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:06/08/2025

  Type:Customer Service 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 raise a complaint about your towing staff, ******, during an incident that occurred in ******** at approximately 11:00 PM on 07-30-2025. The location is *********************. The towing operation and associated payment process were handled not only unprofessionally but also raised significant concerns related to privacy, payment transparency, and compliance with BC towing and consumer protection regulations.1. Threat to Tow Vehicle when we show up When we first attempted to make payment, we clearly informed the staff that a transfer was in progress, but the driver attempted to forcibly tow the vehicle while we were present on site. This violates the ************** Towing Regulation that release should be permitted if the vehicle owner is present and willing to pay the release/drop fee.2. Mishandling of Credit Card Information When payment was eventually attempted, the staff failed to produce a payment terminal and instead took my credit card and read the entire card number, expiration date, and CVC code aloud over the phone to your office staff, even while he was taking a video. This is a blatant violation of payment data security standards (PCI DSS) and puts me at serious risk of data misuse or fraud.3. Lack of Fee *************************** Conduct We were never informed of the detailed breakdown of the release fee. If your staff had clearly explained the City of Vancouvers drop fee rule, there should not be any arguments. Rather than calmly explaining the charges, he chose to threaten us with immediate towing, which caused unnecessary distress and ************ Requests:A complete and itemized breakdown of the release fee I was charged, by BC towing regulations.A receipt confirming the payment I made, showing date, amount, and payment method.Any potential cost of solving data misuse or fraud loss of my credit card.Thank you.

  

  Business Response

  Date: 14/08/2025

  Good day sir,

  my response to your complaints by your numbers.

  1) When our tow truck driver showed up to tow the vehicle, a lady come running over and kept standing in front of our driver trying to get the dollies off the tow truck to stop hem from loading the vehicle in which was NOT the owner. This is considered obstructing and harassment. When you came to your vehicle our driver asked if you were going to pay the drop fee. You decided to ignore him and he asked you again for the second time. You seemed to get agitated and our driver began to feel threatened. He went to the inside of the tow truck to call our dispatcher to call the Police on this matter in which we have the right to do so if feeling threatened. When our driver was on the phone with our dispatcher you decided that you wanted to pay by slamming your hand against the door window.  

  2)  Our driver got out and asked for the third time how you want to pay and you slammed the credit card on the hood of the tow truck very hard he stated. Still feeling intimidated, he kept our dispatcher on the phone in case of any altercations. So our driver gave the credit card number to our dispatcher and it was authorized. You signed the credit card slip and the towing invoice. The driver gave you the tow receipt and a copy of the credit card slip. We do not carry credit card machines due to we get robbed just like cab drivers. So I feel there was no misuse of the credit card and credit card machines will not work in underground parking just like our 2 way radios. 

  3) As I stated, if our drivers feel intimidated we are to get into our tow truck and call our dispatcher for the Police. Our driver only stated to you he has to impound the vehicle if not paid a drop fee twice before getting into the tow truck.

  For your request of the breakdown it is in the first PDF, also in the second PDF is the proper amounts that we are suppose to charge for Private Impounds. 

  As to being a reputable towing company we only charge the **** INSTEAD of the Lien on *************** Vehicles Regulation as what we are to charge. 

  I hope this will satisfy your complaints.

  ****** ****

   

   

• 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.