Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Morning! I've never written the BBB on a company. As a business owner, I understand that there are always two sides to every story. However, this is something that I am unwilling to keep it quiet and move on. Commtow ******************************. This company towed our vehicle from the ***************** apartment-************** on December 16th. The reason they stated for the tow was because the car was not registered to the vehicle. We aren't sure what system was used to verify but, it was either out of date or invalid. The *** showed proof, and they stated that they must use a 3rd party because everything was legal for the car. Furthermore-the proof of validity was in the glove compartment. They towed without an ability to prove that it was an invalid tow. When we paid nearly 700 dollars...we made them view the valid registration to prove our case. They simply stated that it was a valid tow. Again, as a business owner...we are given the opportunity to set things right if we are in fact in the wrong. We always work for resolution that satisfies both parties. There is a class action lawsuit that is being formed if not already according to Ms. ***** ********--consumer protection in ************. She stated that there were about 10 people involved, and one big reason was price gouging. Since we are in ********, she told us to file in ********. We have submitted our complaint. We are astounded by the number of negative reviews on this company. If there is anything started legally in ********, we are prepared to join. We are simply requesting that they acknowledge that they towed a car with a legal registration. A simple call to the *** proves our timeline. We would like them to accept the validity and refund us our money. The BBB is free to call for more information if needed. Thanks so much!

  Business response

  01/17/2025

  Good afternoon, As I have stated in multiple emails to you, the vehicle was not towed for not having a valid registration. The vehicle was towed because the vehicle owner put the license plate in the back seat where we were unable to view it appropriately. This has been explained to you. Also the bill was $677 not $700. That is due to the fact the vehicle was impounded from 12/13/24-12/17/24, The registered owner knew where the vehicle was from the 13th/14th so failure to show up until the 17th to pay the bill is something I cant answer to. However the tow was valid as its been outlined to you, the rates you paid were also valid as they are set by the county. There was nothing wrong done on our part. 

  I find this reivew extremely innacurate as your entire basis is "the vehicle was towed for being unregistered when it was registered" is simply not even accurate as it had nothing to do with being towed for the "Registration" but as Ive pointed out to you, on the reciept given to ******** it says "Missing license plate". (Does not say unregistered or expired registration at all). 

  Customer response

  01/21/2025

   
  Complaint: 22824043
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  12/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sons car was towed. Wrote down what was required as shown and kept car hostage over the weekend so they could add more fees in addition to adding a 70 gate fee when it during normal hours. The cars registration was in the glove box and the new sticker was on the tag not to mention its on the *** website. They use entrapment techniques to rob us with outrageous fees that dont even match what they advertise see pic. This is and should be illegal business activity.

  Business response

  12/10/2024

  Good afternoon. Let me address all of your complaints: 
  The vehicle was lawfully towed under FSS ******. The person who parked the vehicle parked it in a space that had signage advising of who the parking space was for, it was not for whoever parked this *********** Accord there. There was no "hostage" techniques as you stated. What DID happen was the vehicle in quesiton was justifiably towed from a parking spot it was NOT authorized to be in on Saturday Dec 7th. Whomever it was thatcalled on Sunday the 8th advised they were the "Uncle" of the registered owner, they were advised the 3 different forms of payment that are accepted, what documents would be needed to pick up the vehicle as a 3rd party. That person advised that they would then have their nephew "The registered owner" call us. An hour later that same individual "The Uncle" ****** back asking us to "Waive the tow fees since he was going to tow the vehicle out of our facility". We advised him on a recorded line that isnt a thing to request. That same individual explained he is new in the industry and was not sure what all was needed. We advised that person that since he is not the registered owner, in ******************* he would need a Noatrized Letter of Authorization along with the documents proving his nephew is the registered owner. 10 minutes later a Female called in saying "She was the registered owner" yet there was a male in the background screaming he was so at this point on the 3rd call we arent sure who the registered owner actually is, but on this call as well, both the Male and Female parties were advised that either the registered owner needs to pick up and pay for the vehicle or if they wish for a 3rd party tow company to pick it up, what would be needed in addition to the registered owner picking it up. An hour later, the uncle ************* called back AGAIN, once again he was advised the same thing as hes been told 2 times previously in 3 hours as well as the same thing both the female and male parties were told. An hour later, Uncle calls back again, we advised we had no documents, he then admitted on the recorded line he made a mistake and wrote the email address down wrong, corrected it for him and he disconnected the call. 40 minutes later we finally recieved some documents but nothing official showing who the registered owner is that the county will let us accept. The Uncle was advised he still needs to bring the Authorized Letter of Authoriztaion, along with registration etc as that was not included in the email from the registered owner. The Uncle made an appointment for an hour from that point to bring the Notarized letter and pick up/pay for the vehicle. 2 hours later the Uncle shows us (1 hour later than his appointment time mind you) and low and behold, he did NOT have the notarized letter with him and once again asked us to make an exception for him since hes also a tow company. We advised if he serviced ******************* he would already be aware this was a county ordinance requirement, not ours and we have no say over what the county allows us to accept to release a vehicle. Fast forward 9 hours later the same uncle came back yet again with none of the valid documents, once again asking us for a 4th time to "Make an exception just this once". Now fast forward to the next day, (monday, this vehicle was impounded on Saturday remember) ***** P shows up with a valid ID, Registration and paid the bill. 
  
