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:08/20/2025

  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 August 20, 2025, I parked my car in a shopping center parking lot across from ** A&T unknowing my car would be towed. There were no visible signs in the shopping center parking lot alerting me to the risk of the car being towed. After class, I found my car missing from the parking lot. I approached the shopping center to to go into M&M grocery to ask if they knew of cars being towed, however, upon reaching M&M I found a sign related to cars being towed with a number to call. I called the number and the woman I spoke with told me, the car was towed at approximately noon. I was told it would cost $340.00 to the car out of the impound. I paid $362.00 to have the car released from the impound. Upon further research, I found the is operating illegally. Its business license suspended by the ************************************ for failing to pay taxes. Based on this information, the towing was illegal and I should not have had my car towed or had to pay to retrieve the car from the impound.

  Business Response

  Date: 09/03/2025

  Thank you for bringing this matter to our attention. We would like to clarify the towing guidelines enforced at the property in question. The parking area where your vehicle was towed has legally required signage posted at all entrances and within the lot, clearly indicating that unauthorized vehicles will be towed at the owners expense.
  We are a fully licensed and authorized towing company, and we remain in compliance with all state and local regulations. Any mention of a suspended license pertains to an unrelated administrative matter that has no bearing on our towing operations at this location.
  In summary, the tow was conducted lawfully and in accordance with posted property rules. Therefore, the fees applied are valid, and no refund will be provided.

• Initial Complaint

  Date:07/31/2025

  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.

  I believe in a illegal tow happened at ************************ on July 30 around 9:30 PM. A friend of mine parked in a parking spot on a mall walked over to a different location and within five minutes, the truck was being hooked up to be towed. He confronted the person and said come on. Im right here. The guy who was tellingthe truck asked him did he have $200 he said no I dont have any cash he said, take me to an ATM and the guy no one rides in my truck took his vehicle and charged him $340. Also this happened to his friend which another person had already told that friends car, there are no visible signs where they parked that said only customers for certain businesses so this seems illegal to happen. There are so many reviews on the websitestating the exact same thing for the exact location.

  Business Response

  Date: 08/10/2025

  Response to Towing Complaints at ************************
  
  Dear Better Business Bureau,
  
  Thank you for the opportunity to address the concerns raised regarding our towing practices at ************************. We take allegations of illegal towing very seriously and appreciate the chance to provide clarification on our policies and procedures.
  
  We understand that the towing experience can be frustrating, especially when individuals feel their vehicles have been towed unjustly. However, we want to emphasize that our towing operations adhere strictly to local laws and the regulations set forth by property owners. Our primary goal is to maintain available parking for customers of the businesses in the area.
  
  Regarding the incident described, we would like to clarify the following:
  
  1. **Signage and Policies**: Our towing practices are clearly communicated through signage in the parking lot. These signs indicate that parking is reserved for customers of the businesses on the property. We urge all patrons to familiarize themselves with these guidelines to avoid any misunderstandings.
  
  2. **Response to Confrontation**: In situations where a vehicle is being towed, we encourage individuals to communicate with our staff calmly. Our tow operators are trained to follow the policies set by property owners and to handle all situations professionally. If there are concerns about the towing process, we invite individuals to discuss these with our management team.
  
  3. **Fees and Payments**: The fees charged for towing are consistent with industry standards and are publicly posted. We acknowledge that situations may arise where individuals are unable to pay immediately, and we encourage open communication regarding payment options.
  
  4. **Review of Complaints**: We take customer feedback seriously and continuously review our practices to ensure they align with ethical standards. We welcome constructive criticism and are committed to addressing any legitimate concerns.
  
  While we strive to operate fairly and in accordance with the law, we understand that not every situation may be perceived positively. We invite any individuals who feel wronged to contact us directly so we can address their concerns and work towards a resolution. 
  
  Thank you for allowing us to clarify our position. We remain committed to providing professional towing services while ensuring that our operations align with community expectations and legal requirements.
  
  Sincerely,
  

• Initial Complaint

  Date:05/19/2025

  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.

