ComplaintsforAll City Towing

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the early morning hours of April 7, 2024, my 2022 ****** Camry was towed by All City Towing from ********************* in *****, **. Upon discovering that my vehicle was towed to the ************************************ lot, I attempted to recover my vehicle from All City Towing. After arriving at the All City Towing yard at 10:51 AM on April 7, 2024, I placed a call to All City Towing's dispatch to arrange for my vehicle to be released after hours. At 11:20AM, I called the ***** Police Department's non-emergency line to seek clarification on ***** code. After the officer on the phone spoke with a supervisor, they concluded that All City Towing was violating the law by refusing to release my vehicle because my first name did not match the vehicle registration's first name. The officer informed me that she will call All City Towing and inform them that they were illegally holding my vehicle in their lot.At approximately 12:40PM, 2 officers arrived on scene to assist at All City Towing's ***** yard. Since there was no employee of All City Towing present at the yard when the officers arrived, there wasn't much to enforce. After talking with the officers, they informed me that they weren't entirely sure of the code and said that I would have to follow All City Towing's policy, a direct reversal from what the supervisor on the non-emergency line said to me over the phone. I respected that the officers told me to pursue the complaint civilly and advised me to pay All City Towing the yard fee.At Approximately 1:45PM, an employee from All City Towing arrived at the yard to release my vehicle. During my time waiting out in the sun in front of All City Towing, an employee went in and out of the yard twice, but refused to help me release my vehicle. When an employee that could assist me finally arrived at the yard, I paid the $140 drop fee and had my vehicle released from All City Towing.

  

  Business response

  04/11/2024

  Response will be sent today via US Mail.  

  Customer response

  04/11/2024

  Company refused to provide any refund or support at all. I really hope the ******* Attorney General puts an end to these antics.

  

  Business response

  04/11/2024

  We are unsure why we are being asked to again respond to a complaint that was received on 4/8.  Our response was sent today, via US Mail. 

  In the response sent today, we clearly indicate a refund of $140.00 would be processed.  Our accounting office processed the refund this morning.  If it has not yet appeared in the customer's account, it will shortly. 

  The original complaint was received on Monday, 4/8.  The BBB requested a response within 7 calendar days.  Our response was sent 3 days later (4/11), indicating a refund will be processed.  The BBB's deadline for response was met 4 days early.  What more is needed from us?    
  

  Customer response

  04/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Monday March 25 my significant other and i went to go pick up his car from all city towing. We live in *******/ Mesa and the car was in *******, they advertise they are 24/7 so we went at 1:30 am to get the car so we park and call and they tell us 1 hour- 1.5 hours for a driver to get the car. We ask for the amount itll be and they say i believe it was $160 or $165 to get the car so the driver finally shows up 1 hour later and takes my card and id and hold onto it for about an hour while we were dealing with them. They would not let us see the car before we paid so we pay and they drag the car out of the tow yard. The car was in park with 2 popped tires and another tire was bent so they dragged the car all through the tow yard and onto the road which destroyed the hubcaps. But when they charged me they said it was $248.84 and when i said that was not the price i was given he called dispatch they said oh they forgot to tell you there was an after hours fee. And then we asked if they could tow it home and they said yes and told us to take a picture of the number on the side of the truck they said we had 4 hours to remove the car from the property before it would be impounded again. So we called to set up a tow home and the operator said oh we cant do that the managers can talk to you when they come in in 8 hours because thats a relocation and i said why did he tell us you guys could take the car home if we have 4 hours and they wont be able to help for 8 hours and the operator said oh well the driver is new so he didnt know. Also this morning i started getting fraudulent charges on my credit card and the last person who had it was the driver of the tow truck he had it in his car for about an hour i always use apple pay with that card so it encrypts my card number. when my significant other called the company today to ask to speak to one of the managers, they told us that we had to drive all the way to ******* to talk to one of the managers.

  

  Business response

  03/29/2024

  Response sent via US Mail on 3/29/24. 

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Towed my car without warning from the curtilage of my home while I was inside preparing my daughters for departure, right out from under my feet, on a Saturday morning, and did it timelessly perfect so that they would be closed soon after, incurring more charges for after hour service. Also would not release the vehicle to me without payment, which is illegal, and only cooperated when ******* showed up, and punished me by making me wait 3 additional hours until a manager could come by and "authorize" the release of my property.

