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:07/06/2025

  Type:Billing 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 July 6, 2025, my 2023 ****** Corolla Hybrid was towed by Brothers Towing from Castlerock Apartments in Riverside around 12:43 AM. I was charged $432 for a short-distance, private-property tow, including a $252 hook fee, a $126 after-hours fee, and $54 storage for the same day. I believe this company engages in predatory and deceptive towing practices, violating both consumer trust and California law.Upon arrival at their tow yard, I was initially told they only accepted Zelle, CashApp, or **** which is not legal under California Vehicle Code 22658(k), which requires cash and at least one additional legal payment method (credit, debit, etc.). I asked to pay with **************** and was told they didnt accept it, even though a sign at the yard clearly showed that they do. I eventually forced the issue and they reluctantly accepted the card but only after trying to refuse it. I wrote Paid under protest on the receipt and took photos of everything.They also refused to provide a copy of their towing rate sheet, instead pointing to a faded, handwritten sign on the wall with inconsistent and altered rates. According to California law, they are required to give a copy upon request, and fees must be clearly posted and match what was charged. Their posted after-hours fee was $135, while I was charged $126, and their tow rate listed as $275 was crossed out in pen.Its clear to me this company prefers untraceable payments (Zelle/CashApp) to avoid disputes and possibly reporting taxable income. I believe their practices are predatory, dishonest, and exploit consumers who are in vulnerable situations, like having their car towed in the middle of the night.I am requesting that BBB investigate this business and hold them accountable for deceptive billing practices, payment refusal, and violation of towing regulations.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 was parked in my Apartment complex with my parking permit visible and my car was towed. It was in Brothers tow yard for 12 hours and I was charged $305 dollars.

  Business Response

  Date: 07/03/2024

  Hello, in response, these are the pictures of your vehicle. Where is the permit?   We know you found it hidden by your visor.  If it is not visible when we verify it is not there it gets towed. We cannot rifle through your vehicle or even open it.  If it is not visible it gets towed.  Sorry you feel this is wrong but these are not our rules. The charges accrue from the time we tow till picked up, by the owner. 

• Initial Complaint

  Date:04/29/2024

  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.

  1) They have employees there are stealing from cars and SELLING lemons off the lot after hours. Brothers towing said in a ****** review that what their employees do after hours is not their problem. They are not protecting their customers and likely not providing proper background checks. This needs to be investigated.2) I was charged an excessive fee. I was charged $300. "For non-consensual, or private property tows, the ***************** Utilities Code ******* stipulates that towing companies cannot charge more than the maximum specified rates. As of the last update in 2022, these rates are $160 for the first 10 miles and $4 for each additional mile."The tow yard was 12 miles away. I would not argue with the guy because he's very large and already hostile toward me on the phone. I promise that I was not hostile or rude to him first. I inquired calmly about why the apartment complex was not notified and the response I received was unnecessary. "Was your phone number in the car? I guess I couldnt contact you then". Was the response. 3) The customer service is so bad that it makes you believe your car was actually stolen vs towed. My leasing office was not notified and my car was taken during business hours. I would like a refund or a difference in funds between what I was charged and what I shoulda been charged.

  Business Response

  Date: 05/09/2024

  When have we ever been known to sell lemons from our lot? If we have anything that is junk the Riverside *************** gets it to chop up for training.  We sell nothing after hours. Correct, we do not monitor our employees after hours.  They are not on the clock and their free time is theirs.  We tow for the California Highway Patrol and  the Riverside *************************** Both agencys do background and live scan printing, through the ****
  Your fees are structured by the Riverside ***************** and we do not charge anything different then their rates.  I am not sure where you got your rates at but attached is our approved rate schedule. Hostile, this is why we wear body cameras. Everything is recorded. Your vehicle was towed Sunday at 5pm. The office was already closed at this time. We had no way to know who you were or if you lived on the property. Yes, if you leave no way to contact you I do not see how we were supposed to find you. 3) I am sorry that you felt that you were mistreated. Our supervisor was here and talked to you and even gave you a military discount, of $55. All of our interactions are monitored on body cam and buildings surveillance cameras
  
  If my car is towed, how will I be notified?
  The tow company is required to deliver a written notice of the tow to the registered owner of the car. This notice must include (1) why the car was towed, (2) the cars mileage before it was towed, and (3) when the car was towed and where it was towed to.However, if the tow company cannot find the registered owners name and address in DMV records, then the company must report the vehicle to the ********** of ******* as a potentially stolen vehicle. CVC 22658(b), 22853(c).

  Customer Answer

  Date: 05/10/2024

   I am rejecting this response because:
   
  This is now a legal matter. No follow up needed. Thank you.
  
  

• Initial Complaint

  Date:10/27/2023

  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.

