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:05/28/2025

  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 steals cars at night, and forces customers to have cash, debit, or ***** pay. When this situation happened to me I wasn't home, I didn't have access to what the company wanted, had no idea the costs, and wasn't informed the method of payment before I arrived via ***** If this is going to happen to customers, more payment options need to be available!!

  

  Business Response

  Date: 07/18/2025

  We apologize for this complaint. Our company offers many different ways to collect payment for any tow completed by our company. We are contracted with private communities to provide a service for people who are in violation of the properties rules and regulations. As far as making payments. We accept Cash, Apple Pay Cash App, Sqaure , Credit and Debit Payments. I am not sure what other forms of payments we are required to offer. Please let us know how we can do better!

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23380704
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23380704
  
  I am rejecting this response because:

   

  I am rejecting their response because when I called ******** they didn't tell me the cost or method payment. When I called the truck driver, same, no information. When I arrived via **** they told me debit (I don't carry that card around), cash (who carries cash?!), or Apple pay. I use an Android, so apple pay isn't available. I have a credit card, I used said card for the ****, and presented my card to ******** when I arrived. I also have Zelle and Venmo. Neither of which they accept. I had a difficult time to get there, and there wasn't a valid reason they took my car to begin with . I had to contact multiple people for help, and ultimately my girlfriend's daughter, who has apple pay could help. I had a digital copy of my debit card, and they wouldn't accept that.

   I carry three different credit cards on my person, at all times, and they wanted option I didn't have to avoid taxes. There are other complaints of them online, like Yelp. This isn't a new experience for them to be toying with customers.
   This is my official reply.

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

  

  Business Response

  Date: 08/13/2025

  Once again. We accept ALL forms of payment and we certainly have NO WAY of avoiding taxes. Please be honest about this situation and know we have Apple Pay. Tap. Cash app. *****. Cash. *** You have tried to make this experience much more difficult than it needs to be. Your car was clearly parking in violation and you refuse to accept responsibility for YOUR actions. We will NOT be refunding any money. Have a great day. 

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23380704
  
  I am rejecting this response because:

  I was not obstructing traffic or parking. My vehicle was parked the same exact way the day before.

  More importantly, your business clearly accepts ***** pay. You have indicated twice, and it is visible online. So no arguments there. What I would like you to prove is that you do accept credit card payments. Because I had several credit cards on my person at all times. There is no proof online you accept credit cards, and I sent what I saw online from various sources to the BBB. On your second response you didn't indicate you accept credit cards, and it can not be assumed by 'etc', because that could imply you accept Zelle and Venmo. Two additional options I did have, and your representative would not accept.

  My biggest complaint isn't about the money, it's the practice. If you truly accept all those payments. As other business accept multiple payments, then a) it needs to be clearly listed EVERYWHERE you business advertise it's services, b) your various agents from drivers, phone operators, and agents accepting payments should clearly communicate that. The situation of having our vehicles stolen (technically) is stressful enough. The business practices cause even more anxiety when us as the victims don't know how to best proceed. As an IT professional I can tell you a majority of the world (Yea, look it up!) use Android phones. Because of that Apple Pay isn't available to us. ****** Pay is (I have that too), and ******* Pay are also much more prevalent than Apple Pay. And c) after any financial transactions an invoice is required, not optional. I was not given an invoice, and I still require it for MY tax purposes.

  I have given many examples of proof to the BBB. Words are cheap, where is your proof?!
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/20/2025

  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 Saturday 5/17/2025 ******** towed a car from Crossing @ 501 for expired tags, the person that towed the vehicle had no right to tow the vehicle due to it being on the no tow list until the 28th of May. Due to them illegally towing the vehicle this caused stress on the household, not being able to have transportation to and from work and lost of wages due to not being able to get to work on time and having to leave earlier than normal. Also not knowing if we would be able to get the car back or not put us in potential financial hardship; could have possibly put us in a position for housing insecurities which is a huge fear of mine and caused days of anxiety. This is the second time theyve towed a car from this household in a 1 month period. $100 for the previous tow, and $300 , for the 3 days the car was inbounded because of Chandlers employees negligence. I will not put my real number due to the fear of being harassed.