  

  Business response

  03/05/2024

  Response sent via US Mail.  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This happened December 4. As the towing company removed my car with a forklift in which i expressed i had concerns about i have video evidence of them damaging the rim, wheel. Rear axil and bed of my truck. During the incident they expressed that the truck was already like this prior. It was complete lie i also have pictures of how the truck was prior.

  

  Business response

  02/13/2024

  It seems the complaint was filed on December 14, 2023. While we promptly received BBB customer reviews, this specific complaint, along with another, was not communicated via email. This issue arose last year as well, prompting us to contact BBB for resolution. We have once again reached out to BBB. Additionally, we've engaged our IT Department to explore any potential internal issues. Notably, we had no prior knowledge of this complaint. The vehicle in question was towed by our company on 11/29/23, directed by the ************************* after an accident. It's crucial to note that until 12/2/2023, the complainant wasn't the vehicle's owner; they acquired it from the previous owner after the accident and our towing, precisely three days later. Following removal from the accident scene, the vehicle was transported to our secure storage facility. On 11/30, the complainant requested access to retrieve medication. We advised them that proof of ownership was required but offered to provide the medication if it matched their identification. Despite our efforts, no prescription bottles were found where indicated.
  On 12/4/23, the complainant returned with a temporary tag and bill of sale, and we released the vehicle after payment. However, the complainant expressed dissatisfaction with the vehicle's condition, alleging damage for which we were not responsible. Their subsequent claim was thoroughly investigated and denied on 12/13/23. Both ******* PD documents and our driver's report confirm the damage cited by the complainant was pre-existing. Despite evidence to the contrary, the complainant persists in making defamatory remarks on social media. We prefer not to engage further but are willing to address this matter in court, should the complainant choose to pursue it. We believe this explanation, along with the attached documents, sufficiently addresses the BBB's concerns. Thank you for allowing us to provide clarification on this unsubstantiated complaint.

  Customer response

  02/13/2024

  this is picture evidence of the truck right before they ruined it. The axil was bent along with the bed of the *********** needed to buy a new wheel. The video i recorded clearly shows the forklift doing damage to my wheel. I need to see some type of evidence where it shows this truck had damage to the wheel, axil and major damage on the bed before i listen to anything this business is saying. Was my tire flat in the pictures they have prior? Im sure it wasnt i want rectification immediately and if i dont i will continue to expose the truth on social media about this corrupt business.

  

  Business response

  02/19/2024

  Please see our response of 2/13.  Our position remains the same. 

  The Complainant has options through the courts, should he feel compelled to exercise them.  We prefer this venue as the facts matter and reason prevails. 
  

  Thank you. 
  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They towed my vehicle on July 29th 2023 and dragged the front right tire on the ground destroying my tire and damaging my rims. The car required a new tire as well as rims a sensor and an alignment. there was also some body damage. They would not tow it back to me even though they made it underivable. I had to get another tow company to tow it from their yard to the ********** shop to have it repaired. I also had to use ride share service to get around without my vehicle.

  

  Business response

  11/01/2023

  This was our first notice of this complaint; however, the complaint was apparently made back on September 8, 2023.  We did undergo an e-mail server upgrade in the last 4-5 months, which could have adversely affected our ability to receive the original e-mail from the BBB.  We apologize for this issue and assure you we are taking steps to prevent future occurrences.
  
   
  
  The vehicle in question was towed on July 29, 2023, from private property (***************) located at **************************************************************  The tow was conducted at the direction of the security company who is responsible for this property.  The vehicle was parked in a tenant parking spot without authorization or permit.  During the tow, a piece of our equipment failed, which caused damage to one (1) tire and potentially one rim of the Complainants vehicle.  The rim was cosmetically damaged and if it were to be repaired, it would not be at a significant cost.  
  
   
  
  Upon the release of the vehicle, we advised the person who claimed it about the unfortunate occurrence relating to the tire and rim.  We advised we could provide them a claim form for completion, but he refused same.  Soon after the release, we started getting harassing and threatening phone calls from someone that was calling from a number with a ********** exchange on behalf of the Complainant.  This individual called four (4) times on July 30th threatening litigation and advising he was calling his lawyer.  He also called on July 31st and threatened litigation once again and further advising he is recording all phone calls.  A short while later, we received a call from a ********** exchange indicating he wasnt going through the claims process we have in place and would just take us to court. 
  
