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:08/09/2025

  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.

  Sept 5, 2025 830am. Towstar towing told me they would charge me $225x 2 hr (minimumchsrge) to move my 34' 5th wheel. Plus taxes. I asked is there anything else I need to know about the charges. **** . They were to be there for 930 am. I got a call at 830 saying he would be there at 9. Got a call at 905 driver will be late bc he got pulled over and was getting a ticket. Driver shows up 45 min late said he got a warning ticket. Then said he was pulled into the scales with an empty tow truck and given a warning. He had no idea how to hook up the 5thwheel. Had to be shown. He had to pull over bc he was scared the cops would pull him over bc he forgot the lights, and he never did put them on!. He refused to give me a bill and called his boss who called me and took my cc# to pay the bill of approx $500. Said it declined. Ik for a fact I had $755 on my card. Said no the bill is $1241.34 i was FORCED to pay the balance in cash of $542 from which the bill showed that he billed me $285x 3.5 hours .. the job took EXACTLY 1.5 hours not 3.5. I NEVER agreed to that price or to pay anything above what they told me and my husband separately of the $225. They kept our trailer hijacked till we paid nearly $700 OVER. then the boss told me after asking why the bill is so high said he billed us for drive time. Thats not my problem. Why am I getting billed for this "fake ticket stop". He said but the driver didn't stop. At all. Said he was tracked the whole time.. all I want is the scamed money returned to me immediately.

  Business Response

  Date: 09/09/2025

  Thank you for your message. I have carefully reviewed the details of this service.
  
  
  As explained earlier during our phone call, towing a 34 5th wheel trailer requires a medium or heavy duty truck equipped with a specialized 5th wheel attachment. For this class of service, our billing is industry standard and calculated on an hourly base-to-base basis meaning the clock starts when the truck leaves our yard and continues until it returns.
  
  In your case, the service involved travel from our ************ to ************ (near the border), the tow to *******************, and then the return trip back to *******. In addition, all trucks over ***** kg must pass scales, and drivers may be subject to random checks. This is a legal requirement and is included in the overall service time.
  
  The rate of $225 per hour with a 2-hour minimum, plus fuel surcharge (FSC) and GST, was quoted to you at the time of booking. The initial figure you were given reflected only the 2-hour minimum charge before fuel surcharge and taxes, not the final total. The final invoice included the full duration of the service, applicable FSC, and GST.
  
  All of our calls are recorded for accuracy in cases like this, and based on our records, we believe the billing provided was consistent with industry practice and our standard terms. A detailed invoice has already been sent to your email for your reference.
  
  We assure you that this was not a case of overcharging or improper billing, but a fair and transparent application of the required charges for the service provided.
  
  
  Thank you for allowing us the opportunity to clarify.
  
  

  Customer Answer

  Date: 10/09/2025

   
  Complaint: 23849809
  
  I am rejecting this response because: they did NOT tell me there was a charge from burnaby to the trailer and from the new location back to the  burnaby location. They told me they came from **************. Also. They billed me st $285x 3.5 hours from Which i NEVER AGREED TOO NOR WAS I TOLD PREVIOUSLY to the tow. They never mentioned anything about the size of the truck and the truck that came was absolutely NOT heavy duty!!. I never agreed to that price nor was i told at all about this 25% charge!. If you read the reviews on their website and your own bbb website you will plainly see that this scam is a regular occurrence.  I absolutely do not accept this response. They said 2 hours at $225 .. plus taxs. That i will pay that but I absolutely was NOT TOLD ABOUT ANY OTHER CHARGES. AND THEY lied about getting  pulled over and getting a ticket and then it was a warning which I doubt they will provide the issued warning as proof and that time should not be my problem or my bill if it actually happened. Where the *** said multiple times the driver NEVER STOPPED.  $500 is reasonable  even $600 but nearly  $1300 is not. I DID NOT GET THE DETAILS OF TRANSACTION UNTIL AFTER THE BILL WAS FORCABLY PAYED. AND HE WOULD NOT EXPLAIN WHY THE BILL NEARLY TRIPPLED. They did NOT use a heavy tow truck it was a regular truck!. Stop letting people like this scam the innocent people. They forced me to give them my rent money or take my only home hostage. Either way they left me in the worst situation and it's absolutely despicable that they are getting away with this. Please do the right thing as this is a crime and they have taken advantage of me!. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 11/09/2025

  As explained earlier, towing a 34 5th wheel trailer (approximately ****** lbs)requires a medium-duty truck with a specialized 5th wheel attachment. For this class of service, our billing is calculated from base to base meaning the time starts when the truck leaves our yard and ends when it returns. This was explained at the time of booking, and it is also the standard practice across the towing industry. You are welcome to confirm this with other providers in the **************, as they follow the same regulations.

