Complaints

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

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  Contract Towing

  Naperville, IL 60563-1074

• 

  Contract Towing

  3344 W Cermak Rd Chicago, IL 60623-3239

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:10/06/2025

  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 September 15, 2025, I was towed off the streets of ******* by a private tow company. According to their invoice, my car was blocking their legal driveway which is in front of the fire hydrant going ****************. My car was parked behind the fire hydrant in an area where the *********** and sidewalks are in need of repair, nowhere near their legal driveway on ****************. According to an individual for the company, the State of Illinois gave them the authority to tow off the city street by their lot. I also have a video given to me by a 3rd party who took a video of the illegal tow.   

• Initial Complaint

  Date:09/30/2025

  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.

  This company is very difficult to contact. My car was towed, and I was looking for information, I called more than 10 times and no answer. This is an important issue, and they need to be better.

  Business Response

  Date: 09/30/2025

  Dear Ms. ************** sincerely apologize for the frustration you experienced when trying to reach us. We understand how important and time-sensitive situations like this are, and we regret that your calls were not answered in a timely manner.
  
  Our team is reviewing this issue internally to ensure that calls are handled more effectively moving forward. We are also working on improving accessibility so that customers can get the assistance they need without delay.
  
  Thank you for bringing this to our attentionwe appreciate the opportunity to improve.

• Initial Complaint

  Date:06/10/2025

  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 June 7, 2025, my girlfriend and I had tickets to a concert at **************. We had a room at the Extended Stay America at *************************, two blocks from ************** and ******. We had a parking pass good through 6/25. That's where we parked the night prior and planned to park that night. Before the concert, we went to ****** to get a few necessities. We parked, shopped, and exited Target at ~2:43 p.m. (2:42 receipt). I then drove to the end of the lot facing *************. This part of the lot is distinct from the main lot. Also there are no signs indicating that part is a tow zone. Numerous cars were parked along there. We parked there to get our affairs in order for ~15 minutes before walking over to Allstate parking lot for a brief moment to bring a friend something. We left the lot at ~3:00 p.m., walked over for ~five minutes to hand our friend something (3-5 min walk), and were back in Target lot by 3:10. The **** receipt shows that we called the **** at 3:15. After we walked the whole lot and looked around. Not only were there no signs saying that was a tow zone like the main lot, but we were paying customers who left the vehicle unattended for, at most, 10 minutes. We had a parking pass for the hotel just two blocks over! Why would we need to park in the Target lot!? We didn't! And it was not properly signed even if we did! We ****ed over and when I asked for my car back, the worker refused. She called the police and lied to them, saying I was aggressive and trespassing because I had my camera out. I have a video proving she was lying. I had every right to film. I then called the police after she refused to let me pay or give me my vehicle. While on phone with dispatch, I tried to pay to get my car again. The worker wouldn't give it to me; she screamed at me to leave the office. The dispatcher heard it. Cops had to force her to let me pay and give me my keys. I was coerced into paying. The cops said they are a frequent problem in the community.

• Initial Complaint

  Date:06/07/2025

  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.

  We parked at the Target parking lot across from **************. We walked to the vendor booths to buy a T-shirt from the concert we attended the night before. We were gone for 20 min, and both vehicles got towed. Its our fault; no complaints therewe didnt see all the signs. My complaint is they charged us over $1,000 because our vehicles weighed over ***** lbs. We have a 2021 Silverado 2500 and a 2018 ***** Express 2500. Theyre both under ***** lbs. I was irate. I told them I want them to weigh my vehicles to prove to me theyre over the limit. The extremely rude receptionist refused to deal with me and my wife. Then the driver came out and got rude and said our vehicles both weigh over ***** lbs and pretty much called us stupid. I tow a camper, and my wife works at a campground; we know those types of things. I told him to let us go see the stickers on the door that provide the weight info. He showed me the **** number on the sticker for the truck (Gross Vehicle Weight Rating), which is the weight your vehicle can tow, which was ******+ lbs. I told him the number he needs to look at is the curb weight, which is ***** lbs.!!! He was rude and in our faces, calling us very unprofessional names. After that, they told us, We cant get ****, and locked us out of the office. We called the police, and they said Contract Towing gets the cops called often. Very unprofessional and rude. They basically stole $540 from us because they cant tell a vehicles tow rating from its actual weight.

