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:12/04/2024

  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 used ******** Towing to tow our son's car on or around 9/30/2024. Tow truck operator caused extensive damage to the car. Broke the tie rod. We had to replace the tie rod and then you have to have the wheels balanced again. The total we had to pay for all of this was close to $1000.00. Spoke with "********" numerous times. Provided "*****" with receipts and pictures from the body shop the first week of October 2024. I was told several times that the "check would be sent soon." I believe a total of nine phone calls have been made and I have been told the check is going to be sent or is on the way. The last phone call on November 13th I was told that the check was mailed to me on November 7th. Today is December 4, 2024 and I have yet to receive said check. I have now reached out to the company's social media page and sent a message and they have read it and not responded. I posted review on their ******** business page and shared it publicly. I explained what has happened and how they have continued to push me around and push me off by telling me the check is on the way. Mind you I did not post any negative review until this one after being lied to for the last time. I have been more than patient. It is Christmas and I really need that money. The tow truck driver was SO RUDE that day too. He FORCED the car onto that bed. My parents happened to be here at the same time. My father and I were there watching all of this. We asked him to stop, we asked him if we should move the car so it could be more aligned evenly with the truck bed and he threw his hands up saying he "had it all under control." Well, he didn't. He forced the car to turn with chains and broke the tie rod. The company **** me $840.44 at MINIMUM.

  Business Response

  Date: 12/19/2024

  She sent us an invoice on this.  We realized she had paid on her repairs herself so we sent her a check for $625.58. We reimbursed her for the tie rod and labor.

• Initial Complaint

  Date:09/19/2023

  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.

  9-11-23 my 12 yr old nephew, sister, and myself were hit by a car at a green light, driver drove off. My nephew and I were taken by ambulance. Big boys towing towed my car without my consent. We have a friend who owns a tow truck who would have towed it for us. I have called repeatedly trying to get personal belongings such as medications my nephews book bag with school books, wallets with identification in them that are now being used for online credit company's. They have stolen my car and now my sister's identity along with medications and my babies wic. I have offered to lay them and the price goes up each time . I will be pressing charges if our belongings aren't handed back to us. My sister will def be doing the same for stolen medications and stolen identity. I never gave them permission to take my car. They are very rude and constantly changing as they say there policy. We were told we could have our thibga out of the car for free when my sister through a fit for them not to tow it. They lie and everytime it's something else

  Business Response

  Date: 10/16/2023

  As you can imagine, when we received this complaint we initiated an immediate investigation people were going to get fired and possibly reported to the police.  Not for the towing without her permission, we were called by the police, so we had complete authority to make the tow.  People were going to get fired from our impound department for wrongfully withholding access to medications and schoolbooks and the identity theft.

   

  However, it turns out that our impound lot acted completely correctly.  There does not appear to have been any identity theft.  ********** would obviously take care of that. Also, the rest of this has also blown over.  During my investigation, I was informed that a lady called regarding this accident and queried how to receive the personal items inside the vehicle.  This person was informed that the vehicle will be released to the title owner upon providing proof that insurance is covering the cost or upon the title owner paying for the tow and storage.  The lady was also told that if she did not have insurance and could not pay for the tow and storage, we will release medications to the person on the prescription bottle with proof of ID and we will return school items to the childs parent or guardian without payment of a fee.  We require the person coming to get the personal property tell us where in the vehicle the items are located so we can retrieve them and have them ready in the impound office.  This rule is for the protection of our employees and of our customers.  We have many wrecked vehicles that have broken windows or unlocked doors and we do not want people walking through the lot and observing what may be available for stealing.  Also, we do not want customers retrieving guns or other weapons from their vehicles and possibly confronting our impound staff. 

   

  After the lady was informed how she could retrieve personal property, a lady, possibly the same lady, showed up at the impound lot but she could not prove she was the person on the medication bottles so we refused to release the items.  Presumably this is what led to this complaint being filed.

   

  However, the next day, the vehicles title owner came to the impound lot, paid the tow and storage fee, received her vehicle, and left.  There were no hard words, accusations, or displays of animosity at all. 

   

  We are considering this matter closed.

   

   

  ************************

  General Counsel ************** LLC

  Direct Line **************

  Operator **************

  Licensed in ******** and ********

• Initial Complaint

  Date:09/19/2023

  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.