   
  
  On September 1, 2023, a male (we believe the same person involved with the harassing phone calls) appeared at the front door of our corporate location and delivered a demand letter (ATTACHMENT #1) dated August 24, 2023, requesting $3,467.24 be paid to the Complainant by September 9, 2023.  The letter was not accompanied by anything supporting the amount being requested.  We know a new tire and a wheel repair for an 8-year-old *** doesnt cost nearly $3,500.00.  We responded (ATTACHMENT #2) to the letter, in writing, on September 9th explaining our claims process again and advised no payments would be issued unless the claim was appropriately documented with an estimate or some other supports.  Nothing has been received to date and a check of the court system website reveals no lawsuit has been filed despite being threatened at least 5-6 times throughout this process. 
  
   
  
  Our desire is to resolve the claim in an amount which places the registered owners vehicle in pre-loss condition no worse and no better.  We are unable to do that without claim supports.  If the registered owner wishes to provide same, we can certainly review what is provided and proceed according; however, we are in no position to move forward without her cooperation.
  
   
  
  Thank you for allowing us the opportunity to appropriately respond to this complaint.  If more information is needed to support our position, please advise.    

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 22nd 2023 my motorhome was impounded I was not the one operating it. All City towing is a towing company that impounded it I had called on the following Saturday and asked what it was going to cost for me to get it out they told me ********************************************************************************************************************************************************** 30 minutes I asked them how much it would cost for me to get it out on Monday they never gave me a direct answer they said it was $48 a day Monday came I didn't have the funds to get it out because I'm on disability due to my health. But my issue is they never explained that I still could get it out that day but I'd have to pay a fee for them to open the gate cuz it's after hours. If they would have told me that I would have gotten it out but now I can't afford to not only that but it shows on every side I've checked online for a 30-day impound the most it could be is $750 and the most they can charge is a $25 a day in pound fee storage fee. So I would like to know why is it over $2,000 for me to be able to get my motorhome back. If who I spoke to would have told me I could have got it out with an extra fee today I called I would have gotten it out but they never said nothing like that they never told me the amount it would be on Monday they just said 48 hours a day for storage fees and now I'm about to lose my motorhome with everything I own in it. I'm just trying to see if there's any way they can work with me on payments to get my motorhome back or simply let me pay the $301 and the extra fee for the after hours gate fee like they should have the day I called. I don't feel as if it's fair they never mentioned that to me. If you could please help me resolve this so I can have my motorhome back. Thank you *********************

  

  Business response

  11/01/2023

  This was our first notice of this complaint; however, the complaint was apparently made back on August 12, 2023.  We did undergo an e-mail server upgrade in the last 4-5 months, which could have adversely affected our ability to receive the original e-mail from the BBB.  We apologize for this issue and assure you we are taking steps to prevent future occurrences.
  
   
  
  The vehicle in question was towed on June 22, 2023, at the direction of the *********** Department.  We are a contract tower for this agency.  The vehicle was towed following the arrest of the driver for suspicion of DUI.  No holds were placed on the vehicle, meaning the vehicle could be released at any time with proper proof of ownership and payment, per the statute. 
  
   
  
  The Complainant called us two (2) days later on June 24, 2023, and asked about fees and instructions for the release we provide same.  He then called back fourteen (14) minutes later and asked what the fees would be on Monday.  On July 3, 2023, we were required to file for abandonment to comply with the statutes in *******.  On July 7, 2023, the Complainants daughter called us asking what she needed to come claim the vehicle.  She was advised specifically what would be needed.  On July 10, 2023, the Complainant called and asked about the release further advising that he lives in Iowa.  We advised him again what he would need to do in order to allow someone else to claim the vehicle.  On August 24, 2023, we were provided title to the vehicle by ADOT, per the abandon vehicle statute. 
  
   
  
  The Complainant and/or a family member of the Complainant called us four (4) times after the vehicle was towed.  They clearly knew the vehicle was towed, where the vehicle was and what needed to be done in order to get the vehicle released.  Despite all this information, they failed to act nobody ever provided proof of ownership, a notarized letter authorizing someone other than the registered owner to claim the vehicle or payment.  We towed the vehicle and then stored it for a period of sixty-four (64) days until ADOT provided us with an authorization for transfer of title.  The Complainants failure to act in this case is his issue alone.  We arent sure what more we could have done in this situation.
  
