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:07/07/2025

  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 am writing to formally raise a serious concern regarding the towing service provided by one of your partners, Davenports (************************************), for my 2024 ***** Prologue EV on March 22 2025 @ 10PM. Unfortunately, due to improper handling, the towing resulted in significant and avoidable damage to the vehicle.Despite your companys stated expertise in evaluating vehicle-specific towing requirements, the assigned driver failed to follow the proper procedures for an electric vehicle (EV) with a depleted battery. As you may be aware, the ***** Prologue must be towed using a dolly under each wheel, as the drivetrain is not designed to allow the wheels to rotate freely when unpowered.Instead, the tow truck dragged the vehicle with its wheels on the ground. This caused a loud popping sound, and upon inspection, we discovered that a ball bearing had popped out of the axlea clear indication of mechanical damage directly resulting from improper towing. The issue has been documented with both photographs and video, which are attached for your reference:Upon recognizing the severity of the damage, we immediately instructed the driver to unhook the vehicle and engaged another towing service. Trac 1 safely transported the vehicle to a storage facility overnight and subsequently to ***** Cars of ******** (******************************************************************), where it was inspected and repaired.We expect TowPro Services to take full responsibility for the damages and to cover all associated costs, including diagnostics, repairs, and any additional losses incurred as a result of this incident.Failure to take prompt corrective action may result in legal proceedings to recover these damages.Please consider this email a formal notice of the incident. We request a timely response outlining how your company intends to resolve this matter.

  

  Business Response

  Date: 08/25/2025

  Regarding the complaint from **** ******, we have denied the claim.
  
  
  When the customer initially called, he stated the vehicle would not start. However, upon our driver's arrival, the vehicle started and was placed in tow mode. Our driver secured the vehicle following standard procedures for towing an electric vehicle. We have pictures documenting these steps.
  
  
  As the driver began the loading process, moving the vehicle no more than two feet, he noticed an issue and observed that the axle was damaged. We believe this damage occurred prior to our arrival. The customer immediately stopped the driver and stated damage was done, requesting the vehicle be unhooked within seconds of us connecting. The extent of the damage the customer is claiming could not have been caused within two feet of moving the vehicle.

  Customer Answer

  Date: 08/25/2025

  Complaint: 23326410

   

  I am rejecting this response because:

   

   

  the vehicle was not put onto tow mode. ***** recommends putting dolly under each tire and not to drag especially when vehicle is out of charge. Towing company advertised they have expertise in towing electric vehicle but standard procedure to tow thus causing this damage. ***** dealership confirmed vehicle couldn't be on tow when out of juice. All the videos provided by towing company was provided with me. Individual dolly on each tire was not used thus causing damage that was later fixed by the towing company 

   

   

  the company advertise expertise in towing for electric vehicle which is incorrect 

   

  Sincerely,

   

  Awai Malick

• Initial Complaint

  Date:09/18/2024

  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.

  Date of the incident: 7/26/24 Company located on ********************************************************************** Police report number: ****** There is video footage of the incident. I ordered a tow through my roadside assistance and was assigned this company. Once my car was dropped off, the driver backed into my vehicle and it is not drivable. No one at this business has any interest or urgency to help me with my vehicle. I was told to email my estimate for damages and also provided a police recording with the proof of the driver damaging my vehicle. I have not gotten any updates on when my vehicle will be fixed or on how they plan on helping me. Whenever I call, I am told that someone will reach out about what happens next, but no one actually has. Not one email that was provided to me is responding at this point and its been almost a month. I just want my vehicle fixed because it is a huge inconvenience for me.