Complaints

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

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  Paladin Impound & Recovery, LLC

  4215 Mortimer Avenue Baltimore, MD 21215

• 

  Paladin Impound & Recovery, LLC

  3001 Wilkens Ave Baltimore, MD 21223-3219

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:07/13/2025

  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.

  Paladin Impound & Recovery LLC does towing service for our HOA. Our vehicle was parked in a visitor spot with visitor tag on the rear view mirror. Out vehicle was towed. Paladin towing has a second location: ******************************************. Our vehicle was inside a gated impound surrounded by cars. The office was in a small run down home and the worker made transactions from a window inside the house. Customers were outside the house talking into screened window. Three outer customers were waiting for the vehicles because the tow driver had not returned to move vehicles so customers waited for over three hours after paying their reovery fee. The worker did not why my car was told. I explained that my resident tag was in my car so it shouldnt have been towed. The worker did the leave the home which smellled like marijuana and dog urine. The house was surrounded by all types of cars both working and broken down. Dog f**** were seen in a corner of the lot and hornet nests on trailers. We saw ******** posts that many customers have complained about bad service,over priced fees, and some say they had their bank accounts been targeted after the transactions were made from the business. This business and location needs to investigate for bad business practices and ****** locations for customers and vehicles. This location was disgusting and service was not good. Pictures can be provided. It may be corrupted.

  Business Response

  Date: 07/17/2025

  Thank you for bringing this to my attention.  It is unfortunate that you were impounded.  Without the specifics of your vehicle, I cannot comment further on the tow itself.  I'm sorry you had an unpleasant experience at our tow yard when retrieving your vehicle. I have read your comments and will take them under advisement.  I will strive to make sure that these issues are addressed.  Again, thank you for bringing this to my attention.

• Initial Complaint

  Date:06/30/2025

  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.

  Good morning **** ****,

  
  Thank you for forwarding Paladin Impounds response.

  
  I do not find the businesss response satisfactory and wish to continue with my complaint.
  My vehicle, a 2019 ****** Altima, was towed by Paladin Impound on June 10, 2025, and I paid $330 for its release that same day. Upon immediate inspection, I discovered a punctured hole in the rear bumper that was not present prior to the tow. I reported this to Paladins employee *****, who confirmed that their driver did not take pre-tow photos, removing the ability to establish the vehicles prior condition.
  While Paladin states that their equipment should not contact the bumper, the lack of pre-tow documentation and immediate discovery of damage after release strongly support that the damage occurred during the towing process. Dust on the vehicle is irrelevant to the specific damage and the clear temporal connection.
  I have provided photo evidence of the damage and a repair estimate for $1,112.91. I am requesting:
  Reimbursement for the bumper repair cost of $1,112.91.
  Refund of the $330 towing fee, as damage occurred while the vehicle was in their care.
  Total amount sought: $1,442.91.
  I am seeking a fair resolution before considering further actions through small claims court if necessary.
  Thank you for your assistance.

  
  Best regards,
  **** ********

  ormal email on June 11, 2025, in which I described the incident and attached photos of the damage.There was no puncture or hole before the tow, and the damage was discovered immediately upon pickup, showing it occurred while the vehicle was in Paladins possession. Cecils statement that no pre-tow photos were taken weakens Paladins claim that the damage was pre-existing.On June 25, 2025, I obtained a professional estimate from *******************, ***************************************************************************, which totals $1,112.91 to repair the bumper damage caused during the tow.I am seeking reimbursement of the $1,112.91 repair cost, a refund of the $330 towing fee I paid to Paladin, and coverage of any filing fees needed to pursue this *********** amount sought: $1,442.91 plus any court costs if required. I have made every effort to resolve this directly with Paladin by immediately reporting the damage, providing photo evidence, and formally requesting a fair resolution, but they have failed to accept responsibility.

