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:04/29/2025

  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.

  I am filing a complaint regarding a deeply distressing towing incident that occurred on 4/28/25 At 8:30am CT. I traveled over an hour from ******, ********, to Dwell DeKalb Realty. I had parked briefly no more than 10 minutes to drop off perishable groceries, and was entering and exiting the premises to go back to my car within the first 5 minutes. only to find my vehicle had been towed without warning or the opportunity to rectify the situation.The business does not open until 10:00 a.m., meaning I could not obtain a temporary parking pass prior to arrival. Despite this, my vehicle was towed in a very short time frame.When I attempted to retrieve personal items from my vehiclespecifically my cellphone and walletI was denied access. Employees on site not only refused to assist but also failed to provide basic information, such as the phone number or location of the towing company. Their refusal to engage or provide necessary answers compounded the situation significantly.Once I was able to track down the towing company's contact information, I was met with further hostility. My questions regarding the towing process and fees were dismissed, and I was abruptly hung up on. Upon arriving in person to retrieve my car, I was met with more unprofessional behavior. Staff refused to answer simple questions about why certain personal information was being requested, slammed the service window shut in my face, and told me I would have to wait an hour to get my vehicleeven though the company imposes additional fees for extended storage time.This entire experience was not only unnecessarily stressful but also felt unjust and exploitative. The total fee to retrieve my vehicle was ****** to which I was not informed withdrawal from ATM would be cheaper until speaking with the owner, employees claimed to be management when requesting to speak with manager/owner and did not inform me of the cost difference of 252 and change upon paying with card versus using the ****

• Initial Complaint

  Date:04/29/2025

  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.

  On April 28, 2025, my guest briefly parked at my apartment complex to deliver groceries. The property requires a parking permit; however, there is typically a reasonable expectation of ***** for guests who are actively unloading. Within less than ten minutes, her vehicle was towed by J&S Towing.I, the resident, approached the tow truck driver immediately to explain that she was my guest and that the leasing office was closed until 10:00 AM. My guest attempted to retrieve her phone and wallet from the vehicle to pay any necessary fees, but the driver refused, acted rudely, and drove off without providing any information about where the car was taken or how to recover it.We contacted J&S Towing dispatch, where the staff was extremely rude and disconnected the call when I attempted to ask basic questions. After calling again, I reached a manager named ****, who stated he would speak to his staff. When we arrived at the tow yard to retrieve the vehicle, we encountered the same staff members, who were unprofessional, slammed the service window in our faces, and informed us that we could wait hours to recover the ********** that point, the owner, ******, arrived and assisted in resolving the situation. However, the overall behavior of the staff, refusal to provide necessary information, and deliberate delay in releasing the vehicle suggest predatory practices designed to accumulate storage and after-hours ******* guests vehicle was removed in an unreasonable amount of time, and every step of the recovery process was marked by hostility, a lack of transparency, and poor service. J&S Towings conduct was completely unacceptable, and I am seeking formal accountability for their unethical practices and treatment of customers.