Complaints

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• Initial Complaint

  Date:31/03/2025

  Type:Product 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.

  The company towed my car on behalf of HRM and damaged it. They refuse to pay for the damages caused by the towing. I am seeking that they make the repairs or cover the cost of repairs.

  Business Response

  Date: 22/04/2025

  Hello

  I am sorry for the delay in responding to you. As we were trying to make a resolution with the customer.

  We towed the vehicle due to a parking infraction, the customer picked her vehicle up and didn't tell us that there was any issues until the following Monday. She said her vehicle was not drivable.If the vehicle was not drivable, she would have known that as soon as she left the yard.

  We had asked her to bring the vehicle here if she could not because it was at a shop she gave us the wrong shop name in the beginning, and has provided no factual information that the alleged damage has been done by us. She had said that we damaged her bumper. And when we provided proof that the damage was done before we towed it, she moved on to other allegations of damage that she cannot prove was done. She was supposed to have an appointment on april 17th  to have the vehicle looked at, and we have yet to hear back from her. She was clearly upset that she was towed for being illegally parked on ******** that she is trying to attack us from every direction. We asked multiple times on ANY proof and we have not received anything. We can't always make everyone happy in this industry. But attacking our business because you made the decision to park in a tow away zone is truly uncalled for. We are just doing our job, *** had your vehicle towed. Maybe learn from the lesson and move on

  Customer Answer

  Date: 22/04/2025

   I am rejecting this response because:
  

  Without Prejudice,
  Excel towing was directed by *** to refund the impound fees for 2 days, as ***** contract does not allow this.  My car was in their control less than 24 hours. I have not received a refund to date.

  There was damage to my vehicle’s bumper caused by towing that we noted to the employee when we picked up and paid for the towing outside of office hours.  It was damaged from a rope or strap that cut through the bumper.  This damage is not shown in any pictures taken by the tow company or *** at the time of towing.

  Furthermore, due to improper towing, my vehicle was damaged and put into “limp mode” and was inoperable at road speed.  It had to be repaired, and the system had to be reset.
  

  Again, I am requesting that Excel towing take respinsiblity and pay for the damage caused.  I want others to be aware of their unprofessionalism and lack of responsibility for their actions.

  
  

  Business Response

  Date: 23/04/2025

  This is the first that we have heard about needing to provide a refund.The customer has not reached out to us. Without communication we have no way to refund. Furthermore, she has still not provided any proof that the damage was caused by us. We had asked her for proof it has not been provided. The bumper damage was previously damaged, there were no straps used during this tow as it was towed with a wrecker. Further proving the false information she is stating.

  Also, as stated in our previous message, if she had issues with her car and it was put in limp mode, she would have noticed that right away, and she should have brought that to our attention immediately not three days later. We have not seen anything further regarding the alleged damages.

   

  Customer Answer

  Date: 23/04/2025

   I am rejecting this response because:

  I am not going to argue back and forth with this company.  They were contacted by the ****** and ***.  I will be taking this matter to small claims if we cannot reach an out of court resolution.  
  

  They do not follow ***** towing contract and charge customers for items not allowed under their contract that may not be known to customers.  Their staff are unprofessional, rude and careless with their towing methods.  Consumers should be aware of this.