  Business Response

  Date: 07/08/2025

  It's unfortunate that your vehicle was impounded.  Paladin impounded your black 2019 ****** Altima on June 10, 2015.  The vehicle was called in by management to be removed.  Therefore, a refund of the impound fee is not warranted.  As far as the damage to your vehicle, Paladin Impound does not take any responsibility for any damage to your bumper.  My reasons are as follows: we impounded your ****** using a wheel-lift tow truck.  Our tow truck only makes contact with the tires of the car.  Our trucks do no hook up or touch your bumper or any other part of your car.  Per AAA guidelines, a 2019 ****** Altima should be towed from the front (which it was).  Our truck never touched any part of the rear of your vehicle.  Our truck attached to the front tires of the ******.  As you can see from the pictures, the ****** was backed in.  We did not have access to the rear of the vehicle.  Therefore, Paladin Impound denied your claim of damage.  You provided no evidence showing that Paladin did any damage to the vehicle.  I have no idea how long your vehicle was in the garage but the amount of dust on the car would suggest months.  

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23537830
  
  
  I do not find the businesss response satisfactory and wish to continue with my complaint.
  My vehicle, a 2019 ****** Altima, was towed by Paladin Impound on June 10, 2025, and I paid $330 for its release that same day. Upon immediate inspection, I discovered a punctured hole in the rear bumper that was not present prior to the tow. I reported this to Paladins employee *****, who confirmed that their driver did not take pre-tow photos, removing the ability to establish the vehicles prior condition.
  While Paladin states that their equipment should not contact the bumper, the lack of pre-tow documentation and immediate discovery of damage after release strongly support that the damage occurred during the towing process. Dust on the vehicle is irrelevant to the specific damage and the clear temporal connection.
  I have provided photo evidence of the damage and a repair estimate for $1,112.91. I am requesting:
  Reimbursement for the bumper repair cost of $1,112.91.
  Refund of the $330 towing fee, as damage occurred while the vehicle was in their care.
  Total amount sought: $1,442.91.
  I am seeking a fair resolution before considering further actions through small claims court if necessary.
  Thank you for your assistance.
  
  
  Best regards,
  **** ********

  Business Response

  Date: 07/11/2025

  THE OWNER OF THE VEHICLE HAS NOT PROVIDED ANY CONCRETE PROOF THAT THE *********** WAS RESPONSIBLE FOR THE DAMAGE.  THE OWNER STATING THAT IT WASN'T THERE BEFORE IS NOT PROOF.  THERE WAS NO WAY FOR THE *********** TO TAKE PICTURES OF THE REAR BUMPER PRIOR TO ***ING BECAUSE THE VEHICLE WAS BACKED IN AGAINST THE **** IN THE GARAGE.  AGAIN, THE *** TRUCK HAD NO CONTACT WITH THE REAR OF THE VEHICLE.  WE ***ED THE VEHICLE FROM THE FRONT.  PALADIN IMPOUND IS DENYING THE CLAIM OF DAMAGE FOR LACK OF EVIDENCE.

• Initial Complaint

  Date:05/01/2025

  Type:Customer Service 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.

   
  Complaint: 23269726
  
  I am rejecting this response because:

  First, Paladin failed to address all of my concerns in any form of correspondence. They have selectively responded only to points they chose to acknowledge, while avoiding the core legal and contractual issues raised.
  

  Second, Mr. ******** claim that I did not report vehicle damage until this BBB complaint is demonstrably false and slanderous. I informed them of the damage via certified letter on April 9, well before filing this complaint. That letter included not only a description of the damage, but also copies of my lease parking policy, parking addendum, and my valid parking permit, which has been in use for two years, so they should also have my vehicle on file, noting that I pay a monthly fee for parking. Furthermore, Paladin does not provide any public-facing email or online communication method, which limited my ability to contact them earlier than I did. Paladin did not respond to that letter until April 30, when they contacted me by email, and I reiterated my concerns.
  