  

  Business Response

  Date: 07/08/2025

  Good afternoon.  I am responding to a complaint that was written about a tow from our company late Saturday, May 17, 2025.  We have a contract with Crossings @ 501 to tow vehicles with expired tags etc.  The only car towed on May17 was released with no charge to the owner, a give back no charge.  I am unable to verify if this complaint is valid because the driver's license that we have on file for the owner is not ****** *.  We do not have another tow in Crossings @501 for the May 17 date.  No payments were taken for the amount of $300 or $100.  Those are not our fees. To give you accurate information our fees would be $180 for the tow and $35 a day for storage.  Also, I am unable to look up to see if another car was towed from their family without a date, tag number or vin number.   If the owner can call with correct information I will be glad to help. Thank you.

• Initial Complaint

  Date:09/01/2023

  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.

  I was told that I could park one of my cars in another parking area where parking permits are not required until I get my parking permit, my car was towed. ******* office said it was towed for invalid tag. Showed my registration proving not true. Then said it was towed for no tag, so tag was stolen. Car was gone 4dys. Paid 425/475 to get it back. I put plate in my back window, registration sticker in front w/parking permit when I got my **** registration sticker. My other car, the tag is on the back of the car as they normally are but kept my sticker in the front window beside my parking permit, to deter either plate of being stolen again. Chandler s Towing company would come through and neither of my cars were towed from May 2023 until this past Saturday, August 26th, I noticed through my ring camera that my car was towed again. Called them and they stated it was for expired tag and by law the sticker is to be on the plate, I did not know that. I proceeded to ask what else do you have to look for to make sure the car is legally parked, he stated the parking permit. I told him that my sticker is right beside it proving that my tag was valid. I even asked why my other car was not towed, he said maybe the driver got the number of cars he wanted. So I replied, you have to make quota. He says you have to pay to get your car back. I called the police department, he confirmed the tow and said towing companies have to call them to see if the tag is invalid or not. Stated a lot of times they're behind with confirming the tags for the towing companies and they will just go ahead and tow the vehicle before getting confirmation. I asked could he call them and let them know the tag was valid and he said I have to take it up with the towing company. There is definitely a disconnect in the process between the police and the tow companies. If they have to call the police department to get confirmation of tag being valid, how are they legally allowed to tow the car w/no confirmation.

  

  Business Response

  Date: 09/06/2023

  Before we can investigate complaint, we need to know the year, make, model of the vehicle and the property name from which the vehicle was towed.

  Thank you

   

• Initial Complaint

  Date:07/25/2023

  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.

  ******** Towed my car on Sunday 23rd. I paid to get it back. I noticed a dragging noise that was not there before and called them. They said to bring it back and I did it. The plate/cover at the bottom of the car is now dragging but they claim to have nothing to do with that. It was never dragging or damaged before. They said its not the area where they hook the car. Nonetheless they towed my car and it got damaged. They need to fix it.

  

  Business Response

  Date: 08/08/2023

  I AM UNABLE TO RESEARCH THIS COMPLAINT WITHOUT THE MAKE, MODEL & YEAR OF THIS VEHICLE

  Customer Answer

  Date: 08/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It was the 2020 ************************************
  
  *************************

  

  Business Response

  Date: 08/09/2023

  Chandlers towed *************** vehicle for expired plates. We provided a service for ************** as contracted.  Towing did not damage his car, vehicles are towed from the front not from the back, he brought it back to the shop & he was informed Chandlers was not responsible for the damage. 

• Initial Complaint

  Date:07/24/2023

  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.

