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:09/04/2025

  Type:Customer Service 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.

  On Aug 26, 2025, my vehicle was towed by Roadside Towing & Collision (**********************************************************************). My urgent concern is access to personal items still in the vehicle: my wallet, the vehicle title, and my computer containing vital medical/prescription records.When I was briefly allowed access by an office employee and the owners son, they took my only set of keys and have refused to return them. Since then, Ive been denied access to my belongings despite multiple attempts to resolve this directly with ****** *****, Office Manager.Without these items, I cannot verify my identity, access medical records, or manage basic needs, leaving me homeless and vulnerable in an unfamiliar town.I am not seeking money, only immediate access to retrieve my belongings and the return of my **********: ************** Email: ****************************************************

  Business Response

  Date: 09/13/2025

  I am responding in regards to the Complaint filed against Roadside Towing from Mr. ****** ********* about this vehicle.  We have Rules and Guidelines to go by in a contract with *****************************  An officer with the ***************** came and signed off for him to remove items from the vehicle and he was taken to the vehicle to get property.  HE WAS NOT DENIED anything we followed HPD Contract rules.  As far as contacting me He has not tried to make contact to my Knowledge.  I did call when I received this letter today to speak to him and try to help and He was RUDE and told me that I was unprofessional for contacting him.  The Impound contract says you have to Prove Ownership and have a VALID ID upon coming to the establishment and If you can not provide them we cant help.  As far as his keys we do not get the keys unless the Officers give them to us, In this event there were no keys because he left his car in the middle of the road unattended and that is why the Huntsville ***************** impound it due to being Illegal parked in the roadway.

  Thank you

  ******

   

  Customer Answer

  Date: 09/28/2025

  I am submitting this response to clarify inaccuracies in Amandas prior statement and to provide a full, factual account of the events surrounding the unlawful release of my vehicle, the subsequent crash, and Roadside Towings refusal to provide legally required documentation.
  
  
  During the week of September 15, 2025 (exact date unknown), my vehicle was released by ******, or under her direct authority, to my father, ****** ******* ********** My fathers name does not appear on the title, which clearly lists ****** ******* ********* II as the sole registered owner. At no point did I authorize my father to retrieve my vehicle. Furthermore, there is an active investigation into long-term childhood physical abuse by my father, of which Roadside Towing had no knowledge, but which makes this release even more dangerous and inappropriate.
  
  
  Under Alabama law, specifically Alabama Code 32-7A-16, a vehicle cannot be released from impound until valid registration and active insurance have been verified. My father provided false information, claiming the vehicle was registered and insured, in order to manipulate the situation and coerce me into silence regarding the ongoing abuse investigation. After regaining possession of the vehicle, I confirmed that there was no valid registration or insurance, making the release a clear violation of state law.
  
  
  When I retrieved my vehicle, it was immediately apparent that it was not in the same condition as when it was impounded. While driving straight, the vehicle pulled violently to the right, which is highly unusual for a properly maintained front-wheel-drive vehicle. There was also a distinct clicking and scraping noise coming from underneath the car at highway speeds. Additionally, several of my personal belongings that I had reported missing remained unaccounted for, suggesting that a proper impound inventory was never completed or has been withheld.
  
  
  On the night of Wednesday, September 25, 2025, while driving cautiously, the extreme veer to the right caused me to lose control and crash head-on into a parked vehicle. Police reports and body camera footage from the responding officers fully confirm my sobriety and the accuracy of my account of what happened. The airbags failed to deploy immediately, resulting in my head striking the steering wheel upon impact. This failure was particularly alarming, as I have always adhered to strict maintenance practices instilled in me during my ****************** The unsafe condition of the vehicle, combined with its unlawful release, directly resulted in my injuries and the total loss of my vehicle.
  