• Initial Complaint

  Date:05/23/2025

  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.

  Car was wrongly towed I had parking pass on dashboard.The company argued that the pass was not visible even though it *********** charged me full price with sign being visible.They were rude and disrespectful throughout the entire process. 

• Initial Complaint

  Date:05/10/2025

  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.

  Unlawful tow.

  Business Response

  Date: 05/26/2025

  We appreciate the opportunity to respond to the complaint submitted.
  If further action is needed, please send more information.
  
  
  Sincerely,
  Contract Tow

• Initial Complaint

  Date:04/08/2025

  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.

  My dispute is my vehicle was towed at ********************* while doing a delivery, the driver lied and said I was parked in the fire lanes, when I was not. I've been there many times, the fire lane is marked in yellow stripe I was way on the other side of the walk up away from the yellow line, behind the lane, and I had my delivery sign in my front window stating I would be right back doing a delivery I payed to get my car out the tire yard i was told to pay in cash ****** also the tow driver lied about the building I was towed at stating it was 3445 .S ******, rather than 3420.S.Cottage on the other side of the lot.

  Business Response

  Date: 04/24/2025

  Dear **** ********,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond regarding the towing of the vehicle in question.
  

  According to our records and photographic documentation, the vehicle was parked in a clearly marked fire lane at the time of the tow. As per local regulations and property management rules, fire lanes must remain unobstructed at all times to ensure emergency access. This policy is in place for the safety of all tenants, visitors, and first responders.
  
  While we understand the vehicle may have been making a delivery, our staff noted that no hazard lights were activated to indicate a temporary stop, and there was no visible driver present. In accordance with our contractual obligations and standard operating procedures, the vehicle was reported and subsequently towed after confirming the violation.
  
  We understand that being towed can be frustrating, especially during routine deliveries. We encourage all delivery personnel to avoid parking in fire lanes and to use designated loading zones or legal parking areas. If temporary stopping is absolutely necessary, clearly indicating this with hazard lights and remaining with the vehicle can help avoid enforcement actions.
  
  We value community safety and are committed to fair and reasonable enforcement. If you have any additional details or documentation to provide, we would be happy to review them.
  
  
  Sincerely,
  Contract Towing

  
  

  Customer Answer

  Date: 05/08/2025

  Complaint: 23174693
  
  I am rejecting this response because: They are lying. My car was not parked in the fire lane. This company is lying and bogus. They have many complaints. I do have supportive evidence; I have a picture. The person who towed my car does not understand the fire lane is where the yellow paint is marked. I can send you the pics. This is awfulgetting money from people by lying. They didn't even have the correct address for my car.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 05/26/2025

  We understand your frustration regarding their vehicle being towed. However, the vehicle was parked in a designated fire lane which is a clear violation of both municipal code and property rules. Fire lanes are marked with signage and yellow curbing, indicating that parking is prohibited at all times for safety and emergency access reasons.
  
  
  Our signage clearly states that unauthorized vehicles parked in fire lanes are subject to towing without prior warning, in accordance with local law. The towing company acted in compliance with these policies and local ordinances. We are unable to reverse the tow charges or accept liability in this matter, as the removal of the vehicle was lawful and justified for public safety.
  
  
  We regret any inconvenience this caused you but must emphasize that fire lane enforcement is a critical safety measure. We consider this matter closed, unless new relevant information is provided.
  
  
  Sincerely,
  Contract Tow
  

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:

  I'm sorry I'm not too computer savvy, but this case was closed with a refund. They did issue a refund. #1, there are no parking signs where I was parked; I was not parked in the ***************** #2, I was behind it, and also #3, there's a 15-minute ***** period for sitting through it. They pulled me at 14 minutes when I was headed to my car. I saw them hooking it up. I was refunded. The *********************** assisted me in getting a refund. I thank you. I wanted to be sure you were notified what took place. Sorry it took a while, but thank you.

