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:03/16/2024

  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.

  Legacy Towing towed my car after saying they would give me a week to get the issue fixed. I called them at 2 Pm on 3/15/2024 to request the extension because it was a costly fix for the car that I simply didn't have right that moment. The person I spoke with was short and rude but stated that she would add a note to the account so that it wouldn't be towed. I went out to take my wife to the ** on 3/16/2024, just over 24 hours after calling them and the car was gone. I immediately called Legacy to see what could be done and the after hours dispatcher stated that shed pull the previous call and review it then call us back. I have been waiting for well over an hour an a half at this point with no response

  Business Response

  Date: 03/19/2024

  Legacy Towing received a call from this customer regarding the time limit on their warning notice.  Our staff member that took the call failed to properly save the extension in our system so it remained active on our list to follow up with once the time limit expired.  The vehicle was towed in error as we had told the customer that it would be restricted from ********************.  This vehicle was released to the customer at no charge due to our mistake.

• Initial Complaint

  Date:01/25/2024

  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.

  Thursday January 25, **** I had my truck parked in front of a building entrance as I am currently moving into *********. My hazards were ON, emergency break ON. the patrol truck saw me moving things in and out multiple times. The trucker sat at the end of a nearby parking line and WATCH*D M* UNLOAD MY B*LONGINGS. when they decided to tow, I was unloading my biggest load so it took me longer to get back. 15 minutes **** Im still currently locked out of my home with rain and freezing temperatures. When I called to ask the receptionist on duty, she told me I had to wait for the driver to get back to the yard. It had been 20+ minutes. Its a 10 minute drive from where I am. my wallet, my girlfriends keys to her home is in that truck. How can you dignify yourself as an outstanding, **** company when you hire drivers that SAW M* MOVING IN TH* POURING RAIN AND SAT AND WAIT*D FOR M* TO B* GON*???? The fact that the tower pulled my truck with the * break and after seeing me move makes me think this company is just after money. IM STILL STANDING IN TH* RAIN. I have no way to call an Uber, all of my stuff is in my truck. $500 is in my wallet but I cant even get to it to fix this problem. The company has poor customer service and should be more understanding of peoples situation since tow companies are only out to get people on their worst day. DO NOT MAK* CONTRACTS WITH THIS LOCATION!!!!!

  Business Response

  Date: 01/29/2024

  Thanks for contacting us.  We're in agreement with this private property to monitor and enforce their parking areas as specified.  Parking is authorized in designated parking spaces only.  Our tow truck operators have been requested to patrol the premises daily and remove vehicles parked in violation.  Towing enforcement signs are posted at the entrances in accordance with state and local ordinances.  We allow vehicles ********************************************************************************* violation with their emergency flashers on.  This truck didn't have any signs of active unloading nor their emergency flashers on.  Our tow truck operator removed this vehicle for unauthorized parking in the roadway with half the vehicle in the fire lane where the curb is painted red.  The customer's request to be refunded is denied.

• Initial Complaint

  Date:01/04/2024

  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.

  Legacy Towing wants to charge me nearly $400 for an unlawful tow (they towed my car with a displayed disability placard when it had only been parked for an hour and a half). They reported the reason for the tow as a "timed" tow, despite the parking spot having no posted time limitations at all. When I contacted them, they didn't seem to be knowledgeable about the laws for disability parking privileges at all and insisted that I have to pay the $400 to get my car back.

  Business Response

  Date: 01/05/2024

  Legacy Towing impounded this vehicle from a stall reserved for prospective residents.  This space is available to tenants after business hours but requires a parking permit to be visibly displayed.  The handicap parking spaces are separate from these reserved stalls and they are clearly marked with painted symbols on the ground and upright *** signs posted.  The prospective resident parking spaces are limited to one hour parking.  These details are provided to residents when they move in and the violations are listed on the towing enforcement signs that are posted at the entrances.  This customer was able to pick up her vehicle last night at no charge after management reviewed the circumstances.  Legacy Towing is in full compliance with all laws regarding towing including this situation but an internal management decision was made to waive the fees for this particular incident.