  On Sunday May 18, 2025 my husband and I was packing my vechile for us to move into our home. My husband has a reserve spot at our apartment complex so I parked my suv into it while we load it up. Gotcha Towing. Towed my car and charged me $340. I wanted to pay by card and was told they only accept cash. Then I was told that if I use my credit card they would charge me an additional 8%. Never heard of such. I not only live out here but my husband has a reserve tag on his car and we were moving things out in both cars. Due to us both working from 8pm until 5 am we designated to move. Yet I get towed and towed at this price and now I have to pay cash only.

  Business Response

  Date: 06/03/2025

  I understand your frustration regarding the towing of your SUV. The reason for the tow was that your vehicle did not have a valid parking permit displayed. We strive to enforce these regulations to ensure fair and accessible parking for everyone.
  
  We accept various forms of payment, including credit cards, debit cards, and cash. However, please note that if you are using a debit or credit card, your vehicle registration and drivers license must match the card you are using. This policy helps us prevent fraud and address any potential disputes. Additionally, please be aware that when paying with a card, there is a sales tax of 6.75% in ************** that will be applied to your payment.
  
  

• Initial Complaint

  Date:05/04/2025

  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.

  This tow company scams people, and was RENAMED to Gotcha towing (at first was ASAP TOWING) because the owner was in legal trouble. This company scams people, they charged me $340 for parking (there were no signs restricting us from parking). The workers are also rude cursing at customers. When I went to go get my car, no one was even there to let me in. I was waiting outside for 30 minutes.. how can you tow someones car and then not have anyone available to allow me to retrieve the car. The worker also told me that he made a mistake and the price was really $400)??? 400 for a 2 mile tow? This company also asks for CASH ONLY! Which makes it obvious that there are doing undercover things with this money. Cash only to allow customers to not be able to dispute the charge because they know they are in the wrong. This company has NUMEROUS complaints and needs to be shut down. This is also in a college town, how do you prey on college kids?? I want my money back immediately due to there being no signs of restriction of parking.

  Business Response

  Date: 06/03/2025

  We understand that towing can be a stressful situation, especially if you feel that proper signage was not present. We want to assure you that we have the proper signage in place and maintain contracts with the businesses or properties from which we tow. We strive to ensure that all parking regulations are clearly marked and that we operate in accordance with our agreements.
  
  Regarding your experience with our staff, we are committed to providing respectful and professional service. We will address your feedback with our team to ensure that all customers are treated with the courtesy they deserve.
  
  Additionally, we accept cash, credit cards, and debit cards as forms of payment. Please note that if you are using a credit or debit card, your drivers license registration must match the card you are using to make that payment. This policy helps us ensure a secure and efficient transaction process.

• Initial Complaint

  Date:05/01/2025

  Type:Billing 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 vehicle was parked in my apartment complex parking lot. in the parking lot there are no signs posted anywhere about vehicles being towed. but my vehicle was towed and i was told it was because of not having a parking pass. The apartment complex has not issued any of the residents parking passes. and now they are trying to charge me 400$ to get my vehicle which has my toddlers car seat in the vehicle and refused to let me get any of my belongings out of the vehicle. i called the company an a unidentified male answered and stated that this is not a towing company. i called again and a receptionist answered. and told me that is my problem and my fault and that i cannot have my vehicle until i pay. that is my only way to work and to take my child to and from daycare and to his medical appointments. i called again an was given a nasty attitude by the receptionist.

  Customer Answer

  Date: 05/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:04/30/2025

  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.

  On Monday April 28th *********************************** towed my car from The ***************** of Hickory, They said it was for illiegal parking. I live in these apartments and have for the last year, Gotcha Towing & Recovery proceeded to store my Vehicle at ************************************************ which is over 40 minutes from my house, I was not informed my vehicle was towed, I waited until Monday to see if the apartment office or Gotcha Towing would call and they never did, when I went to pick up my car it had been explained that gotcha towing rents space from them and Id have to call someone from Gotcha Towing to come collect the payment and free my vehicle, Gotcha Towing INSISTED that we paid with cash and when we tried to use our card it was declined, had to drive 10 minutes up the road to an atm and drive back just for the to change to price on us again, it was originally $400 if we picked it up the same day, and $40 every day after that, according the ** state bill they have to notify you of an unconsensual tow within **************************************** ************** and within 72 hours if registered else where, I missed a day of work and doctors appointment because I had no ride and in the end spent $520 to get my car back after parking in an approved spot by my apartment complex.