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

• Initial Complaint

  Date:03/09/2025

  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 vehicle was towed on August 26, 2025, due to my vehicle's permit not being displayed and fell off the windshield. Which i take accountability for and should have noticed. My vehicle was towed, I picked up my vehicle and paid the fees of $240.70 o August 26, 2024, at 8:46am. as a result of their tow my front bumper was damaged and practically on the floor, I was informed to file a claim with their insurance claim department at ********************************** which was done on 8/26/24, 3:24pm received an email response back on 8/27/24 at 2:03am. stating someone would be reaching out to coordinate repairs in 3-5 business days and I have yet heard back via email and or a call from anyone. I have attempted multiple times reaching back out via email and no response and have attempted to speak to someone who can help from their office, and they just hang up stating this isn't their problem to file a claim. I have missed multiple days of work due to waiting for them to repair my vehicle along with for about 5 months now my vehicle is leaking fluids from the transmission area under the bumper section my parking space has stains of this and I continue to have to have my son add Transmission fluid to ensure the damage isn't worsened. I have had to zip tie my bumper, so it isn't dragged as I drive from and to work. I request that my vehicle is to be repaired as it was prior to the tow and damages cause by this vendor, along with my tow fee to be reimbursed. At this point I would like to repair the vehicle myself at a mechanic and request a sum of ***** along with my $240.70 tow fee to be issued to me to ensure no further wait and lack of professionalism from this vendor is dealt with. I've also called ******** times and they have informed I have to wait till it is my turn to be reach out too as there is a waiting list for repairs. I work in property management and no claim department takes 7 months to respond back and or file a claim, Their contact # is ************.

• Initial Complaint

  Date:03/07/2025

  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.

  Contract Towing uses opaque and deliberately obfuscatory permit policies to steal and hold for ****** cars parked legally in residential lots. I purchased a parking permit for 25 dollars for one car. When I got a new car, I attempted to register it using the parking permit site as directed by my leasing office. However, the process of changing vehicles using this site is unclear and leads to many residents having their vehicles mistakenly towed. When I tried to change my vehicle information rather than purchase a new parking permit, I received a message informing me that all changes are subject to approval and that I would receive a message when my vehicle change request was approved but that I was still subject to tow until such approval. Two months passed without incident, and I was able to park my car in the residential lot freely every night. However, I never received confirmation that my change request was interacted with in any way. Then, after two months of parking in the residential lot, my vehicle was towed with no notice provided by Contract Towing. I had to call my police department to find out where my car had been towed and where it had been towed. When I attempted to resolve the issue with customer service, they lied to me and told me that no requests for change had ever been made using my account. I was told that the only way to obtain a valid parking permit for a new vehicle is to purchase a new pass, meaning that the change vehicle information requests, even if approved, are invalid. **************** was unwilling to help me determine why my permit change request was not approved. This business is exploitative and unethical, and relies on uninformed residents who cannot dispute mistaken towings.

• Initial Complaint

  Date:02/26/2025

  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.

  In January and February my car has been towed for an expired pass. This is because they stopped sending expiration notifications, without letting customers know. After I went to retrieve my car last night, they were only taking cash and exact change, which was even more frustrating. I feel that this is because they no longer want disputed claims (because they are clearly wrongfully towing). Anyways, customers just like me have been relying on these notifications to renew our parking passes for months. All of a sudden they stop with no warning. I am down $500 due to this lack of notification. There is no reason I should have my car towed TWICE because THEY lack in notifying customers of this system switch. I want my money back, since they assumed the risk of having unpaid parking passes by neglecting to let their customers know that they were no longer sending notifications out prior to expiration dates.

  Business Response

  Date: 03/09/2025

  Dear ******* *********,
  
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify the situation of an expired parking permit.
  
  Our records indicate that you were issued a parking permit that had a clear expiration date, and it was the permit holders responsibility to renew it before expiration. While we strive to provide excellent customer service, including courtesy reminders where possible, the responsibility for tracking expiration dates ultimately falls on the permit holder.
  
  The vehicle was towed in accordance with our communitys parking policies. We understand that this may have been an inconvenience, and we regret any frustration this caused. However, we must enforce parking regulations consistently to ensure fairness for all residents and permit holders.
  If you need assistance with future permit renewals, please let us know how we can assist.
  
  
  Best regards,
  Contract Towing