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:04/15/2025

  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.

  To Whom It May Concern,I am submitting this complaint to formally report an incident involving the improper towing of my vehicle by a towing company contracted by **********************, located at [apt complex], where I am a current resident.On [4/14/25], my vehicle was towed from the apartment complex parking lot, despite having a valid parking permit visibly displayed inside the vehicle. The towing company and property management have claimed the permit was not visible at the time of tow. However, the photos they provided were taken from a distance and failed to account for the window tint. My own photos taken at the impound yard clearly show the permit was displayed on the side windowwell within visibility if inspected properly and in good ******** addition to the wrongful tow, my vehicle was damaged during the process. The hand brake was engaged at the time of towing, and since recovering the vehicle, I have experienced issues with the braking system, including grinding sounds while pressing the brakes. The tow operator also took improper and incomplete documentation photos, omitting proper evidence of the permits placement.Turtle *************** has refused to accept responsibility and denied reimbursement for the towing and impound fees, as well as the damage caused to my vehicle. Their response has been dismissive despite evidence contradicting their claim.I am requesting the following resolution:Full reimbursement for the towing and impound fees.Compensation for the damage to my vehicle caused by the towing.A formal apology from both Turtle Parc and the towing company.I am disappointed by the lack of accountability from both the management and the towing contractor, and I hope BBB will assist in resolving this matter fairly.Sincerely,***** *******

  Business Response

  Date: 04/15/2025

  Please provide the vehicle information or invoice #.

  Customer Answer

  Date: 04/15/2025

  I mistakenly put $5000 money paid to business when it was  $163.99
  please correct 

  Customer Answer

  Date: 04/15/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23206556
  
  I am rejecting this response because: 
  I mistakenly put $5000 money paid to business when it was  $163.99
  please correct 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 04/15/2025

  As evidenced by the photographs provided, the registered owner of the subject vehicle failed to properly and promptly display a valid parking permit at the time the vehicle was observed and subsequently towed. Any photograph taken after the vehicle was impoundedparticularly at the towing facilityis not relevant for determining compliance at the time of the violation, as it is common for vehicle owners to reposition or newly display the permit in an attempt to create the appearance of compliance. However, the photographic evidence captured at the time of tow clearly shows that no permit was visible, which constitutes a violation of the property's parking regulations. Accordingly, the vehicle was lawfully impounded. No refunds will be issued.

• Initial Complaint

  Date:10/05/2024

  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 Oct 5, 2024 around 9:45PM, we were talking in the parking lot with friends for 15 minutes while standing next to our car. We were in the parking lot for my son's rental house is at ***************************************************. The car was not parked in a spot since we were planning to head off to our hotel, and had stopped for a brief chat to say hi. A tow truck sped into the lot so fast that had I been standing in front of the car my feet would have been hacked off. A real lack of safety for one thing. It immediately locked our car, and ******* wouldnt let us go without paying him $70. Criminal company, out to steal money from people. We were literally standing next to the car talking and could have easily just moved along had he given any warning. We weren't planning to park there, just chatting before heading off to our hotel for the night.

  Business Response

  Date: 10/07/2024

  Upon review, the vehicle in question was found unoccupied and parked in violation of the established rules and regulations governing private property. In accordance with these regulations, and in compliance with applicable local and state laws, the towing of the vehicle was carried out lawfully and appropriately. Therefore, this tow is deemed valid, and no refund will be issued. We appreciate your understanding and cooperation in adhering to the propertys parking guidelines.

  Customer Answer

  Date: 10/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22386124
  
  I am rejecting this response because: As I previously stated we were standing right next to the vehicle talking at the time and in fact, there is a picture taken by ******* with me in the vehicle. 
  
  Regards,
  
  **** *****

  Customer Answer

  Date: 10/07/2024

  I also want to mention that ******* fully acknowledged and admitted that he saw us standing next to the vehicle talking. So he knew we had not left the vehicle and were chatting. The parking lot was empty aside from the four of us talking. We were not in anyone's way or bothering or inconveniencing anyone. We were talking next to the car for 15 minutes and ******* chose to speed into the lot and take the car while we were talking. 

• Initial Complaint

  Date:07/12/2024

  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.

