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:07/25/2024

  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.

  My car was wrongfully towed from a ************** after employees granted permission to park there. Then this towing business charged an outrageous rate ($340 for a less than one mile tow) and then damaged my vehicle. There is a large ***** from the front bumper where they improperly towed the vehicle. They refused to allow me to drive my car off the lot until I paid them cash and then also would not do anything to compensate me for the damage. It appears that their business license is revoked.

  Business Response

  Date: 08/06/2024

  ************ illegally parked his vehicle at *************. A manger nor an employee gave him permission to park his car on private property. ************ was not patronizing the business so his car was impounded. 

• Initial Complaint

  Date:07/25/2024

  Type:Sales and Advertising 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.

  1. We had verbal consent to park at this public facility, from the Store Manager.2. There were NO signs posted that prohibited parking/towing area, when we left the vehicle.According to the State Law " 20-219.2. Removal of unauthorized vehicles from private lots.(a) It shall be unlawful for any person other than the owner or lessee of a privately owned or leased parking space to park a motor or other vehicle in such private parking space without the express permission of the owner or lessee of such space if the private parking lot is clearly designated as such by legible signs no smaller than 24 inches by 24 inches prominently displayed at all entrances thereto, displaying the current name...."This is a clear violation of the State Law and I have pictures of no such postings as well as NO written consent from the Store Manager of ************** There was a small sign, at the Drive-Thru, when we returned that had duct tape to hold it up and had clearly JUST been posted. 3. GOTCHA Towing and Recovery is illegally operating a business as their license is currently SUSPENDED. Company #*******. However they REFUSED to return my vehicle until I paid $408 and would ONLY accept cash. Which also violates the City's Towing Ordinance Sec *********.We were eventually able to have them take a picture of our credit card, license, and registration in order to receive our vehicle.4. The news channel WBTV was able to capture all of this information on camera and it is now being broadcasted throughout ********* and **, if more evidence is needed. As well as over a dozen other victims of this unlawful seizing of private property that was allowed by the Store Manager.5. A complaint with ********************* ***************** has also been filed (#****-0724-2000-02).6. The illegal towing occurred BEFORE 7pm. Our vehicle was AT GOTCHA Towing at 7:05pm. Please see ************* store cameras for time of towing as it was NOT at 7:05pm. See pics below that show NO road signs

  Customer Answer

  Date: 08/05/2024

  I have not heard from the business in response to my complaint. We have legal representation who has also attempted to contact them however are unsuccessful as well. 

  
  

  Business Response

  Date: 08/06/2024

  ************************ vehicle was impounded because he left his vehicle unattended on private property of a business he was not patronizing. An employee nor a manager gave ******************** permission to park his vehicle on the property to attend another function. There were signs on the property ******************** just did not pay attention until he realized his vehicle was gone. His vehicle was impounded correctly and no refund will be given.

  Customer Answer

  Date: 08/07/2024

   I am rejecting this response because:

  1. Permission WAS given by the Manager and it is on the facility's video footage. 

  2. One plastic sign is against City Ordinance and therefore is inadmissible. There were NOT 2, permanent signs posted, visible to the public. Pics attached as proof. 

  3. GOTCHA Towing has a suspended business license therefore this is theft. 

  The Attorney General has a complaint, as well as CMPD, and The District Attorney of *****************, as this scam between your business and this particular Manager is illegal and without returning my money, in full, this is theft and will result in legal action from our Attorney. 

  
  
  

  
  

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 7/23/2024 Amount of money: $170 I wish I could give this company 0 stars. They have illegally towed my car twice from my neighborhood. Today, they towed my car and said that I did not have a parking pass. I showed them the parking pass and they said that I placed it in my car. ************* ****** or whatever her name is told my apartment complex that I could get my car back for free because the pass was there. When I got there, she told me that I could not get the car because I must have put the sticker there myself. She refused to give me her name until I mentioned cJ. She proceeded to give me 3 fake names. I have all of our conversations recorded and will be taking them to court. They are extremely nasty and need to be shut down. They refused to show any camera footage that they have. My doors were unlocked in my car and they entered it without my permission. This has happened to many people in my neighborhood. I lost wages and this has caused emotional damage and PTSD.