  While I understand getting impounded is no fun, that is no justifiable reason for you to entirely fabricate scenarios that didnt happen and try and blame us for other peoples inability to follow rules or what is explained to them over 4-6 times on a recorded line as well as in person. Furthermore everything that was explained, is permanently on a sign AT THE OFFICE the "Uncle" kept showing up to. 

   

  So in closing I am sorry you were upset over someone elses vehcile being impounded but your "Son" Wasnt even the registered owner unless your sons name is *****. Furthermore not one sentence of your Complaint here is actually factual and it is all made up so please, lets stick with the facts when you start typing on a keyboard on the intenet. I can back this information up with time stamped recorded phone calls, you can not back up any of your false claim with any evidence to support any of your fraudulent claims. 

   

   

   

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5:47am, 10/02/24, my vehicle is towed from my apartment complex, from my assigned parking place, where it has been parked for over 2 years. I arrive at the tow yard approximately 8am, release of vehicle 8:37am.Not only was this predatory behavior as the tow company claims absolute authority to "patrol" our parking lot at any time, they chose the evening of monthly rent being due, and less than a week following the devastation of Hurricane ******, picked up MULTIPLE vehicles from this complex. Both the tow company and complex are liable in this issue.The most pressing issue is this company's interpretation of FL statute ****** and assessed an additional fee of $250 to release the lien on my vehicle, the vehicle that was held for less than 3 hours. Predatory and SHAMEFUL. Targeting residents of ********** housing during such a time of tragic circumstances.

  Business response

  10/03/2024

  Hell *********, 

  I am not sure if your vehicle is new or you got a new license plate however you did not have a permit displayed nor is your vehicle registered as a residents vehicle to be parked in resident parking. These spots are not assigned, these spots are open to any resident who has a resident permit dispalyed. Regarding the lien release fee, there is no misinterpretation, we place a lien on your vehicle at the time we complete the tow. The fee you paid is a state fee to release the lien itself once you retrieve the vehicle from our facility. Your vehicle was a valid tow under FSS ****** and there was no misinterpretation on FSS 713.78

  Customer response

  10/03/2024

   
  Complaint: 22369245
  
  I am rejecting this response because:

  There IS a misinterpretation on the statutes in this case, proven by the multiple citations already issued to this company by  Pinellas County Consumer Protection specifically for this violation.

  A lien is completed once it is filed, and notification in writing is processed/sent within six days to the owner or representative agent. The additional fee of $250 for a lien that did not exist in the >3 hours it was in possession is fraud. The cases currently sit in front of a Pinellas County judge and I imagine the other counties serviced by this company.

  If I'm wrong, please produce the proper (and legal) paperwork declaring the lien placed.

  As to your first reply, my car is not new, and you must always have some miscommunication with your contract or communication with this complex, because we do receive specific assigned spaces, two per unit. Predatory towing is a crime which has necessitated an entire department in each county just to process the multiple violations, with this company being one of the leaders in predatory behavior among other offenses. Would providing honest customer service ONE TIME truly affect your bottom line? 