  My car was illegally towed by Chandler's Towing on July 23 2023 at 8p. I reported the car as stolen to the police, who informed me the car had been towed by Chandler's Towing. The tow truck driver claimed that ******************* had requested all cars with "no parking permit stickers on there cars be towed. This information was never communicated to me beforehand by *******************. I did not receive a phone call or other communication to inform me my car was about to be towed for not having a sticker. Chandler's Towing then demanded $265 for the return of my car. The 2 men were rude, condescending and verbally insulting. Its late at night and I called a friend to come to the place to be with me, when doing so, they closed the gate and refused to let me have my car until I call my friend and tell her not to come. I told him Im a woman at night in the dark with 2 men. He then said I dont give a f*** that youre a woman, Ill handle you I took that as a threat and told him he needs to give me my car now or Im calling the police. After telling him I am calling the police, he opened the gate and demanded my license and debit card. He then made a sarcastic comment to the other guy about watch her card get declined, these people should not be in business. I am seeking a refund of the $265 I had to pay to have MY OWN CAR, which was ILLEGALLY REMOVED, returned to me.

  

  Business Response

  Date: 08/08/2023

  I AM UNABLE TO RESEARCH WITHOUT THE ***** MAKE & MODEL OF VEHICLE

• Initial Complaint

  Date:06/23/2023

  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.

  My car was illegally towed by Chandler's Towing on 06/22/23, around 6:30 pm, Eastern time. I reported the car as stolen to the police, who informed me the car had been towed by Chandler's Towing, at the request of our ************************ The tow truck driver claimed that the *** had requested all cars with "no parking signs" in their parking spaces be towed. This information was never communicated to me beforehand by either Chandler's Towing or the **************, or ********************************* which is the ************** management company. I did not receive a phone call or other communication to inform me my car was about to be towed or had been towed. **************'s failure to number or otherwise **** parking spaces has, in my opinion, led to this issue. Several other neighbors have also had their cars illegally towed. My car was towed from my ASSIGNED parking space. Chandler's Towing then demanded $265 for the return of my car and the tow truck driver informed me that the "police can't stop us" when I informed him that what he was doing was illegal and that I had requested a police officer to arrive at the tow yard when I arrived. The tow truck driver also informed me that installing no parking signs was illegal, although ************** statute does not agree with his claim. I am seeking a refund of the $265 I had to pay to have MY OWN CAR, which was ILLEGALLY REMOVED, returned to me.

  

  Business Response

  Date: 06/30/2023

  Vehicle was towed per property manager request. This tenant made a fake no parking sign for his own use to ************. ************** does not have posted parking spaces.

  This tow was at the request of **************, no refund is due to consumer. See attached documents.

  
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20224456
  
  I am rejecting this response because:neither HOA nor Chandler's Towing communicated in writing that a violation had occurred, nor did I receive any communication from Chandler's Towing that my car was being towed on the date that it was towed. Furthermore, no visible signs exist at Peppertree townhomes that indicate Chandler's Towing is the contracted towing company for Peppertree. In light of this fact, I consider the matter on the grounds of grand theft auto and will pursue legal avenues for compensation.

  Additionally, just because there is no assigned parking at peppertree does not mean there is not reserved parking. I suggest employees of Chandler's Towing learn basic reading skills and inform themselves of these matters before performing an illegal tow.
  

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

  

  Business Response

  Date: 07/08/2023

  Chandlers performed a service for ************** & was not obligated to the owner of the vehicle give written notice of tow. Consumer made a fake parking sign & broke the *** parking rules therefore Chandlers stands by it's decision that no refund is due. 

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20224456
  
  I am rejecting this response because: Chandler's Towing is unaware of ************** bylaws, which I have attached. To wit, Chandler's Towing should consider the following HOA bylaw regarding parking:

  "3.1b Each town house is provided with two marked parking spaces. A maximum of two vehicles
  can be parked within such spaces (per town house). Guest parking is available in Peppertree parking lots
  as indicated by GUEST PARKING. Residents at Peppertree are responsible for their own actions as well
  as their guests relative to the parking situation. Violations by you and/or your guests can result in
  monetary fines and/or towing of offending vehicles."

