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:08/10/2023

  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.

  
  

• Initial Complaint

  Date:03/17/2023

  Type:Billing 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.

  3/16-17/23
  
  My car was towed from a lot that does not meet North Carolina G.S. 20-219.2(a). code for signage’s displayed at all entrances. There was no signage for this in front of my car or any parallel spots. The entrance to the lot taken did not display a gotcha towing sign.
  When I called approx 10:45 the number the lady said cash or Apple Pay.
  When I arrived on site and called again she said it was past 11 and I could not use Apple Pay. I was never given a deadline to use Apple Pay. This was a deceiving practice. I would have used Apple Pay when I called to save myself a mile-round trip walk after reaching site.
  Worse yet, when we arrived back we could not find Zay. We yelped his name, made noise on the entrance gate, and called the number. She said she called him multiple times and eventually called in a driver.
  All of this for him to emerge from a truck situated 10 yards in front of us 25 minutes later. When I asked him why he didn’t respond to us calling his name for almost half an hour, all he said was if we had the money. He never supplied an answer on why we were ignored right in front of him while he was in his truck and not in the office. This is all on their security tape. The parking lot did not have the right signage, but it was a willful choice of him to let us stand there right in front of him for almost half an hour.

  Customer Answer

  Date: 03/27/2023

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

  
  

• Initial Complaint

  Date:02/14/2023

  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.

  On February 14, 2023 Gotcha Towing Company in *********** ********** towed my car. However, I have an adequate parking pass and I was parked in a verified spot. I have documents of my active parking pass and pictures of the surrounding area showing that I was in the right spot. when i went to the company they told me that I have to pay them $250 either using cash/ cash app or zelle to get my car back which is a scam within itself. They Requested payment under the table and I'm sure it's not being reported to the IRS. They had no right to tow my car and I am looking to receive a FULL refund of the $250 for the inconvenience.

  Business Response

  Date: 04/04/2023

  Ms. ********'s car was towed because it did not have a parking permit for ****** ****. Ms. ******** will not be giving a refund. Her car was towed for the right reason. 

• Initial Complaint

  Date:12/28/2022

  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.

  12/23/22 Car was towed from *** **** ** *** ****** *********** ** 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." I have photographs showing the back entrance with NO signage at all and the front entrance had a sign that was FLATTENED to the ground and according to two employees at *** **** that I talked to the next day that sign had been flattened for some time. Furthermore, there was a sign I have pictured that was on a yellow Wet floor sign that was up against the building but turned around the wrong way so it had nothing on it. The other wet floor sign was admittedly blocked by an employee that i spoke with driving a silver accord. The yellow signs even if visible were not at the entrance. Also i pulled in and parked facing the parking deck. So I got out as three other cars did without seeing a sign. There are signs posted on the brick building if one happened to park up against it, HOWEVER these are not LEGAL! *** **** and Gotcha Towing are negligent. Both must know the law before towing. Neither were in compliant and I have photographs and the word of two *** **** employees that the signs were not visible. NO towing should take place until *** **** is compliant. Gotcha Towing is illegally towing and charging. I am requesting a full refund due to the non compliance of the aforementioned
  statute. The towing company is responsible for making sure businesses they tow for properly mark ALL entrances otherwise the towing is illegal.

• Initial Complaint

  Date:12/02/2022

  Type:Billing 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 Thursday, December 1st, approximately 10:00 P.M. I came outside to see Gotcha Towing to tow my vehicle. The staff was entirely disrespectful and unprofessional. When I asked for price of retrieving the vehicle, the male told me it would be $160 to retrieve it from the tow lot. When I got to the lot, they then told me it was $225, since it was in the tow lot. I would like a clear explanation on why there is a miscommunication with the company.