Complaints

This profile includes complaints for New Generation Towing & Recovery, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  New Generation Towing & Recovery, LLC

  10850 Cosmonaut Blvd Orlando, FL 32824-7627

• 

  New Generation Towing & Recovery, LLC

  PO Box 421519 Kissimmee, FL 34742-1519

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:07/07/2025

  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.

  On 06/29/2025, our rental van was towed from our VRBO rental in *********, ******* in a gated neighborhood. While signage was posted indicating that street parking was not allowed, no signage within 20 feet of the residence indicated that blocking the sidewalk (while parked in the driveway) was prohibited. The only signage near the property indicated street parking was not allowed and did not comply with Florida statute 715.07(2)(a)(1). No information was included indicating who had completed the tow. When we went to retrieve our vehicle, the employee stated that the tow cost was $175. Upon receiving the receipt via email, we learned that the tow fee was in fact on $125, and the receipt stated that we had a $50 "credit." Others from the same neighborhood towed for the same reason were only charged $125. It appears that it may be a scheme in hopes that the receipt (which went to my email spam) will not be examined, and they can keep the difference. It took us going all the way to the entrance of the neighborhood (approximately 3/4 of a mile) to find a sign that provided the information for the towing company. Additionally, we observed many other vehicles being towed away during our stay. However, more expensive vehicles like a Jeep Wagoneer and a Land Rover were parked in a similar manner and were not towed. This selective enforcement is predatory against lower-income drivers and visitors to the neighborhood. When we reached out to the business to request the $50 be returned to us, they stated that this was an additional fee for after hours service. This was not told to us at the time where we could have decided to come back on Monday morning instead of Sunday. Also, their ******** page (which is the only business page we could find for them) states that they are open 24 hours each day with no statements about which hours are after hours. They responded to our inquiry about the additional $50 charge on a Sunday, so it seems they do operate business that day.

  Business Response

  Date: 08/21/2025

  This vehicle was released on 6/29/2025 which landed on a sunday. nights and weekends we do charge a $50 gate fee. Our system did not put  the gate fee on the receipt for unknown reasons. attached is a corrected receipt for this tow. 

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair 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.

  My car was towed and they damaged my car while in their possession. Ive made several attempts to contact them but they are avoiding me. Ive tried to email them but my email is blocked so I cant even leave a message.I went on the BBB to find out who the CEO. They are listed as: New Generation Towing and Recovery ****** *******/******* ******* ***************************************** Shop Address New Generation Towing and Recovery *************************************************************************************** The business card that I have doesnt have a name or address or a working email address. When you call the number on the card they direct you to email the address on the card. When I went to pick my car up I noticed that my cars bumper/fender was separated from the car. I bought it to gentlemans attention. He tried to push the piece back in place but it wouldnt stay, it kept popping back out. I asked for a contact number and thats when he gave me the business card and told me I could speak to someone from the contract on this card. I believe that the person that I was speaking to is the owner. He is the person that took my bank card and the rest of the employees summoned this guy to finalize the transaction. I took pictures before I left the lot. Thank you for assistance with this problem sorry I dont know how to download

• Initial Complaint

  Date:01/09/2025

  Type:Product 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 12/30/24, personal/privately owned vehicle was wrongfully towed and detained from a public parking lot in ***********, **. Towing company required an excessive recovery fee of $175.00 and upon investigation of company, it appears they have a history of questionable business practices and poor reviews track record when reviewing their profile on ******, Yelp, BBB, ***********, and *********************. Seeking assistance with regards to refund of $175

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair 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.

  Predatory towing company for *******. Im a contractor for a telecom company and I have a job for the ****** inside the *******. I carry a 40 pound tool bag and my laptop case, so I parked towards the front of the store in one of the customer pick up reserved spots. Nowhere can I see a tow away zone warning for these parking spots. I finish my work 5.5 hrs later and my car is gone. I spoke with management and they tell me the tow companies information and that theres a sign, but the sign is at the front of the building near the sidewalk implying dont park here. They put little stickers on the ******* parking signs in small letters saying tow away that most people cant even see. This is super disingenuous business practice between *******, the city of ********* and the ************ This is predatory business that is illegal in a lot of cities.

