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:07/13/2025

  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.

  7/13 my car was towed out of my parking lot because i was parked in a reserved spot (which wasnt specified to me ive only been here a week ) but i was still well within my rights to park in the lot. Instead of moving the car to a different spot because again, my car was allowed and the parking decal was visible, they towed the car away and now i have to pay for them to release the car EVEN THOUGH I HAVE A PARKING DECAL FOR THE PARKING LOT

  Business Response

  Date: 07/14/2025

  the customer was  in someone's reserved spot  which was called in by the customer whos spot he was in 

• Initial Complaint

  Date:06/17/2025

  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 parking lot with. The front of the car facing the road so the car front is visible I start my working day at 3 am so I wake up to find out my car is gone calm the police they said it was tow I said why I have stickers on my windshield so I call this company and they tell me that they did not see the sticker is there I swear and that I had to come and pay the fine for them to release it they literally stole my car from the parking lot and I have to pay them to get it back this is not right

• Initial Complaint

  Date:05/16/2025

  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 was visiting my friend as I regularly do at *********************************************************************** next to *******************. I parked my car with a guest pass as we usually do, and went on a walk to come back to the car being towed. We tried to get a reason as to why but were unable to do so, driver refused to give additional information, and charged us $280 by card or $180 by cash. We paid cash, but never got a receipt or any more information. We were trying to find a name or identifying factors to file a report from the truck when the man pulled a gun on us. We paid him, but there was multiple misleading factors, he threatened violence on school *** property, and my car was damaged by his equipment.

• Initial Complaint

  Date:03/22/2025

  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 towing company have wrongfully towed my car from the visitors parking in my complex before it's my parking sticker due date and when I called they were mean and not helpful and they just told me to call tomorrow and they want to charge me regardless of the situation and I do **** right now and this has caused me two days of work, this company has the worst rating and they are acting like a mafia, plases help me to get my car back

  Business Response

  Date: 04/11/2025

  His pass was expired and that's why his vehicle was towed. I emailed him the receipt as soon as I got back to the office. He got his car back the same day after he paid for it. 

• Initial Complaint

  Date:12/20/2024

  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.

  Was parked in the ***** parking lot downtown and even paid for parking, signs did not clearly display a difference between designated parking for residents and paid parking. When we came out we thought our car was stolen. We called the number on the towing signs and no one answered. When the employee came he refused to tell me the name of the business and location of our vehicle. My husband overheard the address from another persons vehicle they towed who happened to be outside the same time. I called the police to tell them they refused to give me our vehicle or a location it was at. Once I called the police he then said we could get the vehicle that night. When we arrived my husband called and a lady answered and hung up on him and told him take it up with the place. We were charged over ****** and after hour fees.

• Initial Complaint

  Date:08/03/2024

  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.

  This incident happened 8/2/2024 at around 9:00pm-11:00pm at **********************************. I have filed a complaint with ************************** and have been informed by the ************************** to also file this as a civil law suite against On Time Towing. There are no towing signs along the ten or so parking spots (photos attached) along the building wall in the lot. Due to lack of proper signage this is an illegal towing job and the cost of receiving my vehicle on top of additional cost to get home and to get to the towing lot are being requested. I have had the towing company, while in their vehicle tell me I was allowed to park there and that they would not tow from the spots along the wall due to lack of signage. When I called ******** listed number they said they could not provide me with the address of their lot that my car was at and that they could not provide me with information on storage fees. I confirmed that this was someone who worked for On Time Towing (call center). I do not believe it is legal to tow someones car illegally from a spot with no signs and then refuse to state where my personal property is. There appears to be a couple inch sign that says 24 hours but no indication as to what that is for.

• 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.

  On 4/16/2024 my car, a white 535i **** was towed from my apartment complex. My parking permit was in the car window, but my car was towed anyway, when I got to the business I informed the person that my parking permit was in the car. The lady and a man escorted me to my car and allowed me to search the car. The parking permit was not in the car at that time. So I called the police cause I knew someone had removed the permit from the car . The police informed me it was a civil matter and to take them to court. I said ok I paid the 180 dollar fee and proceeded to get my vehicle. I opened the driver door and was getting in the car when I noticed the parking permit in the passenger side door pocket..... mode you the entire car had been searched prior and nothing was found....now it was there. in process of them using a ****** and grab.....tow truck they damaged my vehicles radiator. And scratched up my car.