  
  Following the crash, on the evening of Friday, September 26, 2025, I personally visited Roadside Towing & Collision to formally request all documentation related to my vehicle, including, but not limited to, chain-of-custody records, receipts for all charges, and a comprehensive impound inventory. ****** refused to provide any documentation, despite my clear right to this information under Alabama Code 45-37-210.23, which governs towing services operating under government contracts. This statute requires impound facilities to maintain accurate records of every vehicle they process and to make those records available to the rightful owner upon request. Amandas refusal to comply is a direct violation of these requirements and raises significant concerns about what may be intentionally withheld or concealed.
  
  
  My interactions with ****** have been deeply troubling. When she first contacted me by phone, I remained calm, direct, and professional. I explained that my BBB complaint was filed only because I had repeatedly attempted to resolve the matter directly with her, but she had consistently refused to assist me. When I answered her questions in a clear and factual manner in a way she could not manipulate she laughed and stated, Ill be proving all records then. I calmly replied, Maam, thats literally the entire point. Rather than continue the conversation, ****** abruptly hung up on me. This behavior is profoundly unprofessional and demonstrates a dismissive attitude toward both the BBB process and her legal responsibilities.
  
  
  Amandas subsequent written response claiming that Roadside Towing followed all procedures under its **************************** contract is inaccurate and misleading. State law takes precedence over municipal contracts. A contractual relationship with the police department does not grant the authority to ignore statutory requirements regarding ownership verification, registration, insurance, and documentation. By releasing my vehicle to someone who was neither listed on the title nor legally authorized, Roadside Towing acted in direct violation of Alabama Code 32-7A-16 and Alabama Code 45-37-210.23, as well as the standards of conduct for towing services outlined in ******* Code 41-27-61.
  
  
  As a direct result of these violations, I suffered significant personal, financial, and physical harm, including the total loss of my vehicle, physical injuries sustained during the crash, and the loss of personal property that was never properly inventoried or returned.
  
  
  To resolve this matter, I am formally requesting the following actions:
  
  
  Immediate release of all documentation related to my vehicles impound and release, including identification presented and signatures obtained at every stage of custody.
  Formal acknowledgment by Roadside Towing that my vehicle was released to an unauthorized individual in violation of Alabama law.
  Compensation for the fair market value of my vehicle prior to the crash, reimbursement for missing personal property, and damages related to the injuries I sustained due to the crash and airbag failure.
  A written commitment from Roadside Towing to update and enforce internal policies to ensure future compliance with Alabama statutes and to prevent similar violations that could endanger other members of the public.
  
  
  
  
  Amandas conduct throughout this process from laughing during a serious conversation to abruptly hanging up, to refusing to provide documentation demonstrates a lack of transparency and accountability. This matter is no longer a simple towing dispute; it has escalated into a serious issue of public safety and legal liability.
  
  
  If this matter cannot be resolved through the BBB, I am fully prepared to pursue further legal action. I have extensive evidence to support my claims, including police reports, body camera footage, written admissions from my father, witness statements, and photographic documentation of the vehicles unsafe condition and the aftermath of the crash.
  
  
  I urge the BBB to treat this complaint with urgency and to hold Roadside Towing & Collision accountable for their unlawful actions and failure to meet their legal obligations.
  
  

• Initial Complaint

  Date:03/06/2023

  Type:Service or Repair 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.

  Roadside towing towed my car 03/01/23 at 7:45 pm. I picked it up on 03/03/23 at 5:45 pm. I was charged $290.00 because they said it had been there for 3 days. By my calculations it had not even been 2 days yet when I got it.

  Business Response

  Date: 03/14/2023

  3-14-2023  

  We received the complaint and I am sending the response of the fees.  As per our contract with **************************** we charge by calender day. The reporting party stated that her vehicle was impounded on 3/1/2023 so that is day 1, 3/2/2023 would be day 2 and 3/3/2023 would be day 3.  The fees are $50 for towing and 3 days storage of $30 daily and on the 3rd day the state certified fees for the State letters (mandatory by the state) is $150 so that would be the total of $290.00

  Thank You,

  ******

  ************

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair 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.