• Initial Complaint

  Date:11/19/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Ny vehicle was towed illegally almost causing bodily harm to my employee i have everything on video footage from my dash cam i was repercussions against this company as i feel like i got robbed of $125 this is completely unacceptable

  Business Response

  Date: 11/20/2024

  Unfortunately we would need more information in order to conduct an investigation on this matter. There is an influx of NY registered cars within the central ******* area. If you could provide more details including the date and time of the tow along with the make, model, vin or tag number associated with the vehicle we could further investigate you claim.

   

  Kind regards,

  New Gen

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22580255
  
  I am rejecting this response because: i was illegally towed my employee was on the van as 
  We were picking up at *************************************************************** as my employee felt the van being lifted he went to the front of the van and the tow truck driver took off almost dragging him knowing its illegal to tow if theres some in the vehicle as u can see driver did not even check he just hooked and started driving on top of that he would not drop till we paid him $125.00 he pretty much robbed me and was careless this is unacceptable i want my money back i have video footage from my dashcam to prove what i am saying.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/20/2024

  Once again, To investigate your claim we NEED the vehicle information INCLUDING the make, model, tag or vin number. at this time we cannot confirm anything for the lack of information provided.

  Thank you

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22580255
  
  I am rejecting this response because:
  U can clear see my employee there u can see he came out of the van he was not running u can see he hooked it at 8:03:14 he came out the van u see him at 8:03:14 looking to see what the tow truck was doing with that being said i should receive 100% refund. Also attaching invoice here with the vehicle information 2016 **** transit white plate # FL-RSKC56
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/07/2024

  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.

  This company towed our rental car from *****. When we tried to retrieve it, they refused to tell us what form we needed from ***** to pick up the car. We informed them that this was our only mode of transport for our young daughter, days before a hurricane was approaching, but still the owner withheld the relevant information to get our rental car back. The goal was obviously to make sure that a hertz representative had to come and retrieve the vehicle, which takes longer than us coming to get it, but the owner literally withheld relevant information so he could charge us more money. We need a refund of the extra charges, and frankly this vulture of a business should be shuttered.

  Business Response

  Date: 11/21/2024

  There are unfortunately certain FL statutes in place that legally restrict towing companies from releasing vehicles solely with a rental agreement. Rental vehicles must be release to a designated agent of the company or vehicle. Being that the rental company has sole interest of the vehicle the matter must be handled directly with the rental company. We hope this explanation helps you gain a clearer understanding of your experience. 

• Initial Complaint

  Date:09/07/2024

  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.

  My son used my car and parked over the line on two spots, both spots are my designated spots where I live, where I pay rent. I was raining that day, and they towed my car stating I was double parked, I was charged ****** because they towed it, I asked if they had pictures they said no, I asked why it was so much, nor is there a price list on the website. I had to pay the ****** because I need my car, they take advantage of people.

  Business Response

  Date: 09/23/2024

  The customer states they were parked over a white separating two parking spaces, this act does fall into the violation of double parked. Signage showing fees are posted on sight visible to the public. The total customer was charged is accurate for the date and time the vehicle was released. $125 original tow fee + $75 after hours release fee with a total $175 due at the time of release, both are posted in the before mentioned signage. We do have photographic evidence from the time of tow however we do not share these photos from work devices as the program may also expose others personal information. The customer is more than welcome to reach out to us for a more in depth explanation if they may choose.

• Initial Complaint

  Date:08/27/2024

  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.

  I have been a resident at The ***** for over 10 years and have always had a parking permit visible in back windshield. I woke up to go to work the morning of Aug. 27, 2024, only to find out that my car had been illegally towed.I had to wait until 8am to then take my wifes car to go then pick up my own car.I was an 2 hours and 40 minutes late to work, and New Generation Towing company did not offer any compensation for my lost wages or tolls that it took to get there, even though they were at fault.They also damaged under the front end of my car during towing.The dispatcher that was there was extremely rude and made me wait longer for my car after I voiced my absolute displeasure of having to deal with all that had happened.All I got was a less than sincere apology that amounted to Our bad.This is absolute worst towing company Ive ever had to deal with. They should be out of business.