  On Monday October 9, 2023 at 12:30, I parked in what I thought was a visitor parking area, at ****************************************** apartments at ********************** Riverside, **., to deliver something to my son. It is an area of about ***** unmarked spaces. There are no signs at all in this entire area (pictures attached) which would lead one to believe that a permit is not required to park here. When I got to my son's apartment, I was feeling unwell. I parked, went inside, met with my son, sat for some time, and came out about a half hour later. My car was not in the lot. I was confused and asked one of the maintenance workers who told me that it had been towed. There were no signs with the information of the towing company so I had to ask around to find out. Sure enough, they had my car and told me that I would have to pay $520 to get my car released. When I questioned about the legitimacy of this transaction, I was told that if I wanted the car, I would have to pay it, otherwise to basically stop wasting their time. As I was on a time crunch, to pick up my daughter from school, I asked if they could at least decrease the outrageous amount that they were quoting. Again, the response was, if you want the car, that's the price. The attitude of the woman who helped me was extremely unprofessional and downright rude. When I told her to be a bit kinder because I was not well, she told me that she had heard everything before and nothing I could say was going to make any difference. When I got to the lot to pick up my car, despite being told that I could not be in the sun due to my health issues (I'm going through chemotherapy for breast cancer), she left me outside in 85*+ heat while she did 'god knows what' inside the fenced area. She continued to be rude and disrespectful throughout. As the pictures show, there are no signs in the area or within 50 feet of the area restricting parking so my car should not have been towed. This is clearly entrapment. Thank you.

  Business Response

  Date: 11/08/2023

  This customer was a colorful person. She not only came in with a huge attitude and threatened our lives. I released her car, and I am a man, she felt I was a woman, for some reason.
  You hear you get back what you put out. This woman had such a mouth on her and swore that our GOD hated us and we would suffer for it.
  We tow for a lot of agencies and having employees that are rude are not the right way to keep customers.
  She felt that she did not need to read any rules, from the property,because the lease was 500+ pages.
  ********** law (*****a) requires that signs need to be posted at entrances of property, and they are. They are not required at every space.Every VISITOR space is clearly marked on the ground, in paint.
  As you can see that there are signs posed throughout the property. Having the vehicle code, police department and our number.
  This whole interaction was caught on multiple body cameras.  

  Customer Answer

  Date: 11/30/2023

   I am rejecting this response because:
  
  Hello ******, 
  Thank you for allowing me to share my side of the story with you. I've asked my son to show where the second lot is where there are no signs on the ground or the walls. This second lot is at least **** feet away from the main entrance to the property. I will share that video with you also. There is also an entrance/exit where the second lot is and there are absolutely no signs there. 
  As far as the owner claiming that there was no female employee present. That is an absolute, blatant lie. The person I dealt with the whole time, on the phone, and at the tow yard, was definitely a woman. The man, who I'm assuming is the owner of Brothers Towing, was only there in the trailer office, from where they conduct their business, and took my payment. As I mentioned before, the woman was not only rude, but she did not allow me to come inside and made me wait in the hot sun. I repeatedly told her that I have cancer and I'm going through Chemotherapy right now and could not be in the sun. She told me that she did not believe me and I would need to wait like everyone else. She was indifferent to my words and told me that people tell her many things, that someone told her that their parents had died, but she was running a business. I wish I had recorded this phone conversation. 
  When I went into the property office to complain about Brothers Towing, one of the girls who worked there had had similar interaction with this WOMAN. My son did take a picture of the woman that I was dealing with because he was afraid for me. They wouldn't allow him to go inside the fenced area and trailer with me and he was scared. I will forward to you. 
  I also had to walk to the front of the property to find the sign that the owner is talking about. There are absolutely no signs for at least **** feet. I asked one of the maintenance workers where I could find the information and he was able to point me in the right direction. So, as the owner would have you believe, the signs are not at all easily visible. I'm certain that this is all by design. They lure people in to that parking lot from the other entrance and the tow trucks are constantly there, just waiting and watching. 
  The Video above shows the parking lot with a dedicated entrance that the owner conveniently left out. 
  
  
  From the Owner...
  --This customer was a colorful person. She not only came in with a huge attitude and threatened our lives. I released her car, and I am a man, she felt I was a woman, for some reason.
  You hear you get back what you put out. This woman had such a mouth on her and swore that our GOD hated us and we would suffer for it.
  We tow for a lot of agencies and having employees that are rude are not the right way to keep customers.
  She felt that she did not need to read any rules, from the property, because the lease was 500+ pages.
  ********** law (*****a) requires that signs need to be posted at entrances of property, and they are. They are not required at every space. Every VISITOR space is clearly marked on the ground, in paint.
  As you can see that there are signs posed throughout the property. Having the vehicle code, police department and our number.
  This whole interaction was caught on multiple body cameras.  ---
  
  
  Warm Regards,
  
   
  
  ***********************| Aahs Enterprises