  Business Response

  Date: 06/03/2025

  The signs posted on the property provide the required notification regarding who to contact if your car has been towed. We do not have your personal phone number to notify you directly when your vehicle is towed, which is why we have this signage in place.
  
  For your convenience, we accept all forms of payment: debit cards, credit cards, and cash. Please note that if you are using a credit or debit card, your driver's license and vehicle registration must match the card you are using. This policy helps prevent fraud and disputes.
  
  
   

• Initial Complaint

  Date:01/17/2025

  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.

  I am an Engineering student at ***********************. On Wednesday morning, I parked my vehicle at ********* at about 7:20 AM to attend my 8:00 AM class. After the class, at about 9:40 AM , I went out to get my vehicle but I realized it was not there. I inquired from the stores in the plaza and I advised to locate the placard which had information of the towing company. I called and i indicated that my vehicle was towed that morning. I was shocked when I was asked to pay a sum of $340 to get my vehicle released. I was also pressured to get the vehicle by 2 PM if not, a storage charge of $40 will be accessed for every hour after that time. I am not sure if this charges are correct because it is exorbitant to charge $340 for a tow. When I asked the attendant at the towing company why was the charge so high, She said She did not make the price.

  Customer Answer

  Date: 01/27/2025

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 02/03/2025

  Dear Better Business Bureau,
  
  
  Thank you for the opportunity to address this matter. We appreciate the importance of clear communication regarding towing policies and fees.
  
  
  The customer in question parked at *********** in front of a store and then proceeded to leave the premises to attend a class across the street. As clearly stated in the parking policy at the location, vehicles may not be parked in the lot unless the owner is patronizing a business within the plaza. This policy is in place to ensure parking availability for actual customers of the businesses within the plaza.
  
  
  Regarding the fee, the customer mentioned a price of $340.00, but the towing fee structure varies based on whether the vehicle is impounded versus simply being towed. The fee applied was in accordance with standard impound rates, which may be higher than basic towing fees. Additionally, we want to clarify that we did not inform the customer that the price would increase by $40 per hour. Our pricing follows industry standards and local regulations, and any applicable charges were communicated accordingly.
  
  
  We strive to operate with fairness and transparency in enforcing parking policies, and we appreciate the opportunity to clarify this matter. Please let us know if further information is needed.
  
  
  Sincerely,
  Gotcha Towing 
  
  

  Customer Answer

  Date: 02/06/2025

   I am rejecting this response because:
  
  For two reasons:

  Firstly, they just told a lie that, they did not mention that if I do not come remove my vehicle by 2:00 PM on that same day, additional storage fees of $40 will be assessed per hour.

  Another thing which I failed to mention was that, I was asked to come with cash although I made mention of that to ***************************************************************

  Secondly, I have attached a picture of the sign which they have on the property for your review if it corroborates that which they wrote in their response to my complaint. 

  Gotcha has very bad practices and $340 is way too high.

  Business Response

  Date: 02/12/2025

  
  
  
  Regarding the communication about the additional storage fees, we apologize for any misunderstanding or lack of clarity. It's essential that consumers are fully informed about all potential charges, including any daily storage fees. If such information was not clearly communicated to you at the time, we will work with the team to ensure that this policy is consistently and transparently communicated to all customers in the future.
  
  
  As for your request to come with cash, businesses sometimes have specific payment preferences for various reasons, but it's crucial for these policies to be presented up front and not to inconvenience the customer. ********************** practices to ensure that payment requirements and options are clear and flexible for all customers.
  
  
  We understand that the charge of $340 feels excessive to you but that is the standard impound fee we charge. 

  Customer Answer

  Date: 02/14/2025

   I am rejecting this response because: It was not a failure in communication or lack of clarity in communication. I see it as a coercion tactic which your company uses. It will be nice if you can clarify what is the difference between towing and impoundment as used in previous communications. The signage at *********** clearly says Towing. I thought impoundment usually involves legal issues: when a vehicle is impounded, it is typically because of serious traffic violations, suspicion of criminal activity, or an outstanding debt, and the owner may need to address the underlying issue before getting the vehicle back. This situation doesn't fall in any of the above listed categories.

