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: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.