   
  
  We provided a service, charged the appropriate rates (per the *********** Department Towing Services contract) and the registered owner left us with a near worthless motorhome and an unpaid bill in the amount of $3,534.78.  Any inference that we did something inappropriate, failed to provide the correct information or charged a rate, which was not authorized by the **** contract, is not factual.  We do not have an option to ignore the rate schedule for the contract or the statutes governing abandoned vehicles in *******.  We complied with each. 
  
   
  
  Thank you for allowing us the opportunity to appropriately respond to this complaint with factual context.  If more information is needed to support our position, please advise.    
  
   

• Initial Complaint

  12/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This complaint is regarding a towing incident on 12/07/2022 with All City Towing, invoice# ********* The car was towed at 16:09 on 12/07. The car was released at 11:30am on 12/08. Charges included flat tow $105 and Storage for 2 days at $24 ($12 each calendar day).Per ******* Municipal Codes Section 36-144(c), (https://*******.municipal.codes/CC/36-144)"The charge to store the vehicle shall not exceed twelve dollars per day. For purposes of this paragraph the charge may be assessed for each calendar day or portion of a calendar day that the vehicle is stored, excluding the day of release if the day of release is subsequent to the first day of storage."Therefore, they should charge me $12 for the calendar day 12/07/2022, but cannot charge me any more for storage because 12/08/2022 is the day of release. Note "charge may be assessed...excluding the day of release" Thus, they charged me more fees than allowable by municipal code.I brought this to their attention, and they told me "you aren't able to understand this" and referred me to their company phone number. The representative then sent me back to the local shop that told me to call them. All parties spoken to refused to remove the extra $12.Per ******* Municipal Codes Section 36-144(G): "It shall be unlawful to demand or charge any fee in excess of that permitted by subsection C. In addition, any person demanding or charging a fee in excess of the fee permitted by subsection C shall forfeit its claim to any fee in connection with the towing or storage of the vehicle."Because All City Towing charged a fee in excess of what is permitted by subsection C, they legally must forfeit claim to any fee in connection with towing/storage.Therefore, I am asking for a full refund of the $129.00 paid.

  

  Business response

  12/13/2022

  Thank you for your e-mail of December 8, 2022.

   

  We are in the process of issuing a refund to the customer in the same manner in which payment was made. 

   

  Thank you for bringing this matter to our attention and allowing us to appropriately respond.  

  Customer response

  12/13/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Thank you All City Towing for fairly reviewing the case and responding quickly. 

  
  Regards,
  
  Customer
  
   

  
  

• Initial Complaint

  08/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Lady on the phone said I could pick my car up at 6am. Showed up at 6am and and said I have to wait 1hr to 1hr 30min to receive my car. Then makes an excuses for the negligent employee and says its Sunday. If you were in fact closed on Sunday, the person on the phone shouldve said that and I couldve gotten my car on Monday, but no, none of that was mentioned. Then spoke to a driver outside and asked for help and he refused to help assist me. After waiting 20min and received no update, went to call again and they had not been able to get ahold of any drivers. I always heard stories Tow Companies were bad. Seeing it for my own eyes, the absolute worst company Ive ever dealt with. Uneducated employees. Unhelpful employees. And complete lack of employees as well. The owner of this corporation should be held accountable for allowing his business to be such a mess. I was told by a company representative to be here at 6 and now my time is being wasted. I called after another 15min to get confirmation and still nothing. The fact I was lied to over the phone is unacceptable and now having to sit in the dirty parking lot waiting for a technician when an employee knew I would be on site is frustrating. I know no company is perfect, but how is it you can set the bar so low on all aspects of business? I hope you take this complaint seriously and do better. Saw the same Truck Driver drive back without a vehicle. I have now been here an hour. Person on phone said someone is on their way. After 1.5hr waiting, a tech arrived. Found out they only take ***** and Mastercard. **************** and Discover are big institutions so it doesnt make sense a company of this scale would not accept those cards. I finally got my car. Mostly frustrated an employee would lie over the phone. I would like a full refund for the misinformation the employee gave me and having to spend an extra 1.5hr of my day waiting for my vehicle. Tech did not hand me a paper receipt as well. Please send one.