  Sept.11.2023, My sister and my 12 yr son a I leaving academy sports were hit by a car during a green light and the driver ran off. The back passenger side where my son was had to be cut to get him out. tow showed and towed the car without my sister's consent. I called the office of the tow yard ask if we may get our belongings son's book bag with books for school, stomach meds, my meds I had just been released with on the 11th, my cell phone the only form of contact I have my wallet credit cards, ss cards, passwords to my bank info,sister's personal belonging all inside the car. lady was very rude told in a very hateful manor pay 280 dollars for the tow bill another 280 for the first day storage we couldn't have anything out of the car. My sister and I called back the next day with the money and my sister couldn't get out of bed from injuries, we told the lady we had the money and that my sister could send me with the signed title and money they could keep title and ask if we could get our things again. The lady then responded with how she had to have something notarized she also had to have more money now additional 280 for another day of storage and that she needed my sister to get all this paperwork that made no sense together get it notarized, send title, my id and her id. We then told her my id was in the car. She said she was not responsible and that was there policy that nothing no personal items to be released period. The thing is that the car has nothing to do with my son or myself! So that's technically stealing of well over 500 dollars. And now I have issues going on with my credit being ran like someone is using my info to apply for credit, so now it's stolen identification because all my identity is inside that car. They did not have consent to take the car in the first place from the owner. I could have called my very good friend who owns a tow truck and it would have been taken care of. he pulled out gave me a card and told me we could get our personal belongings out for free to contact them. lady in the office responded t
  very hateful and said she would be having a talk with him about that and it would not happen like that. Now the bil is over a thousand dollars. I haven't had my meds since the 11th, my son is in trouble at school over his books, he's been without his meds since the 11th, I can't get nothing filled even to replace because I have no id or ss card to get one replaced, my credit is being messed with, stolen identification is happening, my sisters babys wic info is in the car. My 1200 cell phone that's on my mother's plan is in the car. These people are heartless, very rude, and inhuman. They are getting away with stealing! Just because they have a tow truck do

  Business Response

  Date: 10/05/2023

  As you can imagine, when we received this complaint we initiated an immediate investigation – people were going to get fired and possibly reported to the police.  Not for the towing without her permission, we were called by the police, so we had complete authority to make the tow.  People were going to get fired from our impound department for wrongfully withholding access to medications and schoolbooks and the identity theft.

   

  However, it turns out that our impound lot acted completely correctly.  There does not appear to have been any identity theft.  The police would obviously take care of that. Also, the rest of this has also blown over.  During my investigation, I was informed that a lady called regarding this accident and queried how to receive the personal items inside the vehicle.  This person was informed that the vehicle will be released to the title owner upon providing proof that insurance is covering the cost or upon the title owner paying for the tow and storage.  The lady was also told that if she did not have insurance and could not pay for the tow and storage, we will release medications to the person on the prescription bottle with proof of ID and we will return school items to the child’s parent or guardian without payment of a fee.  We require the person coming to get the personal property tell us where in the vehicle the items are located so we can retrieve them and have them ready in the impound office.  This rule is for the protection of our employees and of our customers.  We have many wrecked vehicles that have broken windows or unlocked doors and we do not want people walking through the lot and observing what may be available for stealing.  Also, we do not want customers retrieving guns or other weapons from their vehicles and possibly confronting our impound staff. 

   

  After the lady was informed how she could retrieve personal property, a lady, possibly the same lady, showed up at the impound lot but she could not prove she was the person on the medication bottles so we refused to release the items.  Presumably this is what led to this complaint being filed.

   

  However, the next day, the vehicle’s title owner came to the impound lot, paid the tow and storage fee, received her vehicle, and left.  There were no hard words, accusations, or displays of animosity at all. 

   

  We are considering this matter closed.

   

   

  ***** G. *****

  General Counsel *** **** ***** ***

  Customer Answer

  Date: 10/05/2023

  This is a straight lie! And to prove what I am saying! The lady who called about her medication is myself! ****** *******!!!, the owner of the cars sister!!!. I was told in front of a police officer that I could get our things out of the car for free when we got around to doing so!. They had my son and my sister on stretchers going to the hospital over a hit and run!!. The law states that the owner has a right to say where the car is towed no matter what!. She was never given that right or a chance at it!!. The very next morning I am the one who called to retrieve personal belongings, along with my own medication as I had just been released from the hospital!!! I was told with proper identification I could retrieve my sons book bag for school along with my medication and 280 dollars for the tow bill!!!. My identification was inside the car along with everything else. I had no identification! Nor money! It was all inside the car and who knows where it went when your hit by an idiot who drove off and you watch your twelve yr old son being cut from the car!!! Everything flew everywhere! So telling you where my things were is unreal!!!. As far as my identification stolen I am attaching documents from the dates the car was in the impound!!!.  The driver drove off! And somehow was able to get our information! Contacted us through Facebook bf wanted money for her son hitting us and driving off!!. This tow yard was very rude!, and nobody ever went to the tow yard trying to retrieve anything and was denied! That’s such a lie!! I finally had to borrow the money to pay the tow bill so I could get medications and book bags and personal items needed.. I have every bit of proof to back everything I am saying