  
  Because medium-duty trucks are over ***** kg, they must legally pass through CVSE inspection scales. If a driver is flagged for a check, that time forms part of the job, as the vehicle and trailer remain under tow.
  
  The hourly rate for this service is $285 per hour with a two-hour minimum, plus the standard fuel surcharge and GST. The initial figure of $285 per hour quoted at booking reflected the minimum base rate, before fuel surcharge and tax. It was not the final total. A detailed invoice was provided for your records and shows the proper calculations.
  
  I understand your concern about the total cost, but the charges applied to your job were consistent with our posted policies and industry standards. This was not a case of hidden fees or overcharging, but rather the correct application of base-to-base billing for medium duty towing service.
  
  
  We regret that you feel dissatisfied with the experience. However, the invoice reflects fair and standard fees for the type of service provided.
  

  
  

  Customer Answer

  Date: 12/09/2025

   
  Complaint: 23849809
  
  I am rejecting this response because: this is the 2nd time I've responded and I ABSOLUTELY  reject this claim. I was told only $225x 2 hr minimum. Plan for 3 hours incase there's an issue. (Their driver lied to us about being pulled over and getting a ticket and then a warning and then the scales. Ok provide proof of that?) I guarantee they wont.. which there wasn't any issues on our part but was with the driver who half way there stopped because he forgot the lights and seen a cop and panicked that he would get pulled over.. he never did put the lights on and no did they put on a transfer plate. It took only 1.5 hours exactly  and  I have no issue with paying for the 2 hours plus taxs. As thats the ONLY charges they told me about. They NEVER  told me about any fuel charges or there and back charges prior to the job being done. I DID NOT GET THE BILL WITH DETAILS ON IT UNTIL AFTER I WAS FORCED TO PAY THE BILL. I ASKED WHY THE BILL IS SO HIGH AND THEY DID NOT EXPLAIN THE CHANGE FROM $225 TO $285  because at that point when I was talking to them I had NOT received the detailed bill. They wouldn't let down my trailer till it was paid. So I was forced to give them nearly  $1300 for a tow at the absolute should have been $700 from which i had planned for because thats that they told me!. All the other companies I called all said around $195x 2 hour min plus taxs plan for extra just in case. So the price was in the right area as others so it to suddenly Jump to $285 without approval or even telling me prior is absolutely a scam. This is the second time I've replied and I have not and will not change my mind. The truck they used was absolutely NOT a heavy tow truck it was a regular truck and thats it. So to scam me out of money like that is absolutely despicable. Read the reviews on their website and your own bbb website and you will see the ENDLESS complaints of the EXACT  SAME SCAM FROM MULTIPLE PEOPLE. IM NOT THE FIRST.   Please do the right thing and deal with these scammers we have enough of this garbage going on around the province and no one can afford to be lied to and scammed like this. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 12/09/2025

  First, regarding the driver: there was no dishonesty. As noted earlier, all commercial vehicles over ***** kg are legally required to pass through CVSE inspection scales, and officers may stop trucks for random checks at any time. This is not under the drivers control, and this process forms part of the total service time. At no point did the driver lie about being stopped; he followed standard procedure.
  
  Second, regarding lights and plates: for a 5th wheel RV trailer of this size, the trailers existing electrical system is connected directly to the tow truck, so no additional tow light system was necessary. As a fully insured towing company, we are also not required to install a transfer plate in order to tow your 34 trailer.
  
  Third, regarding invoicing: as per our policy and industry standards, invoices are finalized and issued upon completion of payment. A full, itemized invoice was provided immediately after payment, showing the hourly charges, fuel surcharge (FSC), and GST. These are standard, non-optional charges that apply to all towing services whether light duty or medium duty.
  
  Finally, regarding the rate: your 34 5th wheel trailer, weighing approximately ****** lbs, required a medium-duty truck with specialized equipment. The applicable rate for this class of service is $285 per hour with a 2-hour minimum, plus FSC and GST. The time is calculated base to base, meaning from when the truck leaves our yard until it returns. This was explained at booking and is the same practice followed by other towing providers in the region. No charges outside of this standard policy were applied to your invoice.
  
  We understand that the final cost was higher than you expected, but it was billed correctly according to industry practice, legal requirements, and our posted policies. Referring to this as a scam is unfair and inaccurate, as this was a properly executed tow with transparent billing provided in detail.
  