  Business Response

  Date: 08/06/2024

  ************************ vehicle was towed because she did not have her parking permit displayed properly. ******************** came to our establishment the night before and was escorted to her vehicle to point on her window where the permit was. There was no permit. She went inside her vehicle and opened the glove compartment. She threw her permit on the seat. The permit has to be visible before the impound took place. She went to the leasing office and told them a fib that her permit was visible before it was impounded, which it was not. She was charged half price by our office staff because management of the apartment complex stated she did live there. ******************** will not get a refund because her vehicle was impounded properly.

• Initial Complaint

  Date:05/22/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Last night March 21 around 9 am, this establishment watched me get out of my car to make a food delivery and as soon as I was out of sight my car was towed. I was gone 60 seconds and they snatched it up saying I didnt have a parking sticker. I explained I was delivering food with Uber eats but I had to pay them $260 to get my car back. I was left stranded in the middle of nowhere with no car. I had to call someone to come get me while I was on the job. I feel like this is a scam and thats how this business operates.

  Customer Answer

  Date: 05/22/2024

  The question is if I had permission to park within the complex. I was delivering food with Uber eats. I was only gone 60 seconds. They watched me park and then took my car because its a scam. I parked in the space long enough to deliver. I wasnt aware of any parking restrictions as I only making a delivery. The customer gave me a gate code to enter the complex to deliver her food like all the other complexes Ive delivered to in the triad area over the past few years as a delivery driver. 

  Customer Answer

  Date: 06/05/2024

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

  I have called this establishment multiple times and the person I need to speak with is never available and never returns my calls. I have a manager from the apartment community that hired them calling too. Shes getting the same run around.

  Sent from my iPhone

  
  

• Initial Complaint

  Date:04/17/2024

  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.

  We came to ************** to furniture market from ********* . We decided to tour the downtown area of ********** . We parked in a parking area and the spot didnt have any restrictions . We maybe walked 1/2 block went in a restaurant didnt like the menu and we went straight back . Our car was towed . Someone told us it had just left . It was not even 30 minutes . This is a scam they have going on . When I called they only took cash no credit or debt card $340.00 cash . What would we had done at if we wouldnt had it . Out of town and 8:00 at night . This is a scam they got going on . Im reporting it to the mayors office and Im calling the ***** Never heard of not using credit or debt not in this business . Not good for the town especially for the downtown area .

  Business Response

  Date: 04/26/2024

  To Whom It May ******************************** thank you for reaching out to us. We would love to handle this matter quickly and efficiently. As an organization, we pride ourselves on best in class customer service. In order to resolve this issue effectively, we need more information. Could *************** please provide us with a copy of the invoice, the date of the incident, as well as the make and model of the vehicle? We greatly appreciate it! Have a great day. 
  
  Warm regards, 
  Paris Long 
  Account Coordinator 
  Gotcha Towing and Recovery 
  

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Company damages my vehicle and wasn't supposed to touch my vehicle and dropped my vehicle by office after putting it up on tow bed.

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 November 4th 2023 my family and I attended the *** homecoming parade. We parked in a neighborhood we thought would be ok however when going back to the vehicle we realized it has been towed along with several other cars. There was a police officer present and he explained we needed to call them which we did. Well since there was so many of us the line was busy. Someone finally got through to share with everyone it would be 300 cash only to get our vehicles back and $75 after every hour. I am a mother of 4 with two children in car seats. I had to travel to this business holding my babies.
  When we arrived they laughed in our faces. They refused to show any form of compassion. This was extremely comical for them. They treated me and several others as if we were children. There was a lady there who said they scout out ppl vehicles to tow because she was there with her daughter a month before. One of the workers simply laughed and shrugged his shoulders. They are crooked and completely unethical! They need to be investigated as well for only accepting cash.