  
  Sincerely,
  
  ********* ****

  Business response

  10/03/2024

  Good afternoon, Again you are mistaken. The lien and letters were sent to the registered owner of this vehicle on Wed, Oct 2, 2024 @ 5:55AM. In regards to your referencing citations from ***************, those have already been refuted as they were issued incorrectly as we did process the vehicles correctly. While I understand you are frustrated, you stating there is a misinterpreation of a statute contradicts the ********************************, many county lawyers, (pinellas county included), PWOF, Circuit judges etc... So while yes I am sorry for your frustration, again you are making false claims and accusations that just simply are not true. 

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed by this company this morning. They have a thing to scan that doesnt work. I was parked in a visitor parking spot. They still towed my car from a visitor spot while I am unable to register my car cause their scan doesnt work. I dont know how much they going to charge me because I cant get a hold of them. They not picking the phone. I dont know where my car is

  Business response

  10/03/2024

  Our phones are 24/7/365, make sure you are calling the ************ option #2. Regarding the visitor parking signs, those are not ours, we are just the tow company. You need to contact that company on those signs for any dispute if you paid to park there and have proof of payment. We have nothing to do with the pay to park spots, we only tow cars that did not pay in their system. 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Commtow towed my vehicle 7/7/24. I paid the tow fee and the lien release fee on 7/8/24. Commtow still has a lien on my vehicle which is preventing me from selling it. I have tried multiple times to contact them and get no response.

  Business response

  09/30/2024

  Good morning, We released the lien as you will see on your paperwork you included in this complaint. I understand you are frustrated however I do not see why you are filing a complaint against us when we both released the lien on your vehicle at the time of pick up but gave you papwork showing this was done. Now if the State of Florida has made a mistake, I am happy to work with you on helping you get this fixed now that our home office is re opened after Hurricane ******. You are welcome to reach out to ******************************** with questions or concerns if the state did not release the lien (which keep in mind we did our part and released it, however we are not state employees so we can not answer for the State of ******* not doing their part). 

  Customer response

  09/30/2024

   
  Complaint: 22350489
  
  I am rejecting this response because:  According to the *** the lien has not been released.  

  Yes, you gave me the attached paperwork and yes, I paid the fee, but according to the *** the lien remains.  

   

  If you have released it please provide a letter stating that ON COMPANY LETTERHEAD with address and phone number.  That is what the *** needs.  I have reached out to your ADMIN email with no response
  
  Sincerely,
  
  ******* ******

  Customer response

  09/30/2024

   
  Complaint: 22350489
  
  I am rejecting this response because:  According to the *** the lien has not been released.  

  Yes, you gave me the attached paperwork and yes, I paid the fee, but according to the *** the lien remains.  

   

  If you have released it please provide a letter stating that ON COMPANY LETTERHEAD with address and phone number.  That is what the *** needs.  I have reached out to your ADMIN email with no response
  
  Sincerely,
  
  ******* ******

  Customer response

  09/30/2024

   
  Complaint: 22350489
  
  I am rejecting this response because:  According to the *** the lien has not been released.  

  Yes, you gave me the attached paperwork and yes, I paid the fee, but according to the *** the lien remains.  

   

  If you have released it please provide a letter stating that ON COMPANY LETTERHEAD with address and phone number.  That is what the *** needs.  I have reached out to your ADMIN email with no response
  
  Sincerely,
  
  ******* ******

  Business response

  09/30/2024

  Yes, our home office was closed for the Hurricane, I see youve already emailed my home office requesting this document which we are happy to provide, yet you are still rejecting my answer on here even though we are resolving this for you and mind you, this was not our error. We are Not the *** nor are we the state of *******. We notified them the lien was released in the required time, we got confirmation of that as well. You filed a BBB complaint over something we had nothing to do with. 

  Customer response

  09/30/2024

   
  Complaint: 22350489
  
  I am rejecting this response because:  You have not responded to my emails.   You are responding here.  It is not the *** that has made the mistake.  You have not provided sufficient documentation of the lien release.  According to the *** you have not released the lien.  Just provide me with a lien release on company letterhead with full company name, address, and phone number.
  
  Sincerely,
  
  ******* ******

  Business response

  09/30/2024

  With all due respect, you called in about this and spoke with my staff Thursday day while we were shut down for the hurricane that ripped through our entire state. My staff as you were promised on Thursday is revising the letter you requested, again we just re opened today as there was no power until yesterday at our home office. We are diligently working with your one off situation, again we did NOT make a mistake, the *** is however we are working to get this fixed. 
  To be respectfully honest, you bring a situation to us Thursday during a national emergency, today is the first day we were able to reopen and you are filing complaints here on the BBB saying we arent doing something that we are. You are being very unreasonable accusing us of something that isnt true. 