  Third, while Mr. ****** and the Paladin employee I had email communications with are quick to cite my acknowledgment that the lease simply states that a permit is required to be displayed, they continue to avoid addressing the actual issue: nowhere in the lease, parking addendum, or posted signage does it state that failure to display a valid permit renders a vehicle unauthorized and does not justify towing. The documents clearly outline what makes a vehicle unauthorized and what is a towable offense. I sent Paladin these documents with my certified letter. On top of that, the signage posted at my apartment garage does not explicitly authorize towing for non-displayed permits. The only mention of a valid permit displayed refers specifically to handicapped spaces, not general residential parking.
  

  Additionally, Paladin is required under Maryland Transportation Code to notify me by certified mail within seven days of the tow. They failed to do so, violating Marylands towing laws. I also have doubts about the authorization of the tow given it occurred at 3 am.
  

  In total, Paladin has still failed to address the central concern: there is no lease, policy, or legal document that authorizes the towing of a permitted residents authorized registered vehicle solely due to a temporarily mis-displayed permit. Rather than providing justification, they continue to repeat that the permit was not visible on the windshield a point that I myself informed them of and never denied. But what they have not done is explain how this absence meets any policy or lease-defined criteria for an unauthorized towable vehicle.
  

  Therefore, I maintain that the towing service was not authorized, warranted, nor legal under any valid policy, and I respectfully request a full refund and a review of Paladins towing practices for compliance with Maryland law and consumer protection standards.

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

  un-affixed, yet valid, permit assigned to an authorized vehicle.I further inquired whether Paladin exercised any due diligence to verify the vehicle's authorized status through the management system, as they should be aware of what vehicles are and aren't authorized outside of just a window sticker. They failed to respond to this question. A failure to take reasonable steps to confirm authorization status prior to towing may constitute negligence or overreach under consumer protection ************ vehicles body work was also damaged during the towing process, which they also failed to address. I am also concerned about damage to my vehicle's all-wheel-drive system due to improper towing.Their listed address was not recognized by **** during my certified mailing attempt, and the physical tow yard does not appear to be a professional business. The company does not have a website, email publicly listed email address, nor formal dispute process, raising legitimacy concerns.

  Business Response

  Date: 05/08/2025

  Paladin and Mr. ****** have exchanged many emails and all of his concerns as it relates to the service Paladin provides were addressed.

  At no time did Mr. ****** state/document in email that there was damage to the vehicle, until this complaint a month after the vehicle was towed/impounded.

  Mr. ****** readily admits he did not have a permit visibly displayed in his vehicle to park on the property and is required by the property to have and his vehicle was towed/impounded.

  In addition the pictures taken show that the permit did not fall in the windshield/dash. 

  Business Response

  Date: 05/08/2025

  First, Paladin failed to address all of my concerns in any form of correspondence. They have selectively responded only to points they chose to acknowledge, while repeatedly sidestepping and avoiding the core legal and contractual issues raised.

  Second, Paladins claim that I did not report vehicle damage until this BBB complaint is demonstrably false. I informed them of the damage via certified letter (and uploaded to this complaint) on April 9, well before filing this complaint. That letter included not only a description of the damage, but also copies of my lease parking policy, parking addendum, and my valid parking permit, which has been in use for two years. Furthermore, Paladin does not provide any public-facing email or online communication method, which limited my ability to contact them earlier than I did. Paladin did not respond to that letter until April 30, when they contacted me by email, and I reiterated my concerns.

  Third, while Paladin is quick to cite my acknowledgment that the lease requires a permit to be displayed, they continue to avoid addressing the actual issue: nowhere in the lease, parking addendum, or posted signage or law does it state that failure to display a valid permit is a towable offense. I sent them copies of my lease parking policy and parking addendum in my certified letter as well as a copy of my valid permit. Moreover, their signage (signage.jpeg) posted at my apartment garage does not explicitly authorize towing for non-displayed permits. The only mention of a valid permit displayed refers specifically to handicapped spaces, not general residential parking.

  Additionally, Paladin was required under Maryland Transportation Code to notify me by certified mail within seven days of the tow. They failed to do so, violating Marylands towing laws.