  Customer Answer

  Date: 10/05/2023

  Here are a few of the screen shots of my credit and name being used while I had no access to my phone. It was inside the car. The wreck happened 9/11. And the thing is also how did this women who’s son hit us and took off know so much about us to try scaring us into paying her tow bill

  Customer Answer

  Date: 10/05/2023

  Here are a few of the screen shots of my credit and name being used while I had no access to my phone. It was inside the car. The wreck happened 9/11. And the thing is also how did this women who’s son hit us and took off know so much about us to try scaring us into paying her tow bill

  Business Response

  Date: 10/10/2023

  As your file will demonstrate, I responded to this complaint on October 4, 2023 and concluded with the statement that we consider this matter closed.  However, I was informed on October 5 that Ms. ******* and Ms. ******* did not consider their complaint resolved so I attempted to contact them this morning to discuss the matter further.  I called the number on Ms. *******’s complaint (**** ******** at 9:04 a.m. A gentleman answered and denied that there was a ****** ******* affiliated with him or that phone number.  I then called the number on the complaint filed by Ms. Charlotte *******, ***** ********, at 9:06 a.m.  This call went to voice mail.  I left a message asking for a return call but have not received one.

   

  Attached are copies of the Indemnification Agreements signed by complainants when they were allowed to go back to the damaged vehicle and collect their personal property.  Also attached is the Release of Personal Property form signed by Ms. ******* demonstrating that she had already recovered her personal property when we received her complaint.  The Release and Indemnifications are dated September 25, 2023 while the BBB letter to *** *********** advising of the Complaint is dated September 26, 2023.

   

  Again, we consider this matter closed.

   

   

  ***** G. *****

  General Counsel *** **** ***** ***

  Direct Line ***** ********

  Operator ***** ********

  Licensed in Missouri and Illinois

• Initial Complaint

  Date:03/14/2023

  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.

  *** ***** County Police called this tow company. I went to pay for it to be released, they took my money and told me they would not release my vehicle to me unless the other tow company had workmen's' compensation of half a million dollars. I'm being charged a daily rate. They have my vehicle sitting there causing more damage.

  Business Response

  Date: 03/20/2023

  On Friday, March 3, 2023, Big Boy's Towing & Recovery (Big Boy's) received a call from *** ***** County Police Department requesting that we respond to an accident scene at ***** ****** ***** *** ***** *** **** ** which was blocking traffic.  Our driver arrived at the scene and found a 2013 Ford Explorer which a damaged front passenger side wheel.  The wheel was removed, the vehicle placed on a "Skate", and it was towed to our ***** impound yard.  At the yard, the vehicle was backed into a space, the skate removed, and it was left.  The front tire was not reinstalled as it was damaged.  The vehicle rested on three tires and the front passenger side rotor.  This is not unusual and does not cause damage to the rotor unless the vehicle rolls while it is resting on a rotor.

  The vehicle owner contacted Big Boy's on March 8 to discuss recovering his vehicle.  He was told he would need to provide identification and proof of ownership.  Customer arrived at the yard and stated his ID was in the vehicle.  A check of the vehicle revealed that the ID was not inside.  Customer stated he would go home and then return with the ID.  Customer also stated he would have a representative of his roadside insurance provider meet him at the lot.

  ******** Insurance arranged to have a tow company come to the Big Boy's lot and transport the vehicle to a repair facility.  This is also not unusual.  Big Boy's informed the tow company that prior to entering the yard they would have to provide proof of liability and workers compensation insurance.  Again, this is standard procedure.  The tow company could not provide the proof of insurance so they were not allowed to pick up the vehicle. 

  Ultimately, another tow company was selected.  They provided proof of insurance and came to pick up the vehicle.  The vehicle was released upon payment.   

  
  

   

  ***** ** *****