  We regret that you feel dissatisfied, but we must respectfully stand by our position that the service was completed safely, lawfully, and billed according to industry standards.

  Customer Answer

  Date: 15/09/2025

   
  Complaint: 23849809
  
  I am rejecting this response because: this is the 3rd response and absolutely nothing has changed nor anythjng been done about this. NO I WAS NOT  told it would be a heavy tow truck and it was a regular truck that showed up with an incompetent driver who lied to me about getting a ticket that turned into a warning and suddenly became a scale stop with a warning. Which didn't happen bc the boss told me he NEVER STOPPED HE WAS TRACKED AND NEVER STOPPED!. HE the driver didn't put lights on nor a transfer plate and panicked when he seen a cop and pulled over to put on the lights and never did!.  They absolutely DID NOT  tell me about any charges for them to drive to the site or back from the site. Nor was I told about any fuel charges at 25%  I WAS NOT GIVEN THE BILL UNTILL AFTER IT WAS PAID.. DO YOU SEE THE ISSUE.. I WAS FORCED TO PAY THE BILL NOT HAVING BEEN GIVEN THE BILL PRIOR SO I WAS NOT ABLE TO SEE OR UNDERSTAND WHY THEY OVER BILLED ME.AND SCAMMED ME FOR A PRICE THAT WAS ABSOLUTELY NOT AGREED TOO.  THEY NEVER TOLD ME AT ALL ABOUT THE UPCHARGED  FROM $225 TO 285  THEY JUST DID IT ANYWAYS. BRING UP ALL THE PHONE CONVERSATIONS  AND NOT JUST THE ONE ON THE DAY OF BC I CALLED THEM A FEW DAYS BEFORE AND ASKED AND THEY SAID THE EXACTLY THE SAME THING. $225 MIN 2 HOURS PLUS TAX  MAYBE 3 HOURS IF THERE WAS AN ISSUE .. ** AND THERE WASNT ON OUR PART!**. I ABSOLUTELY  DO NOT ACCEPT THEIR VERSION AS IT IS A LIE.  THEIR OWN REVIEWS ON THEIR WEBSITE SUPPORT THAT IM NOT THE FIRST TO BE SCAMMED BUT THEY HAVE A HISTORY AS WELL AS YOUR OWN BBB WEBSITE. UNLESS THEY BRING UP ALL THE PHONE CALLS WHICH WILL.INCLUDE THE CALL FROM MY HUSBAND AND DRIVING HISTORY AS WELL AS THIS WARNING TICKET THEY SUPPOSEDLY GOT AND PROOF OF ALL THIS THEY CLAIM I WILL NOT ACCEPT THIS LIE. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 16/09/2025

  As noted in our prior responses, this matter has already been carefully reviewed and explained in detail. The charges applied were not arbitrary or hidden, but consistent with industry standards and our stated policies for medium-duty towing.
  
  We have clear records of the original booking call in which the terms including hourly base-to-base billing, two-hour minimum, fuel surcharge, and GST were explained to the individual who scheduled the service. The final invoice reflects those terms and includes travel time, loading and securing, and legally required scale procedures. These are not optional, and they are part of all medium-duty towing services across the province.
  
  While we understand you disagree with our position, repeatedly stating the same concerns does not change the facts of how this service was billed. The driver operated lawfully, the equipment used was appropriate for your 34 5th wheel trailer, and the invoice provided was accurate.
  
  
  As one of the trusted towing providers in the **************, we have handled this matter with transparency and professionalism. At this point, we must respectfully confirm that no further adjustments can be made.
  
  
  This will be our final response on the matter.
  
  