  My vehicle was stolen from my home on 07/10/2024 by the Complete ************************************************* company. I called the police to report that it was stolen and they gave me the company name and number. I was rudely advised by the Complete ************************************************* I advised them that they had stolen my vehicle from my home and that I would provide them with a bill for taking my vehicle without my permission. I called my insurance company and advised them that this company stole my vehicle and decided to use it as an illegal rental car. This company also told me that my vehicle did not have insurance and my license plate was expired! I advised that thats not true and they proceeded to debate with me about my vehicle and tell me that my license plate was expired. I explained to them Texas plates were on the vehicle they were not expired and I have my insurance card. I therefore demanded them to return my vehicle and put it back where they stole it from. I called the sheriff police on 07/11/2024 the police officer arrived and asked me for my vehicle plate number and then he advised them to return my vehicle and also told them my vehicle plate didnt expire until 2/25 and that I provided him with my insurance card which was valid full coverage. They told me everything was good and they charged me $156.95 and told me only cash was acceptable. They told me credit card was not acceptable due to I could dispute the charges. They have signs visible saying credit cards were accepted. I spent 8 hours under duress to get my vehicle back because they would not release my vehicle back until I signed the paperwork which I did not agree with them saying I signed first then I go look at my vehicle. I signed the paperwork which I placed next to my signature I was under duress as well as my vehicle. I was advised by the towing company to take it up with the property manager she was the one who permitted them to steal my vehicle they were dragging my vehicle for a very long distance discrimination!

  Business Response

  Date: 07/15/2024

  Please provide an invoice number in order for us to investigate your claim.

  Business Response

  Date: 07/16/2024

  Thank you I will review this today.

  Customer Answer

  Date: 07/24/2024

  
  *********************
  Tue, Jul 23, 4:10 PM (19 hours ago)
  to me
  
  Hello ******,
  
  I reject this business response I have not heard anything from the business. Please keep this complaint open because its not resolved.
  
  Thank you!
  *********************

  Business Response

  Date: 07/29/2024

  The agent of the private property requested the removal of the vehicle due to the presence of an expired Texas windshield plate sticker, a flat tire, and the vehicle's prolonged immobility. Consequently the tow valid, and no refund will be issued.

• Initial Complaint

  Date:06/10/2024

  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 6/1/24 my vehicle was missing, I walked my neighborhood several times & panicked because I thought it was stolen due to my vehicle plates/ permit are on file at the complex so I didn’t think it was towed & my parking permit displays on the dash. my apartment complex was closed due to the pool party so I couldn’t I locate my vehicle, I searched OHIO’s tow records found it was in a private tow lot, I had to wait until the next day to give Complete Impound& recovery I spoke to the tow Rep asked why my car was towed she stated my permit wasn’t presented so it was a “Good Tow “ I stated my car should’ve never been removed because my permit & plates are on file they should know the residents cars She brushed it off stated my complex issue l hung up, I called back 3 times asking for her name she didn’t want to give gave her dispatch #102 hung up again . I had to take an Uber to the tow location miss a days work before I could check my car I had to pay/ sign paperwork in order for my car to be release 1st. Once I got to my car i took pictures opened my driver side my parking permit was on the floor once I left the tow site my car was jerking so I kept driving to feel out the car than my car started shaking , making jerking motions, acting weird called the tow company the rep stated that’s my complex issue not there’s but they removed my car not my complex. That’s when I filed a police report against them now i have to spend more money to get it diagnosed. nextday when i went to my complex they apologized refunded me for the inconvenience, its been over a week I called the tow company again 6/9/24 to ask for their insurance a new dispatcher #103 was rude as soon as I expressed my car was having issues once I picked it up from the tow site and started driving around , she hung up the phone on me both times stating I will get an email this company has been rude has taken no accountability for the damages they caused This is not right that’s why I’m filing a complaint.

  Business Response

  Date: 06/11/2024

  Could you please provide us with your vehicle information or invoice number so we can look into this complaint?

• Initial Complaint

  Date:05/27/2024

  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.

  My boyfriend's car was towed early morning. He had a parking pass for the apartments that WE pay for and they came in and towed his car that was registered in HIS name that HE puts gas into. These people come in and steal people's cars. They need to be shut down.

  Business Response

  Date: 05/28/2024

  Please supply the vehicle information or invoice number so that we may investigate this. 

  Customer Answer

  Date: 06/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:02/08/2024

  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.

  I have been living in my Apartment Community for the past 15 years and i clearly know where the gust parking is and where the regular parking is- in fact i have a map provided by leasing office on where we are supposed to part our car- yesterday (02/08/2024) my car was parked in the appropriate gust parking where as my car was wrongfully towed and when called in the towing office they are very rude and just kept arguing and not even ready to listen the facts - they claim that there are yellow lines where a gust car needs to be parked- where as in reality we don't have any yellow lines per say in our parking lot - and we have a map where we are supposed to park and that's exactly where i parked mine- i am 200% sure that they towed my car by mistake and now they are arguing their wrong doing . this caused my a lot of mental stress - loss of hors pays at my work a plus i was stressed and felt very intimated by their actions and and they way they were talking. pls loon into this and help me with this. your quick response in this regard is highly appreciated

  Business Response

  Date: 02/08/2024

  We will need the vehicle information to conduct an investigation into this complaint.

  Customer Answer

  Date: 02/12/2024

  My vehicle registration is ****** and it was picked upnfromnsawmill crossing apartments on 02-08-2024.