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Friday Nov. 17th, I parked in what I thought was a public parking area in u***** **********. The entire lot was marked with huge green signs stating public parking. After riding the parking lot for over 10 minutes trying to find somewhere to park I noticed several empty spaces. Unbeknownst to me these were no parking spots. The entire lot was extremely dark with no lights. There were no signs going into the spaces nor on the spaces stating your vehicle would be towed if parked there. There are two signs that have have no lights surrounding them and are hardly visible. When I contacted the company they were very rude and stated that I must bring $300 in cash only to get car back since it was impounded. I ask for a policy and procedure pamphlet from them but they stated I must contact upper management on Monday. I stated I would like a discount due to improper signage and the young boy stated no discounts because upper management could not be reached on the weekend.
  
  Stature 20-219.2 Clearly states that all ENTRANCES must be clearly marked with NO PARKING Signage. The exact wording is "Prominently displayed at all entrances thereto, displaying the current name and current phone number of the towing and storage company."
  
  Once at the company , the problem even escalated when a young employee shoved me with his body because I would not move while trying to see if my vehicle was damaged. The police was called AND evidently they are in with this company. The strong smell of marijuana AND shoving of women was not enough to get theses thieves shut down.

• Initial Complaint

  Date:08/10/2023

  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.

  Gotcha towing improperly and with non sufficient request took/towed my vehicle without noticing it had been properly permitted to be parked at the residence/Apartments. The incident happened without management’s knowledge or request.

  Business Response

  Date: 08/15/2023

  The complaint was towed because it was parked in handicap parking with no handicap permit displayed. I have attached two pictures before the vehicle was towed.  Upon further investigation the registered owner of the vehicle is not a resident of the property where the vehicle was towed

  Customer Answer

  Date: 08/15/2023

   I am rejecting this response because:
  
  The Towing Company did not have the authority on (Private) property to tow the vehicle as indicated by the manager of ****** * **** ***************** to tow the vehicle since it was properly permitted nor can the enforcing the laws of handicap & act as law enforcement tow the vehicle. Agent H*** ******************) with NCDMV license & theft has already investigated & warned the business of their illegal practices (as recent as 08/11/2023) of taking vehicles without notifying law enforcement whether contratu***y(private or public). Gotcha towing- is acting as law enforcement and should be charged crimin***y for obtaining property by false pretenses. Gotcha is also ***owing their drivers to carry firearms (concealed) without proper identification or permits. Gotcha towing services are also abusing their services by taking vehicles in uncommon times of the early day or night to make sure to not have encounters with owners & managers - of said property on their premises. Gotcha towing has also made their hours of operation where the consumer cannot pay during normal working hours. Gotcha towing also has an uncommon business practice of having customers pay cash only or apple pay through a personal account, which leaves the consumer paying the apple app - their personal bank information.
  
  
  

  Business Response

  Date: 08/22/2023

  We are contracted with the property to tow for Handicap violations due to the limited number of handicap spaces. The owner of the vehicle did not have her handicap placard displayed which is why the vehicle was towed.  Upon further investigation the registered owner of the vehicle towed is not a residence of the property. We have addressed this complaint with the registered owner several times.

  Customer Answer

  Date: 08/22/2023

   I am rejecting this response because: The registered owner of the vehicle is part owner, if the Gotcha Towing Services need to aquire the permission and software to run NC plates they would have known. It is a false claim to overstate any civilian business can tow from handicap without law enforcement permission, since the State of North Carolina mandates/requires any business to have the marker and the metal sign. Gotcha towing cannot enforce NC laws, only law enforcement. It is a false statement. Have Gotcha towing show proof in the contract, and I have attached the letter from management stating, they did not give permission.
  
  
  
  
  
  

• Initial Complaint

  Date:07/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Gotcha towing and recovery towed my truck after an accident. When I went to retrieve my personal belonging I noticed that someone went through my vehicle and stole cash, cigarettes, and air pods. When I asked the main office about it they blew me off stating that “no one went in your vehicle”. When I called back later that day and spoke to someone else they stated they would pull video footage. Surprise that I never heard back from them or an explanation of my missing belongings was never given to me. They stated my vehicle was under surveillance but haven’t provided any proof that one of their employees did not rummage through my vehicle.

  Customer Answer

  Date: 08/02/2023

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