  Customer Answer

  Date: 16/09/2025

   
  Complaint: 23849809
  
  I am rejecting this response because: in your responses you've said I was originally quoted $225.. yet after that you said it was $285.. so thats your first lie. YOUR COMPANY  called me to tell me your driver was getting pulled over for speeding and was getting a ticket. Your driver when he finally got there said he was pulled over and got a warning. Then said oh it was that he actually got pulled into the scales. Second lie. You called me back later and when I questioned about why im being billed for his time as that was at that point the only reason I could think of as to why a bill that shouldn't have been more than maybe 700 at the outside suddenly jumping to nearly 1300 bux and you then told me multiple times that the DRIVER DIDNT PULL OVER NOT AT ALL AND THAT YOU WERE MONITORING HIM. YOU TOLD THIS TO ME.  3rd lie. When I first called you you told me only $225 an hour 2 hour minimum plus tax, plan for 3 hours incase there's issues.  The total time was exactly 1.5 hours.  NOT ONCE DID YOU OR ANYONE TELL ME YOU CHANGED THE AMOUNT TO $285 OR ABOUT ANY OTHER CHARGES  PERIOD.. BBB. THEY QUOTED MY HUSBAND THE EXACT SAME PRICE OF 225. I NEVER AGREED TO ANY CHANGES   I was FORCED TO PAY THE BILL. **BEFORE BEING GIVEN THE BILL** AS they mentioned.. so I was not told nor able to see why the bill was so high without any consulting. They have been lying about what they told me and im absolutely disappointed that it's being accept as truth.  I absolutely  did not agree to anything other than what I've stated many times now  im willing to pay a reasonable amount for their terrible service but to be scammed for so much more and it's being given basically the ok is absolutely despicable business practices. I want at least a partial refund for the over billing that I was scammed out of!. Including the proper portion of the 25% fuel  charges which i again will say i was NEVER told about. Based on what I should have been billed.  I absolutely reject their lies. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:27/08/2025

  Type:Billing 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.

  In July 04th, I got a battery boost service from Twostar Towing company.On the website of this company, in the chapter named "How much Does a battery boost cost" it is stated as below:"our battery boost service for small cars and SUVs range between $65 to $89".But after the service is finished, they charge me $148.31.They only gave me a receipt in electronic format, but it is only a total number, no detailed cost of each service and taxes.

  Business Response

  Date: 27/08/2025

  Thank you for bringing this matter to our attention.
  
  
  Our advertised range of $65$89 applies to standard battery boost services for vehicles that are accessible at ground level, scheduled during regular hours, and without special circumstances. In cases where the vehicle is located in an underground parkade or requires additional equipment and specialized trucks, extra charges apply. In addition, all services are subject to applicable industry surcharges and taxes.
  
  
  The total amount of $148.31 reflects the service provided in your specific situation and is consistent with standard industry pricing for this type of call. The electronic receipt you received at the time of payment is a payment confirmation only. For a detailed invoice with itemized charges, customers can request it from our office within 72 hours of service, and we are happy to provide it by email.
  
  
  As one of BCs trusted towing and roadside assistance providers, we follow industry standards and strive to be transparent with our customers. 
  
  

  Customer Answer

  Date: 28/08/2025

   
  Complaint: 23803011
  
  I am rejecting this response because:
  

  Can your company give me some documents about the charge standard/basement?

  In the website of your company, there is not a single word/explanation of such rule! The employee also didn't mention such rule to me before the service.

  After the service is done, the employee charged a much higher bill amount. As a consumer, I didn't have any other choice other than paying the bill.

  Last but not least, In the response from your company, it is said "In addition, all services are subject to applicable industry surcharges and taxes."

  But in the receipt I got, we can see the total tax amount is just $0.0.

  Sincerely,
  
  Ke Jia

  Business Response

  Date: 28/08/2025

  As mentioned earlier, all quotes are provided over the phone based on the information shared by the customer at the time of booking. If a vehicle is located in an underground parkade, a specialized low-clearance truck and additional equipment are required. This is standard in the towing and roadside assistance industry across **, as underground access requires more time, effort, and resources. These additional charges apply to all companies offering such services, not only ours.
  
  
  Regarding your concern about our website: the posted $65$89 range applies only to standard boosts for accessible vehicles. On the same page, we also state that additional fees (such as underground, overnight, or special-equipment charges) may apply depending on the circumstances of the service. In your case, the underground location resulted in the extra cost.
  
  
  With respect to the tax: the electronic receipt you received at the time of payment is a payment confirmation only. It does not itemize industry surcharges, GST, or service breakdowns. A full invoice with detailed charges is always available upon request. Customers can obtain this by contacting our office during business hours, and we would be glad to provide yours.
  
  
  We value transparency and fairness, and our pricing is consistent with industry standards. If you would like, we can email you your detailed invoice so you can see the full breakdown of your charge.
  
  

  Customer Answer

  Date: 28/08/2025

   
  Complaint: 23803011
  
  I am rejecting this response because:
     From your company's response: If a vehicle is located in an underground parkade, a specialized low-clearance truck and additional equipment are required.

    My vehicle was located in the underground parkade, but the employee(from your company) drove a standard height truck to my condo building. This truck was too high to enter the underground parkade. So I walked with the employe for 2~3 minutes to arrive in the parking lot. Also no addition equipment was used. After the battery(of my car) is boosted, I drove with the employee and sent him back to the tow truck.

