliar with the area. Furthermore, 260 dollars for a towing fee is outrageous. If I had been able to see that sign in the first place, I would not have parked there.

  Business Response

  Date: 11/09/2023

  The lot in question does not serve the ************************ in any capacity. There is a public ramp directly across the street as well as ample street parking available for the restaurant. There is a bright yellow signage you must pass when entering the lot in question as well as several auxiliary signs throughout notifying the complainant as such. Photos of such are attached. Crow Tow supplies each property with as much signage as they'd like but the property is the one who physically places signage, not Crow Tow. Regardless, the attached photos show ample warning. As far as cost goes there are several things to consider; tow trucks cost $140,000, diesel fuel is $5/gallon, Crow Tow being a responsible employer making sure all employs earn a healthy living wage with health and retirement benefits. In this case it took one of those employees to expertly and skillfully tow the vehicle while in park ensuring it was transported safely, a dispatcher to field your calls and complete your transaction, and a second driver to leave their towing duty and return to the yard after hours so that the complainant could have access to their vehicle immediately instead of waiting until office hours the following day. While impounded, the vehicle was stored in Crow Tow's 7 acre facility secured with an 8 foot electric fence, 70 HD cameras, and 24/7 live dispatch monitoring. Considering the services rendered, the cost is more than reasonable. While we understand the unexpected expense of a vehicle impound is unpleasant, the responsibility of such cost lies on the complainant for their own actions. As such, Crow Tow will take no further action in remedying this complaint and considers this mater closed.

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Tow Crow decided to engage in an unauthorized tow of my car from the Drake Apartments parking lot. The landlord explicitly told me I could park there but they went in against the landlords authorization and towed my car from the private property of this apartment complex. There were no posted signs warning of fines or illegal parking in that area and I was explicitly told it was a guest lot. They then charged me 200 to retrieve my car despite taking it unauthorized by the landowner.

  Business Response

  Date: 09/26/2023

  The attached map has been provided to Crow Tow by the Drake property management and it contains instructions on when and where to tow from. ************* vehicle was parked in the top left section of this map, clearly designated as resident parking that requires chrome parking permit sticker to utilize, at 8:20pm Monday, September 25th 2023. ************* vehicle displayed no such pass and thus was towed for violating The ******* parking policy. Crow Tow operated within the guidelines directed to us by property management and as such, the tow and related fees are valid and justified. Crow Tow considers this matter closed.