  Business Response

  Date: 05/13/2024

  Subject: Clarification Regarding Vehicle Impoundment and ************************************************* am writing to address the recent impoundment of your vehicle from private property due to the absence of a displayed parking pass.
  ************** had access to picture evidence that indicated the absence of a parking permit on your vehicle. Unfortunately, the rules of the property state that the permit must be displayed on the rear-view mirror or faced up on the dashboard. He asked to search the vehicle for the permit. During the initial search, the permit was not found. However, upon a subsequent search, the permit was found. There was no evidence of tampering with the permit while your vehicle was unattended. It appears that the oversight was related to the initial search. We apologize if any scratches on the vehicle were not pointed out during pickup or the following day. We take such matters seriously and regret any inconvenience caused. The vehicle was towed using proper equipment, adhering to industry standards. If you suspect any damages due to the tow, we recommend visiting a *** dealership for a thorough diagnosis. They can determine with certainty whether the tow truck caused any issues. Please submit this information to us via email, and our manager will address it promptly.
  Once again, we apologize for any inconvenience you may have experienced. If you have further questions or require additional assistance, feel free to reach out.
  Best Regards,
  Ontime Towing 

• Initial Complaint

  Date:02/01/2024

  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.

  On July 19, 2023 this **mpany towed my car from **********************************************. I am not disputing the tow. During the towing, the **mpany damaged the transfer casing on the car. The ******* dealership who towed it said the damage was caused by improper towing. We filed an insurance claim with a $1K deductible. The damage was in excess of $5K. Our insurance ** sent an adjuster who also **nfirmed the damage was from improper towing (and would not have occurred if the vehicle was towed properly). The insurance ** paid for the repair minus the deductible and has been trying to get the towing ** to indemnify them, and refund our deductible, since then, to no avail. On Dec 27, 2023, the car was towed again (not disputing the reason for the tow) and On Time Towing again damaged the transfer case. We have a letter from the dealership (uploaded below) stating the damage is from improper towing. The towing **mpany has been giving us, and our adjuster, the run-around, asking for various things and when we provide them they need something else. They claim they have no insurance and will not divulge their insurance **mpany so that our **mpany can seek indemnity and refund our deductible for the first incident. They claim they are operating in ******** without insurance, which I believe is not true. We have not filed an insurance claim yet for the se**nd incident, hoping we **uld work with the towing **mpany and their insurance **mpany directly since liability is clear, but again, they claim they don't have an insurance **mpany. We are supposed to speak to the manager and when we call, "the manager just left". It has been six months of run-around on the first claim and more of the same regarding the se**nd claim.

  Customer Answer

  Date: 02/26/2024

  To whom it may concern,

   

  As you requested in your recent correspondence, I am writing this e-mail to confirm that the subject of our complaint has not resolved the issue directly.

   

  Sincerely,

   

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

• Initial Complaint

  Date:12/01/2023

  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.

  On November 8th shortly after 7pm I was in my car when I thought I had been hit. I honked my horn to warn the driver to stop backing up into my car. When I got out of the car to investigate I saw that my car had been hooked up to a tow truck. I was confused because, before parking there, I made sure there weren't any "no parking" signs on the row where I parked. In the confusion I ran into the metal between the truck and my car and hurt my leg. The tow truck driver acknowledged I had been in the car, but still made me pay $41.20 to disconnect the tow truck from my car. I immediately researched whether it was legal to tow a car with someone in the car in Virginia, and read that it was not. Minutes later, at 7:26pm, I called the company asking if it was legal to tow a car with someone in the car in Virginia, I was told it was NOT legal, and I should NOT have had to pay the $41.20 drop fee. I was told that I would be called back and my money refunded. I followed up on November 9th at 11:32am and was told that they would contact me soon. I was never contacted after that. I followed up on November 13th at 10:05am and received no reply. I have tried to resolve this issue directly. While I had originally resolved to let it go with a simple $41.20 refund, now that I've been ignored I am taking the first step to escalate the issue. Hopefully it is resolved after this escalation and we can be done. My argument is not about the lack of clear signage where I was parked. My point is that the company acknowledged the driver should not have started to tow the car with me inside, and should have released my car without requiring me to pay as soon as he saw the mistake. The company acknowledged this during the 6 minute phone call on November 8th, but has still not issued a refund.

  Customer Answer

  Date: 02/08/2024

   

   

  Make and Model of car: ****** Highlander 

  Address where it happened: corner of E Main ***************************;

  
  
  

  Customer Answer

  Date: 02/23/2024

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by On Time Towing regarding complaint ID ********.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:08/15/2023

  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.

  Today, August 14, 2023, my disabled/handicapped husband needed a jump for his car because the battery was dead.He Googled State Farm road side assistance and somehow ended up connected to this scam of a company. They informed him that he must pay up front - $327.71! Which he did. No one ever showed up to help him and when he called back, they kept hanging up on him. He was stranded for over 4 hours until I was able to get off work to help him.Be warned! DO NOT CALL THIS PLACE FOR ANY KIND OF HELP!

  Business Response

  Date: 08/15/2023

  Good morning *********************,

  I do apologized for an inconvenience that *** have resulted from this. Upon looking into this matter further it looks like we do not have a record of any roadside services on 8/14, also we are bit contracted with state farm. We did notice that the address given was in the ************* we a located in ******** **. Just to investigate this a bit further we would need the year, make, model, and location of your vehicle during the incident. If this is something that is indeed is Ontime Towing llc doing I would love to have a chat with you, our contact number is **********. Thank you and have a wonderful day.