    You can double check with the employee: is there any specialized low-clearance truck or additional equipment used?

    Since no specialized low-clearance truck or additional equipment were used, you should not charge me extra fee.

  
  Sincerely,
  
  Ke Jia

  Business Response

  Date: 02/09/2025

  Thank you for your additional comments.
  
  
  As noted in the dispatch record, for faster response we assigned the closest available truck to your location. Because the vehicle was parked in an underground parkade where the tow truck could not enter, our operator was required to park in a secure spot outside, carry the booster pack down to your vehicle, perform the boost, and then return the equipment back to the truck.
  
  This process takes longer than a standard roadside boost, and the added time and effort is the basis for the underground service fee. Even if a low-clearance truck was not dispatched in this case, the additional labour and handling involved in accessing your vehicle still applied. Our drivers are paid hourly, and the pricing reflects both time and resources used. This practice is consistent with standard charges applied across the industry when vehicles are located in restricted-access areas.
  
  
  We understand your concern and hope this explanation clarifies why the fee was applied. 
  
  

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Please email me the receipt with detailed item(such as each service cost, GST, PST).
  Sincerely,
  
  Ke Jia

• Initial Complaint

  Date:22/10/2024

  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.

  On October 11, 2024 I called TowStar for a two block tow in ***********, **. I was told that they service that area and it will be 20-30min wait time. I was never given a quote.The driver arrived 2.5 hours later. My car was loaded onto the truck and then I was told about the fee of $210. This had a night service charge and a flatbed fee. I could not get my vehicle back without paying. When I called the service number to express my dismay at being misled by a coupon I saw on ****** Ads for a $60 flat rate, I was told that had several conditions on it that were never listed in the ad. I was then told that someone would call me the following day to help. It has been a week and no phone call. I called again tonight and was told that there was no record of that tow happening. I argued yes it was as I have a receipt. Then I was told that I would be called back soon. After 30 mins I recalled and was told that there is no information yet. The person then phoned me from an alternate number and let it ring twice, purposely not long enough for me to answer.When I researched, ****** reviews showed several other people with the same complaints as me. I left a poor review on the company ******** page and got an instant boiler plate response, the same one the other people from ****** had received. I have not been able to get in touch with anyone. I checked the address that was on my receipt and saw that it was billed from an apartment in *********. My web access to my receipt is also gone. I fear that this company is running a scam and using people.

  Business Response

  Date: 12/11/2024

   Thank you for reaching out regarding complaint ID #******** filed by ******* ******* 

  
  We would like to confirm that we have already resolved this matter directly with Ms. ******* To address her concerns, we issued a refund of $110.00 and provided an additional $100.00 in credit for future services. After discussing this offer with Ms. ******* she accepted it and expressed satisfaction with the resolution.
   Since then, I have also attempted to reach Ms. ****** by phone to discuss the possibility of updating or removing her ****** review to reflect the positive outcome, but she has not yet responded. 
  For your recorde, I have attached an invoice as evidence of the $110.00 refund and the credit which is $100.00 that  issued to  Ms. *******
  
  
  Please let us know if you require any additional information or documentation for your records, we are committed to maintaining a positive experience for our customers and appreciate your assistance in this process.
  

  
  

• Initial Complaint

  Date:10/10/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 transaction: Sep 26th, 2024 Amount paid: $171.20 CAD Business has committed to provide the service of replacing the spare tire (located in the car's trunk) with the flared tire (front tire passenger side), with the quote of $85 CAD plus additional taxes (did not mention anything about additional fees), quote provided via phone call.Dispute: The total amount I got charged was $171.20 CAD, more than double of the original amount I got quoted at the beginning. I have made several attempts to request for itemized receipt from the company from September 26th, but only until now the company has sent me the invoice. The invoice stated the total amount billed was $168.35 CAD, which is a different amount than the transaction record from my bank. I have called them asking for the extra "Underground fee" on the invoice, and they stated that this is the "general fee" any towing company will charge the customer. When I stated that there is no such "underground fee" mention anywhere on the company's website, the guy then stated that I will not be able to find any information on their website regarding this extra charge. I asked them politely if they could make any adjustment to remove this extra charge, as there is no obligation for me to pay such extra charge when not being informed before hand. They denied the request and stated that "you don't know how to run the towing company like I do". I have also advised the contractor that performed the service, cellphone ************ to inquire about the charge, but he kept refer the issue to the office.