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:05/19/2025

  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.

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair 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.

  My 53' (#****) trailer was towed from a legal parking space at ************************************** This store allows truck parking. There is no posted time limit for parking on the property where truck drivers park at the back of the store. Staff at Gotcha towing said trucks can't be parked longer than ***** hours but nothing is posted outside for truckers to see. The staff at Gotcha said we needed to pay $1100 cash to get our trailer back.

  Customer Answer

  Date: 08/18/2024

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

  
  

  Business Response

  Date: 08/28/2024

  Where *********************** her trailer is private property. 7Eleven does not like for people to leave their 18 wheelers and trailers unattended. There are places that store trucks and trailers for a fee. 7Eleven does not allow trucks and trailers to park for any amount of time without paying a fee. Ms. ******* trailer was tagged for 24 hours to be removed off the property. The trailer was not removed in the 24 hour time frame so it was impounded

  Customer Answer

  Date: 08/29/2024

   I am rejecting this response because:  

  Here is the link for the video I recorded. I just went up to the store and spoke with the store manager **** this morning when I received the response from Gotcha.

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

   

  ***************************, LCMHC, LCAS, CPC
  Certified Fraud Examiner:
  Specialty-Healthcare

   

  Here are pictures that show there is nothing posted about parking fees

   

  ***************************, LCMHC, LCAS, CPC
  Certified Fraud Examiner:
  Specialty-Healthcare

  
  
  
  

  Customer Answer

  Date: 09/23/2024

   I am rejecting this response because:  

  I have reviewed the complaint. Once again there were no signs stating that there was a time limit for parking at the 7ELEVEN. The area says "truck parking" as indicated in pictures previously submitted. The trailer was legally parked in a parking space. There was a trailer right beside our trailer that was parked there for roughly a week, as previously submitted pictures have shown. Gotcha towing is known for engaging in illegal, intimidating, and dangerous acts to tow vehicles all in an effort to ***** people for exuberant amounts of money. They have an "F" rating with the BBB. Our trailer was legally parked and Gotcha is trying to extort money from us. They even tried to go to the Department of ********************* to file papers to take our trailer from us. 

  The previous response from Gotcha said that we were storing our trailer. That was a lie as I provided documents showing that we pay for parking in a gated yard. Then the company lied and said that we could have paid 7ELEVEN to park, but as you saw in the video I previously submitted, the store manager at ******* name **** said they do not charge truckers to park. This company ilegally towed our trailer. Tbey have caused our company to lose thousands of dollars in revenue, and they even tried to take possession of our trailer saying we abandoned the trailer on their yard. They have proven to be liars, demonstrate deceptive and  illegal business practices to extort money from people. 

   

  Regards,

   

  ****** *******, LCMHC, LCAS, CPC
  Certified Fraud Examiner:
  Specialty-Healthcare

   

  
  
  
  

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair 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.

  On July 24, 2024 my husband and I attended the ***** rally in *********, **. Due to no parking in the coliseum lots, we parked in the nearby *************. The manager on duty that afternoon gave us permission to park there; some of us spent money in the store; and some even gave the manager a tip to park in the lot. The ************* did not have proper towing signage and/or any towing signage when we parked there that afternoon. The manager then called Gotcha Towing to have all the vehicles towed from the ************* parking lot. Gotcha Towing has a suspended business license and is operating illegally. In my opinion, it is a criminal offense that they towed our vehicle with a suspended business license and then demanded $380 cash to retrieve our vehicle before 9pm. It is our belief that we were scammed by the ************* worker and Gotcha Towing. ************* violated State Law S20-219.2 and Gotcha Towing is illegally operating a business under a suspended business license. The News Channel WBTV has been covering this story and multiple police reports were made regarding this matter with ********************* ****************** It appears that ************* and Gotcha Towing are cooperating to scam unsuspecting persons. I would like compensation for the towing and recovery fees of $380 along with our **** Fees of $15.94 for a total of $395.94. On Friday, July 26, 2024, I called Gotcha Towing's corporate office in ********** and attempted to speak to the President of the company, ************************* at ************** but was told she would be back in the office on Monday. On Monday, July 29, 2024, I called back Gotcha Towing's corporate office and was told that ************************* was on vacation. I spoke to a woman who said her name was *** and told her that my vehicle was illegally towed from the ************* off of ******/Briar Creek Rd in ********* and am requesting compensation for the towing charges and the **** fees in the amount of $395.94

  Business Response

  Date: 08/06/2024

  ******************* and her husband ****** their vehicle on private property. The manager on duty did not authorize anyone they could park their vehicle on private property to attend another event. Once you patronize a business, you must move your vehicle. Signage was on the property. ******************* and her husband just did not look for signage until after their vehicle was impounded. ******************* will not be compensated for an impound that was legally done. 

  Customer Answer

  Date: 08/12/2024

   I am rejecting this response because:
  
  Gothca Towing's facts are inaccurate and according to the Better Business Bureau this business is not accredited and operates with a "F" rating.  It is apparent that there have been numerous complaints regarding similar instances to my complaint.  Upon research, it appears that this business is operating with a suspended business license, continues to take advantage of unassuming people, and is a complete scam!  All the reviews and complaints are the same!