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:09/23/2024

  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 towed at 12:57 a.m. on the morning of September 21, 2024 from my designated spot of C139 at the Landmark of *************************. The company that towed it is Metro Parking Solutions located at ********************************************. Their phone number is ************. My car was registered online with my apartment leasing office and I had called Metro Parking Solutions on 9/20/2024 to verify that my car was registered with them as well to avoid being towed. I was told that my silver Nissan Rogue was registered for public parking, but not a designated spot. I sent a copy of my rental invoice showing my payment and spot number and a copy of my driver's license to them. At approximately 12:15 this afternoon, as I was trying to take my son to an urgent care facility I found out that my car was missing. I called Metro Parking Solutions and was told that my car was impounded because I transposed the 4th and 6th digits of my license plate. There was no attempt to notify me even though it was a silver Nissan Rogue with the license plate ******* instead of *******. They charged me $331.00 to get my car out of their impound lot and she has a crack on her bumper (I thought it was a scratch until I took the picture).Anything that you can do to help me resolve this situation is greatly appreciated.

  Business Response

  Date: 10/03/2024

  Unfortunately for the young lady, when she input her information into the parking portal she was informed that any wrong information will result in the vehicle being towed. The most important input is the license plate. The license plate reads as a barcode for our license plate readers. If the License plate is in the system, it will pull up all of the information pertaining to the vehicle. If the plate is incorrect, no vehicle information or even the wrong vehicle information will pull up. 

  Example: Walmart uses barcodes. If a barcode is scanned it will pull up the item  and price pertaining to that barcode. If one line of the barcode is covered the same item will not pull up. 

  We are not able to pull up vehicle information unless the person entering the information enters the data accurately. This was not an error by the towing company. She admits to making the error. 

  We have a damage claim process that is available to anyone who wishes to submit a claim. Damage claim forms are available at our storefront window 24/7.

   

  Thank you!

• Initial Complaint

  Date:09/03/2024

  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.

  Lease in apts so we put vehicle info on paper with apts and mgmt entered into metro towing site in front of us 8/22/24 Authorized car towed = theft / fraud 9/2/24.High fees per day ($331) and apt office closed; which means daily charges until office open to try to settle issues. Car parked there a number of times in last year and never an issue because e have been tenant for a year.

  Business Response

  Date: 09/03/2024

  We would like to respond however we are unable to respond to this specific situation without knowing what type of vehicle that was towed. The initial charge for the total tow and storage is $331 if paid with a card. The daily storage fee is $22.85 per day. Our prices are set by TDLR. We do not charge any more or less than what is set. 

  If provided with the property the vehicle was towed from, the make, model, and date of the tow I would be able to provide a statement on the reason for tow. 

• Initial Complaint

  Date:06/10/2024

  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.

  My vehicle was towed during a non-consent tow on 3/24/24. The car had no damages prior to the tow. When I went to pick up my vehicle the next day, the front bumper had a large deep scratch and a streak of red paint. I informed the tow company immediately and took photos. I followed their internal claims process and submitted all the required forms. I asked for their insurance information and they told me they do not use insurance. I requested the photos they take before and after all non-consent tows per their own policy and they declined my request. ***** later, they reached out to inform me that they investigated themselves and found themselves to have done nothing wrong. They ignored the email I sent in response asking for more information. I have since not heard back. I found their insurance, filed a claim, and their insurance confirmed that my vehicle was NOT damaged before the tow (per the tow companies photos) but that my car DID have damage after it arrived at the tow companies yard. However, they declined my claim stating that the tow company probably didn't do it and that it was damaged by someone else in their yard. Once again, the tow company takes photos before hookup and after unhook. Before hooking up my car, per their insurance company, there was no damage. After unhooking my car, per their insurance company, the photos then showed damages. Their insurance company also refused to release the photos to me.

• Initial Complaint

  Date:11/14/2023

  Type:Customer Service 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.

  They towed my car and you had to pay $326.00. The tenants said they can have football parking but not baseball parking so my car was towed. I would like a refund of my money.

• Initial Complaint

  Date:09/18/2023

  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.

  I parked my car in the visitor section. I registered my car giving description and license plate. Later my car is towed. I call Im told i entered the license plate wrong by a digit. This is theft when common sense says this car is registered with the discription and a closely reference plate number.