  Business Response

  Date: 10/17/2024

  In order for us at New Generation to properly respond to this complaint we would need more specific information about the vehicle. We do allow owners to inspect there vehicles and voice any damage claims to our email.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22206352
  
  I am rejecting this response because:

  they have not reached out to me to fix the damage they inflicted onto my car when they illegally towed my vehicle.
  
  Sincerely,
  
  **** **********

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22206352
  
  The vehicle is a 2017 Chevrolet Volt with damage occurring under the front end undercarriage as well as the front rubber flap and it's connections.

  If you'd like to email me to see if we can get these repairs resolved, my email is *******************************. 

  
  Sincerely,
  
  **** **********

  Business Response

  Date: 11/21/2024

  Hello, please reach out to us by phone and we will be happy to direct your call to our claims department for further investigation.

• Initial Complaint

  Date:07/06/2024

  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.

  On 7-5-2024 around 2:45 pm my car got wrongfully towed by this company from the apartment complex that I live in. I had initially thought the car was stolen. The reasoning they gave for towing it was improper tag placement but all of the tags on my car are exactly where they are supposed to be. Once I figured out my car had been towed I had a friend drive me 25 minuets to the lot where we were greeted by a rude employee. He would not release my car unless I paid him $135 in CASH. At that point I called the police because this felt sketchy.. As we were waiting this employee got ready to leave saying the next employee should be there in about 5 minutes. My friend and I started to dive off to get cash, realizing thats the only way Id be able to get my car back, but we saw the cop on its way to the business so we turned back around. The employee, in his personal car rolled up to the cops window before the cop was able to speak to me and I have no idea what he told the cop. He waited there for a bit as the cop spoke to me, he kept interrupting the cop and even told the cop that the next employee would be there in a couple minutes to help me get my car back. We wrapped things up with the cop, he gave me a business card with case information, and left. My friend and I drove to a bank to get cash and got back to the business, still no sign of any employee. It had been probable 15 minuets since the employee lied to the cop about when the next employeed be there. I called the company inquiring about when someone would show up and they said about ***** minuets. We were stuck waiting in the middle of nowhere int he got sun for someone to show up. I called again after 25 minutes but was sent straight to voicemail, which to my knowledge is illegal. I called again and whoever spoke to me was literally yelling at me. Finally an employee showed up and again demanded I give him cash to get my car. I had no choice but to give him the money, but I made sure he sent me a receipt.

  Business Response

  Date: 07/23/2024

  After looking into this matter with the provided invoice/receipt and message from the complainant we feel the best response would be to explain the reason for this specific tow and the general requirements to release impounded vehicles.

  This vehicle was towed for "improper display of tag" being that the vehicle was parked on private property and the property owner requires proper display of all tags on all vehicle.

  In order the release a vehicle back to owner we require proof of ownership by either a current registration or certificate of title and satisfaction of all tow related fees.

  It is also of importance to mention that under Floirda statue we are required to release vehicles to the owner within 60 minutes from the time the owner has requested. However the owner must be able to present the required documents and payment at that time. To help aid customers in the release of their vehicle within that time frame we do have an ATM on property.

   

  We hope this answer helps.

  New gen ********

• Initial Complaint

  Date:07/05/2024

  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.

  We came on vacation to *******. The community we stayed in said that was could park on the street because they havent come to pick up the trash yet and it was in a parking space. Its the 4th of July, we are out popping fireworks.. the whole street was outside. Mind you we have been contacting the office for 3 days. This company waited til we came inside to come and pick up my car. Then when we stopped them from taking it. He said it was $250 for dropping the car. They never gave us a receipt to give to the property. Every time I call they sent me to voicemail. This coming is absolutely a scam.

  Business Response

  Date: 07/23/2024

  Here at New Generation policy is our first priority. That being said we would like to look into this issue in detail, however to effectively do so we would need more information from the complainant including the make and model of the vehicle along with the vin. If this is possible it would be greatly appreciated.

  Thank you,

  New Gen ********