  Now if you would like for my staff to continue working to fix this for you as a courtesy they will, but you also need to be honest here and not fabricating things that arent true as you are doing. No one has ignored you, you spoke with us Thursday and you were advised we would work on helping you as soon as we re open from the hurricane, not even one full day into re opening and you are accusing us of not answering you and not helping when, in fact we are. 

  Customer response

  10/28/2024

  I have attached a copy of the lien release.  Thank you for your help

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed from my apartment complex on 9/7/24 for no registration they wont give me my car unless I pay $583 which is a huge amount for coming to get my car the same day they were rude and extremely unprofessional my car was previously broken into so I didnt have my registration to get my car I have my driver license and Id now I have to wait til Monday and pay $683 the amount and the service I have got was horrible

  Business response

  09/09/2024

  Good afternoon, The vehicle in question, ******* ******, had a license plate that expired almost a year ago. This was verified through the State of *******, confirmed with Local law enforcement at the time of the tow and is a valid tow under FSS ******. You were not charged what you are claiming on here, you were charged less than both amounts you posted on this complaint. No refund is being issued as the tow is valid, your complaint here, not valid as you are claiming you paid more than you actually did. You were charged both in accordance with local and the State of Florida regulated rates. 

  Business response

  09/25/2024

  Good afternoon ******, 

  I understand you are frustrated, no one likes getting towed and we understand that. However your vehicle was a valid tow under FSS ****** due to your license plate expired last year in 2023. No apartment complex allows vehicles with expired license plates, especially from almost a year ago on site. In your complaint you stated you had to pay either $583 or $683 and you did not pay either of those amounts, you paid less than both the amounts you put in your complaint. I am truly sorry to hear of the theft on your vehicle, but even if they took your registration, you still would not have been able to use that to get the vehicle out given it would not have been valid since back in 2023. Furthermore you had your title to get the vehicle out which you did on the 9th. Your vehicle was impounded for 3 days so I am not sure why you are disagreeing with the rates, afterall we dont even  set those, the county you were towed in does along with the state of ******** 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I parked overnight at ********* at ********************* complex while visiting a family member (7/18/24). After making it through the security gate, I parked in an unmarked parking space. I did not realize this space was only for residents, as there was not a sign nearby or any indication a visitor could not park there.I woke up to my truck being towed by CommTow LLC, which is contracted with the Brookview at ********************* complex. I am now being charged close to $500 to pick up my vehicle this morning. The practices between Brookview and CommTow are predatory and completely unacceptable. There should be signs all over the complex stating where you can and cannot park as a visitor. The actual "visitor spots" were taken and not visible, leading me to believe I could park an unmarked spot.Most Americans cannot afford to pay close to $500 for their vehicle being towed, especially in a situation where it seemed unwarranted. This complex does not have the appropriate notices throughout their property.

  Business response

  07/19/2024

  I am sorry for your frustration in this matter. Unfortunatley there are signs posted at the entrance advising this community requires permits for parking as well as whoever you were visiting agreed in their lease to the community rules (which are very standard for a community this size) and they also agreed to advise their guests where VISITOR parking is located. While I do understand your frustration, your frustration isnt with us at CommTow LLC or the apartment community, but with your friend you were visiting that failed to instruct you on where to park. 

  Please get with them on your refund request as that would be who should have told you where you can and cannot park. You also stated you saw VISITOR parking, was there a reason you didnt drive to the next building were there was open visitors parking? 

  Customer response

  07/19/2024

   
  Better Business Bureau:
  

  There are not actual signs within the community. They have one small about 250 feet before you enter their community, which majority of visitors will not see. I've also attached the receipt - $516.68 for parking in unmarked spot at my family member's apartment? I understand being towed, but this amount is predatory and there should be notices within the community stating the amount that your business charges for being in an unmarked "visitor" spot. All visitor spots were taken within the community. I have never heard of a towing company charging such an unjust rate for towing a typical vehicle. Please see receipt attached.