• Initial Complaint

  Date:09/24/2023

  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.

  I arrived at a friends apartment complex at 10:56 PM and wasnt even gone for an hour. I came out side to check on my car at it was gone, I contacted Legacy Towing at 12:12AM after asking the driver (who was already looking for another car to tow) what their hours were. He stated theyre open 24hours. I called the front desk to see how much it is to get my car out that same night. The women did not even disclose that theres an after hours fee that they are charging, they want $460 for not even 2 hours on their lot. I went to go pick up the vehicle and asked the women at the front for some type of policy documentation in writing, she stated were not doing that right now, you can either pay and get you car or leave. She was ruthless so I spoke with the tow driver men and they stated I was towed at 12:00AM and that if I came in on monday morning I could get $75 off (after hours fee). This company NEEDS to be investigated. I want a refund and I want it shut down.

  Business Response

  Date: 09/25/2023

  Thanks for assisting us with this customer complaint.  We request the customer invoice number or the vehicle description and date of impound so we can review our records.  Legacy Towing specializes in impounds and private property parking enforcement.  Our business hours and fees are regulated by UDOT.  Our office is required to be open Monday through Friday between 8am - 5pm except for state and federal holidays.  Our tow trucks and dispatchers are operating 24/7.  Vehicles are released to the registered owner during business hours and appointments are scheduled to release vehicles outside of office hours.  There is a $75.00 fee applied to vehicles released outside of business hours.  This fee is also set and regulated by UDOT.

• Initial Complaint

  Date:08/31/2023

  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.

  I observed Legacy Towing attempting to tow my **** **** F100 and when the tow truck driver saw me he hurried away as I followed him I noticed that he has an expired registration and did not have any udot on the side of the vehicle anywhere, I have contacted my apartment to see if there was a tow order and there was no tow order my vehicle is in operating condition, following rules and laws of the state and is registered and insured. Would be in the best interest of the people that this company is investigated for predatory Towing and retaliatory Towing and operating unlawfully. This wouldn't be the first time that they attempted or did tell my vehicle my vehicle was towed back in April and had met all qualifying criteria to not be towed and was still towed, I believe the tow company is conspiring and unlawfully removing registration stickers off of plates so they can tell vehicles I have observed vehicles with new registrations that have stickers are peeling as if somebody attempted to pull the stickers off

  Business Response

  Date: 09/01/2023

  We don't have any matching impound records for this customer.  Our entire fleet of tow trucks are monitored by GPS and mobile video recording cameras.  All of our tow trucks are in compliance with state law and display our ***** number, company name, company phone number and yard addresses in addition to current UDOT inspection stickers in the rear window that van be verified by UDOT.  This customer appears to have mistaken a repossession tow truck for a Legacy Tow truck.  Legacy towing does not perform repossessions for bank owned vehicles that are behind on their payments.  We specialize in impounds for private property and local police departments.  Legacy Towing did not impound this customers vehicle.

• Initial Complaint

  Date:07/09/2023

  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 July 8th my boyfriends car was towed by Legacy Towing from *************************. We are residents and live here. We parked in certified guest parking because we just got a new car and didnt have the parking sticker since the office was closed. The tow company took it upon themselves to move our car, charge us 400 dollars and say we werent parked correctly even after showing ** the parking slips from the apartment manager we received on move in. The receptionist charged us 75 dollars over the price we were told on the phone and wouldnt give change. They broke the under carriage of the car and tried holding it for an extra night because their over the phone employee got upset she didnt want to speak to a supervisor on a weekend.

  Business Response

  Date: 07/10/2023

  Thanks for contacting us.  In order to further assist with this complaint, we request the actual customer's name, their invoice number, vehicle description such as year, make, model, license plate or VIN so that we can review our records.  All impound fees are set and regulated by UDOT and any complaints regarding overcharges should be sent to them for review.  Vehicles are released outside of regular business hours by appointment only and the After Hours Release Fee of $75.00 is applied to the applicable towing and storage fees.  This is the first mention of any damage claim and we need additional information to begin investigating this.