  ********** previously stated that there is NO ASSIGNED PARKING at Peppertree. This is false. As you can read above, "each town house is provided with two marked parking spaces". This satisfies the definition of assigned or reserved parking, despite ********** claim that assigned parking does not exist at Peppertree. See the attached document for the full HOA bylaws.
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/08/2023

  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.

  This incident took place on May 5 I parked my car in a parking lot where no towing signs were visible I took (a panoramic picture to prove that) I also work at the current establishment where I parked. Upon leaving my shift and coming out, I noticed my car was no longer there. It wasnt until a bystander told me that all the cars in this parking lot had just recently got towed. The bystander called the tow truck company and they told us that I needed $265 cash in order to pick up a car. I then proceeded to take a Uber to the establishment when I arrived there was a gate and he let me in the gate and told me that I needed to pay. when I explained to the gentleman that I work at the establishment he towed from he asked me that I have the badge to prove it. I told him I did, but I would have to go get it out of my car. He been denied me that right and stated since. I didnt have it on me. There was nothing that he could do. Hes been begets to be calm, very disrespectful and belligerent towards me, and the other bystander telling us that he we had to pay cash only and if we wouldnt get off his property and I then called the police. The workers would not give me there names no receipts but want cash . As a women in this incident I felt disrespected and feared for my safety. When all I wanted was leave . I also filed an incident report with the local ******************

  

  Business Response

  Date: 05/08/2023

  In order for me to research this complaint, I will need the Year, Make and Model of the vehicle

  Customer Answer

  Date: 05/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/15/2023

  Type:Customer Service 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.

  On 2/10/2023, my vehicle was towed from a private lot at approximately 9 to 10 PM. I contacted Chandler‘s towing to request the address of where to retrieve my vehicle and I showed up at approximately 11 PM on the 10th after waiting approximately 10 minutes, I reached out to a phone number that was provided on the entry gate I was told that the driver was going to come to open up the gate to allow me to pay $265 to retrieve my vehicle, after waiting approximately 30 minutes, no assistance was rendered by the company I proceeded to contact the company again and was told that there was no one inside the business that could come open the gate for me to retrieve my vehicle. I was then told that they would send someone and they would be there in 15 minutes. After another 30 minutes from that phone call, no one showed up at this time it was nearing midnight. I called a secondary phone number and was told the same thing and waited approximately another 30 to 40 minutes. By this time, it is now midnight we had waited an hour, and no one could come grant me access to my vehicle. It is when I called the company again and stated that no one had come and then I can no longer wait. I specifically asked if I come in the morning would they honor the 265 a gentleman answered saying if I came before 9 AM that I could retrieve my card for the price that I was originally told. I have now arrived at 7 AM on the 11th with other people waiting to retrieve their vehicles. No one has shown up after multiple calls, and no answers at approximately 845am an African American gentleman in bad spirits Came to let us in and it was then when he argued with me that he would not allow me to take my car for the agreed-upon $265 and charged me $300. Upon looking at the receipt I am being charge for two days and a gate fee, a gate fee for a gate that was refused to be opened. had I been let in on Friday night my time, and my money would not have been wasted.

  

  Business Response

  Date: 02/21/2023

  After reading compliant, Chandlers Towing has decided to reimburse the consumer a total of $100.00, this covers the extra day of storage ($35.00) & the inconvenience of trying to recover her vehicle.  Chandlers Towing does not conduct business in this manner, we deeply apologize to the consumer. Check #**** issued on 2/21/23 & mailed to the address listed in complaint.

  Best regards,

  Chandlers Towing

   

  Customer Answer

  Date: 02/21/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19409986, and find that this resolution is satisfactory to me. 

  
  
  
  Sincerely,
  
  
  
  Guada Gonzalez