  In total, Paladin has failed to address the central concern: there is no lease, policy, or legal document that authorizes the towing of a permitted residents vehicle solely due to a temporarily un-displayed yet valid permit. Rather than providing justification, they continue to repeat that the permit was not visible a point I never denied, but a point they cannot justify. What they have not done is explain how this absence meets the lease-defined criteria for an unauthorized or towable vehicle.

  Therefore, I assert that the towing service was not authorized, not warranted, nor legal under any valid policy, and I maintain my stance in respectfully requesting a full refund and potentially a review of Paladins towing practices for compliance with Maryland law and consumer protection standards.

  Business Response

  Date: 05/08/2025

  attached parking signage

• Initial Complaint

  Date:12/27/2024

  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.

  Attached is my receipt 

  Customer Answer

  Date: 01/03/2025

  I have attached the receipt of my tow. 

  Customer Answer

  Date: 01/03/2025

  Im not sure if my receipt uploaded. 
  

  the date it was towed was 12/19/24

  invoice # *****

  plate 1EH2380 

  Customer Answer

  Date: 01/03/2025

  Attached is my receipt 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22726764
  
  I am rejecting this response because:  
  

  Im not sure if my receipt uploaded. 
  

  the date it was towed was 12/19/24

  invoice # *****

  plate 1EH2380 

  
  Sincerely,
  
  Camryn Singer

  Business Response

  Date: 01/03/2025

  In order to make an informed response please provide the following information.
  
  1) Date of tow/impound
  2) Year, Make and Model of the vehicle
  3) Vehicle License Plate# or last 6 digits of the VIN
  

  Business Response

  Date: 01/06/2025

  Thank you for the information requested.
  In response to your complaint we have found that we Paladin Impound & Recovery performed the service we are contracted to do. We did not issue the permit and from your complaint it appears your issue/complaint isn't with us or the service we provide.
  

  Customer Answer

  Date: 01/07/2025

  My issue is with your company, because when I showed you my valid parking permit you shouldnt have charged me for the tow. 

  Customer Answer

  Date: 01/16/2025

  Hello, 

   

  I dont feel it was fair of them to just close my dispute. I sent them the requested information. They told me my parking was valid, therefore, I still feel I should get a refund. 

• Initial Complaint

  Date:11/27/2024

  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.

  My car was towed from the property at ************************* on Sunday, November 17th . After arriving at the Paladin Impound & Recovery, LLC tow station we found that the vehicle had been severely damaged. We obtained Paladin Impound & Recovery employees acknowledgement of the cars damage along with their signature on the receipt. Paladin Impound & Recovery has refused to provide their insurance details. As a result, I had to go through her insurance company and have them communicate with Paladin Impound & Recovery. On Monday, November 18th it was determined, through an appraiser, that her ***** 2022 had an exploded rear deferential case caused by improper towing. The vehicle was deemed unsafe to drive, specifically for the safety of my girlfriend and her children. To this date Paladin Impound & Recovery has refused to provide their insurance information to her and her insurer. Im requesting the insurance information or atleast to have the company pay the $500 deductible.

  Business Response

  Date: 12/03/2024

  Regarding the towing and impounding of the vehicle in question. The
  vehicle was towed/impounded in accordance with the guidelines provided
  by Towspec and AAA. Specifically, a Wheel-lift
  and dollies method was utilized, which ensures that all four wheels of
  the vehicle are lifted and cradled off the ground during transport.
  
  Photographic evidence has already been provided, clearly demonstrating that this
  approved method was used. We adhere to industry standards and take care
  to follow all proper procedures to ensure the safety and integrity of
  the vehicles we handle.
  
  

• Initial Complaint

  Date:11/24/2024

  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.

  Tow truck driver was extremely rude! Took the vehicle and towed it running. Retrieved it 2 hours later and the vehicle was still running.

  Business Response

  Date: 12/03/2024

  Please provide the following information so we can investigate.

  Date of Impound/tow, year, make & model of the vehicle.

   The location the vehicle was towed/impounded from.

   The licenses plate number or last 6 digits of the VIN.

