Complaints

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• Initial Complaint

  Date:04/04/2025

  Type:Billing 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.

  On sep26,2024, the police located my previously reported lost/stolen motorcycle and contacted Rustys Auto Towing *** to tow it from *************************************************************************************************. The distance between the two locations is relatively short, yet I was charged a total of $261.65 CAD for this service.I went to retrieve my motorcycle on the same day. Upon inspection, there was no significant damage or visible indication that any complicated recovery process had occurred. In my opinion, the fee charged is disproportionate to the service provided.I would appreciate clarification on the following points:1.A breakdown and justification of the $261.65 charge.2.Whether there are special towing rates applied to recovered stolen vehicles.3.Whether there is any regulatory body overseeing such charges in **.

  

  Business Response

  Date: 23/04/2025

  Sorry i have been on holidays and got back on April 21st 2025

  This tow request was called into Rusty's Auto Towing Ltd.  by the Richmond RCMP on file 2024-30504 at the time of 5:47 am and dispatched at 6:00 am. I have discussed the towing invoice with the tow truck operator. He explained that the motorcycle was in a field and had to recover it to the road (pushing the motorcycle by hand)  to hook up the motorcycle to transport it to our holding yard as instructed by the ****. The tow rate for a motorcycle is under CAT II rate for ICBC/RCMP/City of ********. This price is the night rate of between the hours of 6pm-7am = 7kms is ***** in which is correct. there is a charge for loading and securing a motorcycle in which is correct of *****. The recovery is correct for ***** for 1/2 hr of recovering in which he stated 1 hr but only charge 1/2 hr. the fuel surcharge is 25% of the ************************************************ which equals ***** is correct. The storage is half the price of a car which is ***** per day divided by 1/2 = *****. and then the gst is correct also.  These rates are correct. these rates are set by **** in which the RCMP/City of ********/**** pay as it may be passed to an owner if they are retrieving the vehicleinstaed of the insurance company.  you have the option to send your invoice to your insurance company to have them refund you if you  are covered. 

  Customer Answer

  Date: 29/04/2025

   
  Complaint: 23158430
  
  I am rejecting this response because:
  
  Recovery Fee Doubt: When I retrieved my motorcycle, it appeared to be in a relatively accessible and undamaged condition. It was not visibly stuck or in a location that required special effort to recover. I question whether a half-hour recovery fee was truly necessary or accurately reported.
  Transparency and Documentation: I respectfully request that you provide the official ICBC CAT II towing rate table that your charges are based on, so I may better understand the basis for each cost item, especially for motorcycles.
  Distance and Rate: While you stated the 7 km distance falls under the night rate, the short towing distance combined with minimal effort observed raises concern over the total amount billed ($261.65). It feels disproportionate to the actual service provided.
  Insurance Referral: I will review my insurance coverage, but this does not negate the issue of the fee potentially being excessive or not fully justified. I would prefer to resolve the matter transparently with your company first.
  
  
  
  Sincerely,
  
  *** ****

  

  Business Response

  Date: 09/05/2025

   

  The recovery is the reason is for the driver had to walk in 100 meters off No.4 Rd  down the **************** to where the **** located your motorcycle, then had to lift the motorcycle off the ground to stand upright and push it to the road way down the path way of the Bridgeport Trail.  If your motorcycle was insured on that date then you should be able to recover your monies back from the insurance company.