  
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in the apartment complex that my vehicle was tow at. The tow company quoted I parked in a reserved spot. I have a handicap decal and a sticker from the apartment complex

  Business response

  07/29/2024

  Good afternoon *******, 

  Unfortunately you parked in someones reserved space that was not your own space. The person who pays for that spot is a completely diferent name than yours. I am sorry for your frustration in getting towed, we know no one likes getting towed but unfortunately we had to remove your vehicle so the person who pays for that parking space can utilize the space they pay for. Please make sure when parking if you wish to use your handicap placard, park where the sign infront of the vehicle is a handicap sign, not a reserved sign. 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While moving from my apartment complex my mothers car was towed from the complex by CommTow. It was towed at 5am and we were able to get the car by 9am. Upon arrival the only employee there **** was extremely rude and nasty as he had us waiting and initially refused to provide me an itemized receipt. As we received the car we noticed a deep scratch on it. I reached out and of course tow companies hide behind the laws that dont protect citizens. I received the following email, Our investigation did not find any negligence on our part and your vehicle was towed exactly as the manufacturer suggests. I never once received any additional information. I do plan to fight this in small claims court and get laws changed to protect citizens from predatory towing companies!

  Business response

  07/03/2024

  Good Morning Taja, 

  I am very sorry for your frustration. Unfortunately you are claiming damage we did not do. You were advised of this in writing in conclusion of your alleged claim. The vehicle was towed properly as the manufacturer suggests and the tow itself was valid under FLS ****** as the vehicle was in Resident parking without a resident permit displayed to be in resident parking. While we do understand your frustration in no one likes being towed, however, I dont see how you can allege we did damages that we did not do. In email youve only provide opinions and concluded it with "no further communication is needed". So I am not entirely sure why you filled out a BBB complaint when youve already been advised we did not scractch your bumper as you alleged we did. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in apartment complex which is a proverty area and I feel they targeted my car at the time had a paper tag which was not expired or and had proper insurance on it. My car was registered to my address and I parked in my address parking space in the rear. I been targeted 3 times in one month by these tow companies Im going to get a legal attorney soon to take action and *********************** is involved on targeting my car too if I got to go to News people about whats going on I will. They are targeting my car I have receipts to prove whats going. Its ridiculous I have to stay up every night in fear of this tow company stealing my car illegally. They prey on people that live in this apartment complex plus they charged me for two days storage and only had my car 6 hours just a lot of scamming tactics. Im writing today that Im fed up and informing this company now if **** bother my car again Im going to the News and get them involved on yall scamming tactics just to make a dollar. **** took my car illegally and got away with it for now. Im warning you ahead of time I will take action this time. Im going after all parties involved its shame I live in fear of my car getting stolen illegally every night and cant sleep well. Stay away from my vehicle or my attorney will be contacting yall. Good night I rest my case in put yall company in Gods hands. (Tampa Location)

  Business response

  05/03/2024

  Good Morning ******, 

  Im sorry you feel you are being targeted, however that is not the case here. Your Hyundia was parked in an area that the community requires a parking permit be registered to your vehicle and visibly displayed while you have your vehicle parked there. This has been a rule of that communites now for over a decade. They provide these rules to you when you fill out  your lease and you initial next to these rules agreeing to them in order to complete your lease agreement. 

  We do not know who owns what vehicle, we just know what the list of rules the community provides us is and we enforce those rules that all the residents agreed to. There was no targeting or singled out. Furthermore I show we only towed you one time, not 3 times so how you can claim you were "Targeted" by us is beyond me. You also paid the correct rates per hillsborough county and if you wish to contest your tow bill the proper way to do that with the county is actually on the back of that reciept you were given when you picked the vehicle up and paid the correct rates. 

  I do understand the frustration involved with being towed, however your complaint is no where near what actually transpired and you are projecting alot of unfair and incorrect emotions, not facts over being towed one time that was a valid tow under the Florida Statute ******. Please get your vehicle registered with the community or if you are not getting it registered or you are not a resident you must park the vehicle off site on the city streets where guest parking is located. 

  If you park within the rules and guidelines set by the community, you wont be towed, if you do not follow the community rules, yes you will be towed as that is what we are contracted to do and what you agreed to within your contractual lease agreement. In closing I am very sorry you are so frustrated, but please understand you can not just make all this up just because you dont agree with being towed one time, these are alot of really uncalled for accusations you have made in a public forum. Also be advised that while yes you are entitled to an opinion, making false slanderous accusations against a business can be held accountable so please govern your self moving forward. 

*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. ↩