  For clarity, I am attaching a picture of the sign at the location where my vehicle was towed. Moreover, it is not like $340 seems excessive to me, it is excessive. 
  
  

  
  

• Initial Complaint

  Date:11/17/2024

  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 vehicle was towed by Gotcha Towing and Recovery company, on Saturday, November 16, 2024. I made a call to the company and a young lady, confirmed that they were in possession of my vehicle. She gave me the company's address, and informed me to take $340 cash to retrieve my vehicle. I turned up at the ********** location, at 1:36 a.m. but realized no one was at the property. I then called back the company, and the same young lady, informed me, that I would have to wait 25 minutes for her to arrive at the location before I can retrieve my vehicle. I then called the police to assist, because I was concerned about my safety, and also my health, standing out there at that time of the morning in freezing temperatures. At 1:58 a.m., the young lady turned up at the property, then signaled me at 1:59 a.m. to come and pay the fee to retrieve my vehicle. Having a human stand outside in the cold to wait for her to arrive, was in my opinion an act of cruelty. Worst the company advertised that they are open 24 hours. It is now 4:30 a.m., and I am unable to sleep, due to pain in my ear, and throat, which I strongly believe occur, as a result of me standing outside in the cold. I am overly concerned about my health, worst I have no health insurance. I think the company should be reprimanded for advertising that they are open 24 hours, when this is not true.

  Business Response

  Date: 11/26/2024

  Ms. ******* will not get a refund for her vehicle getting impounded. You need to schedule an appointment after hours and on the weekend to retrieve a vehicle from our facility. We answer the phones 24- hours but no one physically sits in the office 24 hours.
  
  Thank You

   

  Management

  Customer Answer

  Date: 11/29/2024

   I am rejecting this response because:
  I was not aware of the fact that I needed to schedule an appointment to retrieve my vehicle.  The representative from Gotcha that I spoke to, only told me where to come to and how much cash I need to take to retrieve my vehicle,  and I followed her instructions. 

  Had she told me, that no one was at the premises,  and I had to make an appointment,  then I would adhere. 

  Unfortunately this policy was not communicated to me, and as a result I had to suffer the effects of standing outside in the cold weather.

  
  

• Initial Complaint

  Date:10/20/2024

  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.

  Yesterday at 5pm, my car/sons car (2004 *****) was towed from the parking lot of his student apartment that I pay for monthly to include parking. We are speaking about Campus East Apartments at *************************************. When I called to find the disposition of my car/sons car, I was told that it would be $440.00 to get it back. Thats $440.00 for being legally parked in a parking lot I pay for every month. This is utterly atrocious. Its obscene and patently criminal. I have heard nothing but bad things about this company from the time my son arrived in ********** three years ago to attend ** A&T. It is terrible how this company is allowed to exploit students. They should be in jail. Please, do better!

  Business Response

  Date: 10/30/2024

  Mr. ********** son's car got towed for not having a parking permit. The community manager sent out an abundance of notifications to make sure every resident had a permit. Mr. ********** son failed to comply and get his permit. So, his ***** was towed. Mr. ********** will not receive a refund because we were doing our job and patrolling the community for vehicles with no permit. Mr. ********** son could have avoided getting his vehicle impounded if you got the permit. 

• Initial Complaint

  Date:10/19/2024

  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.

  I was parked at the following address and towed:******************************************************* Gotcha Towing and Recovery is a company that is a complete scam and practices illegal and outrageous business practices. My car was towed. I do not dispute the reason for the tow. I do dispute the charge of almost $500 dollars. When I called to try and find out more information about the company, staff would not even give me their address. What they did tell me was that they could charge me whatever they chose to charge me and change that charge whenever they want to change it at their discretion. Shame on them and shame on ******* for contracting with such a company. I have never written a negative review, even with previous bad experiences. However, this is completely unethical and unacceptable price gouging.

  Business Response

  Date: 10/30/2024

  Ms. ********** vehicle was towed for unauthorized parking. Ms. ******** did not pay $500 to get her vehicle out of impound. She was given a discount by management and paid $200.00 to get her vehicle out of impound.