• Initial Complaint

  Date:08/25/2023

  Type:Product 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 Aug 24,2023, metro towed my car from in front of my home in my residential neighborhood. Our hoa bylaws states that we can not park overnight from 12am to 6am on the street. Our car was towed at ****pm which means it was illegally towed. When we called the company they said that they ******** our vehicles whenever they want.

• Initial Complaint

  Date:08/18/2023

  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.

  Metro Parking Solutions is contracted by *********************** in **********, *****. Metro Parking Solutions goes to this property nightly to tow vehicles, even if the vehicles are registered and have been permitted to park on the property. They have an electronic system where you register your vehicle. They do not have stickers or anything to display on the actual vehicle. My daughter's vehicle was registered, but her license place number was one digit off. All the other information was correct, and they still towed her vehicle. They was told that she would have to pay full price. We contacted the apartment complex and they agreed that Metro Parking Solutions should not have towed the vehicle. They complex was able to negotiate a price reduction to get the vehicle returned. This apartment complex houses many college students and many have complaints of their cars being towed even thought their vehicles are registered. I am seeking a refund for the $163.00 we had to pay to pick up the vehicle and would like this company to stop taking advantage of students at this apartment complex.

• Initial Complaint

  Date:08/08/2023

  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 I registered my car and even have the screenshots but they still made me pay $326, while towing my car they damaged it and I will be taking them to court for my money back and for the damages to my car. My car is new and didnt have anything wrong but when they tow my car my whole front chrome bumper off

  Business Response

  Date: 08/31/2023

  On August 6th, 2023 a driver was out on property patrolling for vehicles that are not following the rules set by the property. On this particular night my driver discovered the ******* Elantra with an expired visitor pass. I have attached a timestamped screenshot of the pass. The pass expired 8/2/2023 at 7:01:23.

  I have attached a picture of the vehicle in the visitor space displaying the license plat as proof of the license plate used to create the pass. 

  My driver ran the license plate number within the portal and the pass came back as expired. The claimant failed to re-register for a new pass. 

• Initial Complaint

  Date:03/20/2023

  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 March 17, 2023 around 1am Metro towing towed my Cadillac ATS. This vehicle was in my paid covered parking which I have paid extra fee since October 2022. This is my husband's car of which we only use for doctors and hospital appointments as he is recovering from cancer. So it is always in this spot every night. I was awaken at 1:45 and checked on our vehicles to find the car gone. I called Metro before police just to check and was informed they had my car. We explained that the vehicle was registered with them and was towed in error. After being placed on hold several times they said my visitors pass expired. I explained I did not need visitors pass as this was a paid covered parking spot of which I pay each month. Was informed I was wrong and if I wanted my car back would need to pay ******. Once my apartment office opened I explained what happened to the office manager and guess what my Cadillac was registered for my spot correctly. Emails sent and I was able to get my car from Metro with no cost due to their mistake. They visitors pass that was expired was from March of 2022 when we had windshield replaced and needed a sticker but was weekend. Over a year old. Got my car home and have several scratches on the bumper. Also on entering my car my display stated theft attempted and the car smelled like cigarettes. Will be seeking damages due to their mistake in towing and negligence on how they towed. When I got back to my apartment I saw several broke down cars and cars with no stickers parked on property. I believe my car was targeted due to being a luxury car. This is a horrible towing company and have asked my apartment to reconsider their contract with them.

• Initial Complaint

  Date:01/20/2023

  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.

  ** DAMAGED DODGE CHALLENGER**My vehicle was towed on 01/07/23 at the Cumberland apartment complex. When I went to retrieve my vehicle upon startup, I immediately noticed my car was damaged upon startup. My check engine light was on. I made a complaint to the tow company about the damages. They told me I had seven days from the date of tow. to turn in my estimates and to file with the claims department. I have turned in all the required documents. I have also tried to contact management on how to handle this process. I emailed ******, ******, and ***. No response from them. However, the claims department sent me an email stating that it would take 2- 6 weeks to investigate my claim. I told them. That is too long for investigation. I cannot drive my vehicle at the moment due to the damages. I am trying to work with the company, but this is not just a cosmetic issue.