  Pls let me know if anything else is required from my side

  Thanks ans Regards 

  Business Response

  Date: 02/22/2024

  This vehicle was required to have a parking permit to be parked on this property. We have attached what that permit looks like, as well as photos of the vehicle the night it was towed. Clearly, you can see that the permit was not displayed in the front or rear windows of the vehicle. This was a vailed tow and no refunded will be issued.

  Customer Answer

  Date: 02/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21263875
  
  I am rejecting this response because: I swear that I parked my vehicle on the right spot and my vehicle has a tag displayed on the front facing g mirror.  Further I have been I the same community for over 13 plus years Nd I am wellaware of where to park my car. And I can say that the towing company wrongly picked up my car and now are falsely trying to justify the act.
  
  Regards,
  
  ******* ******* *******

• Initial Complaint

  Date:11/05/2023

  Type:Customer Service 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.

  If I could give 0 stars I would. This place is the definition of a racket. My car was towed from my apartment parking lot, and when I went to recover the vehicle, they said I needed proof of ownership (title/registration). Like any other normal person, my registration is in the vehicle and being from Tennessee, I can’t go get my title or registration because it is over a 6 hour drive. So now, this sham towing company is holding my vehicle, that I have the keys to, and proof of insurance because of some ******** company policy that is designed to exploit those who don’t have access to these documents. The ladies who work in the office are insanely rude and can’t be bothered to help.

  Business Response

  Date: 11/07/2023

  It's unfortunate that the customer feels this way. We are simply following the Ohio Revised Code during our release process, and therefore, we only allow individuals who can prove ownership to enter our impound facility. Allowing an unidentified person access to a vehicle before proving ownership poses a security risk and a liability that we are not willing to accept.

• Initial Complaint

  Date:09/22/2023

  Type:Customer Service 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 was towed on 9/15/23 at 8:30pm and recovered my car at 9:10pm which accrued $163.23 in charges. When told I didn't have a parking permit, I was confused and did some digging. Apparently the clusters of townhomes are individually owned by various owners who maintain their own parking space with their own rules and regulations. I found the tow away sign tucked into the bushes which, from the photos, is 1. clearly not visible and 2. Doesn't hold information for which units the parking is for Both if these are in direct violation of the Ohio Revised Code which I've included here in my complaint. Neither the property manager nor the tow company are accepting responsibility for these violations so I am taking the legal route to resolve my desire for a refund. Do better.

  Business Response

  Date: 09/25/2023

  Please provide our invoice # so we can locate this tow record.

• Initial Complaint

  Date:08/21/2023

  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 Sunday at 4:50am my car was towed claiming I didn’t have my permit when I did have one and I was informed even if I didn’t have it properly displayed my license plate number is in file. I was told my permit had a faded number on the permit which wasn’t true. I had to pay $182.00 for a mistake their company made. I talked to the property manager and I was informed the same that my license plate number is on file. I want to be reimbursed for the inconvenience for my children missing school and missing work over their mistake!!!

  Business Response

  Date: 08/21/2023

  Please provide our invoice number or VIN # for us to find this call.

  Customer Answer

  Date: 08/24/2023

  Good evening 

  I was wrongfully towed my license plate number is on file as well as model make and color. I contacted the rental management and they confirmed my information was giving so my car wouldn’t get towed if my permit was seen. My invoice number is 23-36089.

  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** *********

  Business Response

  Date: 08/25/2023

  As you can see from our provided picture, this vehicle did not have a parking permit clearly displayed. We do NOT have access to any license plate information that your property management company keeps on file. If a parking permit is not displayed properly the vehicle is subject to towing. No refund will be issued for this legal and valid tow.

• Initial Complaint

  Date:11/12/2022

  Type:Customer Service 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.

  They towed my car in a apartment complex that I live in and did not inspect my car for a parking pass that I did have , was told at first that I did not have a pass then I told them to look again and they stated that since my pass had expired that I could not get my car back I told them that I was not able to get ahold of my apartment manger and they still charged me the 160 , they have towed multiple cars without cause and I would like a full refund .

  Business Response

  Date: 11/15/2022

  This vehicle was towed for having an expired parking permit. The owner of the vehicle was aware of this at the time of retrieving their vehicle. This complaint has no merit and no refunded will be issued.

  Customer Answer

  Date: 11/16/2022

  I was told that they towed because I had no pass at all , I told them that I did have one and couldn’t get a new one at the momment. 

  Business Response

  Date: 11/16/2022

  Correct, you did not have a VAILD parking pass because your parking pass was expired. The fact you are stating you could not get a new one tells me you knew that the pass was expired. 

  Customer Answer

  Date: 11/16/2022

  The fact that I’ve been there two years and have parked in same spot with and without a pass and that you guys don’t even thoroughly look to see if someone has a parking pass before towing is very unprofessional but it’s fine , I’m not gonna drop the issue . Thanks for you rude and unprofessional response.