Complaints

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• Initial Complaint

  Date:11/04/2024

  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.

  On 10/15/2024 my vehicle was illegitimately towed from a business at which I was a customer. The towing company used a tow mechanism that was incompatible with my vehicle, resulting in damage to my front bumper. I was charged $156 to retrieve my vehicle and required to pay in cash. I paid $160 in cash and the company refused to give me change. The company additionally refused to give me a receipt. I do have video evidence of the company’s failure to give change and refusal to give a receipt.

  

  Business Response

  Date: 11/21/2024

  The vehicle was parked illegally in a parking lot posted with No Parking Signs and Tow Away signs. The vehicle was towed with new state-of-the-art equipment. There are pictures of where the vehicle was parked before it was towed and video footage of the vehicle on the proper equipment being towed. The customer asked for the amount and then they gave the proper amount but did not ask for change. They entered our gated lot without authorization asking for a receipt, and we headed back to the office to start filling out the receipt, they kept getting in our face trying to video footage, so we shut the office door, and they kept opening our office door being hostile. As a company policy, we only accept cash for private party tows because customers dispute their credit card charge because they are upset that they got towed for illegal parking and the banks always give the money back. 
  
  Upon viewing the photo of the bumper the customer submitted, it appears that the photo is of a different colored vehicle. Therefore the damage to the bumper could not have happened from our equipment. There is no physical way our equipment could damage the bumper in the way the photo shows. 

  Customer Answer

  Date: 11/22/2024

  
  Complaint: 22504174
  
  I am rejecting this response because the outlined objections from the business are invalid.

  I request evidence that my vehicle was parked illegally.

  
  I do not contest that state-of-the-art equipment may have been used.  However, the business has sent photographic evidence that the incorrect state-of-the-art equipment was used to tow my vehicle.  According to the owner’s manual, my vehicle requires the use of a tow eye and a flatbed tow truck, neither of which are present in the images sent.  As my vehicle is electric, use of the tow eye requires that the vehicle be turned on and in Neutral with the electric parking brake released.  This would have required the vehicle to be unlocked and a person to be seated in the driver’s seat.  The tow eye socket on my vehicle was not utilized and my vehicle is not on a flatbed tow truck in the image.

  
  I paid $160 to retrieve my vehicle.  I have video evidence that the worker onsite said he would not be able to give us change.  I also have video evidence that the worker onsite welcomed us onto the property by opening the gate for us.  I have video evidence that the worker onsite required that we present a license for a receipt; the worker did not tell us he was going to write down the personally identifiable information on the presented license.  I have video evidence that the worker onsite did not close the office door when he went into the office with the required driver’s license.  I have video evidence that I was at least 10 feet from the worker onsite who, upon realizing I was filming, slammed the office door.  He did not tell me I couldn’t open the door.  I did so upon realizing he was writing down personally identifiable information so that I could request to retrieve the license he had in his possession, as I did not feel comfortable leaving personally identifiable information with a stranger.  The BBB website does not support submission of video evidence, however this evidence can be provided if the BBB has an alternative means of submitting evidence to support a claim.

  
  Upon closer inspection of the image submitted, one can see that the iconic red color of my vehicle is present in the image.  The damage to the bumper was caused by usage of improper tow equipment while towing my vehicle.
  
  Sincerely,
  
  ****** ***********