   Thank you

• Initial Complaint

  Date:09/05/2024

  Type:Sales and Advertising 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 car was wrongfully towed when I had my parking permit on my dashboard and now the towing company wants to illegally extort money from me. The towing company took pictures of my war at certain angles in which my permit would not be visibly seen in order to justify extorting money from me. The towing company has both of my parking permits too. This company should be held liable of their illegal operations.

  Business Response

  Date: 09/06/2024

  In order to respond to your complaint please provide the following information;

  Date of tow/impound
  Year of Vehicle
  Make of Vehicle
  License Plate Number OR
  Last 6 digits of the Vehicle Identification Number
  

• Initial Complaint

  Date:08/21/2024

  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.

  My car was towed with out due cause . At the *************** apartments in ************ , Md ***** . You have to have a visitor pass between the hours of 11pm-6am. I had a visitor pass in my front window Very visible ! I have taken pictures of where the pass is placed for proof . My car was still towed on August 20, 2024 . I hv had my car parked on the ground for a year with no issues / being towed as I hv a visitors pass which is visible . I had to pay $280 to get my car out and the resident had to take me to the impound lot causing both of us to be late for employment . I hv requested the apartment complex or the towing company reimburse me as the visitor pass is visible and there and this was unjustly towed . Again I hv a picture of my pass being visible . When asked on why they towed it the cashier / *** said , idk I mean u hv a point . And I still had to pay !! BBB please provide guidance on how to recoup my funds or shut this place down . These reviews are just as horrible . Again I hv been parked here a year no issues same spot ! Picture is uploaded

  Business Response

  Date: 08/22/2024

  Please provide the following information so we may research and respond accordingly.

  Year of vehicle?
  Make of vehicle?
  Model of vehicle?
  Vehicle License plate number?
  Last six digits of the vehicle identification number?

   

• Initial Complaint

  Date:07/19/2024

  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 May 26, 2024 my car was stolen from my residence. It was towed without my permission. I was parked with a parking permit. I called the police to report my car stolen, called all credit cards to inform, reported to my insurance about stolen car. Police officer said "you will probably never see your car again. It is probably in pieces by now." There were 2 other cars towed same time. Neighbor saw the tow truck taking my car during the night. I received a called from the police officer that my car was at Paladin Towing. I could go and pick it up. I notified my sister of my stolen car and she came down to calm me down, Then we found out it had been towed. I reported it stolen at 9 am and finally drove away from the impound lot at 2 pm/ I lost a whole day, and was very upset. I asked the man at the window why my car was stolen and he replied "I" dont know mam, I just work here." He also told me our contract with our property had expired. i wanted to talk with the owner, but was told they were not available. I asked about some compensation for all my stress and the agrivation of this ordeal. I was told they could not give my anything. This was the Friday before Memorial day and the resident manager was on vacation. She told the maintenance person we had no contract with the towing company and would help me when she returned on Tuesday. The manager set up an appointment with the manager of the towing company. I was waiting to talk with him myself. When he came in the door I said "Hello *****." He said "wow you have a good memory" to which I said "I will NEVER forget that day!" I explained my frustration about my car being stolen and I thought I should be compensated for my agrivation and stress. He apologized and said the business had just been acquired & decided to check out the property, with tow trucks He asked how much and I said $1,000. I did not have to pay anything but I decided on the amount of $250. He agreed but I would have to sign a ***.

  Business Response

  Date: 07/22/2024

  Please provide the following information so we can research your specific tow/impound and provide you with an informed response.

  Thank you

  Date of tow
  Year of Vehicle
  Make of Vehicle
  Model of Vehicle
  Vehicle Identification Number(VIN) 
  Tag #/State

• Initial Complaint

  Date:06/24/2024

  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.

  ***BBB Note:  Please note that this complaint was sent with documentation attached with the vehicle information requested.  Please review the attached document provided with this email, and the initial complaint. *** 

   

  Business Response

  Date: 06/24/2024

  In order to provide an informed response we will need the following information:
  

  Year, make, model and license plate number of the vehicle.

  The address from which the vehicle was towed/impounded from.

  The phone number used to call our office in which you claim you were given erroneous information.

   Thank you