  

  Business response

  09/07/2022

  This will confirm receipt and review of your e-mail received yesterday, September 6th in connection with the above captioned matter. 
  

  The vehicle was towed at 1:47A on Sunday, August 28th.  The same day, we received a call from the Complainant at approximately 4:35A inquiring as to the release of his vehicle.   Our storage yards are open from 8AM - 6:30P Monday through Friday and Saturday from 8A Noon.  The yards are closed on Sundays.  We do offer after-hours releases, for those who wish to claim their car outside of our normal business hours.  In these cases, a driver is pulled from the towing rotation that handles priority police calls and heads to a yard to handle the release.  In this specific case, it did take the driver ************************************************************* North *******.    
  

  During the initial call, the customer was told he could come and get the car tomorrow (Monday) or after 6AM today (Sunday).  Unfortunately, he was not provided any more information about the process or how long it would take and was left with the assumption someone would be there at 6AM to help him.  We do not take appointments after-hours.  The customer must be at the yard and then we enter a call.  This change in policy was made years ago as we experienced far too many gone on arrivals were occurring.

  In this case, we fell short of our customer service expectations.  As a result, we would be willing to offer the Complainant a refund representing of the fees paid, or $58.50 for the inconvenience he experienced.  Please advise if this is acceptable and we will remit a credit to the card used for the original payment.

  Thank you for allowing us to appropriately respond to this complaint

  Customer response

  09/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed out of a handicap parking space, I was told that the reason it was towed because it was retail handicap parking space.. I had a handicap placard on the fronrt review mirror. When I call they could not tell me who or why the towed my car. I was towed illegally and would like my $125 refunded. I have pictures of where my car was parked as well as on their lot with the placard in it.

  

  Business response

  08/18/2022

  This will confirm receipt and review of the complaint received via e-mail today at 3:15AM.

  The Complainant is correct when she indicates she was parked with a visible handicap placard hanging from the rear view mirror at the time the vehicle was towed; however, the details the complaint omitted are the ******************* here. 
  

  The vehicle was parked on private property, not public property.  The parking rules and regulations are developed by the owner of the property and/or the property management company that is responsible for the day to day management of the property.  This particular parking lot services retail businesses only.  None of the retail businesses open until 11AM and this vehicle was parked on private property well before 11AM.  The day we towed the vehicle, we received a call from an authorized caller asking we come and tow the vehicle from the property.  We towed the vehicle at the direction of an authorized member of management and in strict accordance with the terms and conditions of the parking services agreement we hold for this location. 
  

  Again, we do not dispute the handicap placard was visible at the time of the tow; however, a handicap placard does not authorize a person to park on private property wherever and whenever they want.  If this were the case, the handicap placard would allow someone to park in anyone's residential driveway as well - mine, yours or anyone else.  If the Complainant has a dispute as to whether or not she should be allowed to park at this private property location simply because a handicap placard was displayed, we respectfully disagree and suggest she reference the applicable private property statutes in *******. 
  

  Thank you for allowing ** to respond appropriately to this complaint.  
  

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 2, I paid $133 to get my vehicle out on the tow yard from All City Towing. I never received my key fob the day I got my car. They told me they didn't receive them but to call ************* I called the police station and finally got back to me telling me that they don't have my keys but the tow company does and they would need to pay for it.

  

  Business response

  04/22/2022

  The towed the Complainant's vehicle at the direction of the ***** ***************** on 3/31 at 8:56P.  The Complainant was arrested and therefore was unable to drive it from the scene.  Upon arrival, our driver received a tow sheet and keys from TPD.  Our driver specifically remembers this tow as there was vomit all over the interior of the vehicle when he arrived.  After the vehicle was towed, he placed the keys on the driver's side floorboard.  The vehicle was claimed from our storage facility on 4/2 at 9:54A by the Complainant and his friend.  On 4/21, the Complainant called and indicated his keys were missing from the car.  We also received a call from Tempe PD indicating the Complainant had called them about the keys.  The keys were never removed from the car by our company.  The vehicle was in our possession for less than 2 days and was in the possession of the Complainant for 19 days prior to him claiming we lost his keys.  We are not responsible for their disappearance nor are we responsible for the replacement cost.  Thank you for allowing us an opportunity to appropriately respond to this complaint.   

*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. ↩