  MY VEHICLE WAS ***ED, AT EXACTLY 6:41 PM 12/17/22 SATURDAY... I MADE IT TO THE ***** A LITTLE BEFORE 7.. IT WAS CLOSE.. WHILE WAITING THE *** PULLED UP WITH MY VEHICLE I ASKED ABOUT THE WHERE ABOUTS OF THE ***** SO I CAN GET MY VEHICLE... THE *** DRIVER CALLED HER (******) WHO LEFT BEFORE CLOSING ****S.. SHE STATED SHE WOULD BE BACK IN 45 MINS AND I'LL HAVE TO PAY HER 80 DOLLARS CASH.. WHICH IS ILLEGAL BECAUSE SHE CHOSE TO LEAVE WORK BEFORE CLOSING ****S, BEING THAT I NEED MY VEHICLE I AGRRED, SO I LEFT TO GO GET CASH OUT THE **** GET BACK TO THE *****, SHE CLAIM SHE WAITED.. WHICH WAS A LIE... SHE NEVER EXPLAINED THAT I CAN MAKE AN APPOINTMENT TO GET MY CAR SUNDAY.. ON THE DOOR IT SAYS CLOSE.. THERE IS NO MEMO AT ALL TO MAKE AN APPOINTMENT... MONDAY MORNING COMES, I GO TO SEE ABOUT THE VEHICLE, SHE SAYS THE CHATTED WOULD BE ******... ********, I ASKED HER WHY... SHE SAYS IT'S A SIGN UP STATING MORE THAN 2 CALENDAR DAYS THE CHARGES A 150 DOLLARS.. A SIGN THAT CAN'T BE SEEN OUTSIDE A CLOSE ESTABLISHMENT... SO WHO WOULD KNOW... SUNDAY IS NOT A BUSINESS DAY BECAUSE THEY CHOOSE TO BE CLOSE AND MONDAY DOESN'T COUNT AS A FULL CALENDAR UNTIL AFTER THE **** OF CLOSING... THEY CHEATED ME OUT OF MY MONEY AND CAUSE ME TO MISS TWO DAYS OF EMPLOYMENT WHICH CAUSE ME TO BE FIRED.. SALES RECEIPT WAS INCORRECT.... I DO NOT UNDER NO CIRCUMSTANCES OWED THAT MUCH MONEY... AND THE **** THAT SHE WAS TWEETING TO CHARGE ME MORE SATURDAY NIGHT WAS BEYOND ME... I WANT MY MONEY AND TO BE CHARGE CORRECTLY...

  Business Response

  Date: 12/29/2022

  12-29-2022  

  I ****** CLOSED AND LEFT THE OFFICE AT 705PM ON 12/17/2022 JUST PULLED INTO ************* MALL WHEN I WAS CALLED STATING THAT SOMEONE WAS HERE AT THE LOCATION TO PICK UP A VEHICLE AND I TOLD MY DRIVER I WOULD BE BACK WITHIN 45 MINUTES.  I ARRIVED BACK AT THE *** AND WAITED UNTIL 813PM AND THE CUSTOMER NEVER ARRIVED.  SHE TOLD THE DRIVER SHE HAD TO GET HER MOTHER DUE TO HER NOT HAVING A DRIVERS LICENSE.  I SPOKE WITH HER AND TOLD HER I WOULD BE BACK AND SHE SAID SHE WOULD WAIT.  OUR **** ARE $50 TOW AND $30 DAILY STORAGE AS PER OUR CONTRACT WITH HPD.  SHE SHOWED UP MONDAY MORNING AND HER AND HER FAMILY MEMBER WAS CURSING AND MAKING THREATS TO ME AS WELL AS OTHER EMPLOYEES.  **************************** WAS CALLED TO THE *** ABOUT THEIR BEHAVIOR AND WAS EXPLAINED TO PAY THE **** AND GET CAR WITHOUT FUTHUR DISRUPTION.  AS ANY COMPANY STORAGE **** APPLY WHETHER OPEN OR CLOSED.  WE ARE CONTRACTED TO DO IMPOUNDS WITH HPD AND OUR HOURS ARE AS STATED IN THE CONTRACT.  

  THANK YOU

  ******